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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 Mar 2, 17, 10:16 am
  #1  
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AA Five Star and Five Star Select Personal Assistance Service (master thread)

At LAX, will 5 -star provide a tarmac transfer to an Eagle flight departing 52C. The traveler will have the connecting service, and should arrive at TBIT since T4 won't be open at the arrival time of the international flight.
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Old Mar 2, 17, 12:06 pm
  #2  
 
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Originally Posted by infoguy View Post
At LAX, will 5 -star provide a tarmac transfer to an Eagle flight departing 52C. The traveler will have the connecting service, and should arrive at TBIT since T4 won't be open at the arrival time of the international flight.
What is the arrival flight? What airline? What origin? I ask, because these things matter for FSS.
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Old Mar 2, 17, 2:42 pm
  #3  
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Originally Posted by infoguy View Post
At LAX, will 5 -star provide a tarmac transfer to an Eagle flight departing 52C. The traveler will have the connecting service, and should arrive at TBIT since T4 won't be open at the arrival time of the international flight.
Probably, but, as we have insufficient information to give an accurate reply:

"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."

"Itineraries involving airlines other than American Airlines or American Eagle may be accepted if flight departs from or arrives at an American Airlines terminal, and full access is allowed by local authorities."

"Five Star Service assistance is subject to local airport hours of operation."

FSS terms and conditions linked to in the Wikipost - and here.
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Old Mar 3, 17, 7:04 am
  #4  
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Sorry for the lack for detail. Arrival flight is AA192 which was delayed 14 hours, so it's getting into TBIT gate 153. Departure is from 52B. Traveler is in paid business class HKG-LAX-ELP.

Last edited by infoguy; Mar 3, 17 at 7:22 am
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Old Apr 13, 17, 2:29 pm
  #5  
 
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Flying LHR-ORD-SDF, arriving into the International Terminal 5 then connecting to the domestic flight from Terminal 3.

If I book the 'connection service' at ORD, does the FSS agent also accompany between the terminals? It seems like quite a long journey (and a lot of time!) for someone to meet us at the International gate and then continue with us through Immigration, Customs, landside transit, security and finally to the AA lounge in a different terminal!

Have previously used at JFK and LAX but that was all within one terminal, so wasn't sure how this would work at ORD.
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Old Apr 13, 17, 8:23 pm
  #6  
 
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Does anyone know why FSS is limited to F and J tickets only? They probably don't get much business from Y, but it seems like a poor business idea to exclude the group.

Originally Posted by HarryKUK View Post
Flying LHR-ORD-SDF, arriving into the International Terminal 5 then connecting to the domestic flight from Terminal 3.

If I book the 'connection service' at ORD, does the FSS agent also accompany between the terminals? It seems like quite a long journey (and a lot of time!) for someone to meet us at the International gate and then continue with us through Immigration, Customs, landside transit, security and finally to the AA lounge in a different terminal!

Have previously used at JFK and LAX but that was all within one terminal, so wasn't sure how this would work at ORD.
I think they do accompany you between terminals. As for the time the AAgent spends, I wouldn't worry about it. AA is charging you a premium for it, after all.
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Old Apr 14, 17, 1:58 am
  #7  
 
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Originally Posted by brewdog11 View Post
Does anyone know why FSS is limited to F and J tickets only? They probably don't get much business from Y, but it seems like a poor business idea to exclude the group.
I used this on an all Economy booking the very first time I used it, as I genuinely didn't realise it was only valid for F and J tickets. At no point did anyone stop me either at the reservation stage or on the day of service. I was taken to flagship check in and to the AA lounge too despite not having any AA status level at the time. This was about two years ago though - I have only used it on F or J since then.

Obviously an Economy non-status passenger benefits much more than an F or J passenger since they wouldn't have access to any of those services via status or class of travel.
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Old Apr 14, 17, 7:39 am
  #8  
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Originally Posted by HarryKUK View Post
I used this on an all Economy booking the very first time I used it, as I genuinely didn't realise it was only valid for F and J tickets. At no point did anyone stop me either at the reservation stage or on the day of service. I was taken to flagship check in and to the AA lounge too despite not having any AA status level at the time. This was about two years ago though - I have only used it on F or J since then.

Obviously an Economy non-status passenger benefits much more than an F or J passenger since they wouldn't have access to any of those services via status or class of travel.
At the start of the program, they didn't have the disclaimer that it's only for F&J pax.
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Old Apr 14, 17, 12:10 pm
  #9  
 
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Originally Posted by HarryKUK View Post
I used this on an all Economy booking the very first time I used it, as I genuinely didn't realise it was only valid for F and J tickets. At no point did anyone stop me either at the reservation stage or on the day of service. I was taken to flagship check in and to the AA lounge too despite not having any AA status level at the time. This was about two years ago though - I have only used it on F or J since then.

Obviously an Economy non-status passenger benefits much more than an F or J passenger since they wouldn't have access to any of those services via status or class of travel.
As United747 pointed out, there was no caveat that FSS is F/J only at the program's beginning. However, now the rule is enforced. There have been reports that pax awaiting an upgrade from Y to J have been told to wait for the upgrade before retaining FSS.

The rule really doesn't make much sense to me. As you pointed out, the benefits afforded to a non-status Y pax are huge, especially when a long day of international travel is involved. Just the expedited check-in and AC access are huge, but it's really nice to have these people on your side if you're forced into a jam or an unwanted overnight due to IRROPS. It's perfect for old family members who fly infrequently and travel in Y.

The service will exist whether Y pax use it or not, so it looks like AA is shunning a large category of potential revenue by limiting it to F and J. Maybe they get so much business (and they have only a few FSS AAgents) that they're trying to preserve the integrity of the program. Otherwise, I don't get it.
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Old Apr 14, 17, 11:26 pm
  #10  
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It seems like it would be quite the loophole for Y pax to get premium ground services at a fraction of the cost of buying a J or F ticket. They'd much rather you do the latter, I imagine, hence the rule.
And it probably is a capacity issue as well.
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Old May 7, 17, 1:15 am
  #11  
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I will be flying:

LHR - LAX TBIT (BA F)
LAX T0 - YVR (AA J)

YVR - LAX T5 (AA J) American Eagle
LAX TBIT - LHR (BA F)

I contacted Five Star Service to book for the inbound and return connections at LAX.

I was told that I could not book the Connection package as AA staff can not meet or escort to the BA gates in the TBIT.

Is this correct?

Also, they said that I could book an Arrival and a Departure package in LAX instead. However, that would mean that I would have to go landside after each flight.

Does this his make sense?

I was hoping to avoid as much as possible the time, pain and stress of connecting between the TBIT and the American Eagle regional / remote terminal.

Any advice?

Last edited by LE2; May 7, 17 at 2:07 am
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Old May 7, 17, 2:28 am
  #12  
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Originally Posted by LE2 View Post
I will be flying:

LHR - LAX TBIT (BA F)
LAX T0 - YVR (AA J)

YVR - LAX T5 (AA J) American Eagle
LAX TBIT - LHR (BA F)

I contacted Five Star Service to book for the inbound and return connections at LAX.

I was told that I could not book the Connection package as AA staff can not meet or escort to the BA gates in the TBIT.

Is this correct?

Also, they said that I could book an Arrival and a Departure package in LAX instead. However, that would mean that I would have to go landside after each flight.

Does this his make sense?

I was hoping to avoid as much as possible the time, pain and stress of connecting between the TBIT and the American Eagle regional / remote terminal.

Any advice?
On the return you'll clear US immigration and customs at YVR. Thus you'll be airside upon arrival at LAX. The shuttle will drop you off at 4 and then you take the bridge to TBIT. fairly painless and bags transfer just like any other domestic flight.However if you wish connection service this shouldn't be an issue, and in fact is touted as a benefit for the program.

On the inbound their issue sounds correct. AA staff wouldn't be able to meet BA passengers till after they clear immigration and customs. This for AA purpose you'd be a departing passenger. Note you'll have to pickup and recheck bags at LAX. You'll have access since flew into LAX on BA in FC to the AA FC Flagship check-in, which is just a few doors down from TBIT exit.

Last edited by flyerCO; May 7, 17 at 2:37 am
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Old May 9, 17, 4:47 am
  #13  
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Originally Posted by flyerCO View Post
On the return you'll clear US immigration and customs at YVR. Thus you'll be airside upon arrival at LAX. The shuttle will drop you off at 4 and then you take the bridge to TBIT. fairly painless and bags transfer just like any other domestic flight.However if you wish connection service this shouldn't be an issue, and in fact is touted as a benefit for the program.

On the inbound their issue sounds correct. AA staff wouldn't be able to meet BA passengers till after they clear immigration and customs. This for AA purpose you'd be a departing passenger. Note you'll have to pickup and recheck bags at LAX. You'll have access since flew into LAX on BA in FC to the AA FC Flagship check-in, which is just a few doors down from TBIT exit.
Thanks for the information flyerCO!

Are you able to help with the answers to these questions:

Arriving from LHR in BA F into LAX TBIT, you mentioned that even without 5 Star Service (Departure) I would still have access to the AA Flagship Check-in at T4.

Is this because of my BA inbound flight is in F?

Will that include access to the Flagship priority security lane as well?

Will that include access to the AA Flagship Lounge in T4?


Also, on my return journey what would the 5 Star Service (Arrival) in LAX from YVR (US pre-clearance) entail if they are not able to escort me airside to TBIT?
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Old May 9, 17, 3:27 pm
  #14  
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Originally Posted by LE2 View Post
Thanks for the information flyerCO!

Are you able to help with the answers to these questions:

Arriving from LHR in BA F into LAX TBIT, you mentioned that even without 5 Star Service (Departure) I would still have access to the AA Flagship Check-in at T4.

Is this because of my BA inbound flight is in F?

Will that include access to the Flagship priority security lane as well?

Will that include access to the AA Flagship Lounge in T4?


Also, on my return journey what would the 5 Star Service (Arrival) in LAX from YVR (US pre-clearance) entail if they are not able to escort me airside to TBIT?
Your return you'll be airside upon arrival at LAX. You clear US immigration and customs at YVR. Thus you arrive just like a domestic flight. No need to pickup luggage. Just catch the shuttle over to T4 and goto TBIT. You can use either the T4 AA Flagship lounge or the TBIT Qantas FC lounge. Qantas is considered much better.

On your inbound, yes you get access to the AA Flagship check-in because of the BA F flight. You can again access either Qantas FC, AA Flagship, or any of the AA Admirals Clubs because of the BA FC flight.

Basically with FSS you're paying to have someone walk with you. Everything else is included with your ticket already.
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Old Jul 2, 17, 12:46 pm
  #15  
 
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Can we get a list together of golf cart AAssisted airports?
PEverywhere except LAX, JFK?
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