What compensation can/should I get for my paid J seat given away? (to merge)
Jan 12, 2020, 7:45 pm
#122
Join Date: Apr 2001
Posts: 592
FiveMileFinal got it right
Agree 100%.
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.
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.
Jan 13, 2020, 12:29 pm
#123
Join Date: Nov 2012
Location: The Marriott... & occasionally Saginaw, MI
Programs: Delta DM, Marriott Plat, IHG Plat, National EE
Posts: 48
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.
Jan 13, 2020, 3:53 pm
#124
Join Date: Jul 2018
Location: SE Wisconsin
Programs: AA EXP, Hilton Diamond for Life
Posts: 337
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.
Jan 13, 2020, 7:05 pm
#125
FlyerTalk Evangelist
Join Date: Dec 2000
Location: PHL, NYC
Programs: AA PLT, DL SLV, UA SLV, MR LTT, HH DIA
Posts: 10,073
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.
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.
Jan 13, 2020, 9:17 pm
#126
Join Date: Dec 2019
Posts: 33
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).
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.
Jan 13, 2020, 9:20 pm
#127
Join Date: Sep 2008
Posts: 7,875
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.
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.
Jan 13, 2020, 10:51 pm
#128
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
Jan 13, 2020, 10:53 pm
#129
Join Date: Jul 2004
Location: SNA
Programs: AA EXP, UA 1K (until it expires then never again), *wood Plat, Marriott Gold
Posts: 9,239
Jan 14, 2020, 5:39 am
#130
Join Date: Aug 2003
Location: Washington,DC
Posts: 1,822
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.")
Jan 14, 2020, 5:54 am
#131
Join Date: Jun 2013
Location: FSD
Programs: AA CK, DL SM, UA PS, HH Diamond, Bonvoy Titanium , Hyatt Globalist, Global Entry, CLEAR
Posts: 458
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
I moved to a market that's only served by AA and Dl. I miss the attitude of the WN folks.
J
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.
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.
Jan 14, 2020, 6:38 am
#132
Join Date: Sep 2014
Location: Portland, OR.
Programs: AA PPro
Posts: 607
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?
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?
Jan 14, 2020, 7:44 am
#133
Join Date: Sep 2015
Programs: AA - EXP
Posts: 33
Last week on AA, last flight out PHL-CMH flight was held for about 15 pax. The last 5 to arrive were upgraded at the gate. All pax were on a late to arrive international flight. At least 3 separate reservations. Nobody in the upgraded party had status. Miracles can happen.
Jan 14, 2020, 8:04 am
#134
Join Date: Jun 2001
Location: New York, NY
Posts: 3,698
I don't think "routinely" means what you think it means. It's been years since I've even heard of this happening on AA given their relentless focus on D0. Unlike United, which actively manages to minimize misconnects, AA seems to focus exclusively on getting any given flight out on time, regardless of downstream consequences. More importantly, in a situation like this where there is in fact time to resolve the problem, AA lacks a customer service culture to encourage and empower its employees to get to a good solution for its high value customers.
Jan 14, 2020, 8:46 am
#135
FlyerTalk Evangelist
Join Date: Aug 2014
Programs: Top Tier with all 3 alliances
Posts: 11,672
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.