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Outstanding Service Excellence (Above and Beyond) Employee Recognition Certs / Chits

Outstanding Service Excellence (Above and Beyond) Employee Recognition Certs / Chits

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Old Dec 8, 17, 10:30 am   -   Wikipost
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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 "Round of Applause" program is now 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 "Above and Beyond" (previously "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:
  • 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.)


"Round of Applause" chit

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 "Round of Applause" certificates do not have an expiration date at this time.
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...."
  • 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.
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.
Q. Which employees benefit from "Round of 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 RoA 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.
Q. What did the "Round of Applause" certificates replace?

A. The AApplause 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:

Originally Posted by AA.com
Compliment/Complaint/Comment

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
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]
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

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Old Jan 26, 13, 6:49 pm
  #1  
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Join Date: Jan 2007
Location: Laguna Niguel, CA
Programs: AA PLT, 1.8mm
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Outstanding Service Excellence (Above and Beyond) Employee Recognition Certs / Chits

just got a new stock of AApplause certs today with my new card and was adding them to the existing stack of certs when I noticed that half of the certs had expiration dates (2010 and 2011), the others, and the ones I got today have no expiration date. I hope the ones I gave out last month were not expired....
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Old Jan 26, 13, 8:37 pm
  #2  
 
Join Date: Nov 2009
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Originally Posted by clockhand View Post
..... I have 8 or so certificate that I can give to AA employees when they go above and beyond.

Does anybody know what exactly they get?
Other people have answered this regarding tangible benefit. And frankly based on this, I at times feel sheepish about rewarding great service with such a small tangible reward. But I give them out frequently. My standard is simply friendliness and responsiveness to requests. Every AAplause I have given out has been accepted graciously, typically with sincere thanks when given and again when leaving the plane.

I think it is just the little effort to thank somebody in a work day filled with the same old same old. It is very human to get a psychological boost from this.
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Old Jan 26, 13, 10:04 pm
  #3  
 
Join Date: Nov 2004
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Originally Posted by bubba198 View Post
Other people have answered this regarding tangible benefit. And frankly based on this, I at times feel sheepish about rewarding great service with such a small tangible reward. But I give them out frequently. My standard is simply friendliness and responsiveness to requests. Every AAplause I have given out has been accepted graciously, typically with sincere thanks when given and again when leaving the plane.

I think it is just the little effort to thank somebody in a work day filled with the same old same old. It is very human to get a psychological boost from this.
I feel the same. And I will admit I some times use them to get better service - if I'm flying very early with a crew that seems to be phoning it in, at the first point of contact, I will shift it into a positive gear: "You guys are the best crew I've had in a while! I can tell this is going to be a great flight!" Then, as soon after as I can, I give an Applause or two, saying "I just want to make sure I give you this now, because some times I forget on the way out." The result has always been better service for the entire cabin.

I have worked in many public facing jobs, and sometimes the day ahead looks very bleak. It only takes one person, who recognizes that even a normal day takes a lot of effort, to turn the whole experience around. Sometimes when I read threads like this I feel like the outlier who wants people who are doing their jobs competently to feel like someone appreciates them, as opposed to not deigning to acknowledge them because the reward is so slight as to insult them.
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Old Jan 27, 13, 2:23 pm
  #4  
 
Join Date: Jan 2006
Location: lax
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The good ones are going to give you good service whether you give out an applause certificate or not
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Old Jan 28, 13, 9:16 am
  #5  
 
Join Date: Jan 2003
Location: Scarsdale, NY USA; LT PLT AA; AA 3 mm (4 mm will never happen); Hilton Diamond, Marriott Silver, AA is clueless why I fly
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Originally Posted by skylady View Post
The good ones are going to give you good service whether you give out an applause certificate or not
I absolutely agree. And while the Applause certificates are of little value, even those who will do a great job regardless, they appreciate when someone acknowledges their efforts. I found in my job the recognition is a motivating force and provides encouragement to continue doing a great job helping others.
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Old Mar 3, 13, 8:20 pm
  #6  
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I like handing mine out though I rarely do so. I think I gave out two last year, but when I do give them out the f/as seem really appreciative. Maybe they don't "get anything" for it, but they're usually all smiles and appreciative. I always do it at the end of the flight AFTER all the good service though.
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Old Mar 4, 13, 7:02 am
  #7  
 
Join Date: Jan 2003
Location: Scarsdale, NY USA; LT PLT AA; AA 3 mm (4 mm will never happen); Hilton Diamond, Marriott Silver, AA is clueless why I fly
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Originally Posted by CMK10 View Post
I like handing mine out though I rarely do so. I think I gave out two last year, but when I do give them out the f/as seem really appreciative. Maybe they don't "get anything" for it, but they're usually all smiles and appreciative. I always do it at the end of the flight AFTER all the good service though.
Ditto.
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Old Mar 4, 13, 7:18 am
  #8  
 
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A personal letter carries much more weight with the supervisor, than a pre printied coupon!
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Old Mar 5, 13, 4:08 pm
  #9  
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Originally Posted by skylady View Post
A personal letter carries much more weight with the supervisor, than a pre printied coupon!
Oh I write those too, can't hurt to do both, right?
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Old Mar 21, 13, 3:55 pm
  #10  
 
Join Date: Jan 2004
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I have been with AA since 1985 and remember 'seeing' some paper certificates a long way back....most recently I finally have good reason to Applaud a AA employee !
Yet I do not 'see' a modern i.e. web address, that I can utilize to provide proper recognition for a job well done !
Anyone help out here ?
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Old Mar 21, 13, 4:06 pm
  #11  
 
Join Date: Aug 2007
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How to compliment employee online

Originally Posted by aafreq View Post
...recently I finally have good reason to Applaud a AA employee ... I do not 'see' a modern i.e. web address, that I can utilize to provide proper recognition for a job well done !...
aa.com >> Contact American (bottom, under "Customer Service")
[new window opens]>> Customer Relations
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Old Mar 21, 13, 4:11 pm
  #12  
 
Join Date: Aug 2007
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AApplause coupons mean a lot

Originally Posted by skylady View Post
A personal letter carries much more weight with the supervisor, than a pre printied coupon!
Not sure I agree. I've handed 4 out in the last few months. Employees appreciate them because they're tracked. If they have a direct monetary value, or a "virtual" value (count as specific points in an internal scheme) I don't know. But when I hand them over, I see genuine surprise and gratitude.

Soon, I'm taking my elderly mother on her first high-class trip. Flying in J on the new plane overseas, it'll be a special trip, maybe her last. I'll hand out AApplause coupons when I board.

Last edited by yyzAAguy; Mar 21, 13 at 4:11 pm Reason: embarrassing typo in subject
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Old Mar 21, 13, 5:25 pm
  #13  
 
Join Date: Aug 2011
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AApplause certificates do not need to be mailed.
You can:
• Give one away in person before or after the flight to a helpful AA employee.
• Read the certificate number, which can be found on the back of each certificate, over the phone.

Personally, I love giving them away at every opportunity and request more from customer service when the supply has run dry (usually takes a month or so, and it's free).
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Old Mar 21, 13, 6:30 pm
  #14  
 
Join Date: Oct 2005
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My tradition has been to give the entire stack to the first AA employee who is pleasant and helpful after I receive it. Over the years this has taken longer and longer to happen. In fact, I recently found last year's stack when removing papers from my brief case. Of course, AA's downgrading/eliminating international service from BOS means I've flown AA metal less and less and what I have flown has been unpleasant, so perhaps that's it.

I threw this year's lot directly into the recycle bin. If somebody does something exceptional, I'll write a letter. It would be nice to write a letter to AA with something nice to say, for a change.

Last edited by sinanju; Mar 22, 13 at 8:38 am
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Old Mar 21, 13, 9:56 pm
  #15  
Moderator: American AAdvantage, Mexico, Technical Support and Feedback, The Suggestion Box and Talkboard Topics
 
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As skylady is an AA Flight Attendant, I suspect she knows the value better than we do.

At one time the SOS certificates (predate the current "Applause" chits) did have value, and significant value at that. A coupon can be enhanced by some words on it indicating why, etc. but they merely enter one into a sweepstakes and presumably impact the employee's file - but I think an effort to use the webform or paper and write a compliment may have even more value. The Applause chit is better than nothing - but if you take time to provide verbal positive feedback, you will probably get the same appreciative looks and surprise, because it seems many of us either don't know how to do that, or we are in such a hurry we fail to.

I also suggest handing out Applause coupons when you board debases the purpose of the coupon - it is to acknowledge good service, not a bribe, which it might appear to be to some (much like a good tip to a good server vs. a fifty to the maitre d'hotel). You can always speak to an FA or pass her / him a note saying something about your mum's situation - that is usually a good incentive and will probably result in your mum getting some extra attention.

Originally Posted by yyzgayguy View Post
Not sure I agree. I've handed 4 out in the last few months. Employees appreciate them because they're tracked. If they have a direct monetary value, or a "virtual" value (count as specific points in an internal scheme) I don't know. But when I hand them over, I see genuine surprise and gratitude.

Soon, I'm taking my elderly mother on her first high-class trip. Flying in J on the new plane overseas, it'll be a special trip, maybe her last. I'll hand out AApplause coupons when I board.
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