MAJOR Issue: oneworld Award Booked by AA - Use Travel Center?
#1
Original Poster
Join Date: Jul 2005
Location: NJ/NYC
Programs: AA EXP/LT Plat, SPG Plat/LT Plat, HHonors Gold, Hyatt Plat, IHG Plat, MR Silver
Posts: 2,786
MAJOR Issue: oneworld Award Booked by AA - Use Travel Center?
Mods - please don't move this to the Oneworld Forum. My questions and concerns are with AA and the way they are handling my situation. Thanks.
Long story short - I booked a complicated OW130C itinerary for myself and a companion about 3 months ago, which leaves in about a week. Our trip was supposed to start in LAX and end in SEA - which was done to get as close to the 20,000 flown miles rule without going over to the next higher award level. Part of our trip also includes flying into KIX and out of NRT. Apparently, this means my ticket has two open jaws and is thus not a valid routing.
During my research for this trip, I actually got some information here on FT that this would not be allowed, so I was very specific when booking it to make sure that it was OK. Obviously, they booked (and ticketed it). I've made 3 or 4 date and class of service changes since the original ticketing and each time it was reissued without problem - aside from some minor unrelated tax issues I ran into.
Today, while searching availability, I saw that a flight had opened up business class the same day that I had coach seats on a later flight. I excitedly called up AA, who was able to book the J seats. I assume it then went to get reticketed/reissued.
Several hours later I received a cryptic email from AA telling me to call them, which I immediately did. 1 1/2 hours on the phone later, I have no resolution. The agent and supervisor were completely inflexible on allowing me to keep my routing as is. They refused to acknowledge that it had been ticketed (and reticketed several times since) like this for months. They INSISTED that I must drop the LAX/SEA open jaw. I agreed to be flexible and let them change it to both starting and ending in LAX. Unfortunately, this puts me over the 20,000 mile limit to the next higher OW award level. Last I heard, the supervisor is going to talk to the OW liaisons and get back to me tomorrow.
Here's my problem - I booked this trip in good faith. I had no intent to deceive AA, in fact I specifically asked about this issue when originally booking it and AA had several chances to correct this issue prior to now. So here I am a week before traveling, a significant amount of non-refundable travel plans booked, with a ticket in flux. What options do I have here? What if I get a call tomorrow and am told that they will not let me travel? Honestly, if they can't make an award ticket work for whatever reason, I truly feel that they should book me separate tickets or whatever it takes to make this trip happen, as originally booked.
Sorry for the lengthy post - just wanted to get the facts out there for some decent advice. I would appreciate any assistance or senior contacts at AA that you might refer me to. Normally, I wouldn't be so concerned, but with so little time to rectify this, I feel like I need to be proactive. Thanks for any advice.
Long story short - I booked a complicated OW130C itinerary for myself and a companion about 3 months ago, which leaves in about a week. Our trip was supposed to start in LAX and end in SEA - which was done to get as close to the 20,000 flown miles rule without going over to the next higher award level. Part of our trip also includes flying into KIX and out of NRT. Apparently, this means my ticket has two open jaws and is thus not a valid routing.
During my research for this trip, I actually got some information here on FT that this would not be allowed, so I was very specific when booking it to make sure that it was OK. Obviously, they booked (and ticketed it). I've made 3 or 4 date and class of service changes since the original ticketing and each time it was reissued without problem - aside from some minor unrelated tax issues I ran into.
Today, while searching availability, I saw that a flight had opened up business class the same day that I had coach seats on a later flight. I excitedly called up AA, who was able to book the J seats. I assume it then went to get reticketed/reissued.
Several hours later I received a cryptic email from AA telling me to call them, which I immediately did. 1 1/2 hours on the phone later, I have no resolution. The agent and supervisor were completely inflexible on allowing me to keep my routing as is. They refused to acknowledge that it had been ticketed (and reticketed several times since) like this for months. They INSISTED that I must drop the LAX/SEA open jaw. I agreed to be flexible and let them change it to both starting and ending in LAX. Unfortunately, this puts me over the 20,000 mile limit to the next higher OW award level. Last I heard, the supervisor is going to talk to the OW liaisons and get back to me tomorrow.
Here's my problem - I booked this trip in good faith. I had no intent to deceive AA, in fact I specifically asked about this issue when originally booking it and AA had several chances to correct this issue prior to now. So here I am a week before traveling, a significant amount of non-refundable travel plans booked, with a ticket in flux. What options do I have here? What if I get a call tomorrow and am told that they will not let me travel? Honestly, if they can't make an award ticket work for whatever reason, I truly feel that they should book me separate tickets or whatever it takes to make this trip happen, as originally booked.
Sorry for the lengthy post - just wanted to get the facts out there for some decent advice. I would appreciate any assistance or senior contacts at AA that you might refer me to. Normally, I wouldn't be so concerned, but with so little time to rectify this, I feel like I need to be proactive. Thanks for any advice.
#2
A FlyerTalk Posting Legend
Join Date: Feb 2000
Location: Cambridge
Posts: 63,609
Here's my problem - I booked this trip in good faith. I had no intent to deceive AA, in fact I specifically asked about this issue when originally booking it and AA had several chances to correct this issue prior to now. So here I am a week before traveling, a significant amount of non-refundable travel plans booked, with a ticket in flux. What options do I have here? What if I get a call tomorrow and am told that they will not let me travel? Honestly, if they can't make an award ticket work for whatever reason, I truly feel that they should book me separate tickets or whatever it takes to make this trip happen, as originally booked.
Especially true since there has been a recent change to oneWorld award rules, which probably came with refresher training for people on the oneWorld award desk. That may well have been your downfall.
If they can't make the award ticket work for you and you can't/won't come up with the extra miles, you should be aware that their only legal obligation is to refund your miles and paid-taxes. That would be the case even if you end up with non-refundable hotel/tours that depended on the ticket.
In short, you should prepare for the scenario where you'd take off on the first leg of the itinierary and continue to work with AA to fix the rest of the itinierary.
#3
Join Date: Jun 2004
Location: DFW
Programs: DL PM, .6MM; AA Plat; Marriott Platinum Premier
Posts: 4,891
umm, it sounds like the moral of this story is that if you do manage to get an award routing which you should not, then for heaven's sake, don't go monkeying around with the routing and classes of service. The OP may not get this resolved, but it is hard to sympathize when the OP has made so many changes and finally got caught on the illegal routing. FWIW, I do hope the OW desk is able to resolve this to the OP's liking.
#4
Original Poster
Join Date: Jul 2005
Location: NJ/NYC
Programs: AA EXP/LT Plat, SPG Plat/LT Plat, HHonors Gold, Hyatt Plat, IHG Plat, MR Silver
Posts: 2,786
umm, it sounds like the moral of this story is that if you do manage to get an award routing which you should not, then for heaven's sake, don't go monkeying around with the routing and classes of service. The OP may not get this resolved, but it is hard to sympathize when the OP has made so many changes and finally got caught on the illegal routing. FWIW, I do hope the OW desk is able to resolve this to the OP's liking.
Now, with days to go until departure, when there has been ample opportunity to inform me of this, I think its unfair to tell me that essentially, they have made a mistake and I may have to suffer. Hopefully it gets worked out, but for now I'm pretty nervous.
#5
FlyerTalk Evangelist
Join Date: Feb 2005
Posts: 10,949
will dropping the Osaka Tokyo open jaw and keeping the LAX-SEA open jaw keep you under 20K? If so, it seems that might be the better option at this point.
#6
Join Date: Oct 2003
Location: Stuck Between the Moon and CLD or SAN, Your local Taco Bell
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Posts: 3,510
During my research for this trip, I actually got some information here on FT that this would not be allowed, so I was very specific when booking it to make sure that it was OK.
<snip>
Here's my problem - I booked this trip in good faith. I had no intent to deceive AA, in fact I specifically asked about this issue when originally booking it and AA had several chances to correct this issue prior to now.
<snip>
Here's my problem - I booked this trip in good faith. I had no intent to deceive AA, in fact I specifically asked about this issue when originally booking it and AA had several chances to correct this issue prior to now.
From a Customer Relations standpoint, they should take care of it - perhaps you can suggest that they re-issue at the higher award level and then "bonus" you the difference (ie net cost to you = 0). Of course, they don't have to. It was never a legal routing, which you knew, and that's hardly good faith.
#7
Join Date: Jul 2007
Location: Rio Grande do Sul, Brasil, Rayong, Thailand, USA, Florida, NY and California
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Posts: 419
Mods - please don't move this to the Oneworld Forum. My questions and concerns are with AA and the way they are handling my situation. Thanks.
Long story short - I booked a complicated OW130C itinerary for myself and a companion about 3 months ago, which leaves in about a week. Our trip was supposed to start in LAX and end in SEA - which was done to get as close to the 20,000 flown miles rule without going over to the next higher award level. Part of our trip also includes flying into KIX and out of NRT. Apparently, this means my ticket has two open jaws and is thus not a valid routing.
During my research for this trip, I actually got some information here on FT that this would not be allowed, so I was very specific when booking it to make sure that it was OK. Obviously, they booked (and ticketed it). I've made 3 or 4 date and class of service changes since the original ticketing and each time it was reissued without problem - aside from some minor unrelated tax issues I ran into.
Today, while searching availability, I saw that a flight had opened up business class the same day that I had coach seats on a later flight. I excitedly called up AA, who was able to book the J seats. I assume it then went to get reticketed/reissued.
Several hours later I received a cryptic email from AA telling me to call them, which I immediately did. 1 1/2 hours on the phone later, I have no resolution. The agent and supervisor were completely inflexible on allowing me to keep my routing as is. They refused to acknowledge that it had been ticketed (and reticketed several times since) like this for months. They INSISTED that I must drop the LAX/SEA open jaw. I agreed to be flexible and let them change it to both starting and ending in LAX. Unfortunately, this puts me over the 20,000 mile limit to the next higher OW award level. Last I heard, the supervisor is going to talk to the OW liaisons and get back to me tomorrow.
Here's my problem - I booked this trip in good faith. I had no intent to deceive AA, in fact I specifically asked about this issue when originally booking it and AA had several chances to correct this issue prior to now. So here I am a week before traveling, a significant amount of non-refundable travel plans booked, with a ticket in flux. What options do I have here? What if I get a call tomorrow and am told that they will not let me travel? Honestly, if they can't make an award ticket work for whatever reason, I truly feel that they should book me separate tickets or whatever it takes to make this trip happen, as originally booked.
Sorry for the lengthy post - just wanted to get the facts out there for some decent advice. I would appreciate any assistance or senior contacts at AA that you might refer me to. Normally, I wouldn't be so concerned, but with so little time to rectify this, I feel like I need to be proactive. Thanks for any advice.
Long story short - I booked a complicated OW130C itinerary for myself and a companion about 3 months ago, which leaves in about a week. Our trip was supposed to start in LAX and end in SEA - which was done to get as close to the 20,000 flown miles rule without going over to the next higher award level. Part of our trip also includes flying into KIX and out of NRT. Apparently, this means my ticket has two open jaws and is thus not a valid routing.
During my research for this trip, I actually got some information here on FT that this would not be allowed, so I was very specific when booking it to make sure that it was OK. Obviously, they booked (and ticketed it). I've made 3 or 4 date and class of service changes since the original ticketing and each time it was reissued without problem - aside from some minor unrelated tax issues I ran into.
Today, while searching availability, I saw that a flight had opened up business class the same day that I had coach seats on a later flight. I excitedly called up AA, who was able to book the J seats. I assume it then went to get reticketed/reissued.
Several hours later I received a cryptic email from AA telling me to call them, which I immediately did. 1 1/2 hours on the phone later, I have no resolution. The agent and supervisor were completely inflexible on allowing me to keep my routing as is. They refused to acknowledge that it had been ticketed (and reticketed several times since) like this for months. They INSISTED that I must drop the LAX/SEA open jaw. I agreed to be flexible and let them change it to both starting and ending in LAX. Unfortunately, this puts me over the 20,000 mile limit to the next higher OW award level. Last I heard, the supervisor is going to talk to the OW liaisons and get back to me tomorrow.
Here's my problem - I booked this trip in good faith. I had no intent to deceive AA, in fact I specifically asked about this issue when originally booking it and AA had several chances to correct this issue prior to now. So here I am a week before traveling, a significant amount of non-refundable travel plans booked, with a ticket in flux. What options do I have here? What if I get a call tomorrow and am told that they will not let me travel? Honestly, if they can't make an award ticket work for whatever reason, I truly feel that they should book me separate tickets or whatever it takes to make this trip happen, as originally booked.
Sorry for the lengthy post - just wanted to get the facts out there for some decent advice. I would appreciate any assistance or senior contacts at AA that you might refer me to. Normally, I wouldn't be so concerned, but with so little time to rectify this, I feel like I need to be proactive. Thanks for any advice.
#8
Join Date: Feb 2008
Programs: AA EXP
Posts: 3,049
It is hard to paint AA as the bad guy in this one.
If the routing is and always has been against the rules then giving AA several opportunities to spot the mistake and correct it wasn't a great idea, especially as you freely admit you've known about the problem from before you even booked the ticket.
If you end up benefiting from a mistake on their part then be happy, but you can't complain if they spot the error because you keep making changes.
I hope you get it sorted out but if you can't close one or other of the open jaws without going over the 20K limit then you may have to come up with the extra miles.
If the routing is and always has been against the rules then giving AA several opportunities to spot the mistake and correct it wasn't a great idea, especially as you freely admit you've known about the problem from before you even booked the ticket.
If you end up benefiting from a mistake on their part then be happy, but you can't complain if they spot the error because you keep making changes.
I hope you get it sorted out but if you can't close one or other of the open jaws without going over the 20K limit then you may have to come up with the extra miles.
#9
Join Date: Jun 2008
Location: SFO
Programs: AA LTP 2MM, Marriott/SPG Rabid Plat w/Ambassador, HHonors Gold
Posts: 696
Maybe you could get them to switch it back to the previous ticketing, where you flew coach instead of business on the other flight.... other than that, I don't see how AA has any responsibility to honor a new ticketing with illegal routings when you were the one who changed the ticket.
When I see subject lines like "MAJOR Issue ...", I think there has been a terrorist attack or something, or at least AA canceled your ticket and kept your money/miles without telling you. I guess we all have different standards for what major means.... some people here feel that their nuts being served at 70 degrees instead of 72 degrees is a major customer service oversight.
When I see subject lines like "MAJOR Issue ...", I think there has been a terrorist attack or something, or at least AA canceled your ticket and kept your money/miles without telling you. I guess we all have different standards for what major means.... some people here feel that their nuts being served at 70 degrees instead of 72 degrees is a major customer service oversight.
#10
Join Date: Feb 2008
Programs: AA EXP
Posts: 3,049
I think the OP has already tried that, but since that routing isn't valid either I doubt the staff had much option once they had spotted the problem.
#11
Join Date: Oct 2005
Location: OKA
Programs: AA Gold, UA 1K, Marriott Gold, Hilton Gold
Posts: 467
It is hard to paint AA as the bad guy in this one.
If the routing is and always has been against the rules then giving AA several opportunities to spot the mistake and correct it wasn't a great idea, especially as you freely admit you've known about the problem from before you even booked the ticket.
If you end up benefiting from a mistake on their part then be happy, but you can't complain if they spot the error because you keep making changes.
If the routing is and always has been against the rules then giving AA several opportunities to spot the mistake and correct it wasn't a great idea, especially as you freely admit you've known about the problem from before you even booked the ticket.
If you end up benefiting from a mistake on their part then be happy, but you can't complain if they spot the error because you keep making changes.
In other words, the OP alerted AA to the fact that his request may not be valid. Apparently, AA told him that it was, in fact, valid. They ticketed him. Upon multiple occasions, when given the opportunity to not reticket him, they continued to give him a valid ticket. They subsequently caught their error in allowing the ticket in the first place. It really seems to me that in this case, AA had ample opportunity to 1) not make a mistake in following the rules in the first place and 2) had multiple opportunities to fix their mistake to comply with their own rules. The OP relied on AA's advice to make his travel plans. Seems like an exception should be made in this case to allow the OP to travel using his current itinerary.
-z
#12
Join Date: Feb 2008
Programs: AA EXP
Posts: 3,049
To continue to make changes each of which force a review of the 'legality' of the routing and then complain when the inevitable happens and the mistake is spotted seems somewhat disingenuous.
#13
Join Date: Jul 2007
Programs: AA Plt
Posts: 346
Frankly I find this thread more than a little discouraging. Maybe because I'm at the end of a long day.
Regardless of whether we think the OP is getting his just desserts (and I don't at all), I wonder if we could be a bit more helpful. I for one do think he is facing a "major issue", though I respect and admire the fact that there are those on this board who could have a RTW trip that leaves in a week canceled and not think it was a big deal.
OP, did you see HNL's suggestion amongst all the other discussion? That was my first thought, as well. As cool as the bullet train would be, if I had to choose between paying an extra 40,000 miles and flying NRT-KIX, I'd take the latter. If the extra 306 miles will put you over the magic number, of course, that's a moot point.
Have you tried calling at different hours of the night to talk to different supervisors? Have you tried escalating above supervisor level? Have you tried e-mailing AAdvantage customer service? Those may be some other tacks to take. Writing to the head honchos at AA will not get a response in time, even if they bothered to write back.
McFlyPHL's suggestion of adding a 20,000 bonus to your account per ticket in order to smooth things out is a good one, too. Just make sure you bring it up with them instead of waiting for them to suggest it.
We all hope you can get this sorted out. Tell us how things go!
Regardless of whether we think the OP is getting his just desserts (and I don't at all), I wonder if we could be a bit more helpful. I for one do think he is facing a "major issue", though I respect and admire the fact that there are those on this board who could have a RTW trip that leaves in a week canceled and not think it was a big deal.
OP, did you see HNL's suggestion amongst all the other discussion? That was my first thought, as well. As cool as the bullet train would be, if I had to choose between paying an extra 40,000 miles and flying NRT-KIX, I'd take the latter. If the extra 306 miles will put you over the magic number, of course, that's a moot point.
Have you tried calling at different hours of the night to talk to different supervisors? Have you tried escalating above supervisor level? Have you tried e-mailing AAdvantage customer service? Those may be some other tacks to take. Writing to the head honchos at AA will not get a response in time, even if they bothered to write back.
McFlyPHL's suggestion of adding a 20,000 bonus to your account per ticket in order to smooth things out is a good one, too. Just make sure you bring it up with them instead of waiting for them to suggest it.
We all hope you can get this sorted out. Tell us how things go!
#15
Join Date: Sep 2007
Location: Scottsdale
Posts: 2,949
A senior supervisor finally credited my AAdvantage account with 30,000 to make the trip valid. It took an awful lot of argument and threats though.
As much as I hope your situation works out, I have a sneaking suspicion that AA will not be too accommodating in this case.