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Booking AA Award travel on Etihad / EY (master thread July 2017 onwards)

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Old Jan 14, 2016, 5:43 am
FlyerTalk Forums Expert How-Tos and Guides
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:

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.
  • 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: NOTE: From AUH to the USA you will receive full USCBP Pre-Clearance in Abu Dhabi and will arrive in the USA as a domestic flight. However, AA and at least some other airlines (AS) will still demand International to Domestic MCT be met for ticketing purposes.
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Booking AA Award travel on Etihad / EY (master thread July 2017 onwards)

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Old Nov 12, 2023, 10:16 am
  #2116  
 
Join Date: Jan 2009
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Originally Posted by Chgo2AD
I’ve been keeping an eye out on one way availability from AUH-US in a premium cabin and nothing was showing until this am. I was able to find first class availability to IAD on most days over the next few weeks. Hopefully we will start to see more flights come available soon.
I am seeing the same, but can't seem to book online, with AA U.S. call centers, or via AA overseas call centers. They just don't see the GuestSeat availability that I see on the EY website. I am stumped.
NightTripper is offline  
Old Nov 30, 2023, 5:50 pm
  #2117  
 
Join Date: Aug 2021
Posts: 134
Originally Posted by louie-m
You need to keep trying until you find an agent who understands the issue as this ticket will need to be reissued with the correct baggage allowance.
Any magic words or suggestions for the agent? Each agent I talk to just pulls up the Etihad chart and tells me how many checked bags I'm allowed. I try to say that it's in the ticket/fare conditions and they say yeah, our chart shows you have xx bags.

Originally Posted by lkmsdfo344e
I had the same issue last year. Twitter support reps were able to resolve it, It took a couple of tries
Sadly, I don't use twitter...
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Old Dec 1, 2023, 3:11 am
  #2118  
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I guess the restrictions are getting worse? Not seeing Apartments anymore. Up until recently those were showing up at least on LHR-AUH within 2-4 weeks or so from departure.

This will be the second time apartments has been put out of reach for me (pandemic ruined the first one). Ugh!
joecool1885 is online now  
Old Dec 1, 2023, 1:12 pm
  #2119  
 
Join Date: Aug 2021
Posts: 134
An EXP desk agent was able to resolve my issue. They knew exactly what I was talking about when I called up. For others experiencing the same problem, I suggest HUCA until you get a knowledgeable agent.
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Old Dec 6, 2023, 6:25 am
  #2120  
 
Join Date: Oct 2019
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So is the current strategy.. go on the Etihad site.. find an award with "guestseat" availability then HUCA EXP line until you get an agent who can "find" it? Is it still true that if it shows up as guestseat availability it should be technically bookable on AA?
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Old Dec 7, 2023, 5:51 am
  #2121  
 
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Originally Posted by ambush276
So is the current strategy.. go on the Etihad site.. find an award with "guestseat" availability then HUCA EXP line until you get an agent who can "find" it? Is it still true that if it shows up as guestseat availability it should be technically bookable on AA?
I've now tried half a dozen times to get a business class seat showing on the Etihad site for the lowest of the various guestseat rates, calling the general Australia (where I am) line but without success. I don't think I've had problems more than once in the past and booked maybe six Europe - Australia or vv trips. So I'm interested to hear in other people's recent experience.
louie-m is offline  
Old Dec 7, 2023, 1:16 pm
  #2122  
 
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Originally Posted by NightTripper
I am seeing the same, but can't seem to book online, with AA U.S. call centers, or via AA overseas call centers. They just don't see the GuestSeat availability that I see on the EY website. I am stumped.
I called into AA and they had no issue moving me from the flight I was on to the EY AUH-IAD flight in first. There were 4 of us and took the 4 tickets that AA and Etihad showed as available.
Chgo2AD is offline  
Old Dec 18, 2023, 3:28 pm
  #2123  
 
Join Date: Oct 2011
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Originally Posted by louie-m
I've now tried half a dozen times to get a business class seat showing on the Etihad site for the lowest of the various guestseat rates, calling the general Australia (where I am) line but without success. I don't think I've had problems more than once in the past and booked maybe six Europe - Australia or vv trips. So I'm interested to hear in other people's recent experience.
Has anyone had success booking Etihad first/business flights with "guestseat" availability recently? I found JFK/AUH and AUH/LHR flights with first "guestseat" availability for next summer on Etihad site. I tried EXP line and also Australia agent and no luck.
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Old Dec 19, 2023, 6:31 pm
  #2124  
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Originally Posted by Kpeters1
Has anyone had success booking Etihad first/business flights with "guestseat" availability recently? I found JFK/AUH and AUH/LHR flights with first "guestseat" availability for next summer on Etihad site. I tried EXP line and also Australia agent and no luck.
EY currently seems to only release seats to partners two months in advance - regardless of GuestSaver availability. Flights that show on AA within the next two months are bookable, further out isn't - no difference in how they show up on the EY site.
louie-m and APFanboy like this.
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Old Dec 22, 2023, 6:18 pm
  #2125  
 
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Originally Posted by Smiley90
EY currently seems to only release seats to partners two months in advance - regardless of GuestSaver availability. Flights that show on AA within the next two months are bookable, further out isn't - no difference in how they show up on the EY site.
Not in my experience. Seems that at the moment it's impossible to book EY F via AA Miles, within any timeframe. Calling Australia, US or anything else doesn't help. They can only see Economy, despite F being available on EY website.

Regards,

El Puerco Volante
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Old Dec 22, 2023, 7:08 pm
  #2126  
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Originally Posted by El Puerco Volante
Not in my experience. Seems that at the moment it's impossible to book EY F via AA Miles, within any timeframe. Calling Australia, US or anything else doesn't help. They can only see Economy, despite F being available on EY website.

Regards,

El Puerco Volante
I was only talking about J, F has been on shaky grounds for a long time. Including that blip that they released it and then cancelled it for. I'd mark EY F down as totally unavailable. And the EY website as mostly useless, since J seems only available 60 days out no matter what the website says - and within 60 days, AA seems to show what's bookable accurately.
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Old Dec 23, 2023, 4:38 am
  #2127  
 
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The situation with F is most annoying. There are some routes where EY F has no real alternative on AA miles.

If anyone manages to find F and book it - please report back!

Regards,

El Puerco Volante
El Puerco Volante is offline  
Old Dec 24, 2023, 3:49 am
  #2128  
 
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Originally Posted by Smiley90
EY currently seems to only release seats to partners two months in advance - regardless of GuestSaver availability. Flights that show on AA within the next two months are bookable, further out isn't - no difference in how they show up on the EY site.
Thank you for that post. Can I ask if you have worked this out through trial and error or have you heard this from some sort of official source?
louie-m is offline  
Old Dec 24, 2023, 8:49 am
  #2129  
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Originally Posted by louie-m
Thank you for that post. Can I ask if you have worked this out through trial and error or have you heard this from some sort of official source?
A lot of trial and error. But the Blogs posted the same thing a couple days ago (after I posted it here, I want to add! ), so I like to think I'm onto something.
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Old Dec 27, 2023, 4:00 pm
  #2130  
 
Join Date: Jun 2009
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A competent AAgent confirmed to me on the phone that AA doesn't have any access to EY F inventory anymore for mileage bookings.

According to him this has been the case for some time and they have no idea if it will be ever back.

This sucks and if not solved pronto I will avoid using AAdvantage in future.

Now you can expext a post on the usual blogs with this very same info, saying that their sources confirmed it, while they simply stole (as usual) the info from this forum

Regards,

El Puerco Volante
El Puerco Volante is offline  


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