Flagship Agent tried to remove me from Upgrade List
Dec 13, 2018, 4:58 pm
#16
Join Date: Jan 2006
Location: Arizona
Programs: BA Gold, AA Plat, Hilton Diamond, Hyatt Explorist, National EE, Hertz PC
Posts: 473
I have never had anything but bad experience with JFK Flagship Check-in. I have even been denied access to JFK Flagship check-in as EXP twice by the door agent claiming Flagship was for CK or non AA Emerald. Once was in J to Europe and another time in F to LAX. Both times I mentioned this to the Flagship lounge agents and both times they profusely apologized and said it shouldn't happen and I would hear from a manager. Neither time have I received follow up communication.
Dec 13, 2018, 5:06 pm
#17
Join Date: Feb 2000
Location: New York, NY, USA
Programs: BAGold; AA3MMPlat; UA1MMGold; FBGold; MarriottAmb; AccorPlat; HHGold; ICPlatAmb; HyattDiscoverist
Posts: 4,378
I’ve had a couple of bad experiences with the door agent at FL checkin at JFK, too. I hardly ever have any interaction with the checkin agents (aside from smiling as I walk by), but when I have, they’ve been fine.
Dec 13, 2018, 5:30 pm
#18
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
I have never had anything but bad experience with JFK Flagship Check-in. I have even been denied access to JFK Flagship check-in as EXP twice by the door agent claiming Flagship was for CK or non AA Emerald. Once was in J to Europe and another time in F to LAX. Both times I mentioned this to the Flagship lounge agents and both times they profusely apologized and said it shouldn't happen and I would hear from a manager. Neither time have I received follow up communication.
The last time I used the JFK FL lounge there were two agents stationed at the elevator on the TSA level, I assume there were agents also posted at the 1-14 level, since no agent upstairs checked my bp.
Dec 13, 2018, 5:40 pm
#19
Join Date: Jan 2006
Location: Arizona
Programs: BA Gold, AA Plat, Hilton Diamond, Hyatt Explorist, National EE, Hertz PC
Posts: 473
To be clear I'm speaking about the door agent at Flagship Check-in.
Dec 13, 2018, 6:11 pm
#20
Join Date: Feb 2014
Location: Frensham, Lincolnshire
Programs: RFC
Posts: 5,085
Well, it's bad that she didn't know the rules. And it's bad that her attitude was to err on the opposite side of the customer. On the other hand, nothing actually bad happened, and she was willing to go figure out the correct information. So...meh, disappointing but not really a big deal.
Couple months ago I was on a mainline flight on AA in Y and had this conversation:
FA: Something to drink?
Me: Sure, I'll have a Jack Daniels and Coke Zero please.
FA: OK, that'll be $8, one sec...
Me: Oh, I'm exec-plat.
FA: You're what?
Me: Exec-plat...Executive Platinum?
FA: What's that? What, you get free drinks?
Me: Yeah....it's your top tier frequent flyer status....you don't know about it?
FA: No, I don't know anything about that.
Me: Ummm....can you ask somebody?
She conferred with the other FA and determined that EXP is an actual thing. Same story....pretty incredible to me that she didn't know anything at all about their program, but at the end of the day the result was satisfactory.
Couple months ago I was on a mainline flight on AA in Y and had this conversation:
FA: Something to drink?
Me: Sure, I'll have a Jack Daniels and Coke Zero please.
FA: OK, that'll be $8, one sec...
Me: Oh, I'm exec-plat.
FA: You're what?
Me: Exec-plat...Executive Platinum?
FA: What's that? What, you get free drinks?
Me: Yeah....it's your top tier frequent flyer status....you don't know about it?
FA: No, I don't know anything about that.
Me: Ummm....can you ask somebody?
She conferred with the other FA and determined that EXP is an actual thing. Same story....pretty incredible to me that she didn't know anything at all about their program, but at the end of the day the result was satisfactory.
Remember, they're there "for your safety", despite 99.999% of their job being wait staff. Why would you expect them to have any skills or training associated with the 99.999% part of their job? :-/
Dec 13, 2018, 6:35 pm
#21
Join Date: Oct 2006
Location: Madison WI
Programs: AA Lifetime PLT - 2.9MM, Lifetime AC, HHonors Gold, Marriott Gold, IHG Plat Amb, Hertz Precs Crcl
Posts: 2,213
Dec 13, 2018, 7:01 pm
#22
Join Date: Oct 2003
Location: DCA
Programs: UA LT 1K, AA EXP, Bonvoy LT Titan, Avis PC, Hilton Gold
Posts: 9,658
Well, it's bad that she didn't know the rules. And it's bad that her attitude was to err on the opposite side of the customer. On the other hand, nothing actually bad happened, and she was willing to go figure out the correct information. So...meh, disappointing but not really a big deal.
Couple months ago I was on a mainline flight on AA in Y and had this conversation:
FA: Something to drink?
Me: Sure, I'll have a Jack Daniels and Coke Zero please.
FA: OK, that'll be $8, one sec...
Me: Oh, I'm exec-plat.
FA: You're what?
Me: Exec-plat...Executive Platinum?
FA: What's that? What, you get free drinks?
Me: Yeah....it's your top tier frequent flyer status....you don't know about it?
FA: No, I don't know anything about that.
Me: Ummm....can you ask somebody?
She conferred with the other FA and determined that EXP is an actual thing. Same story....pretty incredible to me that she didn't know anything at all about their program, but at the end of the day the result was satisfactory.
Couple months ago I was on a mainline flight on AA in Y and had this conversation:
FA: Something to drink?
Me: Sure, I'll have a Jack Daniels and Coke Zero please.
FA: OK, that'll be $8, one sec...
Me: Oh, I'm exec-plat.
FA: You're what?
Me: Exec-plat...Executive Platinum?
FA: What's that? What, you get free drinks?
Me: Yeah....it's your top tier frequent flyer status....you don't know about it?
FA: No, I don't know anything about that.
Me: Ummm....can you ask somebody?
She conferred with the other FA and determined that EXP is an actual thing. Same story....pretty incredible to me that she didn't know anything at all about their program, but at the end of the day the result was satisfactory.
I have had two situations:
1. FA's look in advance and know who is EXP and who gets the free snack and drink. I have even had some come around in advance and ask me so they reserved a sandwich for an EXP - in case they were to run out before they got to my row.
2. I tell the FA that I am EXP and they look on the hand held to verify.
Not had a situation that a FA did not know.
Dec 13, 2018, 8:07 pm
#23
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
But .... those working in the AC and FL Lounge are in Premium Services and tend to have more experience. Maybe that's not the case at Flagship Checkin.
Dec 13, 2018, 8:43 pm
#24
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
Wow - very surprising - sounds like the FA wasn't trained on the use of the hand held device. EXP's show as "green" on the hand held seat map. Regular passengers show blue. I guess she did not know that MCE also get a free drink.
I have had two situations:
1. FA's look in advance and know who is EXP and who gets the free snack and drink. I have even had some come around in advance and ask me so they reserved a sandwich for an EXP - in case they were to run out before they got to my row.
2. I tell the FA that I am EXP and they look on the hand held to verify.
Not had a situation that a FA did not know.
I have had two situations:
1. FA's look in advance and know who is EXP and who gets the free snack and drink. I have even had some come around in advance and ask me so they reserved a sandwich for an EXP - in case they were to run out before they got to my row.
2. I tell the FA that I am EXP and they look on the hand held to verify.
Not had a situation that a FA did not know.
The odd part of this is lately, when I just order Coke, I get a tiny bit in a cup of ice. But if I order rum & Coke, I get a whole can of Coke and 2 bottles of rum
Dec 13, 2018, 8:52 pm
#25
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
Dec 13, 2018, 9:13 pm
#26
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
But from other threads there are (contract) agents who are guardians of the FL c/I portal who may not be "up" on AAs rules of admittance.
Dec 13, 2018, 10:09 pm
#27
Suspended
Join Date: Aug 2001
Location: Chicago
Programs: AA EXP Lifetime Platinum, Bonvoy Lifetime Titanium
Posts: 9,978
FA recently asked me to pay for my drink in coach
I handed her my concierge key membership card and she tried to run it and then told me my credit card was no good
I pointed out I was ck and the card showed that and that cks don’t pay for drinks
She demanded payment anyway and I went ahead and gave her the money since it was clear she was an idiot.
There are some very poorly trained folks flyin around out there!
I handed her my concierge key membership card and she tried to run it and then told me my credit card was no good
I pointed out I was ck and the card showed that and that cks don’t pay for drinks
She demanded payment anyway and I went ahead and gave her the money since it was clear she was an idiot.
There are some very poorly trained folks flyin around out there!
Dec 13, 2018, 10:15 pm
#28
Join Date: Jul 2018
Location: DFW
Programs: AA EXP, HHonors Diamond
Posts: 68
I have to say that this is nothing new. I can recall having a dispute about upgrading on a 3-day advance fare back in 1992. I have some sympathy for ticket counter personnel or GAs, as the rules do change on a fairly regular basis. Now, getting a little attitude from these folks is another story. I can easily see AA being lax on training staff on these changes. AA knows that EXPs fully understand their policies, and aren’t afraid to share our knowledge when required.
Dec 14, 2018, 7:00 am
#29
Join Date: Nov 2001
Location: RDU
Posts: 2,263
FA recently asked me to pay for my drink in coach
I handed her my concierge key membership card and she tried to run it and then told me my credit card was no good
I pointed out I was ck and the card showed that and that cks don’t pay for drinks
She demanded payment anyway and I went ahead and gave her the money since it was clear she was an idiot.
There are some very poorly trained folks flyin around out there!
I handed her my concierge key membership card and she tried to run it and then told me my credit card was no good
I pointed out I was ck and the card showed that and that cks don’t pay for drinks
She demanded payment anyway and I went ahead and gave her the money since it was clear she was an idiot.
There are some very poorly trained folks flyin around out there!
Dec 14, 2018, 7:28 am
#30
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
I have to say that this is nothing new. I can recall having a dispute about upgrading on a 3-day advance fare back in 1992. I have some sympathy for ticket counter personnel or GAs, as the rules do change on a fairly regular basis. Now, getting a little attitude from these folks is another story. I can easily see AA being lax on training staff on these changes. AA knows that EXPs fully understand their policies, and aren’t afraid to share our knowledge when required.
They kept insisting all travel had to be on an AA marketed (AA or codeshare with AA flight number) in order to be used, even though the rules clearly indicated only the transatlantic part had to be on AA. Finally got an AA rep on FB to resolve the issue