Jan 18, 2015, 1:29 pm
Last edit by: Prospero
FAQ: "In Recognition of Outstanding Service Excellence" Employee Recognition & Certificates AKA "Above and Beyond" Certificates, Previously "Round of Applause" program)
(including how to meaningfully compliment employees using Twitter)
N.B. This “Applause” program has been the "Round of Applause" program and later the "Above and Beyond" program, based on US Airways' original "Above and Beyond" program, with changes to what employees can win in now quarterly draws.
Much of the original information about this program was posted by members HNL and JonNYC. Recent updates thanks to sukn and NovaEngr.
Updated 16 Aug 2015 - JDiver
(including how to meaningfully compliment employees using Twitter)
N.B. This “Applause” program has been the "Round of Applause" program and later the "Above and Beyond" program, based on US Airways' original "Above and Beyond" program, with changes to what employees can win in now quarterly draws.
Q. I received some certificates titled "In Recognition of Outstanding Service Excellence"; what are they and how do they work?
A. These certificates, also called “Applause” "Above and Beyond" and "Round of Applause"), are mailed to elite AAdvantage members with their status credentials. The number of certificates is based upon their specific Elite status as follows:
Requests for More Certificates: "Unfortunately, requests for additional or replacement certificates cannot be honored." (However, some members claim they've called and been issued more.)
The certificates are numbered with a 12 digit code and intended to be given out to employees who who "go beyond the call of duty to truly make a difference when customers fly" as a form of passenger-generated employee recognition to those They can be handed to or otherwise given (ask other employees how they'd like these - you could mail or email and include the 12 digit certificate code) to "all active American (and U.S.) and American Eagle employees worldwide up to and including Management Level 4 are eligible to participate in the employee recognition program."
Original certificates did not have an expiration date.
A. These certificates, also called “Applause” "
- Executive Platinum - 10 certificates
- Platinum Pro - unknown
- Platinum - 8 certificates
- Gold - 6 certificates
Requests for More Certificates: "Unfortunately, requests for additional or replacement certificates cannot be honored." (However, some members claim they've called and been issued more.)
The certificates are numbered with a 12 digit code and intended to be given out to employees who who "go beyond the call of duty to truly make a difference when customers fly" as a form of passenger-generated employee recognition to those They can be handed to or otherwise given (ask other employees how they'd like these - you could mail or email and include the 12 digit certificate code) to "all active American (and U.S.) and American Eagle employees worldwide up to and including Management Level 4 are eligible to participate in the employee recognition program."
Original certificates did not have an expiration date.
Q. How do employee recognition certificates benefit employees?
A. The certificates are not entered into employee's files at this time (as reported by employees) unlike letters and other communications regarding employee recognition. The certificates are entered (using Jetnet, employee identification and the 12 digit code) into quarterly drawings:
"AA has adopted the US Air(ways) program so the drawings, which used to be monthly, are now quarterly. The drawings used to be for 25k miles but now it is various monetary sums...."
Verified and originally posted by sukn and NovaEngr.
A. The certificates are not entered into employee's files at this time (as reported by employees) unlike letters and other communications regarding employee recognition. The certificates are entered (using Jetnet, employee identification and the 12 digit code) into quarterly drawings:
"AA has adopted the US Air(ways) program so the drawings, which used to be monthly, are now quarterly. The drawings used to be for 25k miles but now it is various monetary sums...."
- 10 employees $10,000 each
- 100 employees $1,000 each
- 250 employees $250 each
Verified and originally posted by sukn and NovaEngr.
Q. How do I use an employee recognition certificate?
A. You may personally hand a certificate to any AA (including wholly owned subsidiaries) employee; they're pre-printed with your name and FFN, you can add brief feedback, and the employee will add their information as necessary.
You may also "award" a certificate by phone - the employee will need the 12 digit code from the certificate you have. (Certificates are designed for single use, so it's a good idea to dispose of used certificates awarded this way, or if you wish to retain it you may want to annotate it as used.)
You may still write a letter or use the "Contact AA" e-mail form to pass on your commendation to AA, as the certificates neither go to supervisor / management nor to be appended to the employee's record.) And read on about using Twitter to register your compliments.
A. You may personally hand a certificate to any AA (including wholly owned subsidiaries) employee; they're pre-printed with your name and FFN, you can add brief feedback, and the employee will add their information as necessary.
You may also "award" a certificate by phone - the employee will need the 12 digit code from the certificate you have. (Certificates are designed for single use, so it's a good idea to dispose of used certificates awarded this way, or if you wish to retain it you may want to annotate it as used.)
You may still write a letter or use the "Contact AA" e-mail form to pass on your commendation to AA, as the certificates neither go to supervisor / management nor to be appended to the employee's record.) And read on about using Twitter to register your compliments.
Q. what else can I do to reward an exceptional employee?
A. You can use Twitter - @AmericanAir - to tweet your compliments. The AA Social Media Twitter team will log your comments, which are forwarded to the employee's supervisor and added to their employee file.
A. You can use Twitter - @AmericanAir - to tweet your compliments. The AA Social Media Twitter team will log your comments, which are forwarded to the employee's supervisor and added to their employee file.
Q. Which employees benefit from "Applause" certificates?
All AA employees below the director level from our mainline and wholly owned carriers (Envoy, Piedmont and PSA) are eligible for the program. Employees of non-owned carriers or AA contractors (e.g. Club bartenders and cleaning staff, employees of Compass et al, etc.) do not qualify for the benefits offered by Applause chits.
All AA employees below the director level from our mainline and wholly owned carriers (Envoy, Piedmont and PSA) are eligible for the program. Employees of non-owned carriers or AA contractors (e.g. Club bartenders and cleaning staff, employees of Compass et al, etc.) do not qualify for the benefits offered by Applause chits.
Q. Wasn't the original "Round of Applause" certificate for miles drawings?
A. The certificates originally could be entered by employees by using the 12 digit code on Jetnet in monthly random drawings for chances to win 25,000 AAdvantage miles.
"One-hundred winners will be chosen monthly and announced on Jetnet on the 15th of each month following the drawing. The first drawing will be on December 1st and on the first of each month thereafter with the final drawing on May 1, 2007." N.B. Employees were required to pay taxes on these "winnings" just as we are taxed on non-"earned" miles won in contests.
A. The certificates originally could be entered by employees by using the 12 digit code on Jetnet in monthly random drawings for chances to win 25,000 AAdvantage miles.
"One-hundred winners will be chosen monthly and announced on Jetnet on the 15th of each month following the drawing. The first drawing will be on December 1st and on the first of each month thereafter with the final drawing on May 1, 2007." N.B. Employees were required to pay taxes on these "winnings" just as we are taxed on non-"earned" miles won in contests.
Q. What did the "Round of Applause" certificates replace?
A. The program superseded the "You're SomeOne Special" ("SOS") program as of 2006. Three SOS certificates could be used for one round trip positive space; certificates could be used for merchandise discounts or gift certificates. They were very popular.
A. The program superseded the "You're SomeOne Special" ("SOS") program as of 2006. Three SOS certificates could be used for one round trip positive space; certificates could be used for merchandise discounts or gift certificates. They were very popular.
Links to related resources:
Employee reactions: Question for AA Crew: Your preference on Applause Certs
The archive can be searched for posts by AAFA, jrhone, skylady and sluggoaafa; they are also linked to in the OP.
Other ways of providing employee feedback / recognition:
These are merged, archival threads with information about the SOS program, its benefits, discontinuation and how some attempted to appeal to AA or create their own responses:
The LUS thread: Above and Beyond Certificates (now AA & US - see Combined forum) posts have been merged into this thread (17 October 2017).
Link to ARCHIVE: "Rounds of Applause" Employee Recognition and Certificates
You're Someone Special - SOS program employee recognition [merged]
You're SomeOne Special Program (SOS) - Discontinued [merged]
and Appeal to AA (and attempts) to bring back the SOS / SomeOne Special program [merged]
Employee reactions: Question for AA Crew: Your preference on Applause Certs
The archive can be searched for posts by AAFA, jrhone, skylady and sluggoaafa; they are also linked to in the OP.
Other ways of providing employee feedback / recognition:
Originally Posted by AA.com
Compliment/Complaint/Comment
Contact Information (including)
"We want to be sure we hear from you. Please verify that you are on the correct country version of aa.com, by checking the country flag displayed at the top of the page. Then submit your comments or inquiries using the link below: "
Email AA Customer Relations (pops up AA e-form)
Other relevant Contact Information
Mail/Overnight mail
American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Phone: 817-786-3778
Fax: 480-693-2300
Contact Information (including)
- Praise/Compliments
- Concerns/Complaints
- Suggestions/Comm
"We want to be sure we hear from you. Please verify that you are on the correct country version of aa.com, by checking the country flag displayed at the top of the page. Then submit your comments or inquiries using the link below: "
Email AA Customer Relations (pops up AA e-form)
Other relevant Contact Information
Mail/Overnight mail
American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Phone: 817-786-3778
Fax: 480-693-2300
The LUS thread: Above and Beyond Certificates (now AA & US - see Combined forum) posts have been merged into this thread (17 October 2017).
Link to ARCHIVE: "Rounds of Applause" Employee Recognition and Certificates
You're Someone Special - SOS program employee recognition [merged]
You're SomeOne Special Program (SOS) - Discontinued [merged]
and Appeal to AA (and attempts) to bring back the SOS / SomeOne Special program [merged]
Updated 16 Aug 2015 - JDiver
Applause Outstanding Service Excellence Employee Recognition Certs / Chits
Apr 26, 2015, 12:11 pm
#76
Join Date: May 2007
Programs: AAdvantage, Hilton
Posts: 3,191
May 9, 2015, 9:26 am
#78
Join Date: May 2007
Programs: AAdvantage, Hilton
Posts: 3,191
If you want more certs, AAdvantage CS will mail you some more.
May 9, 2015, 9:57 am
#79
Suspended
Join Date: Mar 2001
Location: FIND ME ON TWITTER FOR THE LATEST
Posts: 27,730
May 13, 2015, 11:39 am
#82
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Jun 17, 2015, 7:49 am
#83
Original Member
Join Date: May 1998
Location: los angeles
Programs: Hyatt Courtesy card. Delta 2MM Diamond. AA platinum pro
Posts: 1,898
I just contacted CS and requested more Certificates. I was politely told no. I was told it wasn't fair to the employees.
Jun 18, 2015, 8:41 am
#84
Join Date: Mar 2010
Location: NYC
Programs: AA EXP, UA Platinum, Alaksa MVP 75K, Air Berlin Gold, HHonors Diamond, Marriott Gold, Hertz PC
Posts: 2,389
And you're absolutely right - it's not fair to the employees. You're trying to recognize them!
Jun 18, 2015, 1:32 pm
#85
Original Member
Join Date: May 1998
Location: los angeles
Programs: Hyatt Courtesy card. Delta 2MM Diamond. AA platinum pro
Posts: 1,898
I actually wrote to them and suggested that EXPs should receive twice as many certificates as PLTs. Both receive 8 each year- doesn't seem right.
Aug 15, 2015, 6:22 am
#86
Join Date: Jan 2002
Location: Phoenix/Columbus
Programs: Delta Silver Medallion, United Gold, US Airways silver
Posts: 1,717
getting off topic?
Maybe need a new thread here about overall customer service?
Most of my experiences (>80%) have been very positive. I verbally thank the flight attendants when leaving the aircraft, but have not dug out those "In recognition of outstanding service excellence" certificates I received with my AAdvantage card.
It seems like a lot of work to fill these small "certificates" out (employee name, employee #, location/role, etc.). At least my name and ff# are printed in them!
Are many of these submitted? Does it have any impact on FA evaluation or incentives? If more were used, would it improve customer service?
Most of my experiences (>80%) have been very positive. I verbally thank the flight attendants when leaving the aircraft, but have not dug out those "In recognition of outstanding service excellence" certificates I received with my AAdvantage card.
It seems like a lot of work to fill these small "certificates" out (employee name, employee #, location/role, etc.). At least my name and ff# are printed in them!
Are many of these submitted? Does it have any impact on FA evaluation or incentives? If more were used, would it improve customer service?
Aug 15, 2015, 7:08 am
#87
Formerly known as billinaz
Join Date: Oct 2003
Location: Goodyear,AZ for now then FL Spacecoast
Programs: US Airways Dividend Miles, American AAdvantage, Avis Preferred, Budget Rapid Rez, Hilton Honors
Posts: 1,145
Maybe need a new thread here about overall customer service?
Most of my experiences (>80%) have been very positive. I verbally thank the flight attendants when leaving the aircraft, but have not dug out those "In recognition of outstanding service excellence" certificates I received with my AAdvantage card.
It seems like a lot of work to fill these small "certificates" out (employee name, employee #, location/role, etc.). At least my name and ff# are printed in them!
Are many of these submitted? Does it have any impact on FA evaluation or incentives? If more were used, would it improve customer service?
Most of my experiences (>80%) have been very positive. I verbally thank the flight attendants when leaving the aircraft, but have not dug out those "In recognition of outstanding service excellence" certificates I received with my AAdvantage card.
It seems like a lot of work to fill these small "certificates" out (employee name, employee #, location/role, etc.). At least my name and ff# are printed in them!
Are many of these submitted? Does it have any impact on FA evaluation or incentives? If more were used, would it improve customer service?
They get put into a drawing for some bonus. The FA I had last week said he has never been picked.................. I also send something to customer service as well.
Aug 15, 2015, 2:35 pm
#88
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
As indicated in the wiki, a drawing for 25,000 AAdvantage miles - upon which "winners" must pay taxes.
Aug 15, 2015, 4:00 pm
#89
Join Date: Dec 2013
Location: SFO/STS
Programs: AA EXP, HH Diamond
Posts: 395
Back to Miles or is it still Money?
A couple of posts have quoted the $10,000 award. Has this now changed to 25,000 miles? The last time I asked an FA about it she indicated the drawing for $10,000 but that was last year.
Aug 15, 2015, 4:14 pm
#90
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
I've not heard of the cash award, but it would seem to be more useful than 25,000 miles (and easier in the mind to pay taxes on $10,000 than an inflated valuation of 25,000 miles).