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Expecting disappointment, I was pleasantly surprised by Agent actions in Miami

Expecting disappointment, I was pleasantly surprised by Agent actions in Miami

Old Nov 28, 16, 11:50 pm
  #1  
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Expecting disappointment, I was pleasantly surprised by Agent actions in Miami

First off I despise AA.. Terrible customer service, and all in all not a good airline.. Unfortunately I have to fly them over 100K a year (Sans AA Status)

So yesterday I'm in the MIA Admirals Club awaiting a flight to Cancun.. It shows as delayed.. So I relax a bit more.. I get a call from a Miami number.. It's the gate agent telling me the flight is loaded and they are waiting on me. Very friendly manner and whatnot. So I rushed to the gate, and the gentleman reopened the door and escorted me onto the plane.. I have to say I am blown away! I didn't get his name, but I will be writing a compliment to AA right away. I'm totally impressed! Don't know what happened with the delay?
What a class act guy.. In Miami of all places!
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Old Nov 29, 16, 12:27 am
  #2  
 
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Cool story
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Old Nov 29, 16, 12:34 am
  #3  
 
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If only more people posted the good stories vs the complaints I think customer service would get better for all industries. They get their a$$es kicked daily for things they have no control over and a thank you from a passenger goes a long way...... Ripples in the bigger picture.

Kindness wins.
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Old Nov 29, 16, 1:18 am
  #4  
 
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That's fantastic service! And like was already said: pretty surprising to hear that happened at MIA. I've gotten gate agent calls a few times (a couple times at my home airport BNA and once in YVR; YVR was CX, though). Two of those times I had moved to a different flight, but I appreciate that extra effort every time!
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Old Nov 29, 16, 6:27 am
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Wait. I'm still stuck on you flying then over 100k per year without status. Ya know, just filling out that little card would make you exec plat after a year of flying with them. Don't get that. And for an airline you hate you have a membership to their lounge? There's a lot about your story I'm trying to understand.
I agree that we need more good stories like this one. They are out there -- like Greg at RDU (desk agent) who went above and beyond for me in the middle of Thanksgiving rush. We just all need to tell these stories more often because they are out there
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Old Nov 29, 16, 8:21 am
  #6  
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Originally Posted by Carteeb View Post
Wait. I'm still stuck on you flying then over 100k per year without status. Ya know, just filling out that little card would make you exec plat after a year of flying with them. Don't get that. And for an airline you hate you have a membership to their lounge? There's a lot about your story I'm trying to understand.
I'm with you.
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Old Nov 29, 16, 10:53 am
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Glad to hear it.

I'm guessing OP did have some type of status. Either that, or the GA is the employee of the year. I've seen them quickly cancel passengers who weren't there 15 minutes prior.
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Old Nov 29, 16, 11:15 am
  #8  

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I too am stuck on the 100K no status but in the lounge. FWIW - I suspect that this was an international journey possibly with bags checked in. The agent pulled the PNR saw the mobile number and called rather than go through the whole process of removing the bag. In my former life I used to do this. Even though the carrier I worked for specifically banned the practice.
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Old Nov 29, 16, 11:32 am
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Maybe, like me, the OP has status with OW which would give lounge access while not having status with AA?
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Old Nov 29, 16, 12:31 pm
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I'm assuming that the OP must have been OW Emerald or possibly paid F pax.
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Old Nov 29, 16, 1:26 pm
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I received a "where are you?" call from an AA GA in MIA earlier this year. The funny thing, though, was that I was already on the plane. I guess the BP scanner didn't register.

FWIW, I'm PLT, but was in economy. The flight was international.
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Old Nov 29, 16, 2:17 pm
  #12  
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Award Travel

Award travel would be a possible explanation why someone can travel 100k in a year, have no status and still have access to AC (lounges).
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Old Nov 29, 16, 7:29 pm
  #13  
 
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Thanks for posting this. People on this site seem determined to go around MIA looking under rocks for things to complain about. I've had no issues there on about a hundred trips over 20 years. The facilities have gotten much better, and if you have Pre-Check it sure beats coming through FIS at ORD/LAX/JFK (at certain times).
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Old Nov 29, 16, 7:59 pm
  #14  
 
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I once got a call from a gate agent in London, while at home in the States, asking me whether I was going to take the AA flight I had booked. This was after many, many days of IRROPS in the aftermath of the 2010 eruption of Eyjafjallajökull, and I had already made my own way home. Nonetheless, I was impressed. So it does happen .
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Old Nov 29, 16, 8:53 pm
  #15  
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Originally Posted by Dr. HFH View Post
I'm with you.
One World Emerald... No bags checked.
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