AA Around the world desk
Mar 19, 2002 | 9:12 pm
#16
Join Date: Apr 2000
Posts: 2,898
I wish to relate my recent experiences with the RTW desk and second all the praise that has been given. I will refer to the AA employee as agent X, so as not to overwhelm X. Also, I want to avoid a repeat of what happened to a certain EXP desk agent a while back. However, one will know X by the demeanor and service that is rendered.
It all started as a routine inquiry of the rules for my ticketed OWE on Monday morning, especially the limit of 1 trans-con flight in N Am. X gave the standard reply, but I said that is not what is printed in the rules. No go. Ok, I tried and failed. That would have been the end of the story, except X was intrigued. About 30 minutes later, X called and said that I was right, but I should act quickly before the tariffs desk changed the rules. So I faxed my revisions, and was called back saying that X had received my fax and would begin working on it right away. Note that X was going to support the traveler not AA in the interpretation. I had work obligations for the rest of the day, but X told me to call the desk early the next morning and ask for X.
Today, I called as scheduled and X answered. X was going to the tariffs desk that morning. Two hours later X called me at my office and confirmed that tariffs recalculated the fare and the only difference was $26 in taxes and fees. Tariffs wanted to use the new higher fare ex-SA, but X said that is not what the rules say. X informed me that as long as the 1st segment remains unchanged, all of the rules (and fares) in effect at the time that the itinerary was ticketed and paid for are what govern the fare calculation. I told X that I would rush to the DC CTO and have the ticket reissued. X said that was not necessary since all of the recalculations had been done (this is a hand-written ticket). Again I thought that was the end of the transaction. But what happened next is what cemented my praise for the RTW desk.
I told X that I had an award ticket that I was using to fly to S. Africa and had been sent for processing last week. The Aadvantage desk had computer problems with BA computer switch over so no seat assignments were possible. X said no problem, I can do that. That is when I discovered that my reservation showed a coach award code on the LHR-CPT flight, not the business class award code. X had flown once to S. Africa in coach and said, don't do it. It hurts. So X called Aadvantage desk to fix the problem. Sorry, no seats on the LHR-CPT flight, but I could go via Joburg with an evening connection to CPT. X said that wasnt good enough for MY customer. The Aadvantage desk found a coach seat in the morning for Joburg to CPT. X said that was OK, since X had been to S. Africa last year and had flown that segment. I told X ok. Next, the Aadvantage desk said that the itinerary change required more FF miles. X said that wasnt right and again said not good enough for MY customer. Get approval or let me speak to a supervisor. Notice all of the proactive service on my behalf, even for an award ticket that was not Xs department. And X got me the last upper deck seat on the 744 to Joburg. After this was all completed, X was kind enough to spend about 5 minutes conversing about OWE, 1st class on airlines, and the Western Cape area of S. Africa. At the end I asked for the RTW address to send X a letter and SOS. X was thrilled. I told X that X was someone special. No,no. You the customer is special. The attitude of X was that if you treat the customer as someone special, they will come back. How very true. One faux pas on my part. I said that the RTW desk is almost as good as the EXP desk. X would have none of that. The RTW desk is the best. Not having any experience with the EXP desk, I cant say.
I felt that a specific example of the service that the AA RTW desk provides would support all that has been stated before. By the way, they call themselves the ATW desk. X said the supervisor of the RTW likes ATW better. Flyertalk will call always call it RTW.
[This message has been edited by headinclouds (edited 03-19-2002).]
It all started as a routine inquiry of the rules for my ticketed OWE on Monday morning, especially the limit of 1 trans-con flight in N Am. X gave the standard reply, but I said that is not what is printed in the rules. No go. Ok, I tried and failed. That would have been the end of the story, except X was intrigued. About 30 minutes later, X called and said that I was right, but I should act quickly before the tariffs desk changed the rules. So I faxed my revisions, and was called back saying that X had received my fax and would begin working on it right away. Note that X was going to support the traveler not AA in the interpretation. I had work obligations for the rest of the day, but X told me to call the desk early the next morning and ask for X.
Today, I called as scheduled and X answered. X was going to the tariffs desk that morning. Two hours later X called me at my office and confirmed that tariffs recalculated the fare and the only difference was $26 in taxes and fees. Tariffs wanted to use the new higher fare ex-SA, but X said that is not what the rules say. X informed me that as long as the 1st segment remains unchanged, all of the rules (and fares) in effect at the time that the itinerary was ticketed and paid for are what govern the fare calculation. I told X that I would rush to the DC CTO and have the ticket reissued. X said that was not necessary since all of the recalculations had been done (this is a hand-written ticket). Again I thought that was the end of the transaction. But what happened next is what cemented my praise for the RTW desk.
I told X that I had an award ticket that I was using to fly to S. Africa and had been sent for processing last week. The Aadvantage desk had computer problems with BA computer switch over so no seat assignments were possible. X said no problem, I can do that. That is when I discovered that my reservation showed a coach award code on the LHR-CPT flight, not the business class award code. X had flown once to S. Africa in coach and said, don't do it. It hurts. So X called Aadvantage desk to fix the problem. Sorry, no seats on the LHR-CPT flight, but I could go via Joburg with an evening connection to CPT. X said that wasnt good enough for MY customer. The Aadvantage desk found a coach seat in the morning for Joburg to CPT. X said that was OK, since X had been to S. Africa last year and had flown that segment. I told X ok. Next, the Aadvantage desk said that the itinerary change required more FF miles. X said that wasnt right and again said not good enough for MY customer. Get approval or let me speak to a supervisor. Notice all of the proactive service on my behalf, even for an award ticket that was not Xs department. And X got me the last upper deck seat on the 744 to Joburg. After this was all completed, X was kind enough to spend about 5 minutes conversing about OWE, 1st class on airlines, and the Western Cape area of S. Africa. At the end I asked for the RTW address to send X a letter and SOS. X was thrilled. I told X that X was someone special. No,no. You the customer is special. The attitude of X was that if you treat the customer as someone special, they will come back. How very true. One faux pas on my part. I said that the RTW desk is almost as good as the EXP desk. X would have none of that. The RTW desk is the best. Not having any experience with the EXP desk, I cant say.
I felt that a specific example of the service that the AA RTW desk provides would support all that has been stated before. By the way, they call themselves the ATW desk. X said the supervisor of the RTW likes ATW better. Flyertalk will call always call it RTW.
[This message has been edited by headinclouds (edited 03-19-2002).]
Mar 19, 2002 | 9:22 pm
#17
In Memoriam
Join Date: May 2000
Location: Boca Raton, FL DL FO/MM AA EXP SPG PLT
Posts: 968
For those of you who feel that the RTW (or ATW) desk is a key benefit that causes you to fly more AA segments, let the AA brass know. In these days of airline cutbacks this service may be vulnerable. Some supportive letters to AA HQ might make the difference. As I haven't found anyone better to write to, I will be sending off my comments on these folks to Don Carty this week.
