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

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

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Old Jul 2, 19, 2:03 pm   -   Wikipost
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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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Old Mar 31, 08, 6:18 pm
  #1  
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ARCHIVE: AA Five Star Service / FSS Personal Assistance (consolidated)

The Star Treatment:
Flying Like Jennifer Aniston
How the Air-Travel Industry
Pampers and Protects VIPs;
Paying for Celebrity Status

In the Middle Seat column. We all know about the Concierge Key and Five Star Levels. And 99% of us aren't eligble for either. So why mention the phone number??

http://online.wsj.com/article/SB1207...l?mod=djemseat

For subscribers only...

American Airlines Five Star Service page now on aa.com: link

Five Star Service Reservations
877-5STAR-02
To make a Five Star Service reservation, call 877-5STAR-02 (578-2702). Representatives are available seven days a week to take your reservation between 5 a.m. and midnight, Central time. You may also contact us via email at [email protected].

An e-mail confirmation will be provided for all reservations. Major credit cards are accepted for payment.


MODERATOR NOTE


Five Star Service is described by AA as PERSONAL 1-ON-1 AIRPORT ASSISTANCE

CONTACT: 877-578-2702 5 a.m. and midnight, Central time, 7 days a week. Email at [email protected].

Five Star Service includes the Admirals Club lounge, and to American's Flagship® Check-in service where available. "The discreet and expedited check-in process offers personal access to agents for assistance with check-in and bag check, and a separate security line when flying through Los Angeles International Airport and now Miami International Airport." Available (updated Aug 2012) at:

LOCATIONS:

United States
Boston - Chicago O'Hare - Dallas Fort Worth - Miami - Los Angeles - New York Kennedy - New York LaGuardia - San Francisco - Washington, D.C. Reagan

International
Buenos Aires, Argentina - London Heathrow, England - Milan, Italy - Tokyo-Narita, Japan - Sao Paulo, Brazil


PRICING depends on airports: Five Star Pricing** for the following:

Los Angeles (LAX), Miami (MIA), New York Kennedy (JFK), and New York LaGuardia (LGA): $250– 1 Adult

Boston (BOS), Chicago (ORD), Dallas/Fort Worth (DFW), San Francisco (SFO), and Washington Reagan (DCA): $250 – 1 Adult

Buenos Aires (EZE), London Heathrow (LHR), Milan (MXP), Narita (NRT), and Sao Paulo (GRU): $300ˆ – 1 Adult

Additional Travelers: $75 - Each Additional Adult; $50 – Each Child (age 17 years and under) (regardless of airport)

ˆTaxes may apply based on destination. Five Star Service customer is responsible for all taxes and fees.

Services included in Five Star Service:

DEPARTURE ASSISTANCE
  • Coordinate with Car Service
  • Curbside Meet & Greet
  • Assist with Check-in
  • Expedite through Security Queue*
  • Admirals Club Lounge Access
  • Pro-active Flight Monitoring and Priority Re-Accommodation during Delays
  • Escort to Gate
  • Coordinate Special Requests with In-Flight Crew
  • Pre-Boarding Assistance
* Where available

CONNECTION ASSISTANCE

"You will be greeted at your arrival gate and escorted to your departure gate. Or, if you have more time, your escort will take you to the nearest Admirals Club Lounge for some R&R before the next leg of your journey.
  • Arrival Gate Meet & Greet
  • Admirals Club Lounge Access
  • Pro-active Flight Monitoring & Priority Re-accommodation During Delays
  • Escort to Gate
  • Pre-Boarding Assistance
  • Assistance Available For Interline Connection*
  • * Escort to interline connection will be provided when AA has access to other airport concourses.

ARRIVALS ASSISTANCE

Greeting at your arrival gate, escort through immigration and customs and/or baggage claim.
  • Coordinate With Car Service
  • Arrival Gate Meet & Greet
  • Escort Thru Immigration and Customs For International Arrival*
  • Admirals Club Lounge Access**
  • Escort To Baggage Claim
  • Assist Luggage Retrieval***
  • Escort & Assist To Car Service
* Escort through Customs and Immigration will be provided when American Airlines has access to these airport secured areas. Five Star Service cannot expedite access through Customs and Immigration.
** Unable to provide lounge access on international arrivals
*** At international destinations, porters maybe be required at additional charge depending on number of bags checked.
Five Star Service does not include continuous care, medical assistance including dispensing medication, assistance with meals or aid within a restroom. For customers with these travel needs, please contact American Airlines Reservations at 1-800-433-7300.

Link to aa.com FSS page; click on Terms and Conditions to see full T&Cs.

See this post for an August 2012 experience with FSS by a member who uses a wheelchair and flew during a time of significant IRROPS due to a tropical storm / hurricane.

** Pricing current as of 10/21/2013.

Last edited by jeffreyt; Oct 21, 13 at 1:03 pm Reason: add AA page / info
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Old Mar 31, 08, 7:23 pm
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The phone number is 877-578-2702. Bet they change it pronto!

This article reminds me of a question that has often crossed my mind. By law, you have to obey the air crew onboard. And you have to obey the TSA people. But do you really have to obey the airline employees who are neither air crew nor TSA, but who are the line gatekeepers? For example, the one at the bottom of the LAX escalator.

Last edited by bobovespa; Mar 31, 08 at 7:34 pm
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Old Mar 31, 08, 7:43 pm
  #3  
 
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Here is one paragraph from the article:

AMR Corp.'s American Airlines has special concierge handling called "Five Star" service available at LAX and New York's Kennedy International Airport where an airline representative meets you, shuttles you quickly through check-in and security screening and on to a gate or airport club. The airline set up the service for movie studio VIPs and American doesn't advertise the service, says Mark Mitchell, American's managing director of customer experience. You won't find mention of it on the airline's Web site. But it is available to anyone in the know. (Psst. The phone number is 877-578-2702.)
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Old Apr 1, 08, 6:51 am
  #4  
 
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Yes you CAN get special treatment from AA

No April 1 joke here...

From todays WSJ.
http://online.wsj.com/article/SB1207...j_main_hs_coll

AMR Corp.'s American Airlines has special concierge handling called "Five Star" service available at LAX and New York's Kennedy International Airport where an airline representative meets you, shuttles you quickly through check-in and security screening and on to a gate or airport club. The airline set up the service for movie studio VIPs and American doesn't advertise the service, says Mark Mitchell, American's managing director of customer experience. You won't find mention of it on the airline's Web site. But it is available to anyone in the know. (Psst. The phone number is 877-578-2702.)
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Old Apr 1, 08, 9:31 am
  #5  
 
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Originally Posted by jeffreyt View Post
99% of us aren't eligble for either. . .

Actually we all can be if we would like to pay he price. I called them and got a very nice lady on the phone that explained it all to me. Basically for $100 they will meet you and handle trip logistics (transportation as well, etc) All fees outside of the concierge service still do apply, they just are the handlers. A really nice bene of this service is that they can meet you/whomever and escort you through customs and such as they are badged and other services are not (already passed security etc).

sounds like a nice deal that I will never personally use but maybe for some it would be beneficial. oh and they also track you and should anything come up they will proactively notify and (re)schedule you.
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Old Apr 1, 08, 9:48 am
  #6  
 
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I don't think there's much risk of them changing the number if AA's managing director of customer experience is willing to go on record to the Wall Street Journal. There's no reason to put it on the website (where most people wouldn't find it or use it) when you can get free advertising to your target audience (and create the appearance of exclusivity) by leaking it through the WSJ.
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Old Apr 1, 08, 9:56 am
  #7  
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Originally Posted by Dan5000 View Post
I don't think there's much risk of them changing the number if AA's managing director of customer experience is willing to go on record to the Wall Street Journal. There's no reason to put it on the website (where most people wouldn't find it or use it) when you can get free advertising to your target audience (and create the appearance of exclusivity) by leaking it through the WSJ.
And an excellent way to increase revenue. I can assure you the next time my parents fly JFK-LAX they will want to enlist this service. I'll provide details when that time comes (their next trip is in May).
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Old Apr 1, 08, 10:13 am
  #8  
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I didn't realize the service from AA itself was available as a paid service too.
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Old Apr 1, 08, 2:09 pm
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Originally Posted by bdemaria View Post
. . . I can assure you the next time my parents fly JFK-LAX they will want to enlist this service. . .
I thought the same thing actually. She also said that "they" may be looking at expanding the service to other airports. I specifically asked about SFO/MIA, but nothing there as of yet.

re: the paid service post, as far as I know this has never been offered by AA in the past gratis, but then again I can be totally wrong, like i said - as far as I know.
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Old Apr 1, 08, 5:33 pm
  #10  
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On my last JFK-LHR I went through the premium/elite channel at T8 ahead of a man using this service. The woman escorting him was able to take a small baggage carrier through security and he seemed to be treated with a little bit more politeness by the surly TSA people who are the only blot on the new terminal. I'd like to be able to comment on whether security-queue-jumping is permitted for "5-star service" pax or any other privileges granted, but as the premium security line was undercrowded and appropriately staffed, we ALL got through with no delays. Which is the way it should be, in my view, but tell that to the BAA people running LHR (where "special treatment" for VIPs is much more institutionalised, widespread, and indeed advantageous, and the FastTrack often slower than the normal lines at - say - ORD).

The guy did not seem like a celebrity at all. 50ish, balding, well-cut but not garish suit. I don't watch much television so I don't know who's famous these days but he definately seemed more Park Avenue than Rodeo Drive. I will say that AA's big selling point to the full-F TATL pax should be check-in/security. T8 kicks T7s rear end six days a week and twice on Sundays.

Last edited by chj; Apr 1, 08 at 5:36 pm Reason: replacement of elipsis with euphemism
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Old Apr 1, 08, 7:49 pm
  #11  
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Sounds like unaccompanied minor service for big boys and girls.
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Old Apr 1, 08, 7:59 pm
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Originally Posted by ijgordon
Sounds like unaccompanied minor service for big boys and girls.
Ouch!

kidding aside though, I would gladly pay $100, if that is accurate, for white glove treatment for elderly relatives (translation: in-laws). I have saved the number and will surely be attempting to use this service next time I'm paying for an ex-LAX or ex-JFK ticket.

Last edited by DillMan; Apr 1, 08 at 8:02 pm
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Old Apr 4, 08, 2:01 pm
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Originally Posted by ijgordon View Post
Sounds like unaccompanied minor service for big boys and girls.
Yeah, but without having to wear your ticket on a lanyard! Awesome!
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Old Nov 3, 08, 8:46 am
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Seems that HSBC's first venture into US airport lounges per the thread at http://www.flyertalk.com/forum/showthread.php?t=862995 is actually materializing as a test in JFK for HSBC Premier clients.

From a company e-mail blast:

From November 15, 2008 through January 14, 2009, receive American
Airlines Five Star Service compliments of HSBC Premier when you fly
into and out of New York's Kennedy International Airport. A personal
Five Star Service representative will meet you curbside at JFK
Terminal 8, Doorway F, assist with baggage and check-in, help
expedite your way through security and escort you to an American
Airlines Admirals Club lounge.

Call 877-5STAR-02 (578-2702) or e-mail [email protected] and
mention HSBC Premier client code [deleted] to book your reservation
today.
I wonder if this is a test for a long-term benefit? Or a one-shot marketing deal by AA to the target they are going after in the mass-affluent segment?
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Old Nov 3, 08, 9:16 am
  #15  
 
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By the way, I was just reading over the fine print a bit more carefully and thought some might be interested in these detailed points from the offer:

- Service includes up to 2 people and children under age 18 traveling with parents
- Coordinate with your car service to monitor your status en route and help identify you upon arrival
- Provides access to the Admirals Club lounge
- Monitor your flights, and in case of delays, coordinate re-accomodation of your schedule
- You may use the arrival service for family as long as the HSBC Premier account holder makes the reservation. When your relatives arrive, they must provide proper photo ID and mentioned the HSBC Premier client code: [deleted]
- Can I use this service with any other AA airline partners? Yes, as long as they are flying out of an AA terminal that offers the Five Star Service program.
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