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Claimant's opinion: We're lucky we didn't kill ourselves or anyone else, driving in such an exhausted condition due to American's refusal to handle the situation properly.
Response to DOT and AAAmerican effectively abandoned its passengers in Miami when it re-assigned the flight crew. Apparently this was due to American's lack of preparation for new rules about crew flying time limits.Passengers received no information or help other than that 'there aren't any other flights for four days' and were subjected to unconscionable delaying tactics. These appear to work most of the time, allowing American to continue its practices--oddly, my daughter found that a new classmate at UNC had been on exactly the same flight. Her parents had had previous experience trying to resolve a similar issue with American and didn't even try this time. The average person doesn't have the time, knowledge or energy to deal with all this.American first completely ignored attempts to resolve this via their regular customer resolution channel. Then when we tried outside help, customer service said we should use regular channels, which we took to be a joke. They eventually refunded the Miami leg of our flight. After more pressure, they agreed to refund our actual expenses for getting home. The check includes a release that I am not at this point willing to sign. Airlines routinely offer passengers 100,000 miles apiece for voluntarily getting bumped and taking the next flight. We were very definitely INvoluntarily bumped and abandoned, but American has offered us nothing.This is not just about reasonable compensation for us. American treated ALL its passengers on that flight extremely badly, and I cannot even imagine what visitors to this country, with few resources and/or no international driver's license, would have done. American needs to seriously review its policies and service.
"If you're put on stand-by due to a flight cancellation, insist on knowing your position on the standby list and the likelihood of getting on the substitute flight. American told us we had a good chance of getting on--turns out we were 16th, 17th, 18th and 19th in line on a packed flight."
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