I can't view / trouble viewing my itineraries on aa.com
Feb 7, 2016, 7:40 pm
#1
Original Poster
Join Date: Apr 2007
Posts: 562
Since last September, I can't view any of my itineraries on AA.com
Excerpts from e-mail I sent Customer Relations after I got nowhere for months with Web Support and AAdvantage:
First I thought someone was trying to fraudulently access my account... but all the miles have been posting correctly and I have been able to book award tickets with miles out of my account so it doesn't appear to be that kind of issue.
I also called partner airlines and they had the correct ticket numbers etc. so it appears that the tickets have been correctly issued.
Wonder if anyone else has experienced anything quite so bizarre, and if so how it was resolved.
...I have attempted to contact multiple departments including AA.com Web Services, AAdvantage Customer Service etc. to no avail and the problem continues to persist.
In September 2015, any itinerary which was associated with my AAdvantage number became inaccessible on AA.com. Since then, I have been unable to access the details on any of my itineraries. I have to call in every time to check for schedule changes. In fact, two itineraries in October 2016 were identified as having major schedule changes, which I would not have known about, had I not called in about them... it has been extremely inconvenient, and I have several trips coming up and the inability to view my reservation online means that I cannot select seats, check-in online or do anything else which I should be able to do on the website.
When I contacted the Web Services area, they performed a "Co-browse" with me which displayed to them the exact same "Unavailable" message which I receive when I attempt to access any of my itineraries. They said they would send a message to the programmers and web developers to fix this issue. It has now been almost 6 months and at this time I am still unable to access any of my Trips on the website. Note that any itinerary which is NOT associated with my AAdvantage number can be viewed on the website until my AAdvantage number is associated with it. Once associated, I cannot view the itinerary online...
In September 2015, any itinerary which was associated with my AAdvantage number became inaccessible on AA.com. Since then, I have been unable to access the details on any of my itineraries. I have to call in every time to check for schedule changes. In fact, two itineraries in October 2016 were identified as having major schedule changes, which I would not have known about, had I not called in about them... it has been extremely inconvenient, and I have several trips coming up and the inability to view my reservation online means that I cannot select seats, check-in online or do anything else which I should be able to do on the website.
When I contacted the Web Services area, they performed a "Co-browse" with me which displayed to them the exact same "Unavailable" message which I receive when I attempt to access any of my itineraries. They said they would send a message to the programmers and web developers to fix this issue. It has now been almost 6 months and at this time I am still unable to access any of my Trips on the website. Note that any itinerary which is NOT associated with my AAdvantage number can be viewed on the website until my AAdvantage number is associated with it. Once associated, I cannot view the itinerary online...
I also called partner airlines and they had the correct ticket numbers etc. so it appears that the tickets have been correctly issued.
Wonder if anyone else has experienced anything quite so bizarre, and if so how it was resolved.
Last edited by JDiver; Mar 16, 2016 at 2:30 pm Reason: Restore original post title
Feb 7, 2016, 9:43 pm
#2
Join Date: May 2009
Location: Mundelein, Il
Programs: Executive Platinum
Posts: 482
Are all your upcoming flights on Partner airlines?
I believe at least one leg of your reservation has to be on AA to show up under My Reservation. I had this issue several years ago on one of my all Partner flights.
I believe at least one leg of your reservation has to be on AA to show up under My Reservation. I had this issue several years ago on one of my all Partner flights.
Feb 8, 2016, 1:48 pm
#4
Join Date: May 2009
Location: Mundelein, Il
Programs: Executive Platinum
Posts: 482
I have never had that happen to me, so I would only be guesses. Maybe someone else can share their experience.
Any possibility that the name associated with you FF number is slightly different than the one associated with your reservation? I always make my reservation with my FF number assigned.
Just curious you say you can see your reservation when you do not have your FF number assigned. How are you able to long into your account without this information on your reservation?
Any possibility that the name associated with you FF number is slightly different than the one associated with your reservation? I always make my reservation with my FF number assigned.
Just curious you say you can see your reservation when you do not have your FF number assigned. How are you able to long into your account without this information on your reservation?
Feb 11, 2016, 10:40 am
#5
Original Poster
Join Date: Apr 2007
Posts: 562
Nope. Been an AAdvantage member since 1997 and never had an issue with my name or number both of which have been the same for the last 19 years.
When I don't have my FF # assigned... for example if the reservation is ticketed simply using my name. Then I pull it up with first name, last name and locator only. The AAdvantage number does not always need to be associated with the rez. But if you are logged in and you pull up a reservation for yourself, the system will link it to your AAdv #. And that's when I cannot see it anymore.
When I don't have my FF # assigned... for example if the reservation is ticketed simply using my name. Then I pull it up with first name, last name and locator only. The AAdvantage number does not always need to be associated with the rez. But if you are logged in and you pull up a reservation for yourself, the system will link it to your AAdv #. And that's when I cannot see it anymore.
Mar 16, 2016, 10:30 am
#6
Original Poster
Join Date: Apr 2007
Posts: 562
...and now, all my fully confirmed and ticketed award itineraries associated with my AAdvantage number which contain at least one AA operated segment still cannot be viewed, but a ticketed award itinerary associated with my account which has NO segments operated by AA pulls up fine. That is just bizarre.
Mar 16, 2016, 2:34 pm
#8
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
...and now, all my fully confirmed and ticketed award itineraries associated with my AAdvantage number which contain at least one AA operated segment still cannot be viewed, but a ticketed award itinerary associated with my account which has NO segments operated by AA pulls up fine. That is just bizarre.
I can see my AA itineraries as usual.
I'd recommend trying with another browser first, and if that works trying to clear my cache, and if there's no change my aa.com related cookies, in my original browser.
Screen shots and web services if that continues. This is very anomalous and not happening to others (at least as reported here) AFAIK.
Apr 25, 2016, 2:03 pm
#9
Original Poster
Join Date: Apr 2007
Posts: 562
Really so darn enervating. Just booked another award today containing AA segments and all was fine... until my AAdv # was associated with the record and... boom! Unavailable. Now I'll have to call for all services on this one too. Such good times.
I was hoping this glitch was only with the itineraries I booked last year... but no such luck. It's now almost 8 months and counting...
I was hoping this glitch was only with the itineraries I booked last year... but no such luck. It's now almost 8 months and counting...
Apr 25, 2016, 8:45 pm
#10
Join Date: Jan 2008
Location: St. Louis, MO
Programs: AA EXP, DL PM, HHonors Diamond, National
Posts: 126
That has happened to me twice. I have called and confirmed the bookings and they work all right when I actually fly. If I just plug in the confirmation number I can get the flight info before the flight, but for some reason they still did not show up on my AA.com account before the flight. I have asked about it but the CS reps anyway don't know that it is an issue (but more than one has confirmed it has happened to others).
Apr 26, 2016, 1:54 am
#11
Join Date: Jul 2015
Posts: 88
Really so darn enervating. Just booked another award today containing AA segments and all was fine... until my AAdv # was associated with the record and... boom! Unavailable. Now I'll have to call for all services on this one too. Such good times.
I was hoping this glitch was only with the itineraries I booked last year... but no such luck. It's now almost 8 months and counting...
I was hoping this glitch was only with the itineraries I booked last year... but no such luck. It's now almost 8 months and counting...
I'd try asking them to remove your FF# from a reservation to see if suddenly you can access. This may help to narrow down whether the issue is in accessing itineraries linked to your web account ("My Trips") - this was my problem - or in accessing itineraries tied to your #. In my case, removing the FF# had no effect; once it was in my trips list, kaput.
Apr 26, 2016, 11:17 pm
#12
Join Date: Apr 2010
Location: SFO
Programs: Marriott LT Plat; WoH Exp; AS Gold; AA Plat
Posts: 369
I ran into this bug with a single itinerary earlier this year... Ultimately, noone was able to help me. I eventually managed to talk a helpful agent into reissuing the ticket to get a fresh PNR, and which fixed it.
I'd try asking them to remove your FF# from a reservation to see if suddenly you can access. This may help to narrow down whether the issue is in accessing itineraries linked to your web account ("My Trips") - this was my problem - or in accessing itineraries tied to your #. In my case, removing the FF# had no effect; once it was in my trips list, kaput.
I'd try asking them to remove your FF# from a reservation to see if suddenly you can access. This may help to narrow down whether the issue is in accessing itineraries linked to your web account ("My Trips") - this was my problem - or in accessing itineraries tied to your #. In my case, removing the FF# had no effect; once it was in my trips list, kaput.
