Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > American Airlines | AAdvantage
Reload this Page >

7/9/17 Flt 280 ICN-DFW - CX'd - Advice and How to Handle in the Future?

7/9/17 Flt 280 ICN-DFW - CX'd - Advice and How to Handle in the Future?

Old Jul 24, 17, 1:31 pm
  #1  
Original Poster
 
Join Date: Mar 2011
Location: Florida
Programs: US CP, MR Gold, SPG Gold, Hyatt Plat
Posts: 439
7/9/17 Flt 280 ICN-DFW - CX'd - Advice and How to Handle in the Future?

Fellow AA FTers,

Apologies for the length in advance.

After a whirlwind travel schedule for the past 3 weeks I finally have time to sit down and write this post which I've been meaning to do since July 9th. I'm writing this mostly because having an international return flight cancel on me while at a non-OW outstation was a new experience for me. I wanted to seek advice on how best to handle such situation in the future and provide a data point on how AA appears to handle such irrops.

I'm a current EP and was traveling on Flt 280 from ICN-DFW in paid J on the new 789. On the morning of departure my AA app had notified me that flight 280 had a new departure time of 18:30 from 17:30. I checked flightaware and it was indeed late getting out of DFW. No big deal and I was actually appreciative of AA notifying me of a delay in advance for once.

Events on the plane:

We boarded at the new boarding time and everything seemed to be operating smoothly. FWIW, seat 1A was very comfortable and I was looking forward to a decent nights sleep. About 10 minutes after I boarded, about 5 Korean Air mechanics came on board and headed towards the cockpit where they stayed for next 3-3.5 hours.

At about the 2 hour mark after boarding, I was notified on my AApp that I had been rebooked on a later connection to DCA and asked me if I am ok with the changes; another improvement that I appreciated seeing on the AApp.

Around the same time, I overhear the FAs and pilots doing some math in the forward galley regarding when overtime pay kicks in and more importantly at what point they became an illegal crew. FWIW, it sounded to me like overtime kicks in around 12 hours and they become illegal at something like 18 hours. I'm sure I'm misquoting them and I'm sure somebody on here can explain these rules better than I can.

At the end of the conversation they settled on 21:30 being zero hour for needing to cancel the flight. One of the mechanics appeared from the galley and gave a new ETA on completion for around 21:30 or 22:00. Thus, the decision was made to cancel the flight. The announcement was made on the PA and everyone was told to stay in their seats until an airport official gave us further instructions. The airport agent presented himself a few minutes later and explained that we would all need to re-clear immigration and anyone with duty free items would need to turn them in and collect them later.

FYI, the listed mechanical issue was an indicator light showing an issue with the flaps. For whatever reason they couldn't resolve if it was an issue with the indicator or an actual issue with the flaps. It also appears that this was the issue that held it up in DFW initially.

Events with the U.S. AA phone reps:

I immediately dial the U.S. EP number to start talking options. The reception on the plane was terrible so the call dropped at least 10 times before I could speak with an agent. Meanwhile, a cursory inspection of my ITA phone app informed me that there was a midnight QR ICN-DOH-IAD flight that would get me in the following day around 16:00, the alternative was a KE ICN-IAD direct departing at 10:00 on 7/10 and arrived in IAD at 11:00. Those seemed like the best options with the least connections. Returning via NRT and the 7/11 ICN-DFW were distant thirds as NRT required 2 connections and both got me into DCA around 00:30 7/11.

The first phone agent I speak with tells me that she can't do anything to my reservation as the flight does not show CX'd on her end and instead shows me as boarded on an active ticket. She was very friendly but told me that they needed at least 6 hours of lead time in order to put me on another carrier, thus, according to her the QR flight was not a viable option as it was departing in 3 hours. In addition, she also said that I was not allowed to return via the Atlantic Ocean so it had to be a eastbound flight. But she says the KE direct to IAD was a viable option and placed a "hold" on a seat for me. There was also 1 seat left in J on the 7/10 ICN-DFW which she held as well. The call dropped mid-conversation.

The next agent was also extremely friendly but also more helpful. He confirmed the previous agent held the two aforementioned flights but reiterated that he couldn't do anything as the flight was not showing it was cancelled. However, this time I was put on hold while he called "Ops" to see if they could release my ticket. This call drops as well before he could come back on the line but a minute later my AApp informs me that my flight was cancelled (which was about 30 minutes after we were informed on the plane). So either coincidental timing or the agent was successful in getting help from Ops.

I get a third agent on the phone who sees that the flight is cancelled and sees the two hold tickets on my reservation and asks me which flight I want. I mention to her the QR flight as it wasn't clear what the hotel situation would be (more on that in a moment) and she saw availability and asked if I wanted that flight instead. I mull it over for a second (QR has the better J seats vs. KE had angled J seats but was direct/got me into DC sooner/and I could probably upgrade to first) and decide that the KE direct was the best option and kept my fingers crossed on the hotel situation. She tickets it while on the phone and I'm good to go for the following morning. It goes without saying that all options presented to me were for J as that was the class of service I was booked in originally.

Events with ground staff:

During the time I was on the phone, J pax were being escorted off the plane first and walked back through immigration, then to baggage claim, then to arrivals. It appeared that the agents escorting us were a mix of Korean Air agents and ICN airport staff. Upon de-planeing they handed us a sheet that had the number to the local local Korean AA reservation number, which, to me, ruled out the possibility that I would find an agent to speak to in person. I overheard several J pax on the phone with these agents who seemed to be running into a brick wall. Apparently, the first option available was to return 3 days later. With that said, I don't know if the local Korean phone agents either:

1) didn't have the authority to force inventory open,
2) the pax were using upgrade instruments and that was the first flight with C space,
3) I truly grabbed the last available seat for the next 3 days, or
4) didn't have authority to rebook on other carriers.

Either way, it was clear that I was having more success getting rebooked than they were.

When we reached the arrivals hall, the same J pax who were on the phone began yelling at the ground staff asking how they were going to get rebooked, so it was clear that nothing was resolved with the local AA phone agents or at least to their liking.

From the arrivals hall we were escorted onto a bus and driven 30 minutes to a hotel. Our bus was the first to depart and was only about 3/4 full so I'm not sure what they did with the rest of the pax. Perhaps my expectations were low, but the hotel turned out to be quite nice and felt more like an executive apartment than a hotel. I can't remember the name of the hotel but it was not affiliated with any U.S. groups (e.g. Marriott, Hilton, SPG etc.) We were given dinner and breakfast vouchers upon check in and a stack of room keys were already prepared for our arrival. Dinner was buffet-style and pretty tasty. Room was quite nice.

Woke up the next morning without having received any further communication from AA. Upon checking out of the hotel I was given a bus voucher to use for the 30 minute trip back to ICN. Apparently the bus would depart in 30 minutes, taxi price was a flat $30 in local Won. Not wanting to wait I taxied back to the airport.

Check in with KE was smooth. I asked about upgrading to F using miles (Chase transfer partner) or cash since the flight showed space on EF. In addition, this flight used the old angled 2-3-2 business seats. I was told that I couldn't upgrade using cash as there was no fare difference to calculate and couldn't use miles as it was a "restricted" ticket. I tried again with the another KE agent airside but was given the same answer.

The KE flight was uneventful other than I was hoping to get some sleep but the angled seats were terrible. On the bright side, their soft product was great.

Two days later I receive an unsolicited email from AA apologizing for the cancellation and issued me 20k miles as compensation. I hadn't submitted a complaint so that was a nice proactive gesture.

Overall, I think the U.S. phone agents did a great job getting me home and the overnight accommodations exceeded expectations However, given that this was an outstation with contract Korean Air agents it was clear that nothing was going to get resolved in person. The ground staff's primary concern was to get us through immigration/custom, to retrieve our bags, and to the buses. Thus their sole focus was to herd everyone through those checkpoints. However, there should have been someone at arrivals to speak to in person to help get rebooked, it was clear that most people did not know how they were going to get home. When asked by pax who to speak to regarding rebooking they all shrugged their shoulders.

Takeaways:

1) When abroad, always have the ability to make calls back to the U.S., don't rely on wifi. I was fortunate that my employer pays my cell plan so I didn't have to incur the roaming charges. Explore international data/voice plan options before you leave the country.

2) When it appears that things are going south, get on the phone with AA immediately, there are now ~250 displaced pax that need seats to get home and a finite amount of seats open to rebook into.

3) To the extent possible, know what flight options are available before calling.

Questions:

1) I spoke to several passengers on the bus ride that said AA was unwilling to rebook them on another flight. I don't know the details of their reservations/status etc, but why was I extended that courtesy while others weren't? Because I was paid J, an EP, combination of the two, some other reason?

2)Are there clear parameters as to when an AAgent can rebook a pax on another carrier? I assumed that because AA was using contract KE agents that they had an agreement in place to put passengers on their equipment in the event of irrops even though they aren't members of OW.

3) Regarding the general comments by the first AAgent about rebooking on different carriers, has anyone heard of this 6 hour rule? And is it true that you can't be rebooked to cross the other ocean in the situation of irrops? I know that's a rule for award tickets, perhaps that's what she had in mind? It seemed to me that all bets were off in this situation and all I needed to do was pick a flight to get home and they would book me on it.

4) Regarding compensation, is 20k miles normal for this sort of situation? I've never submitted a complaint to AA before (not because everything goes right, I just never get around to submitting it) so I don't know what the usual pay scale is for complaints.

Apologies again for the length, please respond if you have any thoughts. Always appreciative of the collective wisdom FT has to offer.

Go Gators

Last edited by GNVGator; Jul 24, 17 at 3:41 pm
GNVGator is offline  
Old Jul 24, 17, 2:53 pm
  #2  
 
Join Date: Nov 2016
Posts: 721
I don't have any advice to add, but I want to commend you on your post. Unfortunately it's not often you see well written posts like this anymore.
shimps1 is offline  
Old Jul 24, 17, 3:27 pm
  #3  
 
Join Date: Mar 2015
Posts: 1,322
My wife was on your flight and did hit a brick wall dealing with the local Korean AA Office.

She said that they had trouble speaking English and did not seem empowered to do anything other than find space for her on the next available AA Non-stop and either did not understand or were unwilling to look at other airlines.

She emailed me and I called the 800 line from the states and as you outlined the flight was not cancelled immediately in the system and the agents in the states were somewhat powerless to do anything.

However I got a really nice fellow on the phone who called ops and was able to determine that the flight was indeed cancelled, got them to do whatever was necessary to allow the agent to work on it and he rebooked her on Asiana ICN-LAX-DFW the following day.

She did miss the bus to the AA paid for hotel, but she did not care and was happy to be rebooked for the following day and she stayed at the Hyatt at the airport on her own dine.

AA to date has not offered us any miles nor reached out to us and honestly I don't think she cares, she was just happy to have it all work out.
kmersh is offline  
Old Jul 24, 17, 3:48 pm
  #4  
Original Poster
 
Join Date: Mar 2011
Location: Florida
Programs: US CP, MR Gold, SPG Gold, Hyatt Plat
Posts: 439
Originally Posted by shimps1 View Post
I don't have any advice to add, but I want to commend you on your post. Unfortunately it's not often you see well written posts like this anymore.
I appreciate it, the knowledge gained from FT over the years has gotten me out of more than a few problems in the past, I wanted to at least share my experience for the data points and get of a full understanding of what was available to me in case it happens again.

Originally Posted by kmersh View Post
My wife was on your flight and did hit a brick wall dealing with the local Korean AA Office.

She said that they had trouble speaking English and did not seem empowered to do anything other than find space for her on the next available AA Non-stop and either did not understand or were unwilling to look at other airlines.

She emailed me and I called the 800 line from the states and as you outlined the flight was not cancelled immediately in the system and the agents in the states were somewhat powerless to do anything.

However I got a really nice fellow on the phone who called ops and was able to determine that the flight was indeed cancelled, got them to do whatever was necessary to allow the agent to work on it and he rebooked her on Asiana ICN-LAX-DFW the following day.

She did miss the bus to the AA paid for hotel, but she did not care and was happy to be rebooked for the following day and she stayed at the Hyatt at the airport on her own dine.

AA to date has not offered us any miles nor reached out to us and honestly I don't think she cares, she was just happy to have it all work out.
Good to know, OZ would have been a good option, I didn't know if non-OW carriers were eligible to be rebooked on but I figured they since they had KE contract agents working the AA flight that they had an agreement in place for rebooking with them.

I have no idea what criteria go into the compensation offer decision. It may be worth writing in saying that there weren't enough buses and you had to pay out of pocket for the hotel in exchange for miles.

Glad she made it home.

Go Gators

Last edited by GNVGator; Jul 24, 17 at 4:05 pm
GNVGator is offline  
Old Jul 24, 17, 3:49 pm
  #5  
 
Join Date: Mar 2010
Location: DEN, SCL
Programs: Double OWE (AA EXP, QF Plat), FI Gold, UA 1K
Posts: 1,885
Nice post and I'm glad everything worked out (for you and kmersh's wife!). I wish more people kept calm and managed their experience as well as you.

In my experience (usually on flights to EZE or SCL out of DFW) cabin and status make a difference. I've been put up at the Grand Hyatt at DFW when in J or F while other pax have been shuttled to an offsite hotel, and over the last two or three years, I've had proactive compensation miles deposited for every significantly delayed or canceled flight, as you say you did. I've heard that the number of miles changes based on certain criteria, but I have no proof of that. My colleagues all earn kilometers on LATAM, so there was no way for them to receive miles, and they all told me that there was nothing else offered them as compensation.
zpaul is offline  
Old Jul 24, 17, 5:32 pm
  #6  
FlyerTalk Evangelist
 
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,688
Originally Posted by GNVGator View Post
1) I spoke to several passengers on the bus ride that said AA was unwilling to rebook them on another flight. I don't know the details of their reservations/status etc, but why was I extended that courtesy while others weren't? Because I was paid J, an EP, combination of the two, some other reason?
I'd put money on the EXP status. I called when my LAX-HKG was cancelled at the gate in March and got rerouted on Cathay, with my upgrade to business still in place. Flight was around 8 hours after my original AA departure. I only saw two other passengers in the transfer area with me, as we were all dealing with an AA contract worker who was marshaling us around. Seems like everyone else went to the airport hotel and took the delayed AA flight the following day (it was in Macau and did not make it to HKG due to low fuel). I had already been delayed on my incoming LAX-HKG the week before and wasn't ready for another airport hotel. I wanted to get home.

3) Regarding the general comments by the first AAgent about rebooking on different carriers, has anyone heard of this 6 hour rule?
It may be related to what I ran into at Cathay in HKG after I was rerouted over to them. CX would not issue boarding passes until the baggage was transferred from AA. That took about 3 hours to happen. I sat with two other passengers in the transfer area, one who was Concierge Key, waiting for the process to complete. Once they had our bags in their physical possession, they they were able to issue boarding passes.

4) Regarding compensation, is 20k miles normal for this sort of situation?
Probably better than normal. I've had two international delays this year and they gave me 10,000 for one (15 hour overnight delay LAX-HKG) and 15,000 for the other (8 hour delay on a reroute to CX HKG-SFO).

Last edited by tom911; Jul 24, 17 at 5:37 pm
tom911 is offline  
Old Jul 24, 17, 5:34 pm
  #7  
 
Join Date: Feb 2008
Location: TPA
Programs: WP
Posts: 372
Originally Posted by GNVGator View Post
4) Regarding compensation, is 20k miles normal for this sort of situation? I've never submitted a complaint to AA before (not because everything goes right, I just never get around to submitting it) so I don't know what the usual pay scale is for complaints.
I was compensated 10k miles proactively by AA for a 12 hour delayed MIA-EZE flight in paid J when the co-pilot/first officer fell sick before push back. This is after we have boarded and sitting on the tarmac for 90 minutes.

As this was the last MIA-EZE flight and by the time we de-boarded, it was past midnight, no re-booking options were available, plus most passengers and myself couldn't secure hotel rooms from AA and slept on the floor, including F passengers. A few AA ground staff actually walked off their post as they have been dealing with multiple cancellations for the day and have been screamed at for hours by passengers.

I didn't submit a complaint to AA or ask for more compensation. Looking back, I think I should have as I lost a few non refundable charges for tours scheduled at Buenos Aires.
island82 is offline  
Old Jul 24, 17, 5:42 pm
  #8  
 
Join Date: Apr 2017
Programs: AA, DL, Avis, Enterprise, National, IHG, HH, SPG/MR
Posts: 1,852
Originally Posted by GNVGator View Post
Fellow AA FTers,

Apologies for the length in advance.

.....<snip>...

Apologies again for the length, please respond if you have any thoughts. Always appreciative of the collective wisdom FT has to offer.

Go Gators
I suspect there were a lot variables involved here, but would guess that EXP and paid J were at least some factor.

Last edited by JDiver; Jul 24, 17 at 8:59 pm Reason: Redacted lengthy post quote
kb9522 is offline  
Old Jul 24, 17, 6:23 pm
  #9  
 
Join Date: Oct 2015
Location: SFO
Programs: AA EXP, SPG / Marriott GLD, HHonors GLD
Posts: 505
My guess is that your status afforded you such quick access to several alternatives, because you were able to dial the EXP line in the US. These agents would've been more empowered / capable of acting quickly to help you. It's pretty clear that the others in AA J were not given such service and instead had to deal with less empowered, local AA employees not as versed or proactive in rebooking

Your J ticket opened up the opportunity to interline into J seats for multiple routes. I don't necessarily think you would've been treated any differently on a Y ticket - just obviously interlined onto a Y ticket. Had you been on an SWU, you might've been treated differently (there are differing stories on SWUs and protection - a lot of the time if you take the interline you're losing the upgrade). Maybe you got some more compensation miles / the proactive offer wouldn't have occured without a complaint if you were in Y, etc

Great cautionary tale on acting quickly when situations like this change, and very well - written post. I've also found that using twitter in air to contact AA reservations can be helpful if it looks like you're going to misconnect. Whenever I have a flight that gets cancelled I try to (1) get to an AC if there is one, and (2) dial EXP in the meantime or if there is no AC (using Skype via wifi if i have to and the country doesn't participate in the $10/day AT&T program)
lds89 is offline  
Old Jul 24, 17, 6:47 pm
  #10  
 
Join Date: Sep 2000
Location: New York, New York
Programs: AS MVP ; Free Agent Super Duper Diamond Treasure Chest ;)
Posts: 4,433
As others have mentioned, a very well written post indeed.

On another note, did you double dip the miles? Get the original AA mileage credit, as well as the KE miles on a Skyteam carrier or (my preference) Alaska?
knit-in is offline  
Old Jul 24, 17, 8:57 pm
  #11  
 
Join Date: Jun 2010
Location: ROC/NYC/MSP/LAX/HKG/SIN
Programs: AA 1.75MM EXP EMD, UA 1.31MM LT *G, DL SM, AS MVPG 75K, Marriott LT PLT(PP)/ICH AMB PLT/Hertz PC
Posts: 3,207
Great post to read! While I appreciate the points you have made, I believed that:

1. In IRROPs MX, you should not have to worry about C space. As long as it's 'positive space', you should be good. C space should only be looked into in schedule change, SDC, or weather waivers.

2. The fact that you can use data to search flights, and call AA in international locations suggests this is absolutely one of the best case scenarios ever. Had similar case in 787 with myself last year, as AA153 was diverted to SEA, so I was able to look at all flight options before the flight was declared to be canceled.

3. Agents made up the rules. You don't need to specify Eastbound or Westbound in IRROPs MX. That's why the third agent asked you if you would like QR routes.

-----
4) didn't have authority to rebook on other carriers.
-----

4. Feels like some ICN AA agents did not want to get blamed or fired, so they were being conservative.

5. Looks like AA could be putting other passengers on another hotel, or some locals chose to just go home and try again next day or two days later.

Last edited by PaulInTheSky; Jul 25, 17 at 1:07 pm
PaulInTheSky is offline  
Old Jul 24, 17, 9:40 pm
  #12  
 
Join Date: Apr 2007
Location: DCA
Programs: AA Executive Platinum
Posts: 892
Thanks for this excellent post - hopefully your experiences will be in some way helpful to other travelers who experience AA's legendary overseas IRROPS.

I want to share my own experience w/r/t this point:

Originally Posted by GNVGator View Post
Fellow AA FTers,



I immediately dial the U.S. EP number to start talking options. The reception on the plane was terrible so the call dropped at least 10 times before I could speak with an agent. Meanwhile, a cursory inspection of my ITA phone app informed me that there was a midnight QR ICN-DOH-IAD flight that would get me in the following day around 16:00...

thus, according to her the QR flight was not a viable option as it was departing in 3 hours. In addition, she also said that I was not allowed to return via the Atlantic Ocean so it had to be a eastbound flight.
Last October, I was on a DCA-DFW-NRT-(JL)-SGN-(CX)-HKG-LAX-JFK-DCA itinerary, purchased in exceedingly cheap Y with AA segments upgraded via SWU.

Lo and behold, when I woke up in SGN on the day I was to fly home, DFW-HKG had cancelled and thus HKG-LAX was cancelled. I used EF to look at options... I kept the CX leg to HKG and then returned home thusly:

HKG-(BA)-LHR-(BA)-PHL-DCA in full J. No resistance was given, as AA had none of its metal that could get me home as quickly.

This proves the general point that routing rules go out the window when a flight is cancelled; how odd that you weren't allowed to use the QR routing.
discoverCSG is offline  
Old Jul 24, 17, 10:09 pm
  #13  
 
Join Date: Dec 2011
Programs: UA
Posts: 299
Great post. 20K is what I have received under similar circumstances.

I am really stunned that you were able to have long conversations in the 787-9 -- how many bars of reception did you get? One big reason I hate the 787-8 is that it is a giant Faraday cage and I have 0-1 bar of cell phone signal on the ground. I wonder if Boeing was able to improve things for the 789 compared to the 788.
DoctorORD is offline  
Old Jul 24, 17, 10:13 pm
  #14  
 
Join Date: May 2007
Location: LAX
Programs: UA 1K, Hyatt Globalist
Posts: 2,734
I'll echo the thanks for this informative post. Earlier this year I found myself in a somewhat similar pickle on SCL-MIA (eventually connecting to BOS); I was in J on a SWU. We boarded at 9:15pm for the 10pm flight. Sure enough, 10pm ticked by and we started getting the infamous AA rolling 10-minute MX delays. After the second roll to a 10:20 ETD, I started looking at EF to get a sense of backup options, taking note that the 11:30 LAN nonstop to JFK was showing J7 (but a full seat map--weird, I thought--this would come back to bite me). I had a 2.5 hour connection in MIA, so I didn't need to act for another 30 min or so.

At 10:35 or so, we were still on the ground and had an 11:10 ETD, meaning my connection in MIA was down to 80 minutes or so. I decided to call the PLT line to try and get rebooked on the LAN flight before it was too late (at the time it was departing in less than an hour). The agent was able to add that flight (and a connection up to BOS) to my itinerary, but said I'd have to get the GA to offload me before the ticket could be reissued. I advised the FAs on board on my situation; they were sympathetic and offered to get the GA to offload and reticket me. Only when the new ticket was printed did I find out the phone agent had rebooked me in full J--I was somewhat confident that would be the outcome, given I was originally ticketed in C, but you never know.

By the time the reticketing was complete, we were at T-30 or so to the LAN departure, and the GA and I started running to the LAN gate. We got there and I got the dreaded news: J had checked in full (as evidenced by the full seat map). Now, why on earth LAN was willing to oversell J by 7 seats at T-60 with a checked-in full cabin beats the crap out of me, but I had a decision to make: stomach an 11-hour flight in a middle Y seat (exit row at least), or go back to confirmed J but risk a cancellation or delay to the follow morning. I pondered for a bit before deciding to take the involuntary downgrade, and the LAN GAs spend a good 15 minutes trying to process the downgrade (or something to that effect; with my limited Spanish I didn't fully comprehend what was going on). Included in that processing was a discussion about how there weren't enough meals loaded--great, I thought, downgrade and no catering. But at least a guarantee of getting home the next day, only 2 hours late, or so I thought.

Well, LAN had other ideas. After calling "control" several times to process my downgrade, "control" decided to close the flight with me still standing at the podium. So, it was back to AA and square one again. Thankfully, we did leave that evening, over 2.5 hours late, and I was rebooked onto the next MIA-BOS flight. Also, in what turned out to be a blessing in disguise, I'd left my Bose headphones on the AA plane in the rush to get off in the first place!

Anyways, to date this has been my only experience trying to get rebooked from AA onto another (admittedly OW partner) airline during IRROPS at an outstation. While it didn't quite work out perfectly, I only arrived home 3 hours late, and I managed to keep my Bose headphones! I think you cannot understate the value of knowing what flights are available and what inventory looks like via EF (even though on this occasion it was "false" availability in the first place, due to LAN's fault)--this is where the $100 per year I spend on EF comes through big time.

Class of service and status definitely help too, but I still think most important is being able to offer a phone or airport agent specific flights you want, i.e. making their job much easier. Based on mine and other anecdotes on FT, I don't think upgrade status matters--once you're ticketed in C via SWU or miles+copay, you're treated like revenue J pax when it comes to IRROPS protection and can be rebooked into revenue J inventory on other airlines (OW partners, at least). Finally, I'm with OP on the view that in IRROPS situations, routing rules should go out the window, and agents should be empowered to get the flyer home as quickly as possible, even if it means taking the long way around. I believe the second agent offered OP the choice between QR and KE, though, so it seems like a case of a rogue first agent, or could these restrictions (on QR in the OP's case) be a function of the migration from native Sabre to QIK?
dkc192 is online now  
Old Jul 24, 17, 10:13 pm
  #15  
 
Join Date: Jun 2010
Location: ROC/NYC/MSP/LAX/HKG/SIN
Programs: AA 1.75MM EXP EMD, UA 1.31MM LT *G, DL SM, AS MVPG 75K, Marriott LT PLT(PP)/ICH AMB PLT/Hertz PC
Posts: 3,207
Originally Posted by DoctorORD View Post
Great post. 20K is what I have received under similar circumstances.

I am really stunned that you were able to have long conversations in the 787-9 -- how many bars of reception did you get? One big reason I hate the 787-8 is that it is a giant Faraday cage and I have 0-1 bar of cell phone signal on the ground. I wonder if Boeing was able to improve things for the 789 compared to the 788.
Depending on where you seat. I was in the Aisle/window A side so I could use pretty good signals at SEA. I called EXP too, but the answers that I got from EXP were similar, as it was because the flight did not seem to be canceled yet.
PaulInTheSky is offline  

Thread Tools
Search this Thread
Search Engine: