Expired Airline Miles - Bummed Out *But AA Rocks*

[ExPirateShopGirl]

Try asking for a refund of one or two of your trip package days if your inbound flight is delayed by weather.

Do you guys all work for the airlines are something??? You are too wrapped up in policy, rules and what other companies do. That doesn’t make you a great company. Look at Disney. I read on these boards so many great stories about Disney providing great customer service regardless of what it says in their rules and policies.
.

 

[huskies90]

I provided helpful suggestions for ways to fix your mistake

And I thanked you for that. I don't believe I am entitled to anything. I moved past it several posts ago. Thank you to everyone who provided some thoughts and ideas. It is much appreciated.

Things like WDW letting someone into the party are EXCEPTIONS and, even with WDW, not to be expected. Why the heck even bother having any rules if companies are expected to simply ignore them every time a customer screws up?

This turned to a discussion about customer service and while I am not saying I am entitled to anything, I still think that this particular company is not making a good customer service business decision and I am basing that on my years of experience in an excellent service organization that tried to emulate companies like Disney as well as what I learned in business school, back when I read about business school…in a book….

There is a small grocery store chain in CT (quoted in the NY Times as the Disneyland of grocery stores by the way) which has the following two rules caved into a huge rock at the entrance of the store:

1) The customer is always right.
2) If the customer is ever wrong, re-read rule #1.

Very interesting company by the way. Those of you from CT know it well, I am sure:
http://en.wikipedia.org/wiki/Stew_Leonard's

 

[Lewisc]

Based on your posts you really do think AA should reinstate your miles, either for free or for substantially less then the price offered. AA has made a decision to concentrate their "goodwill" dollars to customers that give AA profitable business.

Unfortunately the Internet has resulted in too much information. Companies that follow Stew L. philosophy were being taken advantage of by consumers. Many stores now limit price matching and monitor returns.

Disney no longer honors most pricing mistakes. Too many guests were jumping on the bandwagon.

This turned to a discussion about customer service and while I am not saying I am entitled to anything, I still think that this particular company is not making a good customer service business decision and I am basing that on my years of experience in an excellent service organization that tried to emulate companies like Disney as well as what I learned in business school, back when I read about business school…in a book….

There is a small grocery store chain in CT (quoted in the NY Times as the Disneyland of grocery stores by the way) which has the following two rules caved into a huge rock at the entrance of the store:

1) The customer is always right.
2) If the customer is ever wrong, re-read rule #1.

Very interesting company by the way. Those of you from CT know it well, I am sure:
http://en.wikipedia.org/wiki/Stew_Leonard's

 

[MermaidsMom]

But we gave him several completely civil suggestions on how to try and resolve the issue. I suspect many who use the blanket 'poor customer service' generalization for not getting what they want are used to successfully manipulating others when they need something, regardless of who dropped the ball.

Point taken. The manipulation of corporation good will and the bragging online afterwards has pretty much put an end to special favors. Sad for everyone, corporation included.

 

[ExPirateShopGirl]

AA has one of the most generous FF programs around with more seats available than most airlines. In fact, AA started the FF loyalty game. A number of years ago measures had to be taken to better manage the airline's accounting liability with regard to oustanding miles. Hence the expiration dates. They generously allow the accumulation and retention of miles INDEFINITELY if you simply post a transaction to your account within an 18 month period... which isn't even all that frequent, yet they still do. To say AA doesn't care about its customers because they won't go against policy and reinstate miles you forfeited because you guess you got busy is a cheap shot.

I understand your frustration that you missed out on 3 potential round trip flights. But it's not like the miles expired last week and you missed the deadline by a day or two. All you had to do was log on to your Aadvantage account at any time in the last 3 years and view the summary. Sounds like you learned a pricey lesson. Oh, and thanks for the empty seat. I have to fly standby and the empty seat determines if I stay or go!

This is true...They even told me that they received three returned "undeliverable" emails back after sending the notice. It was my responsibility to update my profile, but any company that cares about it's customers, past, present or future, would have dropped a letter or tried to contact him. Clearly AA could care less about their customers. Sounds like a lose/lose. I lose the miles, they lose a customer. Oh well...I'll never fly American again. (lucky me!)...

 

[huskies90]

Oh, and thanks for the empty seat. I have to fly standby and the empty seat determines if I stay or go!

It's all yours ExPirateShopGirl!! I'll be in the next terminal flying on Southwest...

By the way, you weren't one of the AA reps I talked to on Monday, were you?? Just curious...

 

[Tara]

It's all yours ExPirateShopGirl!! I'll be in the next terminal flying on Southwest...

By the way, you weren't one of the AA reps I talked to on Monday, were you?? Just curious...

Pay close attention to your Southwest credits. You'll find they expire much more quickly than any of the legacy carriers. They've figured out that one key to remaining profitable is to limit their exposure to losses by not allowing frequent flyer credits to build up even when customers have stopped flying (i.e., stopped feeding money in).

 

[rigs32]

By the way, you weren't one of the AA reps I talked to on Monday, were you?? Just curious...

Why do you keep saying that anyone who agrees with AA must work for them? Some of us have jobs that require adhearing to rules for specific purposes, even if the "customers" we deal with are unhappy with the rules. In my job, I see people who, as a result of "bad customer service" (per your definition) by the DMV, face criminal charges. And the DMV isn't going to step up to help them.

 

[ExPirateShopGirl]

I have never been a CSR, but I certainly feel for those who have to deal with a generally thankless flying public for 8 hours a day.... and that includes gate agents, counter agents and phone reps. I'm sure your 'hey I was too busy to update my email address or view my account for 3 years' played a role in his or her response to you. See Also: Honey v. Vinegar.

Oh, and Southwest expects you to keep track of your rewards and their expirations yourself. I know this may still be too painful to grasp, but it's YOUR responsibility to use your rewards on time.

PS - Next terminal? Sometimes it's next airport

It's all yours ExPirateShopGirl!! I'll be in the next terminal flying on Southwest...

By the way, you weren't one of the AA reps I talked to on Monday, were you?? Just curious...

 

[kaytieeldr]

There is a small grocery store chain in CT (quoted in the NY Times as the Disneyland of grocery stores by the way) which has the following two rules caved into a huge rock at the entrance of the store:

1) The customer is always right.
2) If the customer is ever wrong, re-read rule #1.

Very interesting company by the way. Those of you from CT know it well, I am sure:
http://en.wikipedia.org/wiki/Stew_Leonard's

That's great (especially in this economy) - six stores in forty years. Okay, thirty-nine years.

Now, when Stew Leonard's starts up an airline, I would expect whatever loyalty program they offer would be 100% customer-focused and -friendly.

Heck, JetBlue has my e-mail address, my home address, my home phone, my cell phone, and my work phone. AND I fly more than one round-trip a year. But did they tell me my TrueBlue points were about to expire? Nope. Did I expect them to? Nope. I know the rules of TrueBlue, and I know that points expire after one year no matter HOW loyal or active I am.

I'm not a frequent flyer - but I am an informed airline consumer. It's the airline's responsibility to notify me of any schedule changes, and (obviously) to transport me and my luggage safely... ideally on the same flight, but... it's MY responsibility to be aware of any non-flight bonuses they offer.

 

[SuzanneSLO]

Do you guys all work for the airlines are something??? You are too wrapped up in policy, rules and what other companies do. That doesn’t make you a great company. Look at Disney. I read on these boards so many great stories about Disney providing great customer service regardless of what it says in their rules and policies.

For example, I read a post about someone who complained about MNSSHP. He bought normal hopper tickets that did not allow him access to the MK during the party. He said his understanding was that the hoppers allow him access to any park at any time which includes the MK during the party. That was HIS understanding. We can look at the rules and policies and argue that he is crazy and he is wrong. But guess what?? Disney gave him and his family free tickets to the party. THAT, my friends, is great customer service!!

Yep, I know blew it. I did not stay on top of it and lost my miles. Please stop telling me I should of done a better job watching it. Yes, I already know that. But, right or wrong a great customer focused company would recognize the situation and would step up to the plate and do something regardless of what it says in their rules and policies. Bottomline, they are not going to do anything which says something about their customer service and a former valuable customer.

Come back and tell us that Disney customer service is far superior to the airlines' after you have unused but expired days on WDW tickets with a replacement value of more than $700 and Disney agrees to reinstate them for you without fee.

WDW changed to MYW tickets with an extra cost for no-expiration for the same reason the airlines put expiration dates on their miles: to wipe out the continegent liability after a reasonable time follwowing nonuse.

Sorry you lost the miles. As someone else mentioned, it is an expensive lesson. As for me, thsi was jsut another reminder to go shopping at Itunes this weekend to save my DL miles before they expire in Dec. -- Suzanne

 

[huskies90]

So, wait a minute, are you all saying that it is my responsibility to monitor my mileage account?

 

[huskies90]

Seriously, all sarcasm aside. I love the DIS. This is a great forurm and I have received so much great information on this site. But sometimes I have to scratch my head especially after reading so many of these replies. I know that I instigated a lot of it and I for that I apologize.

But sometimes I agree with MermaidsMom:

Maybe one of the DIS icons should be a salt container with a smiley face rubbing it into a wound.

Or a bunch of rocks with little hearts that say "pile on"!

Before I sign off from this thread, let me make a few more comments:

First, about the customer service argument: It has been a good debate. I agree service recovery is very subjective and it is a decision a company needs to make on a case by case basis. Each company has limits they need to work within from policy, budget and good will and return. Some of the examples given here make sense others don’t. Certainly the DMV has much less leeway on how much recovery they empowered to their employees. In my experience, policies or business approached changes to adapt to the conditions. A great business does that and understand when policies are black and white and when policies are left to interpretation.

Second, thank you to everyone who did actually offer some experience and suggestions to help remedy the situation. I do appreciate it and that was my intent when I started the thread.

Finally and to help other people who find themselves in this situation, it turns out American Airlines does care about its customers after all. I called back and got a much more friendly CS rep who tried to work with me. Obviously I was much calmer this time around, too. She passed me to a supervisor. Apparently AA has started a new program called their “re-engagement program.” With a few minor activities, you can in fact get all your miles re-activated. So, I take back all I said about AA. It appears they are re-acting and adapting and that they understand the value of customer, frequent or infrequent.

In anyone out there is in the same boat as me and wants more information about the “Re-engagement program”, just reply to this thread and I’ll be happy to post more info or you can PM me.

turns out there is some pixie dust on this board after all...

 

[ExPirateShopGirl]

A few things. The re-engagement program may not restore all your expired miles above 50k. Further, it requires you to be signed up to receive promotional emails for at least 3 months. Keeping your current email address updated with AA is crucial. And yes... this IS your responsibility.

Now... go change the title of your thread to say how wonderfull AA is. I dare you.

Apparently AA has started a new program called their “re-engagement program.” With a few minor activities, you can in fact get all your miles re-activated. So, I take back all I said about AA. It appears they are re-acting and adapting and that they understand the value of customer, frequent or infrequent.

In anyone out there is in the same boat as me and wants more information about the “Re-engagement program”, just reply to this thread and I’ll be happy to post more info or you can PM me.

turns out there is some pixie dust on this board after all...

 

[MermaidsMom]

But sometimes I agree with MermaidsMom

Sometimes?

 

[huskies90]

A few things. The re-engagement program may not restore all your expired miles above 50k.

It goes up to 200K there are three levels with different requirements for each:

0-50K
50-100K
100-200K

Further, it requires you to be signed up to receive promotional emails for at least 3 months. Keeping your current email address updated with AA is crucial. And yes... this IS your responsibility.

Yes, I have already switched it and as soon as I get these re-activated and use my miles I am OUT of the mileage reward game forever!!!

Now... go change the title of your thread to say how wonderfull AA is. I dare you.

Done

 

[matthew_hull]

I am just two credits short of earning a free flight award through Southwest Airlines Frequent Flyer (Rapid Rewards) program. I have four credits that expire next month. I have an upcoming trip in May '09 to MCO that will get me two more credits, but that is in May -- too late.

Does anyone think it worthwhile to call up their Customer Service number and plead for a six month extension? Or will they tell me to go pound sand?

 

[huskies90]

I am just two credits short of earning a free flight award through Southwest Airlines Frequent Flyer (Rapid Rewards) program. I have four credits that expire next month. I have an upcoming trip in May '09 to MCO that will get me two more credits, but that is in May -- too late.

Does anyone think it worthwhile to call up their Customer Service number and plead for a six month extension? Or will they tell me to go pound sand?

My advice is to give it a shot. Call them and see how they re-act. If they re-act negatively, you can start a thread to see if anyone else has been in this situation and if they had a way around it. That was my intent when I started this thread...To see if someone had a similar situation and could provide some insight. Yeah, I got banged on the head a few times, but that is expected on the Transportion Board (That is just a joke, everyone...)

 

[YenSid1222]

Incidently...

You can keep American Airlines miles from expiring by just using their online shopping mall (www.aadvantageeshopping.com). One of the participating retailers there is....

DisneyShopping.com

I get miles every time I buy something there.

 

[lovemred]

Oh well...I'll never fly American again. (lucky me!)...

I guess this was a little hasty, then?