- Joined
- Nov 12, 2012
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- Qantas
- Platinum
- Virgin
- Platinum
- Star Alliance
- Silver
So as a QFF Platinum member (OW Emerald) I was booked in J on JAL metal SFO-NRT but on AA flight number (ie codeshare). This flight was to be preceded by a hop from Reno to SFO about 3 hours earlier on United.
Fog at SFO, so United wasn’t allowed to depart Reno. Long delay, and I arrived at the JAL counterat SFO international terminal about 15 mins after the gate closed. JAL counter said I would have to re-book through AA. As no AA desk in the SFO international terminal, I used the ‘courtesy phone’ and got onto AA’s premium’ (forgotwhat they called it) help area.
I explained the situation – ie that UA flight delayed because of fog at SFO, missed AA flight and could I get on the following day’sflight please? To cut a long conversation short, the AA agent simply refused to re-book or otherwise assist me, in spite of the explanation, my COS and my One World status. She cited a ‘rule’ that if another airline makes you miss a flight, theyare responsible for making good – in my case, flying me from SFO to NRT. She said she could see a reservation for me already in the UA system. (And how that got there will forever remain a mysteryto me.) My reasoning that a) It wasn’t UA’s fault that there was fog inSFO and air traffic control prevented them from departing and b) I didn’t want to fly with UA counted for nothing. She absolutely refused tore-book or assist me. I assure you I was polite and reasonable at all times.
Bewildered, I walked to the UA counter and explained what Ihad been told. The agent there said,yes, they could see a reservation, but they couldn’t take me as there was noissued UA ticket and no reason – from their point of view – to issue one! That was fine, I said, just delete the reservation and I’ll go back to AA.
Back on the phone to AA premium line. Same agent. I explained that UA was declining to take me, and that sounded reasonable, as fog and air traffic control wasn’t their fault. Also the reservation had been cancelled by UA. The AA agent still refused pointblank to book me on an AA flight, saying I was UA’s ‘problem’ (!). End of conversation.
Still bewildered and wondering how I would get out of the USA, I went back to the JAL counter where by this time my bags hadarrived. I recounted what had happened. Wide eyed, with jaws agape,they simply said “No problem – we’ll book you as a JAL passenger"’. And they did. And I left on the next day’s flight.
So there you have it. Again, I assure you I haven’t left out anything material re AA and I was never rude. Their agent on the ‘premium’ phone line effectively told me to get lost because fog prevented my UA flight from landing and I missed the AA flight. Compare with the JAL reaction.
I complained to AA the old fashioned way, to the Australian Manager for AA. Eventually I got a reply, to theeffect: “The agent was completely wrong, gee, that shouldn’t have happened, sorry”.
That was my first experience with AA and, happily my last. With service like the above, can i wonder why AA is under bankrupcy protection?
Fog at SFO, so United wasn’t allowed to depart Reno. Long delay, and I arrived at the JAL counterat SFO international terminal about 15 mins after the gate closed. JAL counter said I would have to re-book through AA. As no AA desk in the SFO international terminal, I used the ‘courtesy phone’ and got onto AA’s premium’ (forgotwhat they called it) help area.
I explained the situation – ie that UA flight delayed because of fog at SFO, missed AA flight and could I get on the following day’sflight please? To cut a long conversation short, the AA agent simply refused to re-book or otherwise assist me, in spite of the explanation, my COS and my One World status. She cited a ‘rule’ that if another airline makes you miss a flight, theyare responsible for making good – in my case, flying me from SFO to NRT. She said she could see a reservation for me already in the UA system. (And how that got there will forever remain a mysteryto me.) My reasoning that a) It wasn’t UA’s fault that there was fog inSFO and air traffic control prevented them from departing and b) I didn’t want to fly with UA counted for nothing. She absolutely refused tore-book or assist me. I assure you I was polite and reasonable at all times.
Bewildered, I walked to the UA counter and explained what Ihad been told. The agent there said,yes, they could see a reservation, but they couldn’t take me as there was noissued UA ticket and no reason – from their point of view – to issue one! That was fine, I said, just delete the reservation and I’ll go back to AA.
Back on the phone to AA premium line. Same agent. I explained that UA was declining to take me, and that sounded reasonable, as fog and air traffic control wasn’t their fault. Also the reservation had been cancelled by UA. The AA agent still refused pointblank to book me on an AA flight, saying I was UA’s ‘problem’ (!). End of conversation.
Still bewildered and wondering how I would get out of the USA, I went back to the JAL counter where by this time my bags hadarrived. I recounted what had happened. Wide eyed, with jaws agape,they simply said “No problem – we’ll book you as a JAL passenger"’. And they did. And I left on the next day’s flight.
So there you have it. Again, I assure you I haven’t left out anything material re AA and I was never rude. Their agent on the ‘premium’ phone line effectively told me to get lost because fog prevented my UA flight from landing and I missed the AA flight. Compare with the JAL reaction.
I complained to AA the old fashioned way, to the Australian Manager for AA. Eventually I got a reply, to theeffect: “The agent was completely wrong, gee, that shouldn’t have happened, sorry”.
That was my first experience with AA and, happily my last. With service like the above, can i wonder why AA is under bankrupcy protection?
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