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FiveMileFinal got it right
Agree 100%.
Originally Posted by FiveMileFinal
(Post 31941795)
My goodness, this. So much finger-wagging and stanning for this garbage-as-heck airline. Really? Do y’all think AA is monitoring this thread and taking notes on those who bootlick the best? Y’all need to quit. It’s really shameful and beneath you.
The guy was in paid freakin’ J. I could sorta understand if he was some upgrader, but he’s the definition of a customer you’d want to take care of as an airline. I get you want to go out on time, but as a business you need to understand that that isn’t always gonna happen. They knew he was coming. They knew why he was late. Why risk future revenue to meet some artificial goal? How tone-deaf does one have to be to provide such poor service to a high-rev passenger? I've had American do this to me on several occasions, and each time I’ve stood firm and told the agent I will fly in the class of service I paid for and that it’s up to them to figure out how. When the airline causes the problem, they’re the ones who should fix it, not me. |
Originally Posted by sbrower
(Post 31918199)
I wish I could agree with your analysis, but I think it is lacking. Do you know how AA computes the "difference" in fare? I have been fortunate not to have this situation personally, but my impression from flying more than most people here (at least 4,000,000 miles of it on AA), is that they might use the "highest" coach fare, which is way different than what you would have actually paid. Further, getting a refund to coach fare is not an adequate answer. The passenger paid for J, the flight was late due to an AA error (insufficient crew for timely departure of the prior flight), and the passenger should have been given his paid seat (i.e. - the person who got the upgrade should have been told "We regret upgrading you too soon, here is a $250 travel voucher for your inconvenience, but you need to go back to your coach seat.")
I agree with other comments that probably the GA had upgraded someone as a favor - friend or non-rev - and didn't want to pull them out. These people have way to much of a sense of power over these flights, often forgetting that if not for the passengers they are treating so rudely they wouldn't have a job in the first place. So many times over the years I have been barked at or treated extremely rude for rushing up to the gate out of breath and asking a simple, polite question of the GA before the door is closed on a departing flight. |
Originally Posted by wcthomps
(Post 31945491)
So many times over the years I have been barked at or treated extremely rude for rushing up to the gate out of breath and asking a simple, polite question of the GA before the door is closed on a departing flight.
Last week I had an early morning flight on Southwest (I fly AA about 85% with Southwest as my backup) from HOU to TPA. Somehow I misread my boarding pass and instead of going to gate 4, I went to gate 44. Well, when I heard my name being called over the PA, I asked the Gate 44 attendant what was up. We figured out I was in the WRONG place, and he told me I better hurry. I asked if he could call Gate 4 to tell them I’m on my way. He said, “No Problem”. I RAN from 44 to 4, knowing that if I missed this flight it would be about 10 hours to the next direct option. When I was about 2 gates away and I truly thought my heart would give out, I heard someone calling my name. It wasn’t from the PA. The Gate 4 agent was telling me to, “slow down” - that they knew I was coming, “All good”. As I approached the jet bridge, the pilot, who also knew I was on-my-way/late, greeted me and told me to take it easy. I was the last person to board. After the flight, the same pilot made a point to say, “Glad you were able to make it!” Something about all this made me feel good that day. |
Originally Posted by Beachfun71
(Post 31946326)
As I approached the jet bridge, the pilot, who also knew I was on-my-way/late, greeted me and told me to take it easy. I was the last person to board. After the flight, the same pilot made a point to say, “Glad you were able to make it!”
Something about all this made me feel good that day. Back in the late 70's when I was a young lad, my family was hurrying to make an Eastern Airlines connection in Atlanta. I remember my dad hurrying us along to get to our connecting flight and as we got to the gate, he had a huge sigh of defeat to see our 727 pulling away from the gate. The gate agent picked up the phone and said "hold the plane for 4". The plane stopped in its tracks, we were escorted down to the ramp and the 1L boarding ladder was deployed for us to board. We probably got a lot of strange looks, but we made it home on time. |
Originally Posted by wcthomps
(Post 31945491)
Best comment I've seen so far. For a flight of a few hours, no big deal. For a 13 hour flight and given the cost paid for his ticket this was inexcusable treatment. If you sit in economy you might not expect special treatment, but in his case they should have been monitoring his inbound flight and watching for him to come running up to the gate so they could get him in his paid seat. If they closed the door before he arrived they could have always upgraded someone pre-departure after closing the door - this has happened to me several times (Delta).
Originally Posted by wcthomps
(Post 31945491)
I agree with other comments that probably the GA had upgraded someone as a favor - friend or non-rev - and didn't want to pull them out. These people have way to much of a sense of power over these flights, often forgetting that if not for the passengers they are treating so rudely they wouldn't have a job in the first place. . If it had been just a "regular" pax, she wouldn't have been so adamantly opposed to returning him/her back to his/her original seat and given the OP his rightful seat. |
Originally Posted by PHL
(Post 31946887)
If all the employees were like this, AA would win every customer service award. Policies are not always "one size fits all".
Back in the late 70's when I was a young lad, my family was hurrying to make an Eastern Airlines connection in Atlanta. I remember my dad hurrying us along to get to our connecting flight and as we got to the gate, he had a huge sigh of defeat to see our 727 pulling away from the gate. The gate agent picked up the phone and said "hold the plane for 4". The plane stopped in its tracks, we were escorted down to the ramp and the 1L boarding ladder was deployed for us to board. We probably got a lot of strange looks, but we made it home on time. But I think so airlines do hold planes for passengers. Southwest definitely does. Alaska does to a certain extent. Not sure about United. I also feel Southwest passengers are nicer, so they would actually be happy to hold it. Not sure about United passengers. |
Originally Posted by corporate666
(Post 31917295)
I ended up arriving in PUS 24 hours after I was supposed so, and missed the birth of my daughter. Not happy.
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Originally Posted by tom911
(Post 31947477)
It's been a week now. Have you had any communication with/from AA about this?
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Originally Posted by sbrower
(Post 31918199)
The passenger paid for J, the flight was late due to an AA error (insufficient crew for timely departure of the prior flight), and the passenger should have been given his paid seat (i.e. - the person who got the upgrade should have been told "We regret upgrading you too soon, here is a $250 travel voucher for your inconvenience, but you need to go back to your coach seat.")
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So much this. I have had this happen on WN as well. I can't imagine this ever happening on AA.
I moved to a market that's only served by AA and Dl. I miss the attitude of the WN folks. J
Originally Posted by Beachfun71
(Post 31946326)
I am a generally very satisfied AA customer, so this is not a complaint - just an observation.
Last week I had an early morning flight on Southwest (I fly AA about 85% with Southwest as my backup) from HOU to TPA. Somehow I misread my boarding pass and instead of going to gate 4, I went to gate 44. Well, when I heard my name being called over the PA, I asked the Gate 44 attendant what was up. We figured out I was in the WRONG place, and he told me I better hurry. I asked if he could call Gate 4 to tell them I’m on my way. He said, “No Problem”. I RAN from 44 to 4, knowing that if I missed this flight it would be about 10 hours to the next direct option. When I was about 2 gates away and I truly thought my heart would give out, I heard someone calling my name. It wasn’t from the PA. The Gate 4 agent was telling me to, “slow down” - that they knew I was coming, “All good”. As I approached the jet bridge, the pilot, who also knew I was on-my-way/late, greeted me and told me to take it easy. I was the last person to board. After the flight, the same pilot made a point to say, “Glad you were able to make it!” Something about all this made me feel good that day. |
This has been a really helpful post but I haven't read all of them, but perhaps a summary is in order from my reading that would simply be.
If you paid for a J seat, be patient, don't get flustered, don't immediately accept their downgrade and ask them to fix the problem they created? |
Originally Posted by jhalapin
(Post 31948310)
So much this. I have had this happen on WN as well. I can't imagine this ever happening on AA.
J |
Originally Posted by Often1
(Post 31923850)
AA routinely holds flights such as this, but "routinely" does not mean "every." Neither you nor I have access to the specific data for this flight, nor are we the Ops people who control all of this.
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Originally Posted by tfizzle
(Post 31948447)
….
If you paid for a J seat, be patient, don't get flustered, don't immediately accept their downgrade and ask them to fix the problem they created? This may sound a bit confrontational to some, but this may be the only way to get appropriate service with AA, with the culture they have created. Either you will inconvenience them, or you will suffer the fate of the OP. |
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