How I Upgraded To First Class for 7500 Miles

Discussion in 'General Discussion | Miles/Points' started by MLW20, Jun 20, 2013.  |  Print Topic

  1. MLW20
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    MLW20 Gold Member

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    [​IMG]
    Yesterday I shared some details about our upcoming trip to Japan. I mentioned that we were flying from NYC to Japan on American Airlines. We booked using some of our miles.
    However, I didn't mention how many miles it cost us because it's a bit of a long story.
    Our flight was originally booked back in December. The flight from JFK- Tokyo in business class cost us 100,000 AAdvantage miles per person. We each received a Citi 10% award redemption bonus for having Citi AA credit cards. This came out to 10,000 miles being returned to each of us so now our flight was costing only 90,000 miles.
    In February I called the AAdvantage Awards Desk looking for a flight with a later return date. If seats were available we would have two extra days in Japan. After some searching I was told that seats were available for the date I had requested in First Class for 7,500 miles more than the business class seats.
    7,500 miles sounded like a strange number for an award redemption upgrade from business to first. I thought about it briefly and decided to change the reservation and extend our trip.
    I checked my account a day or two later and noticed that 12,500 miles were taken from each of our accounts not the additional 7,500 like I was told. This was a difference of a combined 10,000 valuable AAdvantage miles that I wanted back.
    I decided to call American and explain the situation. The representative and supervisor were both very rude and seemed annoyed that I called. I was also told that no reward of 7,500 miles existed. I then asked if phone calls are recorded and could be pulled up.
    This didn't get me very far so I turned to one of my favorite tools- Twitter!
    I've always been impressed by the speedy responses from the AA Twitter team: @AmericanAir.
    I started contact with a tweet:
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    @AmericanAir responded 10 minutes later:
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    We then had a conversation through the (private) Direct Message feature on Twitter.
    I explained the situation about how I was told incorrect information before making a change to my award flight etc... I asked if phone calls are recorded and can be pulled up and was told sometimes they can. I was also told that the AAdvantage expert would be working in the morning and would look into this matter.
    The following day I was told that the call was recorded and they were waiting to receive a copy of it. Soon after I was told that there was an issue and they would not be able to listen to my phone call, but they've been advised that the agent did tell me that I would be charged 7,500 miles not 12,500 miles. (I'm not sure how they confirmed this without listening to the tape)
    @AmericanAir then said that as a gesture of goodwill, they had made arrangements to have 5K miles deposited back into each of our accounts! (The points showed in our accounts the following day.)
    We got our flight from NYC- Tokyo in business class, returning in first class for 107,500 miles.We also received the Citi 10% award redemption bonus again since the changes were made in a new calendar year. We again got the maximum 10,000 mile bonus.
    So in the end we spent 87,500 miles per person for our flight!
    Just a bit of advice- be sure to listen carefully when booking over the phone. If you have an issue don't hesitate to call or better yet, use social media to inquire about your problem. I've had other things happen in the past where Twitter became an invaluable tool. American Airlines and Delta are extremely responsive on Twitter while I've found United and Southwest to be more or less nonexistent when it comes to dealing with customer service.
     
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  2. dayone
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    dayone Silver Member

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    Are there any rules about pasting personal blog entries as MP posts?
     
  3. MLW20
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    MLW20 Gold Member

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    Why would there be? If I would like to share something should I rewrite it or change a few words?
     
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  4. dgreen12
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    dgreen12 Silver Member

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    Having the entire language in the post is much better than embedding a link that drives traffic to the blog. I enjoyed the information and found it useful.
     
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  5. webdes03

    webdes03 Gold Member

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    Only if you're selling a product or service; I see no issue with this post.


    My Twitter experiences are really only with DL, US, and UA. UA has made a huge push in recent months, even hired a Director of Social Media. The @United team are incredibly responsive now and have helped me out of more than a couple jams, and have helped me get some kudos to staff for exceptional service. There was an article in US' magazine a few months back about the US Airways social media team; they also seem pretty responsive.

    In my experience DL tweets more about self-promotion than to actually fix issues, though a friend of mine Tweeted that the onboard coffee was horrible, and a red coat met him with a cup of Starbucks when he landed in ATL. I have no status on DL, so maybe that's why they ignore me, LOL.
     
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  6. iolaire
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    iolaire Gold Member

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    I'm happy with MLW20's post; he provides the full details in his posts now that are meaningfull and potentially useful.

    Some in the past I think I bugged him about posting little content in the thread with links to his site. His current method is much more helpful to forum readers.
     
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  7. Dad to GO

    Dad to GO Silver Member

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    I had a very similar experience with Hyatt. I used a suite upgrade certificate at the Grand Hyatt Berlin and then they changed the room type after I had a confirmed reservation. I contacted them through Twitter and literally within 30 minutes I had an email from the Berlin Hotel manager telling me that my original room would be honored and not to worry. It was a great experience and I highly recommend using twitter for quick responses to customer service issues.
     
  8. MLW20
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    MLW20 Gold Member

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    Interesting. I never see US Air on Twitter and I feel that United more or less, never responds. Maybe it;s changing for the better with them. (or maybe AA had a sit down with US Air social media!)

    Delta has been amazing in the past. They helped me with a flight booking issue I had. Even DM'd me for my phone # and called me to get it done.

    You did give me some very useful critiquing in the beginning. We can all experiment and learn as long as we are open to advice from others.
    Awesome! I am glad to see that you got the room you deserved with a little help from Twitter!
     
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