Comments on: Missed flight penalty: American Airlines charges $742 to student delayed by customs http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Anonymous http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-91425 Anonymous Fri, 13 Jan 2012 14:23:00 +0000 http://www.elliott.org/?p=7258#comment-91425 Why has she missed the flight fro SFO to MIA? Was she late to check-in? Was she delayed by TSA after check-in? Hard to evaluate the situation without knowing the specifics.  Why has she missed the flight fro SFO to MIA? Was she late to check-in? Was she delayed by TSA after check-in? Hard to evaluate the situation without knowing the specifics. 

]]> By: Anonymous http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-91423 Anonymous Fri, 13 Jan 2012 14:22:00 +0000 http://www.elliott.org/?p=7258#comment-91423 Denise, the airline will not sell you a ticket with too short of a connecting time. It varies according to airport etc. What she did was probably this:1. Figured out two flights that she couldn't find on the website (Grenada-US)2. Tried to book them step-by-step (e.g., one flight at a time) This makes a whole new difference in terms of how the legs are treated Denise, the airline will not sell you a ticket with too short of a connecting time. It varies according to airport etc.

What she did was probably this:1. Figured out two flights that she couldn’t find on the website (Grenada-US)2. Tried to book them step-by-step (e.g., one flight at a time)
This makes a whole new difference in terms of how the legs are treated

]]> By: Anonymous http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-91422 Anonymous Fri, 13 Jan 2012 14:20:00 +0000 http://www.elliott.org/?p=7258#comment-91422 Brian, this is a case where the traveler did something that put her at her own risk: separate ticketing to get around a minimum connecting time rule. Had she booked her whole trip in a single ticket, the problem wouldn't have happened. Brian, this is a case where the traveler did something that put her at her own risk: separate ticketing to get around a minimum connecting time rule. Had she booked her whole trip in a single ticket, the problem wouldn’t have happened.

]]> By: Anonymous http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-91421 Anonymous Fri, 13 Jan 2012 14:18:00 +0000 http://www.elliott.org/?p=7258#comment-91421 I suppose many commentators here are missing the MAIN point: she was travelling on two tickets and the tickets were NOT linked.  This error is becoming more common as some airlines, flying fuller planes, are increasing the restrictions on connections or not selling some connections at all. It is most common of a problem when someone lives near an airport where only a carrier flies, and needs to take an overseas flight with a second carrier that doesn't have an interline agreement with the first, so that linked tickets will either cost absurdly high, or not be ticketable altogether. In other occasions, people like to buy separate tickets to take advantage of a sales/special fare only available for departure from certain airports (common with international carriers operating in US). Buying separate tickets is tricky and risky. I'd not recommend anyone doing that unless there is an overnight hotel stay already scheduled for. Especially if it involves overseas travel. I don't see how the airline is liable for that. It would be the same as saying airlines should refund passengers that get stuck in the Interstate leading to the airport and miss their flight.   I suppose many commentators here are missing the MAIN point: she was travelling on two tickets and the tickets were NOT linked. 

This error is becoming more common as some airlines, flying fuller planes, are increasing the restrictions on connections or not selling some connections at all.

It is most common of a problem when someone lives near an airport where only a carrier flies, and needs to take an overseas flight with a second carrier that doesn’t have an interline agreement with the first, so that linked tickets will either cost absurdly high, or not be ticketable altogether.

In other occasions, people like to buy separate tickets to take advantage of a sales/special fare only available for departure from certain airports (common with international carriers operating in US).

Buying separate tickets is tricky and risky. I’d not recommend anyone doing that unless there is an overnight hotel stay already scheduled for. Especially if it involves overseas travel.

I don’t see how the airline is liable for that. It would be the same as saying airlines should refund passengers that get stuck in the Interstate leading to the airport and miss their flight.  

]]> By: Anonymous http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-91420 Anonymous Fri, 13 Jan 2012 14:13:00 +0000 http://www.elliott.org/?p=7258#comment-91420 Brian C, if she payed to fly, she should have been flown. I'm not on the blind "the customer is always right no matter what" camp, but I also refuse to park my car on the "be smart or don't leave home" one. Moreover, I'm very weary of this "changes of mode of transportation". If I'm paying to fly from JFK to WAS, for instance, unless there is something affecting the ability of planes to fly (bad weather, for instance), I most definitively don't want to be put on an Amtrak train or a Greyhound bus! Brian C, if she payed to fly, she should have been flown. I’m not on the blind “the customer is always right no matter what” camp, but I also refuse to park my car on the “be smart or don’t leave home” one.

Moreover, I’m very weary of this “changes of mode of transportation”. If I’m paying to fly from JFK to WAS, for instance, unless there is something affecting the ability of planes to fly (bad weather, for instance), I most definitively don’t want to be put on an Amtrak train or a Greyhound bus!

]]> By: bc http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-91228 bc Tue, 10 Jan 2012 18:25:00 +0000 http://www.elliott.org/?p=7258#comment-91228 I did the same thing to Croatia on Lufthansa. From PDX-FRA-ZAG the ticket price was $1700! If I booked PDX-FRA-PDX and a separate FRA-ZAG-FRA the combined ticket was less than $1200. They also combined the codes for me and checked my bags all the way through. I think the key here is the fact it's the same carrier.  In this case it appears there simply wasn't enough time between flights to clear customs and catch the connecting flight which caused the problem.  I did the same thing to Croatia on Lufthansa. From PDX-FRA-ZAG the ticket price was $1700! If I booked PDX-FRA-PDX and a separate FRA-ZAG-FRA the combined ticket was less than $1200. They also combined the codes for me and checked my bags all the way through. I think the key here is the fact it’s the same carrier. 
In this case it appears there simply wasn’t enough time between flights to clear customs and catch the connecting flight which caused the problem. 

]]> By: Brian C http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-54139 Brian C Wed, 24 Nov 2010 19:34:09 +0000 http://www.elliott.org/?p=7258#comment-54139 @Judith "My daughter missed her connecting flight in Madrid to Sevilla because she was in a baggage claim line and was physically unable to deplane, collect baggage and make it to the gate within the allocated time. She waited 12 hours in the Madrid airport, after coming in from a transatlantic flight before she was able to fly out to Sevilla." Your daughter is not very smart then, for 40 bucks she could have been on a high speed train and be in Seville in less than 2 hours. The subway from the airport goes directly to the Atoche Renfe station where trains leave about every 2 hours or so to Madrid. When planes are delayed people need to be creative and have done there research ahead of time in cases such as these. @Judith

“My daughter missed her connecting flight in Madrid to Sevilla because she was in a baggage claim line and was physically unable to deplane, collect baggage and make it to the gate within the allocated time. She waited 12 hours in the Madrid airport, after coming in from a transatlantic flight before she was able to fly out to Sevilla.”

Your daughter is not very smart then, for 40 bucks she could have been on a high speed train and be in Seville in less than 2 hours. The subway from the airport goes directly to the Atoche Renfe station where trains leave about every 2 hours or so to Madrid.

When planes are delayed people need to be creative and have done there research ahead of time in cases such as these.

]]> By: Roger Alexis http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-25911 Roger Alexis Fri, 23 Oct 2009 16:46:56 +0000 http://www.elliott.org/?p=7258#comment-25911 The formula for calculating the minimum connecting time is to ensure you stick to to the respective airline check in time.Some airline dictate that your check in time is 2 or 3 hours before departure. Secondly, linking PNR's is one thing, linking different fligths of other carriers is another. There is something call "legal connection" if missed will be honoured by the carrier as long as they are the one responsible for contributing to the lost connection.It is the responsibilty of the travler to ensure that they understand their transportation contract. The airline is not obligated to ensure that you understands the rules of contract. The formula for calculating the minimum connecting time is to ensure you stick to to the respective airline check in time.Some airline dictate that your check in time is 2 or 3 hours before departure. Secondly, linking PNR’s is one thing, linking different fligths of other carriers is another. There is something call “legal connection” if missed will be honoured by the carrier as long as they are the one responsible for contributing to the lost connection.It is the responsibilty of the travler to ensure that they understand their transportation contract. The airline is not obligated to ensure that you understands the rules of contract.

]]> By: How the travel industry can win you back http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-24168 How the travel industry can win you back Tue, 15 Sep 2009 13:46:45 +0000 http://www.elliott.org/?p=7258#comment-24168 [...] of her flight — which was more than the cost of the entire roundtrip ticket — don’t buy it. (Here’s more on her experience.) “I explained the situation to them and they still insisted that I had to purchase another [...] [...] of her flight — which was more than the cost of the entire roundtrip ticket — don’t buy it. (Here’s more on her experience.) “I explained the situation to them and they still insisted that I had to purchase another [...]

]]> By: Ginny http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-23603 Ginny Tue, 01 Sep 2009 22:03:08 +0000 http://www.elliott.org/?p=7258#comment-23603 I would fully expect the airline to provide alternate flight for me if my flight is missed. I leave Tampa to Charlotte with one hour & five minutes between to my connecting flight to Frankfurt. should my Tampa flight run the least bit late, my chances of making the Frankfurt flight are slim. Should I miss the flight I would expect nothing less than for the airline to accomidate me. I think it's high time the airlines started treating their customers with a little respect. I have had Contintal Airlines board my grandaughter & myself on a plane at 7:30 A.M. & the plane did not depart until 7:00 P.M. where I was taken to Texas only to find out there were no outbound flights until 7:00A.M. Having arrived in Texas to find hundreds of people in the same situation. No hotels were available within a 2 hour radius. Everything in the airport was closed down at 10:00 P.M. Nothing was open to get a drink or food of any kind. The airline claimed bad weather was the cause of the problem, yet they continued to drag people into the airport knowing they had no place to go. The people had no Idea until they reached Texas what the situation was. I watched women with tiny babies & no formula to feed them. 86 year ols women trying to sleep upright in chairs. I was one of the lucky ones that brought a blanket that I could lay out on the floor for my 3 year old grandaughter to lay on as to not be directly on the marble tile floor. The airline had the nerve to go around & sell little pillows for $5.00 each, All the while claiming that it was not the airline's fault for the weather. reading this story, you may have sympathy for the airline, but before being to sympathetic understand that they could have told me the situation in Tuscon where I could have gotten a hotel & just resumed my flight the next day, which is when my flight left anyway. I would not have had to sit up all night watching over my 3 year old grandaughter sleeping on a marble floor. It seems to me that the airlines does have an obligation to it's customers, & being upfront & honest is one of those obligations. I would fully expect the airline to provide alternate flight for me if my flight is missed. I leave Tampa to Charlotte with one hour & five minutes between to my connecting flight to Frankfurt. should my Tampa flight run the least bit late, my chances of making the Frankfurt flight are slim. Should I miss the flight I would expect nothing less than for the airline to accomidate me. I think it’s high time the airlines started treating their customers with a little respect.
I have had Contintal Airlines board my grandaughter & myself on a plane at 7:30 A.M. & the plane did not depart until 7:00 P.M. where I was taken to Texas only to find out there were no outbound flights until 7:00A.M. Having arrived in Texas to find hundreds of people in the same situation. No hotels were available within a 2 hour radius. Everything in the airport was closed down at 10:00 P.M. Nothing was open to get a drink or food of any kind. The airline claimed bad weather was the cause of the problem, yet they continued to drag people into the airport knowing they had no place to go. The people had no Idea until they reached Texas what the situation was. I watched women with tiny babies & no formula to feed them. 86 year ols women trying to sleep upright in chairs. I was one of the lucky ones that brought a blanket that I could lay out on the floor for my 3 year old grandaughter to lay on as to not be directly on the marble tile floor. The airline had the nerve to go around & sell little pillows for $5.00 each, All the while claiming that it was not the airline’s fault for the weather.
reading this story, you may have sympathy for the airline, but before being to sympathetic understand that they could have told me the situation in Tuscon where I could have gotten a hotel & just resumed my flight the next day, which is when my flight left anyway. I would not have had to sit up all night watching over my 3 year old grandaughter sleeping on a marble floor. It seems to me that the airlines does have an obligation to it’s customers, & being upfront & honest is one of those obligations.

]]> By: Brian http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-23211 Brian Tue, 25 Aug 2009 20:25:45 +0000 http://www.elliott.org/?p=7258#comment-23211 I'm appalled at the lack of empathy here, folks. I wish you the same response the next time the airlines greet your concern/problem with the company policy handbook. Seems too many people only want flexibility when it benefits them. I’m appalled at the lack of empathy here, folks. I wish you the same response the next time the airlines greet your concern/problem with the company policy handbook. Seems too many people only want flexibility when it benefits them.

]]> By: Denise http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-22415 Denise Sun, 09 Aug 2009 21:43:25 +0000 http://www.elliott.org/?p=7258#comment-22415 How does one find out what the minimum connection time is? Comments here are making it sound like there is a chart somewhere that one can reference to make sure they'll be able to get from one airline/gate/terminal to another at each airport. Not being a very frequent flier, the only rule I know is to make sure that there is at least one hour between connecting flights (I actually prefer two hours). I've learned the hard way that sometimes sixty minutes just isn't enough time to get between terminals at some airports, even for domestic flights when the planes are running on time, so something like a chart would actually be really handy. On the plus side, because I have mobility issues (I need a walker and don't move very fast) I make certain that before I get on the first plane I tell them I will need assistance getting to my connecting gate. Not only is there usually a courtesy tram waiting for me, I've never had an airline close the door before I got there, even the one time I was late because the tram broke down! How does one find out what the minimum connection time is? Comments here are making it sound like there is a chart somewhere that one can reference to make sure they’ll be able to get from one airline/gate/terminal to another at each airport.

Not being a very frequent flier, the only rule I know is to make sure that there is at least one hour between connecting flights (I actually prefer two hours). I’ve learned the hard way that sometimes sixty minutes just isn’t enough time to get between terminals at some airports, even for domestic flights when the planes are running on time, so something like a chart would actually be really handy.

On the plus side, because I have mobility issues (I need a walker and don’t move very fast) I make certain that before I get on the first plane I tell them I will need assistance getting to my connecting gate. Not only is there usually a courtesy tram waiting for me, I’ve never had an airline close the door before I got there, even the one time I was late because the tram broke down!

]]> By: Grace http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-22088 Grace Fri, 31 Jul 2009 17:56:59 +0000 http://www.elliott.org/?p=7258#comment-22088 My Monther-in-Law just had a similar experience this morning. She booked a flight on AA from SFO-Mimi-El Salvado. She missed her flight from SFO to Miami, so she was told she needed to pay $627 for her to be able to fly on the next available flight. The agent explained that this was for the $150 change fee and the difference between the fare she paid at the time of booking and the current fare today. This is ridiculous considering her original rondtrip ticket cost her $560 now she had to pay more just to get there one way? She asked if she could just be on stand-by and they said they do not allow you to be on stand-by on an international flight so they make you purchase the ticket at the new fare and give you credit (minus the change fee) on your old ticket. How can they justify this? Of course the fare is going to be ridiculously high for an international ticket purchased on the day of dearture. She ended up having to postpone the trip a few days to fly out on aday when the fare was not as expensive and pay $399 instead of the $627. What a bargain! - yeah right! My Monther-in-Law just had a similar experience this morning. She booked a flight on AA from SFO-Mimi-El Salvado. She missed her flight from SFO to Miami, so she was told she needed to pay $627 for her to be able to fly on the next available flight. The agent explained that this was for the $150 change fee and the difference between the fare she paid at the time of booking and the current fare today. This is ridiculous considering her original rondtrip ticket cost her $560 now she had to pay more just to get there one way? She asked if she could just be on stand-by and they said they do not allow you to be on stand-by on an international flight so they make you purchase the ticket at the new fare and give you credit (minus the change fee) on your old ticket.

How can they justify this? Of course the fare is going to be ridiculously high for an international ticket purchased on the day of dearture. She ended up having to postpone the trip a few days to fly out on aday when the fare was not as expensive and pay $399 instead of the $627. What a bargain! – yeah right!

]]> By: Graham http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-21563 Graham Wed, 22 Jul 2009 07:56:34 +0000 http://www.elliott.org/?p=7258#comment-21563 Please take care not to mix the terms "ticket" and "PNR (or reservation)". You can have many flights in one PNR/Reservation and have those flights all on one ticket or on two, or more tickets. It's the tickets that are the issue. Each ticket is a separate contract and each contract requires you, the passenger, to present themselves for checkin within stipulated limits. Please take care not to mix the terms “ticket” and “PNR (or reservation)”. You can have many flights in one PNR/Reservation and have those flights all on one ticket or on two, or more tickets.

It’s the tickets that are the issue. Each ticket is a separate contract and each contract requires you, the passenger, to present themselves for checkin within stipulated limits.

]]> By: Anonymous http://www.elliott.org/blog/missed-flight-penalty-american-airlines-charges-742-to-student-delayed-by-customs/comment-page-1/#comment-21471 Anonymous Mon, 20 Jul 2009 19:45:34 +0000 http://www.elliott.org/?p=7258#comment-21471 Lisa S, the Mireault's missing their flight isn't American's fault. In Nassau, Bahamas, US Immigration operates a pre-clearance facility so that instead of clearing US immigration/customs upon landing in the US, you clear US immigration/customs before boarding your US bound flight (same thing happens at many Canadian airports and also in Ireland). So their delay was cause by US immigration NOT American Airlines. American has no control over when the US immigration facilities will be open/staffed. Lisa S, the Mireault’s missing their flight isn’t American’s fault. In Nassau, Bahamas, US Immigration operates a pre-clearance facility so that instead of clearing US immigration/customs upon landing in the US, you clear US immigration/customs before boarding your US bound flight (same thing happens at many Canadian airports and also in Ireland). So their delay was cause by US immigration NOT American Airlines. American has no control over when the US immigration facilities will be open/staffed.

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