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★★☆☆☆

“American Airlines doesn't deliver on Platinum flyer order ”

written by scarlozzi on 14/07/2016

As a platinum status flyer with American Airlines they are my #1 choice for business and personal flights. I scheduled a vacation to Hawaii with a companion to purchase a first class upgrade for both of us using miles and the additional costs.
I called twice to confirm that all was in order since our flights originate in 2 separate cities meeting together for the connection flight to Hawaii. All was confirmed...TWICE!

I check in 24 hrs in advance and they only secured ONE ticket! ONE of us to sit in coach!! Now we both have to be on standby COACH at the 11th hour when everything was confirmed TWICE on this upgrade!!

I guess my Platinum status doesn't stand for much. I wish their booking agents were more alert and accurate with their customer service when explicit requests and instructions are given & confirmed with customers. Don't repeat my confirmed requests back to me and enter something different in the system!

TOTALLY FRUSTRATED AND DISAPPOINTED by an airline I thought I could rely on for customer service as a high volume customer.

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