You trusted us with your valuable time and you were understandably disappointed when we didn't get you to your destination on time. There's clearly nothing more frustrating for everyone -- customers and employees alike --
than having to endure the difficulties associated with air travel when bad weather impacts our flights. From the details you provided, it certainly sounds as if the circumstances surrounding your cancelled flight made even more frustrating by the lack of assistance you received.
When bad weather happens, in the interest of safety, we don't have too many options to get you to where you are going as planned. What we can do, however, is display a friendly attitude to help make the situation a little less trying and I'm sorry we didn't do so on this occasion. At the same time, we are glad that you took the time to share the details of your experience. Your comments enable us to see things from our customers' perspective and help us to improve.
Although we have high service standards, our basic product is transportation. While some elements of a particular flight may be unsatisfactory, tt would be an exceptional situation in any business to give a refund when the entire product is used.
Bad weather is not something we can overcome and the direct impact on our flight schedules is unavoidable. Accordingly, it is not our policy to reimburse our customers' out-of-pocket expenses, make up for lost time, or offer compensation when we don't operate our flights as planned. I am sorry. Nevertheless, you have my assurance that we will continue to focus on the on time departure of our flights and our customer service standards.
We are eager for another chance to serve you -- we will do our very best to get you to your destination as scheduled and provide you with the kind of service you deserve.
As you experienced, unexpected flight disruptions can occur when traveling by air. While you can always count on American Airlines and American Eagle to work hard to operate safely and on time, an increasing number of customers have discovered trip insurance is a desirable choice to prepare for and offset unexpected expenses related to off-schedule operations. While we don't sell insurance ourselves, we provide a direct connection to an independent insurer providing trip insurance for a nominal fee based on ticket price. The next time you book with AA.com, please check out the Allianz Global Assistance (formally Access America) website from the "Buy Trip Insurance" link on the payment screen on AA.com, or, you can learn more about this option at
www.etravelprotection.com/aa.