A man claims to have flown from Los Angeles to San Jose on Friday. But when he arrived American Airlines cancelled his return to LAX. They said he no showed his flight, so they cancelled the rest of the itinerary.
That means he’d have to buy a new ticket home. Only he had “video he took on board the fight, showing the takeoff and landing.”
He says he used the American Airlines app to board with an electronic boarding pass. But the airline has no record of him taking the flight.
After being contacted by media, the airline is picking up the cost of his new ticket home,
An American Airlines spokesman admits there is no record of Homen on that flight and added that a mix-up like this is extremely rare. But he insisted that there was never any security issue since every passenger had to pass through TSA screening.
The airline is also refunding the extra $200 Homen had to pay for a new flight home.
So what happened? Presumably he was un-checked in or offloaded by the gate agent in error. This happens occasionally, most often during irregular operations when there may be multiple flights in a booking (backup options). A customer shows up for their return flight only to find they have no reservation. The airline says “you didn’t take the flight” and the customer says, “then how did I get here?”
It takes a bit of time to sort out, so that may mean taking a later flight home. It may even mean purchasing a new flight home and getting reimbursed later — if not from the airline than from the credit card company since travel was purchased, terms were adhered to, but the trip wasn’t delivered. It’s rare it gets to that.
This isn’t an American Airlines issue per se. It isn’t a safety issue, though in the rare event of an accident it’s inconvenient for an airline not to know who was onboard. The biggest problem, besides getting home, is getting mileage credit when the flight doesn’t post to your miles account.