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

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

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Old Aug 2, 19, 2:25 pm   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: JDiver
Wiki Link
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 O’Hare (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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Old Feb 20, 18, 10:31 am
  #46  
 
Join Date: Jul 2015
Location: Nor Cal
Programs: Hyatt Diamond, Hilton Diamond, SPG Gold.
Posts: 180
My wife, son and I used this service a couple of weeks ago for an F award flight to Hawaii. First time traveling with a child so I decided to pony up for this fun experience. From reading the wiki, it sounds like our experience was out of the norm as we don't have any status with AA so I wanted to share it. We were met curbside at the flagship check-in for our morning flight departing from T5. Out rep escorted us in where she helped us check our five bags. She then held onto our boarding passes and IDs, led us through security and to the flagship lounge where we hung out for an hour or so. Our rep was always close by, while we were in the lounge she stayed up front by the check-in area. We requested to be the last passengers on the plane, so once it started its boarding process, we were led down to the tarmac where we were transferred in a Cadillac from the flagship lounge in T4 to the admirals club in T5. We spent roughly 15 mins in the T5 admirals club lounge before we made the short walk to our departing gate. Our rep helped us on the plane, stored our bags in the overhead bin for us and wished us well.

Overall a fabulous and fun experience. I think our admittance to the flagship lounge and transfer on the tarmac was out of the norm?
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tyvoodoo is offline  
Old Feb 20, 18, 10:53 am
  #47  
Moderator: American AAdvantage, TAP, Mexico, Technical Support and Feedback, and The Suggestion Box
 
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,954
Originally Posted by tyvoodoo View Post
<snip>

Overall a fabulous and fun experience. I think our admittance to the flagship lounge and transfer on the tarmac was out of the norm?
You had a pretty “standard” FSS experience. The Cadillac SUV apron / airside transfer at LAX is normal. Flagship Lounge Access is new, possibly part of the changes in access rules.

Glad you enjoyed all that - a nice start to your trip.
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Old Feb 20, 18, 2:30 pm
  #48  
 
Join Date: Aug 2015
Location: The FT AA forum, until it no longer wants me.
Programs: CK or bust
Posts: 1,727
AA's Five Star Service is really amazing, no doubt about it!

Heathrow has an agreement that operates a service (not at the quality of FSS) but it does take you all the way from jet bridge in terminals such as T3 to your final gate at T5 (https://www.heathrow.com/airport-gui...cierge-service) and is a little less expensive as the pricing is the same for one to two passengers. No buggies, tarmac, lounge access (beyond what you normally might have access to), or other fun bits but it's available to passengers in any class of service.
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enpremiere is offline  
Old Feb 20, 18, 3:35 pm
  #49  
 
Join Date: Dec 2017
Posts: 1,108
Thanks for sharing that link. I'm sure it will help quite a few people who may be leery of connecting at LHR.
thunderlounge is offline  
Old Mar 7, 18, 1:16 pm
  #50  
 
Join Date: Dec 2006
Location: California
Programs: AA Gold.
Posts: 154
Any one recently did the departure assistance at JFK and arrived by Uber? I am curious if someone did meet up with you at the curb or only once inside the door.
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Old Mar 7, 18, 2:00 pm
  #51  
FlyerTalk Evangelist
 
Join Date: Feb 2012
Programs: AAdvantage Platinum, Delta Silver Medallion, Marriott Bonvoy Ambassador
Posts: 11,827
Originally Posted by MrSyslogd View Post
Any one recently did the departure assistance at JFK and arrived by Uber? I am curious if someone did meet up with you at the curb or only once inside the door.
I have done a car service. They meet you at the curb.
ysolde is online now  
Old Mar 7, 18, 2:05 pm
  #52  
Moderator: American AAdvantage, TAP, Mexico, Technical Support and Feedback, and The Suggestion Box
 
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,954
Originally Posted by MrSyslogd View Post
Any one recently did the departure assistance at JFK and arrived by Uber? I am curious if someone did meet up with you at the curb or only once inside the door.
They prefer a text or call letting them know your pending arrival and vehicle so they can meet you. They’ll have boarding passes, etc. and depending on Airport take you through rapid access and priority security. Take younto the Club if departure is a way off, fetch abd preboard you.

Using FSS at DFW today. Ivana is spectacular. We really didn’t need it with a 3+ hour connection and decent weather / conditions, but when the chips are down it’s fantastic - and Lady JDiver, who has cognitive impairment from Alzheimer’s disease, feels less stressed. Ivana was able to engage her and put her completely at ease.
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Old Apr 15, 18, 9:09 am
  #53  
 
Join Date: Apr 2018
Posts: 4
Has anyone used FSS departing from MIA lately? Does FSS rep meet you curbside? Are you escorted via golf cart from TSA to lounge and then again from lounge to gate? We have a MIA-DFW award flight in June and weighing options. I have Admirals Lounge access, Priority Pass and Centurion Lounge access with the Amex Platinum. We typically try to avoid flying in/out of MIA, however figured this might be a good way to ease the pain as well as use up the $200 Amex cedit. Also, any experience with arriving into MIA on a domestic flight?
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Old Apr 15, 18, 10:34 am
  #54  
 
Join Date: Feb 2008
Location: SAV,JAX
Programs: AA-LT Gold 1.2MM ,DL, Marriott LT TITANIUM; HH Gold, AMEX PLT
Posts: 473
Originally Posted by StevenV View Post
Has anyone used FSS departing from MIA lately? Does FSS rep meet you curbside? Are you escorted via golf cart from TSA to lounge and then again from lounge to gate? We have a MIA-DFW award flight in June and weighing options. I have Admirals Lounge access, Priority Pass and Centurion Lounge access with the Amex Platinum. We typically try to avoid flying in/out of MIA, however figured this might be a good way to ease the pain as well as use up the $200 Amex cedit. Also, any experience with arriving into MIA on a domestic flight?
i have not used FSS departing from Miami but have used it for an international-domestic connection. We were met at the door of the aircraft Taken through immigration (Global Entry) and helped with luggage and customs and security. Then escorted to the AC. At the time for departure we were collected at the AC and escorted to the plane and were the first on the plane. Hope this helps some. The whole procedure went seamlessly.

Last edited by tbrein; Apr 15, 18 at 5:17 pm
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Old Apr 16, 18, 4:13 pm
  #55  
Formerly known as cedricgerald
 
Join Date: Mar 2010
Posts: 2,516
Originally Posted by StevenV View Post
Has anyone used FSS departing from MIA lately? Does FSS rep meet you curbside? Are you escorted via golf cart from TSA to lounge and then again from lounge to gate? We have a MIA-DFW award flight in June and weighing options. I have Admirals Lounge access, Priority Pass and Centurion Lounge access with the Amex Platinum. We typically try to avoid flying in/out of MIA, however figured this might be a good way to ease the pain as well as use up the $200 Amex cedit. Also, any experience with arriving into MIA on a domestic flight?
yes they’ll meet you curbside.
Use their flagship check in.
Use the AC or one world lounge
and buggy all around
enjoy.
CGRA is offline  
Old Apr 16, 18, 5:44 pm
  #56  
 
Join Date: Apr 2018
Posts: 4
Originally Posted by CGRA View Post
yes they’ll meet you curbside.
Use their flagship check in.
Use the AC or one world lounge
and buggy all around
enjoy.
Has anyone tried to see if they could access the new Flagship lounge?
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Old Apr 16, 18, 5:56 pm
  #57  
Moderator: American AAdvantage, TAP, Mexico, Technical Support and Feedback, and The Suggestion Box
 
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,954
Originally Posted by StevenV View Post

Has anyone tried to see if they could access the new Flagship lounge?
If you’re eligible for Flagship Lounge access, they'll take you there. Or to the Centurion Lounge. But if you’re not eligible for Flagship Lounge Access otherwise, they’ll take you to the Admirals Club, where you will have access.

Flagship Lounge access rules (Wikipost at top of page of https://www.flyertalk.com/forum/amer...ed-2017-a.html:

First and Business Class customers (on qualifying international flights or 3-class transcontinental markets*)

AAdvantage® Executive Platinum (including Concierge Key), Platinum Pro and Platinum members in any cabin (on qualifying international flights*)
oneworld® Emerald and Sapphire members in any cabin (on all qualifying flights**)

*Qualifying international cities include flights to and from Europe, Asia, Central and South America, Australia and Mexico City only. Flights must be marketed and operated by American or a oneworld® airline. Domestic currently include A321T three class flights between JFK and LAX or SFO.

**AAdvantage Executive Platinum, Platinum Pro and Platinum members traveling solely on North American itineraries (other than flights mentioned immediately above) will not qualify. North America is defined as the United States (including Hawaii and Alaska), Canada, Mexico (except Mexico City), Bermuda, the Bahamas and the Caribbean.
JDiver is offline  
Old Apr 20, 18, 4:39 pm
  #58  
Formerly known as cedricgerald
 
Join Date: Mar 2010
Posts: 2,516
Five Stars at LHR feedback
Connecting from Terminal 5 to T3
Pick up at the aircraft door and use a mini van to Terminal 3
This time I had 3 staff for me !!
The first time I use 5S in LHR I had the escort driving the car
The second time I had to take the bus with the escort (and 5000 people)
The third time I had the driver plus the escort in a mini bus
And this time, the driver, my escort and a second agent
Maybe next time I'll have theresa May

No priority at Security
The previous times at LHR, they always grant me access to the Flasghip lounge (exception to the TC)
This time was the regular AC , I asked if she can drop me / pick me up an another lounge and she agree so here is CX (she didn't know where was the lounge...)
She asked what status I have.... Seems not to know that we can use any OW lounge regardless of status with a J ticket
CX lounge is very nice, reminds me of their HK lounge

She pick me up 1 hour prior to the flight in a buggy , and she pick up another pax (CK) in the same buggy
For boarding, I had to line up after 3 other CK pax (so it was not top priority as usual)
She escort me to the plane door (and not to the seat as they usually do)

Believe the biggest advantage of 5S in LHR is the drive from T5 to T3 in a car (confirmed at the time of booking) and the buggy from lounge to gate

Is it worth USD 360 ? , I don't know
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Old Jun 14, 18, 2:59 am
  #59  
Moderator: Qatar Airways
 
Join Date: Jan 2014
Location: LHR/NCE/DOH
Programs: BAEC GfL & GGL, QR Insider, SQ Gold, Mucci des Chevaliers des Bons Mots et Qui Savent Moucher
Posts: 8,143
Passenger on this mornings AA100 (JFK-LHR) was blabbing about being met by the 5 Star Services team.

She complained to the crew the whole way through the flight about various things, and then whinged when we disembarked.

She asked me to let her go ahead of me because she had 5 Star Service, and when I asked her what it was, I turned to her and said 'Ohh, so it's what CKs get for free'. She gave me a look.

Fast forward 20 seconds, and someone from CK had my name on a board and offered to take me over to my connecting flight by Mercedes mini-van

M
msm2000uk is offline  
Old Jun 14, 18, 4:08 am
  #60  
 
Join Date: Apr 2008
Location: FLL/MIA
Programs: AA EXP; AC 75K; Marriott LT Gold; Hilton Diamond
Posts: 948
Originally Posted by msm2000uk View Post
Passenger on this mornings AA100 (JFK-LHR) was blabbing about being met by the 5 Star Services team.

She complained to the crew the whole way through the flight about various things, and then whinged when we disembarked.

She asked me to let her go ahead of me because she had 5 Star Service, and when I asked her what it was, I turned to her and said 'Ohh, so it's what CKs get for free'. She gave me a look.

Fast forward 20 seconds, and someone from CK had my name on a board and offered to take me over to my connecting flight by Mercedes mini-van

M
Excellent! You should post that in this thread: DYKWIA Tales for 2018 on AA
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