AA Platinum bumped from Main Cabin Extra
Jul 6, 2016, 12:10 am
#1
Original Poster
Join Date: Sep 2007
Posts: 3
AA Platinum bumped from Main Cabin Extra
I selected a MCE seat upon purchase of my LHR -> LAX ticket, which appeared in the app even after check-in, however the printed boarding pass I received at LHR was for a seat in the main coach cabin. The response I received from AA was this: (basically that MCE seats for elites are considered "upgrades" and not confirmed until they know if they can sell the seat since they cannot "lose revenue" by "giving away" these seats - but how much revenue are they going to lose if all their elites jump ship to another program?!?). Note: I've been a platinum member for 5+ years and gold before that.
July 5, 2016
Thank you for contacting Customer Relations regarding your preference for a Main Cabin Extra seat.
I apologize for any confusion regarding advance seat assignments. Our records do not indicate that you purchased a Main Cabin Extra seat. While the purchase of a Main Cabin Extra seat is always optional and not required, even when a flight is full (customers without prereserved seats are assigned seats at the airport), it does guarantee a customer receives their desired seat.
I can understand your surprise and disappointment with the reassigned seat and its location. With respect to our Main Cabin Extra seating arrangements, seats that are expected to be unsold are released for assignment to elite members who have requested upgrades. Please understand that there is a market for these seats, and we must be able to sell this service to last-minute passengers who are willing to pay premium fares. We cannot dilute revenue from the sale of these seats by giving away 100% of our premium product for a complimentary upgrade.
Despite our best efforts, we are unable to guarantee specific seats will be available upon check-in. This applies to seats requested directly with our Reservations agents as well as to seating requested via our website. Operational challenges encountered throughout our routing system will occasionally affect the cabin configuration and pre-assigned seating for a specific flight.
We value your long-standing loyalty and support and are eager to continue the relationship we have enjoyed over the years. Please be assured we are all working hard to provide the high quality service you have every right to expect when traveling on America
Sincerely,
Lisa M.
Customer Relations
American Airlines
July 5, 2016
Thank you for contacting Customer Relations regarding your preference for a Main Cabin Extra seat.
I apologize for any confusion regarding advance seat assignments. Our records do not indicate that you purchased a Main Cabin Extra seat. While the purchase of a Main Cabin Extra seat is always optional and not required, even when a flight is full (customers without prereserved seats are assigned seats at the airport), it does guarantee a customer receives their desired seat.
I can understand your surprise and disappointment with the reassigned seat and its location. With respect to our Main Cabin Extra seating arrangements, seats that are expected to be unsold are released for assignment to elite members who have requested upgrades. Please understand that there is a market for these seats, and we must be able to sell this service to last-minute passengers who are willing to pay premium fares. We cannot dilute revenue from the sale of these seats by giving away 100% of our premium product for a complimentary upgrade.
Despite our best efforts, we are unable to guarantee specific seats will be available upon check-in. This applies to seats requested directly with our Reservations agents as well as to seating requested via our website. Operational challenges encountered throughout our routing system will occasionally affect the cabin configuration and pre-assigned seating for a specific flight.
We value your long-standing loyalty and support and are eager to continue the relationship we have enjoyed over the years. Please be assured we are all working hard to provide the high quality service you have every right to expect when traveling on America
Sincerely,
Lisa M.
Customer Relations
American Airlines
Last edited by JDiver; Jul 6, 2016 at 1:06 am Reason: Redact last name of employee per privacy rules
Jul 6, 2016, 2:15 am
#4
Join Date: Aug 2010
Location: Seat 1L these days :)
Programs: AF Platinum/AY LUMO/SK EBG/baEC S/HYATT Globalist/MR LTP/A3 *G/HH Dia/IHG plat
Posts: 7,957
That is a bunch of junk (AA response) if a elite chooses a MCE seat as is afforded to them by status at purchse it is not a "upgrade" if this happened to me MORE then once and this was their response then I would jump ship
But luckily AA allready gutted their program so I jumped ship
but I book TATL flights with AA SOLELY because I get to sit in MCE so if they are just going o bump elites whenever they so feel like then might as well book others.That said I have NOT been bumped DOWN by AA not even ONCE! IRROPS situations have left me with crap seats but thats life
Over all I am 97% happy with AA onboard and after aug 1, 15% with aadv
Perhaps just bad luck for OP but that response from AA would not go well with me!
Jul 6, 2016, 3:58 am
#6
Suspended
Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
Jul 6, 2016, 4:54 am
#7
Join Date: Apr 2009
Location: YYF/YLW
Programs: AA, DL, AS, VA, WS Silver
Posts: 5,950
Our records do not indicate that you purchased a Main Cabin Extra seat. While the purchase of a Main Cabin Extra seat is always optional and not required, even when a flight is full (customers without prereserved seats are assigned seats at the airport), it does guarantee a customer receives their desired seat.
Last edited by ashill; Jul 6, 2016 at 5:01 am
Jul 6, 2016, 5:00 am
#8
Moderator: American AAdvantage, Signatures
Join Date: Jan 2008
Location: London, England
Programs: UA 1K, Hilton Diamond, IHG Diamond Ambassador, National Exec, AA EXP Emeritus
Posts: 9,765
It's certainly not possible to do online... I wonder what a phone agent would do if a Platinum called and insisted on paying for MCE? Even thinking about that makes my brain hurt...
Jul 6, 2016, 5:03 am
#9
Join Date: Apr 2009
Location: YYF/YLW
Programs: AA, DL, AS, VA, WS Silver
Posts: 5,950
The sky-is-falling possibility is that this reflects new training for a forthcoming change that wasn't supposed to be public. However, my guess, based on very little, is that the wrong form letter explanation is more likely.
Jul 6, 2016, 5:54 am
#10
Suspended
Join Date: Jul 2007
Posts: 4,477
Since OP is flying LHR - LAX, the aircraft is 777-300ER
Thus the MCE in this aircraft is 3-3-3 against 3-4-3 in coach, plus more legroom in general.
So yes there is a premium attached to this seats due to more legroom and more width.
Yes these seats have a price tag for non-elite if you are not able to choose upon check-in.
OP should have asked when check-in and the ground staff sometimes can give the real reason if both (OP and staff) are friendly.
Unfortunately I would not be surprised when AA copy what DL is doing for its MCE version.
Next year all these MCE seats on B77W will be replaced by Premier Economy and the new MCE section will be as same as the Y seats in term of layout and width.
SO I say it is tough luck, but OP should press further to find out why he lost the seat assignment. But do expect this to happen more in near future before Premier Economy finally role out, or AA announces the same MCE procedure as Delta.
Thus the MCE in this aircraft is 3-3-3 against 3-4-3 in coach, plus more legroom in general.
So yes there is a premium attached to this seats due to more legroom and more width.
Yes these seats have a price tag for non-elite if you are not able to choose upon check-in.
OP should have asked when check-in and the ground staff sometimes can give the real reason if both (OP and staff) are friendly.
Unfortunately I would not be surprised when AA copy what DL is doing for its MCE version.
Next year all these MCE seats on B77W will be replaced by Premier Economy and the new MCE section will be as same as the Y seats in term of layout and width.
SO I say it is tough luck, but OP should press further to find out why he lost the seat assignment. But do expect this to happen more in near future before Premier Economy finally role out, or AA announces the same MCE procedure as Delta.
Jul 6, 2016, 8:37 am
#11
Join Date: Oct 2011
Location: DFW
Programs: AA EXP - Marriott LT Platinum - National Exec Elite
Posts: 1,112
The form letter makes no sense. MCE is an elite benefit. The elite was denied the benefit and got a non-sensical explanation.
Jul 6, 2016, 8:51 am
#12
Join Date: Jan 2011
Location: Philadelphia, PA
Programs: AAdvantage Exec Platinum, Hertz #1 Club Gold Five Star, IHG Platinum, Marriott Gold, HHonors Silver
Posts: 2,038
As the option for a Platinum or Executive Platinum to purchase an MCE seat does not exist in any way shape or form, it is impossible for this to be considered an "upgrade".
Jul 6, 2016, 9:11 am
#13
Join Date: Apr 2001
Location: DFW
Programs: AA EP 3MM, UA Silver, Bonvoy LT TIT, Hyatt Explorist, HH Silver, Caesars PLT
Posts: 7,259
Jul 6, 2016, 10:10 am
#14
Join Date: Apr 2009
Location: YYF/YLW
Programs: AA, DL, AS, VA, WS Silver
Posts: 5,950
Not for Golds, which is why the idea of a form letter for Golds makes some sense. Golds get a discount in advance or can get it for free within 24 hours, IIRC. A Gold who hasn't paid wouldn't have a clear claim on a MCE seat.
Jul 6, 2016, 10:32 am
#15
Join Date: Jan 2011
Location: Philadelphia, PA
Programs: AAdvantage Exec Platinum, Hertz #1 Club Gold Five Star, IHG Platinum, Marriott Gold, HHonors Silver
Posts: 2,038
If this was done within 24 hours, the same thing applies. A gold ONLY has the option of getting it for free. They cannot pay for the MCE seat even if they want to.
This is why saying an MCE seat is treated the same way as an upgrade is complete BS. It is either an agent that doesn't know what they are talking about or a VERY bad turn for AA to start implementing this.