Flagship Agent tried to remove me from Upgrade List
Dec 13, 2018, 11:05 am
#1
Original Poster
Join Date: May 2018
Location: New York
Programs: AA EXP
Posts: 36
Flagship Agent tried to remove me from Upgrade List
I’m Executive Platinum and fly mostly international so I access the Flagship check in at JFK. I always encounter the same agents.
This week my flight JFK-MIA-GRU was booked using miles and I was automatically added to the upgrade list for JFK-MIA.
At check in, the agent tells me I was mistakenly put on the upgrade list for JFK-MIA and she was taking me off. I quickly corrected her and said I was entitled to it as an EP on award travel on domestic and caribbean flights, and could even upgrade companions with 500 mile upgrades. She talked to another agent and she told her that I didn’t qualify and to take me off the upgrade list.
Again I tell her that I was entitled to it and had just done it 3 weeks prior for a trip to the caribbean over Thanksgiving with a companion on an award ticket and we both were upgraded on both the domestic connection and the flight to the caribbean. she then made a phone call and was told my itinerary did qualify for the domestic upgrade.
Sadly, I’m not surprised that an agent doesn’t know her own company policies, I’m more shocked that she actually tried to go out of her way to take me off the list. What gives?
This week my flight JFK-MIA-GRU was booked using miles and I was automatically added to the upgrade list for JFK-MIA.
At check in, the agent tells me I was mistakenly put on the upgrade list for JFK-MIA and she was taking me off. I quickly corrected her and said I was entitled to it as an EP on award travel on domestic and caribbean flights, and could even upgrade companions with 500 mile upgrades. She talked to another agent and she told her that I didn’t qualify and to take me off the upgrade list.
Again I tell her that I was entitled to it and had just done it 3 weeks prior for a trip to the caribbean over Thanksgiving with a companion on an award ticket and we both were upgraded on both the domestic connection and the flight to the caribbean. she then made a phone call and was told my itinerary did qualify for the domestic upgrade.
Sadly, I’m not surprised that an agent doesn’t know her own company policies, I’m more shocked that she actually tried to go out of her way to take me off the list. What gives?
Dec 13, 2018, 11:19 am
#2
Join Date: Jan 2013
Location: California
Programs: AA EXP 2MM, HH DIA, Hertz PC, GE + Pre✓, Amazon Super Special Prime
Posts: 1,008
Yet another unfortunate story of front line employees not knowing the full scope of the elite program and the related benefits bestowed upon status holders. It is certainly more surprising in this case, as a Flagship Check In agent should have relatively more exposure to EXP types and these sorts of situations.
While frustrating, I don't think this is more than a teachable moment for that agent. Hopefully she gained some knowledge and is now less trigger happy at pulling EXP's on award tix off of upgrade lists.
Maybe complain to AA and get some pity miles thrown your way for the rigamarole of the situation?
While frustrating, I don't think this is more than a teachable moment for that agent. Hopefully she gained some knowledge and is now less trigger happy at pulling EXP's on award tix off of upgrade lists.
Maybe complain to AA and get some pity miles thrown your way for the rigamarole of the situation?
Dec 13, 2018, 1:35 pm
#4
Join Date: Jan 2017
Location: COU
Programs: AA EXP, Bonvoy Ambassador, Hertz PC
Posts: 499
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.
Dec 13, 2018, 2:23 pm
#5
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
I had a domestic AWARD itn, I requested an upgrade, in the "upgrade" section it showed "requested"--if it were not "legal" AAs computer would not have listed "requested".
Particularly with SWUs the reverse can happen: a requested upgrade but just showing "not offered".
Particularly with SWUs the reverse can happen: a requested upgrade but just showing "not offered".
Dec 13, 2018, 2:25 pm
#6
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
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.
Dec 13, 2018, 3:32 pm
#7
Original Poster
Join Date: May 2018
Location: New York
Programs: AA EXP
Posts: 36
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.
Dec 13, 2018, 3:36 pm
#9
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
There are two categories of AA employees: those who aren’t sure which rule applies and look it up, and those who aren’t sure and make up some malarkey and attempt to enforce it.
There are two kinds of people: those who assign people to categories, and those who don’t.
Glad you pushed back and hopefully, allowed her to learn something.
There are two kinds of people: those who assign people to categories, and those who don’t.
Glad you pushed back and hopefully, allowed her to learn something.
Dec 13, 2018, 3:39 pm
#10
Join Date: Jan 2003
Programs: American Airlines Platinum, National Executive
Posts: 3,790
I’m Executive Platinum and fly mostly international so I access the Flagship check in at JFK. I always encounter the same agents.
This week my flight JFK-MIA-GRU was booked using miles and I was automatically added to the upgrade list for JFK-MIA.
At check in, the agent tells me I was mistakenly put on the upgrade list for JFK-MIA and she was taking me off. I quickly corrected her and said I was entitled to it as an EP on award travel on domestic and caribbean flights, and could even upgrade companions with 500 mile upgrades. She talked to another agent and she told her that I didn’t qualify and to take me off the upgrade list.
Again I tell her that I was entitled to it and had just done it 3 weeks prior for a trip to the caribbean over Thanksgiving with a companion on an award ticket and we both were upgraded on both the domestic connection and the flight to the caribbean. she then made a phone call and was told my itinerary did qualify for the domestic upgrade.
Sadly, I’m not surprised that an agent doesn’t know her own company policies, I’m more shocked that she actually tried to go out of her way to take me off the list. What gives?
This week my flight JFK-MIA-GRU was booked using miles and I was automatically added to the upgrade list for JFK-MIA.
At check in, the agent tells me I was mistakenly put on the upgrade list for JFK-MIA and she was taking me off. I quickly corrected her and said I was entitled to it as an EP on award travel on domestic and caribbean flights, and could even upgrade companions with 500 mile upgrades. She talked to another agent and she told her that I didn’t qualify and to take me off the upgrade list.
Again I tell her that I was entitled to it and had just done it 3 weeks prior for a trip to the caribbean over Thanksgiving with a companion on an award ticket and we both were upgraded on both the domestic connection and the flight to the caribbean. she then made a phone call and was told my itinerary did qualify for the domestic upgrade.
Sadly, I’m not surprised that an agent doesn’t know her own company policies, I’m more shocked that she actually tried to go out of her way to take me off the list. What gives?
Don't deal with a human being employee if at all possible. Deal with kiosks and other automation whenever you can. At least the kiosks are consistent, not vindictive, etc.
Dec 13, 2018, 3:40 pm
#11
Original Poster
Join Date: May 2018
Location: New York
Programs: AA EXP
Posts: 36
As far as I know u can be removed, I’ve requested this when traveling with a companion that I didnt want to use my upgrades for.
Dec 13, 2018, 3:44 pm
#12
Original Poster
Join Date: May 2018
Location: New York
Programs: AA EXP
Posts: 36
I actually have to agree with you on this. I am getting more and more annoyed the more I access Flagship Check In so unless I really need to speak to someone, maybe I’m better off using the kiosk and going to bag drop!
Dec 13, 2018, 3:49 pm
#13
Join Date: Dec 2009
Location: RDU
Programs: AA EXP / 1MM, Hilton Diamond, Marriott Platinum, IHG Gold
Posts: 198
Same story every time I call in to the EX P line when trying to do a mileage partner upgrade on BA when on a full fare ticket (usually attempting W to Biz). I have to argue with them nearly every single time while they emphatically ensure me that you can’t upgrade on non-AA flights. Even HUCA generally results in the same incompetence.
Dec 13, 2018, 4:22 pm
#15
Join Date: Feb 2017
Location: Austin, TX
Programs: BAEC Gold, HHonors Diamond, Marriott Titanium, UA Gold (*G), DL Silver, Makers Mark Ambassador
Posts: 4,632
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.