Originally Posted by
emcat
Today, I had an interaction with two agents after an equipment change on the BOS-LAX flight from a A321T to a 737. The first agent was willing to change routing to BOS-LGA/JFK-LAX, but couldn't find any space in J on the JFK-LAX flight. I monitored availability on that flight, and once it opened, I called back. However, the second agent said that the only option without collecting additional fare was to get a full refund.
I was also on 2542 today upgraded to J. About 8am an agent from the "Day of Departure Desk" called me and left a voice message telling me that the equipment had been changed - I (luckily) had been in 6F in J on the A321T and I think that just translated into 6F in F. She gave me the option to change to connecting over JFK instead of BOS in J, keeping the original flight in F (which is a significant downgrade from A321T J), or cancelling and receiving a refund plus a $1000 voucher.
Unfortunately, I did not answer the call, and by the time I was able to address it at noon, there was no -R- availability out of JFK on 300, 302, or 185, although there was J. The first agent I spoke to wanted to reprice the itinerary and put me on the upgrade list, the Twitter team was willing to move me but not confirm me in J, and the AC agents in DCA were unable or unwilling to do anything since the calling agent did not put any notes in the record.
I'm incredibly disappointed by the lack of coordination between departments, having received three different answers from phone agents, twitter team, and the DCA AC. I felt that the initial offer given on the voicemail was fair. Especially with AA really promoting the new A321T service on this route via press release, I'm quite annoyed at their failure to deliver.
I've given up complaining to customer relations since the Parker regime and Oasisification, but this will be absolutely be followed up on. I'm not expecting much, if anything, though.
Going for great and missing badly.