Mijn Klacht:

There is nothing wrong with the flight it self onces it is in the air. For short distance it is fine. Just the service is very bad, rude and full off lies mostly towards Europeans. They can get away with that because laws do not apply to us. So they treat you in a discrimitive way.

I was 3 feb 2019 flying AA from San Juan to Miami and had 4 hours to transfer to KLM dutch royal airline to Amsterdam. In San Juan the door of the air plane was broken which caused a 4 hour delay. They took no responsability for the missed connecting. They would not tell me where i can find a klm or air france representative to change my flight. They just ignored me at first and said as a European I had no rights and called KLM a cheap airline omg!!!!

Around the broken door they kept the seats free so there where too many people for the plane. AA asked for volunteers to stay an extra night in San Juan, your flight would be changed to next day, you would get 600 dollar and a hotel.

I volunteered and was verbaly excepted to this deal and just in line for paper work. When i got to the desk 5 min later and with hardlopen another volunteers they took the deal i was already accepted for off the table. They said they had no seats too Miami on 4th feb either…I did not except this situation. Then suddenly the lady does gives me a seat for 4 feb and I can even pick a chair. She books me a hotel but refuses to pay the promised 600 dollar and she refuses too take my suitcase off the plane.

Changing the missed KLM flight costed me 150 euro and the ‘cheap’ airlines did that in a 5 min phone call. It is what i call customer service which at AA does not excist. So I was in a noisy hotel in San Juan with no clean clothes, no toothbrush, Deo or even a Camb…paying for the changed klm flight, food, extra day off and non off the promised compensation that was publicly announced.

I highly recommend any European not to fly with this airline unless you have no other choice. The rules and laws for compensation do not apply for us. Therefore the airline thinks it has a free pass at discriminating us and treating us in a very bad way.

By email I was offered an American Airline voucher for 175 US dollar but I will not fly this airline again so it is worthless to me and can not be sold or replaced for cash.

Gewenste Oplossing:

They need to do what they promised and announced to all the passengers which is to pay 600 US dollars as promised. I may not be right by law but it is the moral right thing to do.