Author Topic: AA changing class of service on a ticketed award itinerary (Read 6762 times)

TAVI · « **on:** March 17, 2015, 04:24:20 PM »

Last month i ticketed the following LAX - TLV award flight on AA:

LAX - JFK - AA First class
LGA - PHL - US Economy class
PHL - TLV - US Business class

The reservation was ticketed at the Business class rate of 67.5K miles + taxes.

Yesterday i called to change the LAX - JFK leg of the flight to a flight that left 50 mins later than original itinirary. the rep making the change confirmed that there are no additional fees and also confirmed that they will be assigning seat 1F on the new flight.

When i checked online today, the reservation still shows "on request". i contacted AA, and noticed that they changed the first leg to a business class seat instead of first class. spoke to a supervisor who claims that it was originally ticketed into first in error, and they can't honor the LAX - JFK leg in first class as i was charged a business class award rate.

i have screenshots and emails of the original ticketed reservation.

Any advice on what course of action i should take?
tia

coralsnake · « **Reply #1 on:** March 17, 2015, 04:30:42 PM »

chucksterace · « **Reply #2 on:** March 17, 2015, 04:35:57 PM »

When is it for?

If they don't do anything you can file a complaint by the DOT

TAVI · « **Reply #3 on:** March 17, 2015, 04:39:07 PM »

flight is in 2 days time. i spoke to 2 supervisors and also got a call back from a manager.

they are insistent on not honoring the originally ticketed reservation. keep telling me that i only paid for a business class ticket. one had the audacity to even tell me that they are doing me a favor, as i wouldn't be allowed to fly in first when getting to the airport on the original ticket even though i was booked into F.

coralsnake · « **Reply #4 on:** March 17, 2015, 04:57:59 PM »

Just an aside- I felt like the service was better in F on AA JFK-LAX but actually liked the seats better in J even though I was sitting next to someone.

username · « **Reply #5 on:** March 17, 2015, 05:07:38 PM »

Quote from: chucksterace on March 17, 2015, 04:35:57 PM

When is it for?

If they don't do anything you can file a complaint by the DOT

On an award ticket?

TAVI · « **Reply #6 on:** March 17, 2015, 05:08:01 PM »

you know, its not even that. i was quoted 3 times the same 67.5K 3 different times when making that reservation. i put it on hold couple of times, and every time the price was confirmed.

i mean it is for a family member that's traveling, and i'm sure they'll be fine in biz, but the fact that their managers are straight out lying is infuriating.

the same guy also told me that i was booking a business class ticket and they by mistake put me in F. complete lies, as there were no Biz award space available, thats why i chose F.

anyways, never filed a DOT claim, but i guess theres a first for everything.

Aj3042 · « **Reply #7 on:** March 17, 2015, 05:10:30 PM »

Quote from: TAVI on March 17, 2015, 04:24:20 PM

Last month i ticketed the following LAX - TLV award flight on AA:

LAX - JFK - AA First class
LGA - PHL - US Economy class
PHL - TLV - US Business class

The reservation was ticketed at the Business class rate of 67.5K miles + taxes.

Yesterday i called to change the LAX - JFK leg of the flight to a flight that left 50 mins later than original itinirary. the rep making the change confirmed that there are no additional fees and also confirmed that they will be assigning seat 1F on the new flight.

When i checked online today, the reservation still shows "on request". i contacted AA, and noticed that they changed the first leg to a business class seat instead of first class. spoke to a supervisor who claims that it was originally ticketed into first in error, and they can't honor the LAX - JFK leg in first class as i was charged a business class award rate.

i have screenshots and emails of the original ticketed reservation.

Any advice on what course of action i should take?
tia

What am I missing? How'd you get ticketed in first in the first place?

chucksterace · « **Reply #8 on:** March 17, 2015, 05:12:24 PM »

Quote from: username on March 17, 2015, 05:07:38 PM

On an award ticket?

Yes

TAVI · « **Reply #9 on:** March 17, 2015, 05:39:25 PM »

Quote from: Aj3042 on March 17, 2015, 05:10:30 PM

What am I missing? How'd you get ticketed in first in the first place?

what you mean? there was availability in F. i gave them each of the segments individually, and they priced it at 67.5K. was ticketed and all.

Joe4007 · « **Reply #10 on:** March 17, 2015, 06:04:30 PM »

Quote from: coralsnake on March 17, 2015, 04:57:59 PM

Just an aside- I felt like the service was better in F on AA JFK-LAX but actually liked the seats better in J even though I was sitting next to someone.

As in the seat was more comfortable?

TAVI · « **Reply #11 on:** March 17, 2015, 06:26:13 PM »

after filing a DOT complaint, how long does one have to wait for a reply? is AA suppose to contact me or the DOT?

ilherman · « **Reply #12 on:** March 17, 2015, 08:29:24 PM »

Quote from: TAVI on March 17, 2015, 04:39:07 PM

flight is in 2 days time. i spoke to 2 supervisors and also got a call back from a manager.

they are insistent on not honoring the originally ticketed reservation. keep telling me that i only paid for a business class ticket. one had the audacity to even tell me that they are doing me a favor, as i wouldn't be allowed to fly in first when getting to the airport on the original ticket even though i was booked into F.

The part that you wouldn't be able to board the flight is COMPLETE BS. I hate these reps....

Now to your complaint, i may be wrong but i think that since you voluntary changed the flight they were allowed to book you in the correct class of service. Not that I would not fight. Just saying. Also next time when you have such kind of situation you make sure not to call in and change etc...

jaywhy · « **Reply #13 on:** March 17, 2015, 09:05:07 PM »

Seems like there is a glitch with AA that allows you to book into F on a 3 cabin plane when part of the itinerary is booked into domestic F on a 2 cabin plane for the biz price.

Marco Polo · « **Reply #14 on:** March 17, 2015, 09:14:49 PM »

Quote from: jaywhy on March 17, 2015, 09:05:07 PM

Seems like there is a glitch with AA that allows you to book into F on a 3 cabin plane when part of the itinerary is booked into domestic F on a 2 cabin plane for the biz price.

JFK-LAX-SFO would price as J?

coralsnake · « **Reply #15 on:** March 18, 2015, 12:07:07 AM »

Quote from: Joe4007 on March 17, 2015, 06:04:30 PM

As in the seat was more comfortable?

The layout is better IMO. Your legs aren't stuffed under the seat in front of you in a tight space. I'm not nearly tall and kept bumping my knees in F, especially when the TV was extended (otherwise the screen is on an angle). I also found it much easier to control the seat in J.

TAVI · « **Reply #16 on:** March 18, 2015, 11:15:28 AM »

Quote from: ilherman on March 17, 2015, 08:29:24 PM

The part that you wouldn't be able to board the flight is COMPLETE BS. I hate these reps....

Now to your complaint, i may be wrong but i think that since you voluntary changed the flight they were allowed to book you in the correct class of service. Not that I would not fight. Just saying. Also next time when you have such kind of situation you make sure not to call in and change etc...

i guess i was very naive, but didnt think it would be a problem to change the flight.
either way, learned my lesson.

lybbtthl · « **Reply #17 on:** March 18, 2015, 11:39:28 AM »

I had the exact same experience, JFK-LAX in first, connecting LAX-MEL on Qantas business, ticketed for 62,500, business price, closer to flight I looked up the reservation in sabre (travel agent gds) and noticed they'd put me into business and notated the PNR that I was incorrectly put into first when should have been business, I called a few times and was told the same as you, same b.s. about saving me a hassle at the airport, I then called an offshore AA desk and complained, but after threatening DOT complaint and acknowledging that they're right and telling them I don't care because I have an eticket receipt showing first, they went ahead and put me back in first and reissued the eticket on the spot.

TAVI · « **Reply #18 on:** March 18, 2015, 11:58:08 AM »

Quote from: lybbtthl on March 18, 2015, 11:39:28 AM

I had the exact same experience, JFK-LAX in first, connecting LAX-MEL on Qantas business, ticketed for 62,500, business price, closer to flight I looked up the reservation in sabre (travel agent gds) and noticed they'd put me into business and notated the PNR that I was incorrectly put into first when should have been business, I called a few times and was told the same as you, same b.s. about saving me a hassle at the airport, I then called an offshore AA desk and complained, but after threatening DOT complaint and acknowledging that they're right and telling them I don't care because I have an eticket receipt showing first, they went ahead and put me back in first and reissued the eticket on the spot.

which number did you call? for the offshore AA desk that is?
was there any specific that you said that helped tilt the scales?

lybbtthl · « **Reply #19 on:** March 18, 2015, 12:07:39 PM »

+61291011948, just told them I had it confirmed and ticketed, the agent clearly said it's fine, and I demand you honor what my eticket says