A hotel reimbursement from American Airlines? Get it in writing

When John Thompson lands in Washington D.C., he discovers that the last connecting flight to Boston has left without him. An American Airlines representative assures him not to worry — he will be put on a flight the next morning and his hotel will be covered for the night. So why is his request for reimbursement rejected?

British Airways goes on the blink. What should I expect?

British Airways: “The World’s Favourite Airline.”

I know what you’re thinking. I must be joking. Certainly, Lynne Farrow from Arlington, Va., will think I am. She was one of the 75,000 passengers stranded when British Airways (BA) had a worldwide IT systems failure on May 28.

How to get an airline to compensate you — even when it doesn’t have to

Sometimes, airlines do the right thing — no questions asked.

Gerrard Hattfield knows what that’s like. The entrepreneur was flying from Durban, South Africa, back to his home in Cape Town when thunderstorms delayed his Mango Airlines departure. After a two-hour wait, an airline representative approached him and did something that surprised him: She asked him if he was comfortable.

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