AA plans to let passengers “buy out” of Basic Economy during check-in process

a plane parked at an airport

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Tell Me Why

Kerry Philipovitch, AA’s lead of the customer experience team, did an interview recently on “Tell Me Why, ” AA’s podcast. I first became aware of the podcast when it was revealed on an earlier edition named, ” Help Compensate for thing that happen on the flight” that AA is monitoring how people complain for compensation. In that episode it was revealed that AA is keeping tabs on customers in case they complain “too much,” and if so, AA will rake back the miles they’ve given them. YIKES. The podcasts are short, and the Valentine’s Day episode revolved around “Basic Economy,” some of the hiccups they’ve faced, and the struggle to communicate the fare restrictions when purchased through a 3rd party. At the end of the episode it was revealed that AA may introduce some tech to allow “upgrading” out of Basic Economy during check-in.

I’m going to venture out on a limb, but I would guess that most people who purchase Basic through the likes of Expedia, don’t really understand that they don’t get a seat assignment, overhead space, miles, etc and are quite disappointed when they arrive at the airport/plane. A quick upgrade could be nice, especially if that upgrade were available online, 24 hours in advance, and would allow a customer to apply same day changes utilizing their elite status. At any rate…you can listen to the entire podcast below if you’d like.

 

Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed or approved by any of these entities.

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2 Comments

  • DaninMCI February 19, 2018

    This is part of the grand design. Switch and bait. As far as buying up I think the biggest add on fee that AA doesn’t take advantage of is buying up to First for elites. I’m elite with AA and when I go online or the kiosk and check-in for flights I never get an offer to upgrade for money. I may be on the upgrade list and I can pick MCE seats for free, etc. but there are times that I would be willing to guarantee an upgrade.

    • Miles February 20, 2018

      I think a lot of people feel the same…seems Delta has been very successful with this approach as well.

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