The one good thing that I can say for them is that they responded quickly. But based on the response, I may soon become a member of this web site. Essentially, they told me, "It's right there in our policy, tough luck." Of course, they took three paragraphs to do it. Here is the email that I recived from their Customer Relations Rep (i.e. automated response).
March 6, 2007
Dear Mr. MoneyGuy:
Thanks for contacting Customer Relations, and we regret that you and Ms. Fiancee were affected by the unusual weather event that plagued the Dallas/Fort Worth International Airport (DFW) during the afternoon on February 24. The sustained and exceptionally high winds had a significant impact on all airlines flying to and from DFW that day; in fact, airport operations were at a standstill for five hours. Because safety is always our primary consideration, flight cancellations and diversions were unavoidable as decreased visibility (caused by dust) and extreme wind gusts created unsafe flying and field conditions.
While we can appreciate your request, it's not our approach to reimburse our customers' out-of-pocket expenses or offer compensation when we can't operate our flights as planned. Our schedules are not guaranteed; there are simply too many uncontrollable factors for us to make such a commitment. Nevertheless, we are not unmindful of the disruption of your plans and understand your disappointment.
Again, we are sorry you were kept waiting while an unprecedented wind storm blustered its way through the Dallas/Forth Worth area. The good news is that the kind of severe winds we experienced here on February 24 are not typical of this area of North Texas and we aren't likely to face this particular set of challenges again anytime soon. If we do, however, your feedback will help us refine our contingency plans. Please fly with us again soon -- we'll do our best to get you to your destination as scheduled.
This is an "outgoing only" email address. If you 'reply' to this message by simply selecting the reply button, we will not receive your additional comments. Please assist us in providing you with a timely response to any feedback you have for us by always sending us your email messages via AA.com at http://www.aa.com/customerrelations.
Sincerely,
Debbie Mahan
Customer Relations
I'll tell you what bugged me. Not that they did not agree to give me any reimbursement, because ultimately, it is their policy, and frankly the same policy as virtually every airline in America.
Two things bugged me. Well, maybe three.
- "it's not our approach to reimburse our customers' out-of-pocket expenses" It's not your "approach?" What does that mean? Just say the word "policy." Why are they afraid of the word? I'll tell you why, the term Corporate Policy is a bad word. Because the next sentence is, "well, it's a stupid policy." Which is one small step away from, "and this is a stupid company."
- The lengthy explanation of the winds and dust and inability to land in Dallas. I know what happened. I'm not saying you should have put me on a plane and landed me in unsafe conditions. But get me out the next day and don't make me wait four hours to tell me that.
- "Nevertheless, we are not unmindful of the disruption of your plans and understand your disappointment." What?! In what way ARE you mindful of the disruption of our plans? That you are aware of it? Of course you are aware of it. You caused it!
- The worst one of all, "This is an "outgoing only" email address. If you 'reply' to this message by simply selecting the reply button, we will not receive your additional comments." I can't reply. I have to send a new email.
Okay, that was four. So, I copied my original email and resent it. And I'll do so again tomorrow. They may not ever give me anything, but what the hell. Bastards.
Sorry I had to agree with AA on this one. You may be ticked off by their tone, but let's look at the substance of the matter. The "policy" or their terms and conditions together with the ticket price form the entire contract between you and AA. You can't just accept the ticket price and ignore the other clauses. For example if AA allows two check-in bags for each passenger, no more than 50 lbs each, you can't insist on checking in more bags or exceeding the weight limit. The same applies to trip interruption. You could've bought trip interruption insurance if you wanted to be reimbursed in such events, but I think you are better off self-insuring in the long run, which is what you did. When you self-insure, however, you will have an unplanned expense once in a while.
Posted by: TFB | March 06, 2007 at 01:23 PM
I have to take the side of AA on this as well. Weather happens, and your ticket is your "contract". In reality, you are trying to get AA to pay you for a weather related delay. If the airlines paid out on every weather related delay, they'd all be bankrupt.
Posted by: Joey | March 06, 2007 at 01:40 PM
Look, I know they're "right", it's in their policy. But there used to be such thing as customer service. What is their cost to saying, "we apologize for the delays, and while we can't pay for your hotel, please accept 10,000 miles." I believe very little, if any. Maybe I'm wrong.
What's funny is that my last post elicited mostly, "you'll probably get vouchers or a small amount of miles" and most of the friends whom I have told this story to also expected that I would get some miles or a voucher. It's not that outrageous to think that could make a small gesture. A two day delay for a flight that operated that morning and the next morning? There was about a five or six hour window in which they couldn't fly to Dallas.
Posted by: lamoneyguy | March 06, 2007 at 03:02 PM
I hate to pile on (and I would have made the same comment in the previous post had I seen it first), but AA is right (both in policy and how they handled the situation). I know that you were slighted and feel wronged by the whole situation, but their opportunity to make this a customer service moment ended with the idea that you are not going to be a revenue passenger for their airline. It is a business decision - in an industry where nickels and dimes are important. I suspect that you are not a frequent traveler (these disruptions are more commonplace than you think, and if you dealt with it more frequently, you would have likely been less upset) - and surely not a frequent flier with AA (or you would have been at the airport on Sunday trying to stand-by for any outgoing flight).
There are some lessons to be learned here, but, frankly, in a situation like this, you wouldn't have been better off on any other airline.
The one thing that you might handle differently is to send a hard copy of your complaint letter - perhaps on your company's letterhead? - to AA's offices in Dallas. Email is easy - and easy to dispose of with a cut-and-paste "no-reply" email back. A physical letter requires a physical letter in return - and, because of the increased effort to do so, you may score a voucher or a token amount of miles.
Good luck.
Posted by: The Travelin' Man | March 06, 2007 at 05:00 PM
The Travelin' Man makes some good points. My earlier comment was based on my own experience, but I'm a Platinum level flyer on AA. I was stuck in Florida during Hurricane Wilma and Ft. Lauderdale (where I was supposed to fly out of) and West Palm Beach airports were completely closed for days. I called AA and they got me on a confirmed flight out of Miami (which was running a very limited schedule) and even bumped me up to First Class at no charge because it was the only seat she could find. She made a point of telling me it was because I was a good customer of AA. I would have had to spend several extra days in Florida had it not been for her pulling strings. And this was clearly a weather delay that was out of their control.
Posted by: Jumpcut | March 06, 2007 at 08:55 PM
Well, as I said earlier, I know that they are "right." A couple of comments to Travelin' Man. I am not a frequent flier of AA. I fly Southwest in short flights along the West Coast more than once a month. In that sense, I fly more than most people, but in a different manner. Delays are rare on the type of flights that I take, and cancellations non-existent. I think California weather is a big part of that.
I'm don't understand what you mean by "their opportunity to make this a customer service moment ended with the idea that you are not going to be a revenue passenger for their airline."
And finally, I do plan to resend the letter via hard copy.
Thanks for your comments. I appreciate the insight. Any further clarification would be appreciated.
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