American Airlines passengers are complaining about the hotel room that American Airlines assigned to them for an overnight mechanical delay (and also about getting rebooked to a different city than their destination). It seems three people were given just one room, leaving one person on the floor.
@AmericanAir Classy AA. I understand maintenance issues..But a hotel voucher for three in one room with a double bed? Yep, gotta put someone on the floor. Also rebooked on 1160/5516 which puts us only an hour away from where we bought a ticket to.
Will you pay for our cab to PNS? pic.twitter.com/9mYU6vvmKC
— Jarchow Gregory (@GregoryJarchow) October 24, 2021
Cranky Flier kept insisting that it was reasonable for American Airlines to say customers will take whatever hotels are given, and that the airline will never reimburse a room for a customer. I pointed out that American’s vendor often lacks inventory for hotels when rooms are available to book outside the channel.
Already-overworked agents are asked to call and ask for more inventory. Good luck getting them to do this, and good luck with it being successful.
In the past several months American hasn’t even been able to provide rooms to their own employees properly with flight attendants sleeping at the airport and a pilot without a room sleeping in a hotel lobby.
There haven’t been enough agents working at their outsourced providers, and there hasn’t been enough hotel room inventory either – people can find their own rooms, but American’s system will say there’s nothing available.
Internally, though, American even acknowledges that the system doesn’t always work in determining whether you’re eligible for a room in the first place.
This means you’re reliant on a sympathetic agent looking up details of what caused your delay, and risking being second guessed later for coding you as eligible.
Here an agent managed to come up with a single room… for three passengers. At least, it appears, they were traveling together and not strangers. So I suppose it could be far worse. Hainan Airlines passengers once found themselves placed into an S&M-themed hotel on Valentine’s Day and forced to share a room during a delay.
Use a credit card that offers trip delay coverage when booking tickets, and use that coverage to get reimbursed for the cost of booking your own room at a hotel likely better and cleaner than what an airline will provide, plus cover your ground transportation and meals too, usually up to $500 on a qualifying delay.