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Canceled / Delayed / Overbooked
COMPLAINT: Cancelled "no crew", no compensation, no response, get bag at 2:45 a.m

 
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Old Aug 23, 2016, 3:53 AM
JLenz JLenz is offline
 
Join Date: Aug 2016
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American Airlines flight 132, DFW to EWR, schedule 6:57 p.m., Sat. Aug. 20, 2016, later put on flight to LaGuardia, bag lost, forced to wait 24 hours for it until 2:45 a.m., amidst misinformation, no information, no response.

(i) Flight cancellation because “we have no crew”, the alleged reason changed later, sent to another state, arrived after the airport was closed. My flight was cancelled and the reason seems to be the responsibiity of American. They gave the reason, broadcast over the loudspeaker, “We have no crew.” This is a terrible reason and bad business. When I went to the desk to ask what they were going to do, they said mechanically, “nothing. due to weather.” But the weather was fine all day from about 9 a.m. on. Someone even said the plane was there but without a crew! There was no problem getting the plane there, it appears. And this happened for two flights I know of. American also gave, and publicly announced, the same reason – “we have no crew” -- for the cancellation of another flight (Dallas to the Virginia or DC area), as a young woman I met told me (she was put on my rescheduled flight to LaGuardia, NYC, which was very very out of the way for her, and American would do nothing for her). She told me, “when I went to the desk to ask what they were going to do, they said, ‘nothing, due to weather.’” She suspected, as I do, they said that to evade responsibility. As she complained to me and to them (I overheard and agreed), the weather was fine all day (after an early morning storm that was over by approx.. 9 a.m., 10 hrs. before). American did not keep their part of the contract that all the passengers had paid for, and their restitution was insufficient. I understand that if a cancellation and/or excessive delay occurs, the airline bears responsibility and that passengers (pre-paying customers) fairly deserve some consideration in return.

(ii) American did not take responsibility by offering any recompense for added time, trouble, lack of meals, and additional expenses such as money for taxis due to being sent to far-away places. They first offered to put me on the same flight (to Newark) 24 hours later while refusing to provide any hotel or food or compensation for a lost day and night; nothing (I was in a strange city I did not know). They then put me on a later flight to another state, much further from my home in NJ. LaGuardia (NY instead of Newark) was better than nothing, except we arrived after the airport closed (the pilot said they were making a habit of this) so there were no shuttle-buses and we had more expenses for a cab, and, in my case, much further to go. (On top of this I had a really expensive trip, $120, to get to my first flight on time and would not have needed to do this if I knew they were not keeping their part of the deal but sending me hours later to another destination.) (When my bag was lost for a day, I also thought it was dangerous to arrive at a closed airport with no security or protection for the baggage carousel or check on people exiting! This seems an inherently unsafe thing for the airline to do.)

(iii) Re: Baggage File No. LGAAA01186293. American lost my luggage and I had to spend the whole next day waiting for it until 2:45 a.m. the next morning! First, earlier in the evening two American employees in DFW airport had assured me it was going to be put on my new flight to LaG; as I boarded it I was even told by the American employee that my bag had been scanned in for the new flight. Didn’t happen though! Human error, or I suspect possibly a deliberate act, because perhaps they were not able to get it to the new flight in time, sent it to Newark at about 3:00 a.m.. About 20 people did not have bags and I have seen nothing like that ever. I went to a friend’s in NYC since it was already 2:00 a.m. (Sun. 8/21) when I got there and I had to wait for the bag which they said they were sending me. That day I received an email that the bag arrived in Newark Airport about 3 a.m., was processed by American somehow at 11 am, and picked up by a delivery company at 3 p.m. I received an email telling me my bag would be delivered by 9 p.m. that day, Aug. 21. I had to wait home all day as I am the only person here in a friend’s house, and I am not at home and have no clothes or anything (my contact solutions and glasses being in my bag, for one thing). Well, 9 p.m. comes and goes. No word from them. (This terrible company, working for American, I only know by WheresMySuitcase.com and a NJ no., 908-290-3068.) The dreadful delivery company calls me at 9:28 p.m., almost half an hour after their latest delivery time, saying that it will come at 1 a.m. Nothing at 1 a.m., nothing at 2 a.m. I find out my driver picked up my bag in NJ at 11:29 p.m.! (I am now on W. 87th St., barely more than an hour from Newark.) This is American’s service, by the way. I call American’s Baggage number and tell the story at 2:25 a.m.; American says they do not deliver after 12 or 1:00. In other words the woman in Baggage had never heard of this! Wrong! Just then my driver calls and delivers the bag at 2:45 a.m. after I have been forced to wait all day and been given sometimes wrong information and sometimes no information. A whole day lost on top of the hours the night before and the lost hours in the next morning due to being up past 3 a.m.

(iv) American has not responded to my three emails requesting what kind of compensation they will offer me, except for one e-mail response telling me to call baggage to find out where my bag was. That was their only response to the above story of malfeasance by them and the delivery company! They cared nothing about the dereliction I explained in my letter, they ignored my point, that they and the deliverer should be accountable and American should know how shoddy this business was, since American was behind this whole fiasco of non-delivery. But I have already seen their failure to take responsibility for not doing their business, in the flight cancellation (“we have no crew” -- for two flights). Only the nice ‘baggage’ woman on the phone at 2:25 a.m. responded, nicely, saying she will relay my complaint about the delivery company, and, by extension, American’s way of handling this delivery badly. But I have seen that American will not respond. This was my first flight after receiving an AAdvantage credit card and frequent flyer plan, because I was planning to go to Dallas regularly. I thought this might encourage them to respond to my emailing them three times with the above. No response! I do not wish to see American Airlines again.
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