Good re-issue experience in DFW
 

had to have re-issue a DONE4, and since I was going to be in DFW for a day of meetings, I thought I would do it there. Arrived 1 hr before my meeting at the D terminal. Assumed there would be a dedicated ticketing desk, but was informed to use one of the check in agents. I lucked out. Although there were severla issues to resolve, despite the RTW, EXP and tariff desks having documented in comments on the PNR the re-issue and costing. Anyway, as the 1hr neared to the end, Theresa was still on the phone with the various desks. I asked if I could pick it up later as I had to be at my meeting (luckily at the Hyatt upstairs). She said sure and I was leaving my cell number when whe said she could bring it up to me. Wow. Great. I left my CC.

Sure enough in 30 minutes or so she called and said that because the exchange rate had changed the fare difference (was being changed from D to A) was higher than previously advised on the PNR by tariff. I said that was fine. Within 15 minutes she was upstairs and handed me an envelope with a reprinted ticket for the remaining coupons, my credit card and a very nice note to me.

I will be writing feedback to AA to commend this employee!!

But really, really stupid of AA not to have a ticketing position, imo. That's apparently system-wide. It's the luck of the draw whether the agent is good at ticketing. They'd serve their same purpose (of saving labor) by having a "ticketing" position that checked in pax when no one was ticketing, and could be staffed with people with a tiny bit more training. Oh, excuse me, training costs money too.

Agreed - in fact it backfired on AA as she forgot to charge me the re-issue of $75 under DONE4 rules (at time of original issue).

I don't necessarily think she did the best possible job in re-issuing the ticket. But she did provide excellent overall customer service with a smile!