Ridiculous AA Platinum Desk Customer Service
Feb 9, 2013, 9:56 am
#16
Join Date: Sep 2007
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As far as I know, the waiver still only permits changes, not cancellations so the staff on the phone line were entirely correct to simply apply the normal rules for a cancellation of a non-refundable ticket.
If the flight had actually been cancelled by the time the OP got to the airport then it would of course been correct to offer the refund at that point.
If the flight had actually been cancelled by the time the OP got to the airport then it would of course been correct to offer the refund at that point.
Feb 9, 2013, 11:03 am
#17
Join Date: Nov 2008
Programs: AA EXP 3MM
Posts: 1,773
Until we hear back from the OP whether or not the denial was prior to the advisory then it is difficult to know whether it was bad service. However, the advice I would give for this type of situation would be first to check this page: http://aa.com/i18n/travelInformation/travelAlerts.jsp. If you are affected by a weather advisory, having the AA policy to hand to quote to an agent if necessary can help the process.
FWIW, the NE weather advisory appears to allow changes of flights with a one-time waiver of change fee (original inventory required), but it does not specifically say that cancellations for fee-free refunds are allowable.
FWIW, the NE weather advisory appears to allow changes of flights with a one-time waiver of change fee (original inventory required), but it does not specifically say that cancellations for fee-free refunds are allowable.
Feb 9, 2013, 11:16 am
#18
Join Date: Jun 2000
Location: LAX
Posts: 3,639
Which [JohnAx: a phone number that puts the Platinum caller at the top of the general-res queue] is what AA calls the platinum desk. From http://www.aa.com/pubcontent/en_US/d...ePlatinum3.jsp
AAdvantage Platinum members have a dedicated Service Desk to provide personal service ...snip...
AAdvantage Platinum members have a dedicated Service Desk to provide personal service ...snip...
Perhaps it's like the RTW Desk, which exists only during the day and evening?
Feb 9, 2013, 11:20 am
#19
Join Date: Feb 2008
Programs: AA EXP
Posts: 3,049
It is definitely the former, but AA elect to call that a 'Desk'.
The only reason some of us point out the difference is to allow appropriate setting of expectations, i.e. the AAgent you speak to has no extra training or abilities over a general reservation AAgent so there should be no expectation of different treatment.
Feb 9, 2013, 12:25 pm
#21
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So, until OP follows up from his 3:53 AM post, this is a useless thread. The answer is that the fare rules are the fare rules in effect at the time he spoke with AA. Those are the tariff & rules + weather waiver if one was in effect. That answers OP's question.
As to the whole "desk" think that's marketing hype to make people feel as though there special, just like the shiny plastic card. They visualize some luxury location with well-dressed and empowered customer service people who report directly to the CEO.
In fact, your status bumps you to the head of the queue and theoretically gets you a more senior and better-trained agent, except in massive IRROPS.
As to the whole "desk" think that's marketing hype to make people feel as though there special, just like the shiny plastic card. They visualize some luxury location with well-dressed and empowered customer service people who report directly to the CEO.
In fact, your status bumps you to the head of the queue and theoretically gets you a more senior and better-trained agent, except in massive IRROPS.
Feb 9, 2013, 1:26 pm
#22
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Feb 9, 2013, 1:38 pm
#23
Join Date: Oct 2008
Posts: 2,384
So if you really need to be back, why not just pay the $150? Or you only need to be back if they waive it?
Feb 9, 2013, 2:52 pm
#24
Original Poster
Join Date: Jun 2009
Location: New York, NY
Programs: AAdvantage PltPro, AMEX Platinum
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Some of these responses are amusing. The POINT is that I had to go to the airport and they gave me a full refund. Obviously this was how AA handles it and wasn't an exception just because I went to the airport.
So my COMPLAINT is why couldn't the PLT desk do this over the phone and not in person?
Anyway AA today gave me a $75 e-voucher because they knew this wasn't handled correctly. Maybe some of the people responding should have read my statement more carefully.
The weather policy was in place when I called but no one on the phone mentioned snow emergency, this is what the agent said to me at the airport.
So my COMPLAINT is why couldn't the PLT desk do this over the phone and not in person?
Anyway AA today gave me a $75 e-voucher because they knew this wasn't handled correctly. Maybe some of the people responding should have read my statement more carefully.
The weather policy was in place when I called but no one on the phone mentioned snow emergency, this is what the agent said to me at the airport.
Feb 9, 2013, 3:02 pm
#25
Join Date: Dec 2009
Posts: 262
With the winter storm the past few days my Explorer award calls have ended up with domestic agents, many of which admitted they had never seen an itinerary that complex.
Feb 9, 2013, 3:04 pm
#26
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Some of these responses are amusing. The POINT is that I had to go to the airport and they gave me a full refund. Obviously this was how AA handles it and wasn't an exception just because I went to the airport.
So my COMPLAINT is why couldn't the PLT desk do this over the phone and not in person?
Anyway AA today gave me a $75 e-voucher because they knew this wasn't handled correctly. Maybe some of the people responding should have read my statement more carefully.
The weather policy was in place when I called but no one on the phone mentioned snow emergency, this is what the agent said to me at the airport.
So my COMPLAINT is why couldn't the PLT desk do this over the phone and not in person?
Anyway AA today gave me a $75 e-voucher because they knew this wasn't handled correctly. Maybe some of the people responding should have read my statement more carefully.
The weather policy was in place when I called but no one on the phone mentioned snow emergency, this is what the agent said to me at the airport.
One of the most important
things which I've learned from my readings of FT, "if you don't like the response you've gotten from a phone agent, call back...the next agent may give you a more favorable response."
Feb 9, 2013, 3:12 pm
#27
Original Poster
Join Date: Jun 2009
Location: New York, NY
Programs: AAdvantage PltPro, AMEX Platinum
Posts: 239
Thanks
Your flight was probably cancelled by the time you got to the airport--hence the refund.
One of the most important things which I've learned from my readings of FT, "if you don't like the response you've gotten from a phone agent, call back...the next agent may give you a more favorable response."
One of the most important
things which I've learned from my readings of FT, "if you don't like the response you've gotten from a phone agent, call back...the next agent may give you a more favorable response."The issue was my return and the agent said no one can know about Saturdays return so with the "snow emergency" she said I could get a full refund.
Yes I called 3 times but same answer, so I just drove to the airport.
Feb 9, 2013, 3:52 pm
#28
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Thanks for the response. I was hoping it would be but actually it did leave only 5 minutes late to my surprise.
The issue was my return and the agent said no one can know about Saturdays return so with the "snow emergency" she said I could get a full refund.
Yes I called 3 times but same answer, so I just drove to the airport.
The issue was my return and the agent said no one can know about Saturdays return so with the "snow emergency" she said I could get a full refund.
Yes I called 3 times but same answer, so I just drove to the airport.
PS: On Friday, amidst lots of cancellations, AA's web site then, and NOW, is still showing "Yes" for "original inventory"...that, to me, is like rubbing salt on an open wound.
Feb 9, 2013, 4:14 pm
#29
Formerly known as I_Hate_US_Airways
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Not To Worry...
The Platinum desk at US Airways is excellent! You'll come to like them once the merger goes through (-:
Feb 9, 2013, 4:14 pm
#30
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