Since American Airlines is still my secondary airline and I’ve never once asked for compensation, I’d love your help in determining how best to constructively approach AA and what kind of compensation to ask for after issues on my last four transcontinental flights in business class.
American Airlines Compensation: What Is A Reasonable Request?
Yesterday, I wrote about my latest flight on AA from New York to LA: the seat cushion was worn out, the service was poor, and the IFE system was choppy like satellite TV during rain.
That comes on the back of three previous flights with glaring issues, all onboard the A321T aircraft (which AA will soon retrofit, but in the meantime has apparently stopped any effort to maintain).
- Flight 1 (LAX-JFK) – broken seat, dirty cabin, inoperable power outlet, poor service
- Flight 2 (LAX-BOS) – inoperable power outlet, broken foot rest
- Flight 3 (JFK-LAX) – broken seat, broken IFE, inoperable power outlet
- Flight 4 (JFK-LAX) – broken IFE, poor service, worn-out seat
If I were only concerned about maximizing my compensation, I probably should have complained after each flight. But I’m not a complainer (well, at least I try not to be) and as a business owner myself, I’m also antagonistic toward the folks who always find something to complain about and then do.
But here I was not looking to complain or create problems that really did not exist. And the fact that I had similar issues on all four flights suggests a pattern (further confirmed by the comments in the stories above from other travelers who have had similar experiences)
Thus, a very simple question: what should I ask for from American Airlines for what I experienced on these four flights?
Travel credit? If so, how much?
Miles? if so, how many?
Off the top of my head, it seems to me that a $150 travel credit per incident is reasonable, therefore $600…or 10,000 miles per incident, therefore 40,000…but maybe y’all will burst out laughing…like I said, I’ve never asked AA for compensation before and the Dallas-based carrier may be far stingier than what I imagine.
Part of the reason I write about this is not so that I can profit from any potential compensation, but becuase I know the folks at AA read my blog and I’m hoping (even if it’s just a slim hoope) that someone will say “enough is enough” and a better effort will be made to maintain these aircraft interiors, even if they are on their way to the scrap heap.
Because folks pay top dollar for business class on a premium transcontinental flights and little things like power outlets or IFE should always be expected to function. That’s not asking too much, is it?
image: American Airlines
Not sure what is typical comp at AA, but I’d actually love to see a follow up post to see the type of response you receive from AA customer service. Supposedly a lot of complaints to AA now receive an AI generated response (with no comp, just the usual sorry you were disappointed and thanks for your feedback reply), so it’ll be interesting to see if you get something like that, or if a real person reviews your complaint.
I will certainly follow-up!
AI sounds right. I got a response to a complaint that said the standard affair. “Sorry to hear that; we’ll pass this up the ladder; thanks for flying AA”
I know someone else who got a response that said the exact same thing, yet the wording was ever so slightly different in his email. So it’s not a copy-paste auto response. AI is a good theory.
A travel credit of $150 per incident sounds reasonable to me.
Delta gives you 5,000 Mike’s based on knowledge of 2 people complaining for the first time.
Perhaps, test for us writing the most basic complaint, like putting that list as in the body of the message. (Re-order them so broken seat is first and don’t emphasize broken IFE because that supports effort to eliminate screens)
After that, state that you never complained before and fly millions of miles every 2-3 years.
Ask for 10,000 miles per incident, noting that such amount is common and fair. ****in lieu of such compensation, will accept 4 minutes 30 second phone conversation with CEO. (Ig mentioned-SAŸ you are a writer, have appeared in multiple national and international news reports and operate LALF)
Sorry for typos but an interview is worth much more than compensation or a story “I wrote and got this…”
@ Matthew — My advice is don’t bother. They aren’t going to give you anything. It has been this way with AA for a decade.
Upgrade elite status (assuming you have not maxed out your status). AA can still make money from you and hopefully you receive better flight experiences for a year.
I had my AA Transcon flight cancelled on me outright with no explanation the day before travel. What was supposed to be a simple nonstop turned into a 4-airport extravaganza. It was the longest, most stressful travel day I had ever experienced, and they gave me *zero* compensation for that. I know someone who had a similar situation happen to him and he pressed harder, but still got only 7500 AAdvantage miles. So I do believe you’re a bit optimistic (to put it lightly) to think you’re gonna get 10K per incident.
I would ask for a very discreet hack to the award reservations system that will free up as many saver award seats for your desired day of travel as you are requesting, assuming that unbooked seats remain. This would include US first and business class cabins.
This would put you on par with several other travel bloggers who have a similar arrangements I suspect.
Flew LAX-BOS on the red-eye last April. IFE was inoperable (blank screen, not able to access any content) and the seat did not recline. I submitted a complaint and got the standard “we will make your insights available to leadership.” I pressed and got 2500 miles which I thought was laughable. Pressed again and got 2500 more miles due to “extenuating circumstances.” I noted I redeemed an extra 20,000 miles for business class amenities and the experience delivered was not close to advertised. Their last reply was “we recognize that we may not always agree upon a resolution, we do our best to be supportive as advocates for our customers.” I just stopped trying after that and voted with my wallet.
Good (but sad) datapoint…
Has American become the full price Spirit? Four consecutive flights with issues, all in business class. Makes you question what they overlook in main cabin.
You sound like someone who’s never attempted to request compensation from AA. Their complaint department is pretty much an AI that is astonishingly bad at reading and comprehending your issue and request but equally good at communicating that AA does not value you as a repeat customer not that whatever you experienced on their airline is worthy of compensation. Your best bet is always to start the process with a flight attendant on your flight (or any AA employee in person) rather than their complaint webpage which is typically where you’re directed to report such issues. Good luck.
Stop. There is nothing flight attendants can do for you other than apologizing for something they can’t fix.
Broken seat, broken IFE, dirty cabin, etc, all sound quite petty. Maybe an overall not pleasant experience, be thankful if they give you anything in total. Vote with your wallet, switch airlines
Petty?
Do others agree?
Definitely not petty. This guy is a doormat.
Petty? No, I do not agree with that.
Vote with your wallet? For anyone other than you, yes, I would agree with that. AA has a long and well known history of (1) selling a sub-par product at full service prices, and (2) brushing off legitimate complaints. To anyone other than you I would say, take your business elsewhere and remember that AA stands for Always Awful.
As a travel blogger however, I very much hope you do contact AA and let us know how it went. If it were me, I would keep it simple with something like “for your information, here is what I posted earlier today” followed by the text and URL of this article. I think you laid out the facts pretty clearly right here.
You do you, as you have done in the past. That said I’d probably not ditch American unless you think Alaska or Delta can viably take American’s place. Why jump ship if there’s nothing better for your needs around?
I think having status might make a difference as well. Recently had a flight delayed 4 times and then “cancelled” at 11pm to be rescheduled to 5am due to crew timing out after DFW gate delays (landing planes had no gates)… Got 10K miles as EXP…
Each of these issues should be a separate Department of Transportation complaint. Those are the only ones airlines take seriously.
@George … +1 . Bingo .
Can’t tell if joking or not
EXP and got a rotten strawberry last week for breakfast. Very rotten.
First response was AI, second email came next day with 7500 miles….. saying no one else complained.
I sent the photo in. 1st world problem compared to crappy seats
Rotten strawberry deserves a DOT complaint .
I guess what I dont understand is, with all of the horror stories about AA, why are people still flying with them for important trips. When I travel for business, I often have very little flexibility when I can arrive to be at work and need to be well rested – which is hard enough these days, I cant risk the chaos that AA has become. While we might just say “these are exaggerated blog stories” but friends, family, and colleagues who fly AA (against my advice) always seem to have problems……. sorry, I just cant risk it and the stress/headaches (especially without double diamond platinum encrusted unobtainium status) isnt worth it
I always prefer miles, more flexible, no expiration and greater value because I can often leverage a mile to 3 or 4 cents. And as a doctor, my measure of performance is perfection.
Regarding AA, last August, after 2 online submissions, I received 12,500 for broken audio on AA LAX-JFK Biz. Month later 12,500 for 90 minute delay to gate at ORD after landing 20 minutes early. In December, 10,000 more after email reply to their first 7,500 credit for DCA-LGA delays. Nothing in 2023. In 2022 10,000 miles from “Executive Liaison Team at HQ” for months of delays and problems crediting Hyatt Dual Accrual miles.
United (for comparison) in 2024 gave me 15,000 miles and reimbursed hotel charge for an overnight diversion to BOS due to weather at LGA. And also 10,000 for a LGA hours delayed flight for which they rescheduled me on a EWR-DEN flight and paid for a limo from LGA to EWR and the EWR flight arrived DEN just an hour or 2 later than my scheduled time and several hours earlier than the LGA-DEN flight I was originally ticketed on. (Although they told me it would take only 30 minutes to get my skis and suitcase it took about 75 minutes thus 2 cancelled limos and arrival at EWR as boarding started instead of 45-60 minutes prior to boarding.)
Minimal experiences with Delta but it was egregious. 2-3 years ago, 16 hour overnight delay because they couldn’t find replacement pilots for a midnight scheduled ATL-LIM flight and put the group I was with in a typical airline supplied old moldy hotel. Arrived LIM 10pm instead of 6am, hotel at 2am with group departure at 7am, lost 1 day plus next day ruined due to lack of sleep. Received 12,500 miles automatically, another 22,500 miles + $100 eCredit after 2-3 emails, another 20,000 miles after a phone call. Next phone call the agent said she could credit me 10,000 more and maybe a supervisor could go do 20,000 but when I gambled and spoke with the supervisor he saw the previous credits and said no mas.
Having written all that I will write that you’ve put yourself in a weaker position by asking for compensation for 4 episodes all at once. If they’re all fairly recent, I suggest 4 different complaints or online submissions or emails, with so many agents doing that sort of thing good chance each will be reviewed by a different agent.
Pertinent post on FT recently re “EWR-SFO in United Business, screen flickered every 5-10 seconds for the entire duration of the flight, making using the screen completely unusable. The flight attendant restarted the screen but that did not fix the issue.”
One reply was: “In my first initial complaint/request, I NEVER write a number, simply a few lines as to how egregious the problem was and it was the sole reason I spent A LOT of money for Biz and I should receive “significant” service recovery compensation.
Then, regardless of whatever they offer or credit (miles, ETC), I reply with an abbreviated repeat of my initial nonsense and the comment that I should receive 2x or 3x whatever they offered or provided.
Then, when they reply (often) with 1.5x, I again reply with a more abbreviated repeat and that I should still receive 2x or 3x. I’ve found that 2 replies is the sweet spot; fewer than 2 leaves me wondering if I could have received more, more than 2 replies has rarely (if ever) resulted in additional compensation and 3rd or more replies are often (apparently) ignored and not replied to.
Having experienced your exact problem 2 or 3 times (albeit on AA), I’d expect an initial offer of 5k or 10k points or $50 or $100 ETC, I’d expect them to reply to my first reply, maybe 50/50 chance they’d reply to my second reply. I’d be satisfied/happy with (final) 20K or 25k or $200 ETC.”
BTW, really nice (other) entry about your Mom. I have no suggestions, mainly because there are so many good choices for an infrequent traveler. Israel and Jordan might be a little more strenuous because they’re more “history” (walking, touring) destinations than “lie on the beach” destinations.
Part of your problem is the inherent differences between your complaints. Most of them are objective – broken this and that – and should have some monetary value. But the main complaint – “poor service” – is completely subjective and probably has little or no monetary value.
Also, I wouldn’t waste your time in trying to collect anything from AA. I’m Lifetime Platinum and all I expect from a flight that it takes off more or less on time, gets in more or less on time and doesn’t crash in between. Don’t expect anything more from AA.
I will complain, but yes——I will not dwell on the poor service (though if you look into the specifics, I’d hardly call that *subjectively* bad…)
American has a new head of Customer Experience, let’s see if she steps up to these and many other issues.
@ Desertfox
Silly me…. and I thought AA had initiated a new division entitled ‘Customer EXASPERATION’ !
You can ask but…..I wouldn’t expect much if anything.
Personally I wouldn’t bother. And take my business elsewhere. Like you I fly AA only when I have to.
My seat didn’t recline on a long flight in business on American from Chicago to Honolulu. They offered me a seat 20 rows away from my family of 5 but I passed for a day flight and swapped with my wife for some of the flight.
I asked onboard about compensation and they said possibly nil as another seat was available but ended up giving me a card with the issue noted and an email to reach out too. They compensated me 15k miles. Not bad as I’d booked for about $500 in economy and upgraded for I think 25k miles (x5 thanks to it being December 2021 there was a lot of availability).
Last September I was to fly IAD-DFW-SFO. firstly there is no AA lounge at IAD.
we boarded on time, but then went tech for a few hours. We finally departed, but many of us – including a group connecting to QF – missed our connections. No mobility assistance available, so I had to very very slowly walk to the AA desk. The queue was about 75 mins – no seats available. I asked if I could get a room at the Hyatt in terminal (they had rooms) but no. I asked for confirmation letter from staff I could book it myself and claim back. No! I was sent in a taxi with an angry driver to a grotty holiday inn, where I queued another hour for a room. my pick up was 5am for a 7.10 departure to PHX connecting to SFO as they had nothing else. AA gave me 7500 miles for all the hassle. They would not budge. Lousy lousy customer service esp for a business class disabled passenger. As bad as wizzair!
I was delayed 24 hours and refused rebooking on any other AA or OA flight as EP after a flight went mechanical despite seats being open. That was worth 7,500 miles after replying once to the auto response bot if that gives you an idea of where their comp level is at.
As a former Travel Counselor, I found that AA scheduled frequent flights lax/jfk/lax and lax/dfw/lax and did not operate several of them a day. Whether it was poor scheduling, or on purpose over scheduling. Very poor business practices.
I’ve known people to have inop IFE on TATL J flights, ask for compensation, and get nothing. You only get 35K miles for hitting million miler, so I think your requests are fairly high. Obviously this is a YMMV situation. I’ll be curious to hear what you get.
American sucks. I just purchased 2 tickets on United.
I’ve gotten the run around for a month trying to get a refund, voucher or person to help. I keep being guild I’ll be contacted within 24-48 hours. Never happens. I start again, they say they no record of me filling for a refund. If digest to take screen shots, etc of everythin &get names and times, but being a business owner in sure you’re aware of that.
It’s worth a shot. Do u speak ai?
YMMV. Never hurts to ask, worst they can do is say no, give them an opportunity to say yes. Only one guarantee; if you don’t ask, you’ll get bupkis. I suggest ignoring all the naysayers, go for it (4 different times).
I’m also not a serial complainer and have never complained to AA. But last year AA effed up more than usual, I needed to vent and I did so using thier online Customer Relations form.
Got a call from an executive desk person a few days later who apologized profusely and she gave me 30k redeemable for my troubles. I have been an EXP for the last 15 or so years and I do go out of my way to fly American (they’re the best house in the ghetto in my hood). That may have had some bearing on the resolution.
Last week our flight from rio to jfk did not have functioning IFE on the entire plane. I filed a complaint and received 5000 miles for my traveling party.
@Juliana, For each one of you?
That is correct. Our 20k redemption reduced to 15k pp for rio to msp on carnival dates!
if it were up to me i wouldn’t give you squat. they got you from point A to point B. that’s what you paid for – not all the other stuff you’re crying about. compensation is issued for a controllable delayed or cancelled flights, neither of which you mentioned. it’s entitled passengers like you that ruin it for everyone else.
Thanks, bootlicker.
Any follow-up?
Have not submitted it yet — will do so this weekend, hopefully.
Thank you. Good luck.
On a recent (Dec. 2024) BOS-LAX flight on United (the evening non-stop on a B757-200), I was sitting in an aisle seat in F. The left arm rest, the one in the aisle, was very loose. I pointed it out to the flight attendant before takeoff so she could mark it up for future maintenance. Instead, she had a mechanic come on board. He quickly determined it couldn’t be quickly fixed. He taped it in the lowered position using bright yellow maintenance tape. Not ideal for my left arm on a six-hour flight. After takeoff, I mentioned to the same flight attendant that it was going to be a long flight without a left arm rest. I wasn’t fishing for compensation. I would’ve been ok with it loose if left in the raised position.
She quickly offered me compensation as miles or dollars. It was $200. I think 20,000 was the miles option. I took the $200 option. Everything else worked fine and was in great shape.
The flight attendant was terrific and proactive. We wound up chatting whenever she came by.
I don’t know how AA miles compare to UA miles in terms of worth. But considering how tired, dirty, and inoperable some of your flight’s features were, I’d think it would be worth at least as much per flight as I was compensated.
I fear you may have waited too long to file a complaint. I complain any time I have a service issue worthy of complaining about. I use my time on board to write up my complaint or while waiting for my luggage in baggage claim. This keeps the issue forefront in my mind. I’ve never been offered cash as compensation from AA but I have recieved flagship lounge passes, SWUs and points which have always been adequate. Once I did fly JetBlue MINT through their partnership with AA and my aircraft got downgraded so I lost my MINT suite seat and instead had to sit next to another passenger, still in MINT class but not my own suite. I was highly annoyed because I spent a ton on that ticket. JetBlue offered nothing after I complained. So I filed a DOT complaint and they gave me a $50 future flight credit. Absolutely ridiculous but that’s JetBlue. I wish you luck in getting anything from AA. The worst they can say is no.