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Complaint of Darren Martin - American Airlines

Complaint of Darren Martin - American Airlines

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Published by briansumers
American Airlines complaint.
American Airlines complaint.

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Published by: briansumers on Mar 03, 2014
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03/31/2014

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Darren Martin Complaint 1 of 19 BEFORE THE DEPARTMENT OF TRANSPORTATION OFFICE OF AVIATION ENFORCEMENT AND PROCEEDINGS WASHINGTON, D.C. ------------------------------------------------------ ) ) Darren Martin, ) third-party complainant ) ) v. ) Docket DOT-OST-2014-____ ) American Airlines, Inc. ) ) ------------------------------------------------------ )
COMPLAINT OF DARREN MARTIN
Comments with respect to this document should be addressed to: Darren Martin E-mail: Dated: March 1st, 2014
 
Darren Martin Complaint 2 of 19 BEFORE THE DEPARTMENT OF TRANSPORTATION OFFICE OF AVIATION ENFORCEMENT AND PROCEEDINGS WASHINGTON, D.C. --------------------------------------------------------------- ) ) Darren Martin, ) third-party complainant ) ) v. ) Docket DOT-OST-2014-____ ) American Airlines, Inc. ) ) --------------------------------------------------------------- )
COMPLAINT OF DARREN MARTIN
1.
 
This complaint arises out of American Airlines cancelling its early-morning nonstop service BOS-ORD on which I had redeemed and ticketed two AAdvantage awards as part of a BOS-ORD-LHR itinerary. AA then refused to provide alternative comparable transport unless I paid additional fees (repeatedly mischaracterized as “tax”), in violation of AA’s prior commitments to passengers and to the Department of Transportation.
I.
 
My Ticket, AA’s Cancellation, and My Discussions with AA A.
 
Ticket Issuance
2.
 
On February 2, 2014, I used AA.COM to redeem miles for one-way coach award travel BOS-ORD-LHR on 28 May. I chose the daytime departure to avoid unpleasant overnight flights. On net, the itinerary calls for departure from BOS at 6am and arrival to LHR at 10:45pm the same day. Travel was for my parents (two
 
Darren Martin Complaint 3 of 19  passengers), using miles from my AAdvantage account. I paid the $10 of taxes by credit card and received an itinerary and confirmation the same day. See Exhibit 1.
B.
 
Flight Cancellation and Initial Rebooking
3.
 
On February 16, I received a schedule notification email indicating rebooking on an alternate BOS-ORD flight on the afternoon of May 27, with a connection on the original daytime flight from ORD-LHR the following day. I called AA reservations to enquire about the change and was told the original BOS-ORD early-morning flight had been cancelled and there was no alternative to get to ORD in time for the connecting flight to LHR leaving Boston the same day as the originally booked itinerary. I was also told I was responsible for my own accommodation for the proposed overnight stay in ORD. 4.
 
I proceeded to ask about the direct flight BOS-LHR on BA. The agent said there was award availability so this was possible, but there was an additional charge of approximately $250 per person to do so. I disagreed and asked whether this could be waived since AA had made a schedule change of more than nine hours. She checked, told me everything was updated in AA’s systems, and indicated that I should be able to check online later this afternoon for confirmation. I believe AA sent a confirmation email to my father at the email address associated with his AAdvantage account, but we no longer have access to this email account. 5.
 
In the subsequent days, I used the AA.COM View Itinerary function to check the reservation. I was able to see both passengers booked on BA flight 238 direct from BOS-LHR on May 28th in X class with taxes listed as $0. I believed the trip was fully corrected, so I deleted the original change emails.

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