[zenmster]

My mother and have two TrAAvel incentive certificates that were suddenly restricted last year - before that time you could renew the certificate for two years for a fee of $100. Last Oct they arbitrarily changed it to a one time 6 -12 month renewal. After that, the certificate is no longer valid. My mother and I renewed the certificates last year planning to travel this year before the certificates expire at the end of Oct 2008. Unfortunately my mother was diagnosed with Breast Cancer in December 07 and we've been fighting it ever since. She just completed chemotherapy and radiation treatment and is so weak and fragile she cannot fly and I've been taking care of her along with my sister - if you've gone through this you know how exhausting this is.

I called AA to request an extension (offering to pay the renewal fee) and explained the Breast Cancer situation - they coldly said "No, we can't help you." I then emailed the TrAAvel Incentive dept through AA.com. They said send in a letter from the Dr, the certificates, a letter of explanation, and the renewal fee and they'd take it to management.

Two days ago they called my mother - a woman named Sandy and flat outright said they wouldn't do it then based their decision on their new policy.

From what I can tell (and my Mother is pretty accurate on these things) - the AA rep Sandy was cold and rude.

And this is the way they treat a CANCER SURVIVOR. What chance does a normal healthy person have to be treated fairly and with a little bit of compassion? The odds are not good.

It's not like she (as I wrote them) stubbed her toe or tore a hang nail...she's been battling CANCER for nearly a year. AA could of cared less. I spoke to an attorney who says I can sue in small claims in CA - it's one of the few states that can happen even though AA is based out of Dallas. I emailed AA Customer Relations yesterday - no word as of today. The jury is still out.

I wonder how this will look if the NYT or CNN picks this up. I'm emailing both of them and anyone else I can find. After this experience I don't think anything will surprise me.

My mother is severely weakened, exhausted, hairless from the chemo and this is the treatment she and I received. How much would it have hurt AA to help my mother and me after all she's been through? None from where I can see. I'm going to email the Susan G. Komen Foundation for Breast Cancer as well. This is so unbelievable.

Daniel

[Butch Cassidy Slept Here]

Sadly, organizations, like Susan G. Komen, unwittingly allow themselves to be part of the problem. As an example, AA recently painted one of their planes with the Komen logo--the pink ribbon. Rather than accepting the recognition, and any donations going with this gesture, Komen should not only not let AA use their logo, or take their money, but rather make it clear it expects AA to treat breast cancer patients with fairness and respect. If a period of time can pass, without Komen getting any complaints, THEN will AA, or any other airline be given the PRIVILEGE of donating money, and putting the pink ribbon on their planes.

Likewise, I'm sure AA, regularly, treats active duty servicepeople like dirt. Why? Because they are given a liberal free baggage allowance. Any complaints can be countered by pointing attention to that allowance.

[msdeb]

i was at the Ellen Degeneres show for Breast Cancer survivors on Oct 1st. Everyone in the audience received a free round trip ticket, anywhere American Airlines flies in the 48 contiguous states. my family lives with me, so i chose to visit my best friend in Idaho. When i called the special number to make my reservations, i was told that American doesnt fly to Idaho! can you believe it? so i emailed a complaint and was told to ask about Codeshare, that they work with other airlines, and basically pick up where the other airline left off. i would fly from San Diego to LAX, then to Salt Lake City. without code share, i would have to rent a car (where THAT money comes from i dont know, as i'm not rich) then drive 6 hours to Idaho! i called the Special Reservations number and was told that they dont accept code share since American wont pay for it! so i guess its not true, this ticket is not good for 48 contiguous states.
now i have to figure out where i'm going to come up with money to rent a car. i'm so grateful that AA gave tickets to all of the BC survivors, but if this is how they treat their customers, i'll stick to driving in my own state.

[freddiecm]

anywhere American Airlines flies in the 48 contiguous states.you chose idaho.

[msdeb]

yeah! can you believe it? and customer service wont do squat! so i am handwriting a letter to the pres / CEO of American Airlines. not sure where else i can go yet.

[jimworcs]

To be honest msdeb, I think your expectations of AA are unreasonable. AA when giving away free tickets is doing so on the basis that the cost to them is fairly limited, given that it can mop up a few empty seats.

If you then decide to go to a destination they don't fly to, it would mean that AA have to pay someone else for your journey. Do you really think that is fair? In the throw away line about any of the 48 contiguous states, did you really expect them to then list destinations they don't fly to? There must be thousands of towns and cities in the US that AA don't fly too.. do you expect them to hire rental cars for all those people?

I really think you should reflect on whether you are abusing their generosity. It was a gift to you. Quite frankly, I think it is rude to accept the gift and then complain that the gift is not to your liking. This falls under the category of looking a gift horse in the mouth.

[msdeb]

i agree with you. i felt bad at first for even questioning why they would say they fly to 48 states then they really dont. i feel that its false advertising. in my contacts with them, each and every time i have stated that i feel guilty for even second guessing this gift. i just wanted to know what people felt. i'm still going, still paying money out of pocket etc. they should just reword their certificate.

i'm not an evil person. really!

[Corbel]

but if they said a free ticket on AA to any of the 47 states, people would be wondering what state do they not fly to...its just easier to say 48. i agree with jim. but enjoy your trip., hope you have a good time

[jimworcs]

Originally Posted by msdeb

Everyone in the audience received a free round trip ticket, anywhere American Airlines flies in the 48 contiguous states.

Hi Msdeb... never thought you were evil (just a bit misguided!!)

Now, not wishing to be a pedant, but I just re-read the line above. It doesn't actually say that they do fly to all 48 states. It states that the ticket is valid anywhere AA flies in the 48 continguous states. As AA don't fly to Idaho, how is it false advertising? The reason the 48 contiguous states is mentioned is to place the boundaries on the offer... ie, you can't fly to Alaska, Hawaii with this offer, it doesn't say or even actually imply, that they do fly to all 48 states, they are simply the limits of the overall offer.

If for example, the offer had said it was a ticket to anywhere AA flies with no boundary limit, and you asked for a flight to Timbuktu, would you think you have a legitimate complaint if AA don't fly to Timbuktu? I don't think it is false advertising at all, or even misleading... they limit the offer to anywhere AA flies. Idaho falls outside that description.

Still it was a nice gesture, and even if they can only get you to Salt Lake City.. it will help you to see your best friend. Hope it goes well..

[msdeb]

actually here's what it says on the certificate

TRAVEL VALID TO: 48 CONTIGUOUS US

that is directly from the certificate.

i'm not going to debate it. i know it was a nice offer. thank you

[ChrisH]

Originally Posted by msdeb

actually here's what it says on the certificate

TRAVEL VALID TO: 48 CONTIGUOUS US

that is directly from the certificate.

i'm not going to debate it. i know it was a nice offer. thank you

Some locations that airlines fly into (all airlines - not just American), are seasonal. They only fly there during certain times of the year. American may fly into Idaho, but only at certain times. The airlines are not going to operate a flight into a location that hardly anybody flies into. They would lose money.

A below poster was correct. The only reason the "48 contiguous states" was mentioned, was to place boundaries on the use of the ticket. It wasn't to imply that American literally flew into EVERY state.

[msdeb]

while i do understand i dont necessarily agree.