American Airlines, why are they so unhelpful?

[wilso1]

I have to ask, am I expecting to much or is American Airlines being unreasonable?

I am a Qantas Platinum FF and my wife is Qantas Gold, I booked 2 first class flights from DFW to MIA on the Australian AA website, off the back of our QF7 flight SYD to DFW. When booking on the AU AA website we chose our seats, front row 1 D & F, I like the extra room and no one in front.

I received an email some weeks later informing us of a time change, when I clicked on the new flight I went to the seating and found I was still in the front row but they had moved my wife to row 2, and the other front row seats were blocked out, so I was unable to move her back next to me.

I called up later at night to the US AA customer service team, after explaining to the lady the situation she tells me the front row is blocked out for Elite members, I explained I paid full freight for a 1st class ticket and I am platinum Qantas, surely my wife can sit next to me? I was told No, the seats are for "Elite Members and is there anything else I can do for you, it was fairly blunt and I got the message.

The next day I decided to call the Aussie AA number and try my luck with them, I thought I may have just got one of those people who hate the company they work for and everyone else in the world. Sadly, my call the following day to the AU number was also no good, the chap I spoke tried but he said he had to contact management, he was maybe in an offshore call centre in Indonesia.

This chap said there were no seats, I explained I am on the AA US website and these seats are still available, he then said he is sorry but he is unable to move us to these seat as they are not open, in other words I can sit there but my wife is not "Elite" enough for American Airlines.....

Yes I understand they have their rules etc and ranting some, but surely a first class platinum ticket holder can have his wife sit next to them on a 2;30hr flight in my Elite seats I paid good money for, and yes I understand I can move back next to her, but it has taken us over 20 frigging years to get to Platinum and pay for first class. Honestly why bother with all this Qantas One World BS if they don't have equal membership rights.....

I even asked for a refund, only to be told it goes into American Airlines flight credit, oh silly me of course it does, I pay you with my cash and I have to stay loyal to you even if things change, Good Ole American Equality....

I am getting old and it is a very changing world, sadly its not for the better, but it pisses me off how these airlines go on about Loyalty programs, they expect us to be Loyal to them but they treat us like idiots, Loyalty use to be a two way street, obviously not anymore., As for me, cheapest ticket with any decent airline, I will play their Loyalty game..... They wont miss me and I have Nothing much to miss from them, what an over crowded lounge with a free drink and cookie voucher, I will save my money by not playing their BS loyalty game.

FYI, its not the first time we had issues with American Airlines, they refused us lounge entry in Miami, as hard as I tried to explain I had Qantas Platinum, it fell on deaf ears.

 

[wandering_fred]

Union rules now require pilots in transit get first class seats.......
Over and above any unmentionable air marchalls....
sometimes you need to be grateful you still have nice seating when wandering
Fred

 

[wilso1]

Union rules now require pilots in transit get first class seats.......
Over and above any unmentionable air marchalls....
sometimes you need to be grateful you still have nice seating when wandering
Fred

Oh thats why, the union own the front 3 other elite seats on the two pilot plane, I wonder if I am allowed to sit next to them not being a pilot or a paying union member, silly me Fred for not being thankful.
BTW Fred, as I mentioned in my post, the 2 front seats are Still Available on the American AA Website.....

 

[tdimdad]

Let me guess that AA enforce the business rules around elite grouping more strictly with seating. Your own OWE status was enough to get to row 1 but your wife as OWS is a part of a different group. Perhaps that's just the times we live in where any little loopholes are quickly exploited all kinds of wannabes, "influencers" and gamers of the systems. The tighter a company closes those loopholes, the cleaner the landscape. And for AA, it wouldn't matter whether you sit in row 1 or 2, either (unless there were special reasons to sit in a particular row or seat).

 

[NM]

What is the aircraft type? I have several AAdvantage award bookings in the F cabin and all are allowing me to select which ever F seats I like for myself and Mrs.NM. Theses flights all have my QFF LTG status linked (and no reference to my AA number except for the payment of miles from my account). Mrs. NM has no status. Ours are a combination of B738, A320, E195, all narrow body types.

 

[Vic]

The thing with call centres is they often can only see the same seat map as you.
I've you checked whether your status is what is blocking your wife from sitting next to you. Can your wife select the other side of the aisle, for example? if you do that then you should be able to move to be next to her.

I have to say having recently made a few bookings in both first and economy on AA for the family, I've not had to pay for seat selection, and I've had no issues getting seats.

 

[Viridis]

Oh thats why, the union own the front 3 other elite seats on the two pilot plane, I wonder if I am allowed to sit next to them not being a pilot or a paying union member, silly me Fred for not being thankful.

I look at this a bit differently.

Like you, it seems, I am closer to the end of my career than the beginning. I have been lucky enough for my employer to pay for my travel over the years, mostly up the nice end of the aircraft. Had it not been, I would probably have refused to travel. Supply & demand is a wonderful thing

That is what American Airlines is doing for its pilots; their employer is ‘paying’ (opportunity cost at the very least) for them to travel from where they are to where AA wants them to be. That they have a ‘union’ reflects the volume of individuals concerned. That their employer owns the means of transport confuses the picture somewhat, but the fundamentals remain the same. Had I been sitting in the seat (in a suit) I’m confident that your complaint would have been less grudging & sarcastic

I am a Qantas Platinum FF and my wife is Qantas Gold, I booked 2 first class flights from DFW to MIA on the Australian AA website, off the back of our QF7 flight SYD to DFW. When booking on the AU AA website we chose our seats, front row 1 D & F, I like the extra room and no one in front.

As a result of my travel I held ‘status’ with a few airlines including BA with whom I was Gold (this is the equivalent of QF Platinum). Like you, I am now enjoying some leisure travel with my wife as I begin to wind down. I booked two Business Class flights; we travelled separately due to work commitments. I enjoyed free seat selection; she did not because she doesn’t hold BA status. It never occurred to me to ask for this to be waived; they’re the rules.

The same is true on Qantas when we travel; I have access to better seat options than my wife, by virtue of my FF status, unless we’re on the same booking. I’m not offended by that, and I don’t think QF is providing me/us poor service by honouring/enforcing their rules.

By all means, ask, but don’t get upset if the answer is no.

As an aside, for that sector you may well be on a B737. I’d avoid row 1 as best you can. All bags overhead and the cabin storage on a B737 (if Australia is any guide) is incredibly limited. I appreciate what you say about leg room but, as someone of average height, I have never found that benefit to exceed the other inconvenieces.

Even on large aircraft the ego-factor of Row 1 is deceiving. As BA Gold I could pre-select row 1. My ego got the better of me and I did - once - because I could. Avoided it after that due to too much galley noise.

I have to ask, am I expecting to much or is American Airlines being unreasonable?

So, yes, I think that you probably are expecting too much (if I’ve understood your post correctly) and are being a little unreasonable.

And, as a general principle, from my limited experience with US carriers, they seem to operate at a lower level of customer service, as a norm, than you may consider customary. I’ve also found them to be quite rigid.

And, lastly, status is fool’s gold, especially if you are travelling in First or Business. The whole thing has been diminished in the pursuit of growth and ego-stroking. Look at AA’s tiers - Platinum-this, Platinum-that & Platinum-the other. To paraphrase a line from The Incredibles (a kid’s film), “if everyone is [special], then no-one is”. One of the reasons I like BA is because - so far - they’ve had the good grace to stick to Bronze, Silver & Gold !!

Keep your expectations low and you’ll have a much nicer time (and yes, I’m very much aware of the injustice inherent in that advice)

 

[DC3]

Unfortunate for the OP. However, I have never had a seat selection issue in over 40 flights on AA. Or, access issues to any Admirals Club/ Flagship Lounge, where appropriate. Just saying.