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AA Concierge Key / ConciergeKey / CK members lounge (master thread)

Old Dec 18, 2015, 12:53 pm
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Last edit by: Prospero
American Airlines ConciergeKeySM / "CK" Program (by invitation only)
(Includes Executive Platinum status and Admirals Club membership)


NOTE: For questions such as "How can I get Concierge Key?" or "This is my spend: will I get CK?" Please refer to the How do I make / making AA Concierge Key / ConciergeKey / CK?thread

Also see AA Concierge Key invitations / renewal for 2019 status (out early 12/2018).


13 Apr 2020: AAdvantage extends CK status is extended automatically until Jan 31, 2022.

"The ConciergeKey Program is an exclusive program that American Airlines has for our very top customers. This is by invitation only and a very exclusive club." (Billy Sanez for AA)

ConciergeKey Services are provided to a select group of VIPs to facilitate travel on AA. The program is offered on an invitation basis only and is targeted at customers who control travel policy for large organizations. Customers who generate a high amount of revenue for AA may also be invited into this program (possibly those who spend upwards of US$60k a year on travel with AA).

Services provided include airport escorts and pre-boarding (seems variable, more likely during OSO?); assistance with flight changes, seat changes, and upgrade requests via their own dedicated telephone line. In addition, there is the ability to communicate directly with ConciergeKey associates via a dedicated email address. ConciergeKeySM representatives will also monitor day of travel of ConciergeKey members and will proactively reroute or rebook travel when necessary. ConciergeKey status allows check-in at First Class counters, as well as access to elite lines through security at certain airports. Miles and copay upgrades with copay waived.

ConciergeKey is now a distinct elite tier, above Executive Platinum. ConciergeKey benefits include membership to the Admirals Club, international miles upgrades with copayment waived, as well as two additional System-Wide Upgrades (SWU's) as part of CK membership.

CK members have access to Flagship Check-in on any flight, and CK will have Flagship Lounge access when flying a OneWorld airline.

As of 1 Jan 2017, Concierge Key members have upgrade requests prioritized over all other tiers: CK members have an upgrade window of (up to) 120 hours (Executive Platinum member's will retain the 100 hour upgrade window). CK members will board ahead of other passengers.

Regarding Concierge Key tier benefits coming in 2017, please see: New Concierge Key Benefits for 2017: New CK Elite Status Tier

Please: do respect members' privacy by refraining from asking for overly personal information and details relating to ConciergeKey membership or nomination. If your question receives no response, consider the member chooses not to reply, as is his/her right.

Boarding Area's AAdvantageGeek's blog shows the card and documents here.

Previous threads:
ConciergeKey AA Premium Service (ARCHIVED)
ARCHIVED: AA Concierge Key / ConciergeKey / CK (2014 consolidated)

Updated 18 Aug 2019 by ikwia to reflect CK being a distinct elite tier and to clarify the FL access requirement
Updated 25 Jul 2017 by JDiver
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AA Concierge Key / ConciergeKey / CK members lounge (master thread)

Old Jan 28, 2024, 11:18 am
  #2851  
FlyerTalk Evangelist
 
Join Date: Dec 2004
Location: East Coast
Programs: AA CONCIERGE KEY & 1MM, HILTON DIAMOND
Posts: 11,970
Originally Posted by Seat1H
Hello friends
I have been a CK for almost 4 years, trying to qualify every year and being loyal to American Airlines reached a tipping point for me, this year i realized is not worth it, not even close.

Let me explain why

1) When paying for a Business class seat on a widebody international flight, you have to wonder what aircraft you will get, what business class config you will get, if its a 787-8 you get those rocking chairs which are ridiculous, only seats 5A and 5H are detached.
2) 777 aircraft some have zodiac and some have b/e, if you get zodiac its the same issue as the 787-8, paying all that money to have an uncomfortable flight makes no sense to me at all. Just did a CLT-MAD-CLT with Zodiac both ways on a 777 a week ago that made me make this post and move to some other airline. Enough with the stressing of booking the right seat in business class.
3) The amenity kits on international flights are a joke, honestly a joke considering you are paying at least anywhere from 4K to 7K on a round trip flight, South America or Europe.
3) Meet and greet is nice, when you get it (Not always provided)
4) Tarmac transport is basically non existent, i had probably only 2 in my 4 years
3) Boarding process is not enforced, half the place boards group 1 ( I know you get preboard with CK but sometimes they dont even do that, they call group 1 directly )
4) Planes are getting old and no plans of modernizing the fleet, Delta is doing a much better job on this ie Airbus 350
5) Domestic flights first class, you get a drink and a snack out of a basket in first, not even a bottle of water, other airlines understand you are paying more so they give more.
6) After reaching almost 2 Million miles flown in AA I had enough, the airline doesnt meet the standards of what they are offering anymore. I think its all downhill from here for AA
7) I gladly ditched my metal tags, I already booked my first international flight in Delta, leaving in a week, i did a status match with Delta so im going to try them out.

I didnt even pick my rewards, i reached the 250K level and there they are, just waiting because i doubt I will fly AA again in 2024.

This is just my personal opinion
I completely agree with you, but don't let AA get to you. Remember that at certain thresholds you can select AAdvantage miles and use those to fly 5-star airlines like Cathay and Qatar. If you do that, AA will actually have to pay partners for the award you redeemed.
fly747first is offline  
Old Jan 28, 2024, 11:26 am
  #2852  
FlyerTalk Evangelist
 
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 30,391
Originally Posted by fly747first
AA will actually have to pay partners for the award you redeemed.
That sounds so satisfying doesn't it??
enviroian is offline  
Old Jan 28, 2024, 11:27 am
  #2853  
 
Join Date: Jul 2004
Location: Live: IWI; Work: DCA/Everywhere; Play: LAS/SJU/MLE
Programs: AA EXP, DL PM, Hyatt Glob, Marriott Ambassador/LTP, Nat'l Exec Elite, LEYE Gold
Posts: 6,748
Welcome to FT!

But man, DL sure sucks on a lot of their planes. Maybe it's because I know AA better, but I have a much better sense of what I'm going to get on AA vs. tiny footwell and general lack of persional space on DL lie-flats.
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platbrownguy is offline  
Old Jan 28, 2024, 10:03 pm
  #2854  
FlyerTalk Evangelist
 
Join Date: Dec 2004
Location: East Coast
Programs: AA CONCIERGE KEY & 1MM, HILTON DIAMOND
Posts: 11,970
Originally Posted by enviroian
That sounds so satisfying doesn't it??
Can you keep a secret? It feels heavenly to do it!
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Old Feb 5, 2024, 6:44 am
  #2855  
LIH
 
Join Date: Feb 2016
Location: ORD | LGA | 2E
Programs: UA GS 1.7MM UC | AA CK 0.7MM AC | Bonvoy Ambassador | Hyatt Globalist | Hertz PC
Posts: 1,068
Originally Posted by Seat1H
Hello friends
I have been a CK for almost 4 years, trying to qualify every year and being loyal to American Airlines reached a tipping point for me, this year i realized is not worth it, not even close.

Let me explain why

1) When paying for a Business class seat on a widebody international flight, you have to wonder what aircraft you will get, what business class config you will get, if its a 787-8 you get those rocking chairs which are ridiculous, only seats 5A and 5H are detached.
2) 777 aircraft some have zodiac and some have b/e, if you get zodiac its the same issue as the 787-8, paying all that money to have an uncomfortable flight makes no sense to me at all. Just did a CLT-MAD-CLT with Zodiac both ways on a 777 a week ago that made me make this post and move to some other airline. Enough with the stressing of booking the right seat in business class.
3) The amenity kits on international flights are a joke, honestly a joke considering you are paying at least anywhere from 4K to 7K on a round trip flight, South America or Europe.
3) Meet and greet is nice, when you get it (Not always provided)
4) Tarmac transport is basically non existent, i had probably only 2 in my 4 years
3) Boarding process is not enforced, half the place boards group 1 ( I know you get preboard with CK but sometimes they dont even do that, they call group 1 directly )
4) Planes are getting old and no plans of modernizing the fleet, Delta is doing a much better job on this ie Airbus 350
5) Domestic flights first class, you get a drink and a snack out of a basket in first, not even a bottle of water, other airlines understand you are paying more so they give more.
6) After reaching almost 2 Million miles flown in AA I had enough, the airline doesnt meet the standards of what they are offering anymore. I think its all downhill from here for AA
7) I gladly ditched my metal tags, I already booked my first international flight in Delta, leaving in a week, i did a status match with Delta so im going to try them out.

I didnt even pick my rewards, i reached the 250K level and there they are, just waiting because i doubt I will fly AA again in 2024.

This is just my personal opinion
I think the value of CK depends highly on your flying pattern.

I take ~100 flights a year, maybe 15-20% of those are INTL with 80-85% domestic. I fly OAL for my INTL fares. Everything is booked up front for me so I can maintain both GS & CK pretty easily. I have found CK to be wildly superior for domestic travel. If I flew something closer to 50/50 INTL/domestic I may not feel that way, but then again, I also wouldn't be qualifying for CK then if I was holding all my INTL bookings away from AA.

DL is not a viable option for me ex-ORD. AA is absolutely mopping the floor with UA ex-ORD right now on all things service/experience related.
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LIH is offline  
Old Feb 6, 2024, 8:00 pm
  #2856  
 
Join Date: Oct 2003
Programs: BA GGL, AA EXP and former CK, DL Plat, UA Gold MM
Posts: 493
Originally Posted by Seat1H
Hello friends
I have been a CK for almost 4 years, trying to qualify every year and being loyal to American Airlines reached a tipping point for me, this year i realized is not worth it, not even close.

Let me explain why

1) When paying for a Business class seat on a widebody international flight, you have to wonder what aircraft you will get, what business class config you will get, if its a 787-8 you get those rocking chairs which are ridiculous, only seats 5A and 5H are detached.
2) 777 aircraft some have zodiac and some have b/e, if you get zodiac its the same issue as the 787-8, paying all that money to have an uncomfortable flight makes no sense to me at all. Just did a CLT-MAD-CLT with Zodiac both ways on a 777 a week ago that made me make this post and move to some other airline. Enough with the stressing of booking the right seat in business class.
3) The amenity kits on international flights are a joke, honestly a joke considering you are paying at least anywhere from 4K to 7K on a round trip flight, South America or Europe.
3) Meet and greet is nice, when you get it (Not always provided)
4) Tarmac transport is basically non existent, i had probably only 2 in my 4 years
3) Boarding process is not enforced, half the place boards group 1 ( I know you get preboard with CK but sometimes they dont even do that, they call group 1 directly )
4) Planes are getting old and no plans of modernizing the fleet, Delta is doing a much better job on this ie Airbus 350
5) Domestic flights first class, you get a drink and a snack out of a basket in first, not even a bottle of water, other airlines understand you are paying more so they give more.
6) After reaching almost 2 Million miles flown in AA I had enough, the airline doesnt meet the standards of what they are offering anymore. I think its all downhill from here for AA
7) I gladly ditched my metal tags, I already booked my first international flight in Delta, leaving in a week, i did a status match with Delta so im going to try them out.

I didnt even pick my rewards, i reached the 250K level and there they are, just waiting because i doubt I will fly AA again in 2024.

This is just my personal opinion
I thought I was alone. What happened when airlines tried to outpace one another to get you and me excited by the little things?

I find myself trying to actively dodge the abysmal onboard catering on my AA F transcon regular flights. I feel the loss of AA abandoning Flagship First Dining at LAX. And now even at the beautiful Chelsea Lounge at JFK you have to negotiate a bizarrely cumbersome ordeal to access a shower now as much as you need to work it to get a pour of a genuinely premium glass of champagne. On Saturday, I watched a german cockroach running across the floor at JFK Chelsea Lounge and just wanted to leave.

Add a bunch of little stuff together, and my gut feels like AA doesn't desire to offer anything special or premium at this time. It's all feeling more and more like smoke and mirrors.

The lounge food at LAX Flagship I once looked forward to is low quality garbage despite the creative names and recipes... it is universally and consistently poor. And that transcon F plastic amenity kit you refer to is so useless and depressing that i find myself tossing it aside without opening it each time I'm onboard.

I only recently took a DL domestic F flight from MSY to LAX and was shocked that the onboard meal surpassed the quality of anything I've experienced on AA in F in the past 3 years. The takeaway of all these little things leads me to think AA has abandoned customers like you and me.

I will miss the expedited Flagship entry lobby at hubs LAX and JFK, the AA people I've known for years, but not the onboard product or downward trending experiences that is on a deliberate path toward something uninspired. I no longer have any reason to keep the AA world elite mastercard.

I'm not convinced any of these airline loyalty schemes make sense at all anymore. I feel like a detective who is reaching the ah-hah moment figuring out objectively that none of it amounts to much at all. You helped with that.

Again, thanks for sharing your insights on what looks like a beneficial AA exit plan. Maybe the grass isn't greener at DL for a premium customer, but at least my brain will appreciate the change.
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Last edited by cyber1k; Feb 6, 2024 at 8:17 pm
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Old Feb 6, 2024, 10:33 pm
  #2857  
formerly wchinchen
 
Join Date: Sep 2013
Location: Honolulu
Programs: AA CK, UA 1K, Hyatt Globalist
Posts: 1,483
Originally Posted by cyber1k
I thought I was alone. What happened when airlines tried to outpace one another to get you and me excited by the little things?

I find myself trying to actively dodge the abysmal onboard catering on my AA F transcon regular flights. I feel the loss of AA abandoning Flagship First Dining at LAX. And now even at the beautiful Chelsea Lounge at JFK you have to negotiate a bizarrely cumbersome ordeal to access a shower now as much as you need to work it to get a pour of a genuinely premium glass of champagne. On Saturday, I watched a german cockroach running across the floor at JFK Chelsea Lounge and just wanted to leave.

Add a bunch of little stuff together, and my gut feels like AA doesn't desire to offer anything special or premium at this time. It's all feeling more and more like smoke and mirrors.

The lounge food at LAX Flagship I once looked forward to is low quality garbage despite the creative names and recipes... it is universally and consistently poor. And that transcon F plastic amenity kit you refer to is so useless and depressing that i find myself tossing it aside without opening it each time I'm onboard.

I only recently took a DL domestic F flight from MSY to LAX and was shocked that the onboard meal surpassed the quality of anything I've experienced on AA in F in the past 3 years. The takeaway of all these little things leads me to think AA has abandoned customers like you and me.

I will miss the expedited Flagship entry lobby at hubs LAX and JFK, the AA people I've known for years, but not the onboard product or downward trending experiences that is on a deliberate path toward something uninspired. I no longer have any reason to keep the AA world elite mastercard.

I'm not convinced any of these airline loyalty schemes make sense at all anymore. I feel like a detective who is reaching the ah-hah moment figuring out objectively that none of it amounts to much at all. You helped with that.

Again, thanks for sharing your insights on what looks like a beneficial AA exit plan. Maybe the grass isn't greener at DL for a premium customer, but at least my brain will appreciate the change.
I came to AA late, and was always a DL flyer since my teenage years. After experiencing AA for a few years now; I believe AA has an identity problem and has no direction from management. Maybe it's a ship that has been redesigned, remodeled, and helmed by too many people without a clear destination.

I can see some of the residual bright points of AA, but AA is losing their lasting vestige to be above UA/DL on being premium: elimination of F, focusing on the wrong hubs (US Airway's, rather than AA hubs...looking at you LAX, which gets no love, but the dump PHX gets more attention), and infrequent flight schedules limited by their hub/spoke model.

DL/UA all have their issues. Best way to describe Delta, is that during COVID and currently, they have become a penny pinching airline, much more than AA has. I will tell you, AA did not cut much inflight costs during the height of the pandemic, serving full dinner meals, while DL served water and biscoff cookies for the longest time from HNL-continental US, and was the last airline to return full service for passengers. Only recently, has DL returned to full service meals while ridding their last COVID related inventories of paper box meals. Don't let the shiny SkyClubs and some new planes fool you, they were planned for implementation preCOVID, but alot of services and products have been watered down since COVID and never returned. Delta is just a mediocre airline that has alot of bells and whistles that cosmetically look great, but is superficial. Delta does offer random "delight" services, and you can get a tarmac transfer as a Diamond for tight connections or just randomly. UA has a solid network and schedule, but their AA CK equivalents are getting their benefits cut and watered down. UA is also penny pinching without any expressed plans to update their aging Polaris cabin at this time.

I think the days of airline loyalty is outnumbered, since we are at spend based programs now. Why not just buy the flight you want and purchase the perks you want in the first place?
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HaleiwaFlyer is online now  
Old Feb 7, 2024, 4:28 am
  #2858  
 
Join Date: Jun 2013
Location: FSD
Programs: AA CK, DL SM, UA PS, HH Diamond, Bonvoy Titanium , Hyatt Globalist, Global Entry, CLEAR
Posts: 462
Originally Posted by cyber1k
I thought I was alone. What happened when airlines tried to outpace one another to get you and me excited by the little things?
<Snip>

You're not alone. I've moved my primary spending away from AA. I've probably taken 30 ish flights since October, 2 on AA. I've never viewed loyalty as a one way street, but AA seems to have installed one way check valves on almost every point of service that has severely degraded both customer service and the onboard experience.

YMMV
jhalapin is offline  
Old Feb 7, 2024, 1:06 pm
  #2859  
formerly wchinchen
 
Join Date: Sep 2013
Location: Honolulu
Programs: AA CK, UA 1K, Hyatt Globalist
Posts: 1,483
Originally Posted by jhalapin
<Snip>

You're not alone. I've moved my primary spending away from AA. I've probably taken 30 ish flights since October, 2 on AA. I've never viewed loyalty as a one way street, but AA seems to have installed one way check valves on almost every point of service that has severely degraded both customer service and the onboard experience.

YMMV
I haven't been a CK for long; what do you feel are the biggest changes (good or bad) to the CK program compared to the past 5-10 years?
HaleiwaFlyer is online now  
Old Feb 7, 2024, 3:32 pm
  #2860  
 
Join Date: Jun 2013
Location: FSD
Programs: AA CK, DL SM, UA PS, HH Diamond, Bonvoy Titanium , Hyatt Globalist, Global Entry, CLEAR
Posts: 462
Originally Posted by HaleiwaFlyer
I haven't been a CK for long; what do you feel are the biggest changes (good or bad) to the CK program compared to the past 5-10 years?
I was CK by corporate nomination for 3 years (2016-19) and re-qualified this year from last years LPs. The CK team used to be a lifesaver for me. They had the authority to do almost anything for Keys (and usually did).

When I rejoined the program this year I was surprised that the level of service had fallen so much. One of my first calls to the CK line was to get rebooked out of MCI because my flight had gone mx and was delayed 8 hours. There were 2 or 3 additional flights out of MCI that day and I called in and tried to invoke the next flight guarantee. CK agent had no idea what I was talking about and told me all the flights were full and the next flight they could get me on was the following day (Saturday). I again tried to invoke NFG and was told that "we don't do that".

Luckily I had saved the cell phone of one of the DFW CK agents and blind called hoping someone would pick up (they rotate phones and not all are used everyday). I got Tracee on the line and she was appalled that I had such a bad experience. She got me on the next flight out of MCI (sorry guy or gal that got bumped for me).

Again, when I joined again this year I almost always got a meet and greet or cart ride to the FSL/AC. If not I *always* got at least a phone call or text letting me know my next gate and time and that they were following my flights. That lasted from April until about June. Once June hit I don't think I had any contact from a CK agent for 3 months (with a couple of exceptions) and that included LHR where they have ALWAYS had someone meet and pre-board Keys. I literally flew 12 of those 14 weeks, including several trips to LHR and AMS. I felt abandoned.

Given that I always purchase premium cabin seats I no longer saw the value of loyalty that was one way. So I started flying airlines/schedules that made the most sense for me. Sometimes it's AA, sometimes one of the other domestic airlines. These days I almost always fly non-domestic for TATL or TPAC flights. Finnair or BA to AMS these days, Royal Thai to Bangkok, Iberia from Europe to South America etc.

Sadly, I miss the excellent service that the CK team used to provide. Oh how the mighty have fallen.

Had I kept flying exclusively on AA this year I would likely been over 1.5 million LPs and would have certainly re-qualified from my small home airport.

As always, your mileage may vary.

Last edited by jhalapin; Feb 7, 2024 at 4:36 pm
jhalapin is offline  
Old Feb 8, 2024, 8:38 am
  #2861  
 
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 jhalapin
I was CK by corporate nomination for 3 years (2016-19) and re-qualified this year from last years LPs. The CK team used to be a lifesaver for me. They had the authority to do almost anything for Keys (and usually did).

When I rejoined the program this year I was surprised that the level of service had fallen so much. One of my first calls to the CK line was to get rebooked out of MCI because my flight had gone mx and was delayed 8 hours. There were 2 or 3 additional flights out of MCI that day and I called in and tried to invoke the next flight guarantee. CK agent had no idea what I was talking about and told me all the flights were full and the next flight they could get me on was the following day (Saturday). I again tried to invoke NFG and was told that "we don't do that".

Luckily I had saved the cell phone of one of the DFW CK agents and blind called hoping someone would pick up (they rotate phones and not all are used everyday). I got Tracee on the line and she was appalled that I had such a bad experience. She got me on the next flight out of MCI (sorry guy or gal that got bumped for me).

Again, when I joined again this year I almost always got a meet and greet or cart ride to the FSL/AC. If not I *always* got at least a phone call or text letting me know my next gate and time and that they were following my flights. That lasted from April until about June. Once June hit I don't think I had any contact from a CK agent for 3 months (with a couple of exceptions) and that included LHR where they have ALWAYS had someone meet and pre-board Keys. I literally flew 12 of those 14 weeks, including several trips to LHR and AMS. I felt abandoned.

Given that I always purchase premium cabin seats I no longer saw the value of loyalty that was one way. So I started flying airlines/schedules that made the most sense for me. Sometimes it's AA, sometimes one of the other domestic airlines. These days I almost always fly non-domestic for TATL or TPAC flights. Finnair or BA to AMS these days, Royal Thai to Bangkok, Iberia from Europe to South America etc.

Sadly, I miss the excellent service that the CK team used to provide. Oh how the mighty have fallen.

Had I kept flying exclusively on AA this year I would likely been over 1.5 million LPs and would have certainly re-qualified from my small home airport.

As always, your mileage may vary.
Perhaps just coincidence but in the last month as a CK, I rarely had interactions with agents (even through ORD and DFW) in addition to oddball phone CK line calls regarding moving flights that were delayed or covered by waivers (on American metal).

Certainly an odd path going forward but perhaps the program just isn't as important to the bottom line as it used to be and the system-wide CK headcount is a reflection of that.

Not sure that I stand a chance of getting picked up again this year even with quite a bit of premium travel on AA metal and well over a million LPs.
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enpremiere is offline  
Old Feb 8, 2024, 10:07 am
  #2862  
 
Join Date: Jun 2013
Location: FSD
Programs: AA CK, DL SM, UA PS, HH Diamond, Bonvoy Titanium , Hyatt Globalist, Global Entry, CLEAR
Posts: 462
Originally Posted by enpremiere
<Snip>

Certainly an odd path going forward but perhaps the program just isn't as important to the bottom line as it used to be and the system-wide CK headcount is a reflection of that.

<Snip>
I can't imagine that could be true given that Keys are supposed to be *the* most valuable, highest spending and most profitable peeps in the Advantage program (if you believe the conspiracies surrounding nomination).

I think the whole customer service organization is in disarray and the CK agents have fallen with the rest of the organization. There are some *outstanding* CK agents that would literally take a bullet for you, but I think they have been stripped of most of the "powers" that gave them the ability to be super men/women. Given the fact that AA has just trimmed DFW and PHX by 600 or 700 customer service people and outsourced those positions, it's not going to get better anytime soon.

To say that I'm disappointed in AA leadership is quite the understatement. But I digress.

All that said, Delta and United are only marginally better CS wise. Delta has the best onboard experience (IMHO), but they both have the same MX and delay problems as AA, but they seem to recover more quickly and I like that Delta proactively throws miles at you for the smallest inconvenience. It speaks to Delta's philosophy regarding customer service and AA no longer has that philosophy or seems to care that their most profitable customers are moving away from the airline.
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Last edited by jhalapin; Feb 9, 2024 at 11:49 am Reason: I can't spell worth spit.
jhalapin is offline  
Old Feb 8, 2024, 11:13 am
  #2863  
 
Join Date: Jul 2022
Posts: 5
Originally Posted by jhalapin
I think the whole customer service organization is in disarray and the CK agents have fallen with the rest of the organization. There are some *outstanding* CK agents that would literally take a bullet for you, but I think they have been stripped of most of the "powers" that gave them the ability to be super men/women. Given the fact tat AA has just trimmed DFW and PHX by 600 or 700 customer service people and outsourced those positions, it's not going to get better anytime soon.
.
I have had one call very recently that was "meh," but the agent clearly wanted to do a good job, and I think I educated her a little along the way (not in a snarky way, but in a positive way). I really think that being a team player with them through agent this transition will make life better for everyone in the long run. Now, my husband (gold status) had a really frustrating one earlier this week, but it also resulted in an agent learning something. But even on that call, the agent wanted to do a good job and seemed to want to help; he just didn't seem to know what to do and/or how to do it. Of course we all want high will/high skill agents, but I'll take high will/low skill over the reverse any day, since that profile of agent will bring in someone else if they need to!
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nogoodideas is offline  
Old Feb 8, 2024, 6:16 pm
  #2864  
 
Join Date: Apr 2023
Location: DFW
Programs: AA CK, 4 MM Miler, Hyatt Globalist, Hilton Diamond, Marriott Platinum Elite, Avis President's Club
Posts: 51
FA had pictures of Entree Choice

First time I have ever had a FA have pictures of the 2 entree items. She was going row by row showing everyone her phone. Is this a thing now?
Marioparty is offline  
Old Feb 8, 2024, 6:27 pm
  #2865  
 
Join Date: Apr 2020
Posts: 256
Originally Posted by Marioparty
First time I have ever had a FA have pictures of the 2 entree items. She was going row by row showing everyone her phone. Is this a thing now?
Three flights in the past week, 2 of them had their phones showing meal photos, but I had a preorder for 1 so it didnt apply to me.

I am digging it.
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