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AA Five Star and Five Star Select Personal Assistance Service (master thread)

Old Jan 27, 2015, 8:52 pm
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Last edit by: Prospero
Five Star Service : "Five Star Service is a premium and personal airport experience available for your departure, connection or arrival in select markets when traveling in First or Business Class.*"

Five Star Select is offered at a few airports for additional fees.

Link to web page

Telephone: +877 578 2702 Office or +919 651 5970 Office (24/7)
Link to web page . . . . . Email: FiveStar.Service <at> aa.com

If you have a ticket in any of our premium cabins you can buy Five Star Service. Reservations must be made at least 24 hours in advance for U.S. locations and 48 hours for international. Representatives are available 24/7. 12 hour cancelation notice.

There are now two levels of Five Star Service.

Both Five Star and Five Star Select include
  • Access to Flagship First Check-In and the Admirals Club lounge throughout your trip
  • Personal escort through all airports
  • Priority boarding and re-accommodation status
  • Car service coordination

Fees: $350 adult person, $100 each additional adult, $50 child 17 or under. (Foreign locations may require additional VAT.) (Jul 2019)

Five Star Select includes, in addition to above,
  • Access to Flagship First Check-In and Flagship Lounge*
  • American Airlines Cadillac or cart transfer**
  • Personal escort through all airports
  • Priority boarding and re-accommodation status
  • Car service coordination
*Flagship First Dining Lounge access will be allowed based on availability
**When applicable

Five Star Select is available at five U.S. airports with Flagship First Lounges for $650 for the first person; $150 per additional adult; $75 per child (age 17 and under). Airports with Five Star Select include Chicago O'Hare (ORD), Dallas / Fort Worth (DFW), Los Angeles (LAX), Miami (MIA) and New York Kennedy (JFK).

BLADE private helicopter and The Private Suite can now be booked via FFS for additional fees (The Private Suite includes access to your own TSA and customs screening before departure and after international arrival); offering personalized, expedited travel in Los Angeles (LAX) and New York (JFK).

Choose from 5 levels of service and add what you need to make your travel as seamless as possible.


Departing passengers are met curbside, assisted through check-in (Flagship Check in where available), escorted through an expedited security lane (usually Priority Access), escorted to the Admirals Club or Flagship Lounge (as appropriate), escorted to the gate, and then they can either pre-board or be the last one to board. In locations where they are available, an electric cart will be provided if requested or required. At LAX, a Cadillac SUV transfers yiu between terminals airside.

Connecting passengers are met at the arrivals gate with new boarding passes. For International arrivals, passengers are escorted through Immigration and Customs (Flight Connections at LHR), baggage claim as necessary, and Security; then escorted to the AAdmirals Club or Flagship Lounge, escorted to the gate, where they can either pre-board or be the last one to board. Electric carts may be provided where available and required or requested. Interterminal transportation (Cadillac SUV) using aircraft gates may be provided at some locations (e.g. LAX AA terminals 4, 5 and American Eagle remote terminal).

Arriving passengers are are met at the arrivals gate. For International arrivals, passengers are escorted through Immigration and Customs where it is allowed (e.g. not allowed at MIA) and baggage claim, and to a car or other land departure service.

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, only when no fast track is provided.

- Five Star Services include Pro-active Flight Monitoring and Priority Re-Accommodation during Delays.

- Golf Carts are used to escort passengers through the terminal in most locations (not offered at JFK, LAX).

- Lounge access is included with Five Star Service; Admirals Club or Flagship Lounge access is provided for each FSS passenger. Five Star Select customers are provided Flagship Lounge and Flagship First Dining where offered instead of Admirals Clubs at those locations.

- Five Star Services are available to customers with confirmed and ticketed travel on the day of Five Star Service in either First or Business (not Premium Economy) class on at least one segment of the customer's itinerary.

- If you use your American Express Platinum card and have AA listed as your service credit airline if choice, you will be credited $200 if eligible.

USA Airports
  • Atlanta (ATL)
  • Austin (AUS)
  • Boston (BOS)
  • Charlotte (CLT)
  • Chicago OHare (ORD) (Select also)
  • Dallas/Fort Worth (DFW) (Select also)
  • Los Angeles (LAX) (Select also, no cart available, Cadillac SUV used interterminal)
  • Miami (MIA) (Select also)
  • Nashville (BNA)
  • New York Kennedy (JFK) (Select also; no cart available)
  • New York LaGuardia (LGA)
  • Newark (EWR)
  • Philadelphia (PHL)
  • Phoenix (PHX)
  • San Francisco (SFO)
  • Washington D.C. Reagan (DCA)

International airports Five Star Select not available)
  • Buenos Aires, Argentina (EZE)
  • London Heathrow, England (LHR) (N.B. +20% VAT)
  • Milan, Italy (MXP)
  • Tokyo-Narita, Japan (NRT)
  • Sao Paulo, Brazil (GRU)

Flagship Check-In Access

As a Five Star Service customer, you have access to our Flagship Check-In at participating airports. This exclusive and personalized check-in service, along with your Five Star Service representative, will help expedite your travel experience. For more information, visit aa.com/flagshipcheckin.

Admirals Club Access
Admirals Club or Flagship Lounge access is included with the purchase of Five Star Service only at the airport where Five Star Service is bought.

User note: through flights (connecting flights using the same flight number, e.g. AA111 FCO-ORD on a 772 to AA111 ORD-LAX on a 738) pose special challenges and may require assistance from the FSS Help Desk and more telephone time.
Assistance is provided by the Premium Service / Concierge Key Representatives.

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.

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 24 hrs (Apr 2016) Central time. You may also contact us via email at FiveStar.Service <at> aa.com.

An email confirmation will be provided for all reservations. Major credit cards are accepted for payment.
(Archived thread can be found here: http://www.flyertalk.com/forum/ameri...solidated.html)
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AA Five Star and Five Star Select Personal Assistance Service (master thread)

Old Jan 3, 2020, 1:15 pm
  #166  
 
Join Date: Aug 2015
Location: The FT AA forum, until it no longer wants me.
Programs: CK or bust
Posts: 1,913
Originally Posted by econometrics
Thanks for the feedback. It's been unclear whether FS would accept a BA T5 to AA T3 transfer in the past. I've had FS agents say no to my requests on this.
The no was either misinformed or an availability issue but FSS is very much provided in both directions between T3 and T5.
enpremiere is offline  
Old Nov 17, 2020, 9:58 am
  #167  
 
Join Date: Jun 2017
Location: Midwest
Programs: AAdvantage Platinum Pro, UA Premier Platinum, IHG Platinum Elite, Avis Presidents Club
Posts: 190
Flying IND-PHX-LAX with my "older" mother-in-law over the Thanksgiving holiday; Was wondering if anyone had any insight into changes to the service during COVID, whether it was worth the price, and what level of service to expect in Phoenix and LA?

Any help would be great!
MIDWESTERNFLYER is offline  
Old Nov 17, 2020, 12:13 pm
  #168  
 
Join Date: Jun 2008
Location: US
Programs: AA EXP 1MM, Starwood Gold, Hyatt Diamond
Posts: 1,017
I'm debating on it with the discount. I have insane amounts of miles to burn due to Bask Bank. Traveling with a 2 year old and my nanny from DFW to MCO, worth getting? I think the cart ride is beneficial. Will Five Star escort us to the Centurion lounge and pick us up from there? I have no desire to go to the AC.
krazieman is offline  
Old Jun 13, 2021, 12:50 pm
  #169  
 
Join Date: Mar 2013
Location: TUS and BDL
Programs: HHonors Gold, Global Entry
Posts: 92
Anyone have experience using AA Five Star Service at LAX transfering from the Eagles Nest 52 gates to Terminal 4? My flight was just changed where I now only have 45 min connection, but I want to keep my LAX-MIA flight on the 777-300ER. I contacted AA Five Star via email but they said they couldn't guarantee a cart.
FromMAtoAZ is offline  
Old Aug 15, 2021, 12:16 pm
  #170  
 
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond
Posts: 3,184
i have never used the five star essentials but was considering buying for my parents who will be coming to see me DEN-DFW-LHR in F and when both flights were re-timed, they have a 1:35min layover at DFW and while they are well-traveled and able-bodied, im more concerned with what happens if the first flight is slightly delayed.

if i purchase five star essentials for them at DFW it seems like they will be greeted at the arrival gate and somehow be escorted to their next gate (which i'd guess involves terminal transfer). in actuality, how well does it work at DFW, and would the agent help in the unfortunate event the first flight landed too late to make the connection to get them on the next flight out to london (as opposed to having to queue up with everyone)?
VSLover is offline  
Old Aug 15, 2021, 12:27 pm
  #171  
 
Join Date: Nov 2009
Location: Austin
Programs: AA EXP +2MM- LT PLT! HH Diamond
Posts: 6,058
Originally Posted by VSLover
i have never used the five star essentials but was considering buying for my parents who will be coming to see me DEN-DFW-LHR in F and when both flights were re-timed, they have a 1:35min layover at DFW and while they are well-traveled and able-bodied, im more concerned with what happens if the first flight is slightly delayed.

if i purchase five star essentials for them at DFW it seems like they will be greeted at the arrival gate and somehow be escorted to their next gate (which i'd guess involves terminal transfer). in actuality, how well does it work at DFW, and would the agent help in the unfortunate event the first flight landed too late to make the connection to get them on the next flight out to london (as opposed to having to queue up with everyone)?
If this is an F ticket from DFW to LHR, I don't think that they need the 5 star service to be taken care of in case the DEN to DFW flight is delayed. They'll be well looked after regardless. And they will have lounge access as well (hopefully the Flagship Lounge, if opened by then), or the AC, where there are folks that can manage any rebooking needs quickly. And DFW is a very efficient airport to get around, even if having to change terminals.. unlike LHR.
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teemuflyer is online now  
Old Aug 15, 2021, 12:33 pm
  #172  
 
Join Date: Jan 2003
Location: Dallas/Orlando
Programs: AA EXP
Posts: 2,716
If it were my folks Id do it. The benefit may be minimal given theyre in F for DFWLHR but the 5 Star team can make contact with departure gate if theyre cutting it close which could theoretically make the difference. The added peace of mind would be worth it to me.
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tismfu is offline  
Old Aug 15, 2021, 12:41 pm
  #173  
VFR
 
Join Date: Aug 2016
Location: BOS
Programs: AA PP, DL PM
Posts: 2,082
The Five Star Service web page does not list priority re-accommodation as a benefit for Five Star Essentials, but it does for Five Star Select and Five Star Service. Does anyone know if AA runs Five Star Essentials with premium service agents (who can re-ticket you) or just generic employees in AA uniforms?

If they do misconnect, there are so many ways to get from DFW to LHR in with the transatlantic segment in AA or BA F that I wouldn't be too concerned about rebooking.
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Old Aug 15, 2021, 1:28 pm
  #174  
 
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond
Posts: 3,184
thanks all for your thoughts.

in normal times i would not be concerned. but when they arrive in LHR, we have an onwards flight later in the afternoon the day they arrive (8hr connection thanks to re-timed AA50), so its more just peace of mind that if something caused a misconnect that they would just be taken care of rather than having to fight for themselves in the event it is one of those awful DFW days where things melt down--we all have seen it!

especially again because in normal times there are loads of ways to get to LHR...not so much in early october! while they and i know DFW very well, it really is just one of those nagging things for me. so i went ahead and booked since it is not that much money for peace of mind.

as for priority re-accommodation it is true this is not listed as a benefit but given they are in flagship first to LHR i think that perhaps combined with an escort will take care of any hiccup, as the 5star agent said "absolutely" the agent escorting them will handle any re-accommodation.
VSLover is offline  
Old Sep 23, 2021, 8:55 pm
  #175  
 
Join Date: Aug 2021
Location: USA, UK
Posts: 14
Please let me know if AA actually helps your parents at LHR. I recently was told by AA they’re not providing five star service at LHR. I have a horribly short transit from terminal 3 to terminal 5. I can not be late arriving in FCO.
Traveler980 is offline  
Old Sep 24, 2021, 10:29 am
  #176  
 
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond
Posts: 3,184
Originally Posted by Traveler980
Please let me know if AA actually helps your parents at LHR. I recently was told by AA theyre not providing five star service at LHR. I have a horribly short transit from terminal 3 to terminal 5. I can not be late arriving in FCO.

that is my understanding as well--and i had booked it more for the DFW connection, not LHR.

separately i reached out to the heathrow version of five star run by the airport and they are not really useful either because there is no expedited immigration. the good news is in recent weeks the airport has been relatively quiet so i'd hope your transfer is seamless, especially given your arrival flight, if on time, would actually arrive earlier than scheduled.
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Old Sep 26, 2021, 11:23 pm
  #177  
 
Join Date: Feb 2012
Location: PHX
Programs: AAexp, AC75k, HertzPC, NationalEE, Accor/MariottP, Hilton/HyattG
Posts: 3,606
Any experiences at DFW for domestic connections? Do they just walk/take the train with you or use an electric cart if flights are on the same terminal side? Seems like good value for any tight connections and potential recommendation but not sure how much quicker they can ACTUALLY get you transferred at DFW compared to other airports like LHR.

Thanks!
SKYEG is offline  
Old Oct 3, 2021, 7:00 pm
  #178  
 
Join Date: Aug 2021
Location: USA, UK
Posts: 14
Depends - Essential has a FSS agent that navigates your party through the terminal. Those in J and F can obtain FSS Select that has ground transport gate to gate transfer. Your right about DFW, if your familiar with the airport essential might be not worth it, unless you encounter a flight delay or cancellation. If you have a tight connection for a must flight - FSS gate to gate transfer might be worth it to you. What is nice your personal agent will handle accommodations if you have cancellations or delays. I used the select two years ago for a tight DFW connection - made it without issue, expensive, but you can book with miles.
Traveler980 is offline  
Old Oct 5, 2021, 7:42 pm
  #179  
 
Join Date: Feb 2012
Location: PHX
Programs: AAexp, AC75k, HertzPC, NationalEE, Accor/MariottP, Hilton/HyattG
Posts: 3,606
I sent an email requesting service and got this reply... what does this mean? Do they want me to call in and they are not monitoring the email anymore?

Thank you for contacting American Airlines Five Star Service.

We value privacy and security as much as you. Because of this,Five Star Service would like to ensure credit card details are handled with the highest level of care.

Customers with Five Star Service bookings are welcome to call toarrange secured stored credit card details in our system, making the next booking process quick, safe and secure.

Please contact us at 877-578-2702, 24 hours a day, seven days a week, and one of our representatives will be happy to assist you with a creating a new booking, modifying a current booking or collecting payment details.

For frequently asked questions, please visit our website www.aa.com/i18n/urls/fivestarservice.jsp

Thank you for your understanding, and we appreciate your continued business.
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Old Oct 23, 2021, 4:10 pm
  #180  
 
Join Date: Feb 2012
Location: PHX
Programs: AAexp, AC75k, HertzPC, NationalEE, Accor/MariottP, Hilton/HyattG
Posts: 3,606
DFW does not have electric Carts at this time. They just walk you to the train and to your gate. Wait for you right at the exit doors of your fight, personal greeting. Felt almost like a CK LOL 😂 Still a dope service and easily worth the $150 for a tight connection and a unique, customized experience.
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