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American Airlines
#297339
03/11/2023 03:18 PM
03/11/2023 03:18 PM
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Joined: Jun 2007
Posts: 13 Boston
DAS
OP
Traveler
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OP
Traveler
Joined: Jun 2007
Posts: 13
Boston
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Last Tuesday, March 7, my wife and I were scheduled to leave Sint Maarten on American Airlines (AA) flight 724 at 5:02 PM. We were to connect in Miami for our flight to Boston (AA1054). We had used our AA miles to reserve business class seats.
On Tuesday, our AA flight was delayed, then delayed further, then cancelled because of a maintenance issue. After spending 5.5 hours in Juliana Airport, we were given vouchers for taxis, a dinner, and a room at the Sonesta Maho Beach Resort. We were directed to a bus, transfered to the arrival area, required to pass through passport control again, pick up our luggage, and get a taxi. After arrival at the Sonesta, we, and all the other passengers from the flight assigned to that hotel, were told to take a seat and wait for the manager to update the system. We tried several times, as did others, to check in, but was told we had to wait. We had to wait over one hour, others over 1.5 hours, to check in. The Maho staff were brusque and unhelpful that evening. I tried to call AA Tuesday night to check on other flights for Wednesday, but no one answered the local AA phone. I could find no international number to call the AA Executive Platinum desk.
The AA app and AA emails later reported that our flight would leave at 7:00 AM on Wednesday, March 8, then the time was changed to 9:00 AM. We checked out of the hotel, then stopped when we met people returning from the airport saying that AA had changed the departure time to 12:00 noon. I called the local AA representative again, connected, and was told that if we wanted to change our itinerary the only available flights would be on Sunday. We went to the airport. AA delayed our flight again, and again, and again, and after waiting 9.5 hours, the flight took off ~ 7:30 PM. In the meantime AA let two other flights to Miami depart on Wednesday - but did not make those seats available to all the passengers from March 7. We missed our connection to Boston again, and had to stay overnight in the Miami International Airport Hotel. We were given economy class seats for our flight to Boston on Thursday, March 9.
We did make it home. And I understand that airplane problems can, and do, occur. But, the lack of AA customer service during those two days was very frustrating for us and the other passengers. It is perhaps time for us to accumulate miles on another airline.
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Re: American Airlines
[Re: DAS]
#297340
03/11/2023 03:41 PM
03/11/2023 03:41 PM
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Joined: Mar 2001
Posts: 17,763 Ohio
ruralcarrier
Traveler
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Traveler
Joined: Mar 2001
Posts: 17,763
Ohio
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I would contact AA customer service via email. I had a major problem leaving my local airport last year, missed my connection, a day of vacation, car rental, etc. and all due to a maintenance issue. I kept precise notes of the timeline of the events and included that in my email to AA. I really expected little or nothing but they did eventually come through with some miles and that is how I am getting back to SXM tomorrow. AA cannot control the issues with the hotel but they are responsible for their mechanical issues and customer service.
Good luck.
Sadly, just about all the airlines are lacking in customer service. Sometimes you get lucky and other times you don't.
Since the thread you responded to is over a year old, I made your post into a new thread.
J.D.
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Re: American Airlines
[Re: DAS]
#297388
03/12/2023 11:11 AM
03/12/2023 11:11 AM
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Joined: Dec 2022
Posts: 4
Charkey2
Member
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Member
Joined: Dec 2022
Posts: 4
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Yesterday March 11, Traveled American NON STOP from SXM to PHL yesterday, Ugh - SXM reader board said go to gate 6, then moved us to 9, then back to 6, then on to gate 1.. outside loaded 1 bus but left the rest of us in the sun for awhile, but OK it's the Caribbean...got to the plane and then sat on the tarmack for over an hr and a half, then back to the gate because Pilot was over limit flying hours (I think due to SXM being SO unorganized) & they got message a rocket is being launched off Virginia coast & now we can't fly...finally pilot had enough time & approval to fly to Miami, there we had to deplane, do the customs thing and try to find where we go because it was never a connecting flight. AA communication was bad because we kept getting conflicting directions, get in line, scan passport and asked for our boarding pass - which we didn't have one! Was like a wild goose chase all over the huge Miami airport following ppl who's shirt I recognized from our flight. Finally made it to PHL at midnight (6 hrs later than orig schedule). I would love to help AA by telling them they just needed to have just 2 guides (front & back of line) to show us where to go as after running all over just to board the same plane (not sure why we had to get our luggage off only to put back on the same plane). The only reason we use AA is because the direct flight to SXM, otherwise I loath them.
Last edited by Charkey2; 03/12/2023 11:12 AM.
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Re: American Airlines
[Re: DAS]
#297390
03/12/2023 11:27 AM
03/12/2023 11:27 AM
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Joined: Apr 2001
Posts: 14,677 Brookfield, CT.
pat
Traveler
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Traveler
Joined: Apr 2001
Posts: 14,677
Brookfield, CT.
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This is purely from my personal experiences but we have had flights like this with AA and more recently with JB. Sad to say, it happens and I’m personally not willing to put all the blame on the airlines since the chaos in SXM has much to do with the state of flux the airport itself is in.
The good news, however, is if you take the time to write a thorough and concise explanation of what you experienced, the airlines will probably apologize profusely and compensate you generously with miles and/or vouchers for your inconvenience. At least, such was our personal experience with AA. Not so much with JB who gave away our paid for $$ extra space seats after we had checked in and were sitting in the executive lounge awaiting our boarding call.
Respectfully,
pat
"Always keep your words soft and sweet, just in case you have to eat them."
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Re: American Airlines
[Re: DAS]
#297393
03/12/2023 11:32 AM
03/12/2023 11:32 AM
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Joined: Nov 2015
Posts: 412 the Long Island
the captain
Traveler
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Traveler
Joined: Nov 2015
Posts: 412
the Long Island
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We had used our AA miles to reserve business class seats.
. After spending 5.5 hours in Juliana Airport, we were given vouchers for taxis, a dinner, and a room at the Sonesta Maho Beach Resort.
I could find no international number to call the AA Executive Platinum desk.
In the meantime AA let two other flights to Miami depart on Wednesday - but did not make those seats available to all the passengers from March 7.
But, the lack of AA customer service during those two days was very frustrating for us and the other passengers. It is perhaps time for us to accumulate miles on another airline. We were almost in for shoes a few weeks ago. Booked J w miles, late departure ( juuuuust avoiding an extra might and hotel). Curious, Ive heard vouchers are not as good as cash. Are the vouchers physical like money? And for use only at certain places? And as AA ExP, I know you guys have more....clout. But how can AA *make* seats available on those other flights assuming they are booked? Did you have seat inventory to view? It's truly hit or miss. Flown B6 and AA to SXM, each had their issues. KLM had their pax on the ground almost 5 extra nights last week. No airlines are immune so Ive become less loyal to each airline.
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Re: American Airlines
[Re: debnken]
#297406
03/12/2023 01:36 PM
03/12/2023 01:36 PM
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Joined: Aug 2000
Posts: 83,601 Central Florida!
Carol_Hill
Traveler
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Traveler
Joined: Aug 2000
Posts: 83,601
Central Florida!
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debnken--If they make a schedule change before you leave home, to make a non-stop flight into an overnight, you have the right to CANCEL altogether and get your money back. Of course, that is assuming that you could get another flight that you find reasonable in price. If there is not another option, contact them BEFORE!!! the flight and try to get some accommodation from them. For example, changing the day you fly or the connection place, or maybe even get an upgrade. They know that they are required to give you your money back if they change your flight from a nonstop and they would rather not give you your money back.
Carol Hill
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Re: American Airlines
[Re: debnken]
#297423
03/12/2023 05:02 PM
03/12/2023 05:02 PM
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Joined: Aug 2000
Posts: 83,601 Central Florida!
Carol_Hill
Traveler
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Traveler
Joined: Aug 2000
Posts: 83,601
Central Florida!
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OK, I didn't understand that from your post. For sure, the airlines generally have you by the you know what hairs, but in some cases, you do have some options. That's not the norm, as in most cases, you just have to put up with it.
Carol Hill
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Re: American Airlines
[Re: DAS]
#297426
03/12/2023 07:07 PM
03/12/2023 07:07 PM
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Joined: Mar 2004
Posts: 4,347 Vancouver, WA
Todd
Traveler
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Traveler
Joined: Mar 2004
Posts: 4,347
Vancouver, WA
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For comparison, I considered using AA miles to fund a business trip from Boston to Paris in late May with a return in early June. AA required 648,500 miles (and $148.85). The value of AA miles are not what they used to be. You need a travel consultant, and need to get your miles back for that trip and find another way. That is way too many for a trip like that especially having as much time as you do prior to travel, unless it was in the Ethiad Apartment or better. Even with declining AA point value that is near $9k worth of miles.
I prefer the Isle seat
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