A couple of questions from an AAdvantage newbie

[serfty]

That often no longer works IME.

It seems the system recognizes that an agent added the segment and then won't allow you to finalize it online.

Sad if that the case.

If I'm prepared to wait in a queue, I might always be able to try the USA 'phone.

 

[dfcatch]

Sad if that the case.

If I'm prepared to wait in a queue, I might always be able to try the USA 'phone.

I'm hoping it's a YMMV situation, but I'm 3/3 on encountering the issue in the last few months.

 

[Danger]

Two issues in the past week have reinforced my decision to give AAdvantage status the flick after this year.

First, I had a QF F pre-deval LHR-xSYD-PER locked in for April next year, booked in January of this year. In early July, following the odd report that some people had been successful in moving their flights out more than 12 months beyond the original ticketing date, I gave it a shot. I was successful, or so I thought. The agent moved it to April of next year, approximately three months beyond when it should have been valid.

Several days passed and it still wasn't ticketed so I phoned AA and, sure enough, it had been picked up by higher powers and wasn't going to be ticketed at the old rate. Of course, no one from AA was ever going to call to advise. I got a very helpful and pleasant agent who, after some to-ing and fro-ing, moved the ticket to my new date in April and said AA would honour the pre-deval rate. The agent told me she made extensive notes in the PNR and that if I had any issues with AA's Australian number at getting it ticketed (it had been set up in AUD) then to call her back. It was put on hold because I needed to phone AA Australia to have the old ticket cancelled and the points and taxes refunded, which I did a few days later. The refund took a few days beyond that.

Partly due to the fact I was traveling I didn't get around to calling AA in Australia to pay for the new ticket. Surprise, surprise, AA won't honour the lower rate; it's 115k or nothing. I phoned the US line and got the same response. Despite the reassurances of the original agent that if there were any problems she had made extensive notes, it wasn't happening. American reneged.

Second, another reneging. In the dying days of the cheap ex-Mozambique oneworld Explorer fares, I set up a round the world fare with the AA RTW desk. American priced it out at AUD4800 and, in one of their remaining good aspects, put the itinerary on hold for five days or however long it is. During that time AA raised the ex-Mozambique fare to be roughly double what I'd been quoted and the had put on hold. On aa.com the "hold" rate went from AUD4800 to AUD9200. Apparently a hold is not a hold. After arguing with the RTW desk I got much the same response as the above: AA will not honour the lower fare that they had placed on hold and which I had phoned to accept, well within the hold period ending.

Really very disappointing.

 

[MEL_Traveller]

Two issues in the past week have reinforced my decision to give AAdvantage status the flick after this year.

First, I had a QF F pre-deval LHR-xSYD-PER locked in for April next year, booked in January of this year. In early July, following the odd report that some people had been successful in moving their flights out more than 12 months beyond the original ticketing date, I gave it a shot. I was successful, or so I thought. The agent moved it to April of next year, approximately three months beyond when it should have been valid.

Several days passed and it still wasn't ticketed so I phoned AA and, sure enough, it had been picked up by higher powers and wasn't going to be ticketed at the old rate. Of course, no one from AA was ever going to call to advise. I got a very helpful and pleasant agent who, after some to-ing and fro-ing, moved the ticket to my new date in April and said AA would honour the pre-deval rate. The agent told me she made extensive notes in the PNR and that if I had any issues with AA's Australian number at getting it ticketed (it had been set up in AUD) then to call her back. It was put on hold because I needed to phone AA Australia to have the old ticket cancelled and the points and taxes refunded, which I did a few days later. The refund took a few days beyond that.

Partly due to the fact I was traveling I didn't get around to calling AA in Australia to pay for the new ticket. Surprise, surprise, AA won't honour the lower rate; it's 115k or nothing. I phoned the US line and got the same response. Despite the reassurances of the original agent that if there were any problems she had made extensive notes, it wasn't happening. American reneged.

Second, another reneging. In the dying days of the cheap ex-Mozambique oneworld Explorer fares, I set up a round the world fare with the AA RTW desk. American priced it out at AUD4800 and, in one of their remaining good aspects, put the itinerary on hold for five days or however long it is. During that time AA raised the ex-Mozambique fare to be roughly double what I'd been quoted and the had put on hold. On aa.com the "hold" rate went from AUD4800 to AUD9200. Apparently a hold is not a hold. After arguing with the RTW desk I got much the same response as the above: AA will not honour the lower fare that they had placed on hold and which I had phoned to accept, well within the hold period ending.

Really very disappointing.

The ex Mozambique - 'hold' means hold the seats - not 'hold the fare'.

As for LHR award ticket - when you say you 'didn't get around to calling to pay for the ticket', what does that mean? You didn't call and the ticket auto-cancelled? If that's the case, AA is correct not to honour the the old mileage levels.

 

[Danger]

The ex Mozambique - 'hold' means hold the seats - not 'hold the fare'.

The US DOT website seems to provide a different description of what "hold" means:

Airlines are required to allow consumers to cancel reservations without penalty, or hold reservations at the quoted fare without payment, for at least 24 hours after the reservation is made, if the reservation is made one week or more prior to a flight’s departure date [emphasis added].​

https://www.transportation.gov/mission/performance/airline-consumer-protection

American chose to allow the hold for five days (or however long the standard hold period is) but apparently decided not to hold the fare price.

As for LHR award ticket - when you say you 'didn't get around to calling to pay for the ticket', what does that mean? You didn't call and the ticket auto-cancelled? If that's the case, AA is correct not to honour the the old mileage levels.

I did forget to add that detail. When I originally put the new booking on hold I asked how the agent how long I would have to pay for as I didn't how long it would take for the old ticket to be refunded. She told me not to worry about it; she had done something to ensure it was on hold essentially forever. And it is. Even now, almost five weeks on, it is still listed under my AAdvantage account as "On request on 7/5/16". In other words, it has not auto-cancelled; it remains live, waiting for me to ticket. I would argue that if this EXP agent gave a very firm and explicit undertaking that the old rate would be honoured and made extensive notes in the PNR, then it should very much be honoured.

 

[dfcatch]

The US DOT website seems to provide a different description of what "hold" means:

Airlines are required to allow consumers to cancel reservations without penalty, or hold reservations at the quoted fare without payment, for at least 24 hours after the reservation is made, if the reservation is made one week or more prior to a flight’s departure date [emphasis added].​

https://www.transportation.gov/mission/performance/airline-consumer-protection

American chose to allow the hold for five days (or however long the standard hold period is) but apparently decided not to hold the fare price.



I did forget to add that detail. When I originally put the new booking on hold I asked how the agent how long I would have to pay for as I didn't how long it would take for the old ticket to be refunded. She told me not to worry about it; she had done something to ensure it was on hold essentially forever. And it is. Even now, almost five weeks on, it is still listed under my AAdvantage account as "On request on 7/5/16". In other words, it has not auto-cancelled; it remains live, waiting for me to ticket. I would argue that if this EXP agent gave a very firm and explicit undertaking that the old rate would be honoured and made extensive notes in the PNR, then it should very much be honoured.

The DOT rules only apply to US flights.

Secondly, they switched to providing a 24 refund, not a hold (under the DOT obligations).

Holding a reservation doesn't hold the fare - and it has always been thus.

Your LHR award required reticketing. In essence, your old AAdvantage voucher is being "exchanged" for a new one.

Personally - I wouldn't have dared try to do what you attempted - and I'm surprised that you in fact did try.

Whilst poor service from the AAgent - you have no leg to stand on whatsoever.

You should make a customer service complaint about the AAgent - but hey, that's just another in the pile of 85 million.

Not disagreeing that AA deserves deserting - but neither of your examples are strong examples of fault on their behal

 

[MEL_Traveller]

5 days is great for a hold and more than enough time to confirm any other related arrangements. After that the seats should be cancelled as it frees up seats for people actually wanting to travel.

 

[hummel]

Question for the AA Award pro's.

I have BNE-MEL-LHR-ARN on QF F booked for Christmas day for the wife and I.

I noticed the last leg has gone from 2hr transit to 6hr which isn't ideal. I was actually contemplating dropping the last leg but as it was booked pre devaluation I don't believe I can? I was even thinking of asking if we could just get our bags checked through to LHR and pick them up there and not getting the last leg?

Thoughts? If we got off in London it would work a bit better in with our plans.

Cheers

 

[Danger]

Question for the AA Award pro's.

I have BNE-MEL-LHR-ARN on QF F booked for Christmas day for the wife and I.

I noticed the last leg has gone from 2hr transit to 6hr which isn't ideal. I was actually contemplating dropping the last leg but as it was booked pre devaluation I don't believe I can? I was even thinking of asking if we could just get our bags checked through to LHR and pick them up there and not getting the last leg?

Thoughts? If we got off in London it would work a bit better in with our plans.

Cheers

Yes, changing the origin or destination will trigger the new level of points.

Given the significant increase in transit time you could ask AA if they are willing to drop that leg off without penalty. If they say no, nothing lost.

It shouldn't be much of an issue to short-check the bags to LHR only. I would tell the QF agents in BNE that you want to pull out your thermals and winter wear in London so you're prepared as soon as you land at ARN and don't want to carry them as hand luggage until then.

 

[hummel]

Yes, changing the origin or destination will trigger the new level of points.

Given the significant increase in transit time you could ask AA if they are willing to drop that leg off without penalty. If they say no, nothing lost.

It shouldn't be much of an issue to short-check the bags to LHR only. I would tell the QF agents in BNE that you want to pull out your thermals and winter wear in London so you're prepared as soon as you land at ARN and don't want to carry them as hand luggage until then.

Hmmm that's not a bad excuse! I like it! I'll give AA a call and see what they can do.

 

[MEL_Traveller]

Hmmm that's not a bad excuse! I like it! I'll give AA a call and see what they can do.

I probably wouldn't raise it with AA. If you do they might seek the higher price for dropping the leg and mark your file accordingly.

 

[hummel]

I probably wouldn't raise it with AA. If you do they might seek the higher price for dropping the leg and mark your file accordingly.

So just short check to London? I'd be surprised if QF at BNE could give me my LHR-ARN boarding passes anyway...

 

[MEL_Traveller]

So just short check to London? I'd be surprised if QF at BNE could give me my LHR-ARN boarding passes anyway...

That would be my suggestion. The boarding pass issue isn't really relevant - bags can still be through checked even without a boarding pass being issued (which in theory you would pick up at a transit desk if not given at point of departure).

 

[hummel]

That would be my suggestion. The boarding pass issue isn't really relevant - bags can still be through checked even without a boarding pass being issued (which in theory you would pick up at a transit desk if not given at point of departure).

Guess I'll just wing it and see what happens! Not a big problem if we continue onto ARN but LHR could work better.

 

[Finale]

Will changing LHR-ARN to something next day (still under 24 hours) force them to check luggage to LHR only and no fee? (in case I run into a similar issue and connection is too short to make an excuse to pick up the luggage)

 

[hummel]

Will changing LHR-ARN to something next day (still under 24 hours) force them to check luggage to LHR only and no fee? (in case I run into a similar issue and connection is too short to make an excuse to pick up the luggage)

Hey that's an even better idea! I believe it should be ok for them to just move the flights are dep/arr points are still the same.

 

[blackcat20]

Will changing LHR-ARN to something next day (still under 24 hours) force them to check luggage to LHR only and no fee? (in case I run into a similar issue and connection is too short to make an excuse to pick up the luggage)

Unlikely; we had a 23 hour transit and almost had our bags checked right through (expect that TomVexille noticed and made sure they didnt). Wouldve been an interesting day/night in London with no baggage.

 

[bam71]

Similar situation last year. SYD HND LON BER. We had decided to stay in London instead of going straight on to Germany. We just grabbed our bags in London and left for the hotel, forfeited the LON TXL flight. It was a one way ticket so no problem.

 

[diningdecadence]

Hi team,

can someone point me to the directions of cancelling an AAward? travel is > 72 hours if it makes a difference.

can i do it online or do i need to call?

thanks

 

[Pushka]

Hi team,

can someone point me to the directions of cancelling an AAward? travel is > 72 hours if it makes a difference.

can i do it online or do i need to call?

thanks

You can cancel online but then need to call to get points reinstated.