American Airlines’ recent upgrade mishap highlights the need for the carrier to focus on improving its technology and overall customer experience. While the airline is striving to become a more premium carrier, this incident shows that they still have a long way to go.
The issue occurred when a client was traveling from New York to Los Angeles in AA Flagship Business Class and wanted to upgrade to first class. While checking in, an attractive offer of only $256 for a transcontinental upgrade appeared. However, when the client attempted to take advantage of the offer, the app glitched and they were unable to complete the transaction. This resulted in the client remaining in business class without the option to re-enter their credit card information.
In an effort to secure the upgrade, the client tried to cancel their check-in online, but found that this was not possible with American Airlines. They then called the Executive Platinum desk, only to be met with an unhelpful agent who claimed that first class was fully booked. After being transferred to a second agent, they were informed that no upgrades were available. Despite requesting to cancel the check-in, the agent stated that this was not possible and that upgrades were only available at the airport.
Frustrated with the lack of assistance, the client continued to push for a solution. After a 35-minute call with an agent from the Philippines, who was pleasant but incompetent, they were finally able to cancel the check-in and secure the upgrade to first class. This entire ordeal could have been avoided if the initial upgrade process had not glitched, if the client could have easily cancelled their check-in online, or if American Airlines had a more efficient upgrade system in place.
The root of the problem lies in the lack of proper training for agents, glitches in the app and website, and an overall lack of user-friendliness in the system. These issues not only caused a headache for the client, but also wasted over an hour of their time. This is a prime example of how current systems are so convoluted that even giving the airline additional revenue is a difficult task.
In order for American Airlines to truly become a top-tier carrier, they must prioritize the improvement of their technology and customer experience. This includes creating a better app and website, as well as providing proper training for their agents. Only then can the airline truly achieve its goal of becoming a premium carrier. This incident serves as a reminder that there is still a long way to go for American Airlines to reach this status.