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

Old Dec 18, 2015, 12:53 pm
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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 Apr 4, 2024, 8:35 am
  #3166  
 
Join Date: Nov 2022
Programs: Frequent AA Flyer
Posts: 176
Originally Posted by RichieMc
Why would you expect them to preboard CK when they don't preboard any BA elites? And the group 0 thing is brand new. BA still lets aliens baord in group 1 and Concorde Room access when flying on a bargain basement economy ticket to AMS or EDI. We have to suffer in group 2.
Well, I suppose as Im not nor have I ever been GGL, I didnt know whether they preboard you or not, which is why I asked.

Its hard enough keeping up with whatever changes AA makes to its own program, let alone trying to learn the ins and outs of BA or any other program as well.

And to be fair, as an occasional BA F passenger, observing what seems like half the plane preboard by the time those needing assistance and those with children are asked to come forward, it did not seem like an unreasonable question. 😀

If GGLs are not getting the same reciprocity with AA as BA is giving CKs, thats not good and hopefully one day that will change. I assume there arent huge numbers of either, so youd think it should be possible to implement without too much disruption or impact on either elite group.
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Old Apr 4, 2024, 2:33 pm
  #3167  
 
Join Date: Nov 2022
Programs: Frequent AA Flyer
Posts: 176
So I feel as though as I should know the answer to this after being a CK for as long as I have, but I guess Ive been lucky and havent had to deal with this issue yet over all these years.

Theres an problem with some LPs and miles being incorrectly posted, and Im not sure whats the easiest way to get this fixed. I called the CK line, but they said they couldnt help and transferred me to the customer service line which promptly told me there would be a 3 hour wait and would I like a return call. Im getting on a flight so that was not an option.

How have other CKs dealt with this? Is there a priority Advantage phone line, or an email address that youve used? Does the CK email work for these types of issues? Any help would be appreciated, thanks.
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Old Apr 4, 2024, 4:37 pm
  #3168  
formerly wchinchen
 
Join Date: Sep 2013
Location: Honolulu
Programs: AA CK, UA 1K, Hyatt Globalist
Posts: 1,419
Originally Posted by GoBirds
So I feel as though as I should know the answer to this after being a CK for as long as I have, but I guess Ive been lucky and havent had to deal with this issue yet over all these years.

Theres an problem with some LPs and miles being incorrectly posted, and Im not sure whats the easiest way to get this fixed. I called the CK line, but they said they couldnt help and transferred me to the customer service line which promptly told me there would be a 3 hour wait and would I like a return call. Im getting on a flight so that was not an option.

How have other CKs dealt with this? Is there a priority Advantage phone line, or an email address that youve used? Does the CK email work for these types of issues? Any help would be appreciated, thanks.
I would just use the automated system: Request miles. AA Miles Request

If LPs and miles don't post after that, would then maybe email the CK desk to see if they can get it fixed. I have emailed the CK desk to get AA LPs when AA canceled and they rebooked me on UA.
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Old Apr 4, 2024, 4:39 pm
  #3169  
 
Join Date: Jul 2019
Location: CLT
Programs: AA CK, Marriott Ambassador, Hyatt Globalist
Posts: 75
Originally Posted by GoBirds
So I feel as though as I should know the answer to this after being a CK for as long as I have, but I guess Ive been lucky and havent had to deal with this issue yet over all these years.

Theres an problem with some LPs and miles being incorrectly posted, and Im not sure whats the easiest way to get this fixed. I called the CK line, but they said they couldnt help and transferred me to the customer service line which promptly told me there would be a 3 hour wait and would I like a return call. Im getting on a flight so that was not an option.

How have other CKs dealt with this? Is there a priority Advantage phone line, or an email address that youve used? Does the CK email work for these types of issues? Any help would be appreciated, thanks.
This has happened once to me (that I noticed) a few months ago, and a quick email to the CK desk had it resolved within a few days (they responded very quickly - had forwarded it to the right department to get it fixed, and even confirmed once it was all set).
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Old Apr 4, 2024, 5:29 pm
  #3170  
 
Join Date: Aug 2014
Programs: AA CK, UA 1K, Hilton Diamond, Marriot Plat, Hyatt Globalist
Posts: 259
Originally Posted by GoBirds
So I feel as though as I should know the answer to this after being a CK for as long as I have, but I guess Ive been lucky and havent had to deal with this issue yet over all these years.

Theres an problem with some LPs and miles being incorrectly posted, and Im not sure whats the easiest way to get this fixed. I called the CK line, but they said they couldnt help and transferred me to the customer service line which promptly told me there would be a 3 hour wait and would I like a return call. Im getting on a flight so that was not an option.

How have other CKs dealt with this? Is there a priority Advantage phone line, or an email address that youve used? Does the CK email work for these types of issues? Any help would be appreciated, thanks.
Hopefully you are not referring the March CC debacle. I did have a situation where my LPs had declined. Never could figure out where or why it happened. Didn't have much proof other than doing screen shots daily. Never got resolved. I was told it had to do with some of my shopping portal activity that had posted twice and was taken out but I never saw where that had happened either.
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astebel is offline  
Old Apr 4, 2024, 11:14 pm
  #3171  
 
Join Date: Nov 2022
Programs: Frequent AA Flyer
Posts: 176
Originally Posted by HaleiwaFlyer
I would just use the automated system: Request miles. AA Miles Request

If LPs and miles don't post after that, would then maybe email the CK desk to see if they can get it fixed. I have emailed the CK desk to get AA LPs when AA canceled and they rebooked me on UA.
Originally Posted by StiTChEs37
This has happened once to me (that I noticed) a few months ago, and a quick email to the CK desk had it resolved within a few days (they responded very quickly - had forwarded it to the right department to get it fixed, and even confirmed once it was all set).
Thanks, I'm going to email the CK desk and see if they can help.

Originally Posted by astebel
Hopefully you are not referring the March CC debacle. I did have a situation where my LPs had declined. Never could figure out where or why it happened. Didn't have much proof other than doing screen shots daily. Never got resolved. I was told it had to do with some of my shopping portal activity that had posted twice and was taken out but I never saw where that had happened either.
Luckily I am not referring to any LP's or miles from CC spend, but from an actual trip, so at least it should be easy enough to prove the trip was completed and the LP's and miles should be easy to calculate.
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Old Apr 5, 2024, 5:03 pm
  #3172  
 
Join Date: May 2010
Location: DFW Area
Programs: AA ConciergeKey; Hyatt Globalist
Posts: 413
Random datapoint for the board. If anyone was wondering what the compensation is when AA is caught not following their upgrade priority procedures, its 20k miles (at least for a short flight on a regional jet).

the short version is I had a confirmed upgrade and when I went to the gate a few minutes before boarding, my boarding pass was completely gone. I went to the agent and they had no idea what happened but they not only gave my first class seat away, the flight was completely full. That was completely unacceptable and they managed to get me one seat all the way in the back but I did get back to Dallas from Little Rock on time. Wrote to the ck email address later that day. This was almost two weeks ago. Still never got an explanation.



April 5, 2024

Hello XXX:


We consider it a privilege to have you as a ConciergeKey member. As a valued AAdvantage member, thanks for writing us.

Undoubtedly, I understand the disappointment it must have been for you when your most recent trip did not turn out as you had hoped. We are aware that the comfort of our customers depends on their seat selection and other aspects when they fly with us.

We know that upgrade benefits are very important to our most frequent travelers, and we are very sorry that it appears that the upgrade list was not followed on your recent flight. I have documented all of your concerns regarding the ground staff. You deserve better.

As a tangible apology, and in hopes of restoring your confidence in us, I've credited your AAdvantage accountwith 20,000 bonus miles. The adjustment should be reflected in your account shortly.

We appreciate your perspective regarding our business, and we are glad you took the time to share your feedback. We want our customer journey to be the best in the industry and your feedback helps us identify areas of service where we need improvement.

XXXX, we are grateful for your AAdvantage loyalty, and hope to have the opportunity to rebuild your trust in us. It would be our pleasure to welcome you on board an American Airlines flight again in the future.





Sincerely,



[Name redacted]
Customer Relations
American Airlines
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Old Apr 5, 2024, 5:34 pm
  #3173  
 
Join Date: Jul 2019
Location: CLT
Programs: AA CK, Marriott Ambassador, Hyatt Globalist
Posts: 75
Originally Posted by davecraze
Random datapoint for the board. If anyone was wondering what the compensation is when AA is caught not following their upgrade priority procedures, its 20k miles (at least for a short flight on a regional jet).

the short version is I had a confirmed upgrade and when I went to the gate a few minutes before boarding, my boarding pass was completely gone. I went to the agent and they had no idea what happened but they not only gave my first class seat away, the flight was completely full. That was completely unacceptable and they managed to get me one seat all the way in the back but I did get back to Dallas from Little Rock on time. Wrote to the ck email address later that day. This was almost two weeks ago. Still never got an explanation.



April 5, 2024

Hello XXX:


We consider it a privilege to have you as a ConciergeKey member. As a valued AAdvantage member, thanks for writing us.

Undoubtedly, I understand the disappointment it must have been for you when your most recent trip did not turn out as you had hoped. We are aware that the comfort of our customers depends on their seat selection and other aspects when they fly with us.

We know that upgrade benefits are very important to our most frequent travelers, and we are very sorry that it appears that the upgrade list was not followed on your recent flight. I have documented all of your concerns regarding the ground staff. You deserve better.

As a tangible apology, and in hopes of restoring your confidence in us, I've credited your AAdvantage accountwith 20,000 bonus miles. The adjustment should be reflected in your account shortly.

We appreciate your perspective regarding our business, and we are glad you took the time to share your feedback. We want our customer journey to be the best in the industry and your feedback helps us identify areas of service where we need improvement.

XXXX, we are grateful for your AAdvantage loyalty, and hope to have the opportunity to rebuild your trust in us. It would be our pleasure to welcome you on board an American Airlines flight again in the future.





Sincerely,



[Name redacted]
Customer Relations
American Airlines

Thanks for sharing (also sorry that happened)! Curious what you and others think about this - but 20k seems (relatively) generous based on what Ive seen as gestures of goodwill when issues happen as a CK (even when clearly in the airlines control).

This made me think back over the past several years and when significant mechanical issues / system issues / etc happened AA would typically only apologize, but almost never offered anything. (to be sure, in the last 4 years I can prob count the number of times Ive complained in less than 1 hand). Yet as an EP, I almost feel as tho they were more proactive about providing gestures of goodwill (or a tangible apology havent heard that one before!).
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Old Apr 5, 2024, 5:35 pm
  #3174  
 
Join Date: Jan 2011
Location: STL/ORD/MCI/SAN
Programs: AA CK MM, AC SE100K, BA Gold, UA 1K, DL Plat, Hyatt Globalist, Hilton Diamond, Marriott Platinum
Posts: 1,990
Originally Posted by davecraze
Random datapoint for the board. If anyone was wondering what the compensation is when AA is caught not following their upgrade priority procedures, its 20k miles (at least for a short flight on a regional jet).

the short version is I had a confirmed upgrade and when I went to the gate a few minutes before boarding, my boarding pass was completely gone. I went to the agent and they had no idea what happened but they not only gave my first class seat away, the flight was completely full. That was completely unacceptable and they managed to get me one seat all the way in the back but I did get back to Dallas from Little Rock on time. Wrote to the ck email address later that day. This was almost two weeks ago. Still never got an explanation.



April 5, 2024

Hello XXX:


We consider it a privilege to have you as a ConciergeKey member. As a valued AAdvantage member, thanks for writing us.

Undoubtedly, I understand the disappointment it must have been for you when your most recent trip did not turn out as you had hoped. We are aware that the comfort of our customers depends on their seat selection and other aspects when they fly with us.

We know that upgrade benefits are very important to our most frequent travelers, and we are very sorry that it appears that the upgrade list was not followed on your recent flight. I have documented all of your concerns regarding the ground staff. You deserve better.

As a tangible apology, and in hopes of restoring your confidence in us, I've credited your AAdvantage accountwith 20,000 bonus miles. The adjustment should be reflected in your account shortly.

We appreciate your perspective regarding our business, and we are glad you took the time to share your feedback. We want our customer journey to be the best in the industry and your feedback helps us identify areas of service where we need improvement.

XXXX, we are grateful for your AAdvantage loyalty, and hope to have the opportunity to rebuild your trust in us. It would be our pleasure to welcome you on board an American Airlines flight again in the future.





Sincerely,



[Name redacted]
Customer Relations
American Airlines
AI response? 😜
metallo is offline  
Old Apr 5, 2024, 6:43 pm
  #3175  
 
Join Date: May 2010
Location: DFW Area
Programs: AA ConciergeKey; Hyatt Globalist
Posts: 413
I do think it was relatively generous, especially since it was a short flight. It was actually an award flight, so I got most of the miles back for that leg. This was the first time I have complained about anything to AA in around five or six years as a CK, and an EXP before that.
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Old Apr 5, 2024, 9:44 pm
  #3176  
 
Join Date: Mar 2024
Posts: 9
Renewal?

Originally Posted by dave_261
So it's April... any speculation on how and when the CK nominations will be handled this year? I'm curious if AA will manage CK more on a true membership year basis. Something like this:
- Mid- April: Renewals and new CK members notified (in theory, they could also notify people not getting renewed as well)
- April 30: Existing non-renewed CK's roll off the books
- May 1: New CK's join the program

This feels like a logical way for AA to manage a specific amount of CK's to avoid overloading the system during what otherwise would be an overlap period.

OK AA. It is time. Folks are planning trips now for the year and enough with the limbo. In my view, the only reason to continue chasing CK status is for the airport support which does come in handy with tight connections. If I could buy that unbundled to lock it in I would. Instead I try to chase CK each year which I assume but dont know kicks in at 5x or so EP status spend. If this is true Im happy and AA is happy. If it isnt true, well the next best thing is just taking the easiest route on every trip, paying for club status with every airline and hoping for the best. Or focusing the status hunt on other airlines (for me currently I have CK and Global Services, could swap out CK for Deltas offering). The uncertainty has gotten to be offputting coming into mid year. Let me know next week if I get to keep CK or not so I can plan my summer family travel with the future in mind. Creating ambiguity is not engendering loyalty, it is encouraging me to hedge with other options.
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Old Apr 5, 2024, 9:56 pm
  #3177  
 
Join Date: Apr 2017
Programs: Bonvoy ambassador - lifetime plat / Hilton diamond / hyatt globalist / AA CK baby!
Posts: 1,020
Originally Posted by davecraze
Random datapoint for the board. If anyone was wondering what the compensation is when AA is caught not following their upgrade priority procedures, its 20k miles (at least for a short flight on a regional jet).

the short version is I had a confirmed upgrade and when I went to the gate a few minutes before boarding, my boarding pass was completely gone. I went to the agent and they had no idea what happened but they not only gave my first class seat away, the flight was completely full. That was completely unacceptable and they managed to get me one seat all the way in the back but I did get back to Dallas from Little Rock on time. Wrote to the ck email address later that day. This was almost two weeks ago. Still never got an explanation.
it's not that they didnt follow their protocol for upgrades. you lost your seat and they gave it to someone else. is there any more to the story? did you come in on a late flight that made up some time in the air? Get rushed to the gate by premium services?

the failure point here was the lost seat.

losing an upgrade isnt a big deal. being able to get home as booked for a flight that operates normally *is*

if the issue is just you lost an upgrade I'd say 20k miles was VERY generous.
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Old Apr 5, 2024, 10:50 pm
  #3178  
 
Join Date: May 2010
Location: DFW Area
Programs: AA ConciergeKey; Hyatt Globalist
Posts: 413
I flew with a relative from Dallas to Little Rock. I booked the flight there and back - it was the same plane going and coming back.

The flight landed a few minutes late, but of course its the same plane going back. I checked both of my boarding passes before we got on in Dallas and all was well. I looked again before we landed in Little Rock and still fine.

By the time I got off the plane and waited like five minutes to reboard, the boarding pass back to Dallas disappeared.

they were short staffed in Little Rock so the gate agent was on the plane helping with the turn. By the time she came back it was just about time to board and I grabbed her immediately.

I dont know what she was looking at but said I see you were on this flight but I cannot see that you are confirmed now. She doesnt know what happened. She also said it was a completely full flight but found a seat when I persisted. I dont know if that seat was already open but I suspect it was open the whole time.

It was the AA customer agent said the upgrade list wasnt followed in the email she sent me after she researched it. I agree with you that I was removed from the flight. I really dont know what happened either and they have not been more specific.
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Last edited by davecraze; Apr 5, 2024 at 10:55 pm
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Old Apr 6, 2024, 2:15 am
  #3179  
 
Join Date: Apr 2017
Programs: Bonvoy ambassador - lifetime plat / Hilton diamond / hyatt globalist / AA CK baby!
Posts: 1,020
Originally Posted by davecraze
I flew with a relative from Dallas to Little Rock. I booked the flight there and back - it was the same plane going and coming back.

The flight landed a few minutes late, but of course its the same plane going back. I checked both of my boarding passes before we got on in Dallas and all was well. I looked again before we landed in Little Rock and still fine.

By the time I got off the plane and waited like five minutes to reboard, the boarding pass back to Dallas disappeared.

they were short staffed in Little Rock so the gate agent was on the plane helping with the turn. By the time she came back it was just about time to board and I grabbed her immediately.

I dont know what she was looking at but said I see you were on this flight but I cannot see that you are confirmed now. She doesnt know what happened. She also said it was a completely full flight but found a seat when I persisted. I dont know if that seat was already open but I suspect it was open the whole time.

It was the AA customer agent said the upgrade list wasnt followed in the email she sent me after she researched it. I agree with you that I was removed from the flight. I really dont know what happened either and they have not been more specific.
it sounds to me that AA's proactive rebooking system isnt smart enough to realize your inbound and outbound flights were literally the same plane. Since your inbound was late it bumped you off of your return flight. CKs are supposed to get a seat on the next flight when you misconnect, and in this case the next flight was the one you were supposed to be on. It wouldnt surprise me if the flight WAS full and she didnt just 'find' a seat after you persisted, but she followed the rules and overbooked the flight to get you home. meaning if all the other pax were checked in and present, someone with a boarding pass didnt get on the flight because you took their seat.
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Old Apr 6, 2024, 1:17 pm
  #3180  
 
Join Date: Nov 2022
Programs: Frequent AA Flyer
Posts: 176
Originally Posted by prufrocksabogado
OK AA. It is time. Folks are planning trips now for the year and enough with the limbo. In my view, the only reason to continue chasing CK status is for the airport support which does come in handy with tight connections. If I could buy that unbundled to lock it in I would. Instead I try to chase CK each year which I assume but dont know kicks in at 5x or so EP status spend. If this is true Im happy and AA is happy. If it isnt true, well the next best thing is just taking the easiest route on every trip, paying for club status with every airline and hoping for the best. Or focusing the status hunt on other airlines (for me currently I have CK and Global Services, could swap out CK for Deltas offering). The uncertainty has gotten to be offputting coming into mid year. Let me know next week if I get to keep CK or not so I can plan my summer family travel with the future in mind. Creating ambiguity is not engendering loyalty, it is encouraging me to hedge with other options.
As stressful and off putting as AAs secrecy and ambiguity can be as regards earning or maintaining CK status, I would guess on balance its probably a good business decision on AAs part.

Im sure there are some customers who ultimately become too frustrated with the current system and instead choose to either become a free agent or move entirely to another carrier. But at the same time, I would not be surprised at all if even more end up spending more than is necessary, or take less convenient flights, etc, in the hopes of earning or maintaining CK status.

And many of the latter are probably in the same situation Im in, which is that no other carriers network or schedule fits my travel needs nearly as well as AAs does, so even though I may like to think about moving much of my spend to another carrier, the reality is that there really are no better options available.

My personal wish, which Im almost certain will not be fulfilled, is that AA one day offers a replacement for the now mothballed Airpass program, which offered precisely the certainty of continued CK status that all of us want.
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