Terrible Experience at LAX, Unable to Apply Upgrades, Told to Take Another Flight
Jun 12, 2019, 9:21 am
#46
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,258
1. Based on the experiences of another poster above, it's not in fact a simple process. Apparently upgrades with separate PNRs often run into issues.
2. Personally, I think it's debatable that it should be a simple process, especially when you combine the fact of separate PNRs with the fact that the sponsoring account did not have the requisite number of stickers at the time of the upgrade. To me, the latter fact is relevant in determining fault; others can disagree.
3. It is not AA's fault that LAX was a zoo on that particular day. Does that mean OP should have shown up 3 or 4 hours early? No. But I don't think that changes or affects AA's level of fault.
2. Personally, I think it's debatable that it should be a simple process, especially when you combine the fact of separate PNRs with the fact that the sponsoring account did not have the requisite number of stickers at the time of the upgrade. To me, the latter fact is relevant in determining fault; others can disagree.
3. It is not AA's fault that LAX was a zoo on that particular day. Does that mean OP should have shown up 3 or 4 hours early? No. But I don't think that changes or affects AA's level of fault.
If it is complicated, AA should not offer it as an option. Can you imagine if we applied this standard to a restaurant? Yes, you can customize your pizza, but it will take 2 hours longer.
AA does not require having stickers at the time of upgrade. If this is an issue, they should change the rules. But having rules, having someone follow the rules and still not handle it properly- that is 100% on AA.
Jun 18, 2019, 1:38 pm
#48
Original Poster
Join Date: Dec 2014
Location: New York City + Vail, CO
Programs: American Airlines Executive Platinum, Marriott Bonvoy Ambassador Elite
Posts: 3,226
Just got my response from AA--they are refunding the extra $200 that I paid:
June 18, 2019
Hello Mr. (donotblink):
Thank you for contacting American Airlines.
We appreciate your writing to tell us about the problem you encountered when you traveled with us. Mr. (donotblink), please accept my apology and also my thanks for giving us the opportunity to correct the situation.
In light of the information you've provided, I have submitted a refund request for the value of the additional upgrade fee. To check the status of your refund, visit www.refunds.aa.com. Please allow ten business days for the information to be available.
Mr. (donotblink), as an AAdvantageŽ Executive Platinum member, you are one of our most valued customers. We are eager to demonstrate the high quality service you expect and we want to deliver. Please travel with us again soon. We look forward to welcoming you aboard.
Sincerely,
(redacted)
Customer Relations
American Airlines
AA Ref#1-(redacted)
June 18, 2019
Hello Mr. (donotblink):
Thank you for contacting American Airlines.
We appreciate your writing to tell us about the problem you encountered when you traveled with us. Mr. (donotblink), please accept my apology and also my thanks for giving us the opportunity to correct the situation.
In light of the information you've provided, I have submitted a refund request for the value of the additional upgrade fee. To check the status of your refund, visit www.refunds.aa.com. Please allow ten business days for the information to be available.
Mr. (donotblink), as an AAdvantageŽ Executive Platinum member, you are one of our most valued customers. We are eager to demonstrate the high quality service you expect and we want to deliver. Please travel with us again soon. We look forward to welcoming you aboard.
Sincerely,
(redacted)
Customer Relations
American Airlines
AA Ref#1-(redacted)