Baggage allowance issues / questions for AA redemption on Etihad / EY (merged)
Sep 20, 2019, 1:52 pm
#47
Join Date: Jul 2011
Location: North America
Posts: 2,265
Unfortunately the only solution I’m aware of is to get AA to have their helpdesk re-issue the ticket. You need a sympathetic supervisor who is open to understanding this is a real issue and willing to advocate to their helpdesk on your behalf. I wonder if AU call center might be a better way. Give it a shot.
Sep 20, 2019, 2:28 pm
#48
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
Unfortunately the only solution I’m aware of is to get AA to have their helpdesk re-issue the ticket. You need a sympathetic supervisor who is open to understanding this is a real issue and willing to advocate to their helpdesk on your behalf. I wonder if AU call center might be a better way. Give it a shot.
Sep 20, 2019, 10:51 pm
#50
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
Mentioned to AAgent that EY is very clear that there is no baggage on their end, so I was put on hold whilst agent contacted EY. EY told AAgent that there was no baggage included, however was told EY was surprised given that these are first class tickets. EY has escalated it on their end however was told to call back in 48 hours to see if there is any updates. AAgent said if it can't be resolved, ticket may need to be reissued - which is consistent with the above examples.
Sep 20, 2019, 11:28 pm
#51
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
Is this effecting any OAL? I ask cause I just had issue with an AA issued CX award. CX showed zero allowance. It should've been 50kg and luckily agent knew this, but their system showed zero on the AA issued ticket.
Sep 21, 2019, 11:33 am
#52
Join Date: Aug 2012
Programs: AA PLT, SPG Gold
Posts: 2,405
CX's system is buggy in general. I don't know if this still happens, but last time I bought a J ticket via CX's website, it told me there would be no AAdvantage earnings, which obviously isn't true, and the miles posted just as expected per the AA chart.
Sep 24, 2019, 7:28 pm
#57
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
Also, I contacted AA again for my situation. Still no resolution. AA contacted EY who then suggested maybe since we are flying so far out (July 2020) that their (EY's) ticket has not been updated to include baggage - and to call again in a week or two. AA is adamant that baggage is included but for some reason EY is not seeing this on their ticket side.
Sep 25, 2019, 6:57 am
#58
Join Date: Sep 2019
Posts: 6
They traveled yesterday and the ticket was updated the morning of travel. I got an email from AA with her reservation and in the payment column it said "exchange" so I went to Etihad's website to see what changed and *bam* she had a checked bag (if you scroll through the thread I post my interactions with Etihad and such - she did not have a checked bag before and there was no indication Etihad (and later when I contacted AA) was going to fix it). It was a nice surprise and my friend who had been planning on just to go with a carry on, ending up checking the bag with no issues. No idea who fixed it or why.
Sep 25, 2019, 2:20 pm
#59
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
They traveled yesterday and the ticket was updated the morning of travel. I got an email from AA with her reservation and in the payment column it said "exchange" so I went to Etihad's website to see what changed and *bam* she had a checked bag (if you scroll through the thread I post my interactions with Etihad and such - she did not have a checked bag before and there was no indication Etihad (and later when I contacted AA) was going to fix it). It was a nice surprise and my friend who had been planning on just to go with a carry on, ending up checking the bag with no issues. No idea who fixed it or why.
Oct 1, 2019, 4:31 am
#60
Join Date: May 2015
Posts: 53
Just tried to get this fixed again and the AA rep spoke to a supervisor who said this is a known issue, and Etihad check-in agents know not to charge. The agent and I both agreed that that might be true in even the majority of cases, but would still be risky if you get the wrong check-in agent. Unfortunately she said she couldn't re-issue the ticket without more space being available, or risking losing the seats.
Unsure what to do now. Could go carry-on only but I'd rather not. Could assume everything will be fine and plan on calling AA at check-in if necessary, but that still seems slightly risky.
Unsure what to do now. Could go carry-on only but I'd rather not. Could assume everything will be fine and plan on calling AA at check-in if necessary, but that still seems slightly risky.