[hsolbrig]

I put a reservation from RST to SYD on hold and then attempted to pay for it. I was first pleasantly surprised that the web site informed me that the price for my reservation had gone down! I entered my credit card number and, when I reached the last screen, was informed that there was a "System Error" and I needed to wait a few minutes and try again.

Concerned that I had, in fact, been billed, I contacted the Platinum Desk, who assured me that the ticket remained unpaid. They directed me back to the web site. Same situation. I called the Platinum Desk (5 minute wait) and explained very nicely that I wanted to pay them. I was brusquely told that this was a web site issue and put me through to "aa.com", where I sat on hold for 15 minutes. I hung up and re-called the Platinum Desk, who informed me that, "yes" they could take my money, but (a) it would be at the higher rate and (b) I would have to pay a $15 fee for the privilege. The fact that the web sit wasn't working wouldn't change this ladies mind, rules is rules when it comes to AA.

To fill out a customer complaint, I repeated the sequence a third time, and noticed a little "click here to talk human" icon on the screen. I clicked it and, lo and behold, I reached a human being, who explained to me that the system error was clearly my fault - had I put period after "LN" in my address - that causes system faults. Had I spelled out "NorthWest" instead of typing NW? That can cause the AA reservations system to seize up. Good lord! I took her through the sequence. When I reached the page that said "we've found a lower rate for your ticket", she said that she couldn't reproduce it and "If she couldn't reproduce it, AA couldn't honor it".

After 15 some odd minutes, she reconnected me to the same surly lady at the "Platinum Desk" (aka customer abuse center). She reluctantly agreed to let me pay the higher rate without a surcharge, although the implications were clearly that I was gaming the system.

What has happened to AA in the last six months? The whole operation is falling to pieces! Its web sites are no longer working, its employees are becoming angry and abusive, ... (I could go on, but you know the rest). I never thought that I'd see the day, however, when I'd actually have to fight to give them money. Sadly, my only other option from Rochester, MN is NWA, who makes AA look like grandma's home cooking...

[The_Judge]

Actually hsolbrig, in RST you are dealing with Mesaba employees who are scabs. I was one of the NWA employees who was "displaced" so they could bring in these stellar folks to deal with you. So yes, dealing with Mesaba can be challenging.