Last edit by: Prospero
This thread is dedicated to issues around American Airlines AAdvantage accounts being invaded, taken over or compromised resulting in theft of awards, miles, upgrades and other instruments - and related issues.
For issues about account freezes or closures, airline accusations of fraud against the AAdvantage programm and the like please see: Account audit / fraud: award / miles / SWU / VIP sale, barter, etc (consolidated).
If you find your account has been breached or have unexplained activity such as awards you did not arrange, contact AA immediately to protect and gain control over your account and to be made whole.
To help protect your account, be sure
If your email information is correct in aa.com, changes to your account should be sent to you as follows (even if someone changes your email address, though it's of no help if someone pirates your email account):
For issues about account freezes or closures, airline accusations of fraud against the AAdvantage programm and the like please see: Account audit / fraud: award / miles / SWU / VIP sale, barter, etc (consolidated).
If you find your account has been breached or have unexplained activity such as awards you did not arrange, contact AA immediately to protect and gain control over your account and to be made whole.
To help protect your account, be sure
- Have a strong, protected and secure password
- check your account periodically
- be aware and keep track of your transactions
- control or destroy documents such as boarding passes
- use antivirus software- if your personal computer is hacked they can gain control of your AA account
- Be very wary of logging into your account on public computers, like at internet cafés or the hotel business center, where keystroke loggers could be installed
If your email information is correct in aa.com, changes to your account should be sent to you as follows (even if someone changes your email address, though it's of no help if someone pirates your email account):
Dear JDiver,
Thanks for visiting AA.com. This email confirms that your account has been updated as follows.
Your contact information has been updated, but is not included in this e-mail for the security of your account.
If you did not change your contact information or if you have any concerns about your account, please contact aa.com Web Services.
If you have unsubscribed to one of our email products, we will remove your address from our mailing list as soon as possible. Please be aware that you may continue to receive emails for up to 10 business days.
If you have subscribed to AA email products and are not receiving them, your Internet Service Provider (ISP) may use filters to prevent unwanted emails from reaching your inbox. Sometimes, these filters also block messages you want to receive. In most cases, adding us to your list of trusted senders will solve this issue. In AOL, select "Add Address"; in Yahoo! Mail, Outlook or Outlook Express select "Add To Address Book"; or Hotmail or MSN, select "Save Address(es)". If you need further assistance, contact your ISP's technical support department and ask how to "whitelist" emails from AA.
AA.com
American Airlines
Thanks for visiting AA.com. This email confirms that your account has been updated as follows.
Your contact information has been updated, but is not included in this e-mail for the security of your account.
If you did not change your contact information or if you have any concerns about your account, please contact aa.com Web Services.
If you have unsubscribed to one of our email products, we will remove your address from our mailing list as soon as possible. Please be aware that you may continue to receive emails for up to 10 business days.
If you have subscribed to AA email products and are not receiving them, your Internet Service Provider (ISP) may use filters to prevent unwanted emails from reaching your inbox. Sometimes, these filters also block messages you want to receive. In most cases, adding us to your list of trusted senders will solve this issue. In AOL, select "Add Address"; in Yahoo! Mail, Outlook or Outlook Express select "Add To Address Book"; or Hotmail or MSN, select "Save Address(es)". If you need further assistance, contact your ISP's technical support department and ask how to "whitelist" emails from AA.
AA.com
American Airlines
Account fraud / breach: my account compromised, awards taken, etc.
#436
Join Date: Jul 2010
Location: SFO
Programs: AA EXP
Posts: 5,270
I don't think anyone's suggesting that AA not try to discover or deal with instances of fraud.
#437
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Yes, many times the passenger is not the one that has breached the account but a broker of some sort. Confronting the passenger at the airport might get you the supposed identity of the broker, but more likely they never give their real name and thanks to the internet may not have a physical address where they conduct business. This all sounds like it would be simple to follow up on, but it really isn't (anyone try stopping spam messages lately?). I'm sure AA would like to find someone to eat the cost, but most likely it will be them. More security would be good, but there is a cost to implement that and the added frustration to the customer.
I really hope the six month timeframe was a worst case scenario and not the norm.
I really hope the six month timeframe was a worst case scenario and not the norm.
#438
Suspended
Join Date: Mar 2001
Location: FIND ME ON TWITTER FOR THE LATEST
Posts: 27,730
#440
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
AA could rethink their communication plan of attack when things like this happen to their customers. A little more empathy in what is undoubtedly a stressful situation for those who have lost their hard earned miles would go a long way. Simply quoting in a robotic manner "it can take up to 6 months and no you can't talk to anyone" certainly does not help.
If someone were to have told me personally (even reading from a script of sorts), "Hey, this is a horrible situation and we are really sorry you are experiencing this. Here at AA we take fraud very seriously and have elevated your case to our security team. While it could take several months to unravel the situation and get your miles back into your account, most cases are solved within a few weeks. The next step is typically us reaching back out to verify some additional information so be on the lookout for this request via email. In the mean time, if you have any additional questions, feel free to reach out to this email address: XXXX.
If someone were to have told me personally (even reading from a script of sorts), "Hey, this is a horrible situation and we are really sorry you are experiencing this. Here at AA we take fraud very seriously and have elevated your case to our security team. While it could take several months to unravel the situation and get your miles back into your account, most cases are solved within a few weeks. The next step is typically us reaching back out to verify some additional information so be on the lookout for this request via email. In the mean time, if you have any additional questions, feel free to reach out to this email address: XXXX.
I'm not sure that stopping spam email is directly comparable to stopping fraudulently obtained mileage awards.
#441
Join Date: Feb 2008
Location: STL
Programs: MR Plat Premier, IHG Spire, Hilton Diamond, Southwest CP
Posts: 623
I don't know if AA would do so, but in theory AAdvantage Customer Service could authorize ticketing the mileage awards, since the fraud case will be resolved long before your travel date, so AA can then pay back the miles loaned to you from the restored miles (or cancel the flights if AA security decides you sold the miles to a broker, but we'll assume that won't happen).
#442
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
Just to confirm, you asked AAdvantage Customer Service? If it was me, I'd try again, maybe asking for a supervisor, pointing out that AA has no risk, since the travel date is past the expected resolution.
#443
Join Date: Apr 2001
Location: Austin
Posts: 4,629
#444
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,231
Well, that assumes the expected resolution is that the account was hacked and the miles stolen, and that they will be returned. Why even bother investigating in that case?
#445
Suspended
Join Date: Mar 2001
Location: FIND ME ON TWITTER FOR THE LATEST
Posts: 27,730
No, not gonna accomplish anything. I've given him the correct email to contact.
#446
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
I don't know why it's an "of course," but obviously you're correct.
Glad to read it. Hope it gets resolved soon.
#447
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
If you asked the authorities to mobilize tens of thousands of dollars in resources for a couple stolen plane tickets, I suspect the reaction would be something like
The Big Lebowski - leads? - YouTube
The Big Lebowski - leads? - YouTube
#448
Join Date: Feb 2008
Location: STL
Programs: MR Plat Premier, IHG Spire, Hilton Diamond, Southwest CP
Posts: 623
Just trusting the process and waiting to hear next steps. With everything I have documented and provided to AA I am hopeful that this will be all back to normal soon
#449
Join Date: Sep 2016
Posts: 1,159
It's not like there is a fairy that makes AA (or partners) whole if seats go out empty.
#450
Join Date: Sep 2009
Location: Global
Posts: 5,998
Is there a reason AA does not widely publish the email?
I would think when this fraudulent activity happens AA would want to move on it quickly and getting the account holder to the right person quickly would be in everyone's best interest.
I would think when this fraudulent activity happens AA would want to move on it quickly and getting the account holder to the right person quickly would be in everyone's best interest.