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Flight problems? Now American Airlines will fork over extra miles on the spot

Is your plane seat broken? Perhaps the meal you ordered isn't available or your entertainment system isn't working....

Posted: Jan 11, 2018 8:34 PM
Updated: Jan 11, 2018 8:34 PM

Is your plane seat broken? Perhaps the meal you ordered isn't available or your entertainment system isn't working.

American Airlines is rolling out a program this month that lets its flight attendants award frequent flyer miles to passengers who run into problems.

American, the nation's largest airline, says it has long had a policy to compensate passengers with miles when they run into service problems. But the ability to issue those rewards was limited to gate agents and other reservation agents, rather than the flight attendants.

Related: This is America's least favorite airline (hint, it's not United)

If a problem occurred on a flight rather than with a reservation, the customer typically needed to file a complaint to be compensated. The airline says the new program allows flight attendants to take immediate action.

"We wanted to provide this at the point of first contact," so that passengers don't have to file a complaint, said American spokesman Ross Feinstein. "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."

Feinstein declined to say how many miles a passenger might receive.

"It depends on what the issue is, and its severity," he said. It might be different for a cross-country flight than it would be for a short flight.

The flight attendants at American and Delta can award frequent flyer miles to the passengers using computer tablets they carry on every flight.

Related: Lands End is making new uniforms for American Airlines employees

Feinstein said if passengers don't have a frequent flyer account, they can supply their email address in order to receive another form of compensation.

Delta Air Lines says it has had a program like that for five years, while United and Southwest did not reply to a request for comment.

Complaints about airlines filed with the Department of Transportation were up 4% during the first three quarters of 2017, according to official government statistics. But many passenger complaints never get filed with the government. American's record was slightly worse than the industry average, according to those official statistics.

In October, the NAACP issued a a statement warning that it had noticed "a pattern of disturbing incidents reported by African-American passengers, specific to American Airlines." CEO Doug Parker vowed the airline would do better on race relations with its customers,and in November announced that its employees would undergo anti-racism training.

Mississippi Coronavirus Cases

Data is updated nightly.

Cases: 314509

Reported Deaths: 7247
CountyCasesDeaths
DeSoto21626259
Hinds20359415
Harrison17934309
Rankin13634278
Jackson13447246
Madison10099217
Lee9980174
Jones8381163
Forrest7683152
Lauderdale7191241
Lowndes6401147
Lamar623086
Lafayette6200118
Washington5339134
Bolivar4802132
Oktibbeha462798
Panola4588107
Pearl River4512146
Marshall4443103
Warren4393121
Pontotoc420772
Monroe4113133
Union411076
Neshoba4031176
Lincoln3968110
Hancock379386
Leflore3497125
Sunflower336090
Tate334084
Pike3325105
Scott315973
Alcorn313368
Yazoo311669
Itawamba300477
Copiah297065
Coahoma295479
Simpson295288
Tippah288768
Adams286882
Prentiss279760
Marion269280
Leake268373
Wayne262641
Grenada261487
Covington259681
George248048
Newton246861
Winston227281
Tishomingo226967
Jasper221148
Attala214473
Chickasaw207857
Holmes189173
Clay185454
Stone182833
Tallahatchie178841
Clarke178080
Calhoun170832
Yalobusha164338
Smith162434
Walthall133945
Greene130633
Lawrence128624
Montgomery126942
Noxubee126734
Perry126338
Amite123142
Carroll121829
Webster114532
Jefferson Davis107133
Tunica105726
Claiborne102430
Benton99525
Humphreys96733
Kemper95828
Franklin83823
Quitman80916
Choctaw76418
Wilkinson67331
Jefferson65728
Sharkey50217
Issaquena1686
Unassigned00

Alabama Coronavirus Cases

Cases: 532895

Reported Deaths: 11001
CountyCasesDeaths
Jefferson771431528
Mobile41089808
Madison34837505
Tuscaloosa25810454
Montgomery24355588
Shelby23730249
Baldwin21191309
Lee15892171
Calhoun14522316
Morgan14324279
Etowah13861353
Marshall12250223
Houston10581281
Elmore10060205
Limestone9986151
Cullman9705194
St. Clair9702243
Lauderdale9441242
DeKalb8846187
Talladega8255176
Walker7246277
Autauga6938108
Jackson6815112
Blount6694137
Colbert6310134
Coffee5524119
Dale4850111
Russell443238
Chilton4308112
Franklin426282
Covington4136118
Tallapoosa4039152
Escambia393977
Chambers3578123
Dallas3557152
Clarke351161
Marion3130101
Pike311377
Lawrence300798
Winston275673
Bibb261564
Geneva251477
Marengo249664
Pickens234761
Barbour231756
Hale223277
Butler216469
Fayette212562
Henry189044
Cherokee184745
Randolph181742
Monroe178040
Washington167639
Macon159950
Clay156857
Crenshaw152757
Cleburne149141
Lamar142935
Lowndes139053
Wilcox127130
Bullock122841
Conecuh110629
Coosa107928
Perry107826
Sumter104832
Greene92534
Choctaw61124
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