AA Says Can't Re-accomodate for Schedule Change Unless Award Seat Available
Apr 28, 2024, 8:33 am
#1
Original Poster
Join Date: May 2002
Location: Largo, FL
Posts: 1,272
AA Says Can't Re-accomodate for Schedule Change Unless Award Seat Available
Is this something new? I'm being told that my AA flights can't be changed to avoid a misconnection due to Qantas schedule change because AA has no award seats in fare class U are available for the itinerary. Award seats in fare class U on both AA and QF were available and booked when ticketed by AA. This was never an issue for me before when there was a schedule change as more flexibility was afforded by AA.
Last edited by dldkjones; Apr 28, 2024 at 8:46 am
Apr 28, 2024, 8:50 am
#2
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,308
What was the routing and airlines on each leg?
AA cannot make QF open seats. AA can open space on their own metal. If it was a destination served by AA, HUACA - find an agent that will make it happen.
AA cannot make QF open seats. AA can open space on their own metal. If it was a destination served by AA, HUACA - find an agent that will make it happen.
Apr 28, 2024, 9:34 am
#4
Join Date: Oct 2010
Location: USA
Programs: DL PM - IC RA - HHonors Gold - Hertz Gold - AA - US - CO - Choice Privileges
Posts: 1,683
How you hang up is as important as the call back. Leave the door open for the next customer service representative to fix the issue. The customer service representatives don't like to contradict one another.
Don't say, "You are incompetent, I will call back." Do say, "My cat is vomiting blood, I will call back".
Don't say, "You are incompetent, I will call back." Do say, "My cat is vomiting blood, I will call back".
Apr 28, 2024, 9:42 am
#5
Original Poster
Join Date: May 2002
Location: Largo, FL
Posts: 1,272
Is this something new? I'm being told that my AA flights can't be changed to avoid a misconnection due to Qantas schedule change because AA has no award seats in fare class U are available for the itinerary. Award seats in fare class U on both AA and QF were available and booked when ticketed by AA. This was never an issue for me before when there was a schedule change as more flexibility was afforded by AA.
Apr 28, 2024, 9:44 am
#6
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,308
EDIT: dldkjones glad it worked out. Unfortunately several AAgents don't know, don't care or enjoy making up comically bad excuses to not do their job. Persistence is the name of the game; find one of the old guard or a motivated agent. and it's like magic.
Last edited by Antarius; Apr 28, 2024 at 10:50 am Reason: updated based on OP followup.
Apr 28, 2024, 5:02 pm
#7
FlyerTalk Evangelist
Join Date: Apr 2009
Location: Bye Delta
Programs: AA EXP, HH Diamond, IHG Plat, Hyatt Plat, Marriott Plat, Nat'l Exec Elite, Avis Presidents Club
Posts: 16,298
Gotta love untrained agents and a customer-is-the-enemy culture
Last edited by javabytes; Apr 28, 2024 at 5:14 pm
Apr 29, 2024, 7:58 am
#8
Join Date: Jun 2005
Location: AUS
Programs: AA Exec Platinum/MM, DL Gold/MM, Hilton Diamond, Accor Platinum, Hertz Presidents Circle
Posts: 6,989
Were the U seats made available on the Qantas flight or on an AA flight? As noted above, that can make a difference as AA can only offer you what QF makes available to them..
Apr 29, 2024, 4:10 pm
#9
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,800
As OP said, in the past AA open up inventory when schedule change caused misconnect, is almost a natural occurrence. With so many new agents hired after Covid / many old guards did not return to their prev jobs, dealing with AAgents on even some very basic matters these days are often a very frustrating process to say the least.
Apr 29, 2024, 8:12 pm
#10
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,375
The elimination of dedicated agents for plat and plat pro shows how much AA values us.
Have they elongated dedicated agents for ExPlat too?
when I get a schedule change on an award that needs adjusting, I never ask for a callback -since the last time when after waiting unti l 1am for a callback, I hear “ oh, I have to transfer you; I’m not trained on awards”.
Have they elongated dedicated agents for ExPlat too?
when I get a schedule change on an award that needs adjusting, I never ask for a callback -since the last time when after waiting unti l 1am for a callback, I hear “ oh, I have to transfer you; I’m not trained on awards”.
Apr 29, 2024, 8:30 pm
#11
Join Date: Apr 2000
Location: Palm Beach/ New England
Programs: AA EXP 3MM, DL GM, Marriott Platinum
Posts: 4,383
I should add that some of the newer CSRs tout the "new, free" full refund of miles "without penalty" as a positive for the customer, and they actively push a mileage refund rather than looking for rebooked flight options.
As you might imagine, this can leave people with no flights at all. Refunds are not the same as re-accommodation, which is what most people want. In the same cabin booked btw.
As you might imagine, this can leave people with no flights at all. Refunds are not the same as re-accommodation, which is what most people want. In the same cabin booked btw.
Apr 29, 2024, 9:23 pm
#13
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,375
Sometimes spell check is wiser than I give it credit for.
ill leave the typo in to be a good straight man.
ill leave the typo in to be a good straight man.