Changing AAward - can see available but AA says no ...

[stueyjones]

Hi All

I have spent hours searching this superb site and others, and have founds lots referring to the problem, but nothing that specifically helps with my situation.

The situation. I currently have a redemption booking using aa points going Brisbane > Singapore on QF, in C, on 14th September. For a variety of reasons, my preferred destination has now changed to Hong Kong. I first spoke to AA reservations who after 2 minutes just responded no availability BNE>HKG. After reviewing the site a bit more, I used both KVS and my JAL account to look into this, and found I could keep the QF flight and just connect onwards with CX. There are two flights after my arrival time in Singapore (arrive 16.05, CX flights at 18.25 (CX716)and 20.10 (CX636) respectively) that appeared to have 3+ award seats available in C (U). So I called AA back, asked specifically about CX716, and after the sounds of lots of tapping keyboards got told the only onward connection available was at 16.05, which was when I was arriving so not possible. I asked to check the later Cathay flights but was told there was no availability?

I can solve my problem using SQ points to connect to HK, but thought I would try and keep it on the AA tickets to make baggage handling easier (for me!) and from what I understand still pay the same 35k AA points (albeit with a change fee no doubt) as now.

From what I read around here and the FF forum, this could be something to do with award levels? Or it could just be the agent is not experienced enough to find what I need. Any thoughts? I just don't want to push an agent if its just something I am not getting. If so is there a script or more specific request I should use? I am pretty new to all of this so apologies if its something I am just being dumb about.
cheers
SJ

 

[paultiffen]

Hang up and call back

 

[drron]

Helps if you have status with AA and can get a premium number.
But the advice on all things AA is ring back and ask again.
If you rang the Australian number then try ringing the US number.

 

[knasty]

Have had a few experiences with Cathay connections where the system didn't show the connections available but the agent was able to lookup the flights as two separate point-to-point awards then link them for the proper single award points cost. My last change required four calls before I got an agent who was competent...

 

[stueyjones]

Lord this is annoying. Just got off the phone to AA. Same "no availability on CX flights later than 16.05" - exactly when I arrive! I had tried not even mentioning my flight to Singapore this time and just asked specifically about flight CX716 in business, and was told no availability. Tried pushing (albeit very politely) and mentioned at least 3 seats available on JAL, Awardnexus, KVS and just got the answer "AA must have used all of its award seat allocation". Asked for a supervisor, got the same answer. My my this is frustrating!! Looks like I'm going to have to use a SQ connection instead and hope QF get there on time and I can get my bags off and rechecked to SQ!!
SJ

 

[paultiffen]

Sometimes it's good to ask what class they are accessing. Next step would be to call Cathay and ask if they release those seats to partners.

 

[Kangol]

It's a $150 change fee for those who are not EXP so if that is the case, you may be better off changing to a direct BNE-HKG where available, even if it is on a different day. Even cancelling the ticket ie. "reinstating an award ticket" will attract a $150 fee.

Making Award Reservations

Changes to origin/destination –

A $150 USD charge will apply for a confirmed change to an eligible origin or destination on a MileSAAver® award (waived for AAdvantage Executive Platinum® members using miles from their account). Changes to an eligible origin or destination on AAnytime® awards are allowed at no charge.

--------
Reinstating Award Tickets

(Waived for AAdvantage Executive Platinum members using miles from their account)
You can request to have your AAdvantage mileage reinstated for an unused AAdvantage flight award if your ticket has not expired. Partially used awards cannot be reinstated.

When requesting a reinstatement, a $150 USD processing charge will be assessed per account for the first award ticket. Any additional award tickets reinstated to the same account at the same time will have a $25 USD per ticket add-on charge.

 

[kempvet]

My motto with AA pre EXplat was to call three times, if I got the same result each time, likely I was getting the real situation. However since becoming EXPlat the world has changed and most problems have disappeared. In response to the OP this is where AA falls down a little, they tend to be good organising things on their own metal but can fall apart when tacking together flights on CX, S7, JL and a few others. I am OWE with both AA and QF and see plenty of award flights especially in Europe short haul on QF which AA can not seem to find on their system.

 

[paultiffen]

Try feeding the actual flight numbers and class codes?

 

[stueyjones]

Thanks All for the advice. And the outcome is.......
Ok, I have a new goal for 2013. To contact AA regarding an award reservation, and not end up talking to a supervisor.
To get over the issue of AA not being able to grant CX business award flights at the time needed raised in an earlier post (2457), I decided to go from Brisbane to Singapore a day earlier, then I would be able to use the connecting flights they could see. So, I had 2 choices, Qantas, or Etihad. Well I thought, lets have a look at Etihad as I have heard its a pretty sweet experience. So, I ring up the reservation line, and tell them what I am after. Cancel my original flight a day later, redeposit the 35K miles, then book me on Etihad Brisbane to Singapore, then on the CX flight to Hong Kong 5 hours later. Sure comes the response, that 57,500 miles + tax. Confused, I politely point out that this is still south pacific to Asia, so it should just be 35k miles. Ah, I am told, but the connection if now more than 4 hours, so it is now two single award flights. Confused, I point out that I believe that 4 hour rule is for domestic US connections, not international flights. Agent goes off to supervisor, and comes back saying I am right, but it is still that price because Etihad does not fly to Hong Kong. Without boring everyone, 20 minutes later I am talking to the supervisor who is now saying with Etihad, it has to be all Etihad or they are separate flights. Ok to mix one world carriers, but as Etihad is 'only a partner' they cannot be included with other carriers and regarded as a single award, unless they publish a fare from the departure to the destination. I ended up getting the equivalent 13/9 Qantas flight BNE>SIN and then CX early on the 14/9. 8 hour layover, but I will survive. And I am not even going to get started on how I got charged. They appear to have never heard of this;
"When requesting a reinstatement, a $150 USD processing charge will be assessed per account for the first award ticket. Any additional award tickets reinstated to the same account at the same time will have a $25 USD per ticket add-on charge". They charged me 2 *150 (as I was also changing my return Singapore > Brisbane from being connecting via Sydney to be direct) and would not budge. The really annoying thing that got my goat was their utter refusal to confirm any of their judgments in writing. I asked extremely reasonably for a confirmation of the rules re Etihad and the fees and charges, but was just told 'AA never responds in writing, and we are not allowed to'!!!! And the supervisor "had no supervisor" so I was left with nowhere to go.
Frustrating, annoying irritating. I'm going for a long lie down, and an ever longer beer!!

 

[Baysider]

FWIW, I've found that calling AA any time up to about 4pm I get the Suva office, and they are not particularly helpful or don't know the system very well. After 4pm I get somebody who sounds Japanese (?) and they ALWAYS find things that Suva cannot.

 

[paultiffen]

Ah damn, I tend to force feed them the flights segment by segment but shame that they couldn't see the other flights. Sometimes they can ticket it all for you without you being charged the miles and that's the best way to make sure it's all kosher

 

[stueyjones]

Thanks guys. Damn, I wish I'd know that about the offices earlier. I have always been calling the Aussie number late mornings here in Brisbane, and always get the Fiji office. I never once thought to try another time (hence maybe get another office). Although now I review Drron did suggest calling the US numbers in an earlier response but I was not game to have a long US call on my work line! I should probably have made that connection myself. Tick, chalked up to experience.

 

[paultiffen]

I always ring on Skype with the call number function for the US call centre, have never called the Aus office. In general you get better support for the country that the airline is based in