ARCHIVE: Call / calls from AA Executive Office / EXP Liaison / Customer Care
#196
Suspended
Join Date: Mar 2001
Location: FIND ME ON TWITTER FOR THE LATEST
Posts: 27,730
#198
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,234
Knowing how much DL has focused on operational efficiency, and how many fewer ERJ-145 flights they offer compared to AA in NY, makes this a no-brainer. Now that my honeymoon flights have been paid for w/ my miles flying EXP for the last few years, I am declaring free agency!
(Seriously, that and the 72 hour rule are the two main things keeping me away from DL, although I am in most cases a free agent. )
#199
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
Yes, having used miles for your honeymoon, hopefully in First Class, you are now free to go to Delta, where you'll never see the inside of an Int'l first class cabin unless you pay $$$ for it!
(Seriously, that and the 72 hour rule are the two main things keeping me away from DL, although I am in most cases a free agent. )
(Seriously, that and the 72 hour rule are the two main things keeping me away from DL, although I am in most cases a free agent. )
BTW DL allows next day cancellation of all tickets, even awards booked within the 72 hour cutoff. No one week prior cutoff to get a refund next day on revenue tickets.
#200
Join Date: Mar 2007
Location: ABQ & RNO
Programs: AA EXP 4MM, Piper Dakota, Admirals Club, Hyatt Glob, Hilton Gold, Wyndham Diamond
Posts: 1,426
AA Calling EXPLATs About Their Flight Experineces
In the last two days I have received 2 calls from AA asking me about my recent flight experiences. I told them, "Well no one has dragged me down the aisle and broken my nose lately, so not too bad".
They also asked how they could improve and I told them that they should go back to making reasonable saver award availability for business and first class seats.
Also, go back to checking through luggage on One World flights, regardless of the flights being on the same PNR.
They also asked how they could improve and I told them that they should go back to making reasonable saver award availability for business and first class seats.
Also, go back to checking through luggage on One World flights, regardless of the flights being on the same PNR.
#201
Join Date: Aug 2010
Location: Philadelphia, PA
Programs: AA EXP, Marriott Silver
Posts: 88
In the last two days I have received 2 calls from AA asking me about my recent flight experiences. I told them, "Well no one has dragged me down the aisle and broken my nose lately, so not too bad".
They also asked how they could improve and I told them that they should go back to making reasonable saver award availability for business and first class seats.
Also, go back to checking through luggage on One World flights, regardless of the flights being on the same PNR.
They also asked how they could improve and I told them that they should go back to making reasonable saver award availability for business and first class seats.
Also, go back to checking through luggage on One World flights, regardless of the flights being on the same PNR.
#202
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
I said thanks, but no decrease, just switched my flying to carrier that offers the best schedule. I mentioned that now since AA changed their program to revenue earning, like the other legacy carriers I decided to go with the carrier that gives me better service and price.
I mentioned that I enjoyed AA, and I was able to put up with the inconsistencies/quirks along the way, but now that they have gone to revenue program, reduced SWU, lack of SAAVER award flights on their own metal, the increase on miles, elimination of the stopover, I find that the program is worthless.
[...snip...]
I mentioned that I enjoyed AA, and I was able to put up with the inconsistencies/quirks along the way, but now that they have gone to revenue program, reduced SWU, lack of SAAVER award flights on their own metal, the increase on miles, elimination of the stopover, I find that the program is worthless.
The strange thing is that the presence of these calls seems to imply that they do not already know the reason they are losing customers.
Did they really think that their customers would like a reduction of benefits, fewer SWUs, outdated hard product, and poor on-time performance?
Did they really think that their customers would like a reduction of benefits, fewer SWUs, outdated hard product, and poor on-time performance?
#203
Join Date: Jul 2009
Location: USA
Programs: AA EXP, UA GLD, Bonvoy Titan, HH Dia, WoH Exp
Posts: 2,673
In the last two days I have received 2 calls from AA asking me about my recent flight experiences. I told them, "Well no one has dragged me down the aisle and broken my nose lately, so not too bad".
They also asked how they could improve and I told them that they should go back to making reasonable saver award availability for business and first class seats.
Also, go back to checking through luggage on One World flights, regardless of the flights being on the same PNR.
They also asked how they could improve and I told them that they should go back to making reasonable saver award availability for business and first class seats.
Also, go back to checking through luggage on One World flights, regardless of the flights being on the same PNR.
#204
Join Date: Oct 2007
Location: ATL
Programs: AA EXP
Posts: 55
Surprise reach out from AA Exec office
Came home Wed pm to find a message from AA Exec office, saying they wanted to chat to ensure my AA experience was satisfying and provide the opportunity to voice any concerns, feedback, or suggestions.
I was surprised because I tend to retain EXP by my "fingernails" (just stretching over the qualification thresholds).
Just returned the call (busy travel over an extended weekend trip). Pleasant conversation that afforded the opportunity to vent a little about a frustration earlier this spring (denied same day "move up" when booked on a "through" flight, with counter saying only a similar through flight or direct itinerary would be eligible; refused ticketing via cnx at same airport as "through" airport. 99%+ itineraries between CLE/ATL are cnx).
I was surprised because I tend to retain EXP by my "fingernails" (just stretching over the qualification thresholds).
Just returned the call (busy travel over an extended weekend trip). Pleasant conversation that afforded the opportunity to vent a little about a frustration earlier this spring (denied same day "move up" when booked on a "through" flight, with counter saying only a similar through flight or direct itinerary would be eligible; refused ticketing via cnx at same airport as "through" airport. 99%+ itineraries between CLE/ATL are cnx).
#205
Join Date: Dec 2007
Location: FNT, but DTW if I can't help it
Programs: AAdvantage Former EXP/Current PLT / Total Rewards - Diamond / Hilton HHonors - Gold
Posts: 757
I had an awful weekend Vegas trip on AA. My FNT-ORD segment was showing delayed to the point where I'd miss the last ORD-LAS for the night due to weather in ORD. The system didn't rebook me, and I took my chances that the ORD-lAS segment would be delayed as well (It was). When I boarded the regional jet, I ended up next to a passenger of size who immediately sat down with no concern for how much he pushed me up against the window. It was nowhere near as bad as the Australian guy who's suing, but I did have to turn and put my shoulders into the window well to breathe.
Eventually, our flight delay turned from weather to mechanical. We pushed back from the gate a few hours late (after AA updated the departure time in 20 minute increments for 3 hours), then immediately returned to the gate for another mechanical issue. We ended up waiting another hour and getting a new plane. I sent a tweet telling AA that updating delays 20 minutes at a time was frustrating, and was told "Sorry about the confusion." (Very helpful )
AA automatically sent me 5,000 miles for the trouble with the delays, which I thought was a nice gesture considering all-in, it was only about 4 hours. However, I did write to customer service about the issue with the passenger of size. I feel like the policy wasn't enforced, and the fact was there were a few open seats that could have been shuffled around to accommodate him even if they didn't want to charge him for XTRASEAT.
Today I received a call from a very nice woman at AA CS. She wanted all the details about the passenger of size issue and apologized profusely for the issue, citing that she indeed thought it was a violation of their policy and steps would be taken to make sure the policy is upheld in the future at FNT. I explained to her that I didn't want to make a scene and a 45-minute flight wasn't the end of the world. She proactively offered me 15,000 miles or a $200 voucher. I took the voucher.
However, I got something that I think is much more valuable: She gave me contact info and told me not to hesitate to reach out to her directly in the future. She told me I was a high-value customer, which kind of shocked me, since my spend wasn't even $10k last year. My guess is my helix score is abnormally high because I've literally had an issue with every ORD-FNT segment so far this year and in the second half of last year. I haven't had the best of luck flying out of FNT.
Anyway, I know it's a long story, but I really think having a direct line to someone who's really helpful at AA customer service is going to be very valuable in the future.
Eventually, our flight delay turned from weather to mechanical. We pushed back from the gate a few hours late (after AA updated the departure time in 20 minute increments for 3 hours), then immediately returned to the gate for another mechanical issue. We ended up waiting another hour and getting a new plane. I sent a tweet telling AA that updating delays 20 minutes at a time was frustrating, and was told "Sorry about the confusion." (Very helpful )
AA automatically sent me 5,000 miles for the trouble with the delays, which I thought was a nice gesture considering all-in, it was only about 4 hours. However, I did write to customer service about the issue with the passenger of size. I feel like the policy wasn't enforced, and the fact was there were a few open seats that could have been shuffled around to accommodate him even if they didn't want to charge him for XTRASEAT.
Today I received a call from a very nice woman at AA CS. She wanted all the details about the passenger of size issue and apologized profusely for the issue, citing that she indeed thought it was a violation of their policy and steps would be taken to make sure the policy is upheld in the future at FNT. I explained to her that I didn't want to make a scene and a 45-minute flight wasn't the end of the world. She proactively offered me 15,000 miles or a $200 voucher. I took the voucher.
However, I got something that I think is much more valuable: She gave me contact info and told me not to hesitate to reach out to her directly in the future. She told me I was a high-value customer, which kind of shocked me, since my spend wasn't even $10k last year. My guess is my helix score is abnormally high because I've literally had an issue with every ORD-FNT segment so far this year and in the second half of last year. I haven't had the best of luck flying out of FNT.
Anyway, I know it's a long story, but I really think having a direct line to someone who's really helpful at AA customer service is going to be very valuable in the future.
#206
Join Date: Dec 2009
Location: DFW
Programs: AA EXP
Posts: 1,590
Deleted
Last edited by 869; May 23, 2017 at 9:20 am Reason: because
#207
Join Date: Aug 2008
Location: New Hampshire
Programs: AA EXP Hilton Diamond
Posts: 543
An interesting weekend with AA
I'm a long time US/AA CP and EXP. For many years I commuted to Asia and did lots of miles; 250k to 300k per year. In the last couple of years it slowed down a bit but always over 100k.
My company recently did a preferred deal with EK and most of my long haul is now on EK. The net is I'm currently looking at GLD for next year, just booked a BA J to India so maybe PLT.
This weekend I received a call from AA, answering machine did actually talk to them. They thanked me for being an EXP and asked that I call them back to provide feedback.
I have a trip to China planned for September. SWU cleared at booking. Waitlisted for return on Sept. 25th. This weekend my SWU cleared. I've never had a waitlist clear prior to 48 hours. I check my reservations every weekend. Did dummy booking, no SWU availability. No notification from Expert Flier on C space availability.
Interest coincidence? Or did they clear my SWU.
My company recently did a preferred deal with EK and most of my long haul is now on EK. The net is I'm currently looking at GLD for next year, just booked a BA J to India so maybe PLT.
This weekend I received a call from AA, answering machine did actually talk to them. They thanked me for being an EXP and asked that I call them back to provide feedback.
I have a trip to China planned for September. SWU cleared at booking. Waitlisted for return on Sept. 25th. This weekend my SWU cleared. I've never had a waitlist clear prior to 48 hours. I check my reservations every weekend. Did dummy booking, no SWU availability. No notification from Expert Flier on C space availability.
Interest coincidence? Or did they clear my SWU.
#208
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,191
was on a trip to China last year, both outbound and return SWU cleared while I was paying for the flight. I think that for that particular market it might be time of year that you are traveling.
#209
Join Date: May 2011
Location: Los Angeles
Programs: American Airlines ExecPlat, Asiana Diamond
Posts: 127
I'm flying from LAX to PVG Sept 6th and back from HND on Sept 22nd. PVG SWU went through at booking and HND by itself a week later (this was done in mid July). So it's just the particular market and time of year.
#210
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I'm a long time US/AA CP and EXP. For many years I commuted to Asia and did lots of miles; 250k to 300k per year. In the last couple of years it slowed down a bit but always over 100k.
My company recently did a preferred deal with EK and most of my long haul is now on EK. The net is I'm currently looking at GLD for next year, just booked a BA J to India so maybe PLT.
This weekend I received a call from AA, answering machine did actually talk to them. They thanked me for being an EXP and asked that I call them back to provide feedback.
I have a trip to China planned for September. SWU cleared at booking. Waitlisted for return on Sept. 25th. This weekend my SWU cleared. I've never had a waitlist clear prior to 48 hours. I check my reservations every weekend. Did dummy booking, no SWU availability. No notification from Expert Flier on C space availability.
Interest coincidence? Or did they clear my SWU.
My company recently did a preferred deal with EK and most of my long haul is now on EK. The net is I'm currently looking at GLD for next year, just booked a BA J to India so maybe PLT.
This weekend I received a call from AA, answering machine did actually talk to them. They thanked me for being an EXP and asked that I call them back to provide feedback.
I have a trip to China planned for September. SWU cleared at booking. Waitlisted for return on Sept. 25th. This weekend my SWU cleared. I've never had a waitlist clear prior to 48 hours. I check my reservations every weekend. Did dummy booking, no SWU availability. No notification from Expert Flier on C space availability.
Interest coincidence? Or did they clear my SWU.
If it's the latter, UG's can become a good carrot for customers who have been HVC's and have dropped off or who are likely candidates to become an HVC if shown a little love. Stuff like this is cost-free to AA as it's a SWU either way. AA, of course, has no way of knowing that you aren't dropping to Gold because you are dissatisfied, but because your employer has cut a deal with another carrier.
We really need more than one example and the key is not whether the SWU cleared but whether a specific SWU cleared when there was no availability showing, meaning that RM/IM shifted a slot.