Website Award Availability Different from AA Call Center Award Availiabity
Jan 31, 2015, 5:53 am
#1
Original Poster
Join Date: May 2000
Location: Home: Arlington, VA; Home airports: IAD/DCA/BWI
Programs: Active: AA, UA, DL
Posts: 4,095
Website Award Availability Different from AA Call Center Award Availiabity
So I've had multiple incidents where I could book award travel flights on the AA website, but the AA call center agents stated that there were no award seats available. This has occurred both with AA and BA flights.
Today, while on the phone, I give a BA flight for an agent to book. And she claimed she couldn't see it. Then I asked her to wait while I booked the exact same flight online. Afterwards, I gave her the new PNR.
She came back after talking to a supervisor and stated that a lot of complaints have been made already that the AA website shows availability that the call center can't see.
Since I wanted to change an existing award reservation, she said that if I could create a new PNR with all the flights I wanted, she could reissue via the new PNR. However, the existing flights I had outside of the BA flight no longer had award availability! To say the least, she tried her best to work with me to handle this issue.
But the IT problem is the real reason why I'm in this situation to begin with.
Does anyone know if AA is working to fix this?
- Pat
Today, while on the phone, I give a BA flight for an agent to book. And she claimed she couldn't see it. Then I asked her to wait while I booked the exact same flight online. Afterwards, I gave her the new PNR.
She came back after talking to a supervisor and stated that a lot of complaints have been made already that the AA website shows availability that the call center can't see.
Since I wanted to change an existing award reservation, she said that if I could create a new PNR with all the flights I wanted, she could reissue via the new PNR. However, the existing flights I had outside of the BA flight no longer had award availability! To say the least, she tried her best to work with me to handle this issue.
But the IT problem is the real reason why I'm in this situation to begin with.
Does anyone know if AA is working to fix this?- Pat
Jan 31, 2015, 6:40 am
#2
Original Poster
Join Date: May 2000
Location: Home: Arlington, VA; Home airports: IAD/DCA/BWI
Programs: Active: AA, UA, DL
Posts: 4,095
UPDATE:
Did a HUACA. After canceling the new PNR created while I was on the phone with the call center agent, I checked AA.com to see that the award space of my desired BA flight was returned. After verifying that, I called back AA and explained what I wanted to do but also explained what had happened 10 minutes earlier.
Without asking anymore questions, she went on her way to re-book me. As she spent quite some time typing, I figured she was doing a long sell. So I guess I lucked out and got an experienced agent.
Did a HUACA. After canceling the new PNR created while I was on the phone with the call center agent, I checked AA.com to see that the award space of my desired BA flight was returned. After verifying that, I called back AA and explained what I wanted to do but also explained what had happened 10 minutes earlier.
Without asking anymore questions, she went on her way to re-book me. As she spent quite some time typing, I figured she was doing a long sell. So I guess I lucked out and got an experienced agent.
Jan 31, 2015, 2:41 pm
#5
Join Date: Apr 2005
Posts: 799
I had a comparable situation, but this time the agent believed me, then found the availability I saw online. The agent switched to searching segment by segment. Time consuming, so it makes sense not all agents want to do this.