My Opinion About The AA’s Fast Track Gold, Platinum & EXP Offer

11 Comments

Last week, AA decided to run a very good fast track offer that they advertised on LinkEdIn and some other social networks. The registration for this offer was supposed to last until August 27, but AA decided to end the fast track promotions few hours later.

american-airlines-fast-track-offer-gone-wrong-jpg

I cannot fathom how AA could not have predicted that these offers that were not targeted in any shape of form would not get publicity beyond the intended audience?

Some have emailed the American Airlines & AAdvantage and received replies like the one below:

Thank you for contacting AAdvantage® Customer Service.

After research, we confirmed that your AAdvantage number and email
address were not included in the targeted promotion you mentioned. We
cannot say how you received an email purporting to be from American
Airlines and offering you the promotion designed for other audiences.
We’re sorry to disappoint you.

While this offer is only available to those customers for whom it was
designed, please be assured that this does not detract from your value
to us as an AAdvantage member. We appreciate your business and hope to
welcome you aboard soon.

Thank you for participating in the AAdvantage program. We appreciate
your business.

I really don’t think that a reply like this means a lot. None of the promotions were targeted. I had (and still have) the original terms and conditions of the promotions up here. There is NO mention anywhere that the offer would have been targeted.

How could AA even target something that they put up on their LinkEdIn page? You click it, I click it, and hundreds of other people click and and sign up. There is no way for AA to distinguish those that happened to saw it on their LinkEdIn page and those that heard about it elsewhere.

I am quite confident that AA will do the right thing at the end that is to honor all the sign ups that were done before the promotions were taken down.

It is not like with the other targeted fast track promotions that you would get the status up front. You need to fly certain number of miles by the end of 2013 before the new status kicks in.

The 30,000 mile requirement for getting an EXP is about the same as the prorated number of flight miles required for EXP status within 12 month period but in four months time.

Conclusion

American really messed up with this promotion and should get their act together and honor it for those that sign up on time. Saying that offer was “targeted” when it fact it was not is not the right way to do business.

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11 Comments

  1. KLM sent me a similar answer when i asked about the free Crown Lounge voucher for booking on mobile KLM

    “thank you for flying with KLM bla bla bla… btw, how did you hear about this offer as you were not targeted ?”

    i feel offended by this question because i have been a loyal flyer with AF-KLM and having KLM answering me “sorry there’s nothing we can do for you”
    I really wanted to answer “sorry there’s no way i can further give you my money and will fly with some other airlines”

  2. I tried to sign up but only after they’d pulled this. I’m just about to book a 25k mile round trip so this would have been a great boost. I hope they bring this back, though I can’t see it 🙁

  3. I actually received an email from AA saying I did successfully register for this promotion. I didn’t have plans to fly, but now I think I’m going to visit my friend in LA twice before the end of the year and hopefully go for the 12,000 mile status. I’ll be checking the blogs for good mileage runs.

  4. I said the exact same thing! I am new to the miles/point thing (one week new, in fact), and I saw this promotion, unfortunately, at the end of the day when all of the mile blogs send their daily digest roundups, so that was at 5p CST (I wont start in on how they should have sent out a dedicated email at the time of notification for that one promotion), so One Mile at A Time linked to it, I clicked it and then the dreaded message: this prmo code does not exist.

    I called AA, twice, to speak with two different people but they still would not honor it. I emailed milevalue, frugraltravel guy and the points guy to ask them if there was anything I could do to receive the offer, because AA should have known that with the proliferation of mile/point blogs out there, it was going to be discussed at length, and that nothing in this mile/point space, i.e. targeted promotions and such, is sacrosanct. It is going to get talked about. I even tweeted at AA, and they gave me some PR form response BS that pissed me out and STILL wouldnt honor my request. I think it is all around bad business.

    This promotion would have been a godsend for someone brand new like me to at least get a taste of what all of these blogs are talking about, and a great way to earn loyalty with the airline for a newbie, non elite in the most pure form, and to build that loyalty, and build upon it from the ground up. But maybe they think they can be choosy and rescind offers after the Up in the Air movie, which was a walking ad for AA. Maybe they dont need any newbie non elites to earn loyalty with them. The fact that I am still angry about this, and that we are still talking about it on these blogs is still giving them unnecessary publicity. I am appalled at their handling of this situation. Incredibly unfprofessional.

    Someone told me that the post on their site and on their LInkedIn was an IT bug. Yeah, right. What are IT people for other than to fix bugs, or test offers/promos/website glitches before theyre posted?? Obviously those folks arent doing their job either. This glitch will probably NEVER be offered again and I can see AA losing a lot of potential, high value customers because of this. Yes, I said high value, because even though many people will use award tix, they still have to fly an awful lot of elite qualifying miles to reach those different status strata.

  5. I thought I read elsewhere that AA confirmed they would honor the promotion for those who did manage to sign up.

  6. I am constantly amazed by large corporations actively developing marketing promos without thought of the potential damage that might happen once their fab offer lights a fire on the internet, especially after they have used social media to broadcast it! Honestly, what was AA Marketing thinking: they posted their offer on LinkedIn & then acted all affronted when the offer, went quickly out of control. Their immediate response when they realized it was quickly moving well beyond the LinkedIn audience, was to become paralyzed for hours & do nothing! Can’t you just see their lead counsel finally bypassing Marketing & just calling IT & telling them to “pull the damn link NOW!”. And their damage control has made the whole situation even worse, offending both their elites & to everyone who acted in good faith on their “untargeted” offer. Someone needs to be fired over this mess & AA has some serious Mea Culpa time with current AAdvantage members & those who were trying to become new ones!

  7. Just this second got an email from American Airlines confirming the elite status challenge, along with the necessary EQM requirements for each tier – looks like AA have made good for those who signed up in time.

    Pretty decent, as I have numerous flights on AA/BA/Finnair metal coming up!

    EDIT – should have mentioned, the email mentioned me by name and had my AAdvantage number, so fairly confident it’s a non generic email!

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