We Wish All Our Members & Readers A Happy & Joyous Holiday Season & New Year
December 22, 2015
You're a mean one ...
I have a nice AA story to tell.
My niece is a student at Baylor University in Texas. When she got to the airport for her code-share hopper flight from WACO Texas, she didn't have her identification or 25.00 for her checked baggage.
The check-in attendant made it possible for her to get into the airport without her identification, and in addition she pulled 25.00 out of her own pocket for her one checked bag since Aspen didn't have any money to pay for it.
This check-in lady was Terri Heaton an American Airlines employee.
I would like you to tell this positive story in the next newsletter if possible. It's a rare opportunity to tell an arrogant airline like AA thank you for having a great employee who was willing to use heroics and her own money to allow this precious young student to fly!
Hi Karina, (writer cc:ed FlyersRights on a letter to Silver Airways)
I do not accept your opinion:
"As it stands, your tickets, with the information you provided, displayed no baggage allowance or free pieces to check."
Please look again at the attachments. I will argue that they are a part of the contract. They are discrepant with the verbiage you sent me, but are contractual terms regardless.
You must honor that. It is not my responsibility to read pages of fine print , looking for contradictions to the up front bold print. There is no reference or conditions in my attachments. It clearly states bags are free. This is an issue of principal. I paid $2,273.90 for two first class tickets. For that contractual fee, I expect exceptional service, nothing less. I am copying Flyers Rights on this issue.
My contract (attached) is clear. It has no disclaimers in it, therefor, since you sub contract with United, you must honor United's apparent mistake in producing contradictions. In such a situation the small print is not legal and is not valid. Check with your lawyers, my suggestion, issue me a refund, take no retaliatory action against me or I will contest the charge. Get your $50 from United & tell them to fix their contractual conflicts. You really don't want a class action law suit on this. Give me my $50, apologize for the inconvenience, and I will forget it.
By the way, this happened last year to me, same exact situation. I took no action figuring it was a mistake that would be corrected. I was wrong. You really owe me $100. Give me a $50 & I'll walk.
From: Silver Airways Corp
Sent: Friday, December 18, 2015 4:40 PM
Subject: Re: charge dispute
Good afternoon Mr. D-,
Thank you for reaching out to us with your concern regarding baggage fees paid with us. Upon review of your claim, unfortunately, your refund request cannot be granted. In regards to interline baggage fees, this is stated on United Airlines' contract of carriage:
I) Interline Baggage Acceptance
...c) Where UA is a Participating Carrier or is not the Selected Carrier on an interline itinerary but is an Interlining Carrier that is providing transportation to the passenger based on ticket issued, UA will apply the Selected Carrier's baggage rules throughout the Interline Itinerary.
3) Disclosure of Baggage Rules - For baggage rules provisions related to a passenger's first and second checked bag and the passenger's carry-on baggage (i.e., the passenger's "standard" baggage allowance), when UA sells and issues a ticket for an interline itinerary, it will disclose to the passenger on a summary page at the end of an online purchase and/or on the passenger's e-ticket receipt at the time of ticketing, the baggage information relevant to the passenger's itinerary and the applicable baggage rules of the Selected Carrier. (page 33-34).
Therefore, as stated previously, we cannot grant your refund request as baggage items are subject to a charge on interline flights. We would like to suggest, if you decide to travel on an interline airline under United Airlines ticket, to contact United to make sure that in your ticket they apply your baggage allowance. In this instance, upon check in with the other airline, no charges will be applied. As it stands, your tickets, with the information you provided, displayed no baggage allowance or free pieces to check.
I do apologize for this inconvenience as it was a pleasure to serve you. Thank you.
Thanks for the update on compensation rights. Would you have a link to a website that gives more information on exactly what compensation is due in what circumstances? For example, due to mechanical issues on my first flight, I missed my international connection. I was re-routed but got to my destination about five and a half hours later than my original routing.
Was I entitled to compensation and, if so, how much? It would be useful to have a link to a site that helps passengers determine that, particularly when standing in front of the airline representative!
You might also want to suggest to your members that, when they do receive compensation, they should consider giving all or a portion of it to FlyersRights. Most of us would not have even known to ask for it except for your efforts. And, I love the irony of using an airline's money to fund a passenger rights organization!!! It just seems fitting!!
Thanks for all you do.
It is often difficult to get the airlines to actually pay the required compensation. We advise using one of the services that attempt to collect for you for a percentage of the compensation due. They have a great track record of collecting with success rates of 98 percent. One of these services is EuClaim, which can be found at www.euclaim.com . Another is Refund me.https://www.refund.me . Best of luck in your attempt to collect your compensation.
Just a note of another crazy flight experience. I am a Diamond Medallion Flyer with Delta Airlines and am approaching 3 million miles, therefore you know the pain I have felt in the past and frustration with numerous flight experiences. However I had a new one this past weekend which actually was a first.
My wife and I had booked first class tickets for a short visit to New York, LaGuardia airport on Delta. Our flight back was to depart at 11:00 a.m. on Sunday December 6, 2015 flight 1131. We had booked this flight so we could have breakfast and take out time getting to the airport.
On Saturday around noon, Dec 5 I received a change in schedule from Delta telling me my flight was now 8:54 a.m. and had been moved up. I called Delta and they told me it was an equipment change and they needed to get the plane to Ft Lauderdale and flight was moved up 2.25 Hrs.
I attempted to print my boarding pass which gave me a flight time of 11:00 a.m., no change. I called again and the agent told me flight was 11:00 a.m. I told her I received an e mail for 8:54, she checked and got back with me and indicted that I was right, system was delayed and had not yet updated new flight time.
I called a third time at 9:00 p.m. that evening and was again told flight was at 8:54 a.m. Not believing anything I am told by an airline, I called at 6:00 a.m. Dec 6 prior to leaving for airport, and although the flight still showed 11:00 a.m. on my ticket and Delta site, Deltas own site contradicted that information and showed the flight leaving at 8:54 a.m. on the ticketing site (Delta). SO, we left for the airport, and upon checking in was told it was 11:00 a.m.
I showed the ticket agent my e mail from Delta, at which time two other individuals behind me, apparently hearing my conversation, indicated they were on the same flight and received the same information.
The ticket agent then made a few calls after typing for about 5 minutes, typing what I have no idea, and then said we were right flight is scheduled for 8:54. a.m., PROVIDING enough passengers received the message. WHAT???????????????????? What the hell does that mean?
We all proceeded to gate of course gate was empty of agents but plane sitting there.
At 7:40 a.m. I then received another e mail from Delta indicating the flight was 11:00 a.m. At this time about 30-40 people were at gate. Of course we would be at airport since the flight time is set for 8:54 a.m.
Deltas excuse?????????????????? No idea how this happened. Gate agents had no information.
I asked crew when I got on plane what time they were told this flight was: Answer: 11:00 a.m. They received no information of a flight change.
Typical airline run around and total incompetence. Every person on this flight should receive full compensation, plus 10.
I think if Congress doesn't act, especially on the seat space requirement, sooner or later we're going to have an emergency where people die or are seriously hurt because they can't get out of the tightly packed rows fast enough. Kind of like it took the Triangle Shirtwaist fire to establish some minimum standards for workplace safety.
Dear FlyersRights team:
You should know that we made a $500 donation on 10-13-15 in response to your 'Help an Old Friend' keep the lights on campaign and received nothing but this paypal receipt. While I know how things can slip through the cracks and I don't hold it against you, if this happened to others as well, you're not likely to see repeat donations when you need them. Just an FYI. Keep up the good work.
My sincere apologies. We very much appreciate every donation. Thank you to all who've contributed to FlyersRights!
WE'RE NOT DONE YET
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We are commited to solutions for promoting airline passenger policies that forward first and foremost the safety of all passengers while not imposing unrealistic economic burdens that adversely affect airline profitability or create exhorbitant ticket price increases.
All American air carriers shall abide by the following standards to ensure the safety, security and comfort of their passengers:
Establish procedures to respond to all passenger complaints within 24 hours and with appropriate resolution within 2 weeks.
Notify passengers within ten minutes of a delay of known diversions, delays and cancellations via airport overhead announcement, on aircraft announcement, and posting on airport television monitors.
Establish procedures for returning passengers to terminal gate when delays occur so that no plane sits on the tarmac for longer than three hours without connecting to a gate.
Provide for the essential needs of passengers during air- or ground-based delays of longer than 3 hours, including food, water, sanitary facilities, and access to medical attention.
Provide for the needs of disabled, elderly and special needs passengers by establishing procedures for assisting with the moving and retrieving of baggage, and the moving of passengers from one area of airport to another at all times by airline personnel.
Publish and update monthly on the company’s public web site a list of chronically delayed flights, meaning those flight delayed thirty minutes or more, at least forty percent of the time, during a single month.
Compensate “bumped” passengers or passengers delayed due to flight cancellations or postponements of over 12 hours by refund of 150% of ticket price.
The formal implementation of a Passenger Review Committee, made up of non-airline executives and employees but rather passengers and consumers – that would have the formal ability to review and investigate complaints.
Make lowest fare information, schedules and itineraries, cancellation policies and frequent flyer program requirements available in an easily accessed location and updated in real-time.
Ensure that baggage is handled without delay or injury; if baggage is lost or misplaced, the airline shall notify customer of baggage status within 12 hours and provide compensation equal to current market value of baggage and its contents.
Require that these rights apply equally to all airline code-share partners including international partners.