Kudos to AA - lost passport

Old Feb 20, 06, 1:44 am
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Join Date: Oct 2003
Location: bay area, california
Programs: aa exp 1MM, alaska air, united, hhonors gold, spg gold
Posts: 686
Kudos to AA - lost passport

In London last week my wife lost her purse with all id and her passport on Valentine's day, the night before our return. We called AA desk the next morning 6am before our 10am flight. They were very understanding, and said they'd hold the booking open 24-48 hours until we could get a replacement passport. We got it the next day and flew out two days late on the same flight. They could have made it difficult with $400 in change fees, but instead they were really cooperative and eased our worries, making the change no charge.

Definitely top notch customer service in this case.

We did lose our confirmed upgrades ORD-SFO but still were grateful to get flights back with no hassle.
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Old Feb 20, 06, 2:40 am
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Join Date: Jun 2000
Location: Benicia CA
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Nice to see things work out when you get in a jam like this

Tom at LHR in the Cathay F Lounge
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