Against the rules to give up your FC seat?
Feb 13, 2020, 9:53 am
#31
Join Date: Dec 2006
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Assuming this is all true and the facts are as stated... Wow. Just wow. WT* AA? And WT* AA CS?
I mean, really...Borden is a billion-dollar US company, based in Dallas TX, you'd think customer service would have a short list of local CEOs that fly (are flying) on AA and have the presence of mind to quickly establish veracity of a letter/e-mail/message from one addressed to DP and ensure it gets to DP personally...
Then again, maybe this is what happens to high-flying CEOs when the company files bankruptcy...
smh
I mean, really...Borden is a billion-dollar US company, based in Dallas TX, you'd think customer service would have a short list of local CEOs that fly (are flying) on AA and have the presence of mind to quickly establish veracity of a letter/e-mail/message from one addressed to DP and ensure it gets to DP personally...
Then again, maybe this is what happens to high-flying CEOs when the company files bankruptcy...
smh
Last edited by AAir_head; Feb 13, 2020 at 12:41 pm Reason: correct factual error
Feb 13, 2020, 9:56 am
#32
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I have to wonder if this had not been a corporate CEO for a fairly large company (I certainly recognized the name) would AA have just sent Form Letter #2 basically telling the customer to go pound sand.
My guess is that some/many/all of the "customer service" reps answering complaint emails automatically take the FA's or GAS's side. Maybe AA trains them to do this.
Feb 13, 2020, 10:37 am
#33
Join Date: Aug 2018
Posts: 124
If AA understood anything about corporate comms and customer service they wouldn’t have even brought up the policy itself. They would have just apologized for the incident and thrown in some worthless miles. But the Internet is forever. And now they own this.
Feb 13, 2020, 10:52 am
#34
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The response back to the CEO was an apology. The initial response to the young lady was to go pound sand.
Feb 13, 2020, 10:59 am
#35
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The international tariff rules stipulate that the passenger must fly in the class of service for which they are ticketed.
https://www.aa.com/i18n/Tariffs/AA1.html
I cannot find the detailed tariffs for a domestic flight, but I'm sure buried in the AA fine print there is verbiage that says the same (passenger required to fly in class of service for which they are ticketed). AA will always fall back on that, no matter how rude the flight attendant was.
The FA and Captain also have the right to move passengers between cabins for varying reasons. That also includes simply saying 'ok' when someone offers to swap their F seat for someone in Y. Happens all the time, and it's perfectly legal (again - with crew blessing).
https://www.aa.com/i18n/Tariffs/AA1.html
I cannot find the detailed tariffs for a domestic flight, but I'm sure buried in the AA fine print there is verbiage that says the same (passenger required to fly in class of service for which they are ticketed). AA will always fall back on that, no matter how rude the flight attendant was.
The FA and Captain also have the right to move passengers between cabins for varying reasons. That also includes simply saying 'ok' when someone offers to swap their F seat for someone in Y. Happens all the time, and it's perfectly legal (again - with crew blessing).
Feb 13, 2020, 11:05 am
#36
Join Date: Nov 2003
Location: Here and there
Programs: AA EXP
Posts: 1,551
The international tariff rules stipulate that the passenger must fly in the class of service for which they are ticketed.
https://www.aa.com/i18n/Tariffs/AA1.html
https://www.aa.com/i18n/Tariffs/AA1.html
Feb 13, 2020, 11:31 am
#38
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The international tariff rules stipulate that the passenger must fly in the class of service for which they are ticketed.
https://www.aa.com/i18n/Tariffs/AA1.html
I cannot find the detailed tariffs for a domestic flight, but I'm sure buried in the AA fine print there is verbiage that says the same (passenger required to fly in class of service for which they are ticketed). AA will always fall back on that, no matter how rude the flight attendant was.
The FA and Captain also have the right to move passengers between cabins for varying reasons. That also includes simply saying 'ok' when someone offers to swap their F seat for someone in Y. Happens all the time, and it's perfectly legal (again - with crew blessing).
https://www.aa.com/i18n/Tariffs/AA1.html
I cannot find the detailed tariffs for a domestic flight, but I'm sure buried in the AA fine print there is verbiage that says the same (passenger required to fly in class of service for which they are ticketed). AA will always fall back on that, no matter how rude the flight attendant was.
The FA and Captain also have the right to move passengers between cabins for varying reasons. That also includes simply saying 'ok' when someone offers to swap their F seat for someone in Y. Happens all the time, and it's perfectly legal (again - with crew blessing).
BTW, in this case, the FA did approve the seat swap at the beginning of the flight.
Feb 13, 2020, 11:43 am
#39
Join Date: Jul 2004
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I have to wonder if this had not been a corporate CEO for a fairly large company (I certainly recognized the name) would AA have just sent Form Letter #2 basically telling the customer to go pound sand.
Feb 13, 2020, 11:57 am
#40
Join Date: Jan 2003
Location: DL: Silver; AA: EX PLAT; UA: Silver; HY: DIA; HH: DIA; MR: TIT
Posts: 1,708
When you buy a ticket for a flight in a particular class, that is what you are buying ; there is no entitlement to swap around passengers between classes of service
If the person had asked in advance whether it would be ok to swap , the attendant would either have said yes or no - if asked in advance, the attendant's response might have been different or may have still have said no
Either way, it would have avoided the situation that the passenger created
If the person had asked in advance whether it would be ok to swap , the attendant would either have said yes or no - if asked in advance, the attendant's response might have been different or may have still have said no
Either way, it would have avoided the situation that the passenger created
Feb 13, 2020, 11:59 am
#41
Join Date: Jan 2003
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Posts: 1,708
Assuming this is all true and the facts are as stated... Wow. Just wow. WT* AA? And WT* AA CS?
I mean, really...nevermind Fortune 500, or 100--Borden is a Fortune 20 US company, you'd think customer service would have a short list of CEOs that fly (are flying) on AA and have the presence of mind to quickly establish veracity of a letter/e-mail/message from one addressed to DP and ensure it gets to DP personally...
Then again, maybe this is what happens to high-flying CEOs when the company files bankruptcy...
smh
I mean, really...nevermind Fortune 500, or 100--Borden is a Fortune 20 US company, you'd think customer service would have a short list of CEOs that fly (are flying) on AA and have the presence of mind to quickly establish veracity of a letter/e-mail/message from one addressed to DP and ensure it gets to DP personally...
Then again, maybe this is what happens to high-flying CEOs when the company files bankruptcy...
smh
Feb 13, 2020, 12:21 pm
#43
Join Date: Jun 2001
Location: New York, NY
Posts: 3,698
The international tariff rules stipulate that the passenger must fly in the class of service for which they are ticketed.
https://www.aa.com/i18n/Tariffs/AA1.html
https://www.aa.com/i18n/Tariffs/AA1.html
I cannot find the detailed tariffs for a domestic flight, but I'm sure buried in the AA fine print there is verbiage that says the same (passenger required to fly in class of service for which they are ticketed). AA will always fall back on that, no matter how rude the flight attendant was.
I know people like to defend AA's adherence to the rules, but I really don't understand when people make up rules to justify AA's actions. This is just something that the FA seems to have made up, and as many people have pointed out, in practice these sorts of switches happen all the time. It's made worse by the fact that the FA initially approved the swap, but AA doesn't seem to actually have any written policy requiring such permission.
Feb 13, 2020, 12:26 pm
#44
Join Date: Jul 2014
Location: North Sentinel Island
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Posts: 777
The response to the CEO looked like Form Letter #3 actually. Notice it had no details about the actual issue, someone pressed the "EXP"+"Rude"+"Sorry" buttons and out came the reply that same or similar letter is likely in hundreds of inboxes.
Feb 13, 2020, 12:36 pm
#45
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If only...
Security is the typical excuse to absolve the power-tripping employee of any need to explain the situation.
Overall, this doesn't really come as much of a surprise. AA employee's routinely make up their own rules and it's not as if customer service has any knowledge of which ones are real and which ones are not.
Overall, this doesn't really come as much of a surprise. AA employee's routinely make up their own rules and it's not as if customer service has any knowledge of which ones are real and which ones are not.