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American Airlines Customer Relations

Posted: Sat Aug 05, 2017 11:06 am
by pippip80
Hi,
Has anyone experienced American Airlines saying they'll pay you compensation for a 12 hour delay and then when the compensation doesn't materialise they completely ignore all your contacts for weeks and as there is no phone number for customer relations no one on any number can assist you either? I've never had such bad customer, and the Customer Relations team are letting down all the other AA teams who do mostly good work!

Any thoughts or advice is appreciated!
Thanks

Re: American Airlines Customer Relations

Posted: Sat Aug 05, 2017 3:47 pm
by UALFAson
I feel like there's part of the story we're missing. If your flight was delayed for 12 hours due to a mechanical or some other problem under AA's control, there would be a record of it in their system and they most likely would have mass contacted everyone on the flight and offered the same compensation.

If, however, the delay was due to weather, then unfortunately you are not entitled to any compensation.

AA's customer service numbers are indeed published on their web site. What explanation do they give you when you call as to why you are not eligible for compensation? They have to say something--they can't just hang up on you.

Re: American Airlines Customer Relations

Posted: Sat Aug 05, 2017 8:44 pm
by PI4EVER
I've experienced quite the opposite. Using the message link or telephone number for Advantage Customer Service I've always found AA to be responsive to inquiries. You can also contact them in letter form to the Consumer Affairs department in Dallas.
As noted by UALFAson, what type of "compensation" were you to be provided?
A refund for out-of-pocket expenses incurred due to the delay? What were those expenses for ?
A voucher for a dollar amount to be applied to a future flight?
A "bonus" deposit of AAdavantage miles to be posted to your account?
In contacting AA or when speaking with them, did you provide the flight number, routing, and date the delay occurred?
Did you clearly outline what the compensation was to be and how it was to be provided to you?
Did you obtain or have any name of anyone at AA that responded to your inquiry by email, letter or telephone voicemail?
I can understand your frustration, but be sure you provide complete and thorough information about the flight delay and what you understood was to be the compensation and how it was to "materialize". Don't over dramatize the incident, but instead state clearly and accurately what happened.
It is helpful to mention you've attempted to resolve the matter previously, but with no response or resolve you'd appreciate their help and assistance in providing an explanation to you now.
Go back through the AA.com website for the links and telephone numbers to pursue further.