Originally Posted by
ExpatExp
Hmm. I'm not sure I would expect the Five Star agents to provide so much information. As far as I can tell, their job is to arrange for someone to meet you, which they have always done quite well for me ^
Their job is also to be able to explain what Five Star service entails. Saying that they can't provide it because AA doesn't use terminal 5 (which is false) or saying they won't escort my wife to the domestic terminals because the one she's going to isn't connected airside to terminal 2 (which it is) is failing to do their job.
They make statements contradicting their own terms & conditions ("we don't give five star service for codeshares") and the Five Star website ("we don't help with interline connections"). They deny Five Star service to people who are eligible for it according to AA's own T&C.
They said they wouldn't escort my wife through security because it's not necessary to go through security when connecting from international to domestic (also false).
All of the misinformation I cited arose in discussions of what exactly the Five Star reps would do for my family at the airport. I had conversations with multiple agents about what exactly I would be getting for the $125, and every agent gave me a different story. One agent said the rep would meet them at baggage claim and that was it; no meet-up at the gate and no other escorts to any other part of the airport.
And it's not just the people I spoke with. There was the recent post in this thread about MIA agents who, when confronted with the Five Star terms & conditions, said the T&C don't matter and that MIA does it differently.
