Is it always this....mediocre?
Dec 30, 2019, 1:31 pm
#1
Original Poster
Join Date: Dec 2005
Programs: DL GM, AA PLT.
Posts: 537
Is it always this....mediocre?
This is, I admit, just venting but I may feel better at the end 
Highlights of a recent UK-US trip, Y ticket upgraded to J by paying on the day each way -
FA announcements onboard -
"American airlines, we're going for average."
"For those who have the misfortune to be in the main cabin, there will be what the airline laughably calls food."
"About an hour and a half before landing, in the main cabin there will be what they tell us to describe as a continental breakfast. It's a muffin. I wouldn't bother."
(When a connection was blown and I had to take a flight the next day)
"I know you paid for an upgrade, but you have to pay again otherwise that would be stealing. You can either pay again or I can put you a London flight in coach and we keep the money."
I know I shouldn't expect the earth, but really?
Highlights of a recent UK-US trip, Y ticket upgraded to J by paying on the day each way -
FA announcements onboard -
"American airlines, we're going for average."
"For those who have the misfortune to be in the main cabin, there will be what the airline laughably calls food."
"About an hour and a half before landing, in the main cabin there will be what they tell us to describe as a continental breakfast. It's a muffin. I wouldn't bother."
(When a connection was blown and I had to take a flight the next day)
"I know you paid for an upgrade, but you have to pay again otherwise that would be stealing. You can either pay again or I can put you a London flight in coach and we keep the money."
I know I shouldn't expect the earth, but really?
Dec 30, 2019, 1:59 pm
#3
Suspended
Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
To the first remarks. I assume the FA was trying to be funny. I leave it to others whether in fact it was (brutally) honest and appropriate. Personally I'd laugh it off.
To the more second serious charge.If you paid for an upgrade whether cash/miles or cash then you need to be given the choice of being re-accommodated in J or be offer a refund of miles/cash if you instead choose a flight in Y to get home on time. There's no "stealing" involved. Someone is making up the rules as they go along. I'd report that to AA.
To the more second serious charge.If you paid for an upgrade whether cash/miles or cash then you need to be given the choice of being re-accommodated in J or be offer a refund of miles/cash if you instead choose a flight in Y to get home on time. There's no "stealing" involved. Someone is making up the rules as they go along. I'd report that to AA.
Dec 30, 2019, 2:15 pm
#4
Original Poster
Join Date: Dec 2005
Programs: DL GM, AA PLT.
Posts: 537
Yes, all said on board. I didn't care massively, but it just seemed a bit inappropriate. Wouldn't make me feel great to fly in coach.
As for the upgrade, that was their comment. They clearly wanted rid of me.
I've contacted them about the "stealing" thing as saying that to a passenger was a bit out of order.
As for the upgrade, that was their comment. They clearly wanted rid of me.
I've contacted them about the "stealing" thing as saying that to a passenger was a bit out of order.
Dec 30, 2019, 2:28 pm
#6
Suspended
Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
Yes, all said on board. I didn't care massively, but it just seemed a bit inappropriate. Wouldn't make me feel great to fly in coach.
As for the upgrade, that was their comment. They clearly wanted rid of me.
I've contacted them about the "stealing" thing as saying that to a passenger was a bit out of order.
As for the upgrade, that was their comment. They clearly wanted rid of me.
I've contacted them about the "stealing" thing as saying that to a passenger was a bit out of order.
Dec 30, 2019, 2:38 pm
#7
Original Poster
Join Date: Dec 2005
Programs: DL GM, AA PLT.
Posts: 537
Bought an upgrade to J upon checking in online. Paid by cc.
Flight then missed, due to weather delay on a connection (all AA, all one PNR.)
Customer service desk initially re-routed me through London, followed by a domestic connection on BA in Y. They specifically said the TATL part was in J (I asked twice to confirm this) but said because the London flight was imminent I had to go to the gate to get my BP.
I went to the gate. The GA there said I was in Y, commented i could never have been in J as it was full.
Back to customer service desk. Same agent. Denied having told me I was re-booked in J.
I asked to fly my scheduled flight, but the following day.
Agent says ok, but you're in Y.
I asked what happened to the purchased upgrade. Agent claimed I had to buy another one, or that would be 'stealing' and the airline 'out of pocket.'
Dec 30, 2019, 2:43 pm
#8
Join Date: Feb 2009
Location: USA
Programs: Chase Sapphire Reserve, WFBF
Posts: 1,573
Ok, in short order -
Bought an upgrade to J upon checking in online. Paid by cc.
Flight then missed, due to weather delay on a connection (all AA, all one PNR.)
...
I asked what happened to the purchased upgrade. Agent claimed I had to buy another one, or that would be 'stealing' and the airline 'out of pocket.'
Bought an upgrade to J upon checking in online. Paid by cc.
Flight then missed, due to weather delay on a connection (all AA, all one PNR.)
...
I asked what happened to the purchased upgrade. Agent claimed I had to buy another one, or that would be 'stealing' and the airline 'out of pocket.'
Originally Posted by https://www.aa.com/i18n/fragments/merchandising/upgrades/LFBUTerms.jsp
Customers who are unable to use their purchased day of departure upgrades due to an involuntary seat change, equipment change, routing change, flight cancellation, or missed connection due to a late incoming flight are eligible for a refund.
Dec 30, 2019, 2:45 pm
#10
FlyerTalk Evangelist
Join Date: May 2012
Location: MCO
Programs: AA, B6, DL, EK, EY, QR, SQ, UA, Amex Plat, Marriott Tit, HHonors Gold
Posts: 12,809
This is, I admit, just venting but I may feel better at the end
Highlights of a recent UK-US trip, Y ticket upgraded to J by paying on the day each way -
FA announcements onboard -
"American airlines, we're going for average."
"For those who have the misfortune to be in the main cabin, there will be what the airline laughably calls food."
"About an hour and a half before landing, in the main cabin there will be what they tell us to describe as a continental breakfast. It's a muffin. I wouldn't bother."
Highlights of a recent UK-US trip, Y ticket upgraded to J by paying on the day each way -
FA announcements onboard -
"American airlines, we're going for average."
"For those who have the misfortune to be in the main cabin, there will be what the airline laughably calls food."
"About an hour and a half before landing, in the main cabin there will be what they tell us to describe as a continental breakfast. It's a muffin. I wouldn't bother."
(When a connection was blown and I had to take a flight the next day)
"I know you paid for an upgrade, but you have to pay again otherwise that would be stealing. You can either pay again or I can put you a London flight in coach and we keep the money."
I know I shouldn't expect the earth, but really?
"I know you paid for an upgrade, but you have to pay again otherwise that would be stealing. You can either pay again or I can put you a London flight in coach and we keep the money."
I know I shouldn't expect the earth, but really?
Dec 30, 2019, 2:49 pm
#11
Join Date: Feb 2009
Location: USA
Programs: Chase Sapphire Reserve, WFBF
Posts: 1,573
Whether the downgrade was voluntary or not seems irrelevant-- the terms I linked to in my post above indicate that the customer would be due a refund for the unused DODU because it was due to a missed connection. This is not an ambiguous situation. The OP can and should simply ask AA for a refund-- no details needed other than missed connection caused the OP not to be able to use the upgrade.
Dec 30, 2019, 3:04 pm
#12
Original Poster
Join Date: Dec 2005
Programs: DL GM, AA PLT.
Posts: 537
Whether the downgrade was voluntary or not seems irrelevant-- the terms I linked to in my post above indicate that the customer would be due a refund for the unused DODU because it was due to a missed connection. This is not an ambiguous situation. The OP can and should simply ask AA for a refund-- no details needed other than missed connection caused the OP not to be able to use the upgrade.
It didn't, and doesn't make sense to me they couldn't just transfer the upgrade over to the next day. Surely AA's system is able to do that?
Then again, the customer service agent spent much of the interaction on her phone, so......
Dec 30, 2019, 3:50 pm
#14
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,719
OP's experience reminds me of the very lowest days of labor relations at NW and UA, 20-odd years ago, when there was seemingly no limit to the employee snark, on the ground and in the air.
Dec 30, 2019, 4:38 pm
#15
Original Poster
Join Date: Dec 2005
Programs: DL GM, AA PLT.
Posts: 537
Thank you for your replies.
AA have responded to my email. Refund of the first, unused upgrade fee in 10 working days and 10,000 miles.
Whether significant or not I don't know, but according to the email the miles are for my domestic connection going mech (which never got mentioned, the pilot blamed weather) rather than any of the other stuff.
A semi-happy ending.
AA have responded to my email. Refund of the first, unused upgrade fee in 10 working days and 10,000 miles.
Whether significant or not I don't know, but according to the email the miles are for my domestic connection going mech (which never got mentioned, the pilot blamed weather) rather than any of the other stuff.
A semi-happy ending.