[Rose]

My husband and I scheduled a trip leaving August 6, 2015 from CLT to BOS on US 1806, connecting with BA 0202 (US 7010) from BOS to LHR and then from LHR to AMS on BA 0434 (US 7329). We were booked in business class and paid $7659 for this privilege. I received text messages before we arrived at the airport indicating the flight was on-time. When we checked in, we were told the flight was on-time. After checking into the Admiral’s Club, we continued to check the departure monitors periodically where all indications were the flight was on-time. We proceeded to gate C10, arriving before our designated boarding time of 5:30 pm. All monitors continued to indicate the flight was on-time. What we did not know and could not see (because of airport construction) was our equipment had not arrived. An announcement was made 30 minutes after our boarding time indicating our plane had arrived. We backed away from the boarding area to allow those passengers arriving to enter the airport. Approximately 30 minutes later (our designated departure time) we were told of an equipment problem and that “we are awaiting a new aircraft”.
After a discussion with the ticket agent about our itinerary, he advised we should rush to gate D6 for a direct flight to London, which had 8 available business class seats. (#1 – Why weren’t we allowed seats on this flight in the first place, something I requested from reservations many times from January to June and was told there were no seats available on this direct flight to LHR) This flight was not yet boarding when we arrived at gate D6. As advised, we approached the ticket agent to obtain a seat in business class on this flight. His first question was, “Who sent you over here?” I explained the circumstances and he said we would have to go to Customer Service, since we had checked our bags, to procure transfer to the LHR flight. We walked to the Customer Service counter in the D concourse to find 15 persons in line with only one Customer Service agent at the desk. We realized we could not reach the front of this line before the LHR flight was boarding, so we returned to gate D6 to plead our case with a different agent and ask why someone at this gate could not procure our bags since they were not yet on an aircraft. This agent appeared to be making an effort by working on his computer and making a phone call. He then advised that our original flight to BOS was boarding and we should return to gate C10.

When we arrived at gate C10, the expected time of departure was 7:50 pm. We proceeded to the Customer Service desk in the C concourse which had 21 persons in line and 3 Customer Service agents. By the time we reached the front of the line, the LHR flight was pulling away from the gate. After a thorough check, this agent could find no flights leaving CLT which could connect with any flights to Europe for arrival on 8/7. This agent also said she did not understand why the agent at D6 did not assure us a place on the LHR flight and also said he must be either lazy or did not know how to get our bags re-routed. She ultimately scheduled us for departure on US 1955 to Philadelphia on August 7 at 1:00 pm arriving 2:39 pm to connect with US 798 departing 6:40 pm for arrival in AMS at 8:45 am on August 8. She was only able to procure us coach class seats on US 1955. We did have business class seats on US 798, but this aircraft was built in 1993, extremely worn and had broken seats. The experience was disappointing and we were surprised no one offered to make any improvements to our situation.

The reason for this trip was to take a Viking River Cruise leaving Amsterdam in the early morning of August 8 where all lodging and meals were pre-paid. The delay in flights created the following expenditures (receipts were attached to my American Airlines communication):

Two Uber trips on August 6, totaling $ 81.15
Lunch at the CLT airport on August 7 30.00
Lost cost of pre-paid transfer to ship 60.00
Train ticket to catch up with ship 168.14
Hotel in Cologne on August 7 199.00 Used 35,000 reward points. Hotel quoted 199 EU
Dinner in Cologne on August 7 111.15
Taxi to get to ship on August 8 10.97
Loss of two days of our vacation 2596.14

TOTAL $3256.55


We respectfully requested a refund of the expenses we incurred as a result of the flight delay and lack of assistance to assure we could make our destination in a timely manner, sent in a letter dated August 24, 2015.

American Airlines Replied by e-mail on September 8, 2015:

We are very sorry that your trip did not go smoothly. On-time performance is very important to us and when we can't get our customers to their destinations as planned, it's disappointing to all of us. After reading the details of your experience, there is no question that the delay of your flight was frustrating -- bad weather can really cause difficulties for everyone concerned.
When the weather is inclement, we just don't have very many options to make the situation better. Still, your comments help us understand how we could have made this experience a little less frustrating, and we have sent a copy of your letter to the appropriate management staff.
While we do all possible to avoid disruptions to our schedules, sometimes changes are unavoidable -- especially when bad weather affects our operation. When disruptions do occur, we will do our best to minimize your inconvenience. Still, since such situations are largely out of our control, it is not our practice to offer compensation or reimburse for unexpected expenses.
Still, you have our assurance that we will always work hard to get you to your destination on time. We hope you will give us another opportunity to do so.


Sincerely,

Tristian Stone
Customer Relations
American Airlines

AA Ref#1-4278388902

I replied on September 21, 2015:

Dear Tristian Stone,

Thank you for your response to my letter of August 24, 2015. I am attaching a copy of said letter as I do not believe it was thoroughly read. At no time in this letter was a weather delay mentioned. The reason for the delay of flight US1806 on August 6, 2015 was communicated at all times by employees of US Airways as equipment failure. The individuals at the gate for this flight directed us, as best they could, to get us to LHR.

The direct flight to LHR on August 6, 2015 (the flight we tried to procure when we realized we would not have equipment timely enough to make our connection) left on time.

A more appropriate response to our claim is expected.

On November 5, 2015, we received the following e-mail from American Airlines:

I've received your recent correspondence. I am sorry to learn that you are still upset with us. In view of all you endured, however, I can understand your commitment to this matter. Nevertheless, we just aren't in a position to extend any gesture of goodwill, refund, reimbursement or compensation, Mrs. West. Please let me explain.
Because weather conditions have such a severe impact on our flights and are completely beyond our control, our policy has always been not to offer a gesture of goodwill when flights don't operate on time when Mother Nature is the culprit.
While it is certainly our goal to operate each and every flight as planned, we have the responsibility to make changes to our schedules to resolve problems caused by weather, flight conditions, mechanical difficulties or other operational challenges. Accordingly, it is not an airline industry practice to assume financial responsibility for our customers' personal time lost or for out-of-pocket expenses when extenuating circumstances prevent us from operating as planned. I am sorry.
However, while we aren't prepared to comply with your request on this occasion, I hope you will give us another chance to serve you better. It would be a privilege to welcome you aboard very soon.
Thanks for contacting us again. Your continued business is very important to us.


Sincerely,

Tahe Monic
Customer Relations
American Airlines

AA Ref#1-4726711701

I have given American Airlines ample time to offer a solution. A phone call for a discussion would have been excellent as phone numbers were provided for both me and my husband. Since we live in Charlotte we have no recourse since American Airlines is the major airline from this location. Other than business, we will not be traveling in 2016, but unfortunately we will probably be forced to travel with American Airlines. Rest assured all European travel with be booked with Lufthansa.