AA customer relations does not receive calls
Jul 20, 2019, 7:22 pm
#16
Join Date: Nov 2002
Location: Boston, MA
Programs: AA EXP, B6 Mosaic, UA Plat, Bonvoy Plat, Hyatt Globalist
Posts: 1,774
If you need travel insurance I would suggest buying it instead of relying on a credit card.
Jul 21, 2019, 12:44 pm
#17
Join Date: May 2004
Location: London, UK
Programs: BA Executive Club Silver. Back of the plane on everyone else.
Posts: 262
Jul 21, 2019, 5:24 pm
#18
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
Posts: 6,526
Interesting - I did write back a couple of times and ask them to either provide the reibursement or call me back, they did neither and wrote this:
I'm not seeing any additional information in your most recent correspondence that would change our handling of this matter. After additional and careful consideration, our position remains unchanged. I recognize that you may disagree with our decision. Let me assure you that our position does not lessen our regard for you as our customer. It is always our pleasure to serve you, and we are eager to do so again soon. Please give us another opportunity to earn your business.
Pretty sad customer service (or lack thereof).
I'm not seeing any additional information in your most recent correspondence that would change our handling of this matter. After additional and careful consideration, our position remains unchanged. I recognize that you may disagree with our decision. Let me assure you that our position does not lessen our regard for you as our customer. It is always our pleasure to serve you, and we are eager to do so again soon. Please give us another opportunity to earn your business.
Pretty sad customer service (or lack thereof).
Helen Smithson
Customer Service Manager
4333 Amon Carter Blvd
Fort Worth, TX 76155
[email protected]
Sean Bentel
Vice President -- Customer and Relations
4333 Amon Carter Blvd
Fort Worth, TX 76155
[email protected]
(or at least were recently). If that does not work, then write Isom, and if that does not work, the most worthless of them all, Parker...
I have no current 411 on AAL, but in the past (and with UAL) escalation on actual serious - AND NOT MERELY TRIVIAL - CS failures, escalation to the Executive team has worked wonders. That said, if you are quibbling over $50 or $100, or its not a clear cut case where AA was at fault you will likely not get anywhere with this type of escalation. E.g. if the issue arose from weather, forgetabout it. If its a clear MX, or crew issue, you may get somewhere.
The ONLY time that travel insurance makes any sense, is on a very high cost trip where there is a lot of complexity, and the rate is cheap. You can pick up a lot of hotel rooms and meals in airports with the $$$$ you save by not spending $20-30 bucks on every airline ticket you buy...
Jul 24, 2019, 9:11 am
#19
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,235
Travel insurance is a horrible, horrible, horrible deal. You can pay $20-30+/ticket, and by the time you have a chance to use it you have spent more on travel insurance than what you end up spending out of pocket. And then you have to take the trouble of having them rebate you.
The ONLY time that travel insurance makes any sense, is on a very high cost trip where there is a lot of complexity, and the rate is cheap. You can pick up a lot of hotel rooms and meals in airports with the $$$$ you save by not spending $20-30 bucks on every airline ticket you buy...
The ONLY time that travel insurance makes any sense, is on a very high cost trip where there is a lot of complexity, and the rate is cheap. You can pick up a lot of hotel rooms and meals in airports with the $$$$ you save by not spending $20-30 bucks on every airline ticket you buy...
Obviously, YMMV, but I have had good experiences.
Jul 28, 2019, 10:34 am
#20
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
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I have no current 411 on AAL, but in the past (and with UAL) escalation on actual serious - AND NOT MERELY TRIVIAL - CS failures, escalation to the Executive team has worked wonders. That said, if you are quibbling over $50 or $100, or its not a clear cut case where AA was at fault you will likely not get anywhere with this type of escalation. E.g. if the issue arose from weather, forgetabout it. If its a clear MX, or crew issue, you may get somewhere.
I have no current 411 on AAL, but in the past (and with UAL) escalation on actual serious - AND NOT MERELY TRIVIAL - CS failures, escalation to the Executive team has worked wonders. That said, if you are quibbling over $50 or $100, or its not a clear cut case where AA was at fault you will likely not get anywhere with this type of escalation. E.g. if the issue arose from weather, forgetabout it. If its a clear MX, or crew issue, you may get somewhere.
Jul 28, 2019, 10:49 am
#21
Join Date: Nov 2018
Programs: Global Entry
Posts: 125
edited to reflect my Amex plat card region
Last edited by flyinggum; Jul 28, 2019 at 1:37 pm
Jul 28, 2019, 12:53 pm
#22
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,572
Amex plat doesn’t come with any trip insurance. You have to make a separate insurance purchase. Also many such credit cards have a condition that the trip must have been paid with the card for trip insurance coverage to be valid. I do agree that a trip insurance is well justified if the trip cost is relatively high.
Jul 28, 2019, 12:58 pm
#23
Join Date: May 2008
Location: PHL (kinda, no airport is really close)
Programs: AA Exp, but not sure for how long. Enterprise Platinum woo-hoo!
Posts: 4,550
I'm not sure how relevant this is, but about 5-6 days ago I sent an Email to AA Customer Relations (via "Contact Me" on the website) and they did call me this morning.
Of course, the email had emphasized that I needed a prompt reply and I had already taken the trip I was asking about. And, I'm not sure if was good or bad that the rep's first words were "I apologize for calling you early on a Sunday morning" and they called at 8AM and I had only gone to bed at 5:30AM (I go to bed late anyway and had taken a west-to-east flight the previous day so was jet lagged).
Of course, the email had emphasized that I needed a prompt reply and I had already taken the trip I was asking about. And, I'm not sure if was good or bad that the rep's first words were "I apologize for calling you early on a Sunday morning" and they called at 8AM and I had only gone to bed at 5:30AM (I go to bed late anyway and had taken a west-to-east flight the previous day so was jet lagged).
Jul 28, 2019, 1:09 pm
#24
Join Date: Nov 2018
Programs: Global Entry
Posts: 125
It may not provide insurance in yout region, but there are regions where it provides a very comprehensive coverage for travel insurance - see https://www.americanexpress.com/cont...17July2018.pdf for example
Last edited by flyinggum; Jul 28, 2019 at 1:48 pm
Jul 28, 2019, 11:54 pm
#25
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,572
Jul 29, 2019, 3:12 pm
#26
Join Date: Jul 2019
Posts: 19
I submitted a query via the customer relations link on aa.com. I got an automated reply acknowledging my query. Then waited a week without any response. It does get frustrating for those who (expect) a courtesy follow up from a human rather than a computer. A follow up email to a senior vice president of customer relations (Google it) may have helped me get a response because shortly after I got one phone call from customer relations yesterday and another today. My query (ec261) was answered to my satisfaction on the second phone call.
Jul 29, 2019, 9:19 pm
#27
Join Date: Sep 2016
Posts: 1,159
I'm not sure how relevant this is, but about 5-6 days ago I sent an Email to AA Customer Relations (via "Contact Me" on the website) and they did call me this morning.
Of course, the email had emphasized that I needed a prompt reply and I had already taken the trip I was asking about.
Of course, the email had emphasized that I needed a prompt reply and I had already taken the trip I was asking about.
Jul 30, 2019, 11:52 am
#28
Join Date: Jun 2001
Location: New York, NY
Posts: 3,698
the US Amex plat doesn’t come with any trip insurance. You have to make a separate insurance purchase. Also many such credit cards have a condition that the trip must have been paid with the card for trip insurance coverage to be valid. I do agree that a trip insurance is well justified if the trip cost is relatively high.
Jul 30, 2019, 1:39 pm
#29
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Phoenix, AZ
Programs: HH Gold, AA Gold
Posts: 10,458
Let's face it...very few large companies provide excellent customer service these days (particularly in the commodity industries). If we want clear and consistent compensation for delays/cancellations/etc., then the US are going to have to do the same as the EU and have clear laws which regulate such. Of course, the likelihood of having basic consumer protections in the current political climate in the US is virtually nil.