mrbrioni

I logged into my AAdvantage account just now to see 50K missing from my account for a "one way business class ticket from HNL to South America", knowing I didn't purchase any mileage tickets recently.

I called up the AA EXP desk to get this corrected, and the agent told me that this mishap happens quite often. When someone calls into the EXP desk their account info pops up on the computer, and sometimes it doesn't refresh when the next person calls.

My luck, the guy after me bought a 50K award so they deducted the mileage from MY account, not his.

The agent continued to tell me that, that's why they instituted the automated email after a redemption is made, since it was happening so frequently, so they can make the account holders aware if a mistake is made.

Of course, I didn't receive an email notifying me of this mileage deduction....

All was corrected in a matter of 5 minutes or less....however I find this to be a tremendous issue and a lack of security.

Doubt this would happen...but, I'm not interested in having my account shut down for weird mileage redemption's for other passengers other than myself....but then again I never thought the airline themselves would make a mileage redemption for someone else so frequently either......

brp

Hyperbolic much? Tremendous? Seriously?

As for the lack of security - since this is the employees who already have access to the account, security is not compromised here. Don't get me wrong. this is not a good thing and is clearly a fail by AA, but it is not a security issue unless an unauthorized person can access your account.

Sounds more like a training issue, already being complained about here.

http://www.flyertalk.com/forum/ameri...xperience.html

Probably need a thread merge for the EXP desk complaints.

Cheers.

mrbrioni

I wrote the thread in the heat of the moment lol my apologies for the usage of those words.

As someone with 130K+ EQM'S this year (yes a lot from the SFO/ORD TEQM'S), this is clearly a fail and very disturbing.

dickferd

Don't apologize just because someone didn't think this was a big deal. They will post the same thing when it happens to them. We all work very hard for a lot these miles and just because someone else knows about the process doesn't mean your issue isn't a big deal deal.

We should all be a little worried and make sure this isn't happening in our accounts. Thanks for the heads up dude! This is a big deal to me, and I will keep a look out for it.

sukn

Unfortunately this problem pops up every now and then becasue the agent or the system itself did not clear the screen after the last call and then pre-populate it with the new caller's information.

vail

I lost 4 evip's and had to argue with AA for a while before they figured it out.
Now I know why.
IT at work again.
If AA does not make money form something than they don't care about it.

Unfortunately they don't make money from most of their operations which is why they keep losing money.
That is their path to success.

dayone

Please don't project exaggeration on those who have respected record of restraint.

mrbrioni

Thanks.

I think people should just be aware of what's going on so they can at least have an idea of what happened if this happened to their account.

mrbrioni

That's terrible.

I quickly just logged back into my AAdvantage account to check if my eVip's were touched lol

These are REAL issues though, that AA needs to fix up, and fast.

mrbrioni

However, those who do not record restraint surely shouldn't have to apologize.

We worked hard, were loyal, and flew quite a lot to earn these miles....

tonytifao

I recently found a bug with AAs mileage posting. After 4 calls to Advantage Customer service to fix some credits, I was unsuccessful, so I called the supervisor. The supervisor took the time and we did the math one flight at a time to find the mileage available and the EQMs were wrong.

Apparently, HP is the one that does some of their IT work and a defect request had been submitted my AA internal IT. It took a week to fix.