<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by mikensf74:
Missed my OAK-SNA flight due to traffic. Later (and last) flight well oversold. I drive down to SFO and work with AS counter for options. She recommended taking my flight coupon to see if AA would honor it for a later flight. She took it one step further and SHE actually called them AND issued me a new ticket for AA all right there at the AS ticket counter. I was rerouted on AA from SFO-LAX which worked out fine. No expenses were incurred by me either!
The question is: Ticket shows "involuntary reroute". Did this agent at the AS ticket counter go "above and beyond" normal duties, make any exceptions, or is this SOP? I'd really like to send her a thank you letter, but don't want her to get into trouble over it.
ONCE AGAIN... AS is really coming thru, and first 5 flights with them this year have all been exceptional!
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The agent actually went WELL above and beyond, as what happened is the AS agent took your ticket and exchanged it for a FIM (flight interruption manifest..essentially a blank ticket) on AA for the flight you wanted to travel on.
The upshot of all this is that while AS was paid by you, they'll more than likely end up paying AA a much higher rate than your ticket was worth, since these FIMs have a settlement value that is based on a percentage of the highest unrestricted coach fares.
The actual amount AS will pay depends on how you were "protected" on AA. If they took it under Rule 240, AS will pay through the nose. If they took it under Rule 120.20, they'll only pay AA the amount that your ticket was worth.
Rerouting a customer like that is typically done when AS has made a mistake that caused you to miss your flight, such as a mechanical delay or other circumstance within the airline's control.
A customer missing a flight due to traffic is a terrible thing, but ultimately it's not the airline's responsibility when all is said and done.
Technically speaking, the AS agent erred and should not have rebooked you on AA...but Alaska's service-oriented nature means going above and beyond for the customer, if possible.
Unfortunately, in this day and age where losses are mounting, "exceptions" such as this will be few and far between.