Jan 14, 2016, 5:43 am
Last edit by: medellinfein
Booking Award Seats on EY / Etihad Airways Using AA / AAdvantage Miles
Also see: Earning AA Miles EQM / EQD / EQS on EY / Etihad (master thread)
This thread is about how to book Etihad / EY award seats using AA AAdvantage miles, and sharing success stories. This wiki is new, so anyone with 90/90 who wishes to add helpful information is, of course, urged to do so.
NOTE:AA has removed most EY and QR award access from aa.com due to a glitch booking these:
Please see the archived threads for previous experiences:
Also see: Earning AA Miles EQM / EQD / EQS on EY / Etihad (master thread)
This thread is about how to book Etihad / EY award seats using AA AAdvantage miles, and sharing success stories. This wiki is new, so anyone with 90/90 who wishes to add helpful information is, of course, urged to do so.
NOTE:AA has removed most EY and QR award access from aa.com due to a glitch booking these:
From One Mile at a Time (link)
Bottom Line
For the time being you’ll have to call American if you want to ticket AAdvantage awards on Etihad & Qatar that aren’t for travel to & from the US or Canada. It makes sense that American took these awards “offline,” and now it also makes sense why so many passengers have been having issues with checked bags on awards.
Bottom Line
For the time being you’ll have to call American if you want to ticket AAdvantage awards on Etihad & Qatar that aren’t for travel to & from the US or Canada. It makes sense that American took these awards “offline,” and now it also makes sense why so many passengers have been having issues with checked bags on awards.
- You can now search or book awards for travel on EY (Etihad) on www.aa.com.
- You can search award availability on EY's website. Look only for seats on flights operated by Etihad Airways that are labeled as "GuestSeats". You can also search on ExpertFlyer
- Note: You may see more availability if you search on EY's website using itineraries that do not originate in the US. In other words, to potentially see more availability on a USA-XYZ segment, search for XYZ-USA-XYZ. Expertflyer does not report this additional availability (if any), and US-based agents probably will not be able to see or book it (but see further below for Fiji).
- To expand on this point a bit, it seems that even if you only want to fly USA-AUH (or to other foreign destinations, since they route through AUH), due to an EY website quirk you need to search AUH-USA-AUH in order to find available USA-AUH routes.
- You no longer have to call AA to book them. You may need to request the AA agent to look up the inventory one segment at a time in order to find the inventory in their system. OR:
- It is often or even typically the case that for first and business class awards US agents cannot see the award space that you see on Etihad's site. Your best bet, then, is to call AA Australia (+61 2-9101-1948 ) then press 3 - or the New Zealand number (+64 09-308-4014) (actually South African contractor Mindpearl in Fiji) or Singapore (+65 6349-8444) as an alternative - what you need is the specific call center which is actually in Suva, Fiji (I believe it's our old South African agency friend Mindpearl) or, according to recent reports, in Trinidad (since there have been some reports that the Fiji center has closed). You can put the EY segments on hold so you can flesh out the award afterward and/or pay the fees in USD through the US call center, or simply buy it through non-US call center if you think you won't be making subsequent routing changes (such as adding AA connecting flights within the USA) that would incur fees. (NOTE: calls may get picked up by the local Brisbane office, or rerouted to Trinidad or the USA. As noted, there are reports that the Fiji call center has closed, but people have still been able to book some of the time, particularly if they reach the Trinidad center since that seems to be the call center that yields the greatest success in late 2017 and 2018 - with the big caveat that there are at least as many failures as successes in calling there, including repeatedly. To increase the chances of success, you may have to call several times, since for some reason a given customer service representative at a given time won't see availability even if it shows at the EY site, but another CSR at the same center may be able to do so even a few minutes later. It's conceivable that this difference is due to some CSRs knowing how to search for award availability better than others do, but that's simply a matter of speculation at this point.)
- Note: EY award holds only last 72 hours...irrespective of what AA reservation hold email states
- Booking connections via AUH / Abu Dabhi using one award is now allowed.
- Get both AA and EY reservation codes/numbers: Upon booking with AA, make sure to get the EY reservation number as well as that of AA from the AA CSR, as without the EY number it will be difficult or impossible to deal with EY, such as for checking or managing your reservation online. And of course, if there is another airline involved in the reservation as well (such as BA), get its reservation number.
- A handy EY route map is here: http://flights.etihad.com/routemap.
- The applicable AAdvantage miles award chart is the oneworld and partner airlines award chart.
- Award routing rules are in the wikipost of this thread.
- If you find EY inventory from your continent but not your city of choice, as usual you can include any other AAdvantage award airlines in order to complete the itinerary. E.g. LHR-xAUH-DEL-xAUH-CDG on EY connecting to CDG-LHR on BA.
- WARNING: While this trick is great for new bookings (especially if you have patience to get lucky for call to be routed to Fiji office), modifying booking on partner airlines is always risky especially when an overseas center is involved, Your original seats are immediately released and while new reservation is supposedly confirmed, it may actually not the case until ticket desk actually issues ticket after approval of the partner liaison. Weekend/Holidays/Time-Difference can delay issuance of ticket and if something goes wrong, there is always risk of being SOL. (Mistakes by agents are rare but not unheard of).
- SEAT ASSIGNMENTS: You cannot choose seats until after ticketing. Even then, the regular web site will not allow seat assignments to be made for AAdvantage award bookings. The mobile site (which can be reached with either a mobile or a desktop browser) may work in some cases. Calling EY to make seat assignments always works, as long as you can give them the EY record locator, and as long as AA has issued the ticket (which can take a few days, you will get e-mail). Call 1-877-690-0767, press 1 for English, then 2 for First/Business, then 2 for existing bookings, then they will tell you the call is ending - but it's not: they have added "press 1 to speak to an agent", so finally, press 1 to continue the call. After this, you should have someone on the line quickly to help you. They will ask you a series of questions such as "What class are you traveling in?" and "Where are you going?" Alternatively, you can choose your seats on the Etihad website and app by using the EY record locator to find your award itinerary.
- Availability: EY award availability using AA miles can be fairly good, including in business and first class - IF you get past the big, aforementioned challenge of actually booking award seats that the EY site shows as available but that AA agents have trouble finding. But it ebbs and flows quite a bit in at least two respects (in addition to the general rule that the further in advance you seek availability, the better, as well as reports that availability is easier to find from one to three weeks before a flight): 1) availability showing at the EY site and 2) even if availability shows at the EY site, the ability of non-US call centers (especially the "least bad" ones for finding availability, which might have been Fiji and might now be Trinidad) to find that availability. So if the EY site is not showing availability for a given day or week, and if you have flexibility, check other dates. And if availability seems to be particularly constrained across many dates, particularly if you are searching many months in advance, check again periodically to see if this has changed (or arrange an alert via ExpertFlyer, if it provides such a service for EY flights).
- "Baby-sit" your tickets: Though this advice could apply to many award bookings, EY's systems can be glitchy and the airline apparently is going through some financial challenges. So it makes sense to check online or via phone occasionally with EY to make sure everything remains in order, particularly if there have been even minor changes in things like your flight times. And if there seem to be problems, including with checking in online or other procedures, the EY forum here at FT can be a source of useful advice about whether or not those problems are worth worrying about.
- Itinerary: You can use https://www.virtuallythere.com/new/login.html to enter your EY record locator and last name to 1)display your complete itinerary 2)save a pdf 3)add to outlook/ical 4)view ticket # and different times the ticket has been reissued
- AA lounge access: If you book a premium cabin itinerary on EY with domestic connections on AA, you will not be able to access the Admiral's Club during your domestic layovers because EY is not a member of OW.
Please see the archived threads for previous experiences:
- How to: Use AA Miles to Book Award on Etihad / EY (Archive - 2015 and earlier)
- Success stories booking awards on Etihad using AA miles (Archive - 2015 and earlier)
- Booking AA Award travel on Etihad / EY - [2015-17 ARCHIVE]
Booking AA Award travel on Etihad / EY (master thread July 2017 onwards)
Apr 9, 2020, 8:05 am
#1591
Join Date: Apr 2011
Posts: 217
shame but cant be helped how did you cancel and did you have to pay cancellation fees?
Apr 9, 2020, 10:25 am
#1592
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
Your options are to accept the change, find an alternative that is acceptable to you and has award availability, or cancel for redeposit of miles and refund of taxes. If you accept the change you can change back to F if it becomes available, or have the mileage difference between F and J redeposited. You can cancel your flights online, which leaves the ticket and award in place so you could re-use it up to one year from the original ticketing date. You will need to call for any adjustments, changes, or cancellations if you want the miles redeposited and taxes refunded. They will waive the redeposit fee because of the equipment change.
Apr 9, 2020, 11:41 am
#1593
Join Date: May 2013
Location: PHL
Programs: AA Gold, AF apologist
Posts: 207
Apr 9, 2020, 8:33 pm
#1594
Join Date: Jul 2016
Location: DC
Programs: AA PPRO, HH Diamond, National EE
Posts: 603
Completed my phone booking of my flight. The CSR charged me for the phone booking even though I could not book this flight, EY MLE-JFK, online. She said it was because it is not available in the US markets but is available in the Australia markets...??? Did I get screwed?
Apr 10, 2020, 5:24 pm
#1595
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
Completed my phone booking of my flight. The CSR charged me for the phone booking even though I could not book this flight, EY MLE-JFK, online. She said it was because it is not available in the US markets but is available in the Australia markets...??? Did I get screwed?
Apr 11, 2020, 1:48 pm
#1596
Join Date: Jul 2016
Location: DC
Programs: AA PPRO, HH Diamond, National EE
Posts: 603
In hindsight, it would have been better to ask the overseas agent to put it on hold rather than ticket, then call the US to ticket. In your case, I would call the US number and explain that you were unable to book this online and had to call, and ask if the agent can refund the phone booking fee. If was ticketed very recently, especially if within 24 hours, it shouldn't be too hard, but if it was longer ago they might need to go through refunds or customer relations.
Apr 11, 2020, 2:16 pm
#1597
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
I guess I spoke to soon. According to AA, EY took to long to ticket my ticket with them so they cancelled that portion of my award flight. Now I have to request it all again but the AUH-JFK portion is on “standby” waiting on EY. Even though my MLE-AUH on EY is already confirmed. I don’t see this ending well for me.
Apr 11, 2020, 2:54 pm
#1598
Join Date: Jul 2016
Location: DC
Programs: AA PPRO, HH Diamond, National EE
Posts: 603
They said they did and want me to wait until Tuesday to call back to AA about it. Issue is that the original flights got pulled in less than 48 hours from my locator so I guess I’ll be calling on Monday if it’s gone again.
Apr 11, 2020, 5:15 pm
#1599
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,605
I guess I spoke to soon. According to AA, EY took to long to ticket my ticket with them so they cancelled that portion of my award flight. Now I have to request it all again but the AUH-JFK portion is on “standby” waiting on EY. Even though my MLE-AUH on EY is already confirmed. I don’t see this ending well for me.
Apr 11, 2020, 5:31 pm
#1600
Join Date: Jul 2016
Location: DC
Programs: AA PPRO, HH Diamond, National EE
Posts: 603
What would your suggestion be? Should I tell them to refund my miles and then rebook? I just checked and there is still availability on the AUH-JFK for the flight I want.
Apr 11, 2020, 7:17 pm
#1601
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,605
If there is availability on flights to rebook, then I would suggest booking a new flight , getting the miles back on the messed up award and getting the new booking ticketed. If you can book through Australia, book it there and then if not ticketed within 24 hours phone back and the agent will speak to the ticketing people to get it ticketed
Apr 17, 2020, 7:56 am
#1602
Join Date: Aug 2018
Posts: 101
Sigh am at wit's end. See 2 seats on EF and on Etihad site itself for 2 O first class award seats in the apartment AUH-JFK flight 101. I have called NZ and AUstralia reservations numerous times in past week - but they cannot see the seats. Couple times they passed me back to USA, who saw the seats but could not book them.
Is there a good customer service line to call that is reliable and can see the seats and book them, or another reason why AA cannot see or book? attached are screen shots.
Expert Flyer availablity
Etihad site availablity
Is there a good customer service line to call that is reliable and can see the seats and book them, or another reason why AA cannot see or book? attached are screen shots.
Expert Flyer availablity
Etihad site availablity
Apr 17, 2020, 9:29 am
#1603
Join Date: Apr 2020
Posts: 1
Sigh am at wit's end. See 2 seats on EF and on Etihad site itself for 2 O first class award seats in the apartment AUH-JFK flight 101. I have called NZ and AUstralia reservations numerous times in past week - but they cannot see the seats. Couple times they passed me back to USA, who saw the seats but could not book them.
Is there a good customer service line to call that is reliable and can see the seats and book them, or another reason why AA cannot see or book? attached are screen shots.
Is there a good customer service line to call that is reliable and can see the seats and book them, or another reason why AA cannot see or book? attached are screen shots.
Apr 17, 2020, 10:14 am
#1604
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
There's a reason so many posts in this forum keep repeating the same advice: call multiple countries over and over, and do this at multiple times during a day. It seems to depend to a great extent as to which call center and which agent you reach. Sometimes people have luck calling the US, sometimes Australia, sometimes New Zealand, sometimes Hong Kong, sometimes Singapore, etc. Sometimes people have luck calling during the day, sometimes in the morning, sometimes in the afternoon, sometimes in the evening, sometimes late at night. If you want the seats, keep calling. What I do is every few hours I run down the list of countries. So far, I've always been able to eventually get them ticketed.
Apr 17, 2020, 12:11 pm
#1605
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,605
Sigh am at wit's end. See 2 seats on EF and on Etihad site itself for 2 O first class award seats in the apartment AUH-JFK flight 101. I have called NZ and AUstralia reservations numerous times in past week - but they cannot see the seats. Couple times they passed me back to USA, who saw the seats but could not book them.
Is there a good customer service line to call that is reliable and can see the seats and book them, or another reason why AA cannot see or book? attached are screen shots.
Is there a good customer service line to call that is reliable and can see the seats and book them, or another reason why AA cannot see or book? attached are screen shots.
If there is a connecting EY flight in the itinerary, is there availability when checking for XXX-JFK on the Etihad site?