You are right that AA are contractually correct to refuse to help this customer out, as would the festival organisers have been to also refuse a refund. What JW was saying was there was exceptional weather conditions which made it impossible for JW to get to the airport, and was asking the company to make an exception to their normal policy. AA were upfront.. we could, but we choose not too. The airlines however during weather related emergencies, often ask passengers to understand the exceptional weather conditions and come on this site almost daily bemoaning passengers who blame them for the weather. JW learned a lesson about AA's attitude towards it's customers, and now I hope he will apply the lessons learned and choose another carrier.
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