Miles taken from my account without my approval
Mar 30, 2014, 6:17 am
#1
Original Poster
Join Date: Oct 2007
Location: LONDON
Programs: CX DM, BA G4L, QR PLT, EK PLT, Hyatt CC, HH DM, SQ SLTRE, BonvoyTit, UK SL, VS Wings, UA, DL, AA
Posts: 1,717
Miles taken from my account without my approval
I just logged into my account to find 15k miles taken out for an upgrade for someone yesterday. When I called the Exec Plat desk just now, they informed me this was probably done in error as the agent who handled my last call would have kept my advantage number on her screen when she processed the next call. I have been assured that this will be taken care of, but its been a few hours and miles still aren't back.
I am shocked that something like this could happen with American. Are our account secure? Or can someone just go in and take out miles? What are the precautions we have to ensure our miles are safe when the executive platinum desk can't be trusted.
I am shocked that something like this could happen with American. Are our account secure? Or can someone just go in and take out miles? What are the precautions we have to ensure our miles are safe when the executive platinum desk can't be trusted.
Mar 30, 2014, 7:35 am
#2
Join Date: Feb 2008
Programs: AA EXP
Posts: 3,049
Accidents can always occur even in the best run organizations, but you will always receive an email if there is mileage activity on your account so should a mistake occur you'll have a chance to correct it.
Mar 30, 2014, 7:41 am
#3
Original Poster
Join Date: Oct 2007
Location: LONDON
Programs: CX DM, BA G4L, QR PLT, EK PLT, Hyatt CC, HH DM, SQ SLTRE, BonvoyTit, UK SL, VS Wings, UA, DL, AA
Posts: 1,717
I have my e-mail address on, yet I didn't receive any notification. It's not even in my spam box and I do usually get notifications.... Miles are back, but I am concerned that this could happen.
Mar 30, 2014, 8:45 am
#5
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Matre-plongeur des Muccis
Posts: 62,946
How are human error by an airline employee and account security related? Apple's, oranges - though some do believe accounts are not as secure as they would like.
The OP has certainly reminded us why it's important to review one's account activity regularly.
The OP has certainly reminded us why it's important to review one's account activity regularly.
Mar 30, 2014, 8:48 am
#6
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
In today's impersonal world where face-to-face transactions are very rare, there will always be innocent mistakes or out-right fraud. Only by keeping an eye on your accounts and alerting the company of any suspect activity will these be found and corrected.
If it was an issue of the agent forgetting to update their screen, there are ways to prevent it. Reporting such issue will help raise visibility and either agent retraining or system re-design should be done. If it was fraud, AA Security is pretty good about tracking that down. Either way, ultimate responsibility for accuracy in your account is you.
If it was an issue of the agent forgetting to update their screen, there are ways to prevent it. Reporting such issue will help raise visibility and either agent retraining or system re-design should be done. If it was fraud, AA Security is pretty good about tracking that down. Either way, ultimate responsibility for accuracy in your account is you.
Mar 30, 2014, 8:51 am
#7
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
This is a non-issue. It's not related to fraud or anything else. Mistakes happen. OP called in and it was fixed. Short of requiring people to appear in person and provide finger prints before miles can be transacted, these kinds of errors are going to happen. The point is that AA has an audit trail and can fix the problem.
Mar 30, 2014, 8:51 am
#8
Suspended
Join Date: Mar 2001
Location: FIND ME ON TWITTER FOR THE LATEST
Posts: 27,730
Agree with everyone else, accidents happen, they've always been very good about fixing this kind of error (especially compared to SWU issues, etc.)
Mar 30, 2014, 9:50 am
#9
Join Date: Jun 2013
Location: LAX / PHL
Programs: AA EXP
Posts: 954
AA very frequently pulls up the wrong account when I call, guess the computer doesn't know the difference between a verbal "A" and "8". Seems like this error could easily happen.
Mar 30, 2014, 9:55 am
#10
Join Date: May 2007
Programs: AAdvantage, Hilton
Posts: 3,191
When I called the Exec Plat desk just now, they informed me this was probably done in error as the agent who handled my last call would have kept my advantage number on her screen when she processed the next call. I have been assured that this will be taken care of, but its been a few hours and miles still aren't back.
Is there a potential of these kind of errors to increase with the merged airline? Possibly, since AA has adopted the USAir policy for agents that require agents to be on the phone constantly without any "down time" to work on complex itineraries by turning their phone off.
Mar 30, 2014, 9:56 am
#11
Join Date: Apr 2011
Location: LHR
Programs: AA EXP, SPG PLT
Posts: 584
"they informed me this was probably done in error as the agent who handled my last call would have kept my advantage number on her screen when she processed the next call"
Seriously? This is a classic US Airways bug.
Seriously? This is a classic US Airways bug.
Mar 30, 2014, 11:17 am
#13
FlyerTalk Evangelist
Join Date: Jan 2001
Location: NYC
Programs: AA EXP / LT PLT / 3MM, Marriott LT Gold
Posts: 35,527
A bit dramatic, don't you think?
Mar 30, 2014, 11:22 am
#14
Join Date: Aug 2013
Programs: AA Plat,AS MVP Gold, Hilton Gold, Accor Plat, Amtrak(all routes, VIA same, AUS 90%)
Posts: 382
like bank account
My various points/miles accounts are like bank accounts to me-I try to monitor them regularly. Recently my USPS mailed bank statement arrived one month late, and "tampered," clearly opened with intent. Oh well, something new everyday.
Mar 30, 2014, 11:29 am
#15
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
I've definitely witnessed a greater frequency of mileage debit hiccups since US acquired AA. I've seen multiple cases where the same award type was pulled out twice for a single award trip in a given direction, and the resolutions to such messes have required extensive time-consuming pursuits and turned sloppy sometimes. And given some of the stuff I was hearing about pricing, it was clear that there are more agents who are unfamiliar with free gateway stops on AA one-way awards.