If an airline says they won't do as much for your flight cancellations or delays, even if it is their fault, you should listen. They expect cancellations and delays to be serious issues otherwise why bother? They don't take responsibility, they are not customer-centric airlines.
American Airlines has updated their contract of carriage to clarify that they don't want to be held responsible for customers who are not satisfied with the service. (HT: @JTGenter
If they don't feel it is cost-effective or convenient, they won't have to transport you there. The only thing they owe is a reimbursement.
Even if they are responsible for your delay (such as a mechanical), they will not reimburse you. If they offer a voucher, you will have to wait in line with other passengers to get a voucher.
2. If AA or our airline partner fail to operate, delays or cancels your arrival for more than four hours, our sole obligation will be to refund your ticket value and any optional fees as per our voluntary refunds policy. You may be stranded by AA on the day you travel. pic.twitter.com/NQ86vzEz5j JT Genter (@JTGenter) September 5, 2021
4. If AA leaves you stranded somewhere, and it's their fault, AA will not cover the hotel cost unless it's an approved hotel. If AA leaves you stranded, be sure to wait in the airport line to find a hotel. pic.twitter.com/3aIUQPVajj JT Genter (@JTGenter) September 5, 2021
5. Even worse, AA emphasizes in the next section, that if you book your own arrangements, without authorization from American Airlines (@JTGenter), you are responsible for paying for your hotel, meals, and other expenses. pic.twitter.com/J8rymzYbXq JT Genter (@JTGenter) September 5, 2021
This is, in large part, a way to bring the airline's written terms in line with the way they treat most customers.
Recently, I wrote that American Airlines would no longer reimburse passengers for hotel stays unless it was legally required. This is true even if the airline's hotel booking tool does not have sufficient hotel availability, according to an internal document reviewed and approved by View From The Wing. To source more options, airline employees are told to bang their heads against the wall and make a call or use the chat function with the provider.
. The airline employees are instructed by the company to call the outsourced provider or use the chat function to request more options. Customers are no longer allowed to reserve backup flights, but Executive Platinum and Concierge Key members can make exceptions. This is due to America's poor operations history. Executive Platinum members are the best option to ensure I get to where I want to go on the day I need to.
American co-brand credit cards issuers Citibank & Barclays have stopped offering travel protections for tickets purchased on their cards. It is not a good idea buying American Airlines tickets with American Airlines credit cards. You will lose trip delay and cancellation coverage. Lost and delayed bag coverage are also excluded.
