I was recently on the losing end of an Involuntary Downgrade from F to Y for SFO to ORD. I was not pleased with the rude AA GA, especially after the AC rep informed me that 4 people cleared X, including 2 by the GA. After several calls I believe that AA has made a reasonable effort to make up for this.
I was traveling SYD to SFO (QF 73/AA7381), and then SFO to ORD (AA1456). The QF flight was delayed 7 hours leaving SYD (and arriving SFO), which under normal circumstances would have caused me to miss the SFO to ORD flight. When I arrived in SFO I was pleased to find out that the AA flight was running 5 hours late (which later turned into 8 hour delay), so this delay plus my planned layover gave me plenty of time to make my SFO to ORD flight. When my boarding pass printed in SFO it did not have a seat assignment, and said see GA. At the gate I was not provided any explanation, but simply handed a boarding pass in Y, the GA refused to discuss the situation at all and immediately took the next person in line. The flight was further delayed, so I went in the AC, and asked them to call a manager. Ultimately, the AC folks were nice, and did get a manager, who refused to help me. I also asked the manager if they had any vouchers that would allow me to free drinks and snack (as I would have received in F) on board and was told that "All passengers traveling in coach, regardless of fare class or status (I'm EXP) pay for booze and snacks".
Once we finally boarded the plane I found out from another passenger that they had started boarding 5 hours earlier (when I was still en route from SYD), but during boarding discovered mechanical problems, and thus we needed a different plan and crew. So at this point, I at least understand how the GA cleared 2 Xs. That being said, I wish the GA would have explained this to me, or better yet, told the X that the F showed up in time for his seat, better luck next time.
After I finally got home, I called the EXP desk, and explained the situation and asked for some EVIPs to compensate me, plus wanted them to confirm that I would still earn the same mileage bonus that i would have earned in F. AAdvantage Customer Service refused to give EVIPs, and instead offered 4 of the 500 mile upgrades, but also indicated that I would get the correct bonus. The 500 mile upgrades posted very quickly, but when the flight posted I did not get the bonus I expected. I called back the EXP desk and once again explained my situation. This agent was very nice, looked at my records, and then very clearly indicated the AAdvantage Customer Service has very little authority to properly compensate. The group I needed to talk with was "Customer Relations" and that as an EXP they could connect me (apparently non-EXPs need to use e-mail or snail mail).
The Customer Relations agent was very nice, apologetic, and gave me $600 travel voucher, refunded the fare difference between F and Y (plus I got to keep the 500 mile upgrades).
So in short -> Communicate with "Customer Relations" not AAvantage Customer Service (or perhaps get something from both).
or better yet, told the X that the F showed up in time for his seat, better luck next time.
Not gonna happen, and shouldn't.
Quote:
Originally Posted by farrbar
asked for some EVIPs to compensate me
On what theory?
Quote:
Originally Posted by farrbar
The Customer Relations agent was very nice, apologetic, and gave me $600 travel voucher, refunded the fare difference between F and J (plus I got to keep the 500 mile upgrades).
Good resolution. How did they calculate the difference between F and J (I assume you mean Y) on the domestic segment?
Good resolution. How did they calculate the difference between F and J (I assume you mean Y) on the domestic segment?
Given that the GA did not explain anything, it seemed like a seat dup, so when the AC rep confirmed that the person in 4E was an X (cleared by GA) it seemed like bumping the X back to Y was a reasonable answer.
My theory with regards to EVIPs -> I specifically asked for either 1 additional EVIP, or a 1 year extension on my 2 remaining EVIPs that are probably going to expire. I paid for F but received Y (keep in mind, it was not until a subsuent call that they indicated a partial refund was possible). An EVIP would allow me to get the upgrade at the time of booking. 500 Mile upgrades are useless to an EXP (unless traveling with a companion, or saving them until I am no longer EXP).
I have not actually received the refund yet, so I will let you know how they computed it. I'm guessing most of the $12K ticket relates to SFO/SYD/SFO, and finally, yes, F to Y (thanks for the catch).
Programs: AA EXP, Marriott Plat, National Executive
Posts: 347
Quote:
Originally Posted by Gandhi90s
Not gonna happen, and shouldn't.
OK. I can't figure out this logic.
I can see if the F missed the door close and they bumped up an EXP to X at the last minute.
But in this case, the flight had not boarded, and the F pax arrives in time to board. Yes, the pax deplaned when the original departure went mx, but the flight still hadn't departed yet. The AAgent accommodated a paid F pax in Y and upgraded a paid Y PLT/EXP/companion instead.
The fact that a paid F pax had to jump through hoops to even get the fare difference credited (and was first offered 4 500 mi stickers) seems a bit insane to me. Yes, I understand that the airline was negotiating, and that negotiation is in the best interest of the airline, but on some level... this situation sucks.
So in short -> Communicate with "Customer Relations" not AAvantage Customer Service (or perhaps get something from both).
AAdvantage Customer Service handles flight postings and other AAdvantage issues and is the correct contact point for getting F bonus/EQP credit for an invol downgrade.
AA Customer Relations handles complaints/compensation (and compliments).
Sorry, but it does happen. When I was plat, I got an X upgrade from Y into First at the gate at 10 minutes to door closing (the guy hadn't shown up). 2 minutes to door closing, the GA came back on, apologized profusely and sent be back to Y since the F passenger DID arrive.
If I was on paid full-fare F on a multi-segment international ticket and got bumped to Y (under these exact circumstances) on a segment on the ticketing carrier's metal, I would expect the fare difference as it reasonably applies to the downgraded segment to be refunded to me, at the very least.
I wouldn't really expect the upgraded pax to be bumped back, under these circumstances. Not really into GAs indian-giving upgrades.
Technically speaking, I don't know what the rules are in that situation, but I think an EXP in paid F should get the benefit of the doubt 99 times out of 100.
That's just my personal opinion on it of course, regardless of what the actual policy is.
Glad to hear you were fairly compensated in the end, but I too am surprised it even took that much work. I would have hoped as an EXP that you would have been dealt with in a more patient and thorough manner at the gate as well.
Why didn't you just ask to have your ticket endorsed over to another carrier, or be put on an alternate AA flight?
After a 7 hour delay in SYD, plus the long flight..... I just wanted to get home. Plus, this was on a saturday, so 1456 is the last direct AA flight from SFO to ORD (554 flys every day but Sat),
I think the X passenger can be downgraded without compensation.
I think that the X should have be downgraded, perhaps the GA should have hedged her bet when she gave it away -> "Mr. Y, it looks like today may be your lucky day as Mr. F looks like he will miss the connection." Thus, if she later had to bump him, he was already aware that he was in a seat someone else had PAID for. Other than breifly raising the Y/X passenger's hopes, I don't see how a downgrade does them any harm, and thus don't think compensation is necessary.
Plus, at the time, the GA, manager and AC rep really got my blood pressure up, it was like an episode of the "Airline" tv show. No explanation, no apology, and not even my AC drink chits (did get them once I askied, plus I think AC rep was busy trying to get the mgr and truly forgot). Much different than the FL service I received on my outbound from ORD, or the F lounge in SYD.
I think that the X should have be downgraded, perhaps the GA should have hedged her bet when she gave it away -> "Mr. Y, it looks like today may be your lucky day as Mr. F looks like he will miss the connection." Thus, if she later had to bump him, he was already aware that he was in a seat someone else had PAID for. Other than breifly raising the Y/X passenger's hopes, I don't see how a downgrade does them any harm, and thus don't think compensation is necessary.
Completely reasonable, and what should have happened. Had I been the upgraded person who was downgraded, I'd be less than thrlled but, looking at it objectively, the person who paid F deserves the seat more than I do.
Programs: AA Ex Plt, 1.6MM, BMI Diamond, HH Diamond, SPG Plt
Posts: 5,660
Quote:
Originally Posted by brp
Completely reasonable, and what should have happened. Had I been the upgraded person who was downgraded, I'd be less than thrlled but, looking at it objectively, the person who paid F deserves the seat more than I do.
Cheers.
I agree.
Out of curiosity perhaps one of the GAs who participates on FT could confirm whether or not it would have been possible to downgrade the X pa after such a significant delay. The OPs F seat was released to the X pax b/c of the late arrival of the OPs flight, and presumably given over to X pax w/the belief there was no way OP could make SFO-ORD. What sort of logistics would be involved to downgrade an X pax and assign that see to a F pax (who had presumably been rebooked elsewhere?)
