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)
May 3, 2012, 9:15 pm
#301
Join Date: Dec 2002
Location: Tokyo, Japan
Programs: JAL Global Club & oneworld Sapphire, ANA SFC & Star Alliance Gold
Posts: 3,763
Wow, these two things alone are significant failures, although the first item doesn't surprise me considering my own experience with 5* phone reps.
May 5, 2012, 5:59 am
#302
Join Date: Mar 2001
Location: Dallas
Programs: AA PLT/5MM; AS MVP GLD 75K; DL DM; EK SLV; HHonors DIAM; Marriott GLD
Posts: 4,092
Just thought I'd throw in my two-cents.
Purchased this service one time a few months back; the five-star agent was a no-show. Called the next day to get my fee refunded. Phone agent processed the refund without even bothering to apologize.
Purchased this service one time a few months back; the five-star agent was a no-show. Called the next day to get my fee refunded. Phone agent processed the refund without even bothering to apologize.
May 5, 2012, 6:26 am
#303
Join Date: Aug 2006
Location: NYC
Programs: AA LT G (1MM);DL G, UA GM
Posts: 2,028
Last week I got a promo e-mail with a sweepstakes inviting me to check out 5* service. Guess it's going a little slowly for them. From reading that last two pages here it seems like there's a reason for that. If they really want to make money from it they must provide a consistent product that won't let down the neophytes and p1ss off the knowledgeable.
May 5, 2012, 7:29 am
#304
Join Date: Mar 2010
Posts: 2,592
Why so many people are unhappy with 5 stars ?
I'm surprised that a lot of people are unhappy with 5 stars.
During the last 8 months, I have used them 5 times in Miami and twice in JFK always coming from overseas and with an AA connection
It was always a pleasant experience.
The only minor negative points
- After a long layover at the AC in MIA , I had to ask at the reception for my host to come and escort me to the gate.
- Last host in JFK was not aware that she can use the diplomatic line for immigration. I had to inform her and she then asked me if I have a diplomatic passport...
( Seems that this was her first international 5 stars
One question : Did they always say your name on the micro while still inside the aircraft ? They always did it to me except once. This host told me that she never do it and that she'll try to convince her boss to stop doing it.
In my opinion, the main advantage of 5S is not to wait at US immigration and as a French citizen I'm not eligible for any other program, please correct me if I'm wrong
During the last 8 months, I have used them 5 times in Miami and twice in JFK always coming from overseas and with an AA connection
It was always a pleasant experience.
The only minor negative points
- After a long layover at the AC in MIA , I had to ask at the reception for my host to come and escort me to the gate.
- Last host in JFK was not aware that she can use the diplomatic line for immigration. I had to inform her and she then asked me if I have a diplomatic passport...
( Seems that this was her first international 5 starsOne question : Did they always say your name on the micro while still inside the aircraft ? They always did it to me except once. This host told me that she never do it and that she'll try to convince her boss to stop doing it.
In my opinion, the main advantage of 5S is not to wait at US immigration and as a French citizen I'm not eligible for any other program, please correct me if I'm wrong
May 5, 2012, 2:58 pm
#305
Join Date: Sep 2011
Programs: AA SPG Amex
Posts: 4,644
I'm surprised that a lot of people are unhappy with 5 stars.
During the last 8 months, I have used them 5 times in Miami and twice in JFK always coming from overseas and with an AA connection
It was always a pleasant experience.
The only minor negative points
- After a long layover at the AC in MIA , I had to ask at the reception for my host to come and escort me to the gate.
- Last host in JFK was not aware that she can use the diplomatic line for immigration. I had to inform her and she then asked me if I have a diplomatic passport...( Seems that this was her first international 5 stars
One question : Did they always say your name on the micro while still inside the aircraft ? They always did it to me except once. This host told me that she never do it and that she'll try to convince her boss to stop doing it.
In my opinion, the main advantage of 5S is not to wait at US immigration and as a French citizen I'm not eligible for any other program, please correct me if I'm wrong
During the last 8 months, I have used them 5 times in Miami and twice in JFK always coming from overseas and with an AA connection
It was always a pleasant experience.
The only minor negative points
- After a long layover at the AC in MIA , I had to ask at the reception for my host to come and escort me to the gate.
- Last host in JFK was not aware that she can use the diplomatic line for immigration. I had to inform her and she then asked me if I have a diplomatic passport...
( Seems that this was her first international 5 starsOne question : Did they always say your name on the micro while still inside the aircraft ? They always did it to me except once. This host told me that she never do it and that she'll try to convince her boss to stop doing it.
In my opinion, the main advantage of 5S is not to wait at US immigration and as a French citizen I'm not eligible for any other program, please correct me if I'm wrong
I am not sure whether citizens of France are eligible for any of the CBP programs. I think Canadian citizens can get Nexus and Mexican citizens SENTRI but I could be confused about who is eligible for what. The TSS forum will know for sure, though.
May 5, 2012, 4:55 pm
#306
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
Last week I got a promo e-mail with a sweepstakes inviting me to check out 5* service. Guess it's going a little slowly for them. From reading that last two pages here it seems like there's a reason for that. If they really want to make money from it they must provide a consistent product that won't let down the neophytes and p1ss off the knowledgeable.
May 6, 2012, 2:26 pm
#307
Join Date: Jan 2010
Location: RBKC
Programs: AA EXP and Eurostar Carte Blanche
Posts: 3,856
At present, GE is available for U.S. citizens, permanent residents, citizens of the Netherlands, Canada, and Mexico. See the GE FAQ.
May 22, 2012, 2:45 pm
#308
Join Date: Nov 2009
Location: ORD/PSP
Programs: AA LT Plat, 6.0 MM, Marriott LT Platinum
Posts: 1,002
Great!
I got 5 Star to assist my elderly, disabled mother-in-law through ORD on Saturday. Friday afternoon the representative called me, confirmed all the details of contact info, time, meeting place, wheelchair, etc; then called me again Saturday morning to confirm she was at the curb 10 minutes early with the wheelchair, then again when they were ready to board. My mother-in-law was ecstatic...they got her a newspaper and coffee at the AC, found her a quiet corner in the crowded club, and checked twice to see if she needed anything. On the plane they handled her carry on for her on both ends, even though I only paid for the departure. Great, great experience for only $125. Highly recommended. Way to go, Denata, and thank you so much.
May 29, 2012, 3:04 pm
#309
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,266
Tried to use Five Star one more time this week (and take advantage of my $200 AMEX PLT airline fee rebate). This time I am traveling with my wife and 14 month old (lap child).
I stomached the first price increase (which was insanely large). But now they're telling me I have to pay $50 more for my lap child? Seriously? This service seems to be degenerating into a complete cluster f***.
I stomached the first price increase (which was insanely large). But now they're telling me I have to pay $50 more for my lap child? Seriously? This service seems to be degenerating into a complete cluster f***.
May 29, 2012, 5:19 pm
#310
Join Date: Apr 2002
Location: Home
Posts: 1,910
Kids used to be free. I dont know why they have to charge 'extra' for kids since they arent bringing more people to help out. Both times I have used the service it was just one person.
Maybe they feel that with AC access you need to pay more. But when I travel and not use 5* my family still has AC access.
Maybe they feel that with AC access you need to pay more. But when I travel and not use 5* my family still has AC access.
May 29, 2012, 10:18 pm
#311
Join Date: Dec 2002
Location: Tokyo, Japan
Programs: JAL Global Club & oneworld Sapphire, ANA SFC & Star Alliance Gold
Posts: 3,763
Since someone here mentioned price changes, I just looked at the Five Star web page and noticed that not only did prices change, but also the terms & conditions have changed. The T&C now include the following weaselly language:
"Itineraries involving airlines other than American Airlines or American Eagle may be accepted if flight departs or arrives from an American Airlines terminal or is approved by American Airlines Five Star Service airport staff."
In other words, there's no rule anymore and the individual agents can decide whether they feel like giving you the service or not. I guess AA decided it was too much trouble to establish a consistent product with consistent rules, so they gave up and left it to the whims of the agents.
"Itineraries involving airlines other than American Airlines or American Eagle may be accepted if flight departs or arrives from an American Airlines terminal or is approved by American Airlines Five Star Service airport staff."
In other words, there's no rule anymore and the individual agents can decide whether they feel like giving you the service or not. I guess AA decided it was too much trouble to establish a consistent product with consistent rules, so they gave up and left it to the whims of the agents.
May 30, 2012, 7:01 am
#312
Join Date: Jun 2010
Location: Europe
Programs: BA GGL
Posts: 492
Used the arrivals service on a BA flight at MIA yesterday and was very pleased. At the curb 20 minutes after landing with escort through diplomatic channels.
We will use the departure service today and report back.
We will use the departure service today and report back.
May 30, 2012, 7:40 am
#313
Join Date: Nov 2011
Location: NYC
Programs: AA EXP
Posts: 288
Since someone here mentioned price changes, I just looked at the Five Star web page and noticed that not only did prices change, but also the terms & conditions have changed. The T&C now include the following weaselly language:
"Itineraries involving airlines other than American Airlines or American Eagle may be accepted if flight departs or arrives from an American Airlines terminal or is approved by American Airlines Five Star Service airport staff."
In other words, there's no rule anymore and the individual agents can decide whether they feel like giving you the service or not. I guess AA decided it was too much trouble to establish a consistent product with consistent rules, so they gave up and left it to the whims of the agents.
"Itineraries involving airlines other than American Airlines or American Eagle may be accepted if flight departs or arrives from an American Airlines terminal or is approved by American Airlines Five Star Service airport staff."
In other words, there's no rule anymore and the individual agents can decide whether they feel like giving you the service or not. I guess AA decided it was too much trouble to establish a consistent product with consistent rules, so they gave up and left it to the whims of the agents.
Instead of AA explicitly prohibiting the service for itineraries on other carriers, now it is up to the agent's discretion. This means they could "approve" a five star reservation for service with another airline they might not be able to in the past.
Of course this doesn't guarantee that they will approve anything, just that AA isn't blocking them from doing so.
I agree that the service should be extended to other airlines if connecting to/from an AA flight and you pay for it, but logistically this could be expensive/difficult in airports with several terminals that are often far away from each other.
Moreover, AA agents will have no clout with another airline's staff so they can't help you skip the check-in or security lines, or get you into the lounge, so it doesn't make much sense for them to help beyond the scope of their "power." With the new rule change the agent can better judge (based on your itinerary and their capability) whether they can actually help you or provide you with services you expect from five star, this means better service.
May 31, 2012, 1:57 am
#314
Join Date: Sep 2011
Programs: AA SPG Amex
Posts: 4,644
I personally read this as a positive change.
Instead of AA explicitly prohibiting the service for itineraries on other carriers, now it is up to the agent's discretion. This means they could "approve" a five star reservation for service with another airline they might not be able to in the past.
Of course this doesn't guarantee that they will approve anything, just that AA isn't blocking them from doing so.
I agree that the service should be extended to other airlines if connecting to/from an AA flight and you pay for it, but logistically this could be expensive/difficult in airports with several terminals that are often far away from each other.
Moreover, AA agents will have no clout with another airline's staff so they can't help you skip the check-in or security lines, or get you into the lounge, so it doesn't make much sense for them to help beyond the scope of their "power." With the new rule change the agent can better judge (based on your itinerary and their capability) whether they can actually help you or provide you with services you expect from five star, this means better service.
Instead of AA explicitly prohibiting the service for itineraries on other carriers, now it is up to the agent's discretion. This means they could "approve" a five star reservation for service with another airline they might not be able to in the past.
Of course this doesn't guarantee that they will approve anything, just that AA isn't blocking them from doing so.
I agree that the service should be extended to other airlines if connecting to/from an AA flight and you pay for it, but logistically this could be expensive/difficult in airports with several terminals that are often far away from each other.
Moreover, AA agents will have no clout with another airline's staff so they can't help you skip the check-in or security lines, or get you into the lounge, so it doesn't make much sense for them to help beyond the scope of their "power." With the new rule change the agent can better judge (based on your itinerary and their capability) whether they can actually help you or provide you with services you expect from five star, this means better service.
May 31, 2012, 2:23 am
#315
Join Date: Dec 2002
Location: Tokyo, Japan
Programs: JAL Global Club & oneworld Sapphire, ANA SFC & Star Alliance Gold
Posts: 3,763
I personally read this as a positive change.
Instead of AA explicitly prohibiting the service for itineraries on other carriers, now it is up to the agent's discretion. This means they could "approve" a five star reservation for service with another airline they might not be able to in the past.
Instead of AA explicitly prohibiting the service for itineraries on other carriers, now it is up to the agent's discretion. This means they could "approve" a five star reservation for service with another airline they might not be able to in the past.
The old rule was that five star service was available for any itinerary "involving a segment operated or marketed by American Airlines." The "or marketed by" language basically meant that code shares were eligible. It was how I convinced a hesitant agent to make a five star reservation for my family on a JL flight booked on the AA website. Under the new language, agents can deny the service on such itineraries.
Basically the new language is vague and gives agents discretion to deny the service on any flight not operated by AA metal. Or the agents might approve it. You just don't know unless you ask an individual agent, and as I posted earlier in this thread the agents are terribly uninformed about the situations at each individual airport and are in no position to make good decisions about which itineraries should or should not be eligible. In my earlier posts I gave numerous examples of wrong and conflicting information given by agents. (When confronted with information conflicting with what they think they know, in a majority of cases the agents refuse to check with someone else and just stick with their position.)
The rule in the T&C should be clear and unequivocal. Perhaps something like "all itineraries involving a segment ticketed with an AA flight number (including code share flights)."