Originally Posted by Globehopper

Since AA may not be aware of how folks feel about this situation, I sent Customer Service the following email:


I booked JFK-BOS-LHR (stopover) to MAD (stopover)-JFK all on AA codeshare. All flights on BA metal, except for MAD to JFK (IB metal).

I was able to get advance seat selection for all sectors but IB MAD to JFK. I am AA EXP.

MAD to JFK does not show up on either the BA or IB websites (Manage My Booking). At LHR the other day, BA could not see that flight either.

Therefore, how can I get my advance seat assignment for MAD to JFK?

Further, I've been told that IB no longer even offers advance seat assignments in coach class, unless you pay extra for this. As OW Emerald, I find this to be extremely customer unfriendly.

Had I known of this new policy, I would not have booked IB MAD to JFK, but would have flown a different way such as MAD to LHR to JFK.

Calls to the EXP desk state that they cannot do anything about getting me an advance seat assignment; calls to IB state the same thing.

Considering that the AA/BA/IB JV/ATI is supposed to offer BETTER (NOT WORSE) customer service, this is several steps backwards.

I for one will no longer book an AA codeshare on IB if it means that I cannot get an advance seat assignment.

I would like an aisle bulkhead or exit row seat for this flight or at least an aisle seat forward as possible.

I've posted this concern on Flyertalk.com to alert others of this snafu whereby booking AA codeshares on IB metal = no advance seat assignments. Others have replied with the same experience.

What is AA doing about this?



And here is AA Customer Service's reply. You can judge if it is helpful or if they get the point:


Dear Globehopper:

Thank you for contacting Customer Relations. Your email has been sent to
me for a reply.

Customer Relations is designed to assist passengers with past date issues. We are not involved in the reservation process nor do we have the authority to assign or open seats on another carrier.

I am sorry you are unhappy with the recent change in Iberia's seating policy. We do not control the business model nor amenities offered by another carrier. I am truly sorry for any inconvenience you have been caused but hope to have understanding.

After reviewing your travel record I have determined you booked your reservation on our website, AA.com. In addition, you placed it on hold and the next day called our reservation agent to process ticketing. It appears you were possibly aware of their new policy before tickets were issued.

Inasmuch as you are unhappy about the seating issue I have made a one time exception and placed an authorization in your travel record to waive the change fee and allow you to book a new return home via London as you noted. Or you could book the AA prime flight and upgrade with one of our AAdvantage products if available. Should there be any difference in fare that amount will be your responsibility.

Globehopper, I hope this helps to resolve the issue. We look forward to seeing you on board.


Sincerely,

<Made up name>
Customer Relations
American Airlines


How Globehopper hears this reply:

Not my yob. Not my yob to understand anything but stuff that happens after the fact.

Blah, blah, blah.

You possibly lied because you put your reservation on hold for a day [I guess they never think folks might see if the fare drops]. You used the time between placing the reservations on hold and ticketing to possibly learn about this new policy, but since we can't prove it, we are such nice people and will make an exception. Of course you will pay extra if the fare has gone up.


Nowhere is there acknowledgement of the snafu this is causing or understanding that the JV/ATI harmonization is to provide a consistent travel experience across AA/BA/IB.

I think an email to someone in Upper Management may be in order.