Officially Complaining to American Airlines

barneygaucho

Hey

Does anyone know what is the best way to officially complain to american airlines?

We were subjected to be a complete and utter shambles a couple of weeks ago flying to Boston, USA. Engline failure, staff refusing to fly, etc etc.

Should we do it via email or by proper letter?

Also, I know you're supposed to suggest a time within which they should reply to you. What's a reasonable time frame? And a reasonable level of compensation?

Thanks all

delwynshd

Do tell us more of what happened we may be able to tell you if its worht your while complaining

Del

blindman

barneygaucho wrote: »

Hey

Does anyone know what is the best way to officially complain to american airlines?

We were subjected to be a complete and utter shambles a couple of weeks ago flying to Boston, USA. Engline failure, staff refusing to fly, etc etc.

Should we do it via email or by proper letter?

Also, I know you're supposed to suggest a time within which they should reply to you. What's a reasonable time frame? And a reasonable level of compensation?

Thanks all

Compensation thread discussion

Flyertalk AA threads with a Specific "Compensation experiences thread

lgw29

i would say that due to an engine fail by the time it was fixed the crew would have been out of hours to fly, we are only allowed to work so many hours in a day then by law have to have so long resting,

janeken

We had a similar experience with US Airways in May. I got their Customer Relations email address from their website and emailed a complaint detailing the problems. They have offered us $100 each credit for a future flight but we feel it isn't enough.

Bob_the_Saver

lgw29 wrote: »

i would say that due to an engine fail by the time it was fixed the crew would have been out of hours to fly, we are only allowed to work so many hours in a day then by law have to have so long resting,

Better mended on the ground than failing in the air.

jpsartre

barneygaucho wrote: »

staff refusing to fly

Somehow I find that hard to believe.

I don't get this idea that some people have that they are entitled to compensation for every single little hiccup. Poo-poo happens and it's not always somebody's fault. If you're out of pocket due to the delay, claim on your travel insurance, that's what it's for.

realised

I complained to American Airlines in 2009 to this address:

[FONT=&quot]American Airlines Customer Relations[/FONT]
[FONT=&quot]Fenward House[/FONT]
[FONT=&quot]Arkle Road[/FONT]
[FONT=&quot]Sandyford Industrial Estate[/FONT]
[FONT=&quot]Dublin 18[/FONT]
[FONT=&quot]Ireland[/FONT]

I gave them about 10 working days to respond but they got back to me sooner than that. As soon as they received my letter I got a phone call from customer services the next day offering my partner and I $300 each towards a future flight (to be honest all I was expecting was an apology). I was pleasantly surprised

Unfortunately, when I went to book our next holiday, I encountered more problems actually redeeming my voucher so I had to complain again which resulted in another £60 off my flights

Although I found the flight itself awful, their customer services department was very good. The next holiday I had with them I had no problems at all during the flights. I was a happy bunny

With regards to your level of compensation, I don't think anyone can comment unless you tell us exactly what happened.

claire16c

From your post and going on 'engine failure' and 'staff refusing to fly' it doesnt exactly sound like a flight Id like to be on

do you have any more details of what actually happened?

richardw

jpsartre wrote: »

I don't get this idea that some people have that they are entitled to compensation for every single little hiccup. Poo-poo happens and it's not always somebody's fault.

There's clear legislation in place to assist the passenger, it's called EU Regulation EC 261/2004 and was introduced more than seven years ago because airlines were treating EU passengers badly.

Some Airlines, on occassion, appear to continue to treat passengers badly and fob people off with excuses. It is great that web forums have excellent people who are very knowledgeable about this regulation and can assist passengers.

Excellent help has in particularly been given with regard to recent changes to bmibaby flights and holiday plans have been saved without bad advice such as "just accept it and claim off your travel insurance".

SaveTheEuro

barneygaucho wrote: »

We were subjected to be a complete and utter shambles

Maybe lack of information was an issue here. Travel companies let themselves down by communicating so badly. When things go wrong people like to be kept informed. I think a great deal of anxiety could be avoided by honest, clear information at airports.