Originally Posted by
Herb687
Specific examples of changes you'd have liked an AAgent to make for you where the sole reason they didn't do so was IT limitations?
What do you consider basic self service? I don't think it's reasonable to expect that AA or any airline will offer end users the ability to self-serve their way into OB'ing space or rerouting themselves onto the most obscure and circuitous of alternate routings that might violate routing rules of the fare.
Again, pretty much any change you might want to make can be made in native Sabre (especially by staff who have the magic keyword to OB space; and perhaps too few have this). IT isn't the core problem. Lack of empowerment and lack of will to solve customer problems are the bigger issues.
I don't doubt lack of empowerment is an issue, but IT systems have been a huge disappointment too. And let's remember that IT systems don't exist in a vacuum. Just because something is theoretically possible for an agent to do with Sabre or otherwise does not mean it's a good IT system.
Just this single trip:
(1) Repeatedly the app showing on time departure when it's abundantly clear the flight is delayed (even deplaned). For goodness sake, if no one has boarded and it's 10 minutes past departure, why does the app still show estimated departure on time? And thereafter only when current time exceeds estimated departure by 10 minutes does it update to show estimated departure at current time (which is obviously still not accurate)?
(2) Chat agents say their systems show an on-time departure (and only after numerous incremental delays eventually a chance of making connection), but are unable to rebook me because they say they can't.
(3) On return leg, same day change self-service on app was non functional this trip. (Not lack of availability, but an error message about contacting travel agent or original booking website, which was aa.com.)
(4) Even after SDC didn't work in app or on site, agent told me they couldn't do anything for me to make a same day change on their end, despite it ostensibly being a free benefit for Plat Pro and above.
(5) A system unavailable message when attempting to submit customer service feedback.
(6) Why aren't my AA club passes in the app?
(7) After the customer service form finally went thru (3rd or 4th try), they send an email requiring my booking confirmation number, despite already providing it and my frequent flyer number in the complaint form.
(8) Bag tracking was nowhere to be found on-site or on app after irrops flight change. This was very problematic in combination with being told it would be short checked at CLT. I waited at CLT baggage claim roughly from 1am to 215am. Turns out they didn't short check it and sent it to my final destination, and unfortunately I missed the shuttle to my hotel.
Its quite possible some of you have dodged bad experiences or perhaos ExPlat status has saved you. However for me personally, I am very disappointed with AA and PlatPro so far, after being a longtime frequent flyer with other airlines.