AA auto rebooking system made terrible choices
Apr 16, 2019, 7:16 am
#16
Join Date: Jun 2015
Location: DAY
Programs: Rapid Rewards, Skymiles, Hilton HHonors, SPG/Marriott Rewards
Posts: 4,949
Apr 16, 2019, 7:21 am
#17
FlyerTalk Evangelist
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 30,024
Today i was booked SEA-DFW-DCA arriving at around 9:15pm in DC. I sometimes take AA on my trips
to DC because i can reliably get upgraded to F, but the timings are terrible (longer duration than most other carriers connecting flights).
Todays 10:15am SEA-DFW starting rolling out delays around 6am and so i went to the app to see what i could do. For some reason, AA just auto rebooked me on a LATER DFW-DCA flight when there were tons of earlier options to get me from SEA to DCA by 9pm (through other airports). Because of the way they had unhelpfully rebooked me, i could only get options thru the app for other DFW-DCA timings, it would not let me change and restart a new itinerary in SEA. At 6:30am, there were good routings through ORD and even Atlanta with space that would have worked and even an earlier departure from SEA thru DFW that I could have gotten to the airport for. 55 minutes later when i got a call back from the exp line, all those options were gone and my SEA-DFW was now mis connecting to the final DFW-DCA flight of the day making it impossible for me to use the ticket!
I rebooked on Delta through DTW and will get in earlier so no big deal, although at some cost that i think AA should cover. What i want to understand is why would AA make the presumption that i wanted to arrive later and only give me options to tweak the second segment, requiring me to waste precious time calling in and waiting in a queue? Is this the normal operation of AA’ auto rebooking system or
just a quirk that happened with this reservation?
to DC because i can reliably get upgraded to F, but the timings are terrible (longer duration than most other carriers connecting flights).
Todays 10:15am SEA-DFW starting rolling out delays around 6am and so i went to the app to see what i could do. For some reason, AA just auto rebooked me on a LATER DFW-DCA flight when there were tons of earlier options to get me from SEA to DCA by 9pm (through other airports). Because of the way they had unhelpfully rebooked me, i could only get options thru the app for other DFW-DCA timings, it would not let me change and restart a new itinerary in SEA. At 6:30am, there were good routings through ORD and even Atlanta with space that would have worked and even an earlier departure from SEA thru DFW that I could have gotten to the airport for. 55 minutes later when i got a call back from the exp line, all those options were gone and my SEA-DFW was now mis connecting to the final DFW-DCA flight of the day making it impossible for me to use the ticket!
I rebooked on Delta through DTW and will get in earlier so no big deal, although at some cost that i think AA should cover. What i want to understand is why would AA make the presumption that i wanted to arrive later and only give me options to tweak the second segment, requiring me to waste precious time calling in and waiting in a queue? Is this the normal operation of AA’ auto rebooking system or
just a quirk that happened with this reservation?
Apr 16, 2019, 10:36 am
#18
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,252
For example, due to IRROPS, I got stuck in PHX and needed to be in SF the next morning and every flight to SFO, OAK, SJC, SMF and LA airports were zeroed out. Ended up with a routing that was IAH-DFW-PHX-ORD-JFK-SFO - no travel agent would put that together.
Apr 16, 2019, 11:21 am
#19
Join Date: Sep 2014
Posts: 163
All depends on what their contract was for, if it was to skimp pennies, they are horrible, if they were brought in so you don't have to deal with the travel details, they are great. I've had each, the skimping pennies demanded I get VP approval to not take the 3 stop DFW to YYZ flight over the non-stop that cost $75 more. Yeah, 8 additional hours of my time is almost guaranteed to be worth more than the $75 saved.
Apr 16, 2019, 12:27 pm
#20
Join Date: Jul 2011
Posts: 2,313
why on earth would we know from your post that this was work travel? travel insurance for when things go screwy is a wonderful thing, but then you know that I'm sure. the person suggesting travel insurance benefit was just trying to offer a suggestion. Jeez
Apr 16, 2019, 12:28 pm
#21
Join Date: Jun 2001
Location: New York, NY
Posts: 3,698
All depends on what their contract was for, if it was to skimp pennies, they are horrible, if they were brought in so you don't have to deal with the travel details, they are great. I've had each, the skimping pennies demanded I get VP approval to not take the 3 stop DFW to YYZ flight over the non-stop that cost $75 more. Yeah, 8 additional hours of my time is almost guaranteed to be worth more than the $75 saved.
I'm sure there are good corporate travel agencies. So far I've never worked with one that seemed worth the cost (or worth ANY cost).
Apr 16, 2019, 1:02 pm
#22
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,212
Apr 16, 2019, 1:52 pm
#23
Join Date: Feb 2013
Location: DCA
Posts: 7,769
definitely YMMV. For me, the issue is I know AA's route network better than any travel agent. Which means I can construct a better solution when .... hits the fan.
For example, due to IRROPS, I got stuck in PHX and needed to be in SF the next morning and every flight to SFO, OAK, SJC, SMF and LA airports were zeroed out. Ended up with a routing that was IAH-DFW-PHX-ORD-JFK-SFO - no travel agent would put that together.
For example, due to IRROPS, I got stuck in PHX and needed to be in SF the next morning and every flight to SFO, OAK, SJC, SMF and LA airports were zeroed out. Ended up with a routing that was IAH-DFW-PHX-ORD-JFK-SFO - no travel agent would put that together.