Is AA right on this married segment rule?
Sep 13, 2019, 7:04 am
#1
Original Poster
Join Date: Jul 2010
Posts: 357
Is AA right on this married segment rule?
Originally booked award ticket CHS-CLT-SAN-LAX-PPT with AA because that's what was available, the LAX-PPT flight being the keystone.. Now I'm seeing positioning CHS-PHL-LAX available in the same class, same date, same saver award level, etc.
AA is telling me they can't change the original flight to the alternative connections because the segments are married.
Is that right, what's the work around?
AA is telling me they can't change the original flight to the alternative connections because the segments are married.
Is that right, what's the work around?
Sep 13, 2019, 7:10 am
#2
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,591
Whether AA is correct depends on what the availability is. If there is not avalability based on the through journey required, then the agent is correct
For CHS-PHL-LAX - are you checking for CHS-LAX and finding the through journey available or are you checking CHS-PHL and PHL-LAX separately. It needs to be available as CHS-LAX , so checking the 2 separately may well give you incorrect information
For CHS-PHL-LAX - are you checking for CHS-LAX and finding the through journey available or are you checking CHS-PHL and PHL-LAX separately. It needs to be available as CHS-LAX , so checking the 2 separately may well give you incorrect information
Sep 13, 2019, 7:16 am
#4
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Join Date: Feb 2001
Location: RDU <|> MMX
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Posts: 12,466
Originally booked award ticket CHS-CLT-SAN-LAX-PPT with AA because that's what was available, the LAX-PPT flight being the keystone.. Now I'm seeing positioning CHS-PHL-LAX available in the same class, same date, same saver award level, etc.
AA is telling me they can't change the original flight to the alternative connections because the segments are married.
Is that right, what's the work around?
AA is telling me they can't change the original flight to the alternative connections because the segments are married.
Is that right, what's the work around?
These agents are taking their married segment "training" way too far and trying to implement these policies in instances where they don't apply. AA's married segments do not involve other carriers.
I had PPT-LAX-DFW-RDU booked last month with horrible connection times. A much better LAX-CLT-RDU option opened up. The LAX-CLT-RDU was available as married segments, but they had no problem keeping the 'keystone' PPT-LAX in place while changing the remaining segments to the LAX-CLT-RDU.
Sep 13, 2019, 7:33 am
#5
Original Poster
Join Date: Jul 2010
Posts: 357
This is after 3 calls. I can find and book CHS-PHL-LAX on aa.com, but the agent couldn't. First agent said the flights weren't yoked...whatever that means. Second agent said married segment. Third wanted to cancel the entire trip and rebook.
Sep 13, 2019, 7:38 am
#6
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,591
On aa.com are you putting in a simple search of origin CHS and destination LAX?
Sep 13, 2019, 8:02 am
#8
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I called, said I found a better LAX-RDU routing, but the agent could not see it. I triple checked at aa.com that it was still available, etc. while I was on the phone, but she could not see it. She put me on hold, came back and said the same thing. I said I just checked aa.com again and it's still there. She put me on hold for a second or third time, checked with the rate desk or whoever, finally came back about 5 mins later and said she was able to see it and could change my existing award.
I have no idea what they were looking at originally, or why they couldn't find something that was available clear as day at aa.com, but it worked out in the end.
Sep 13, 2019, 12:18 pm
#10
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Sep 13, 2019, 3:16 pm
#11
Join Date: Oct 2013
Location: SFO
Programs: UA 1K, AA EXP, Hyatt Glob, Hilton Diamond, Marriott Plat, Total Wine & More Reserve
Posts: 4,502
No. Honestly this sounds EXACTLY like what I had to go through above.
I called, said I found a better LAX-RDU routing, but the agent could not see it. I triple checked at aa.com that it was still available, etc. while I was on the phone, but she could not see it. She put me on hold, came back and said the same thing. I said I just checked aa.com again and it's still there. She put me on hold for a second or third time, checked with the rate desk or whoever, finally came back about 5 mins later and said she was able to see it and could change my existing award.
I have no idea what they were looking at originally, or why they couldn't find something that was available clear as day at aa.com, but it worked out in the end.
I called, said I found a better LAX-RDU routing, but the agent could not see it. I triple checked at aa.com that it was still available, etc. while I was on the phone, but she could not see it. She put me on hold, came back and said the same thing. I said I just checked aa.com again and it's still there. She put me on hold for a second or third time, checked with the rate desk or whoever, finally came back about 5 mins later and said she was able to see it and could change my existing award.
I have no idea what they were looking at originally, or why they couldn't find something that was available clear as day at aa.com, but it worked out in the end.
But usually when I walk them through how to find it on the website, they are able to find a way to make the changes.