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ARCHIVE: AA Five Star Service / FSS Personal Assistance (consolidated)

Old May 24, 2013, 3:53 pm
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Last edit by: JDiver
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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
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ARCHIVE: AA Five Star Service / FSS Personal Assistance (consolidated)

 
Old Feb 7, 2010, 8:59 am
  #46  
 
Join Date: Nov 2006
Programs: AA EXP, 1 MM, AC, HH Diamond, Marriott Silver, Hertz 5*
Posts: 4,010
Originally Posted by bdemaria
The free service (requested by checking the box on the reservation tab) is not exclusively for the use of "physically handicapped" pax; rather it is clearly defined as disability assistance. My 72 yr old father has early stage Alzheimers and while he is physically able to change planes in Dallas; it is a confusing process for him and, as a result, makes my 70 year old mother very anxious.
That's good information and certainly pertinent to your father's travels.

In DZONELB's case, however, the only justification given is the pax does not speak English. I don't see how not speaking English would fall under disability assistance.

Originally Posted by DZONELB
When i arrange for my mom's travel i usually have them send her in a wheelchair as she doesn't speak English...
videomaker is offline  
Old Feb 7, 2010, 11:23 am
  #47  
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Originally Posted by mvoight
Is this service still available?
What is the current price?
Is there an official AA webpage with info?
This service is available to anyone, and I am not aware of any plans to cancel it. Simply call 877-5STAR-02 to book. If you're an HSBC Premier customer, the service is free through May 2010. If not, it's $200 per use. I feel it is worth it, certainly for departures.

* * *

I also have an update to my earlier post on the use of the service. I booked service for a recent red-eye arrival at JFK. I offered a tip (which I have given every previous time) when the agent handed me off to my driver. The 5-star agent told me that they were not allowed to accept tips. I told her that all of her colleagues had accepted them previously, and she declined again. I appreciate her adherence to policies at least.
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Old Feb 8, 2010, 3:53 am
  #48  
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Originally Posted by bdemaria
I've discussed this issue w/AA (Customer Service, AC Angels, EXP line...)

The free service (requested by checking the box on the reservation tab) is not exclusively for the use of "physically handicapped" pax; rather it is clearly defined as disability assistance. My 72 yr old father has early stage Alzheimers and while he is physically able to change planes in Dallas; it is a confusing process for him and, as a result, makes my 70 year old mother very anxious. I try to book them nonstop but on those occasions I can't, I request assistance for them.
Alzheimers is a medical condition. Inability to understand English is not a medical condition. When I said "physically handicapped", I might not have been all-inclusive, however these services are for people who have difficulty navigating an airport terminal due to language issues.
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Old Feb 8, 2010, 12:44 pm
  #49  
 
Join Date: Aug 2009
Location: San Juan, PR
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Just used Five Star Service at LAX - nice!

I just used AA's Five Star Service at LAX for the first time on February 4, having heard about the service through HSBC's Premier promotional program. I didn't have to pay the $100 fee thanks to HSBC's offer, which was nice. I chose to try out the experience as I have had to endure really long lines at security at LAX in the past, and I was worried about not arriving with enough time from a business meeting.

The experience was quite pleasant, including a really nice Premium Services representative who called me in advance of my planned arrival time at the airport to check in (I was just about to drop off my rental car). He had my boarding pass ready, sped me right to drop off my suitcase and then walked it to the TSA security scanner for me, and then walked me through the TSA security lane, essentially jumping most of the line. I should note that I was lucky in that the security line was quite short, so I'm sure I would have appreciated it more if I had gotten to avoid a much longer line.

Once we were through the checkpoint, he walked me to the Admiral's Club, chatted with me for a while, brought me a drink, and stayed around to check on my upgrade request. He walked me to my gate, skipped me past the long boarding line, and was generally very, very helpful.

Overall, I would highly recommend the service for people with special needs or who don't travel much and that may not have elite status on AA (parents/in-laws/relatives, those with small children, etc.), or when you are worried about getting through the busy airport during peak hours. I am an Admiral's Club member and an elite flyer with AA, so some of the benefits I get already, so they wouldn't be worth $100 to me if I didn't have the HSBC offer.

One more note about future cities: the representative confirmed to me that they will be rolling out the service at MIA later in 2010, as well as possibly ORD. I asked about DFW (seems to make sense, as it's AA's HQ/hub), and he said he also would have figured it made sense, but that there are no plans for DFW as of now.

Hope this helps anyone looking to take advantage of the service!
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Old Feb 8, 2010, 4:21 pm
  #50  
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Originally Posted by NYBanker
The 5-star agent told me that they were not allowed to accept tips.
That is very high-class. Kudos to AA for keeping this program truly elite.
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Old Feb 10, 2010, 4:00 am
  #51  
 
Join Date: Jan 2010
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Does anyone know if five star service is available for travelers connecting through JFK or LAX? I realize I can call the number and find out, but I thought I would see if anyone has had any experience first.

Am connecting LHR-LAX-LAS next week and the connection from the international terminal at LAX is never any fun. If this gets you through customs, etc. and over to the AA terminal more quickly, then I'll definitely use it.
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Old Feb 10, 2010, 11:10 am
  #52  
 
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Does anyone know if five star service is available for travelers connecting through JFK or LAX?
Just to follow up -- I called to ask this question and yes, it is indeed possible for all domestic arrivals. For international arrivals, it is only available if you are arriving on and connecting to an AA flight. Have booked it for Friday so will let you know how it goes.
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Old Feb 10, 2010, 11:20 am
  #53  
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Originally Posted by ExpatExp
Just to follow up -- I called to ask this question and yes, it is indeed possible for all domestic arrivals. For international arrivals, it is only available if you are arriving on and connecting to an AA flight. Have booked it for Friday so will let you know how it goes.
Good to know.


By the way "ExPatExp" ^ nice moniker.
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Old Feb 10, 2010, 3:45 pm
  #54  
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Originally Posted by ExpatExp
Am connecting LHR-LAX-LAS next week and the connection from the international terminal at LAX is never any fun. If this gets you through customs, etc. and over to the AA terminal more quickly, then I'll definitely use it.
Originally Posted by ExpatExp
Just to follow up -- I called to ask this question and yes, it is indeed possible for all domestic arrivals. For international arrivals, it is only available if you are arriving on and connecting to an AA flight. Have booked it for Friday so will let you know how it goes.
LAX T4 has customs and immigration facilities. AA international flights do not arrive at TBIT. If both your flights are on AA, you will arrive at and depart from the same terminal. You will, however, have to pass through TSA security before boarding your domestic flight.
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Old Feb 10, 2010, 3:57 pm
  #55  
 
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Originally Posted by TWA884
LAX T4 has customs and immigration facilities. AA international flights do not arrive at TBIT. If both your flights are on AA, you will arrive at and depart from the same terminal. You will, however, have to pass through TSA security before boarding your domestic flight.
There are occasions when passengers from an AA international flight (arriving at T-4) are diverted to TBIT to clear customs and immigration.
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Old Feb 13, 2010, 6:38 pm
  #56  
 
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Yes sorry -- AA international arrivals at T4. I was confusing it with CX.

Just completed my connection through LAX (LHR-LAX-LAS) using Five Star Service. It went quite well.

My objective when booking this service was to avoid the long lines and hassle of arriving on an international flight with a short connection to a domestic flight. I reserved over the phone about three days ahead by calling 1 (877) STAR 02, a process which was very easy and took less than five minutes. A booking confirmation arrived by email a short time later.

Nothing unusual at departure from LHR, which was expected as Five Star Service is only available in LAX and JFK. At the arrival gate in LAX, a very nice woman was waiting for me on the jetbridge, by the door of the aircraft. An announcement with my name had been made just as passengers started to alight, so I knew who to look for. My hostess accompanied me through customs and immigration, allowing me to skip both lines.

Next to deal with my luggage, for which she recommended bypassing the re-check area, and instead going straight upstairs to the Priority Access check in area, again skipping the line. After dropping off my luggage, it was up the escalator (which is working now) to the security checkpoint. Skipped the line again, and my hostess assisted with getting my carry-on luggage into trays and onto the x-ray belt. After security, straight to the Flagship Lounge, bypassing the usual ID check at the main entrance (though she did check in for me at the Flagship Lounge).

At the lounge, I was checked on occasionally, and my hostess took care of my upgrade and brought me a new boarding pass. I was then accompanied to my connecting flight, where the hostess took my boarding pass and walked with me all the way to the aircraft door. Very polite and charming the entire time.

Some more notes and details. At no time did we take any route other than what all the other passengers were doing, other than simply going to the front of lines. At customs and immigration, my hostess stayed to one side, clearly to ensure that there was no interference with the inspection process.

I mentioned the announcement with my name which was made on my arriving flight. I'd probably prefer not to have the entire plane hear my name -- a sign or some other process might have been better.

It was not clear whether or not I was brought into the Flagship Lounge because I am EXP and already have that ability, or if it was part of the Five Star Service program. I am guessing the former.

Overall, the service was very good. Although its value is questionable if lines are short and you have a long connection, I'll definitely be using it again when I travel during a busy period or have a short connection.

Oh, one more thing. It cost $125, and I did not tip.
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Old Feb 13, 2010, 11:24 pm
  #57  
 
Join Date: Oct 2003
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Question about the 5* Service.....

What happens if your flight is delayed or cancelled? Does the 5* service make the calls and/or get you upfront in the customer serivce line when RA's are rearranging schedules to put people on alternate flights?

Or what if your flight is cancelled and you're enroute and have to spend the night in a hotel? Does the 5* service make the arrangements and drive you there, and does the service still extend to the next day when you're now finally going to board your flight?
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Old Feb 14, 2010, 12:30 am
  #58  
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Originally Posted by MollyNYC
Question about the 5* Service.....

What happens if your flight is delayed or cancelled? Does the 5* service make the calls and/or get you upfront in the customer serivce line when RA's are rearranging schedules to put people on alternate flights?

Or what if your flight is cancelled and you're enroute and have to spend the night in a hotel? Does the 5* service make the arrangements and drive you there, and does the service still extend to the next day when you're now finally going to board your flight?
If only they had a webpage with an FAQ
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Old Feb 14, 2010, 1:01 am
  #59  
 
Join Date: May 2008
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With respect to FL access - at least one person has said their fare bucket/itinerary did not grant FL access yet 5* got them in.

Can anyone else comment on unearned FL access when using 5*?

I am specifically interested in:

1. Flying LAX-JFK/MIA on a discounted A fare (which as we all know does not come with FL access)

2. Flying LAX-JFK/MIA on J/I fare (same rules as above)

2. Flying LAX-any "regular" domestic destination in F/Z/X inventory
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Old Feb 14, 2010, 3:15 am
  #60  
 
Join Date: Feb 2006
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Sounds intriguing for the parental units.

Bookmark.

Thanks!

Steve32
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