Mileage Credit Request Ignored - Is this normal for AA?
Sep 16, 2015, 6:53 pm
#1
Original Poster
Join Date: May 2008
Posts: 535
Mileage Credit Request Ignored - Is this normal for AA?
I have submitted 3 requests for missing miles from May. I have never received a reply from AAdvantage Customer Service for any of the requests (each was submitted approximately 1 month apart, to allow time for them to credit). My spouse also submitted a request recently and has received no reply. Is this normal? Do they just ignore your request, instead of telling you why the credit is not granted?
Sep 16, 2015, 10:34 pm
#2
Join Date: Nov 2002
Location: SJC, SFO, BUR
Programs: AA, WN, SPG, UA
Posts: 200
I haven't had a request a credit in the last few months, but earlier in the year I had the same experience as you: no response. In one case, they credited my miles without saying anything. In another, I had to follow-up with them before getting the miles.
Are these AA flights or a partner airline? Did you you run into an irregular situation that prevented the miles from crediting normally?
Since you've been waiting patiently for a while, have you tried sending a tweet to @AmericanAir? I've noticed them to be fairly responsive, especially if you've gotten no response from CS already.
Are these AA flights or a partner airline? Did you you run into an irregular situation that prevented the miles from crediting normally?
Since you've been waiting patiently for a while, have you tried sending a tweet to @AmericanAir? I've noticed them to be fairly responsive, especially if you've gotten no response from CS already.
Sep 17, 2015, 12:48 am
#3
Join Date: Jun 2015
Location: LA
Programs: AA, DL, UA
Posts: 543
Just submitted a mileage request last week and got denied yesterday. Turned out the names on the ticket didn't match the one on my AAdvantage account. Emailed them proof today and it got rectified pretty quickly.
I think either way you should expect to hear back within a week. Did you submit the request via the web form or did you email directly?
Edit: Ditto to the tweeting idea.
I think either way you should expect to hear back within a week. Did you submit the request via the web form or did you email directly?
Edit: Ditto to the tweeting idea.
Sep 17, 2015, 5:51 am
#4
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
IME - 28 years of AAdvantage postings - if a request for credit is accepted miles post within 7-30 days. If they disagree - terms not met, ineligible fare class, etc. - AA is silent.
Perhaps the US Airways reservation platform has added new inconsistencies to the AAdvantage crediting process. It goes away in a month.
Perhaps the US Airways reservation platform has added new inconsistencies to the AAdvantage crediting process. It goes away in a month.
Sep 17, 2015, 8:04 am
#5
FlyerTalk Evangelist
Join Date: May 2002
Location: NYC, USA
Programs: AA EXP 3MM, Lifetime Platinum, Marriott Titanium, HH Gold
Posts: 10,967
I requested one last month and it posted within 72 hours. I received multiple confirmation emails as well. Maybe try calling your AAdvantage line and ask to be transfered to AAdvantage Customer Service?
Sep 17, 2015, 8:57 am
#6
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
Opposite experience here: I submitted a claim last month for a US flight and had credit within a few days.
Sep 17, 2015, 9:01 am
#7
Join Date: Oct 2009
Posts: 643
I've had to call in to follow up. After that, they posted right away.
At the moment, I have no less than three pending. Only been two weeks, but surely, surely, it can't be that hard to confirm a flight I took with an AA number on US metal a month ago...........
At the moment, I have no less than three pending. Only been two weeks, but surely, surely, it can't be that hard to confirm a flight I took with an AA number on US metal a month ago...........
Sep 17, 2015, 9:02 am
#8
Join Date: Oct 2007
Programs: AA, WN, UA, Bonvoy, Hertz
Posts: 2,491
Just have to call.
I have the most problem with 037 tickets (they tell me that they can't see the source ticket and need evidence of fare class, etc. -- they often have to 'call over' to confirm 037 details).
I haven't seen a 001 ticket not get a response (typically silent crediting).
Rasheed
I have the most problem with 037 tickets (they tell me that they can't see the source ticket and need evidence of fare class, etc. -- they often have to 'call over' to confirm 037 details).
I haven't seen a 001 ticket not get a response (typically silent crediting).
Rasheed
Sep 17, 2015, 10:38 am
#9
Join Date: May 2003
Location: Maine
Programs: AA Plat, FI Silver, DL alumnus
Posts: 1,432
Not my experience. This year alone, I submitted the same request for credit three times - all three times, AA acknowledged receipt, and the first two times I got an email denying the request. When, after the third request, the miles finally posted? Nada.
Sep 17, 2015, 6:42 pm
#10
Join Date: Feb 2007
Location: Midwest
Programs: AA PLT AA 1MM
Posts: 727
I submitted a request a couple of months back for BA miles for a flight flown. Just almost exactly at the time I finally received an AA reply saying that BA had denied the miles, the miles posted to my account. So, got the miles, but this does not inspire confidence.
Sep 19, 2015, 6:04 am
#11
Join Date: Oct 2009
Posts: 643
Just received word that my request was denied, "incorrect booking class." This is wrong. There's clearly something amiss with the system these days. I guess I'll call to escalate.
Sep 22, 2015, 6:13 am
#12
Join Date: Jun 2008
Posts: 161
Having trouble with this too: sent a request for miles missing for one segment of a 6 segment itinerary. Sent in a copy of the original itinerary and boarding passes 2 days later. 3 weeks after that I got 2 emails, one stating my request was denied with no explanation, the other was a duplicate of the original auto reply saying they would review and get back to me in 30 days. I sent a message to customer service 8 days ago and so far only got the reply saying that they would respond in 5 days. Not sure what to try next (except perhaps beating my head against a wall).
Sep 22, 2015, 8:33 am
#13
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Having trouble with this too: sent a request for miles missing for one segment of a 6 segment itinerary. Sent in a copy of the original itinerary and boarding passes 2 days later. 3 weeks after that I got 2 emails, one stating my request was denied with no explanation, the other was a duplicate of the original auto reply saying they would review and get back to me in 30 days. I sent a message to customer service 8 days ago and so far only got the reply saying that they would respond in 5 days. Not sure what to try next (except perhaps beating my head against a wall).
These are among the simplest clerical tasks they can do, yet it seems to take an inordinate amount of time and the easy decisions are often arbitrary and incorrect. Have they outsourced this function, as they have for "web services, which once upon a time was helpful, to a low-bid contractor in some developing country?
Sep 22, 2015, 9:11 am
#14
Join Date: Sep 2008
Programs: American AAdvantage
Posts: 1,045
I have to wait a few more days before I can submit one. 5 out of 6 segments have already been posted. The one which hasn't been posted was the very first flight which was on AA 12 days ago.