Mar 14, 2017, 11:45 am
Last edit by: MaineFlyer16
Error Rebooking Into Basic Economy
Members and others are reporting erroneous rebooking - mostly under OSO / IROPS conditions - from some form of Main Cabin / Economy (but also domestic First) into "B" Basic Economy. This inhibits the possibility of upgrading, better seat selection and even may bar one from boarding with carryon baggage.
Agents can avoid this, and they can remedy it - but many do not know how at this time, and attribute the issue to "weird computer problems".
Reports in View From the Wing: "UH OH: American Airlines Customers Are Getting Stuck in Basic Economy Even When They Buy More Expensive Tickets" by Gary Leff on March 14, 2017. Link.
I’ve now heard from readers, seen in my Facebook feed, and read a Flyertalk thread all reporting the same problem with American Airlines Basic Economy: agents are rebooking customers who did not buy Basic Economy tickets into Basic Economy fares when changing their flights as a result of cancellations, such as because of the bad weather going on in the Northeast right now.
AA Errors Reticketing into Basic Economy Fare
Mar 14, 2017, 10:04 am
#16
Original Poster
Join Date: Jun 2015
Location: DFW
Programs: AA EXP, National EE, Hilton Diamond
Posts: 20
"Thank you for contacting American Airlines Customer Relations. From what I read, it's clear that we let you down while rebooking you on your recent flight. I'm so sorry. And I see you are dealing with a diversion now. That certainly isn't the experience we want our customers to have. I will be able to ask our refunds department to refund the difference in fare for our mistake. And I have verified you should be able to call our Executive Platinum desk once you get closer to your flight on the 18th, and be able to resolve the seat issue.
As a solid way of saying we are sorry, I've credited 10,000 bonus miles to your AAdvantage® account. This adjustment should be reflected in your account very soon.
Mr. PDBDrinker, while your recent experience with us was not the best, I hope you will give us another try. The next time you travel with us, we'll do our best to make sure your trip is a good one."
Diversion? There was no diversion. Also, I shouldn't have to call to get my return taken out of B.
As a solid way of saying we are sorry, I've credited 10,000 bonus miles to your AAdvantage® account. This adjustment should be reflected in your account very soon.
Mr. PDBDrinker, while your recent experience with us was not the best, I hope you will give us another try. The next time you travel with us, we'll do our best to make sure your trip is a good one."
Diversion? There was no diversion. Also, I shouldn't have to call to get my return taken out of B.
Mar 14, 2017, 11:20 am
#17
Join Date: Jun 2014
Location: FL
Programs: AA EXP, Hyatt Diamond, SPG Plat, IC Plat Amb, HH Diamond, Marriott Platinum
Posts: 1,299
"Thank you for contacting American Airlines Customer Relations. From what I read, it's clear that we let you down while rebooking you on your recent flight. I'm so sorry. And I see you are dealing with a diversion now. That certainly isn't the experience we want our customers to have. I will be able to ask our refunds department to refund the difference in fare for our mistake. And I have verified you should be able to call our Executive Platinum desk once you get closer to your flight on the 18th, and be able to resolve the seat issue.
As a solid way of saying we are sorry, I've credited 10,000 bonus miles to your AAdvantage® account. This adjustment should be reflected in your account very soon.
Mr. PDBDrinker, while your recent experience with us was not the best, I hope you will give us another try. The next time you travel with us, we'll do our best to make sure your trip is a good one."
Diversion? There was no diversion. Also, I shouldn't have to call to get my return taken out of B.
As a solid way of saying we are sorry, I've credited 10,000 bonus miles to your AAdvantage® account. This adjustment should be reflected in your account very soon.
Mr. PDBDrinker, while your recent experience with us was not the best, I hope you will give us another try. The next time you travel with us, we'll do our best to make sure your trip is a good one."
Diversion? There was no diversion. Also, I shouldn't have to call to get my return taken out of B.
Mar 14, 2017, 11:34 am
#18
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
Gary Leff reports on this issue in Boarding Area:
http://viewfromthewing.boardingarea....nsive-tickets/
As he states, AA agents can avoid doing this, and the issue can be rectified.
And as we know some agents seem poorly versed, and the imposed QIK interface on Sabre may add a layer of difficulty.
http://viewfromthewing.boardingarea....nsive-tickets/
As he states, AA agents can avoid doing this, and the issue can be rectified.
Things get a little more complicated when you’re booked into Basic Economy on a sold out flight, you need an agent who understands how to temporarily oversell the flight in a higher booking class and then cancel out the B space.
Mar 14, 2017, 12:50 pm
#19
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I presume that QIK will not permit a front line agent to touch a BE ticket in order to prevent overrides of exactly what BE fares are supposed not to permit.
This leaves agents unable to help people who get dumped into these fare buckets in error.
It goes without saying that there are people at AA who have the authority to override anything, it is simply that the front line agent has no immediate way to reach that person.
In this limited situation, I am of the view that it will speed things along if people file a DOT complaint when they are improperly dumped into BE. That is because the fare restrictions are not compatible with the commitments made in the e-ticket receipt.
It is critical that the DOT complaint focus on the BE issue and not on service failures and the other miseries associated with IRROPS and that it be clear that the passenger is not complaining about BE as a product.
This is software stuff and avoidable. The question is how AA prioritizes the fix. If DOT nudges, the fix may come sooner.
This leaves agents unable to help people who get dumped into these fare buckets in error.
It goes without saying that there are people at AA who have the authority to override anything, it is simply that the front line agent has no immediate way to reach that person.
In this limited situation, I am of the view that it will speed things along if people file a DOT complaint when they are improperly dumped into BE. That is because the fare restrictions are not compatible with the commitments made in the e-ticket receipt.
It is critical that the DOT complaint focus on the BE issue and not on service failures and the other miseries associated with IRROPS and that it be clear that the passenger is not complaining about BE as a product.
This is software stuff and avoidable. The question is how AA prioritizes the fix. If DOT nudges, the fix may come sooner.
Mar 14, 2017, 1:18 pm
#20
Suspended
Join Date: Oct 2011
Location: LAX
Programs: AAdvantage EXPLAT, Hilton Diamond, SPG/Marriott Gold, IHG Platinum, Citi Exec MC, Amex Plat
Posts: 1,443
Why not just rebook in full Y like they sometimes do? I find the IRROPS rebooking in Y does two things, it gives the tickets max flexibility and the extra EQMs can do a good job at getting most pax to shut up and not come back asking for more. If crediting to a different program, the extra miles gained from full Y can also do a good job at getting those pax to not complain.
Mar 14, 2017, 1:27 pm
#21
Join Date: Mar 2010
Location: NYC
Programs: AA EXP, UA Platinum, Alaksa MVP 75K, Air Berlin Gold, HHonors Diamond, Marriott Gold, Hertz PC
Posts: 2,389
Why not just rebook in full Y like they sometimes do? I find the IRROPS rebooking in Y does two things, it gives the tickets max flexibility and the extra EQMs can do a good job at getting most pax to shut up and not come back asking for more. If crediting to a different program, the extra miles gained from full Y can also do a good job at getting those pax to not complain.
Mar 14, 2017, 2:04 pm
#22
Join Date: Apr 2009
Location: SoCal (ONT), PVD/BOS, JAX, RSW
Programs: AA/US PlatPro & 1.05MM, DL Plat (challenge), UA dirt
Posts: 3,189
I was flying SJU-MIA-LAX on Saturday (AA1091, AA275), both were purchased in I (Business). Because of the MX delay on the inbound flight for AA1091, I was going to miss my connection in MIA. At the check-in counter, the agent noticed that I was put on AA1147, but in B class, and without a seat assignment. Fortunately, the SJU station manager was at the counter (dealing with the delayed 1091 as well as the SJU-JFK that was dinged with a 3 hour delay), so he was able to override the re-ticketing and eventually re-issued the ticket into I class.
Mar 14, 2017, 2:07 pm
#23
Join Date: Jun 2016
Location: NYC,MIA,XFL
Programs: AA EXP, B6 Mosaic, DL PM
Posts: 863
I was flying SJU-MIA-LAX on Saturday (AA1091, AA275), both were purchased in I (Business). Because of the MX delay on the inbound flight for AA1091, I was going to miss my connection in MIA. At the check-in counter, the agent noticed that I was put on AA1147, but in B class, and without a seat assignment. Fortunately, the SJU station manager was at the counter (dealing with the delayed 1091 as well as the SJU-JFK that was dinged with a 3 hour delay), so he was able to override the re-ticketing and eventually re-issued the ticket into I class.
So even booking business class doesn't avoid BE.
Mar 14, 2017, 2:10 pm
#24
Join Date: Apr 2009
Location: SoCal (ONT), PVD/BOS, JAX, RSW
Programs: AA/US PlatPro & 1.05MM, DL Plat (challenge), UA dirt
Posts: 3,189
Mar 14, 2017, 2:25 pm
#25
Join Date: Oct 2003
Location: Traveling the World
Posts: 6,072
Originally booked DFW-LGA fare code S on 3/14 re-booked to DFW-LGA 3/13, that flight canceled, I called EXP line, got re-booked to an earlier DFW-JFK.
When I got re-booked for the DFW-JFK flight, the agent on the phone said she couldn't assign me a seat or add me to the upgrade list because "the computer was acting weird." Fast forward to the airport a couple hours later, I couldn't select a seat or add myself to the upgrade list via kiosk. Kiosk spits out boarding pass with the booking code "B"...basic economy.
I go to the Admirals Club to try to be put on the upgrade list, but they tell me they can't do it because I'm in B and there is no way to revert me back to my original booking code. They say they've never seen this before and were at a loss. They send me on my way, SOL, nothing they can do because the computer won't let them.
How does this happen? DFW-JFK isn't a B route. My return was changed too, I can't select seats online. I understand mistakes can happen, but how can there not be a way to correct something like this?
When I got re-booked for the DFW-JFK flight, the agent on the phone said she couldn't assign me a seat or add me to the upgrade list because "the computer was acting weird." Fast forward to the airport a couple hours later, I couldn't select a seat or add myself to the upgrade list via kiosk. Kiosk spits out boarding pass with the booking code "B"...basic economy.
I go to the Admirals Club to try to be put on the upgrade list, but they tell me they can't do it because I'm in B and there is no way to revert me back to my original booking code. They say they've never seen this before and were at a loss. They send me on my way, SOL, nothing they can do because the computer won't let them.
How does this happen? DFW-JFK isn't a B route. My return was changed too, I can't select seats online. I understand mistakes can happen, but how can there not be a way to correct something like this?
AA should be able to refare you back to your original Fare Code since the downgrade to B fare was against your will for no additional costs and that you should be number one on the Upgrade List. Also I hope you were not assigned to a middle seat at the back of the plane. Is there a way for an agent to ovveride the system to upgrade you and /or to assign you a Premium Seat and waive the cost? If you go to a red coat agent they should be able to waive the stipulations and have AAdvantage credit you the mileage difference between the B mistake fare and your original fare.
Did the OP ask to be rebooked in his/her original fare code? Did AA warn the OP that the B fare was only available? Wouldn't it have showed up on the AA.Com Itinerary at the time of rebooking?
I hope you get this resolved OP and you report back to us.
Mar 14, 2017, 2:30 pm
#26
Join Date: Jun 2016
Location: NYC,MIA,XFL
Programs: AA EXP, B6 Mosaic, DL PM
Posts: 863
I am sorry that the OP was rebooked into Basic Economy. I thought there would be a terms that you have to agree to along with the stipulations that no upgrades seats reserved at checkin only and no overhead bin space. Wouldn't the agent who booked you in B have had to agree to these terms and realize that she/he was rebooking you in a lower booking code that you did not agree to?
AA should be able to refare you back to your original Fare Code since the downgrade to B fare was against your will for no additional costs and that you should be number one on the Upgrade List. Also I hope you were not assigned to a middle seat at the back of the plane. Is there a way for an agent to ovveride the system to upgrade you and /or to assign you a Premium Seat and waive the cost? If you go to a red coat agent they should be able to waive the stipulations and have AAdvantage credit you the mileage difference between the B mistake fare and your original fare.
Did the OP ask to be rebooked in his/her original fare code? Did AA warn the OP that the B fare was only available? Wouldn't it have showed up on the AA.Com Itinerary at the time of rebooking?
I hope you get this resolved OP and you report back to us.
AA should be able to refare you back to your original Fare Code since the downgrade to B fare was against your will for no additional costs and that you should be number one on the Upgrade List. Also I hope you were not assigned to a middle seat at the back of the plane. Is there a way for an agent to ovveride the system to upgrade you and /or to assign you a Premium Seat and waive the cost? If you go to a red coat agent they should be able to waive the stipulations and have AAdvantage credit you the mileage difference between the B mistake fare and your original fare.
Did the OP ask to be rebooked in his/her original fare code? Did AA warn the OP that the B fare was only available? Wouldn't it have showed up on the AA.Com Itinerary at the time of rebooking?
I hope you get this resolved OP and you report back to us.
Mar 14, 2017, 2:44 pm
#27
Join Date: Mar 2017
Posts: 1
I was flying SJU-MIA-LAX on Saturday (AA1091, AA275), both were purchased in I (Business). Because of the MX delay on the inbound flight for AA1091, I was going to miss my connection in MIA. At the check-in counter, the agent noticed that I was put on AA1147, but in B class, and without a seat assignment. Fortunately, the SJU station manager was at the counter (dealing with the delayed 1091 as well as the SJU-JFK that was dinged with a 3 hour delay), so he was able to override the re-ticketing and eventually re-issued the ticket into I class.
I've been trying since then to get some type of compensation, but have gotten nowhere. Last time something like this happened to me on UA, I was immediately given a $500 voucher and a refund between the face value of the tickets. AA has been completely unhelpful, does anyone have any suggestions?
Mar 14, 2017, 3:19 pm
#28
Join Date: Jun 2016
Location: NYC,MIA,XFL
Programs: AA EXP, B6 Mosaic, DL PM
Posts: 863
Sunday was even worse - I did that same route, both tickets also purchased in I. AA1091 was late to the gate at MIA, causing me to miss the connection onto AA275. I was rebooked onto AA1147 in economy, which ended up being delayed 3 hours, so total time spent at the airport was nearly 8 hours.
I've been trying since then to get some type of compensation, but have gotten nowhere. Last time something like this happened to me on UA, I was immediately given a $500 voucher and a refund between the face value of the tickets. AA has been completely unhelpful, does anyone have any suggestions?
I've been trying since then to get some type of compensation, but have gotten nowhere. Last time something like this happened to me on UA, I was immediately given a $500 voucher and a refund between the face value of the tickets. AA has been completely unhelpful, does anyone have any suggestions?
Mar 14, 2017, 4:14 pm
#29
Join Date: Jan 2001
Location: Bellevue, WA - AA EXP 3MM
Posts: 2,756
DOT complaint guidance
Often1 very sensibly suggests a DOT complaint in order to increase the likelihood sure that the right people at AA are alerted, and that the problem is fixed in full. That rings true to me. Note that the best way to escalate in this way is via a "formal" DOT complaint, procedure at http://www.benedelman.org/dot-complaints/ , not the informal process at https://airconsumer.dot.gov/escompla...nsumerForm.cfm . The formal complaint goes straight to AA lawyers, not customer service staff, and AA will be required to respond to the entire interested public and officially and on the record. Much more accountability this way.
Mar 14, 2017, 5:18 pm
#30
Join Date: Jun 2010
Location: ROC/NYC/MSP/LAX/HKG/SIN
Posts: 3,212
"Thank you for contacting American Airlines Customer Relations. From what I read, it's clear that we let you down while rebooking you on your recent flight. I'm so sorry. And I see you are dealing with a diversion now. That certainly isn't the experience we want our customers to have. I will be able to ask our refunds department to refund the difference in fare for our mistake. And I have verified you should be able to call our Executive Platinum desk once you get closer to your flight on the 18th, and be able to resolve the seat issue.
As a solid way of saying we are sorry, I've credited 10,000 bonus miles to your AAdvantage® account. This adjustment should be reflected in your account very soon.
Mr. PDBDrinker, while your recent experience with us was not the best, I hope you will give us another try. The next time you travel with us, we'll do our best to make sure your trip is a good one."
Diversion? There was no diversion. Also, I shouldn't have to call to get my return taken out of B.
As a solid way of saying we are sorry, I've credited 10,000 bonus miles to your AAdvantage® account. This adjustment should be reflected in your account very soon.
Mr. PDBDrinker, while your recent experience with us was not the best, I hope you will give us another try. The next time you travel with us, we'll do our best to make sure your trip is a good one."
Diversion? There was no diversion. Also, I shouldn't have to call to get my return taken out of B.
I thought for ACs or EXP desks, they can technically overbook people in Y and take out the B segment of the customers, or manually open inventories in the case of IRROPs, no?