Three weeks ago my wife and I encountered a problem with American Airlines. We were set to fly to Paris on a rainy, miserable evening, and getting to the airport took longer than expected. We arrived 55 minutes before departure; the airlines people told us we had missed the 1-hour-before-flight check in window. They had given away our seats and the flight was full. They booked us on a flight for the next day and we went home. We were frazzled and dazed and realized, only when we got home, that we had been bumped and probably deserved compensation. The next day when we tried to reason with a manager, the woman yelled at us and told us that we should have read our ticket envelopes regarding the security related 1-hour-check-in minimum. We had e-tickets and no envelopes. With our boarding passes, we received an envelope that clearly stated that the drop-dead time was 30 minutes not 1 hour. This is the first time we’ve flown since Sep 11 and were unsure of what changes had occurred – outside the well-documented policies. The manager was using printed regulation as reference and the only printed info we were able find contradicts her. Can anyone suggest if we have a case for compensation? If yes, what can we expect to receive?

One hour ahead means one hour ahead, not 55 minutes or 45 minutes. I wouldn't comp you a thing but there are always lawyers out there who will sue anyone for anything.

Thomas, are you familiar with the 1-hour policy. Forgive my ignorance, but I'm not. Neither apparantly was the printer who put 30-minutes ahead on the boarding pass envelope.

Peter:<BR><BR>Two years ago when I bought my ticket it was one of those basic, "nonrefundible", "bottom of the barrel", "don't expect anything from us"fares. In addition, I refused to pay an additional small fee for "insurance" in case I couldn't make the flight etc. It was an American Airlines ticket through an agency.<BR><BR>Well, I had a family emergency the day before and needless to say, couldn't make the flight.<BR><BR>I called American. First response-"too bad-you bought the lowest fare ticket-suck it up" kind of response.<BR><BR>I called back. Another, friendlier agent told me "Give a letter a try-what have you got to loose". I tried it. Explained the whole situation. It took almost 3 months but guess what-I got a FULL refund!!<BR><BR>If I were you I would write a letter (NOT a nasty one), explain how the weather delayed your airport arrival and include a COPY of your envelope stating the "30 minute arrival time" you referred to. What have you got to loose? Ask for a full refund-they may only give you a voucher good for two years, but that's not bad compared to nothing, right? Good Luck.

Peter - so sorry to hear about your bad experience.<BR><BR>Perhaps a letter of complaint to the CEO of AA would set the ball rolling...don't bother with "customer service" departments (they are mis-named!)<BR><BR>If you had turned up in good time and the flight was overbooked, you could have been asked to change flights by AA. This happens a lot and usually, if you are not on a deadline, its a good way of getting a good deal - usually they offer overnight accommodation, a cash reward ($500 or so) and a reward ticket each (to - mostly - any destination the airline serves) on top of being able to fly out the next day.<BR><BR>I think a polite but direct letter to the CEO, pointing out the fact that you weren't actually late (the flight hadn't boarded) and the poor customer service your received, was a very unhappy experience for you and your wife. <BR><BR>Direct financial compensation may not be forthcoming but I think they should treat you as "bumped" passengers if they want to keep your business. At the very least, a couple of reward flights (business class of you belong on AA Advantage rewards programme) should be in order.<BR><BR>If this happens again, make sure you negotiate a good deal with them before you leave the airport (find someone else if you find an airline employee unhelpful or abusive) AND ALWAYS get their name!!!<BR><BR>Anyone else experience this?<BR><BR>Peter, I think you have a fairly good case for reclaiming the "bumped" package - which, after all, would have been offered to others if the flight was obviously overbooked.<BR><BR>Good luck (and I hope after all that, you got to enjoy Paris?)<BR><BR>

Peter, there has been an awful lot of publicity about arriving at airports before departure, particularly since 9/11 and all of the changes to check-in procedures in various airports. 30 minutes may be OK for national flights, but 1 hour is and has been pretty standard for years for international flights. Summer is the high season for travel between the US and Europe. I'm not surprised that the flight was fully booked and that they are following procedures to a "T." I don't believe you are entitled to compensation in this case. However, if you write a polite and reasoned "complaint" to American Airlines (check their website to find out to whom to send it) you may be given something. It always takes longer to get someplace when it is rainy and miserable out. You should have made specific plans to leave earlier.

Coincidently, I received my Frommers (sorry!) Newsletter this morning and it contained this article which might be of interest:<BR><BR>"The Squeaky Wheel: How to Complain to Airlines Effectively<BR><BR>Sascha Segan explains when, how and why you should complain--and gives <BR>you step by step instructions. <BR><BR>--For more details, please visit:<BR>http://www.frommers.com/book_a_trip/before_you_go/airfare/article.cfm?articleid=484&destid=AIRFARE"<BR>

Do you know when the boarding pass jackets were printed - ie before or after September 11? If they were printed before, they are no longer applicable. In my personal opinion, you missed the cut-off, and are not entitled to anything. The extra time needed now is to x-ray bags...a pretty good reason.

I don't think you have any case either, and think it's basically your own fault for not bothering to find out procedures and not leaving enough time to get to the airport. I would never cut things that close to arrive for an international flight only 1 hr before on a rainy day. It isn't quite clear whether you really showed up at the boarding gate 55 minute ahead or not, your post says you got to the airport 55 min ahead, that's all, which means by the time you got to the gate after checking bags, etc, it must have been only 30 min or something. I think international flights are a big deal and find out what the rules are myself, especially in that case when things had changed after 9/11, which you are fully aware of. Perhaps you've never flown before internationally, which might excuse this, but even before 9/11, you should have arrived long before that.<BR><BR>I suppose you can write and complain and ask for some free miles or something, but I don't think you have any case myself. Also, some of your statements seem unclear as to what really happened on the timing and when you really got to the boarding gate. The security time of 1 hr is a reference to time before you get ready to board, in my experience. I never would have done what you did, flights are very full this summer, I think it's your own fault.

Thanks for all your input and kind words of advice. We did get to Paris and it was a blast. Just as a clarification, however, we did allot extra travel time for rain – apparently not enough (note for next time it rains). And more importantly for this case, when we got to the check-in counter, the person working check-in was trying to check us on to our originally scheduled flight, she even issued baggage tags, which she promptly took away, upon realizing that out seats had been filled and no others available. Arguably, even, if we had been there 15 minutes earlier, our seats would more than likely have been filled. With regard to publicity, there has been indeed a lot announcements regarding “leaving extra time” and “trying to be there 3 hours prior,” but I am still having trouble finding any information on a 1-hour check-in limit for international flights. We have indeed gathered all this info and sent a polite letter to the Managing Director of Customer Relations. Now we are waiting for response. Can anyone suggest how long we should wait before sending a follow-up letter? I’m thinking 2 weeks.

3 weeks

4 weeks

Gee, all the other people managed to get there on time, and it was raining for them too, wasn't it? You have no idea what would have happenned if you'd shown up 15 minutes earlier, because you didn't! I think you have a lot of gaul to think you're entitled to compensation because it was raining and YOU didn't follow the rules!

Christina, the airline personnel and the leaflet were clearly talking about a “check-in time” not “boarding time, ” and as I mentioned above they were willing to check us in. Doubtless, if there had been seats they would have issued boarding passes and sent us to the gate. The part that perturbs me most, is the fact that when we asked the manager to show us this 1-hour policy in writing she flat out refused. Still the only thing I have seen in writing is the leaflet that came with out boarding pass talking about a 30-minute check in deadline. Whether this was printed before or after Sep 11, it is the only item describing AA’s check-in policy I have seen to date. <BR><BR>Leslie, thanks for the link. <BR>

The same thing happened to me two years ago with Delta in Atlanta. My connecting plane was late and they hadn't booked me through so I had to check in again and it was under an hour and they had almost given my seat away. For an international flight you should be at the airport two hours ahead of takeoff anyway. I don't think you are owed any compensation.

(Note: I hope I haven't double posted this, post doesn't seem to be working so I've shortened it.)<BR><BR>Well, I just checked the conditions of carriage on aa.com, and I've marked the passages of particular interest with asterisks. The good news for you Peter is that I don't see any 1 hour rule, but the bad news is the inclusion of 'at least' before the 30 minute deadline for international flights. <BR><BR><BR> ________________________ <BR>Conditions of Carriage <BR> <BR><BR><BR>If you do not present your baggage for check-in within sufficient time for it to be loaded aboard your flight under American's normal handling procedures for that airport (check with American's personnel at the particular airport), American will refuse to accept the baggage unless American is released from liability for delay of the baggage. Checked baggage may be claimed only by the holder of the baggage claim check. Baggage will not be released unless all sums due American are paid. Baggage claim checks must be returned to American on request. American is not responsible to determine that the holder of the claim check is entitled to the baggage. If baggage claim checks are lost, proof of ownership may be required prior to release of the baggage. <BR> <BR><BR>CHECK-IN REQUIREMENTS <BR> <BR>Customers must comply with minimum check-in requirements to retain their seats on the flight on which they are confirmed. <BR> <BR>For international flights, we recommend you arrive at the airport at least 120 minutes prior to departure to allow sufficient time to complete all necessary international requirements. ****You must check-in ****at least**** 30 minutes before scheduled departure time, and be present at the departure gate, to retain your reservation and a seat. <BR> <BR>You must be onboard the aircraft and in your assigned seat ***at least*** 10 minutes before scheduled departure time. <BR> <BR>Prereserved seats are subject to cancellation unless you have checked in ****at least**** 30 minutes before scheduled departure. American does not guarantee to provide any particular seat on the aircraft. <BR><BR>________<BR><BR>Good luck

Give it up already! You got to Paris didn't you? Everyone who hasn't had their head up their butt for the last nin months knows that you should be at the airport at least 2 hours prior to an international flight.<BR>I just hate it when people refuse to take responsibility for their own actions.

Sue, thanks for looking it up on the AA site. This is the exact text on the boarding pass envelope, and if we still had the luggage tags, we’d have a stronger representation of the timeline, however that point is moot, as these are gone. Much lip service has been paid to getting to the airport in “at least” one time or another, however there is limited mention, save the above, on what the minimums are.

You're welcome. The problem, Peter, is that you had checked baggage. That's why I included the paragraph on baggage. Your departure airport might require a 1 hour rule for checked baggage, even if AA themselves didn't. So it's possible that AA will claim that the 30 minute deadline applies only if you have no checked baggage. <BR><BR>I agree, it wasn't made terribly clear, which is why it can't hurt to try. At the very least, it might lead AA to rewrite their ticket envelope directions a bit more clearly. And needless to say, I think this experience probably taught you to like sitting around in airports better. <BR>: - )

My understanding for years has been that minimum for international travel was 2 hrs. and that that was bumped up to 3 hrs. after 9/11. When things relaxed a bit couple of months ago, assumed it went back to 2 hrs., but never to 1 for overseas.