Officially Complaining to American Airlines

totallybored

realised wrote: »

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.

I think that was the address that I used a couple of years ago too. I found them to be quite good at getting back to me. I wasn't after any compensation, I just wanted to complain about the TVs not working as the flight attendants recommended we do that. I expected a few mileage points at the most and we got $150 vouchers each instead for a future flight. I did give up in trying to redeem them though.

jpsartre

richardw wrote: »

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.

Of course, I'm well aware that. I wasn't talking about legal rights, however, but rather the idea that every time something goes wrong, compensation should be due. It was not specifically about airlines either.

By all means, if someone is treated poorly, complain to the airline but if a plane is grounded due to a mechanical error and staff runs out of hours as a result, that's not in itself poor customer service and I don't automatically consider this anybody's fault. In ordinary circumstances, if passengers are rebooked on the next available flight and are taken care of in the meantime, I don't see why anyone should feel they are entitled to further compensation for anything. I certainly wouldn't.

jpsartre

SaveTheEuro wrote: »

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.

Yes, that is a common problem in my experience and if so, I do think the OP should point this out to AA.

jpsartre

I feel my point is being missed. It was not about legal rights or even about airlines in particular. I certainly did not mean to imply that passengers should be kept in the dark about the rights they have under the EU regulations.

ferf1223

jpsartre wrote: »

I feel my point is being missed. It was not about legal rights or even about airlines in particular. I certainly did not mean to imply that passengers should be kept in the dark about the rights they have under the EU regulations.

i didn't miss it.

we don't know the OP's circumstances, if they fall within the legislation or not...maybe they do...but there is a tendency when any little thing goes wrong to shriek 'COMPENSATION! WHAT AM I DUE?!' It seems to be the first thing many people think of...which is sad, I think.

jpsartre

ferf1223 wrote: »

i didn't miss it.

Cool, thanks

My issue was not even so much with the OP specifically since, as you say, we don't know the exact circumstances of his case. As such, I can sort of see why some might find my post a bit unfair. If the OP has a valid complaint I'll be the first to encourage him to complain to AA.

richardw

jpsartre wrote: »

.... I wasn't talking about legal rights, however, but rather the idea that every time something goes wrong, compensation should be due. It was not specifically about airlines either. ...

You were suggesting that they just accept there was a problem and they should just claim on their insurance, without enquiring further about the specific problem they encountered and other possibilities that may be available to them.

Bob_the_Saver

Centipede100 wrote: »

it can't be a worse thread than the Alpharooms one....!

:eek: .........................

jpsartre

Centipede100 wrote: »

Then start a new new thread with your argument or discussion point

No thanks, I don't feel that strongly about it

jpsartre

richardw wrote: »

You were suggesting that they just accept there was a problem and they should just claim on their insurance, without enquiring further about the specific problem they encountered and other possibilities that may be available to them.

No, I was saying that when there's a problem that is nobody's fault, I don't understand why people feel they are entitled to compensation. I did not enquire about specifics since it was not targeted at anyone specific.