Compensation Clinic pays a visit to American Airlines that majorly screwed its frequent fliers the other week by not giving any prior notice about award chart changes (read more here).
A LoyaltyLobby reader was traveling on an American Airlines issued award ticket from North America to Bangkok and transitioning in Tokyo.
Many of the JAL flights within the region are operated using older equipment that don’t have proper business class seats. The reader, however, had booked a flight that would have had the proper business class. When checking in at the Narita airport, he found out that JAL had made an equipment swap.
The reader contacted American Airlines that rebooked him to a flight out from Haneda (HND) and he was told that all was set. He then took the shuttle bus from Narita to Haneda.
When trying to check in at the Haneda airport, he found out that the American Airlines had not reissued the ticket. It took half an hour for JAL to find a phone that the passenger could use to call American Airlines. The call with AA took 40 minutes and the reason for AA not to reissue the ticket had been a $9 additional tax that they would need to collect.
The reader had asked the phone agent to notate the PNR (Passenger Name Record) about the issues involving the reservation so that the customer care could deal with the issue later.
He had then filed a complaint on the website and AA got back to him in two days with a $100 paper voucher + 5,000 miles.
AA’s ticketing process has driven me nuts a few times. The ticket might sit on the ticketing queue for a long time before the actual ticket has been issued. Until that has been done, anything can happen with your reservation.
I am glad that the reader was able to switch his flight and get AA to compensate him with something due to their ticketing mess.