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Customer Service
COMPLAINT: Absolutely ridiculous lounge access rules!

 
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  #1  
Old Apr 5, 2011, 4:04 PM
VS6525 VS6525 is offline
 
Join Date: Apr 2011
Posts: 3

My wife and I flew last November on AA using their 3-class premium transcontinental service from JFK to LAX and connecting to LAS. Since it was my wife's birthday, I booked first class tickets for the best available fare (approximately $2,500 each). The flight itself was good (probably as good as Domestic first class travel ever gets)...however when we arrived to LAX we had a 2hr scheduled layover before our connecting flight to Las Vegas. In addition to the scheduled layover time, the flight was further delayed for approximately an hour. We headed for the lounge but to my shock we were denied access! The reason? We booked a "discounted" first class ticket... I really couldn't believe my ears when I heard that! Upon returning home, I wrote to AA and complained about this only to hear the same response...wrong fare class. Now put yourself in my shoes - you just spent $5K for tickets and you are denied a lounge access after a 6hr flight. Does this make ANY sense? I frequently fly on Asian carriers between various cities in Southeast Asia (Hong Kong, Bangkok, Singapore etc...) If I fly in business class on a 2hr flight from Bangkok to Singapore I have automatic access to the business class lounge with hot meals, massage chairs and shower rooms. I have visited AA lounges (Admiral clubs as they call it) and if you want a meal there, you have to pay for it...even the internet access is not free unless you have a special account! Furthermore...we flew several times on AA from New York to Santo Domingo (again in business class) and were again denied the free access to the lounge. This time because Dominican Republic (according to AA) is not a "qualified international destination" where free lounge access to business class passengers is permitted... If I fly to Mexico City (3.5hrs) I'm welcome to the lounge, but if I go to Santo Domingo (same 3.5hrs flight) I'm not allowed...where is the logic???

I think that AA has no idea of what the premium travel should be... Since I received this response from AA about our lounge denial I've decided to never fly AA again... I will donate all my miles to someone else or to a charity, but I will not be humiliated like this again. Farewell AA!
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  #2  
Old Apr 5, 2011, 10:24 PM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

I hope you will to this. Airlines will only change if premium customers do this. To describe 5k fares to Vegas as "discount" and not worthy of good customer care is insulting and you are right to abandon them. The problem in the US is.. Where to go? Delta are horrendous and who knows what will happen to continental now united as their hands on them. The lowest complaints are for low costs like Southwest and AirTran.
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  #3  
Old May 14, 2011, 4:54 PM
AADFW AADFW is offline
 
Join Date: Sep 2007
Posts: 116

I couldn't agree more. American's premium products are a JOKE compared to SQ, CX, QF, BA, JL, LH, and loads of others. AA is run by a bunch accountants who think it's ok to cut costs by serving $9-a-bottle bottle sparkling wine to first class transcon passengers who've paid $4K to $8K plus one way. Don't even get me started on the "flat" business class "torture seats" they seem so proud very of. International first is rife with crap food, no seat bedding, angry FAs, etc. I hope Virign America nails them on the premium transcon market and all their major competitors on the international routes gobble up as much of their premium revenue as possible -- God knows they deserve it!
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Old May 26, 2011, 10:00 PM
VS6525 VS6525 is offline
 
Join Date: Apr 2011
Posts: 3

Originally Posted by AADFW View Post
I couldn't agree more. American's premium products are a JOKE compared to SQ, CX, QF, BA, JL, LH, and loads of others. AA is run by a bunch accountants who think it's ok to cut costs by serving $9-a-bottle bottle sparkling wine to first class transcon passengers who've paid $4K to $8K plus one way. Don't even get me started on the "flat" business class "torture seats" they seem so proud very of. International first is rife with crap food, no seat bedding, angry FAs, etc. I hope Virign America nails them on the premium transcon market and all their major competitors on the international routes gobble up as much of their premium revenue as possible -- God knows they deserve it!
Just took a round trip on Korean Air (JFK-ICN-BKK)...what a pleasure! Sparkling-clean cabin with new flat-bed seats ("Prestige" class), wonderful flight attendants who ALWAYS smiled and gave impression of being truly happy to fly with us. Always smile when approaching the seat. A simple glance at any girl would immediately return an eye-contact and a smile and offer to be of assistance. Lavatories were cleaned after nearly every passenger's visit... Korean food delivered with detailed explanation of how to properly mix it. Recommendation given on what menu items to choose if I wanted to sleep better or to stay awake... Can anyone recall such experience on ANY domestic airline flying long-haul business class? Best $4,500 spent on flight product in a long time!

Now booking trip to LAX and oh boy...DL is almost $3,200 for biz ticket (and what experience awaits me there we can all guess)...
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  #5  
Old May 28, 2011, 1:27 AM
Frustrated traveller Frustrated traveller is offline
 
Join Date: May 2011
Posts: 1

My boyfriend who's a firefighter ordered a flight from Toronto to Texas, and booked it a month in advance only to wake up and to find out the flight from American Airlines was cancelled due to hail damage to the plane. Never heard of hail damage to the plane before, but ok, we both believed them and went along with it.
Called AA, were put on hold for ONE HOUR AND 50 MIN, only to reach the most rude, arrogant, and lazy sales representative, who just rushed through the phone conversation, giving us ATTITUDE (she said "if you dont mind, i have other customers on the lines so if you'de hurry up")....SOME CUSTOMER SERVICE!!!!
Not only was she rude, and rushed us, she TOTALLY FORGOT TO CONFIRM the new flight and to send the ocnfirmation.
Also, my boyfriend's flight partner called in earlier, and was transferred to Air Canada no problem, and made the flight in 2 hours to be in Texas for 10 am.
Did that lazy useless sales representative accomodate my boyfriend after he specifically told her he has to be in Texas by a specific time...NO!
Secondly, she wouldnt budge in accomodating him to make his specified time in Texas, nor would she budge in providing him an incentive for AA's and her own lack of providing true customer service and their "not a care int he world" attitude.
After waiting over 5 hours for a confirmation, we called AA once again and after another 2 hour hold, we finally got a confirmation for a flight (American Eagle, since according to the lazy sales rep, AA has nothing to do with Air Canada") that would result in my boyfriend being over 2 hours late!
The next morning I drove him to the airport to find out that his flight was DELAYED!!!! He once again asked him how they would accomodate his flight partner and others, while they cant move even one of their lazy fingers to accomodate him. Once again, theyre so useless, they couldnt do anything else. They finally got him transferred to a flight by Air Canada, which caused him to take a 1 HOUR AND 45 MIN TAXI RIDE from the airport to his destination.
ATLEAST THEY COULD HAVE COMPENSATED HIM FOR THE TAXI RIDE!
American Airlines better get their act together, or else theyre just waiting for a BAD PRESS RELEASE to happen and for them to start losing customers.

Firefighters are here to save lives and this is how they're treated. American Airlines sales reps and service is of poor quality. The Sales rep lady was Disprespectful, rude, and LAZY!
American Airlines are money grabbers and are too lazy to compensate their passengers for their mistakes and problems.

Very disappointed, frustrated, and angry with this airline. Never again will any of my family or friends be travelling via American Airlines. Word has already spread!
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  #6  
Old May 29, 2011, 2:15 AM
cortney cortney is offline
Airline Employee (NOT OFFICIAL REP)
 
Join Date: Sep 2009
Posts: 288

DFW was hit with severe storms and hail. AA cancelled quite a few flights to check planes for hail damage due to the storms. however AA doesn't know your boyfriend is a firefighter (i know how much work they do and save lives, my cousin is a firefighter as well. AA's customer service is almost getting as bad as deltas and southworsts. I thank your boyfriend for his service
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