AA ignores oneworld protection when mech causes delay
Sep 3, 2019, 12:58 pm
#76
Join Date: Dec 1999
Location: Miami Beach, FL
Programs: AA EXP 3MM, BA Gold
Posts: 876
After my return, despite assistance at the time from JonNYC and Gary, no one at AA would rectify the problem. All I requested were AA vouchers in the amount of the replacement tickets I purchased, but I was refused by EXP desk, Twitter team, AAdvantage CS, and finally the Exec Office. Regarding the SalesLink doc, Exec Office was adamant that it was an internal and private document which I had no right to access despite being on a public website. I was all but accused of stealing it.
So this is not just a matter of agent error alone; there is inconsistency all the way through the org. It’s my openion that once one party or department documents a response, it’s highly unlikely to get it overturned. Needless to say this left a bad taste in my mouth after 3MM, but AA all the way to the didn’t budge and truly didn’t care.
Sep 3, 2019, 1:45 pm
#77
Join Date: Mar 2016
Location: SAN
Programs: AA CK, Hyatt Globalist
Posts: 839
And going full circle here, and perhaps a bit off topic, but the reason Mike got into this mess initially was because of yet another AA Mechanical delay. I’ve had two domestic flights and one international flight cancelled this summer due to mechanicals and I haven’t heard anything about whether management and the union are resuming talks or if there are any plans to do so. Any updates beyond the injunction news?
Sep 3, 2019, 2:08 pm
#78
Join Date: Sep 2009
Location: Global
Posts: 5,998
Adding to others...
AA, in my experience, has never followed this policy. Every time I have misconnected on two tickets, starting with AA on the first ticket, connecting to OW on the second ticket, it was 100% on me. Not a single AA agent has ever even tried to help, even when citing this policy. AA agents always said it had to be on the same ticket or same PNR for them to do anything.
The latest for me was in June... ticket one AA MIA-JFK, ticket two CX JFK-HKG. Storms pushed our departure back 4 hours causing a misconnect.
FL said no help, except rebook my ticket to JFK at no charge.
AA EP line said no help, except rebook my ticket to JFK at no charge.
AA desk said no help, except rebook my ticket to JFK at no charge.
None would even call CX to see if they would move my flight. "Can't do it on separate tickets on separate PNR's."
1. It would be great to see this full policy. i.e. Does it only apply when the separate tickets are both purchased on AA stock?
2. If it is really AA policy to get you to the final destination, how is it that it seems every agent - or the vast majority of agents - are completely unaware of it?
3. How does AA/we education AA agents on this policy? Is there a reference point? (e.g. look in the system at section A, subsection 2, paragraph 4)
AA, in my experience, has never followed this policy. Every time I have misconnected on two tickets, starting with AA on the first ticket, connecting to OW on the second ticket, it was 100% on me. Not a single AA agent has ever even tried to help, even when citing this policy. AA agents always said it had to be on the same ticket or same PNR for them to do anything.
The latest for me was in June... ticket one AA MIA-JFK, ticket two CX JFK-HKG. Storms pushed our departure back 4 hours causing a misconnect.
FL said no help, except rebook my ticket to JFK at no charge.
AA EP line said no help, except rebook my ticket to JFK at no charge.
AA desk said no help, except rebook my ticket to JFK at no charge.
None would even call CX to see if they would move my flight. "Can't do it on separate tickets on separate PNR's."
1. It would be great to see this full policy. i.e. Does it only apply when the separate tickets are both purchased on AA stock?
2. If it is really AA policy to get you to the final destination, how is it that it seems every agent - or the vast majority of agents - are completely unaware of it?
3. How does AA/we education AA agents on this policy? Is there a reference point? (e.g. look in the system at section A, subsection 2, paragraph 4)
Sep 3, 2019, 2:14 pm
#79
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
Adding to others...
AA, in my experience, has never followed this policy. Every time I have misconnected on two tickets, starting with AA on the first ticket, connecting to OW on the second ticket, it was 100% on me. Not a single AA agent has ever even tried to help, even when citing this policy. AA agents always said it had to be on the same ticket or same PNR for them to do anything.
The latest for me was in June... ticket one AA MIA-JFK, ticket two CX JFK-HKG. Storms pushed our departure back 4 hours causing a misconnect.
FL said no help, except rebook my ticket to JFK at no charge.
AA EP line said no help, except rebook my ticket to JFK at no charge.
AA desk said no help, except rebook my ticket to JFK at no charge.
None would even call CX to see if they would move my flight. "Can't do it on separate tickets on separate PNR's."
1. It would be great to see this full policy. i.e. Does it only apply when the separate tickets are both purchased on AA stock?
2. If it is really AA policy to get you to the final destination, how is it that it seems every agent - or the vast majority of agents - are completely unaware of it?
3. How does AA/we education AA agents on this policy? Is there a reference point? (e.g. look in the system at section A, subsection 2, paragraph 4)
AA, in my experience, has never followed this policy. Every time I have misconnected on two tickets, starting with AA on the first ticket, connecting to OW on the second ticket, it was 100% on me. Not a single AA agent has ever even tried to help, even when citing this policy. AA agents always said it had to be on the same ticket or same PNR for them to do anything.
The latest for me was in June... ticket one AA MIA-JFK, ticket two CX JFK-HKG. Storms pushed our departure back 4 hours causing a misconnect.
FL said no help, except rebook my ticket to JFK at no charge.
AA EP line said no help, except rebook my ticket to JFK at no charge.
AA desk said no help, except rebook my ticket to JFK at no charge.
None would even call CX to see if they would move my flight. "Can't do it on separate tickets on separate PNR's."
1. It would be great to see this full policy. i.e. Does it only apply when the separate tickets are both purchased on AA stock?
2. If it is really AA policy to get you to the final destination, how is it that it seems every agent - or the vast majority of agents - are completely unaware of it?
3. How does AA/we education AA agents on this policy? Is there a reference point? (e.g. look in the system at section A, subsection 2, paragraph 4)
Sep 3, 2019, 2:14 pm
#80
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,606
Adding to others...
AA, in my experience, has never followed this policy. Every time I have misconnected on two tickets, starting with AA on the first ticket, connecting to OW on the second ticket, it was 100% on me. Not a single AA agent has ever even tried to help, even when citing this policy. AA agents always said it had to be on the same ticket or same PNR for them to do anything.
The latest for me was in June... ticket one AA MIA-JFK, ticket two CX JFK-HKG. Storms pushed our departure back 4 hours causing a misconnect.
FL said no help, except rebook my ticket to JFK at no charge.
AA EP line said no help, except rebook my ticket to JFK at no charge.
AA desk said no help, except rebook my ticket to JFK at no charge.
None would even call CX to see if they would move my flight. "Can't do it on separate tickets on separate PNR's."
1. It would be great to see this full policy. i.e. Does it only apply when the separate tickets are both purchased on AA stock?
2. If it is really AA policy to get you to the final destination, how is it that it seems every agent - or the vast majority of agents - are completely unaware of it?
3. How does AA/we education AA agents on this policy? Is there a reference point? (e.g. look in the system at section A, subsection 2, paragraph 4)
AA, in my experience, has never followed this policy. Every time I have misconnected on two tickets, starting with AA on the first ticket, connecting to OW on the second ticket, it was 100% on me. Not a single AA agent has ever even tried to help, even when citing this policy. AA agents always said it had to be on the same ticket or same PNR for them to do anything.
The latest for me was in June... ticket one AA MIA-JFK, ticket two CX JFK-HKG. Storms pushed our departure back 4 hours causing a misconnect.
FL said no help, except rebook my ticket to JFK at no charge.
AA EP line said no help, except rebook my ticket to JFK at no charge.
AA desk said no help, except rebook my ticket to JFK at no charge.
None would even call CX to see if they would move my flight. "Can't do it on separate tickets on separate PNR's."
1. It would be great to see this full policy. i.e. Does it only apply when the separate tickets are both purchased on AA stock?
2. If it is really AA policy to get you to the final destination, how is it that it seems every agent - or the vast majority of agents - are completely unaware of it?
3. How does AA/we education AA agents on this policy? Is there a reference point? (e.g. look in the system at section A, subsection 2, paragraph 4)
I have seen numerous posts on FT from passengers who were protected by this policy, but I'm not sure that I've seen any since the "same PNR" language appeared. (My guess is that the "same PNR" language is a typo, but perhaps Mike will get clarification of that too.)
Sep 3, 2019, 2:24 pm
#81
Join Date: Sep 2009
Location: Global
Posts: 5,998
Mike, the author of the One Mile At A Time post that was the basis for this thread, has indicated that he is going to seek clarification from AA on their separate-ticket re-accommodation policy.
I have seen numerous posts on FT from passengers who were protected by this policy, but I'm not sure that I've seen any since the "same PNR" language appeared. (My guess is that the "same PNR" language is a typo, but perhaps Mike will get clarification of that too.)
I have seen numerous posts on FT from passengers who were protected by this policy, but I'm not sure that I've seen any since the "same PNR" language appeared. (My guess is that the "same PNR" language is a typo, but perhaps Mike will get clarification of that too.)
And the kicker... I had to book a new ticket with AA because the first available CX flight was beyond the 2 or 3 days they were willing to rebook me. (I was told I could get a full refund and not have to pay the change fee, but still fighting that!)
Sep 3, 2019, 2:31 pm
#82
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,217
Question: In the more recent example, how could AA rebook a PNR/ticket wholly in CX's system? Can AA even see that PNR to do anything with it? I'm not clear why anyone would do this only to save some $, given the stress involved if something goes wrong with weather, mechanical, diversion, etc.
Sep 3, 2019, 2:33 pm
#83
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,606
Question: In the more recent example, how could AA rebook a PNR/ticket wholly in CX's system? Can AA even see that PNR to do anything with it? I'm not clear why anyone would do this only to save some $, given the stress involved if something goes wrong with weather, mechanical, diversion, etc.
Sep 3, 2019, 2:35 pm
#84
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,217
Another ticket I understand if there is an AA PNR involved. However, if the PNR has no AA-operated flights, does the IT really exist for AA to retrieve any PNR in any other oneworld carrier's reservation system and make changes to it? I'm surprised this level of technology exists when we can't even get basic IT functions to work consistently.
Sep 3, 2019, 2:37 pm
#85
Join Date: Sep 2009
Location: Global
Posts: 5,998
Question: In the more recent example, how could AA rebook a PNR/ticket wholly in CX's system? Can AA even see that PNR to do anything with it? I'm not clear why anyone would do this only to save some $, given the stress involved if something goes wrong with weather, mechanical, diversion, etc.
Sep 3, 2019, 2:39 pm
#86
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,217
Sep 3, 2019, 2:41 pm
#87
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,606
Another ticket I understand if there is an AA PNR involved. However, if the PNR has no AA-operated flights, does the IT really exist for AA to retrieve any PNR in any other oneworld carrier's reservation system and make changes to it? I'm surprised this level of technology exists when we can't even get basic IT functions to work consistently.
Sep 3, 2019, 2:46 pm
#88
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,606
The problem is that there is needless ambiguity in the way the policy is worded, and too many AA employees either don't know about it, or don't understand it.
Sep 3, 2019, 2:48 pm
#89
Join Date: Sep 2009
Location: Global
Posts: 5,998
If it is a typo, or not, it would be great to get a firm conformation of the policy / link to the policy / reference. Not doubting anyone here, but just saying it is policy or showing an agent a screenshot of a table will not get us very far when confronting a disbelieving agent.
Sep 3, 2019, 2:50 pm
#90
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,606
To each his/her own. It all comes down to our risk tolerance.
If it is a typo, or not, it would be great to get a firm conformation of the policy / link to the policy / reference. Not doubting anyone here, but just saying it is policy or showing an agent a screenshot of a table will not get us very far when confronting a disbelieving agent.
If it is a typo, or not, it would be great to get a firm conformation of the policy / link to the policy / reference. Not doubting anyone here, but just saying it is policy or showing an agent a screenshot of a table will not get us very far when confronting a disbelieving agent.
And Mike at OMAAT is attempting to do exactly that. Stay tuned.