Excellent AB Customer Service


Old Jun 23, 17, 11:00 pm
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Join Date: May 2002
Location: Yellowknife, NWT, Canada and Sacramento, CA, US; UA Explorer Elite
Posts: 2,108
Excellent AB Customer Service

After reading several posts about how difficult it may be to get through to AB on the phone, I just called at 830pm PDT and got right through to a friendly German speaking agent in Berlin with no waiting. What's more, she advised me that I already had seats reserved for my AA award trip, BCN-DUS-SFO, including XL seats on the DUS-SFO segment, and immediately emailed me a confirmation. What's even more interesting is that these are the exact seats I thought I was reserving on line about a month ago, even though that transaction appeared not to have gone through. More recently, the on line mechanism appears not to be working. Finally, I am not aware that my credit card has been charged for any seat reservation charges, even though the XL seats appeared to come with a not insubstantial charge when I was able to see them on line. I have no status. The number I called was 917-261-3165. My previous experience on calling AB was as efficient on two prior trips. In one case I recall talking to an agent in Romania. While tonight's agent answered in German, she did say that virtually everyone was at least bilingual.
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Old Jun 26, 17, 6:43 am
Join Date: Jul 2016
Location: TXL
Programs: AB, EY, TK Gold
Posts: 58
AB and it's Customer service is a double edged sword.
Speaking about the topbonus gold service they're almost every time I call them very friendly, accommodating and do their best. Ask their supervisors, if they don't know the exact procedure and come back to you with an informative answer.

I had a damaged item in a paper cardboard box and the company who solves those cases for AB said they are not in charge for items inside the cases, they just repair suitcases.
AB gold agent told me they are aware of this problem, that dolfi1920 claims they aren't responsible although they are, asked me to provide further details via email and now takes care of this issue.

I have called normal AB hotline before, as this is a mit topbonus related issue, and was answered by a barley German speaking agent who was extremly
impolite, passive aggressive and just repeated this sentence 4 times "We are not responsible, the email of dolfi is xxxx"

i have told her couple of times I spoke to them
already and they have closed the case already. Still just repeated the email and hung up on me.

Anothee example of good service was my EU261/2004 claim of 600 which was paid without any problems, nor voucher offerings in 8 days.
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