Aug 5, 2017, 12:15 pm
Last edit by: JDiver
Kudos / Props / Compliments to AA Employees
Please feel free to add your positive experiences or interaction with one or more AA employees.
Don't forget - you can express your appreciation in meaningful ways:
1. Go to aa.com, click on "Contact AA", "Customer Relations", and then "Compliment/Complaint/Comment", and fill out the form with date, flight number and as many details as you can. This will often input to employee records.
2. DM or Tweet @AmericanAir on Twitter. These comments are passed on to the employ, their supervisor and entered into employee records. See Using AA Twitter social media team: how, what, when (master thd)
3. You can, if you have them, give the employee an "Above and Beyond" chit - feedback and good for an entry into a sweepstakes for 25,000 miles; see Outstanding Service Excellence (Above and Beyond) Employee Recognition Certs / Chits.
NOTE: You can give them the chit or the 12 character serial to enter in Jetnet, to enter quarterly draws for up to $10,000. The certificates are not entered into employee's files at this time (as reported by employees) unlike letters and other communications regarding employee recognition.
4. If the service was truly noteworthy, why not send a "snail mail" to:
Kerry Hester Philipovitch
Senior Vice President of Customer Experience
American Airlines
4333 Amon Carter Boulevard
Fort Worth, TX 76155
The previous, lengthy thread consolidating Kudos to American Airlines employees is here: ARCHIVE: Kudos / Compliments / Recognition for AA Employees (consolidated)2. DM or Tweet @AmericanAir on Twitter. These comments are passed on to the employ, their supervisor and entered into employee records. See Using AA Twitter social media team: how, what, when (master thd)
3. You can, if you have them, give the employee an "Above and Beyond" chit - feedback and good for an entry into a sweepstakes for 25,000 miles; see Outstanding Service Excellence (Above and Beyond) Employee Recognition Certs / Chits.
NOTE: You can give them the chit or the 12 character serial to enter in Jetnet, to enter quarterly draws for up to $10,000. The certificates are not entered into employee's files at this time (as reported by employees) unlike letters and other communications regarding employee recognition.
4. If the service was truly noteworthy, why not send a "snail mail" to:
Kerry Hester Philipovitch
Senior Vice President of Customer Experience
American Airlines
4333 Amon Carter Boulevard
Fort Worth, TX 76155
Updated 5 Aug 2017 - JDiver
Kudos / Compliments / Recognition for AA employees ( master thread)
Jun 18, 2019, 11:30 pm
#92
Join Date: Sep 2000
Location: DCA/IAD
Programs: AA EXP; 1W Emerald; HHonors Diamond; Marriott Gold; UA dirt
Posts: 7,816
Wish I had some certs for both the gate agents at MCO and the cabin crew on this evening's MCO-DCA flight. Between a TFR being imposed with Air Force 1 arriving at 6:00 pm, a "nick in a forward landing gear tire" which required a tire change, ATC ground stops in DCA, and (this is a new one on me) a requirement to switch from a CFM engined A-321 to an IAE engined A-321 in order to be within noise abatement levels at DCA, we had 3+ hours of delays at MCO. The gate agents kept their cool (especially after the 8:00 pm flight was cancelled), and kept us constantly informed. Kudos also to the inbound cabin crew who came off an inbound and turned immediately around to crew our delayed MCO-DCA flight.
Jun 28, 2019, 5:50 pm
#93
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
AA phone agent just saved my undeserving butt. I had a cancelled ticket with a little over $200 in value on it. I cancelled it last November and finally got around to calling today to use it. I didnt realize it expires a year from issue not from cancellation. Of course I booked it 5/11/18.
The agent nicely got authorization to override that and he applied the ticket value to a new ticket.
The agent nicely got authorization to override that and he applied the ticket value to a new ticket.
Jun 28, 2019, 6:22 pm
#94
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
Jun 29, 2019, 11:38 am
#95
Join Date: Nov 2003
Location: Here and there
Programs: AA EXP
Posts: 1,551
AA phone agent just saved my undeserving butt. I had a cancelled ticket with a little over $200 in value on it. I cancelled it last November and finally got around to calling today to use it. I didnt realize it expires a year from issue not from cancellation. Of course I booked it 5/11/18.
The agent nicely got authorization to override that and he applied the ticket value to a new ticket.
The agent nicely got authorization to override that and he applied the ticket value to a new ticket.
Jan 17, 2020, 7:58 am
#96
Join Date: Dec 2009
Location: Flatland
Programs: AA Lifetime Gold 1MM, BA Gold, UA Peon
Posts: 6,110
I had some top service from one of the Concierge Key checkin agents at LHR earlier today. We rocked up to check in for a quick holiday trip on economy tickets (upgrades didn't clear) but my ESTA was screwed up somewhere between me and the CBP. We all know that correct documentation and approvals to travel are the passenger responsibility...
The agent was very helpful and patient while I pounded another ESTA application while standing at the counter (twice, since the CBP site malfunctioned first time!) and held us seats on a later flight. While I have to give the CBP credit for approving the new ESTA in about 40 minutes that wasn't quite quick enough so we ended up on the later flight - and the agent even blocked a seat next to us which is pretty handy in the 788 seats.
It's this sort of thing that keeps one loyal to one airline.
I've sent a compliment via the customer services contact web form.
The agent was very helpful and patient while I pounded another ESTA application while standing at the counter (twice, since the CBP site malfunctioned first time!) and held us seats on a later flight. While I have to give the CBP credit for approving the new ESTA in about 40 minutes that wasn't quite quick enough so we ended up on the later flight - and the agent even blocked a seat next to us which is pretty handy in the 788 seats.
It's this sort of thing that keeps one loyal to one airline.
I've sent a compliment via the customer services contact web form.
Apr 29, 2021, 7:16 pm
#97
FlyerTalk Evangelist
Join Date: May 2002
Location: NC
Programs: AAConciergeKey/1MM, DL DM/2 MM, UA Gold,Hilton Diamond, IHG Plat, Hyatt Globalist, Marriott Titanium
Posts: 11,967
I have quite a few that expired 1/21. Can I still use them? When I hand them out to FAs they never know if they still work now that they’ve technically expired. Does anyone know for sure? AA hasn’t sent new ones and it’s hard to expect people to write in notes after each flight since it’s not always easy for some people to know how or remember after the moment has passed.
May 7, 2021, 4:02 am
#98
Join Date: Jan 2008
Location: JFK, DCA, BUR, YVR
Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN
Posts: 5,207
Does this even apply anymore? I recently learned AA is no longer sending membership kits. 
I wanted to send certificates after having a great interaction with an FA and the pilot, but this may have gone the way of the buffalo.
I wanted to send certificates after having a great interaction with an FA and the pilot, but this may have gone the way of the buffalo.
Aug 21, 2021, 8:37 pm
#99
Join Date: Feb 2008
Location: LAX/ORD/HNL
Programs: AA EXP, 4.6 MM, LT Pt, HH Diamond, Marriott Titanium
Posts: 443
There are a lot of negative posts on Flyertalk with respect to the airline industry in general but also with reference to AA in particular. Therefore, I thought it would be somewhat balancing to share a positive story. I was aboard AA 1375 from ORD to LAX yesterday and had an outstanding flight attendant by the name of Jared whose assignment was the first class cabin. He greeted everyone as they boarded and addressed all the passengers in first class by name and acknowledged their status with AA. He was friendly but maintained a professional demeanor at all times. He made many passes throughout the cabin asking if we needed anything during the entire flight. I watched as he patiently helped the passenger in front of me get connected to AA's entertainment on their phone. Jared is quite young and I hope he maintains this enthusiasm and level of service throughout his career. I did send a message to Customer Relations at AA and received the following response this morning:
Hello xxxxx:
Thanks for contacting Customer Relations. My name is Rhonda and I'm here to help. It is a pleasure to know that the performance of one of our employees, Jared, surpassed your expectations, and I thank you on their behalf.
I'm happy to make your comments available to our leadership team for review. I appreciate you taking the time to share your experience with us. Thank you for choosing American Airlines, xxxxx. We value your loyalty as an Executive Platinum AAdvantageŽ member and look forward to welcoming you aboard a future flight.
Sincerely,
Rhonda
Customer Relations
American Airlines
Hello xxxxx:
Thanks for contacting Customer Relations. My name is Rhonda and I'm here to help. It is a pleasure to know that the performance of one of our employees, Jared, surpassed your expectations, and I thank you on their behalf.
I'm happy to make your comments available to our leadership team for review. I appreciate you taking the time to share your experience with us. Thank you for choosing American Airlines, xxxxx. We value your loyalty as an Executive Platinum AAdvantageŽ member and look forward to welcoming you aboard a future flight.
Sincerely,
Rhonda
Customer Relations
American Airlines
Last edited by marnold3; Aug 22, 2021 at 8:46 am