Thoughts on the current state of the VX Experience?
#16
FlyerTalk Evangelist


Join Date: Dec 2007
Location: BOS/ORH
Programs: Free Agent
Posts: 18,346
As a Gold member, flying VX several times for week, I am definitely noticing deterioration in product quality.
1) First class seats are not being maintained properly... at least 25% of the time, recline feature doesn't work properly and requires manual override.
2) RED system frequently malfunctions.
3) Some of the ordering options have been disabled.
4) Food ordering seems to be turned off earlier in-flight.
5) Call center employees are poorly trained and lack knowledge of Elevate program features.
It seems like AS management is taking for granted that top tier Elevate members are going to automatically stick with AS. I'm surprised/disappointed at the lack of proactive engagement from AS to retain high-status Elevate members.
1) First class seats are not being maintained properly... at least 25% of the time, recline feature doesn't work properly and requires manual override.
2) RED system frequently malfunctions.
3) Some of the ordering options have been disabled.
4) Food ordering seems to be turned off earlier in-flight.
5) Call center employees are poorly trained and lack knowledge of Elevate program features.
It seems like AS management is taking for granted that top tier Elevate members are going to automatically stick with AS. I'm surprised/disappointed at the lack of proactive engagement from AS to retain high-status Elevate members.
#17




Join Date: Mar 2001
Location: Dallas
Programs: AA EXP/5MM; DL DM; HHonors DIAM; Marriott GLD
Posts: 4,132
#18




Join Date: Dec 2012
Location: YVR, HNL
Programs: AS MVPG, UA peon, BA Bronze, Marriott Plat, HH Diamond, Fairmont Plat (RIP)
Posts: 8,454
2) RED system frequently malfunctions.
3) Some of the ordering options have been disabled.
4) Food ordering seems to be turned off earlier in-flight.
5) Call center employees are poorly trained and lack knowledge of Elevate program features.
It seems like AS management is taking for granted that top tier Elevate members are going to automatically stick with AS. I'm surprised/disappointed at the lack of proactive engagement from AS to retain high-status Elevate members.
4) Food ordering seems to be turned off earlier in-flight.
5) Call center employees are poorly trained and lack knowledge of Elevate program features.
It seems like AS management is taking for granted that top tier Elevate members are going to automatically stick with AS. I'm surprised/disappointed at the lack of proactive engagement from AS to retain high-status Elevate members.
On my flight last week, the FA could not have been better. He was exemplary. I was one of the first to order breakfast and he came to me a bit later saying he had run out of my choice and wanted to see if I would mind option 2, which I didn't. I think he asked me as the other 4 pax in the F cabin seemed a bit, um.......less nice, I guess. He just couldn't have been nicer or more apologetic. The excellent service continued the entire flight. He will fit in well at AS.
One thing I thought was odd was they called AS elites, including basic MVPs to board with F.
#20




Join Date: Apr 2010
Posts: 125
Yesterday as I was checking in (Elevate Silver), when I asked where my priority tag for my bag was I was told "I wasn't Elevate Gold therefore I was ineligible". I pointed out that I was pretty sure it was a benefit, moreso because I'd had 4 years of priority bags, and the answer was "it was sometimes done as a courtesy". The staff member called over someone else who agreed with her. They eventually put a tag on and said they were doing it as a "one time courtesy". Baffling.
#22




Join Date: Mar 2016
Location: Preferably waiting for takeoff
Programs: AA EXP, Atmos Slvr, DL Lifetime Gold MM, Accor Platinum, Marriott Lifetime PLT
Posts: 481
Yesterday as I was checking in (Elevate Silver), when I asked where my priority tag for my bag was I was told "I wasn't Elevate Gold therefore I was ineligible". I pointed out that I was pretty sure it was a benefit, moreso because I'd had 4 years of priority bags, and the answer was "it was sometimes done as a courtesy". The staff member called over someone else who agreed with her. They eventually put a tag on and said they were doing it as a "one time courtesy". Baffling.
#23
A FlyerTalk Posting Legend




Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 42,612
#24
FlyerTalk Evangelist


Join Date: Dec 2007
Location: BOS/ORH
Programs: Free Agent
Posts: 18,346
Positive experience today with VX, flight delayed where connection was impossible, received call from PDX OPS to proactively attempt rebook on AS. First time I've experienced that.
Negative experience part was having to call reservations to cancel and attempt to get a refund since compounding the rebooking in additional to previous schedule change delaying me a whole day. They refused to refund (that was after holds to talk to supervisors since the agents are not empowered). Took the travel bank for now and sent complaint to DOT.
As stated many times before call center useless, front line airport are great. Since my three next itins are screwed up so going straight to DOT and bypassing the useless call center.
Negative experience part was having to call reservations to cancel and attempt to get a refund since compounding the rebooking in additional to previous schedule change delaying me a whole day. They refused to refund (that was after holds to talk to supervisors since the agents are not empowered). Took the travel bank for now and sent complaint to DOT.
As stated many times before call center useless, front line airport are great. Since my three next itins are screwed up so going straight to DOT and bypassing the useless call center.
#26
FlyerTalk Evangelist




Join Date: Aug 2007
Location: SEA, but up and down the coast a lot
Programs: Oceanic Airlines Gold Elite
Posts: 21,297
Positive experience today with VX, flight delayed where connection was impossible, received call from PDX OPS to proactively attempt rebook on AS. First time I've experienced that.
Negative experience part was having to call reservations to cancel and attempt to get a refund since compounding the rebooking in additional to previous schedule change delaying me a whole day. They refused to refund (that was after holds to talk to supervisors since the agents are not empowered). Took the travel bank for now and sent complaint to DOT.
As stated many times before call center useless, front line airport are great. Since my three next itins are screwed up so going straight to DOT and bypassing the useless call center.
Negative experience part was having to call reservations to cancel and attempt to get a refund since compounding the rebooking in additional to previous schedule change delaying me a whole day. They refused to refund (that was after holds to talk to supervisors since the agents are not empowered). Took the travel bank for now and sent complaint to DOT.
As stated many times before call center useless, front line airport are great. Since my three next itins are screwed up so going straight to DOT and bypassing the useless call center.

Ah, FlyerTalk...
#27
FlyerTalk Evangelist




Join Date: Jun 2007
Location: PDX
Programs: AS Platinum, Hertz President's Circle, IHG Plat, Hyatt Discoverist, Marriott Silver
Posts: 12,533
#28
FlyerTalk Evangelist


Join Date: Dec 2007
Location: BOS/ORH
Programs: Free Agent
Posts: 18,346
what trick? I was using it for work. They just happen to save me a ton by allowing connections vs buying separate tickets.
#29


Join Date: Sep 2003
Location: Los Angeles
Programs: UA MM | BA Gold
Posts: 7,299
I flew BOS-LAX and the FA allowed me to sit in F for free. I was already in MCS and I asked about onboard upgrades while we were still at the gate. Said go ahead and take the seat and never asked for payment. Pretty sweet.
#30


Join Date: Feb 2015
Location: Seattle
Programs: AS
Posts: 2,335
Do not count on this happening . Looks like a unique experience.
As reported on AS Facebook today, MVP Gold not allowed to move to empty exit row seat ( entire exit row empty) Without incurring additiona fee. Asked if AS status would be allowed for better seat and told "no way, not a benefit with VX".
As reported on AS Facebook today, MVP Gold not allowed to move to empty exit row seat ( entire exit row empty) Without incurring additiona fee. Asked if AS status would be allowed for better seat and told "no way, not a benefit with VX".



I think these flights are what brought many of us AS elites to fly VX for the first time.