Questions and Answers

Hey Ben,
Any words of advice on seeking compensation or ‘reparations’ (from AA)? Our international trip to South America began with a problem on the domestic connection (ORD to Miami). A mechanical problem in Chicago caused a two-hour delay, which meant we missed our once-a-day-flight to Brazil from Miami. We missed a whole day of our trip. At the time of the mechanical problem in Chicago, a rebooking agent (via phone) offered us $300 per person travel vouchers – and allowed us to extend the original trip (to make up for the lost day). We had to make a decision on the spot so we accepted the $300 vouchers, but I read later that I might’ve been able to ask for cash instead. (Plus, I don’t really have the vacation time or the travel money to go on another trip anytime soon, despite the voucher.) I contacted customer service, but they acknowledged the voucher and left it dead in the water – essentially claiming no responsibility. I don’t want to jeopardize the voucher, but I’d really rather have cash. Do I push the issue up the food chain? Not to mention that AA doesn’t have a customer service phone number, all gripes must be dealt with via email, so I don’t even know who I would speak to. Thanks, Gilberto

Gilberto, according to [URL=’http://elliott.org/company-contacts/american-airlines/’]this page[/URL] on Chris Elliott’s site, AA does have a customer service number. Whatever you decide, it will pay to be patient and polite vs. confrontational.