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We have the authority and the responsibility to make changes to our schedules to resolve problems caused by weather, flight conditions, mechanical difficulties or other operational challenges.
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Dear Mr *****,
We are so sorry to hear of your travelling experience with AA. As an airline, we are obviously not in a position to guarantee to fly you to where you want to go, when you want to go there. Whilst we understand your frustration at arriving at the airport only to find that we don't have a pilot available to fly the aeroplane, it does state clearly that passengers are expected to arrange their own back up pilots in the event that AA are not able to provide one. As you failed to show up at the airport 24 hours before your flight (as recommended in Clause 600.900 Section A, para 4,000, clause 47 of our website) and failed to arrive with a fully qualified pilot, AA cannot be expected to compensate you for your failure to comply with our terms and conditions. The reason that you were told it would be another 10 minutes was because AA was waiting for another a passenger to comply with the "bring your own pilot" clause, but inexplicably on this day, NO passenger complied. This is most unusual and we are sorry if this impaired your flying experience with AA.
We are very sorry that you were left in a parking lot for an hour and then made to wait hours to check into another hotel. Clearly this was unsatisfactory to you, and AA would like to express our regret at your discomfort. However, most of our passengers have told us in survey's that they prefer to wait in parking lots rather than in other settings when delay's occur.
When things which are beyond our control, such as not having any staff to fly our airplanes, not having enough airplanes for the numbers of passengers we have sold tickets to and taking money from passengers for seats which don't exist, AA does it's best to help our passengers. In this case, we were able to arrange a hotel room for you. I am sorry that you had to wait in line for 7 hours and then leave 3 minutes after you got in the room to take the shuttle back to the airport. Sometimes events are beyond our control.. however I do hope the 3 minutes rest went some way to offer some comfort in what was a difficult journey for you.
Mr ***, your business is valuable to us. We would very much like the opportunity to keep you in an airport for hours on end, leave you stranded in a car park, make you stand in line in an annonymous hotel, lose your bags and hold you hostage on a plane with no pilot again. Please accept 50 miles aadvantage miles, which we have credited to you account with our sincere apologies. We hope you will give us another chance to not fly you to your destination.
Yours sincerely,
Yurra Fule
Director of Passengers Non-Flying Experiences