19 Responses

  1. Becky
    Becky at |

    Well said. The lack of an official announcement is mind-boggling and a good way to lose respect from their customers.

  2. BrKavan
    BrKavan at |

    Here’s the thing. If they are a domestic brand and basically only service domestic routes, granted they have codeshares and alliances everywhere, I’m a bit confused at your reaction.

    You say that you are not loyal to their brand which is fine. You don’t have to buy designer jeans and so on.

    And you claim to have flown all over the world, so obviously you don’t have to do business with them. You have the means to fly anywhere.

    Why take time out of your day to publish this? Simply reactionary?

    You’ve already broadcast to them that you have no brand loyalty, correct?

  3. Mark
    Mark at |

    Very few companies under quality customer service. Instead, customer no service is often the norm because the pay check doesn’t depend on it.

  4. Mark
    Mark at |


  5. Even American is Confused About Fuel Surcharges - Getting Status

    […] “I thought we had to show full fares including taxes and fees?” No, that’s not a response to American’s attempt at a stealth launch of new fees on award tickets, previously reported here, here and here. […]

  6. gobluetwo
    gobluetwo at |

    Technically, they didn’t change a policy. That policy has always been in place. What they did do was chance the application of said policy. Of course, customer expectations being what they are, it would have been nice for them to note that they’re applying the existing policy more broadly and to which partners.

  7. Siricepick
    Siricepick at |


  8. jim
    jim at |

    honestly you bloggers are a waste. you guys do nothing than asking us to use your links to get compensation. why don’t you work with us SOMETIMES and fight back these greed and injustice. These fuel surcharges are fraud. What’s the benefit of using tens of thousands of hard earned miles for an award ticket and than pay full coach fare in fuel surcharge on top of that? that is a rip off. I checked fares with airlines that charge fuel surcharge. It is better to just pay the full fare than waste miles and than pay full fare on top of that.

  9. aadvantagegeek
    aadvantagegeek at |

    I’m not sure it’s true. I think the reason they were caught off guard is because it’s just a rumor and they haven’t made any changes to the program.

  10. aadvantagegeek
    aadvantagegeek at |

    Official statement:

    “Last night, in a routine effort to better align American to industry standards with other global carriers, American began collecting carrier-imposed surcharges on tickets for travel on other carriers’ metal.

    This change was intended for revenue tickets only, but the surcharge was erroneously added to AAdvantage award redemptions on other airlines as well.

    Except in the cases of British Airways and Iberia, where American currently collects these surcharges, no carrier-imposed surcharges will be applied when redeeming AAdvantage miles for award travel on other carriers. Any customers who encountered this fee in error will be fully refunded. We apologize for the inconvenience.”

  11. vespa
    vespa at |

    As usual, good write up Seth!

  12. BrKavan
    BrKavan at |

    Much ado about nothing. C’est la vie.

  13. American Airlines "Accidentally" Adds Fuel Surcharges, Pandemonium Erupts

    […] American Airlines “Accidentally” Adds Fuel Surcharges, Pandemonium Erupts […]

  14. AKTCHI
    AKTCHI at |

    Interestingly, whether the EXP challenge promo or the surcharge on award tickets, each of the tasks that AA kept failing in repeatedly consisted of nothing more complicated than stating its own wishes. You wonder how this crack team will fare against adversaries and competitors.