UPDATE:
I received the following letter from AA/US Airways;
Dear Bubble347:
The Department of Transportation Aviation Consumer Protection Division has forwarded your recent correspondence regarding the difficulties your family encountered on February 2, 2015 when you were advised that you had arrived at the gate too late to board Flight 1445 in Miami.
On behalf of American Airlines and US Airways, I appreciate the opportunity to address the issues you encountered while traveling with American Airlines. I have reviewed your case and the details you have provided.
Boarding times have been established to help facilitate customer comfort as well as timely arrival and departures. Our records show that our gate agents documented in your reservation that you had arrived at the gate too late for boarding. When a passenger misses boarding, our employees will rebook you on the next flight with open seats, or if there are no open seats, they will list you as a stand-by passenger in the hope that a seat will open up for you.
We understand that in some instances passengers cannot wait for the next available seat to their destination and chooses to make their own transportation arrangements. If a passenger opts to take an alternate means apart from what we can provide, any additional transportation expenses incurred while making the new travel arrangements cannot be reimbursed.
Furthermore, I’m sorry your bag didn’t arrive with you in New York and for the trouble it caused. Our records show the bag was received and the file closed on February 7.
Please be assured that I have documented you concerns. Our office not only responds to the needs and comments from our customers, but also shares those comments with the appropriate management teams. This method has proven very successful; in fact, many of our current policies, procedures, and positive changes are a direct result of customer feedback.
Bubble347, we value your business and are working hard to earn your continued patronage. We hope you will give us the opportunity to do so.
Sincerely,
