A couple of weeks ago while traveling home from a long work week I had a hotel snafu at LAX where American Airlines provided me with a hotel voucher for the Westin but when I arrived at the Westin the hotel had no room for me. The entire ordeal took over three hours to get sorted out and finally after working with the American Airlines twitter team, LAX agent, and a supervisor, a hotel room was provided for me at the LAX Marriott. When all was said and done, I was able to check into a hotel for a quick nap before heading back to the airport to fly my final flight home.
related reading: Hotel Roulette – American Airlines IRROPS Disaster
After the ordeal was over, I sent an email to American Airlines customer service explain the situation and my disappointed with the “LAX hotel shuffle” and customer service I received during the irregular operations (IRROPS). I wanted AA to be aware of this issue so a process review could be completed and to be sure other travelers would not have a similar issue. As when flights are delayed and canceled, the worst place to be stuck is an airport.
To my surprise, not only did American Airlines reply to my email, but the compensation and handling of the situation by American Airlines was amazing! First, the same day I sent the email to customer service, American Airlines replied and assured me that their IRROPS and hotel process would be reviewed by management. They also provided me with 15,000 Advantage miles as a token of their sincere apology! Already surprised by American Airlines generosity, I was even more surprised with Catherine Connolly, American Airline’s Director of Customer Care at LAX called me to apologize herself and explain to me what happened and she ensure me that AA was working with their vendor to make sure this didn’t happen again. If that wasn’t already enough, the regional manager for Travelliance, the company AA uses for hotels, also called me to apologize and she assured me that a systematic review was being completed. She also insisted that she sent me a $100 gift card as a token of their apology for the confusion and issue I experienced!
LAX hotel roulette is not a game I would bet on or play, however the response from American Airlines customer service and their vendor proves to me that the airline and regional management truly do care and want to improve the process. By talking through the experience with AA and Travelliance , I learned that the Westin gave away AA’s hotel rooms to a United Airlines customer and coded it wrong in the system. This caused the entire problem. I am glad the problem was solved and the root cause was discovered.
Although this experience was not fun, a huge thank you to AA and Travelliance! Your generosity will not be forgotten!