Special request/service
Feb 13, 2011 | 10:44 pm
#1
Original Poster
Join Date: Nov 2004
Location: Los Angeles, CA; Philadelphia, PA
Programs: FA
Posts: 6,482
Special request/service
My folk will be flying CX F issued with AA miles. I tried to request special assistance for him (language assistance as he doesn't speak English) when I was on the phone with a CX agent getting his seat assignment. I was told the request needs to be made through AA since it's an AA reservation. Does this sound right? I thought since it's CX metal, it should be requested via CX. Also, should this be done in advance or is it okay on the day of departure? TIA.
LAX
LAX
Feb 14, 2011 | 2:19 am
#2
Join Date: Sep 2009
Location: HKG, BOS
Programs: CX SL, AB Gold, AF/KL FB Silver, HU/HX Silver, SPG Gold
Posts: 2,596
Partner award bookings are quite complex and both the operating and ticketing carriers push responsibility to each other in many cases. The ticketing carrier should be responsible for ticketing-related issues prior to travel and AA should be the one you should contact so that they can add a note to the booking (possibly under OSI). Then call CX to confirm this request.
Feb 14, 2011 | 5:51 pm
#3
Original Poster
Join Date: Nov 2004
Location: Los Angeles, CA; Philadelphia, PA
Programs: FA
Posts: 6,482
Partner award bookings are quite complex and both the operating and ticketing carriers push responsibility to each other in many cases. The ticketing carrier should be responsible for ticketing-related issues prior to travel and AA should be the one you should contact so that they can add a note to the booking (possibly under OSI). Then call CX to confirm this request.
LAX
Feb 15, 2011 | 4:25 am
#4
Join Date: Sep 2009
Location: HKG, BOS
Programs: CX SL, AB Gold, AF/KL FB Silver, HU/HX Silver, SPG Gold
Posts: 2,596
I guess I just need to follow protocol. I figure if I need to call CX to confirm a request made via AA, then why not just cut out the "middle man" and just request via CX, who ultimately is the one provide the service. We shall see what AA says when I give them a call. Thanks.
LAX
LAX
Feb 19, 2011 | 10:21 pm
#5
Join Date: May 2009
Posts: 768
I'll be flying on CX and AA quite a bit next month.
The CX legs all show under my MPC account and I can change the seats to my liking.
For the AA flights I can select seats, however the ones I like better are all blocked. Tried via my TA to get them released but didn`t work. Call AA?
There is one JFK-HKG leg that is ticketed by AA but operated on CX, for this one I can't even select a seat, call AA as well?
The CX legs all show under my MPC account and I can change the seats to my liking.
For the AA flights I can select seats, however the ones I like better are all blocked. Tried via my TA to get them released but didn`t work. Call AA?
There is one JFK-HKG leg that is ticketed by AA but operated on CX, for this one I can't even select a seat, call AA as well?
Feb 20, 2011 | 4:13 am
#6
Join Date: Sep 2009
Location: HKG, BOS
Programs: CX SL, AB Gold, AF/KL FB Silver, HU/HX Silver, SPG Gold
Posts: 2,596
Feb 20, 2011 | 5:18 pm
#7
Original Poster
Join Date: Nov 2004
Location: Los Angeles, CA; Philadelphia, PA
Programs: FA
Posts: 6,482
LAX
Feb 21, 2011 | 5:25 pm
#8
Join Date: May 2009
Posts: 768
Just got off the phone with CX. Nothing they can do. The MPC even called Reservations for me to see if they can change, but because of AA-stock they can`t. They asked me to call AA and ask them to put the request in the system. Let`s give it a try...
Feb 21, 2011 | 5:39 pm
#9
Join Date: May 2009
Posts: 768
AA: Those seats are taken sir
Me: Does that mean that they are occupied or that you can't access them
AA: It means that someone sits there already
Anyway to check this? The other 5 CX flights I will take all have plenty of seats to select and this one would be completely booked, not even a change of seat possible. Did AA Customer Service just mess with me?
Oh, and my CX DM card was seen by AA representative as a Special Card, I thought the oneworld equivalent was Emerald, not Special.
Feb 22, 2011 | 3:37 am
#10
Join Date: Sep 2009
Location: HKG, BOS
Programs: CX SL, AB Gold, AF/KL FB Silver, HU/HX Silver, SPG Gold
Posts: 2,596
And AA won't do anything for me...
AA: Those seats are taken sir
Me: Does that mean that they are occupied or that you can't access them
AA: It means that someone sits there already
Anyway to check this? The other 5 CX flights I will take all have plenty of seats to select and this one would be completely booked, not even a change of seat possible. Did AA Customer Service just mess with me?
Oh, and my CX DM card was seen by AA representative as a Special Card, I thought the oneworld equivalent was Emerald, not Special.
AA: Those seats are taken sir
Me: Does that mean that they are occupied or that you can't access them
AA: It means that someone sits there already
Anyway to check this? The other 5 CX flights I will take all have plenty of seats to select and this one would be completely booked, not even a change of seat possible. Did AA Customer Service just mess with me?
Oh, and my CX DM card was seen by AA representative as a Special Card, I thought the oneworld equivalent was Emerald, not Special.
Refer to http://www.flyertalk.com/forum/catha...impressed.html
Feb 22, 2011 | 4:33 am
#11
Join Date: May 2009
Posts: 768
First answer was the same as yesterday: as it is AA-stock AA need to put the request into the system. When I explained that I called AA before and they didn't want to do it because the flight was full the agent said she would give it a try and she was able to put the request into the system.
Conclusion: just keep trying and you might get lucky...