On aa.com, one uses the "Contact Us" function, and the menu offers

AA Customer Relations

to be used, in accordance with the instructions box to the right,

Contact For:
• Past Travel Experience
• Praise/Compliments
• Concerns/Complaints
• Suggestions/Comments

Submenu is:
Options include:

Compliment/Complaint/Comment

Address:

AA Customer Relations invites customers to send comments or inquiries via mail, fax or email.

U.S. Mail
American Airlines Customer Relations
P.O. Box 619612 MD 2400
DFW Airport, TX 75261-9612

Overnight Mail
American Airlines Customer Relations
4255 Amon Carter Blvd. MD 2400
Fort Worth, TX 76155-2603

Fax
Fax: 817 967-4162

Email AA Customer Relations...

This brings up an online e-form - if anything required (indicated with an asterisk) is left out or entered in an unacceptable format, or unacceptable characters are used, or the message exceeds 1,500 characters, the form will error out.


AAdvantage Customer Service (unde rthe AAdvantage menu) is to be used, accoridng to the box with instructions, for

Contact For
• earning and using miles
• Promotion registration
• Elite status and benefits
• Questions about miles that have not been credited to your account (Allow 5 days after completion of travel for AA flights and approximately 60 days for all other participants)
• Account problems

18008828880 (Customer Service / Award Travel number) issues
 

Why is it that a week later when I call award travel I cannot get through the phone menu? It changes suddenly and I continue to hear this "weather delay" excuse. Then I can never get international award travel on the phone to change my dates? This is inexcusable.

AAdvantage Customer Service Escalation path
 

I just finished a very unsatisfying interaction with Aadvantage customer service. Gist of it is that I have 98K+ miles earned this year and have taken an additional two overseas flights worth 8K miles (enough for Exec Plat status). The earlier flight was on Dec 6, operated by American marketed by Iberia. I waited the required 15 days to submit the missing miles request and then another week before calling. Due to a system problem, the request did not get submitted to Iberia, so now I'm looking at potentially 30 more days to wait for the status I earned after they resubmit today. The AAdvantage supervisor (Samantha M) refused to allow me to speak to any level above her and said there is no further escalation allowed. I requested that they grant EP status immediately as an exception and was also refused. This is the typical horrible customer service I've grown accustomed to on the "new" AA. Hard to believe, but USAir was way better.

Anyway, is there another escalation path besides ACS? Is there an e-mail address for the CEO, Doug Parker?

Thanks.

Welcome to FT. I understand your frustration, but if you consider this incident as "horrible customer service" then I recommend you stop flying airlines all together.

AA admitted a system issue and re-submitted your request, they say it can be 30 days but most of my partner airline missing mileage requests are completed within a week. Not sure what else you could accomplish by escalating further or emailing Doug Parker. Asking for EXP status immediately is unreasonable and I can see why AA said no.

You can send in a webform asking that your complaint be escalated. That is the escalation path. Do not hold your breath. While I don't doubt that your version of the facts is correct, you can likely imagine the # of people calling in at this time of year claiming that they are due "emergency" EXP status.

Hope that what may take 30 days, doesn't take 30 days and understand that it ain't any different anywhere else.

Also remember that the EQM don't need to post before the year end, they will be posted with the correct effective date on them so if you flew before the end of this year they will still count in this year's total.

I can understand your frustration. What I would do is scan or take a readable picture of your BP (which is why I always get a paper BP). Call AAdvantage CS back and offer to send in a copy of your BP. You might be able to get this resolved well short of 30 days.

To the OP, welcome. You're going to have to deal with posts like this that may seem accusatory or pedantic at some times.

As many have said, definitely start to get paper boarding passes, it's a quicker way to get AA to resolve issues (even when you talk to the EXP line), because they do not allow escalations over the phone any more. We all have an opinion on why this is and why it may be helpful/harmful to their customer service reputation, but try to see through these. The good thing is that you earned your EXP, and it will come. How soon with the "new" customer service, is anyone's guess.

Expecting that EP status be granted immediately is unreasonable

The details need to be submitted to IB and then IB will have to confirm that it is eligible for credit and credit with the appropriate miles

At that point you will receive EP status

Given that the membership year runs from 1 March , you will still get 1 years worth of EP status even if it takes 30 days

The agent is not being unreasonable at all in not just granting the status. The flights that are being claimed may, for example, be ones that IB would not grant credit for

Welcome to Flyertalk, betor1.

We have merged your new thread into this one we've started for AAdvantage Custimer Service issues and contact information, as that is what you're seeking (we do have a "missing miles" thread, http://www.flyertalk.com/forum/ameri...solidated.html, but you have a greater issue than that - so here.)

Be sure to check out the wiki post at the top of the page.

/Moderator

Very helpful, thanks
 

Did you miss the part where I followed all the required processes and now am looking at waiting an additional 30 days on top of the first 30, all for a flight which was operated by AA and for which u have a hard copy BP with my AA FF # on it? You seem to also miss the part where the miles haven't posted automatically, which is a reasonable expectation. If you are the type of person who regularly responds to posts, I believe I'll take my questions elsewhere. In the future, try either answering the question or ignoring the post.

A problem happened submitting the request to IB. That's life. Assuming that the flight is eliigible for miles and that the miles awarded allow you to pass the 100k mark , you will be granted EP status

If this was an AA flight, it might have been a lot easier for an agent to process the miles manually; with a partner flight , the partner has to award the miles

That AA will not just bow down and grant status is not terrible customer service , but the expected customer service

Does AA reply to customers who submit employee compliments still? If so, how long does it usually take? Replies on this thread seem to focus on complaints. I'm EXP and would have expected a reply within a few days. Someone went out of their way and deserves to be acknowledged...want to make sure they were. I was going to call in with the reference number at the bottom of the auto-reply, but figured I'd ask folks here first

Email Response time.
 

I sent an email to: [email protected]

on the 24th of november about some UL segments that I wanted to claim miles for. I have AA gold status but rarely fly AA due to a combination of living in ME/Asia and AA being an allround terrible airline. How long will the response take? Thanks in advance.