American Is on the Phone. It’s Sorry About Your Summer Travel Delay

Aug 28, 2019

This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.

American Airlines has had a rough summer, so its been reaching out to customers to apologize.

Delays and cancellations on American spiked this summer as the carrier faced an extended labor dispute with mechanics and had to deal with the unexpected and ongoing grounding of the Boeing 737 MAX jets.

American’s operations appear to have stabilized in recent weeks, but that comes after tens of thousands of passengers suffered long delays or canceled flights during the busy summer travel season.

“Certainly we’ve disappointed people,” Kerry Philipovitch, American’s senior vice president of customer experience, said to CNBC while speaking to reporters at the International Aviation Forecast Summit in Las Vegas on Tuesday.

Related: An MD-80? The Truth Behind This Tiny American Airlines ‘Plane’ Parked at O’Hare

Philipovitch said American is now calling customers who have faced multiple issues while flying with the carrier during the past few months, even if it’s just for “minor inconveniences that they wouldn’t necessarily call us about.”

She added to CNBC that American has offered compensation to some customers, often in the form of frequent-flyer miles.

“We try to find them we try to call and do what we can to retain their loyalty,” she said.

Philipovitch’s comments to CNBC echo what American executives have said to other outlets during the company’s difficult summer.

As far back as June, USA Today reported “the airline’s frequent-flyer program started pulling daily reports on flight troubles encountered by members, zeroing in on those with repeated problems and reaching out to them by phone.”

Related: American Airlines’ Phoenix Hub is Still Growing; Carrier Adds 3 New Routes

“They’re going to, most importantly, apologize and they’re also going to talk with the customer. Did they have any out-of-pocket expenses? And offer miles or a voucher for future travel,” Julie Rath, vice president of customer experience, innovation and delivery, said to the newspaper for a story detailing American’s problems at the time.

Rath made similar comments to The Wall Street Journal in July as American’s problem dragged further into summer.

Beyond compensation or mileage bumps, American also told agents to award elite-qualifying miles to some passengers — even if they ultimately abandoned a delayed or canceled American flight to fly on another carrier.

For now, at least, American customers can hope that the carrier’s operations will keep trending in the right direction as fall approaches.

Stay tuned …

Featured image by Nicolas Economou/NurPhoto via Getty Images.

Related: Choosing the Best Credit Card for American Airlines Flyers

Delta SkyMiles® Platinum American Express Card

Earn 90,000 bonus miles and 10,000 Medallion® Qualification Miles (MQMs) after you spend $3,000 in purchases on your new card in the first three months of card membership. Offer ends 11/10/2021.

With Status Boost™, earn 10,000 Medallion Qualification Miles (MQMs) after you spend $25,000 in purchases on your Card in a calendar year, up to two times per year getting you closer to Medallion Status. Earn 3X Miles on Delta purchases and purchases made directly with hotels, 2X Miles at restaurants and at U.S. supermarkets and earn 1X Mile on all other eligible purchases. Terms Apply.

Apply Now
More Things to Know
  • Limited Time Offer: Earn 90,000 Bonus Miles and 10,000 Medallion® Qualification Miles (MQMs) after you spend $3,000 in purchases on your new Card in your first 3 months. Offer expires 11/10/2021.
  • Earn up to 20,000 Medallion® Qualification Miles (MQMs) with Status Boost® per year. After you spend $25,000 in purchases on your Card in a calendar year, you can earn 10,000 MQMs two times per year, getting you closer to Medallion® Status. MQMs are used to determine Medallion® Status and are different than miles you earn toward flights.
  • Earn 3X Miles on Delta purchases and purchases made directly with hotels.
  • Earn 2X Miles at restaurants worldwide, including takeout and delivery and at U.S. supermarkets.
  • Earn 1X Miles on all other eligible purchases.
  • Receive a Domestic Main Cabin round-trip companion certificate each year upon renewal of your Card. *Payment of the government imposed taxes and fees of no more than $75 for roundtrip domestic flights (for itineraries with up to four flight segments) is required. Baggage charges and other restrictions apply. See terms and conditions for details.
  • Enjoy your first checked bag free on Delta flights.
  • Fee Credit for Global Entry or TSA Pre✓®.
  • Enjoy an exclusive rate of $39 per person per visit to enter the Delta Sky Club® for you and up to two guests when traveling on a Delta flight.
  • No Foreign Transaction Fees.
  • $250 Annual Fee.
  • Terms Apply.
  • See Rates & Fees
Regular APR
15.74%-24.74% Variable
Annual Fee
$250
Balance Transfer Fee
N/A
Recommended Credit
Excellent/Good
Terms and restrictions apply. See rates & fees.

Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.