tonytifao
Topic Author
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Joined: Wed Mar 02, 2005 10:22 pm

AA Denied My Boarding

Mon Jan 23, 2012 3:06 am

Okay. Here are FACTS of this event

Today, Jan 22, 2012, I was denied boarding flight AA992 CNF-MIA.

- 6 years consecutive Exec Platinum
- Flight Scheduled for Jan 22, 2012, 11:25pm AA992 CNF-MIA
- PAID TICKET. NOT A MILEAGE TICKET.
- Price Paid: $1512 MCO-MIA-CNF CNF-MIA-MCO
- Friday 5:30pm EST, 8:30pm Brasilia time - Email from SA)">AA Analyst saying he has reason to believe I have violated AAdvantage T&Cs and my account is blocked and can possibly be suspended pending their investigation. They list 3 occurrences of where mileage redemption has misused.
- I replied back about 3 hours later when I first saw the email. I provided all the information on the award redemption. One of their listings, is an award redeemed on the same reservation as mine to Las Vegas for my WIFE! For my WIFE! On the SAME Reservation. They have accused me of SELLING.
- FACT: No miles were sold. Never Advertised.
- Saturday Jan 21, 2012. Called SA)">AA Exec Desk & AAdvantage Customer Service and explained situation. They indicated they could not remove the AAdvantage account lock. I need to call Dallas Analyst on Monday as he only works Mon thru Friday but my ticket was "OK" and would not have any issues traveling.
- Tonight, at the airport, 2 1/2 hours prior to Departure. Agent indicates there is a problem with my reservation and can't print boarding pass. Called SA)">AA Exec Desk. They say ticket is still OK. Called again, they say only this Analyst can resolve this matter. Airport can't do anything.
- Agent tries to remove Advantage Account from my PNR. Agent still can't issue boarding pass. Supervisor can't issue Boarding Pass. Exec Desk can't check me in. AAdvantage Customer Service now closed.
- DENIED BOARDING
- 1 1/2 hour trip back home.

UNBELIEVABLE. Reason for lawsuit?
 
ac033
Posts: 53
Joined: Mon Jun 23, 2008 4:40 pm

RE: AA Denied My Boarding

Mon Jan 23, 2012 3:13 am

I think that they could suspend you AA mileage account, and not letting you accumulate any mile on this flight. But it make no sense for you to denied you on the flight since you have agree on removing your Advantage account, and you paid for the whole ticket.

So what AA did makes no sense to me, and you did try to explain what happen to AA. I would go nuts if same situation happen on me

I hope things turn out for you

I am sorry to hear this

[Edited 2012-01-22 19:15:29]
 
Independence76
Posts: 401
Joined: Thu Jul 19, 2007 9:59 pm

RE: AA Denied My Boarding

Mon Jan 23, 2012 3:31 am

This certainly does sound annoying.

Like ac033 said, it would not make sense for them to be unable to print your boarding pass if your AAdvantage account was not linked with it.

I would speculate that it could be a Oneworld booking system issue - anything on AAdvantage Gold and up automatically qualifies the flier with Priority AAccess and other perks. If there was a relation to the check-in desk with any LAN flights then it might have restricted your access. However, I have no actual evidence to state this as a realistic claim - I'm saying it would be hypothetically possible.
 
Avianca
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Joined: Tue Jan 25, 2005 5:33 am

RE: AA Denied My Boarding

Mon Jan 23, 2012 3:32 am

Quoting tonytifao (Thread starter):
UNBELIEVABLE. Reason for lawsuit?

yes unbelievable specially if you give them so much business!

regarding a lawsuit, dont think you will have any chance as the airline as per my understanding can always denie you boarding, they just have to pay you hotel costs etc.

Cheers
Avianca
Colombia es el Mundo Y el Mundo es Colombia
 
tonytifao
Topic Author
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Joined: Wed Mar 02, 2005 10:22 pm

RE: AA Denied My Boarding

Mon Jan 23, 2012 3:38 am

These are FACTS. I travel often, I know how things work, etc.

This is a AA.com ticket on travel on only AA metal.

DENIED BOARDING = Agent could not print boarding pass. Documents were OKAY. PAID TICKET.

I was inside AA CNF office calling Exec Desk and AA Customer Service. I know everyone at CNF airport, including supervisor. They did all possible. They said this will create problem. AA Exec did everything they could to unlock. Only AA Analyst could unlock. From All people I talked to over the phone. "Unfortunately, I can't do anything. Please call him tomorrow"
 
tonytifao
Topic Author
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RE: AA Denied My Boarding

Mon Jan 23, 2012 3:40 am

AA in Belo is all 3rd party. They could not issue me a hotel. I can only give voucher for hotel on oversold or canceled flights. The agent, friend, which we go out and party, called the supervisor, who was on vacation, to try to issue me a voucher. They are afraid of being fired and won't do anything wrong.
 
AR385
Posts: 6742
Joined: Fri Nov 07, 2003 8:25 am

RE: AA Denied My Boarding

Mon Jan 23, 2012 3:41 am

This sounds like a software glitch gone horribly wrong, with an incompetent analyst to boot. Frustrating for certain.
 
Avianca
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Joined: Tue Jan 25, 2005 5:33 am

RE: AA Denied My Boarding

Mon Jan 23, 2012 3:42 am

Quoting tonytifao (Reply 5):
AA in Belo is all 3rd party. They could not issue me a hotel. I can only give voucher for hotel on oversold or canceled flights. The agent, friend, which we go out and party, called the supervisor, who was on vacation, to try to issue me a voucher. They are afraid of being fired and won't do anything wrong.

that is why it is so anoying to have only a 3rd party involved at the airport for "world airlines"
at least the supervisor or his deputy should be from the airline and can make decicions!
Colombia es el Mundo Y el Mundo es Colombia
 
aaexecplat
Posts: 354
Joined: Tue Sep 29, 2009 2:49 pm

RE: AA Denied My Boarding

Mon Jan 23, 2012 3:51 am

So I read your post carefully and I have a few questions...

- you say AA accused you of three violations. You explain away one. What were the other two alleged violations?
- you say you have never sold miles or advertised them for sale. Have you ever traded miles? How about selling or trading SWUs? Or have you ever ticketed back to back itineraries?

The story does sound nuts. AA does not take locking accounts lightly in my experience. In past threads on FT where this has been discussed, the posters almost always DID do something that violated AAdvantage T&Cs, so I am curious to hear more about your case.

No matter your case though, I am puzzled why you were denied boarding with a valid ticket. That makes no sense to me. Not sure a lawsuit is worth it, but if you are truly innocent, maybe you can ask for generous compensation and make up with AA...could actually work out nicely in the end. Or, if all is lost, DL or UA may be happy to transport you in the future.
 
tonytifao
Topic Author
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RE: AA Denied My Boarding

Mon Jan 23, 2012 3:54 am

Quoting AAExecplat (Reply 8):
- you say AA accused you of three violations. You explain away one. What were the other two alleged violations?
- you say you have never sold miles or advertised them for sale. Have you ever traded miles? How about selling or trading SWUs? Or have you ever ticketed back to back itineraries?

Not traded. Not Sold.

Other 2 cases: A friend of mine from Florida, from Brazil and the other one is a great friend of mine who I insisted to come to MIA from LAX for my bachelor party as he was unemployed. I have TONSSSSSSSSSSSSSS and I don't need to sell miles. My financial situation does not require me to sell miles. I use all my eVIPs!
 
BMI727
Posts: 11123
Joined: Mon Feb 02, 2009 9:29 pm

RE: AA Denied My Boarding

Mon Jan 23, 2012 3:57 am

Quoting tonytifao (Thread starter):
Reason for lawsuit?

Probably not worth it, but it depends on local laws. A better option might be to contact your credit card company and see what they can do about the situation.
Why do Aerospace Engineering students have to turn things in on time?
 
fiscal
Posts: 275
Joined: Wed Oct 07, 2009 11:47 pm

RE: AA Denied My Boarding

Mon Jan 23, 2012 4:27 am

A violation of the AA Advantage T&C's does not seem like any justification for denying boarding on a "paid for" flight. I was not aware that AA allow you to give award seats to anyone, so long as they were not sold etc.

Ring on Monday and ask for an explanation as to why you were denied boarding, and then ask to speak to his/her supervisor to sort the issue out, and seek some compensation for the inconvenience...
 
roseflyer
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Joined: Fri Feb 13, 2004 9:34 am

RE: AA Denied My Boarding

Mon Jan 23, 2012 5:10 am

I don't think lawsuit is needed, but I would expect that full denied boarding compensation and refund of your ticket plus all expenses incurred should be requested.

I don't think anyone here can really help you. You need to talk to a high level supervisor within AA to get this sorted out. Being denied boarding for a ticket that you paid for is a bit problem and if you hold your calm, I would expect that AA should sort it out.

I am not trying to defend AA, but it appears they flagged your account for suspicious activities. Hopefully they will figure it out and it is their mistake. If they still feel you violated the rules of the account, AA does have the right to refuse service to you, refund your ticket price and costs that you are out of pocket and cancel your account.

[Edited 2012-01-22 21:12:07]
If you have never designed an airplane part before, let the real designers do the work!
 
blueflyer
Posts: 3657
Joined: Tue Jan 31, 2006 4:17 am

RE: AA Denied My Boarding

Mon Jan 23, 2012 6:17 am

You said you were denied boarding on the CNF-MIA leg of a MCO-MIA-CNF vv itinerary, and then you add further that you went back home since you couldn't fly out. So does that mean is that CNF is home?

If so, with an itinerary starting in MCO, could it be that the nameless analyst thought you were using back-to-back tickets and decided to freeze your return leg, in addition to apparently allegedly selling miles?

If I am barking at the wrong tree (just trying to figure out what might have happened) and AA's actions are totally unjustified, the very least you should expect is a full refund including incidentals and a personal letter of apology from someone with Senior or Executive in their title. Anything else would be a sign they do not value your business as much as you think they do and an open invitation to check out alternatives.
Recep Tayyip Erdoğan has no clothes.
 
tonytifao
Topic Author
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RE: AA Denied My Boarding

Mon Jan 23, 2012 6:33 am

Quoting blueflyer (Reply 13):
You said you were denied boarding on the CNF-MIA leg of a MCO-MIA-CNF vv itinerary, and then you add further that you went back home since you couldn't fly out. So does that mean is that CNF is home?

If so, with an itinerary starting in MCO, could it be that the nameless analyst thought you were using back-to-back tickets and decided to freeze your return leg, in addition to apparently allegedly selling miles?

My Brazil home. I live in Orlando. I bought a RT ticket staring in Orlando and ending in Orlando.
 
blueflyer
Posts: 3657
Joined: Tue Jan 31, 2006 4:17 am

RE: AA Denied My Boarding

Mon Jan 23, 2012 7:11 pm

And now that morning has come and gone over AA headquarters in Texas, the resolution is...

(inquiring minds want to know)
Recep Tayyip Erdoğan has no clothes.
 
tonytifao
Topic Author
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Joined: Wed Mar 02, 2005 10:22 pm

RE: AA Denied My Boarding

Mon Jan 23, 2012 7:36 pm

 
LipeGIG
Posts: 5050
Joined: Tue May 03, 2005 7:33 am

RE: AA Denied My Boarding

Wed Jan 25, 2012 2:29 am

I hope you managed to travel and they at least upgraded you to Business Class.
New York + Rio de Janeiro = One of the best combinations !
 
ual757
Posts: 745
Joined: Thu Sep 28, 2006 12:58 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 6:06 am

I can't believe anybody believes the OP.

There's no reason for an AAnalyst to pop out of nowhere and audit an account that followed the program rules. Corporate security is much smarter than most "gamer" frequent flyers think.
 
fiscal
Posts: 275
Joined: Wed Oct 07, 2009 11:47 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 8:00 am

Quoting ual757 (Reply 18):
I can't believe anybody believes the OP.

The link above (post 16) is interesting reading, and you do get to read some of the initial AA response to the issue according to the OP. The topic has now been closed to all except the OP for a final report on AA's response to his situation. He has since been allowed to board a re-booked flight.
 
tonytifao
Topic Author
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 2:29 pm

AA did admit to the error of not allowing me to board. The audit on my account should not have prevented me to travel or board Sunday night. Anyway, I was not compensated accordingly and I'm seeking legal actions both in Brazil and the US.
 
tonytifao
Topic Author
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 2:32 pm

Quoting ual757 (Reply 18):
There's no reason for an AAnalyst to pop out of nowhere and audit an account that followed the program rules. Corporate security is much smarter than most "gamer" frequent flyers think.

They are so smart they are questioning me on 12,500 miles where it was redeemed for my wife, traveling on the same reservation with me.
 
B747forever
Posts: 12855
Joined: Mon May 21, 2007 9:50 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 3:45 pm

Quoting tonytifao (Reply 20):
The audit on my account should not have prevented me to travel or board Sunday night.

No, it should not have prevented you from flying, but they might have a reason to block your account.
Work Hard, Fly Right
 
tonytifao
Topic Author
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 4:18 pm

Quoting B747forever (Reply 22):
No, it should not have prevented you from flying, but they might have a reason to block your account.

Like I said, I respect any decision they made on blocking or auditing my account.
 
B747forever
Posts: 12855
Joined: Mon May 21, 2007 9:50 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 5:24 pm

Quoting tonytifao (Reply 23):

Like I said, I respect any decision they made on blocking or auditing my account.

Okay, so how far have you come? I have read the thread on FT, but they have locked it now. Was AA at fault blocking your account? What did they offer you, which you feel is inadequate for the denied boarding?
Work Hard, Fly Right
 
tonytifao
Topic Author
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Joined: Wed Mar 02, 2005 10:22 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 7:13 pm

They don't compensate accordingly. They low-ball.

Here are some of my financial damage:

1) 1 night hotel @ USD$196 in KY for not cancelling 24 hours earlier
2) 2 extra cab rides, each at R$120 ~ USD$70 = $USD140
3) USD$150 Delta change for my MLB-ATL-LEX flight
4) 12 min call received by AA @ USD$1.99/min ~ = $USD 24
5) Long distance calls originated from Brazil. Don't know how much, but over 2 hours including 48 min hold time to talk to Customer Relations. I bet phone bill to be at least 100 reais... about USD$60
6) Other calls to Hotels, Car Rental, Delta to make changes, etc. ~ USD15???
7) 1 full day of vacation to handle personal matter ~ USD$65/hr * 8 = $520
__________________________________________________________________
= USD$1,105.00

THIS IS JUST EXTRA charges I had. I still need compensation from their errors and from breaking the contract. Anyway, their amount was a small voucher, smaller than the amount listed above.
 
B747forever
Posts: 12855
Joined: Mon May 21, 2007 9:50 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 7:53 pm

Quoting tonytifao (Reply 25):
They don't compensate accordingly. They low-ball.

Hopefully you have kept the receipts for all of this.

Quoting tonytifao (Reply 25):
HIS IS JUST EXTRA charges I had. I still need compensation from their errors and from breaking the contract. Anyway, their amount was a small voucher, smaller than the amount listed above.

That is too bad. Regardless of the final verdict on your account blockage, they should compensate you for the denied boarding, including any extra expenses.


How is the account blockage review progressing?
Work Hard, Fly Right
 
ual757
Posts: 745
Joined: Thu Sep 28, 2006 12:58 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 9:36 pm

Quoting tonytifao (Reply 21):

Are you sure that's all? There were multiple reasons AA mentioned to you for why they closed your account. Does it have to do with eVIPs by chance?
 
tonytifao
Topic Author
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Joined: Wed Mar 02, 2005 10:22 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 9:51 pm

Quoting ual757 (Reply 27):
Are you sure that's all? There were multiple reasons AA mentioned to you for why they closed your account. Does it have to do with eVIPs by chance?

All my eVIPs were used for myself with the exception of 2 which were used under the same last name (family members). The miles were also not sold. Even if we take this out of the equation, the denied boarding is the issue. Multiple reasons were 3 mileage redemption.
 
roseflyer
Posts: 9606
Joined: Fri Feb 13, 2004 9:34 am

RE: AA Denied My Boarding

Wed Jan 25, 2012 10:48 pm

Quoting tonytifao (Reply 25):

THIS IS JUST EXTRA charges I had. I still need compensation from their errors and from breaking the contract. Anyway, their amount was a small voucher, smaller than the amount listed above.

I wish you best of luck in dealing with the situation.

From the contract that airlines have, refusal to transport is a full cash refund and no damages, so you'll have some work to prove it, so I'd keep receipts. If it was involuntary denied boarding due to an oversold flight, compensation is 400% of the value of the ticket, but in this case it was refusal to transport, which will make it harder on your end since the contract states it is refund of the ticket and compensation is in kind as they feel is appropriate and can be via vouchers.
If you have never designed an airplane part before, let the real designers do the work!
 
tonytifao
Topic Author
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: AA Denied My Boarding

Wed Jan 25, 2012 10:58 pm

Quoting RoseFlyer (Reply 29):
I wish you best of luck in dealing with the situation.

From the contract that airlines have, refusal to transport is a full cash refund and no damages, so you'll have some work to prove it, so I'd keep receipts. If it was involuntary denied boarding due to an oversold flight, compensation is 400% of the value of the ticket, but in this case it was refusal to transport, which will make it harder on your end since the contract states it is refund of the ticket and compensation is in kind as they feel is appropriate and can be via vouchers.

AA was ordered to pay more than 20k R$ (11k USD$) because a flight was cancelled due to ATC strike in Brazil. Being dual citizen, I have easy access to both US and Brazilian lawyers. Portuguese only: http://www.espacovital.com.br/noticia_ler.php?id=13606

Also refusal to transport with no valid reason, this will not look good for them.

I'm still yet to receive a response from Customer Relations or my account reactivated

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