Sometimes the customer service emails are read
Perhaps I read too much into the reply which took one day.
At least it appears to not be the standard reply which has been reported/posted here and other web sites.
Dear Mr. {WF}:
Thank you for contacting American Airlines Customer Relations.
Thank you for taking the time to write and for sharing with us your comments. Please be assured I have sent a copy of your comments to the appropriate management personnel for internal review and survey. Mr. {WF}, we appreciate the interest you have taken in American and hope to welcome you aboard soon.
The main parts of my email to AA
While I am just one of the many commenting - I have
attempted to provide customer friendly suggestions ensuring
loyalty while eliminating the most flagrant of the
"abuses" (non-commercial activities) within the AA system
1.
The lack of an award stopover at North American gateway
will cost me money this year.
Do (did) I use it a lot? No. Though we do have
relatives in SFO, which results in arrival/departure on CX.
what should have been done.
--------------------------
Award stopovers at the North American gateway must be within
one week of the international segment
2.
The lack of notice on Explorer awards will seriously degrade
loyalty. Have I used Explorer awards? Yes. Often? No.
Would I have used them again? Likely. Do I consider the
Explorer award one of the few signs of One World commitment
/ community? Yes. Most other OW airlines continue to
provide them in some form.
what should have been done.
--------------------------
Each AA frequent flyer has until 01 Jul 2014 to book
ONE AA explorer award commencing prior to 01 Jan 2015.
or
Raise the mileage needed to purchase the 9000 mile and
longer versions. Qantas get away with this strategy still.
3. Soft landing for PLT and EXP
what should have been done
--------------------------
offered soft landing benefits for 70K and 125K earn
respectively the FOLLOWING year.
I tend to fly more ever other year. Lack of soft landing
will entice me to credit to another OW airline.
How many people could plan ahead to select it? Not many
Would it soften the (actual) loss? Yes.
And provide a sense of offered loyalty to the customer.
4. Airlines continue to say their PROFITABLE customers are
the ones who fly in premium cabins or on premium fares.
Annual re-qualification reflects this by awarding 1.5 EQP
in the relevant fare classes.
Why does the million miler program not have a similar
acknowledgement?
What should have been done.
--------------------------
At the end of each year your million miler balance will
be credited by the difference in your EQP and EQM balance
(provided you have more EQP) That is still flown mileage
just in a bigger/better (more profitable) seat. Or take
the view that might be taken by QF in such a situation -
apply the difference (if positive) calculated for ONLY AA
flights.
5. {editted} relates to lack of pro-active support in
acknowledging and repairing a mistake on AA.com
What will I do?
--------------
Will I continue flying AA when in the USA? Likely.
Will I continue to transit NRT so that I can fly AA
trans-Pacific? No.
Will I ticket on AA Trans-Atlantic? No. BA Y+ purchased
ex Asia is too good a bargain. Especially eastbound.
What will I do when I envision not qualifying for AA PLT?
Likely credit to CX after any soft landings with QF have
expired.
In many ways those programs are / have been inferior to AA.
(poor credit for economy - even in premium fares or Y+)
(QF mismatch of earn / award cost for premium seats)
But they have benefits that AA removed
(QF soft landing)
(CX lounge access for CX Ruby in CX lounges)
(CX credit for Y expanded fare classes(V through K)
Thanks for reading