I know American Airlines is trying to become premium, but sometimes the airline is just really bad at taking money from customers and delivering even the most basic services that it promises.
In this post:
American denies Flagship Business Plus passenger perks
OMAAT reader Alan booked a business class ticket for his mother from Dallas (DFW) to Santiago (SCL). Rather than booking the standard Flagship Business fare, he booked the Flagship Business Plus fare… what a nice son he is!
For those not familiar, American introduced Flagship Business Plus fares in 2022. The idea is that customers can pay extra on top of the standard business class fare to receive additional perks, including access to Flagship First Dining, Flagship First Check-In, an extra checked back, etc. Below is a screenshot of such a fare.
However, when it came time to travel, Alan’s mother was denied access to Flagship First Dining at DFW, which was the whole reason he paid the premium for this fare. This offers a la carte dining within the Flagship Lounge, and is supposed to be a much more premium experience. However, the agent in the lounge claimed that the fare was not eligible for access to the facility.
So he contacted American customer relations, and received the following response:
Thank you for taking the time to share your experience with us. I understand how disappointing and frustrating this situation must have been, especially since you purchased Flagship Business Plus specifically so your mother could enjoy Flagship First dining at Dallas/Fort Worth.
Based on your correspondence, it’s clear that your mother was denied access to Flagship First dining despite the additional $325 paid for Flagship Business Plus, and that conflicting and inaccurate information was provided by lounge staff regarding eligibility. I also understand your concern that either the ticket may not have been properly coded or that the access qualifications were not correctly applied, resulting in an embarrassing and upsetting experience for her.
We are reviewing whether the ticket was correctly issued and coded as Flagship Business Plus at the time of travel, as well as whether the Flagship First dining access policy was applied correctly by lounge personnel. Your feedback is being shared internally to help ensure clearer understanding and consistent application of these access qualifications going forward.
Because the benefit you specifically paid for was not received, I have submitted your request to our Refunds team for further review. They will assess the fare difference between Flagship Business and Flagship Business Plus and determine the appropriate resolution.
That’s actually a shockingly good response from American customer relations, so kudos. Unfortunately that’s where the kudos end.
It took nearly four weeks for customer relations to reach out to Alan, at which point he received the following response:
Since the value of your ticket has already been used, we’re unable to issue a refund. Please click HERE to submit your claim through the Customer Relations portal. Compensation and reimbursement requests are handled by Customer Relations.
Ouch. Obviously they didn’t even bother to try to figure out what was happening. So he once again emailed customer relations, but didn’t receive a response. He followed up again, and received another nonsensical response.
So after weeks of back-and-forth, he submitted a consumer complaint with the Department of Transportation (DOT), since he didn’t get the service he paid for. When airline customer relations stops functioning, this is one of the best courses of action, since typically a real human who understands policies get involved. Or at least that’s what you’d hope…
American denies that it denied any perks
After the DOT complaint, Alan finally heard back from American once again (with the DOT CCed on the correspondence), and here’s what they wrote:
I sincerely apologize for the time it has taken to respond and for the frustration caused by not receiving an update after your follow-up more than a month ago. I understand how discouraging it is to feel left without acknowledgment, particularly when you took the time to raise a valid concern and expected clarity much sooner.
I have carefully reviewed your itinerary and the details surrounding your Flagship Business Plus purchase so that I could provide you with a clear and complete resolution. Your ticket was fully flown and utilized, and for that reason, no refund or compensation applies. While Flagship Business Plus does include enhanced services such as Flagship First Check-in where available, additional checked baggage, priority boarding, and Flagship Lounge or Flagship First Dining access, these benefits are limited to specific aircraft types and defined international markets.
Under American Airlines policy, Flagship Business Plus benefits are offered only on American Airlines prime flights operated on Boeing 777-200, 787-8, or 787-9 aircraft within eligible routes. Although Dallas/Fort Worth is an eligible departure city, Flagship lounge and dining access from DFW applies only on flights to Amsterdam, Paris, Dublin, Rome, Frankfurt, or Madrid. For itineraries to Santiago (SCL), Flagship Business Plus eligibility applies only when departing from New York (JFK). Because your itinerary operated from DFW to SCL, it did not meet the market eligibility requirements for Flagship Lounge or Flagship First Dining access.
I recognize that this is not the outcome you were hoping for, and I regret the disappointment this caused, particularly given the delay in communication. My intent in explaining this thoroughly is to ensure you have a clear understanding of how the decision was reached and to bring closure to the matter with full transparency and respect for your time.
This completes our review and serves as the final resolution of your concern. No further action is required. Thank you for allowing us the opportunity to address this issue, and for your understanding.
Unbelievable. So the person who “carefully reviewed” the situation and wanted to provide a “clear and complete resolution” based on “American Airlines policy” is just outright giving false information, in response to a complaint submitted with the government. Oh, and this is final, and “completes [their] review process and serves as the final resolution.” SO don’t even bother reaching out again!
Dallas to Santiago isn’t an eligible market for Flagship First Dining access on Flagship Business Plus fares? Well, how do you explain the screenshot I just took, which I posted above? Let me just post it again below, with the key point boxed in red (note the “select cities” provision is there simply because there are only two Flagship First Dining facilities). So is American admitting that it’s falsely advertising?
That’s not even the extent of this agent’s misinformation. She’s also claiming that Flagship Lounge access is only offered to Flagship Business Plus fares in select markets, which is completely wrong — it’s offered for all flights marketed as Flagship Business, even without the “Plus” fare!
It really makes my blood boil to see the extent to which airlines just outright lie. No wonder consumers so often feel helpless when dealing with airlines. I mean, just think about it. Someone paid extra, above a standard business class fare, to have a premium experience. This dude is basically making a donation to American’s bottom line, paying $325 for a meal in an airport lounge. But the airline even fumbles that.
Alan is honestly too nice of a person. I asked if I can forward his information to contacts at American, and he wrote “as I said, I’d given up on hounding AA, and that wasn’t the original motivation behind reaching out to you.” And indeed, he originally wrote “I’ve given up on trying to actually get any compensation from American, but I’d just like for either American to actually disclose that limitation on AA.com, or at the very least to make people aware that buying a Flagship Business Plus fare on AA does not mean you’ll get access to Flagship First dining.”
Alan, STOP BEING SO NICE! American stole money from you — you paid extra for a product you didn’t receive. I will be forwarding this to contacts at American, and I’m going to be asking them for a statement on this, and I’ll be providing an update, so stay tuned. I expect American to not just refund him the difference paid for Flagship Business Plus, but also to provide some compensation for the insane amount of hassle he has dealt with.
What’s so bizarre here is that the first customer relations response was shockingly professional, while the last one was just infuriating (when you consider the misinformation they’re spewing in response to a complaint involving the DOT).
Bottom line
American wants to be be more premium, and wants more premium revenue. Not much is more premium than a customer not only paying cash for business class, but paying an extra $325 for a few extra services that cost the airline almost nothing.
Unfortunately actually getting the services you paid for seems to be a challenge, though, as the customer was denied Flagship First Dining access on a Flagship Business Plus fare. When the customer contacted American, they initially sided with him. Unfortunately it all went downhill from there, with a DOT complaint yielding one of the most misinformed and nonsensical responses I’ve ever seen from such an escalation.
What do you make of this situation?
I have bought a business plus ticket on AA site for JFK to Del flight, they do not fly first on this, I took a screen shot that stated I ticket as flagship first- I did pay extra Monty over business ticket. When I checked in at KFK I was denied access to Chelsea - lounge for first and business plus passengers. My thought is same that they are advertising some fare with business plus logo but no added benefits, Falls adevertisong
It's heads I win, tails you lose.
I am a 2 million miler on American based on Boston, and last year I had enough and switched to Delta and am now Diamond on Delta. I am lifetime Platinum on AA, but let my Executive Platinum lapse, because I am avoiding AA (like, I am flying Delta to Charlotte next week). My only regret is I did not switch a decade ago. The only advantage (pun intended) AA has over Deta is award...
I am a 2 million miler on American based on Boston, and last year I had enough and switched to Delta and am now Diamond on Delta. I am lifetime Platinum on AA, but let my Executive Platinum lapse, because I am avoiding AA (like, I am flying Delta to Charlotte next week). My only regret is I did not switch a decade ago. The only advantage (pun intended) AA has over Deta is award tickes tend to be a better deal on AA, but my experience is much better on the day to day business travel I do. They are the Spirit airlines of the big three.
AA really stinks, last time I flew them I told my husband I would take a BUS rather than fly them.
I worked for AA for many years and most of that time as a corporate sales manager. We were all professionals. I've seen AA degrade for the past 10 years. Employees that have no customer service experience or knowledge. Since I started my own business, I've become a UA top flyer. This is so unfortunate since I gave my heart and soul to AA and all of its customers. I have no idea what has...
I worked for AA for many years and most of that time as a corporate sales manager. We were all professionals. I've seen AA degrade for the past 10 years. Employees that have no customer service experience or knowledge. Since I started my own business, I've become a UA top flyer. This is so unfortunate since I gave my heart and soul to AA and all of its customers. I have no idea what has happened to AA. I can't believe they made such a big deal about making it right for a high value customer. I would do everything, including refunding $300 Plus to a customer that paid over $2,000 for a one-way fare.
Motivates me to not bother when given the opportunity to try that Flag1st+ service when traveling... and I pay for FC tix out of my own pocket. I'm not going to deal well with that kind of behavior or response. I'll stay in main cabin if I can't fly on United (who tends to bump me into FC religiously) like when I fly to Colombia out of Miami.
I can't believe that the upper echelons of a wanna-be upper-strata airline would stoop to such reprehensible public unrelations. Should this not go viral amongst other travel sites? Sad. Wonder what Mr Crandall (sp?) would have done?
Easy. Take your wallet somewhere else. Even though I live in Miami, one of American's largest/busiest hubs, I stopped flying them. That happened more than a year ago when my wife, flying first class as usual, could smell disgusting odors from me restroom throughout the entire flight. She asked a flight attendant to check it out. Flight attendant did nothing. So she took a look inside herself. Only a quick look because it was a...
Easy. Take your wallet somewhere else. Even though I live in Miami, one of American's largest/busiest hubs, I stopped flying them. That happened more than a year ago when my wife, flying first class as usual, could smell disgusting odors from me restroom throughout the entire flight. She asked a flight attendant to check it out. Flight attendant did nothing. So she took a look inside herself. Only a quick look because it was a mess.
Amazing in the example you posted how much time and money American wasted trying to screw an older customer out of what she paid for.
Now of course there is no way to hurt the CEO by never flying American, even if everyone in the country does it. Because those at the top will walk away with their millions which they basically stole from so many who made the mistake of setting foot in one of American's planes. But at least we will avoid a repeat of anything underhanded American did to us in the past.
It clearly looks like bait and switch. It is false advertising so they can keep your money without providing service. Therefore, calling them out on lousy service is the #1 thing to do. Word of mouth about how you were cheated may cause people to think twice about doing business with them. If you have the time, the money, and want to make a point, maybe seek others with a similar experience for a class...
It clearly looks like bait and switch. It is false advertising so they can keep your money without providing service. Therefore, calling them out on lousy service is the #1 thing to do. Word of mouth about how you were cheated may cause people to think twice about doing business with them. If you have the time, the money, and want to make a point, maybe seek others with a similar experience for a class action lawsuit. If they are going to exclude routes, etc. they need to make it transparent in writing what those exclusions are. I have an AA# but when they devalued their points which made it useless to fly with them, I spent the points on a luxury eye sleeping mask. I did not want to lose all my points waiting for the Durbin policy to go through which would take my points, if the airline didn't. I worked with hotels and an airline. It is probably why American has slipped in its rankings. It is all about making their investors happy and not their customers! In spite of Southwest's change of policies, I will still fly them and Alaska Airlines. Delta is cutting back on snacks to save a buck and they already charged premium fares, which I felt was all about a couple of inches of legroom. Posting your experience on social media makes sense such it is such a big space to make others aware of the grift.
I have a story that goes a bit beyond being denied the meal her son paid extra for her to experience....yes, not merely a "good' son but a "great" son.
I have flown almost 2 million miles on AA. I checked in for a flight and waited a full hour for a wheelchair..I'd sprained my ankle that afternoon and the doctor said it was a bad sprain and not to walk on it. When a...
I have a story that goes a bit beyond being denied the meal her son paid extra for her to experience....yes, not merely a "good' son but a "great" son.
I have flown almost 2 million miles on AA. I checked in for a flight and waited a full hour for a wheelchair..I'd sprained my ankle that afternoon and the doctor said it was a bad sprain and not to walk on it. When a wheelchair finally came the attendant said the temporary Gate in use during construction was too distant for him to push me in time. I was frustrated as his being late had caused this. I got out of the wheelchair and said I'd limp the two steps to the escalator up to the trams usually right on top to shuttle passengers to distant spots. I entered the escalater and was half way up when the agent at bottom of the escalator called up to tell me I'd dropped my boarding pass. As I turned to look, she stopped the escalater suddenly and it threw me nearly down to the bottom bouncing my exposed arms to the claws of each step I passed. Paramedics were called to staunch the blood dripping onto the floor. The AA counter agent told me firmly that I would not be allowed to fly until a doctor gave me clearance...as though it weren't obvious that I was in no shape to travel. The paramedics who arrived came without supplies; they had no wound disinfectant and the only bandages they had were a roll of gauze which would have stuck to the wounds if they hadn't quickly been drenched in blood. When I refused their transport to a near airport ER, the paramedics insisted that I needed to know I might die of these massively bleeding wounds if I waited to go to my own physician. They had me sign a release. I immediately phoned an acute wound management practice. The nurse who removed the gauze (she couldn't believe they used gauze directly on open wounds) would henceforth come EVERY DAY for two months to change the dressings before the Practice released me to fly. AA refused to refund my ticket I hadn't used because it had rebooked me on a flight an hour later and sent my bags on that flight without me --which violates TSA requirements. When I (personally) missed that rebooked flight, they'd again rebooked me on the first flight in the morning.....all this after telling me I couldn't fly without a doctor's permission letter. During the two months of daily bandage changing, my luggage was removed from the destination airport and taken to a warehouse, where I was informed it would be sold if I hadn't claimed it in three more weeks. AA injured me, would not refund ticket, shipped my bags off without me. and was about to sell them....and they thought it was my obligation to go get them?????? An Uber picked them up with my letter of authorization. We recontacted AA about the ticket credit but it did not change it's position that a missed flight by the passenger constituted delivery of purchase on AA's side.
Patricia, I am so sorry that you went through such poor service and were injuried so badly due to their AA's actions. Was the wheelchair service through AA or the one that the airports contract with for usage with all the airlines? If AA used one of their customer service agents because the contract service was shorthanded, it sounds like that person performed an action in poor judgement, if the agent knew about your ankle...
Patricia, I am so sorry that you went through such poor service and were injuried so badly due to their AA's actions. Was the wheelchair service through AA or the one that the airports contract with for usage with all the airlines? If AA used one of their customer service agents because the contract service was shorthanded, it sounds like that person performed an action in poor judgement, if the agent knew about your ankle when they stopped the escalator suddenly without warning. The other actions with your ticket and luggage may have been caused by the circumstances of your injuries not being relayed up the chain to the appropriate people who could assist with the situation. Regardless, it sounds like you may want to consult with some legal representation. If done on a contingency fee basis, you would be able to find out if you can not only get reimbursed for the injury, pain and suffering, and the cost of having to retrieve your luggage, and lost travel expense (hotel/rental care etc.), plus loss of travel ticket. If you had trip cancellation insurance for any reason and already got reimbursed for the travel portion of the expenses you were not able to complete, then it would be limited to injury-related expenses. It is common for businesses to not admit their involvement while trying to avoid legal proceedings. Their loyalty is to their investors. They are trying to make you believe you are responsible for the injury. They should be held accountable, if they are responsible for your injuries and were also aware that you could not travel at their own instructions but penalized you anyway. Good luck with whatever you decide, but I hope you find peace with it. There may be a statute of limitations to take legal action, I would at least consider a free consultation, if you haven't done so already. This is not meant to be legal advice. Be aware that it can take years to do discovery, gather witnesses, etc. but it can be worth it if you know in advance what it takes to win against a major corporation. If they settle out of court, it can still take some time.
It clearly states that the dining is from select cities but there is no mention of “select routes”. That’s false advertising, especially when it is impossible to know what “select cities” implies.
Airline personnel often write drivel in their response to informal DOT complaints. Try formal complaints, which get formal on-the-record responses form airline *attorneys*. Plus the transparency of public docketing and public scrutiny can help. https://www.benedelman.org/dot-complaints/ explains the process, which to be sure is considerably more involved than an informal complaint.
I don't think this was malicious at all. I think it is gross incompetence. No airline in their right mind would allow this to happen to a high paying customer. The first line person gave the only competent reply. AA management needs to see this (they probably already have) and almost certainly will make this situation right.
I sent Ben an email but it might have gone to spam.
I got a call from American on Sunday. They gave me the fare difference as trip credit, 15k miles, and most importantly, an assurance that they were fixing the way this fare entitlement is coded in the backend, updating internal documentation, and ensuring that lounge agents have the correct info.
I'm pleased with the ultimate resolution, especially that this forced them to reexamine...
I sent Ben an email but it might have gone to spam.
I got a call from American on Sunday. They gave me the fare difference as trip credit, 15k miles, and most importantly, an assurance that they were fixing the way this fare entitlement is coded in the backend, updating internal documentation, and ensuring that lounge agents have the correct info.
I'm pleased with the ultimate resolution, especially that this forced them to reexamine the way this is handled going forward. I wish it wasn't such a long and aggravating process, but I'm glad it's over.
Well that is shocking that they gave you a call, especially on a Sunday. And even more shocking is what you said they claim they will do. That organization is so pathetic.
Welllll, there is no excuse. This Executive Platinum (for 3 years) and a 2.6 million mile flyer, is incensed. If you SOLD the service, DELIVER it! It's there in print. How anyone charged with Customer Service credentials can blah blah how they KNOW how disappointed, how frustrated, etc. etc. falls on deaf and infuriated ears. On a recent flight from Puerto Vallarta to Phoenix (I know, just a 2 hr 20 min flt) in Business...
Welllll, there is no excuse. This Executive Platinum (for 3 years) and a 2.6 million mile flyer, is incensed. If you SOLD the service, DELIVER it! It's there in print. How anyone charged with Customer Service credentials can blah blah how they KNOW how disappointed, how frustrated, etc. etc. falls on deaf and infuriated ears. On a recent flight from Puerto Vallarta to Phoenix (I know, just a 2 hr 20 min flt) in Business Class (of course there is no First Class... AA just decided to change the name so the commensurate downgrade in service could be justified) there was 1 surly male flight attendant. I pointed out that the power outlets on the 6 year old A321...certainy new compared to any Delta or United aircraft...plus the wifi were not operating. He said they don't have any control over that and would not notify the cockpit for a reset! Further, he served beverage and food at the same time with the bread roll on top of a dish hiding what was the warm nuts usually served with the drinks, all indicative of sheer careless or lazy service. I emailed customer service. At least Alan got a response, as useless as it was. I never got a reply and it's been months. This was not life threatening, but it was an example that AA is at most treading water. Shameful.
AA customer relations and AA staff and AA contractors have always always been a zero.
Here is a recent unrelated SCL incident:
Few days ago I was the 5th person boarding AA 912 SCL-MIA in Group 1 and gate agent said I can not have two carryon's.
I said I do not have two carryon's.
She said AA worldwide policy is one carryon and one personal item. I said I know...
AA customer relations and AA staff and AA contractors have always always been a zero.
Here is a recent unrelated SCL incident:
Few days ago I was the 5th person boarding AA 912 SCL-MIA in Group 1 and gate agent said I can not have two carryon's.
I said I do not have two carryon's.
She said AA worldwide policy is one carryon and one personal item. I said I know that. I am an Executive Platinum.
She pointed to my personal item (which fits under a seat) and said that is a carryon.
I said that little one is not a carryon. That is a personal item.
She said that is NOT a personal item, it is a carryon.
I pointed to my 22 inch and I said that is a carryon and this little one is a personal item.
She said a personal item is a laptop bag or purse. That is not a personal item.
Neither my carryon nor the personal under-seat item were expanded nor were they overstuffed nor were there things attached to them nor anything hanging off of them.
This was NOT a language-barrier issue.
She brought over the head of security and the guy sided with the gate agent. He said it is AA worldwide policy for one carryon and one personal item. I said I know, I am an Exec Plat with AA and I fly all over the world with THIS carryon and THIS personal item that fits under the seat. His attitude was "this is not up for discussion" and he walked away.
They both said you have to check one carryon so they took my carryon.
Of course when I boarded, the overhead bins were mostly empty and plenty of room under the seat.
Later on I remembered I have a piece of plastic advertising material that came with the personal item that was inside my personal item that says "Verage Underseat Carry On Luggage with Wheels, Navy Softside Small Suitcase Spinner Wheeled Rolling Travel Laptop Bag for Airlines. The rolling underseat bag meets most airlines' personal item sizes, fitting perfectly under the seat"
Wish I had remembered but I was so taken aback that they both stood their ground. When I sat down in my seat I watched others coming down the aisle and their personal items were much bigger than my personal item. Plus some had a third item with them.
It will be interesting to see how AA responds to this story. While "doing the right thing" (if done) will be late, better late than never.
I treated my family to 4 roundtrip Flagship business award tickets TPA-DFW-OGG 2 years ago. Upon arrival at TPA Admiral Lounge, we were denied entry by the nastiest long time employee ever. I was prepared for this and had screenshots explaining the long admission criteria but no dice. She didn’t want to go back on her denial in earshot of her 2 subordinates. The lounge was empty.
We trecked to the gate and my...
I treated my family to 4 roundtrip Flagship business award tickets TPA-DFW-OGG 2 years ago. Upon arrival at TPA Admiral Lounge, we were denied entry by the nastiest long time employee ever. I was prepared for this and had screenshots explaining the long admission criteria but no dice. She didn’t want to go back on her denial in earshot of her 2 subordinates. The lounge was empty.
We trecked to the gate and my phone rang. The agent from the lounge said she made some calls and we were indeed entitled to entry. Would we like to come back with 5 minutes left to boarding time?
The final email was basically “here’s the policy”. If so simple, why wasn’t the policy quoted early on in the complaint process? And obviously it turned out to be a lie anyway. A smart agent should wonder why prior agents didn’t quote the policy if AA had been in the right all along. Silly.
I doubt Doug Parker and isom wives wouldn’t be allowed or kids. And funny how dfw-lhr isn’t premium as response left out. Unless I completed missed that city in post.
These clowns (read ALL airlines) are just doing with what we let them get away with. They don't care because we keep paying ridiculous prices and fees to get crapped on. This post (and many others I have read) is good evidence that the regulatory body does not care either. So, let's take more road trips!
I want to hear what the resolution is!!
After decades of flying AWA-USA-AA a few years back they literally volunteered they messed up my family of 8 trip and canceled our return trip resulting in us having to go to another airport and after asking that they only pay for the $250 in cab rides for what they said they caused they offered first 5k in miles (which is not only worthless in general to a business traveler with the cc absolutely nothing)...
After decades of flying AWA-USA-AA a few years back they literally volunteered they messed up my family of 8 trip and canceled our return trip resulting in us having to go to another airport and after asking that they only pay for the $250 in cab rides for what they said they caused they offered first 5k in miles (which is not only worthless in general to a business traveler with the cc absolutely nothing) offered me a $150 flight voucher which came with "This completes our review and serves as the final resolution of your concern."
In which case MY final resolution was to status match to UA. That was maybe 4 years ago and I've never looked back and am a happy 1k on UA now.
Holy crap, all the responses from American Airlines sounds like AI wrote it. A human being stipulated see that a mistake was made and fix it. Instead the human army it up the ladder and gave it to AI to handle. Nice job American Airlines, I'll keep that in mind when I fly and not purchase any perks. I appreciate the heads up, I'm sorry that happened to you. Perhaps you should send this whole thing to the president of AA.
I to have been denied access in that lounge.
We flew on a flagship business class with AA from DFW - HNL on a 773, AA123. We went in to enter the flagship business lounge and they didn't allow us in telling us that we didn't qualify for access.
On the way back we flew that same flagship business class flight AA102. They allowed us access in DFW to the admirals club only.
They are really trying to compete with Ryanair for best customer service!
They owe him $325.
Did your contacts at AA do anything to date? This is truly sad! The current DC method of double down with lies is spreading across the world like a virus. I've been a loyal AA Executive Platinum member for the past 5 years and I can really tell the companies attitude lately with customer services is slipping away. Honesty and trust are priceless and once lost my value with AA will also be lost. $$$$$
This is a GREAT article and I’m so glad you’re taking this on. I deal with nonsense from AA all the time. I live in Dallas so I am AA captive, but their customer service is AWFUL. Every single itinerary I took with them (I am Platinum Pro / One World Emerald) in 2025 was delayed in at least one direction. When I write in about an issue, the response I usually get is in...
This is a GREAT article and I’m so glad you’re taking this on. I deal with nonsense from AA all the time. I live in Dallas so I am AA captive, but their customer service is AWFUL. Every single itinerary I took with them (I am Platinum Pro / One World Emerald) in 2025 was delayed in at least one direction. When I write in about an issue, the response I usually get is in line with the final response AA sent Alan. Some of them are really bad and obvious “copy & paste” jobs that are even worse than A.I. responses. I sometimes don’t think they even read complaints before they respond… AA management is at best, oblivious, and at worst, ignoring major customer service failures. I was United Platinum before moving to Dallas and I can tell you, UA isn’t perfect, but AA is a major downgrade from UA. Thank you for taking this up. AA needs to get it together. Hope you gent some answers!
I was an EXP for almost 10 years living in Seattle, and took a lot of inconvenient routing through DFW. Mostly for Emerald, and never realized how much money, time, and comfort I lost in that pursuit. Once I took a DL flight reluctantly, OMG, that's like 2 worlds, operational quality, seat, service, CS (once I was delayed by weather in JFK, while was still waiting to takeoff on the tarmac, compensation points already deposited)....
I was an EXP for almost 10 years living in Seattle, and took a lot of inconvenient routing through DFW. Mostly for Emerald, and never realized how much money, time, and comfort I lost in that pursuit. Once I took a DL flight reluctantly, OMG, that's like 2 worlds, operational quality, seat, service, CS (once I was delayed by weather in JFK, while was still waiting to takeoff on the tarmac, compensation points already deposited). Took none but 1 flight (due to important schedule fit) from AA, and 0 regret.
Ben, this is a great article. You are, in this article, the travel guru and consumer advocate that you need to be.
I've had great success with getting airlines to honor the law in small claims court when customer service brazenly refuses. At some point it's about the principle.
I would gleefully smile as I took them to small claims.
While you never know with court, this seems like an easy win.
“Culture eats strategy for breakfast” sounds cliché until you watch it happen in the real world.
Boeing was once defined by an engineering-driven, safety-first culture. After the merger with McDonnell Douglas, that culture slowly shifted toward financial targets, cost cutting, and shareholder returns. We all know how that played out.
American Airlines feels similar after the US Airways merger. American used to have its own identity and standards. Over time, though, the leaner, more bare-bones...
“Culture eats strategy for breakfast” sounds cliché until you watch it happen in the real world.
Boeing was once defined by an engineering-driven, safety-first culture. After the merger with McDonnell Douglas, that culture slowly shifted toward financial targets, cost cutting, and shareholder returns. We all know how that played out.
American Airlines feels similar after the US Airways merger. American used to have its own identity and standards. Over time, though, the leaner, more bare-bones US Airways mentality seemed to take over. You can merge fleets, systems, and balance sheets pretty quickly. Culture is the part that quietly decides what the company eventually becomes. We all know how that played out too!
That American Airlines culture was losing enough money that it could be a target for US Airways, which had a profitable financial strategy. But thanks for reminding us of the obvious.
USAirways just went through bankruptcy earlier than the others. Their profit strategy wasn’t better, just their timing. AA leadership at the time tried their best to avoid bankruptcy, honor their obligations, and maintain or improve in-flight service. Sadly, it was the flight operations unions who forced the hand of the old AA and sold the company out to the USAirways team. And they are ready to do it again. Sigh.
This link from their own website seems pretty clear to me, and in direct contradiction to what was stated in the last communication.
https://www.aa.com/i18n/travel-info/experience/dining/flagship-first-dining.jsp
Probably AI-written. That's the problem these days. Nonsense rules made up by AI. Had that on CX CS response, too,
Checking availability for next February, AA still offers Flagship Business Pius with Flagship First dining on the nonstop out of DFW to Santiago. They don’t offer it on connections through Miami or on flights out of JFK connecting through DFW or Miami. AA should get its head out of its rear and just send the customer a couple of free Flagship First dining coupons, good on any flight.
I have found the better option is to challenge ONLY the $325 part of the credit card payment. Most companies will not fight that.
Credit card charge back (doesn't matter justified or not) is a good way to have FF account closed, miles forfeited, future reservations cancelled, or even being banned from the airline completely.
Delta and Alaska teams behave like grown ups and professionals while American and United teams behave like kids.
What I find staggering is the lack of customer recovery.
Even if they do have convoluted rules regarding what airports and lounges one can avail of First Dining, FFS, this person spent a fortune with you, they are unhappy that your rules aren't clearly explained, offer compensation as a form of goodwill like any DECENT airline would.
Shouldve done a chargeback for the full cost of the flight with the credit card company, they didnt provide him with what he paid for.
Stop with all the stupid charge back advice.
I'm willing to bet that banks will side with the airline. It's not the banks job to prove who is lying. They just look at the evidence, and you're playing under the airline gaslight rule not the truth.
Then you will get banned by the airline.
You filed FTC against the bank.
Finally you get banned by both the bank and airline.
Chargeback is not a magic refund tool.
You must have a terrible relationship with your credit card carrier (or low-end cards) as high-end cards usually fight on the side of their customer -- except strangely on those subscriptions that are never cancellable. They seem to side with those, or did, until the law changed recently making it easier to have written proof of cancellations.
Little bit strange that you’d pay the extra $325 for these ads ons? Medal worth an extra $25?
Saying that if I had paid off I’d be livid to be short changed.
@Ben,
Have a look at my post over on AA Flyertalk regarding their Middle East rebooking. Comment #5 onwards from me (colesmore).
It's obviously not the same, but their front end handling of issues is just not where it needs to be, for how they try and position themselves.
Other end of the spectrum. I recently had a flight on AS cancelled. It was only a quick intra-California hop but they protected me on a flight getting me in at my destination at midnight instead of the original 2.00pm. AS refused to protect me on American which had a much sooner departure. I declined their alternative and asked for a refund because another airline had a flight departing 59 minutes later.
They told me...
Other end of the spectrum. I recently had a flight on AS cancelled. It was only a quick intra-California hop but they protected me on a flight getting me in at my destination at midnight instead of the original 2.00pm. AS refused to protect me on American which had a much sooner departure. I declined their alternative and asked for a refund because another airline had a flight departing 59 minutes later.
They told me that I was not entitled to a refund because I had bought a Saver fare. Bear in mind that this “saver” cost $300 in economy for a one way for a distance of 326 miles. I brought up the DOT regulations and the AS CoC on my phone but alas they said that AS policy overrode federal law and their own CoC. I could not believe what I was hearing. I asked for a supervisor but she gave me the same info.
Tried to phone AS but after waiting on hold for an hour three days in a row I’ve given up.
Sounds like we should bring back Rule 240…
I have flown on AA for years in business and first class. Despite all their problems, I thought it was a trusted airline.
On 7 March i bought AA points and immediately issued 2 tickets in JAL first class for my close friend and business partner and his wife for their trip. It was supposed to be a gift from me to him, as they have never flown in a real F product before, and...
I have flown on AA for years in business and first class. Despite all their problems, I thought it was a trusted airline.
On 7 March i bought AA points and immediately issued 2 tickets in JAL first class for my close friend and business partner and his wife for their trip. It was supposed to be a gift from me to him, as they have never flown in a real F product before, and I long wanted to introduce them to first class.
God, what an awful idea it was to deal with American for this.
On 9 march my tickets were cancelled or put on hold, i am not sure, but JL stopped showing them. I received a letter about "security" alert, my AAdvantage account was frozen and I was asked to contact AA because an unauthorized access to my account was suspected. I called immediately, answered all security questions and was told that my case got escalated and very soon, maximum 1-2 business days, everything will be solved and tickets will be reinstated.
I called again a few days later, answered all the same questions again, and was told to wait until Monday. Then Friday. Then up to 7 days or something. Then up to 30 days. I called 7 or 8 times in total, wasting from 30 minutes to a full hour lated, not including waiting for callbacks. I wrote a complain, and I never received an answer. I never received any further emails or communication from AA. April arrived and passed, my friend and his wife had to book different tickets, my gift and their trip have been ruined.
AA is acting like a trut dystopian corporation from the worst movies about grim corporate future on Earth. They literally scam you, not like some huge USA corporation, but like some small cheap fraud in Egypt, then lie to you, they gaslight you, and there is NOTHING you can do. This is really a dystopia, all powerful evil soulless corporation against a normal person that has literally zero rights and zero chances to fight back.
I strongly recommend to take all business away from AA, learn from my mistakes.
I don't want to live in a future determined by corportations like this.
We are already there, even for those of us outside the U.S.
Your problem is living in a dystopian world and not realizing it.
"bought AA points and immediately issued 2 tickets in JAL first class" for someone else is a big red flag for fraudulent activities.
This is as dumb as wearing I have a bomb shirt to an airport.
Should have just given your friend cash to buy it.
The language is unclear.
Access to the Flagship Lounge doesn't include Flagship First Dining. For example OW Sapphire and Emerald status holders via non US airlines get access to Flagship Lounges.
The Business Plus fare says it includes "Flagship First Dining experience in select cities." Left unsaid is whether "select cities" means the passenger gets access to Dining in all cities where Dining is offered ("select" being to carve out cities where it...
The language is unclear.
Access to the Flagship Lounge doesn't include Flagship First Dining. For example OW Sapphire and Emerald status holders via non US airlines get access to Flagship Lounges.
The Business Plus fare says it includes "Flagship First Dining experience in select cities." Left unsaid is whether "select cities" means the passenger gets access to Dining in all cities where Dining is offered ("select" being to carve out cities where it isn't) or the passenger get Dining in some cities, but not others, even if Dining is offered.
Since no reasonable person can be expected to know which is being offered the language is misleading and the DOT can, and should take action.
As others have said competing airlines don't pull this kind of crap. The aren't immune to mistakes, but they, in particular Alaska, have enough common and business sense to treat customers fairly.
Our best response is to buy high value tickets on competing carriers leaving AA with low value customers. Profits will fall, eventually management will be forced out and hopefully replaced with people who will do a better job.
This is the correct answer. Like leaving any other abusive relationship you have to realise your own self-worth, then resolve to walk away and never look back. This also means not being enticed back when they insist that they've changed.
There is an even better answer. The DOT requires that the tariffs be "clear, explicit and definite, and...shall contain. (1) Such explanatory statements regarding the fares, charges, rules or other provisions contained in the tariff as may be necessary to remove all doubt as to their application."
Short of any as yet undisclosed language that makes clear whether a passenger has access to Dining at all Flagship Lounges that offer it, or only some...
There is an even better answer. The DOT requires that the tariffs be "clear, explicit and definite, and...shall contain. (1) Such explanatory statements regarding the fares, charges, rules or other provisions contained in the tariff as may be necessary to remove all doubt as to their application."
Short of any as yet undisclosed language that makes clear whether a passenger has access to Dining at all Flagship Lounges that offer it, or only some but not others, the Tariff fails to meet the standard if a reasonable person (such as any of us) are unable to determine which of these it is.
So any of us have standing to file a complaint with the DOT based on 1) the information that pops up when being offered a ticket by AA and 2) the publicly available response AA provided to the DOT in response to the complaint.
If the DOT receives, as I think they should, a pile of complaints from people, especially when those people who are experienced travelers, stating that they are unable to determine from the information provided by AA whether Flagship Dining is included with the ticket that AA is offering that in and of itself proves the point.
I encourage anyone who finds themself unable to determine whether they'd be entitled to Dining based on the information AA provides to file a complaint with the DOT.
What's included with your ticket is not permitted to be a secret that is only revealed after travel is completed. Quite the reverse. The issue the DOT will be forced to rectify isn't whether the passenger was or was not entitled to Dining but that AA must clearly state upfront whether they are or are not.
If you are in doubt about this filing a complaint with the DOT is the mechanism to force AA to come into compliance by clearly disclosing what is being included as a part of your purchase.
Steve is correct.
As UA is currently "donating" a million for a road trip. Any DOT complaints against its competitors would expected to be met with harsh penalties.
Will you be filing a complaint with the DOT?
I will. It would be extremely helpful if anyone else who is likewise confused about whether the fare includes Dining or believes from the published language that it does files one also.
If the DOT receives a pile of complaints from people that they don't understand what the offer that creates pressure to take action to force the carrier to clarify the tariff.
Thanks for this blog post. I'll be sure to avoid these fares and AA in general if this is how they do business.
Their last message does not list LHR as a destination from DFW for which Flagship Dining is available. Anyone else find that odd? I suppose the route is not very important to them. However, they are selling it on their website. Only $14,381 on May 29.
AA notes that "This program is in partnership with the James Beard Foundation, which celebrates and supports the people behind America’s food culture." How much scumbag rubs off...
Their last message does not list LHR as a destination from DFW for which Flagship Dining is available. Anyone else find that odd? I suppose the route is not very important to them. However, they are selling it on their website. Only $14,381 on May 29.
AA notes that "This program is in partnership with the James Beard Foundation, which celebrates and supports the people behind America’s food culture." How much scumbag rubs off on the James Beard reputation, for partnering with these people?
Why are they even selling a product that is impossible to redeem? How does their system allow them to sell a business plus ticket on an itinerary that is not eligible for business plus benefits? Seems more like deceptive business practices and a red flag for an FTC investigation to me.
Sounds like we need to elect better leaders who will actually empower regulators like the FTC (and DOT, and others) to actually enforce consumer protections…
So 600,000 people sent $100 each to Trump for a gold phone that now may never be delivered -- but they won't get their money back. And you're worried about one little mistake by some people who went to Texas schools so don't know any better? Let's establish some priorities.
@Ross
What does that have to do with the price of tea in China?
What utter nonsense. Technically Flagship First Dining doesn’t even exist anymore at JFK, all the lounges were redone since they are shared with BA.
According to their website, whether you have access is only determined by where you’re flying TO, not FROM, and South America is on the list.
When did this happen because I don’t think AA flies nonstop to SCL from DFW or JFK? I also don’t see any flights out of DFW that offer a Flagship Business Plus fare. Do they not offer it during the Summer or did they just stop offering it period? Maybe they realized it was a mistake to offer this kind of “premium service”.
“Nonstop” is right there in the screenshots, Don.
Yes I saw that. My point is, since they no longer operate nonstop flights from either JFK or DFW, I was wondering how long ago this happened.
DFW-SCL is seasonal during our winter (their summer). This happened 3 months ago. You can still buy tickets for February of next year.
Try using your AA points to book a flight with their ‘Partner’ Alaska Airlines. You might as well try peeing over the moon on a windy day. I am going to burn my AA points as quickly as possible and switch all my business to Alaska.
Since it is a bundled set of fare difference, the component of the Flagship Dining is much less. Out of the $325, $125 goes towards the fare being fully refundable and the third checked bag is pricy too when paid separately.
Having said that, the response from AA is unacceptable.
US Airways f/k/a America West ruined everything good about American Airlines. I live in Chicago and, prior to the merger, AA was always my first choice from ORD (ok, in all fairness, this was the Smisek era). It's been a race to the bottom ever since. I'm glad I found unicorn JAL flights to burn my remaining miles. I can't say I'll never fly them again, but certainly not the first choice. Of the 3...
US Airways f/k/a America West ruined everything good about American Airlines. I live in Chicago and, prior to the merger, AA was always my first choice from ORD (ok, in all fairness, this was the Smisek era). It's been a race to the bottom ever since. I'm glad I found unicorn JAL flights to burn my remaining miles. I can't say I'll never fly them again, but certainly not the first choice. Of the 3 big players, it seems UA is at least honest with their positioning. AA tries to be a full service carrier and is operated like an LCC. Delta pretends it's "premium" and delivers what AA thinks it is.
AA has been on a downhill slide since merging with US Airways. The clowns at US Airways have taken over and driven AA into the ground. The AA pilots always looked and acted like the military professionals most of them were. Now they are cowboy clowns that have to hang out with the stewerdesses behind the serving cart for half an hour while on the way back from the bathroom.
It reminds me very...
AA has been on a downhill slide since merging with US Airways. The clowns at US Airways have taken over and driven AA into the ground. The AA pilots always looked and acted like the military professionals most of them were. Now they are cowboy clowns that have to hang out with the stewerdesses behind the serving cart for half an hour while on the way back from the bathroom.
It reminds me very much of the Mercedes/Chrysler merger. The flow of technology went the wrong way in that one also.
The degredation of AA and MB.
And off to bAAnkrupcy they will be a going.
It’s just a matter of time. Probably the WORST transportation company that has ever existed in the USA.
Wow is all I can say. Actually love Alaska and Cathay/Quantas but the rest of them in OneWorld are a race to the bottom. Being a West Coast, So/Cal guy very lucky to have Alaska!
Mike, I can understand your love of Alaska and Cathay, but Qantas is definitely not a great airline, and has not been 'great' for coming on two decades. With one caveat: perhaps you were referring to the Qantas of old? Before Alan Joyce screwed it up?
What does the u in "Quantas" stand for?
This is why I avoid traveling on American at all costs. I fly exclusively at the front of the plane and will happily pay more for United or Delta than risk flying American. I recently booked AA on a first class ticket because it had the best schedule and then it changed the flight from a 5pm departure to a 7:30am departure allowing a 37m layover in O’Hare. Needless to say I took the refund...
This is why I avoid traveling on American at all costs. I fly exclusively at the front of the plane and will happily pay more for United or Delta than risk flying American. I recently booked AA on a first class ticket because it had the best schedule and then it changed the flight from a 5pm departure to a 7:30am departure allowing a 37m layover in O’Hare. Needless to say I took the refund I was eligible for and booked another airline. They deserve to go bankrupt their service is so bad.
With the amount of money they spent on these AI written emails they could have just refunded the amount.
Keep in mind that AA closed it's Customer Relations department and laid off all of the employees in 2024. They did rehire a few of them for the rebranded Customer Success department, but the bulk of the work was outsourced to AI and lower paid foreign workers. Unfortunately this does not surprise me at all.
You can tell by the tone and writing style that the two primary responses were generated by AI.
I came here to say this, but you beat me to it.
Sometimes I will go thru my credit card as stuff like this obviously equates to fraud. You can deal with visa or Amex now that I’ve disputed the charge since I did not get the agreed upon service.
Go ahead and dispute the charge.
And you can finally put money where you mouth is.
You'll never fly that airline again.
The airline will make sure you don't.
Don't bothuh. Flew AAL in March London to Los Angeles in business. No menu for supper just a choice between a burrito and a plate of chicken. it looked like a plate of vomit. No wifi no electricity. Just choose the most basic price so you won't be disappointed.
That's a response that would make Luftkafka proud.
Ya know, if they throw in a rubber ducky, that’d go a long way…
such crooks.
The last agent told a lot of lies, including one that Ben didn’t talk about. She mentions a JFK-SCL route that does offer First Dining. A route that is only operated by LATAM (not an American partner) and that American hasn’t operated since 2023….
If a fool and his money are soon parted , is the analogy appropriate ? Are the airline companies playing psx for fools ? Do the airline companies wish to raise fares and fees again ?
They shouldn’t be selling a service they don’t provide. If AA First Dining is not provided on the DFW-SCL route, why did AA sell it to him? This is such a slam dunk case in favor of the passenger.
First and foremost that extra $300 is a waste. The food in FL Dinning isn't that much different than the food served in the FL buffet. Second, the check in might save you what 10 minutes.
I've never understood the desire to stuff one's face in a lounge just to get into a premium cabin and stuff one's face again within 2 hours. Saturday I got off a JFK/SFO transcon in F and was so...
First and foremost that extra $300 is a waste. The food in FL Dinning isn't that much different than the food served in the FL buffet. Second, the check in might save you what 10 minutes.
I've never understood the desire to stuff one's face in a lounge just to get into a premium cabin and stuff one's face again within 2 hours. Saturday I got off a JFK/SFO transcon in F and was so full I had problems sleeping. I had tried to eat 2 such meals I would have been yacking all over that 321T first class cabin.
But the flyer did not get what they paid for, albeit not worth the money, and should file in small claims court if they want to be compensated.
Oh, so NOW you care about consumers… huh…
In Miami, The Flagship First check-in desk saves you a LOT more than 10 minutes, because Priority check-in is often slammed and lines can get very, very long during peak international evening flight hours. I (unfortunately) fly out of that airport every week, so I'm very familiar with how it works. That said, American is SOOO scammy, and this situation is infuriating!
Ben, do you think if compliant was filed during the last administration the result would be different? I think these airlines have a blank check to screw over consumers knowing that DoT will not hold them accountable or fact check.
This is not something that’s specific to the airline industry. All industries know that they have carte blanche to treat customers as poorly as possible and that the U.S’s scant customer protection laws won’t be enforced. As long as you don’t have a DEI policy, feel free to do whatever you want to customers
Can this be resolved through legal means?
Not an American or a lawyer, but from the little I know about law, false advertising, selling a product you don't have is some form of consumer protection crime.
Remembering the Emirates lawsuit in New Zealand, EK advertised A380 business class but only ever offered the much worse B777 on the route.
What other ‘means’ are you into?
Even if AA were right, was it worth the $325 to alienate someone wiling to spend big money on the airline? How ‘bout a “sorry for the misunderstanding, here’s $325, and now you know for next time”. But of course AA is not right.
Just another example that AAL has the wrong people in the wrong positions, lacking decision-making skill and authority to solve problems adequately. Accountability has been a problem for years.
So sorry for Alan's experience. I avoid AA whenever possible, and stories like this make me feel better about spending extra to fly Delta or any other airline.
Tim… we know it’s you…
AA is the new Spirit Airlines only worse.
Lucky - PLEASE post the name of the last Agent that made up those rules about the service being limited to specific aircraft and routes. It will be in the email Alan got. NOTHING will change until AA and the person are publicly called out. Please!
Sincerely,
Your readers
Ben thank you for following up on this AA blunder on Alan’s behalf. It’s really nice of you.
When it comes to DOT complaints AA would rather dig their heels in, including making up policies, than admit they were wrong. It's very strange
Wonder if you can go to Small Claims court
Finally an article that isn't OMAAT Enquirer.
Ben, thanks for writing this one. It's a cautionary tale for everyone. This behavior actually makes me ashamed to be more or less loyal to AA. Please keep fighting to resolution for Alan. (and by extension for all of us.)
Trusting any airline to do what they claim to do is shockingly naive. It’s a business of putting bums in seats at the lowest possible cost. Several years ago I had paid for an F ticket LHR-DFW and they apparently changed aircraft or something as there was no F and no refund. Tried getting a refund but their response was there is no F and therefore no refund!
Yesterday AA ExPlat desk asks me whether there’s an AC around, because their service desk could fix my issue (IRROP service recovery). Drone at the entrance refuses entry, tries to sell me a 50$ ticket. Nothing in an AC is worth 50$, but apparently access to the service desk sets you back that much, if you try to reach an airport somewhat close to the airport AA promised - but failed - to take you to.
I thought it was just me. The representative on the Executive Platinum phone line sent me to the Admiral's Club for delayed flight compensation and the lady at the front desk turned me away as well. What's the actual policy?
That sounds like clAAssic AWEdbaAAL. While the email “ completes our review and serves as the final resolution of your concern”, one still has the right to follow up with DOT. I would include that and counter the argument with misleading info of “select FFD” - mind you, JFK’s is not even FFD now being a joint lounge with BA.
This is great but it needs an “OMAAT On Your Side” graphic to accompany these types of stories. Better than the local news! :-)
Yes!! 7 On Your Side! WABC-TV New York!
I legitimately have had better experiences on Ryan air than American Airlines business class. Hands-down, one of the worst airline companies to ever exist.
AA's CS is not empowered to make things right. Last month, traveling on an internal J AAdvantage award, I missed my connection due to a mechanical delay and had to take a downgrade from F to Y to get back the same day. I was told to contact AA CS for downgrade comp- and the first reply was AI generated gibberish that apologized for the inconvenience but offered no compensation. Unfortunately, some people would just...
AA's CS is not empowered to make things right. Last month, traveling on an internal J AAdvantage award, I missed my connection due to a mechanical delay and had to take a downgrade from F to Y to get back the same day. I was told to contact AA CS for downgrade comp- and the first reply was AI generated gibberish that apologized for the inconvenience but offered no compensation. Unfortunately, some people would just give up then. Only after I responded and indicated that I did not consider the issue resolved did I receive a reply with some comp.
AA screwed up on this one
@Max with all due respect, your comment implies this is a one off. AA sucks chronically and habitually. Incompetence and horrible service is their core culture.
I honestly believe if they ever materially degrade the Aadvantage program, which there are signs they are testing, they are headed to bankruptcy.
You've written the perfect headline, and it encapsulates perfectly what AA did to Alan.
They really have become the garbage airline of the Big Three.
In other words, this is your airline. You two kinda go together. Just like a fly is attracted to $hit.
Time for a class action lawsuit.
Now that's a flAAgship class action.
Another big win for lawyers.
Few dollars left for the plaintiffs to buy a snack on board.
AA raise fares to cover the lawyers.
Everyone except lawyers lose.
The class is probably very small.
yup. Part of the issue is that likely no one buys that fare on that flight....
Yup. Probably part of the issue is the number of people buying that fare on that flight is tiny.
I'm a huge OneWorld fanboy... got Emerald Status the hard way in the US by flying. But this and a hundred other experiences with AA have made me 1000% loyal to Alaska/Hawaiian and their international OW partners, almost to a fault. I've taken the dumbest routes and definitely paid more in points and cash to go out of my way to avoid ever flying American. Every now and then I am trapped into a short...
I'm a huge OneWorld fanboy... got Emerald Status the hard way in the US by flying. But this and a hundred other experiences with AA have made me 1000% loyal to Alaska/Hawaiian and their international OW partners, almost to a fault. I've taken the dumbest routes and definitely paid more in points and cash to go out of my way to avoid ever flying American. Every now and then I am trapped into a short connector with them. And every single time I get home reminded that they are a complete dumpster fire of a brand/product/culture/experience/value. And I love that Lucky is trapped with them in Miami and yet is unapologetic in exposing them on OMAAT. Keep up the good work - lord knows AA can't/won't.
This is my experience too. I will pay thousands more not to ever fly on them. The short flights where I'm forced to fly them, I have their policies printed out. Since, apparently OneWorld Emeralds are not entitled to free checked in luggage. And their employees are completely unfamiliar with their interline agreements. Funny enough, this is good for Delta, since every time I have an Alaska flight that needs to connect with an American...
This is my experience too. I will pay thousands more not to ever fly on them. The short flights where I'm forced to fly them, I have their policies printed out. Since, apparently OneWorld Emeralds are not entitled to free checked in luggage. And their employees are completely unfamiliar with their interline agreements. Funny enough, this is good for Delta, since every time I have an Alaska flight that needs to connect with an American flight, I'll just book a Delta flight and save myself the trouble.
This is just how big corporations (ALL of them) treat "customers" (and employees). There's nothing special about American Airlines in this case, just another case of faceless mega-corporations shitting on what they regard as unimportant cattle: their customers and employees. That's late-stage capitalism for you, expect more of it.
Exactly - largely since US governments do not regulate. They forward complaints to companies, who respond with nonsense, and then consider the complaint closed since the company responded. No one will ever hold them accountable, unless the consumer chooses to sue - which makes no sense for token amounts of money given the filing fees and time involved.
Would this not be ample grounds (with a lot of evidence) for a chargeback with bank over the failure to provide what was purchased, with the disputed amount being a minimum of the fare difference?
Name blame and shame the airlines who are doing this!!
Thanks for going to bat because this just represents the misinformation airline representatives are able to get away with time after time!
Fun story-I had a Delta phone rep once really mess with a ticket and outright lie to me about policy and when I called her on it and read the actual policy off the delta website and requested to speak to...
Name blame and shame the airlines who are doing this!!
Thanks for going to bat because this just represents the misinformation airline representatives are able to get away with time after time!
Fun story-I had a Delta phone rep once really mess with a ticket and outright lie to me about policy and when I called her on it and read the actual policy off the delta website and requested to speak to a supervisor to fix the mistake, she refused and said she would speak to them. She put me on hold, came back and said the supervisor had agreed with her and she was going to note my record (bear in mind this was back when I was Diamond with DL AND I’m 96% sure she didn’t ask a supervisor). At the end of every call they transfer you to rate the agent 1-5. She purposefully would not end the call. I’m assuming she just muted herself and hoped I would hang up. I told her I knew what she was doing and I could also mute myself and wait and that’s what I did. 45 minutes later (!!) she hung up. I rated her and called back and the next agent told me I was correct and that they had messed up.
i'm so angry just reading this. Seriously most companies just want you to give up.
This line makes my blood boil: "This completes our review and serves as the final resolution of your concern. No further action is required. Thank you for allowing us the opportunity to address this issue, and for your understanding."
i.e., you're dismissed!
This is customer service today. Unless you reach the right person you are doomed. I hope...
i'm so angry just reading this. Seriously most companies just want you to give up.
This line makes my blood boil: "This completes our review and serves as the final resolution of your concern. No further action is required. Thank you for allowing us the opportunity to address this issue, and for your understanding."
i.e., you're dismissed!
This is customer service today. Unless you reach the right person you are doomed. I hope Alan can still dispute the extra fare with his credit card company and I sure hope that credit card company is Amex because the others will not care one iota.
I spent a good portion of today trying to buy tickets on Ticketmaster so I am already in a mood!
I got a similar comment from virgin Atlantic one time when they refused my mum to fly because they said she didn’t have enough pages on her passport for ZA. She did and I even got the South African immigration office to say so in writing. We had to buy a same day ticket in economy on Ethiopian that cost more than her premium economy on virgin. I wasn’t even asking for the difference in...
I got a similar comment from virgin Atlantic one time when they refused my mum to fly because they said she didn’t have enough pages on her passport for ZA. She did and I even got the South African immigration office to say so in writing. We had to buy a same day ticket in economy on Ethiopian that cost more than her premium economy on virgin. I wasn’t even asking for the difference in what we paid. Just a refund of the original ticket. It took 5 months of back and forth requesting a refund. they would constant write something similar to that statement. Especially after giving “new” information they expect the customer shouldn’t be allowed to respond to what they’re saying!? I hope you help this guy get a good resolution!!
The first response is clearly AI-generated, so there was no real promise of anything anyway. Big mistake from American.
We
Are
Ready
Same thing happened to my and my wife coincidentally at the DFW lounge. I was gaslighted into thinking I didn't pay extra for it (my mistake), so I just moved on, but good to know for future reference that even their own agents are unclear of access rules.
Again, I appreciate you writing about this. It was just too baffling of a story to not share. I also thought "wow, what a surprisingly positive initial response from AA (even if it reads heavily like it was written by generative AI)", only to subsequently have my hopes dashed once Refunds closed the case.
Alan, let him write to his contacts at American. I know you said you are done with them and trying to get anything out of it, but absent this being raised with the proper people, the disclosure that you say you want will not happen. Moreover, it’s not that AA had improper or incomplete disclosure—they just f’d up and refuse to admit it. The number of times that I have been on the phone with...
Alan, let him write to his contacts at American. I know you said you are done with them and trying to get anything out of it, but absent this being raised with the proper people, the disclosure that you say you want will not happen. Moreover, it’s not that AA had improper or incomplete disclosure—they just f’d up and refuse to admit it. The number of times that I have been on the phone with airlines who don’t know their own policies is astounding. I too gave up on getting what I paid for during the pandemic when JetBlue tried to claim that I could not earn partner miles on my PAID transatlantic flight in Mint business class. I get it. Nothing will change for you, but if you want changes going forward for everyone, which is what you seem to view as most important, let Ben do his thing.
I did let him reach out to American about this issue, as he wrote. If American ensures they provide FFD access for future FB+ fares, that'd be great, or even if they make sure their marketing has the accurate caveats and restrictions to align with what they actually offer, I'd be happy. It's just that that wasn't the original goal when I wrote to him.
Not surprised by AA. Had a horrible experience as well when AA refused to give me an Avis preferred plus status earned with AA platinum and their chief customer officer, heather garboden gave a garbage AI type reply via her staff. DOT won’t do anything as the transportation secretary is busy vlogging his way across US instead of doing his job
Sadly I think the good response that you initially got was AI. It has a lot of the hallmarks of a thorough summary of the problem the Got it. I honestly wonder if the first response was AI. It is a correct and detailed summary of the issues you raised and what steps AA staff would need to take to review the issue. It reads a lot like revised/improved AI prompts I use at work.
Darn my fat fingers trying to type and inadvertently writing multiple versions of the same sentence. ♂️
No artificial or actual intelligence in my brain!
A great summary of the airline.
Thank you so much writing this, truly. I can relate, and I've always just given up.