American Airlines is trying to become a more premium carrier and I believe it is taking this goal very seriously. But a recent upgrade snafu demonstrates that the carrier has a long way to go and must focus immediately on improving its technology.
American Airlines Wants To Be Luxury, But Can’t Even Process An Upgrade…
A client was traveling from New York to Los Angeles in AA Flagship Business Class. He wanted to uprade to first class and while checking in, there was an attractive offer: only $256 for the transcontinental upgrade.
I chose one of his pre-saved credit cards and clicked proceed. But the app glitched out and he remained in business class…there was no chance to re-enter the credit card: it just checked him in.
After checking in, the upgrade option disappeared.
AA does not allow you to cancel check-in online: I figured that if I could cancel check-in, I could check him in again and get the upgrade offer.
I called the Executive Platinum desk.
The first agent said that first class was full.
Lazy fool…
The next agent saw the seats and said, “No upgrades are available.”
I asked the agent to cancel the check-in and she said it was “impossible.”
I asked the agent to transfer me to web support and a 35-minute call ensued with a very nice but very incompetent agent based in the Philippines who said, “Upgrades are available at the airport only. Don’t worry, they will upgrade you there.” That was after he said, “Sir, there’s no problem because you are already upgraded to business class!”
Thanks, but no…that’s not how it works. And no, he booked into business class directly and was trying to upgrade to first class.
I asked the agent to cancel his check-in and he said it was not possible. I asked him to check with his support desk and he agreed. When he came back (after a very extended hold), he said that if I cancelled check-in, I would not be eligible for an upgrade and “only airport check-in would be available.”
I called his bluff and told him to cancel the check-in anyway. I went back on hold and finally he came back saying that my client was no longer checked in.
After ending the call, I navigated to AA.com where not only was I able to check him in, but I was able to confirm the upgrade to first class (I used the desktop site this time):
Finally, the problem was solved.
This was all a mindless headache:
- If the original upgrade processing had not glitched, no call would be necessary
- If I could have easily canceled my check-in online, I could have checked in again without having to ask an agent for assistance
- If AA had a more robust upgrade system (like Delta or United), I could have easily upgraded even after check-in
Agents were not trained, software was glitchy, and the app and the entire system was not user-friendly.
Fixing issues like these is key to creating a premium carrier as well…not just a fancy new business class cabin.
CONCLUSION
I wasted over an hour of my time to give AA ancillary revenue…current systems are so convoluted I cannot even give money away. Creating a better app and website and properly training agents are key to making American Airlines a top-tier carrier again. This little anecdote demonstrates so nicely that AA still has a long way to go.
1. If the purchase glitched out why not try again instead of proceeding with check in? I don’t think any airline lets you upgrade after check in.
2. Can you cancel check in on the United app?
But I agree the AA call centers are horrible.
No, it glitched and completed the check-in…there was no opportunity to re-enter credit card info (and that wasn’t the problem anyway…the credit card was stored and the number was correct).
This exact thing happened to me on a trip from NYC to Tokyo two weeks ago. The week in Tokyo reminded me of what functional systems can be, in contrast to what American Airlines often is. It the subtle glitches and inefficiencies that make American, American.
Spot on Matthew, thank you. BTW I sent you an email
this morning – speaking of American, can you provide a follow up on the flight attendant (Scott Shoup) and the blogger JT ‘incident’ from last week??? This generated a LOT of blog discussion across multiple websites and I’m sure everyone is curious what the next steps might be. Will JT release his cell phone audio or not? Will anything happen to the AA flight attendant? Don’t keep us hanging……
Maybe the pax ought Not have moved a crew’s carry-on ? Ya think ?
Maybe the pax bought the problem himself ? Ya think ?
Hope your client milked the Flagship First dining room. That’ll show AA.
These types of clients typically don’t show up in time to use lounges…they go right to their flight.
I don’t have much patience for people who fly American, have multiple bad experiences, and continue to fly American.
Foolish comment, Dom.
AA says it wants to get better…I’m holding them accountable. There’s no reason for these stupid, time-consuming inefficiencies that slow everyone down.
Just curious but how many years do you think they need to bring things up to the level of “respectable”?
This is a classic example of why I always have a device that can access the full desktop website of a company instead of relying on a mobile app and proof that whoever says a mobile app is just as good as a desktop website is just plain wrong.
I totally agree with you on this point.
We just booked our first American flight in 15 years, as we are a Delta family. Only doing it because it is a quick trip for a wedding and they have a direct flight versus a connection with Delta. Fingers crossed it won’t be the hellish experience we are anticipating.
You’ll be fine mate. Have to say when I read about people avoiding abc airline for 15 years I do laugh. I mean that’s have to cost you a ton of money over the years? Friends exclusively fly Qantas to and from nz (from aus) to enter the lounge but often air nz is a couple of hundred dollars cheaper…
This is the perfect example of how two airlines based in Dallas offer different extremes in service. Southwest doesn’t offer anything premium, but their customer service people and systems are much more customer centric while empowering the employees to focus on helping people get to their destinations. Meanwhile, AA does offer premium options, but it has been a few decades since they invested in “premium” solutions that help the company serve passengers efficiently. It’s taken United quite a few years to realign the organization and switch from cost cutting to actually treating all passengers as real people. So, AA has a ways to go because their systems are so antiquated and don’t account for the needs and challenges today’s customers really experience.
I wonder what would have happened if your average passenger ran into this instead of a travel professional?
Average passenger probably not overly worried about upgrading from biz to first on shortish flight!!!
But I agree with the sentiment. I’ve had numerous long phone calls with airlines just to get what I’m actually entitled to and knowing the rules is the only reason why I’ve been successful. Eg parents in law stuck in Shanghai on a Qantas award after missing their connection. Qantas said they’d have to fly economy to lax and pay to go to Chicago the next day. I pointed out biz seats available on American that day and after an hour they swapped them in. Pity the people who don’t know their rights.
The payment would have glitched, they’d be checked-in for business and might possibly call once (“No upgrades available”) or try again at the airport, possibly to also be told or have to pay more.
They don’t get up upgrade, AA lose out on a couple hundred bucks, passenger is a bit frustrated at trying to buy an offered upgrade they couldn’t get.
I like a lot about AA but the APP is a steaming pile of poo.
Click on the start menu , then power down. Wait 30 seconds and restart the computer. I missed my calling as a cushy IT at a large corporation. “Have you tried pulling out the chord ? You’ll then see a sequence of flashing lights. Then plug back in . Do you see a flashing red light ? Good. Let me know when it’s solid green. I’ll hold the line “ LOL
I haven’t flown AA in years and decided to give them a try with a great points redemption I found for a personal trip. I got my own lesson in why they tend to be the cheapest option:
-Both my outbound connection through Dallas and my return through Charlotte fell through and had to be rerouted through Chicago
-I was traveling first class and selected full sized planes, but the reroutes meant I flew entirely on regional aircraft
-The outbound wasn’t finally cancelled for the day until after I could cancel my hotel stay that night, costing me a night out of pocket
-The outbound reroute left at 5:45 AM from my home airport, which is nowhere near my house
For personal travel, AA is now on a 5 year “get your act together” ban. If I have to travel with them professionally, I’ll make sure to only book morning flights as anything after 1:00 is probably going to get delayed or cancelled. Nicer cabins and service don’t mean anything if they can’t reliably get me where I’m going.
C’mon Matthew, you’re a millennial and know all major purchases must be made thru Big Laptop Screen! Would’ve solved all your problems from the outset
AA’s systems are indeed terrible. Last week I checked in for my extra legroom seat and when I got on the plane discovered that they changed my seat to a standard seat without bothering to tell me.
To add insult to injury. I had to fight with customer service to get the extra charges I paid for back as they didn’t automatically refund me for the unsolicited downgrade. I had to argue to even get that refund as they tried to tell me I paid for and got main cabin.
When I asked why the system didn’t automatically refund the difference they had no real answer. It’s hard to not cynically imagine that they are happy to just keep the money. I’m sure lots of business travelers don’t worry about the refund because they’re traveling in the company dime so AA keeps the money they weren’t really entitle to. Shameful.
I have no sympathy for people that spend over $250 to slightly upgdade their seat on a 4 hour flight when they are already in Business Class.. I thought the industry was moving away from 3 class aircraft anyway.
No sympathy? Smells like envy.
I don’t think it’s fair to say envy. I like the story and I learnt something re the desktop (I would have just assumed some phantom aa space and given up).
But it’s hardly tear jerking for old mate to remain in biz (although $256 isn’t crazy to go to first). Not like it’s about him or her being rerouted through Timbuktu in a middle seat at 3am.
I don’t think many experienced readers would be envious of someone being upgraded to first on American.
Knowing you’re probably just having a jibe and not being malicious.
Nah, I doubt you have a reader here who can’t afford anything they want. Insulting to Steven in my opinion.
And if he can’t afford it, you know who always has money to offer for “favors” and uses this site to meet new friends.
My question is why didn’t this rich F, who appears is of the ilk that stiffs you constantly, not in the Aaron manner, couldn’t just pay for FC if that’s what he wanted.
I get you need to make a living but it certainly appears your customer base is way beneath you. You deserve better than this hassle for a few sheckles.
The rich are incredibly cheap. It’s how they grow generational wealth.
He wasn’t the only one checking in. Maybe someone else upgraded or purchased a ticket at the same time. Also you’re talking transcon yet have a photo of the 77W in the article. American will never be a “luxury” product. I’d say early 2000’s the 777-200 flagship first suites is the closest to luxury American ever was. The product is marginally better. I used to non rev on the transcon in an empty first class and people in business class would throw tantrums demanding to be upgraded while the plane was taxiing ahem Hasidic Jews from Brooklyn
Flight was F3 during check-in and F3 after check-in.
Why not just buy 2 economy seats? I am looking at AA’s website and they have a round trip fare from NY to LAX for 478.00. 2 seats would be 956.00 which is less than 1568.00 flagship business class. First is 2228.00. Is a lie flat seat needed on this flight? Is the food worth almost 600 dollars more? If I had 50 million or whatever I don’t know what I would buy. I think a first class or bus class seat is not needed on this flight even if I had a lot of money. If you bought 2 economy seats you could lift the armrest and spread out into a wide seat. I am not tall so the extra legroom seats aren’t as big of a deal for me especially if I had 2 seats.
People like to fly first class and will ultimately pay any price that is asked, but prefer to pay as little as possible.
I was looking at the AA website more and I am not sure what the Flagship prices are now. It is giving me a price now more than 1568.00 II might be about 2000.00 for Flagship business.
As an AA Ex Plat, can understand your frustration. You basically did their job and knew more than the employees.
Spot-on. I’ve been EP for many years, and this kind of thing pretty much defines the Parker/Raja legacy (I include the latter because he had so much influence on the pennywise, pound stupid strategy of that regime). The IT continues to be very wonky, despite a recent fresh coat of paint in the app. And the phone reps are significantly worse, at least at the “high end,” than they were back when you’d typically reach someone domestically who knew all the tricks.
That said, I too think AA is serious about trying to turn things around (How could they not be, given the financials?). But it’s going to take a lot of effort and investment in both people and product to get there. Time will tell if they’re up to the task.
Question is whom were you trying to upgrade of its not you. Side business?
I’ve operated Award Expert since 2010.
I had no idea. cool site
I agree that what happened with AA there was ridiculous, poor systems, and training, etc.
I might differ with your one line that says Delta has a more “robust” system. Maybe so, but I had a heck of a similar – not identical, but quite close – problem with Delta some months back. (Even from my main computer, not telephone app). Being told something was available for F upgr on both legs, but only confirming on one — and when I called to complain, she said “oh, since we allowed you guys to start doing that it doesn’t always work right. Nothing available to upgade on your second leg”. Finally got a battlefield upgrade at the airport months later, But that whole experience told me Delta systems not always robust.