Aug 22, 2015, 2:16 pm
Last edit by: Prospero
This thread is dedicated to issues around American Airlines AAdvantage accounts being invaded, taken over or compromised resulting in theft of awards, miles, upgrades and other instruments - and related issues.
For issues about account freezes or closures, airline accusations of fraud against the AAdvantage programm and the like please see: Account audit / fraud: award / miles / SWU / VIP sale, barter, etc (consolidated).
If you find your account has been breached or have unexplained activity such as awards you did not arrange, contact AA immediately to protect and gain control over your account and to be made whole.
To help protect your account, be sure
If your email information is correct in aa.com, changes to your account should be sent to you as follows (even if someone changes your email address, though it's of no help if someone pirates your email account):
For issues about account freezes or closures, airline accusations of fraud against the AAdvantage programm and the like please see: Account audit / fraud: award / miles / SWU / VIP sale, barter, etc (consolidated).
If you find your account has been breached or have unexplained activity such as awards you did not arrange, contact AA immediately to protect and gain control over your account and to be made whole.
To help protect your account, be sure
- Have a strong, protected and secure password
- check your account periodically
- be aware and keep track of your transactions
- control or destroy documents such as boarding passes
- use antivirus software- if your personal computer is hacked they can gain control of your AA account
- Be very wary of logging into your account on public computers, like at internet cafés or the hotel business center, where keystroke loggers could be installed
If your email information is correct in aa.com, changes to your account should be sent to you as follows (even if someone changes your email address, though it's of no help if someone pirates your email account):
Dear JDiver,
Thanks for visiting AA.com. This email confirms that your account has been updated as follows.
Your contact information has been updated, but is not included in this e-mail for the security of your account.
If you did not change your contact information or if you have any concerns about your account, please contact aa.com Web Services.
If you have unsubscribed to one of our email products, we will remove your address from our mailing list as soon as possible. Please be aware that you may continue to receive emails for up to 10 business days.
If you have subscribed to AA email products and are not receiving them, your Internet Service Provider (ISP) may use filters to prevent unwanted emails from reaching your inbox. Sometimes, these filters also block messages you want to receive. In most cases, adding us to your list of trusted senders will solve this issue. In AOL, select "Add Address"; in Yahoo! Mail, Outlook or Outlook Express select "Add To Address Book"; or Hotmail or MSN, select "Save Address(es)". If you need further assistance, contact your ISP's technical support department and ask how to "whitelist" emails from AA.
AA.com
American Airlines
Thanks for visiting AA.com. This email confirms that your account has been updated as follows.
Your contact information has been updated, but is not included in this e-mail for the security of your account.
If you did not change your contact information or if you have any concerns about your account, please contact aa.com Web Services.
If you have unsubscribed to one of our email products, we will remove your address from our mailing list as soon as possible. Please be aware that you may continue to receive emails for up to 10 business days.
If you have subscribed to AA email products and are not receiving them, your Internet Service Provider (ISP) may use filters to prevent unwanted emails from reaching your inbox. Sometimes, these filters also block messages you want to receive. In most cases, adding us to your list of trusted senders will solve this issue. In AOL, select "Add Address"; in Yahoo! Mail, Outlook or Outlook Express select "Add To Address Book"; or Hotmail or MSN, select "Save Address(es)". If you need further assistance, contact your ISP's technical support department and ask how to "whitelist" emails from AA.
AA.com
American Airlines
Account fraud / breach: my account compromised, awards taken, etc.
Sep 9, 2016, 7:11 pm
#376
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
And that should be easy for them to see as it would be the next transaction from the same agent.
Sep 10, 2016, 4:32 am
#377
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Today the first move is to explain how we do not understand what has happened and their systems do not allow mistakes to happen.
Sep 10, 2016, 5:33 am
#378
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
In the past several days I've noted several "glitches" with AA:
(1)I was upg JFK-LAS, the seat map showed me in 5A, in the upg area it shows n/a. I received NO email informing me about the upg. I just completed the flight and DID sit in 5A.
(2)I purchased JFK-ZRH-JFK, wait listed JFK-ZRH (for an SWU), confirmed for an SWU ZRH-JFK. 12 hours later NO email confirming my ticket, I called, they (re?) sent me my ticket confirmation. On AA.COM my itn details is missing several areas (which appear on other reservations), PRICE and some pax detail (like pp#) is missing.
Is this a preview of BAD things yet to come?
PS: I'm looking at several future trips, I can print trip info, but I can`t print itn showing TICKET number; the "print" option just prints the flt info--there USED to be an option to print receipt.
(1)I was upg JFK-LAS, the seat map showed me in 5A, in the upg area it shows n/a. I received NO email informing me about the upg. I just completed the flight and DID sit in 5A.
(2)I purchased JFK-ZRH-JFK, wait listed JFK-ZRH (for an SWU), confirmed for an SWU ZRH-JFK. 12 hours later NO email confirming my ticket, I called, they (re?) sent me my ticket confirmation. On AA.COM my itn details is missing several areas (which appear on other reservations), PRICE and some pax detail (like pp#) is missing.
Is this a preview of BAD things yet to come?
PS: I'm looking at several future trips, I can print trip info, but I can`t print itn showing TICKET number; the "print" option just prints the flt info--there USED to be an option to print receipt.
Last edited by nrr; Sep 10, 2016 at 5:50 am
Sep 11, 2016, 3:23 am
#379
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
One way to get e-ticket info and be able to print the e-ticket is to use TripCase, create a new itin, and link your AA PNR to it. That should show everything as it is in Sabre. Look at the trip, click "Documents" at the top center, and you should see the e-tickets (as well as the "arranger itinerary" which shows waitlisted segments).
Sep 15, 2016, 10:02 pm
#380
Join Date: Aug 2010
Location: ORD
Programs: AA EXP >3 Million miles,HH Lifetime Diamond
Posts: 2,890
In the past several days I've noted several "glitches" with AA:
(1)I was upg JFK-LAS, the seat map showed me in 5A, in the upg area it shows n/a. I received NO email informing me about the upg. I just completed the flight and DID sit in 5A.
(2)I purchased JFK-ZRH-JFK, wait listed JFK-ZRH (for an SWU), confirmed for an SWU ZRH-JFK. 12 hours later NO email confirming my ticket, I called, they (re?) sent me my ticket confirmation. On AA.COM my itn details is missing several areas (which appear on other reservations), PRICE and some pax detail (like pp#) is missing.
Is this a preview of BAD things yet to come?
PS: I'm looking at several future trips, I can print trip info, but I can`t print itn showing TICKET number; the "print" option just prints the flt info--there USED to be an option to print receipt.
(1)I was upg JFK-LAS, the seat map showed me in 5A, in the upg area it shows n/a. I received NO email informing me about the upg. I just completed the flight and DID sit in 5A.
(2)I purchased JFK-ZRH-JFK, wait listed JFK-ZRH (for an SWU), confirmed for an SWU ZRH-JFK. 12 hours later NO email confirming my ticket, I called, they (re?) sent me my ticket confirmation. On AA.COM my itn details is missing several areas (which appear on other reservations), PRICE and some pax detail (like pp#) is missing.
Is this a preview of BAD things yet to come?
PS: I'm looking at several future trips, I can print trip info, but I can`t print itn showing TICKET number; the "print" option just prints the flt info--there USED to be an option to print receipt.
Nov 14, 2016, 7:42 am
#381
Join Date: Mar 2011
Posts: 127
Someone Logged Into my Account and Booked a Redemption
Back in August, someone logged into my account & booked a flight, costing roughly 40,000 miles.
I did not book the trip. No one else has access to my account, so they basically hacked into my account.
The day it happened, I got an email, and then, shocked, immediately called American Airlines. After being connected between multiple people (they were confused) they eventually said they would investigate it. I changed my password and username, etc.
I have now called 2 times since then to check in. I called October 10th and they said "oh it's still pending, not sure why, I'll let them know you called to check in."
Today I called again and the AAdvantage person talked to their supervisor. They said they were "still investigating" it! They also mentioned that there was a $75 charge for the redemption on a credit card in my name, which is incorrect because I don't have a card ending in the 4 digits they mentioned to me.
At this point I don't know what to do. I've e-mailed and called, and when I called in October, the representative said he could only check in on it every month, and not put in any more inquiries in between then.
While this is certainly making me lose a ton of faith in AA as a company, as it's been 3 months with no resolution, I still want my miles back, and I'm pissed. What can I do to escalate this further? Anything?
I did not book the trip. No one else has access to my account, so they basically hacked into my account.
The day it happened, I got an email, and then, shocked, immediately called American Airlines. After being connected between multiple people (they were confused) they eventually said they would investigate it. I changed my password and username, etc.
I have now called 2 times since then to check in. I called October 10th and they said "oh it's still pending, not sure why, I'll let them know you called to check in."
Today I called again and the AAdvantage person talked to their supervisor. They said they were "still investigating" it! They also mentioned that there was a $75 charge for the redemption on a credit card in my name, which is incorrect because I don't have a card ending in the 4 digits they mentioned to me.
At this point I don't know what to do. I've e-mailed and called, and when I called in October, the representative said he could only check in on it every month, and not put in any more inquiries in between then.
While this is certainly making me lose a ton of faith in AA as a company, as it's been 3 months with no resolution, I still want my miles back, and I'm pissed. What can I do to escalate this further? Anything?
Nov 14, 2016, 7:52 am
#382
Join Date: Apr 2007
Location: Charlotte NC
Programs: AAdvantage Platinum,Marriott Gold, Starwood Gold, United Gold IHG Spire Ambassador, HHonors Diamond
Posts: 193
Back in August, someone logged into my account & booked a flight, costing roughly 40,000 miles.
I did not book the trip. No one else has access to my account, so they basically hacked into my account.
The day it happened, I got an email, and then, shocked, immediately called American Airlines. After being connected between multiple people (they were confused) they eventually said they would investigate it. I changed my password and username, etc.
I have now called 2 times since then to check in. I called October 10th and they said "oh it's still pending, not sure why, I'll let them know you called to check in."
Today I called again and the AAdvantage person talked to their supervisor. They said they were "still investigating" it! They also mentioned that there was a $75 charge for the redemption on a credit card in my name, which is incorrect because I don't have a card ending in the 4 digits they mentioned to me.
At this point I don't know what to do. I've e-mailed and called, and when I called in October, the representative said he could only check in on it every month, and not put in any more inquiries in between then.
While this is certainly making me lose a ton of faith in AA as a company, as it's been 3 months with no resolution, I still want my miles back, and I'm pissed. What can I do to escalate this further? Anything?
I did not book the trip. No one else has access to my account, so they basically hacked into my account.
The day it happened, I got an email, and then, shocked, immediately called American Airlines. After being connected between multiple people (they were confused) they eventually said they would investigate it. I changed my password and username, etc.
I have now called 2 times since then to check in. I called October 10th and they said "oh it's still pending, not sure why, I'll let them know you called to check in."
Today I called again and the AAdvantage person talked to their supervisor. They said they were "still investigating" it! They also mentioned that there was a $75 charge for the redemption on a credit card in my name, which is incorrect because I don't have a card ending in the 4 digits they mentioned to me.
At this point I don't know what to do. I've e-mailed and called, and when I called in October, the representative said he could only check in on it every month, and not put in any more inquiries in between then.
While this is certainly making me lose a ton of faith in AA as a company, as it's been 3 months with no resolution, I still want my miles back, and I'm pissed. What can I do to escalate this further? Anything?
Nov 14, 2016, 1:25 pm
#384
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
If they're saying that someone used a credit card in your name that you're not aware of, I would check your credit report and try to find out about that account. You might have a bigger identity theft problem than your AA account.
Nov 14, 2016, 3:08 pm
#385
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
The details here really matter. If someone booked a ticket in your name using a CC in your name, and you did not fly the ticket and it is not your CC, there is a much broader identity theft issue.
Was the ticket in your name?
Was the CC used in your name?
Did you cancel the ticket?
If the CC was in your name, have you notified the CC issuer?
Have you notified your local law enforcement?
Was the ticket in your name?
Was the CC used in your name?
Did you cancel the ticket?
If the CC was in your name, have you notified the CC issuer?
Have you notified your local law enforcement?
Nov 14, 2016, 4:50 pm
#386
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I'm not too sure of CCs actually checking the name of the card, at least to a great degree of detail. I have made purchases using other names and not one got bounced. But yes, if the account used is under the OP's name, then there is a much bigger problem. AA is pretty good about sniffing out fraud, unfortunately the OP may the first person of interest regardless of being the one to report it.
Nov 14, 2016, 6:41 pm
#387
Join Date: Sep 2009
Location: Global
Posts: 5,998
The details here really matter. If someone booked a ticket in your name using a CC in your name, and you did not fly the ticket and it is not your CC, there is a much broader identity theft issue.
Was the ticket in your name?
Was the CC used in your name?
Did you cancel the ticket?
If the CC was in your name, have you notified the CC issuer?
Have you notified your local law enforcement?
Was the ticket in your name?
Was the CC used in your name?
Did you cancel the ticket?
If the CC was in your name, have you notified the CC issuer?
Have you notified your local law enforcement?
^^
All really good questions and good advice.
Nov 15, 2016, 7:41 pm
#388
Join Date: Mar 2011
Posts: 127
Nov 15, 2016, 9:04 pm
#389
Join Date: Sep 2009
Location: Global
Posts: 5,998
Nov 16, 2016, 7:36 am
#390
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,238
Maybe send a snail mail letter to Doug Parker's office, and someone from the executive staff can push the "investigation" along?