American Airines - Bad plane going; No plane coming back
 

We flew AA from JFK to Zurich on Jan 1st. The plane was really, really old. I expected the Wright Brothers to be seeing us off.

The audio didn't work so while you could view the movie on overhead drop down screens no less, there was no sound. So no sound for music either. OK I said to myself. I'll read. Oops - Unfortunately the overhead lights weren't working. So we sat in the dark for 7 hours.

Additionally, the signs of "Lavatories Available" light didn't work, so you didn't know. Oh, and, the fuel gage or something wasn't working so they had to go get a new fuel gage computer to replace the one in the plane. (Radio Shack?)

When I commented to a flight attendant about these things she actually said: "It's a bad plane." No kidding.

OK. But at least it got us to Zurich.

<u>Worse coming home:</u> Our flight on Jan 8th ZHR to JFK was cancelled. We called AA and were told our call would be returned by someone in 1 1/2 hours. OK again. Finally an AA agent called us back, said the plane had had a technical problem and supposedly booked us a flight on Air Berlin to get us home. Unfortunately, when we got to the airport, there was no flight booked for us!

AND as Air Berlin's booking engine wasn't working we couldn't even buy tickets from them.

So we went over to a booking agent counter. After about an hour and being told it would cost us $6900 (yes that's the number) and WE WOULD HAVE TO PAY IN CASH because their CC reader wasn't working, they finally got a us flight for the next day with Air Berlin. And somehow allowed us to pay with a CC.

We have decided that from now on, we will try our best not to fly with AA.

Anyone know anything about what a mess they and their planes are and <b>why?

How horrible! Did you pay $6900?

No. As we were told that the $6900 was the price for Swiss Airlines flight all I could think was "We're never getting home." Especially when they told us we would have to pay in cash! When they finally found an Air Berlin flight the next day (Zurich-Dusseldorf-JFK) it was $1350 for both of us. We paid that and are filing a claim with AA and with our trip insurance co.

But the aggravation and anxiety were incredible. Wish we could get reimbursed for that!

Post #3 and beyond. JFK weather and probably crew timeout.

http://www.flyertalk.com/forum/ameri...solidated.html

If they said it was a technical problem and not weather-related delays you may be due compensation under EU Regulation 261/2004. Look here (among many sites) for guidelines: http://www.thisismoney.co.uk/money/h...-261-2004.html

My SO flies long haul often, and the situation you describe on your outbound flight has happened to him often enough that he always brings a fully charged iPad with which to entertain himself. He refuses to depend on any airline because, these days, they seem to let passengers down regularly with impunity.

Sorry this happened to you!

Gardyloo - Thanks. I see the AA planes to ZRH were also cancelled that same day out of JFK.

NewbE - I don't have an iPad. My husband does have a Nook. Guess we could have listened to music although I'm not sure he had downloaded any to this device. Next time. Would have been nice to be able to read my newspaper and book!!

Oh and another glitch - We were finally to take off after they got a new fuel gage computer installed and we waited for a ground crew to guide us which took 45 minutes because they were shorthanded.

Argh. And here I am recommending a trip to Switzerland to my 82 year old FIL. Can't imagine him going through this s--t.

<i>I see the AA planes to ZRH were also cancelled that same day out of JFK.</i>

If the plane can't get to ZRH from JFK it can't turn around and fly the other way. Weather-based operational delays, particularly at key hubs like JFK, have a knock-on effect throughout the entire system because not only are planes out of position but their crews can only be on duty so many hours without having to stand down under the regulations, so you also get crew shortages because the relief crews can't get to where they're supposed to be.

There are two issues here:

One is really bad luck all around, for the kind of things to happen to you, in multiples, that we all know can and do happen, but most often don't when we're lucky. Sounds like AA called up an old plane to fill in for what already was a dire situation. The airline can't be faulted for breakdowns and weather-related crew shortages and ripple-effects from continent to continent when planes are out of position.

BUT: Two - how the airline deals with its customers in that situation - now that's totally in their power to get right or not. Sounds to me like they didn't get that right in your case. Not offering you freebies for the non-functioning items on your ancient plane. Not notifying you in a timely manner, not re-booking you, not rerouting you but at least getting you going, not recompensing you (is that a word in English?) properly, making you pay out of pocket with another airline - that's shabby and you most certainly have more than one claim if you dig deep.

I've flown AA often for about 35 years and have had some issues now and then, but nothing as bad as what you describe.

Fwiw, I don't have an iPad, either, nor a Nook, but I do have an iPhone with music on it. You can also use a smartphone's flashlight to read by.
That said, I can't say I've ever had to cope with a plane whose lights don't work!

michel - We thought of writing to AA,but figure nothing will happen anyway, at least as far as recompensing, i.e. compensating us for no audio,no lights. I have already filled out a form on AA.com to get $ back for the return flight that never was.

What's interesting is that in the text that AA sent us to say "Your flight has been cancelled." It also said "We cannot rebook you."

Sign on to www.Flyertalk.com and dig around, there are some very knowledgable people, even some lawyers, who contribute. You may get advice of the kind that may result in actually getting serious compensation. You have certain rights that I cannot spell out, but if I were you, I would take this a lot further.

I don't know about lawyers, but I'd certainly write them (via their website, that is, not snail mail) to express strong displeasure. And I'd use Facebook and Twitter to assail them as well.

I've written to them. We shall see. I don't use Twitter or Facebook.

I have had similar problems on different airlines and on different routes.

Although complaining to the crew did not really fix anything, I wrote a letter to the airline giving all the details, flight numbers etc. and in depth information of the problems.

I have always received a nice letter and some sort of compensation.

So, make sure you have given them all the details.

<I don't use Twitter or Facebook.>
I don't use Facebook, but I have an account and would use it to lodge complaints, because in 2017, companies are responsive to social media. I think savvy consumers need to be aware of that, and it's certainly easy enough to do.

Sorry, meant to add, I like and use Twitter (for news, mostly), but even if you don't, it's simple to create an account and use it to tweet at companies.

Got a phone message form AA customer service. She said she will call back. (Here's hoping). I tried to call her back but it was at first busy and then no answer. So we'll see.

Be sure to mention the possibility of compensation under the EU rules. The reason for the cancellation/delay is important: if it's basically weather then they can probably escape paying you anything; if it's mechanical or related to their ground operations, different story. Obviously they'll try to avoid it if possible; remember you're probably one of a couple hundred people in the same boat, big bucks from the airline's perspective. The key is for you to document your interactions with the airline and stay firm in your beliefs. It might take some time to resolve.

I'd also expect some compensation for the runaround, at least a few thousand frequent flyer miles plus reimbursement for any out-of-pocket costs (maybe including hotel expenses) you had to fork over due to AA's poor communication skills.

Thanks Gardyloo.

We had a pair of complete sh-t planes on AA going to Spain (and return from LHR) - it's because AA is still running their zombified 767s as transatlantic planes. Those are old and cruddy. My light didn't work either time. Saved by the ipad.