American Airlines’ flight attendants can now award frequent-flyer miles as compensation for any in-flight problems.
Prior to this change, only gate agents and reservation agents were able to award miles. Usually these are awarded to compensate for overbooked flights, delays and cancellations when the airline is at fault. Passengers who encountered in-flight issues were able to submit requests in writing, but nothing could be done onboard the plane.
The new policy gives discretion to flight attendants to make awards on the spot.
“We want the customer to get off the plane feeling good about their experience. It makes the customers feel good and it makes the flight attendant feel good,” said American Airlines spokesperson Ross Feinstein. The number of miles “depends on what the issue is, and its severity,” added Feinstein.
Travelers not enrolled in the airline’s mileage program can fill out a form to receive other forms of compensation.
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