May 24, 2013, 3:53 pm
Last edit by: JDiver
NOTE: The current thread can be found here.
Five Star Service : Personalized Departure, Connection, or Arrival services available in major US airports and some international airports.
Departing passengers are met curbside, assisted through check-in, escorted through an expedited security lane (Usually PriorityAAccess), escorted to the AAdmirals Club, escorted to the gate, and then they can either pre-board or be the last one to board.
Connecting passengers are met at the arrivals gate. For International arrivals, passengers are Escort through Immigration and Customs, baggage claim, and Security. Then, they are escorted to the AAdmirals Club, escorted to the gate, and then they can either pre-board or be the last one to board.
Arriving passengers are are met at the arrivals gate. For International arrivals, passengers are Escort through Immigration and Customs, and baggage claim.
AA Five Star Service have stated that they are not allowed into the Customs/Immigration hall at MIA. Passengers will be escorted to the customs/immigration hall and met when they exit the customs/immigration hall when the Five Star service will continue.
Some passengers have reported that they have been escorted through the Diplomatic lane at DFW, ORD, JFK. At MIA, no fast track is provided.
- Five Star Service also include Pro-active Flight Monitoring and Priority Re-Accommodation during Delays.
- Golf Carts are used to Escort passengers through the terminal in most locations (usually not offered at JFK)
- Five Star Service is available to customers with confirmed and ticketed travel on the day of Five Star Service in either First or Business class on at least one segment of the customer's itinerary.
US Airports
Los Angeles [LAX]
Miami [MIA]
New York Kennedy [JFK]
New York LaGuardia [LGA]
Boston [BOS]
Chicago [ORD]
Dallas/Fort Worth [DFW]
San Francisco [SFO]
Washington Reagan [DCA]
International
Buenos Aires [EZE]
London Heathrow [LHR]
Milan [MXP]
Narita [NRT]
Sao Paulo [GRU]
Cost (As of October 21, 2013)
Prices vary by location for the first passenger.
LAX, MIA, JFK, LGA - $250
BOS, ORD, DFW, SFO, DCA - $250
EZE, LHR, MXP, NRT, GRU - $300
Additional adults cost $75, additional children (17 and under) $50.
Assistance is provided by the Premium Passengers/Concierge Key Representatives
ARCHIVE: AA Five Star Service / FSS Personal Assistance (consolidated)
Apr 6, 2012, 2:45 pm
#271
Senior Moderator and Moderator: American AAdvantage & TravelBuzz
Join Date: Nov 2007
Location: BOS
Programs: AA EXP, Marriott Titanium
Posts: 10,426
You'll be departing from the gates between Concourse B and C (Gates 23-34). (http://www.metwashairports.com/image..._map_large.jpg) There aren't many gates in that section, and AA has 5 of the gates (USAirways and United have the other 7). Certainly up to you, but if it were me, I wouldn't pay the money to potentially get through security 5 min faster.
Apr 6, 2012, 3:13 pm
#272
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
No, not with wholly domestic US flights (or even domestic connecting to int'l); you always clear customs immediately upon entering the US and then connect onwards. That's why all US airports (other than MIA, to my knowledge) use a separate int'l arrivals terminal with all of the post-flight security. MIA is set up a lot more like LHR, for example, in that regard.
The only time you'll have to re-clear security on an entirely domestic flight is if you have to change terminals and there are no air-side connections.
The only time you'll have to re-clear security on an entirely domestic flight is if you have to change terminals and there are no air-side connections.
What's really different about many overseas hubs is that they are set up such that international arrivals don't need to clear Immigration and Customs; they go through an extra security screening or not, and are in the departures area. E.g., at LHR arriving passengers either go to "Connecting Flights" to clear security or "U.K. Border" to clear Immigration and Customs. As long as passengers don't have access to their checked bags, there really isn't any need to send them through another security screening (although many airports, such as LHR and HKG, do so, others, such as MAD, don't).
Apr 6, 2012, 4:43 pm
#273
Join Date: Sep 2011
Programs: AA SPG Amex
Posts: 4,644
Having a separate international arrivals terminal is really unrelated (except that it makes it easier for Immigration and Customs to staff international arrivals if they are centralized). DFW and LAX, for example, have international flights that arrive at the same gates as departures (domestic and international). The gate configuration allows arriving passengers to be shuttled into off to an international arrivals processing area either above or below normal arrivals/departures.
What's really different about many overseas hubs is that they are set up such that international arrivals don't need to clear Immigration and Customs; they go through an extra security screening or not, and are in the departures area. E.g., at LHR arriving passengers either go to "Connecting Flights" to clear security or "U.K. Border" to clear Immigration and Customs. As long as passengers don't have access to their checked bags, there really isn't any need to send them through another security screening (although many airports, such as LHR and HKG, do so, others, such as MAD, don't).
What's really different about many overseas hubs is that they are set up such that international arrivals don't need to clear Immigration and Customs; they go through an extra security screening or not, and are in the departures area. E.g., at LHR arriving passengers either go to "Connecting Flights" to clear security or "U.K. Border" to clear Immigration and Customs. As long as passengers don't have access to their checked bags, there really isn't any need to send them through another security screening (although many airports, such as LHR and HKG, do so, others, such as MAD, don't).
Apr 6, 2012, 4:45 pm
#274
Join Date: Sep 2011
Programs: AA SPG Amex
Posts: 4,644
Personally, I think the difference would be negligible. Since you're flying F, you'll have access to the Priority AAccess line to get through TSA security.
You'll be departing from the gates between Concourse B and C (Gates 23-34). (http://www.metwashairports.com/image..._map_large.jpg) There aren't many gates in that section, and AA has 5 of the gates (USAirways and United have the other 7). Certainly up to you, but if it were me, I wouldn't pay the money to potentially get through security 5 min faster.
You'll be departing from the gates between Concourse B and C (Gates 23-34). (http://www.metwashairports.com/image..._map_large.jpg) There aren't many gates in that section, and AA has 5 of the gates (USAirways and United have the other 7). Certainly up to you, but if it were me, I wouldn't pay the money to potentially get through security 5 min faster.
Apr 6, 2012, 5:12 pm
#275
Join Date: Dec 2002
Location: Tokyo, Japan
Programs: JAL Global Club & oneworld Sapphire, ANA SFC & Star Alliance Gold
Posts: 3,763
Wow, so they just ignore the T&C and make up their own rules? Wish I could do that at my job.
Apr 7, 2012, 1:16 am
#276
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
The part about MIA was just a side note really, and the difference between that and LAX (haven't been to DFW in ages so don't recall) is that at LAX that is only the case at TBIT, not AA's T4, for example. The disadvantage of how they do it at LHR is that I believe it's quite difficult to go land-side once clearing FCC (since you haven't passed immigration). In the US you're free to do so if need be, even if you are a connecting pax from an int'l flight, since you've already cleared immigration/customs.
The LHR system lets you choose to go landside or not. The U.S. system forces everyone to go landside, which I find very annoying. In LHR, you can go via FCC and then go landside if you like (e.g., land at T5, take FCC bus to T3, then go landside) and clearing immigration and customs.
Apr 7, 2012, 1:20 am
#277
Join Date: Sep 2011
Programs: AA SPG Amex
Posts: 4,644
International arrivals at LAX T4 land at the same gates as usual; the gate configuration allows passengers to be directed to the T4 processing center (or by tunnel to TBIT on those occasions when T4 center is closed).
The LHR system lets you choose to go landside or not. The U.S. system forces everyone to go landside, which I find very annoying. In LHR, you can go via FCC and then go landside if you like (e.g., land at T5, take FCC bus to T3, then go landside) and clearing immigration and customs.
The LHR system lets you choose to go landside or not. The U.S. system forces everyone to go landside, which I find very annoying. In LHR, you can go via FCC and then go landside if you like (e.g., land at T5, take FCC bus to T3, then go landside) and clearing immigration and customs.
And my point with LHR wasn't that you couldn't go through immigration and go land-side, it was that you couldn't go through FCC and then just walk land-side (skipping customs/immigration) the way you can here.
Apr 7, 2012, 3:45 am
#278
Join Date: Dec 2002
Location: Tokyo, Japan
Programs: JAL Global Club & oneworld Sapphire, ANA SFC & Star Alliance Gold
Posts: 3,763
Just wanted to come back here to add that I've had several more interactions over the telephone with the Five Star folks and have been extremely disappointed. Frankly the service is terrible. It's not that the phone reps are unfriendly or anything. They are perfectly nice and personable. The problem is that they are horribly uninformed and provide all kinds of wrong information. When challenged, they often stick to their position instead of checking with other knowledgeable personnel. Here are some examples of the wrong information about ORD that I got from various agents:
1. Five Star reps can't meet anyone at terminal 5 because AA doesn't use it. (Fact: all AA international arrivals use terminal 5.)
2. The inter-terminal train operates inside security. (Fact: that train is outside security.)
3. International arriving passengers don't have to re-clear security when making domestic connections. (Fact: international arriving passengers at any US airport must re-clear security when making domestic connections.)
4. It's not possible to get from terminals 3 to terminals 2 or 1 without leaving security. (Fact: terminals 1 through 3 are all connected airside, i.e. one can walk from any terminal to any other without leaving security.)
5. Five star service is only available when flying on AA metal. (T&C says the service is available for any itinerary involving a segment ticketed and operated OR marketed by AA.)
6. We don't help with interline connections. (Fact: Five Star web page says connection assistance is available for interline connections.)
To add insult to injury, the Five Star office has ignored an email I sent them in February with some questions about the assistance my family will receive during their trip.
So we have misinformed agents consistently giving wrong information about AA's second largest hub and emails from a customer being ignored. Despite the name, the service they provide over the phone (and email) is anything but "five star."
1. Five Star reps can't meet anyone at terminal 5 because AA doesn't use it. (Fact: all AA international arrivals use terminal 5.)
2. The inter-terminal train operates inside security. (Fact: that train is outside security.)
3. International arriving passengers don't have to re-clear security when making domestic connections. (Fact: international arriving passengers at any US airport must re-clear security when making domestic connections.)
4. It's not possible to get from terminals 3 to terminals 2 or 1 without leaving security. (Fact: terminals 1 through 3 are all connected airside, i.e. one can walk from any terminal to any other without leaving security.)
5. Five star service is only available when flying on AA metal. (T&C says the service is available for any itinerary involving a segment ticketed and operated OR marketed by AA.)
6. We don't help with interline connections. (Fact: Five Star web page says connection assistance is available for interline connections.)
To add insult to injury, the Five Star office has ignored an email I sent them in February with some questions about the assistance my family will receive during their trip.
So we have misinformed agents consistently giving wrong information about AA's second largest hub and emails from a customer being ignored. Despite the name, the service they provide over the phone (and email) is anything but "five star."
Apr 7, 2012, 7:02 am
#279
Join Date: Jan 2010
Location: RBKC
Programs: AA EXP and Eurostar Carte Blanche
Posts: 3,856
Hmm. I'm not sure I would expect the Five Star agents to provide so much information. As far as I can tell, their job is to arrange for someone to meet you, which they have always done quite well for me ^
Apr 7, 2012, 8:09 am
#280
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,816
I don't agree. The diligence of the screening process is different at different airports, often (but not always) aligned with the degree to which the country is developed. Security screening for transit/connecting pax simply means that the connection airport doesn't want to rely on the screening process of numerous other airports over which it has no control. While it does take time, I'm in favor of it.
Apr 7, 2012, 8:28 am
#281
Join Date: Dec 2002
Location: Tokyo, Japan
Programs: JAL Global Club & oneworld Sapphire, ANA SFC & Star Alliance Gold
Posts: 3,763
They make statements contradicting their own terms & conditions ("we don't give five star service for codeshares") and the Five Star website ("we don't help with interline connections"). They deny Five Star service to people who are eligible for it according to AA's own T&C.
They said they wouldn't escort my wife through security because it's not necessary to go through security when connecting from international to domestic (also false).
All of the misinformation I cited arose in discussions of what exactly the Five Star reps would do for my family at the airport. I had conversations with multiple agents about what exactly I would be getting for the $125, and every agent gave me a different story. One agent said the rep would meet them at baggage claim and that was it; no meet-up at the gate and no other escorts to any other part of the airport.
And it's not just the people I spoke with. There was the recent post in this thread about MIA agents who, when confronted with the Five Star terms & conditions, said the T&C don't matter and that MIA does it differently.
Apr 7, 2012, 8:32 am
#282
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,816
Their job is also to be able to explain what Five Star service entails. Saying that they can't provide it because AA doesn't use terminal 5 (which is false) or saying they won't escort my wife to the domestic terminals because the one she's going to isn't connected airside to terminal 2 (which it is) is failing to do their job.
Apr 7, 2012, 12:00 pm
#283
Join Date: Sep 2011
Programs: AA SPG Amex
Posts: 4,644
Just wanted to come back here to add that I've had several more interactions over the telephone with the Five Star folks and have been extremely disappointed. Frankly the service is terrible. It's not that the phone reps are unfriendly or anything. They are perfectly nice and personable. The problem is that they are horribly uninformed and provide all kinds of wrong information. When challenged, they often stick to their position instead of checking with other knowledgeable personnel. Here are some examples of the wrong information about ORD that I got from various agents:
1. Five Star reps can't meet anyone at terminal 5 because AA doesn't use it. (Fact: all AA international arrivals use terminal 5.)
2. The inter-terminal train operates inside security. (Fact: that train is outside security.)
3. International arriving passengers don't have to re-clear security when making domestic connections. (Fact: international arriving passengers at any US airport must re-clear security when making domestic connections.)
4. It's not possible to get from terminals 3 to terminals 2 or 1 without leaving security. (Fact: terminals 1 through 3 are all connected airside, i.e. one can walk from any terminal to any other without leaving security.)
5. Five star service is only available when flying on AA metal. (T&C says the service is available for any itinerary involving a segment ticketed and operated OR marketed by AA.)
6. We don't help with interline connections. (Fact: Five Star web page says connection assistance is available for interline connections.)
To add insult to injury, the Five Star office has ignored an email I sent them in February with some questions about the assistance my family will receive during their trip.
So we have misinformed agents consistently giving wrong information about AA's second largest hub and emails from a customer being ignored. Despite the name, the service they provide over the phone (and email) is anything but "five star."
1. Five Star reps can't meet anyone at terminal 5 because AA doesn't use it. (Fact: all AA international arrivals use terminal 5.)
2. The inter-terminal train operates inside security. (Fact: that train is outside security.)
3. International arriving passengers don't have to re-clear security when making domestic connections. (Fact: international arriving passengers at any US airport must re-clear security when making domestic connections.)
4. It's not possible to get from terminals 3 to terminals 2 or 1 without leaving security. (Fact: terminals 1 through 3 are all connected airside, i.e. one can walk from any terminal to any other without leaving security.)
5. Five star service is only available when flying on AA metal. (T&C says the service is available for any itinerary involving a segment ticketed and operated OR marketed by AA.)
6. We don't help with interline connections. (Fact: Five Star web page says connection assistance is available for interline connections.)
To add insult to injury, the Five Star office has ignored an email I sent them in February with some questions about the assistance my family will receive during their trip.
So we have misinformed agents consistently giving wrong information about AA's second largest hub and emails from a customer being ignored. Despite the name, the service they provide over the phone (and email) is anything but "five star."
regarding the lack of knowledge, I'm curious if in #2 the rep was actually thinking of the AA<->BA shuttle, which does operate inside security?
Apr 7, 2012, 5:30 pm
#284
Join Date: Feb 2006
Location: Hong Kong & New York
Programs: AA EXP/CK, UA1K
Posts: 131
Just to clarify, 5* service grants the customer an AC day pass, good at all AC locations on the day of travel, not just at the airport providing the 5* service.
Apr 7, 2012, 6:53 pm
#285
Join Date: Sep 2011
Programs: AA SPG Amex
Posts: 4,644
Oh, good to know. Do they give you a pass at the AC as though you'd purchased it there, or do you need your 5* receipt? I wasn't paying much attention the one time I used it (I can get AC access with Amex and wasn't connecting).