American’s Super Secret ConciergeKey Becomes an Elite Level With Top Upgrade Priority

American Airlines ConciergeKey is the ‘super secret’ level that George Clooney had in Up in the Air, in some sense equivalent to United Global Services and Delta 360.

ConciergeKey began mostly for corporate travel buyers and folks in their old VIP program back in 2007, and gradually expanded to individual high revenue customers.

  • Benefits have primarily centered around assistance during irregular operations. ConciergeKey provides airport escorts and pre-boarding sometimes as well as a dedicated customer service line.

  • ConciergeKey supposedly gets proactive monitoring of flights for rebooking assistance.

  • It also comes with an Admirals Club membership and members can use miles to upgrade without paying the cash co-pay required of other members.

You cannot qualify for ConciergeKey with a specific amount of flying or a published amount of spending, however over $50,000 in a year may be enough (or buying a $50,000 ‘AAirpass’). ConciergeKey is also given out to decision-makers of big corporate contracts.

Up until now the status hasn’t officially helped with upgrades. Like United’s Global Services, it began outside of the mileage program (there used to be Global Services members who didn’t have MileagePlus status at all). It was only 2012 when ConciergeKey members received Executive Platinum (100,000 mile flyer).

That same year ConciergeKey members also got access to (international first class) Flagship check-in privileges.

American announced today that ConciergeKey members will receive top status on waitlists for flights and upgrades.

ConciergeKey will be ahead of Executive Platinums, and their domestic upgrades will begin to clear 120 hours in advance of travel versus the current 100 hour Executive Platinum upgrade window (Platinums will see their upgrade window shrink to 48 hours out.)

Two years ago I predicted that ConciergeKey members would receive ‘surprise and delight’ tarmac transfers. That was announced only days later.

I also predicted that it would finally become effectively the top elite tier. I also — to date mistakenly — bet that they’d introduce a spousal benefit for ConciergeKey members. This is low hanging fruit that they should still pursue.

I suggested back in March that American would either create a new top tier with more miles needed than the 100,000 for Executive Platinum or make ConciergeKey a true top elite tier. It looks like at a minimum they’re doing the latter. (Which makes me two out of three for now.)

Across the whole system, this may not matter very much.

  • The new upgrade priority American is rolling out next year already effectively does this for ConciergeKey members earning their status based on spend. Starting at some point ‘later in 2017’ American will be prioritizing upgrades within each status tier based on 12 month rolling elite qualifying dollars. ConciergeKey members making their status based on qualifying dollars would have been at the top of the upgrade list when they were prioritized with Executive Platinums anyway.

  • ConciergeKey members earning their status based on spending disproportionately buy premium cabin tickets to begin with, which is how they’re earning ConciergeKey in the first place.

  • ConciergeKey members receiving their status through sales, as influencers of major corporate travel spend, don’t travel as frequently.

  • There aren’t that many ConciergeKey members to begin with, before the US Airways merger it was somewhere between 10,000 and 15,000.

That said, as they formalize the tier they might also expand it. And ConciergeKey members flying on premium tickets for work, and economy tickets for leisure, will in fact trump other Executive Platinum members.

Perhaps they should, but with as few upgrades are remain available — with full planes, with first class fares having fallen to be a small premium over coach, and with monetized upgrades via miles and cash copay available to anyone — this won’t make the larger pool of Executive Platinum customers happy. And it shouldn’t, if only because of the lack of notice.

  1. These changes go into effect January 1.

  2. Customers have been flying all year for their status benefits next year. They were told 100,000 miles was the top level, and would put them at the top of the upgrade list. Having done that, given American their business, they now learn the deal has changed.

  3. Indeed, American told customers how they would be changing for status and upgrades in 2017 over the summer and it wasn’t this.

As a result the roll out here is unfortunate in my opinion, even if the practical effect for most customers will be limited. Of course, it was surprising to most ConciergeKey members that they didn’t have automatic top upgrade priority to begin with.

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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  1. Just a random musing – your comment about some CK members are CKs based on their influence of major corporate spend…

    Doesn’t this violate the code of conduct to accept CK/GS/360 status that is not earned through normal channels (i.e. Flying and spending a ton in premium tickets) at probably 99% of Fortune 500 companies as this is considered a form of “gift”?

  2. @Golfingboy

    I believe they get it as their respective organization’s Business Extra account contact.

    For instance at my organization, I oversee the travel spend/booking and I’ve been able to obtain Gold status just for managing our account. I don’t nearly travel as much as many of my employees but it’s a nice thing they offer for the Travel Managers.

    For a Travel Manager to receive Concierge Key, that’s a hefty spend pre-tax and fees so it’s nice they do that for the TM’s…

  3. @Golfingboy – Agreed that it could be considered a gift intended to influence the decision-making of the recipient. And it is a substantial gift. I suppose it would depend on how strict the company’s policy is. My sense is that many such policies focus far more on parameters around giving gifts to foreign government officials.

  4. @David Gonzalez – How exactly does that work? I have about $34k in spend on AA metal since August 1, but have not heard anything. I assumed I’d likely have to hit $50k to get a Concierge Key offer.

  5. @Dave – I think you have to commit to spending the $35k by paying them said $35k, then spending against the account (I assume is run by AAirPass). I’ve had AAirPass in the past, and I spend far in excess of the $10k minimum on AAirPass, so I think they’re trying to get me to ‘spend up’ to that $35k number in exchange for being welcomed when I arrive and having someone walk me to the gate.

    I’m recently in charge of my company’s travel accounts. Will be interesting to see if I can extract CK out of American as part of a larger travel deal.

  6. All the upgrades, free alcoholic beverages, and fancy car transfers don’t compare to a job that affords me the ability to see my family every night. Those road warriors who spend time away from their spouses and families and live on planes and hotels deserve every perk they get.

  7. We need to see the upgrades go in 2017. Looks like the date for the rolling 12 month spend for priority has changed from Jan 1, 2017 to sometime later in 2017. I guess IT issues.

    I will go for EXP this year for 2018, now with the $6K exemption for the Aviator Silver Card. I will evaluate my upgrade in 2017 (with lots of people that earned it the old way in 2016) and then again in 2018 to see if it makes sense to continue with AA (versus LT 1K on UA).

  8. To add – CK’s should not need upgrades. They should be buying domestic F since the cost is minimal. But I continue to see many CK’s out of DCA wait listed, for upgrade at the gate, when there are still F seats for sell.

    And I hear the agents escorting them on the plane to there coach seat apologizing for not getting an upgrade, when the flight still had more than one F seat for sell for several days up to 30 minutes before departure.

    Many aren’t buying F so why give them more than an EXP who may be flying more miles. Some companies get multiple comp CK statuses and they give them out.

  9. @ Golfingboy, Dave and Stan, Giving CK to travel decision makers is indeed an incredibly blatant conflict of interest. A somewhat less blatant conflict of interest is the whole concept behind revenue-based ff programs that reward employees more the more their employers pay for their airline travel.

    Just imagine if a general corporate purchasing agent in charge of buying office supplies, for example, received a gift worth thousands of dollars from the company the agent directs all or much of his employer’s office supplies purchases to. That has the smell of “Kickback” all over it.

    Corporations with conflict of interest policies require that such arrangements be disclosed on annual forms. The failure to disclose the arrangement would subject the employee to potential discharge. A conflict of interest can be approved if disclosed. But I would not want to be the boss who approves or recommends approval of such an arrangement as it could result in my judgement being questioned.

    Anyone in such an arrangement should have approval from corporate legal and/or corporate internal audit. Better safe than sorry.

    I doubt that AA would approve of its manager of airplane purchases getting a substantial personal benefit from Airbus or Boeing. It is shameful that AA puts corporate travel managers in a position that it knows creates a conflict of interest. Just another example of a lack of integrity by airlines.

  10. Anyone who spends enough to make CK probably is paying for first class anyways, so i doubt this “change” in the upgrade policy will affect many people. If anything its more of a token benefit to give them something more to write home about.

    As for the people who get it based on their influence, well then those people don’t fly a lot to begin with and thus wont be upgrading very often.

  11. @john – Generally, they’re giving CK to execs and Plat/EXP to travel Ama gets, unless it’s of a big accounting/consulting firm. That said, the travel manager is usually one of the least likely to ever get to travel, which is why I book travel myself.

  12. AA Exec Plats: Welcome to the second tier. I hope you enjoyed life at the top as it’s now over–ask any UA 1K.
    This is a more significant development for more AA Exec Plats than the spend requirement.

  13. The problem with this program is when you lose it. I had it for a few years through an employer, then changed jobs and lost it even through my travel went up in terms of number and value of tickets. While I rationally understood it I still harbored some perception of demotion.

  14. %55-60k spend this year and 372k EQM’s….. Last year $65k and 270k EQM’s. No CK offer for me. This lack of transparency will move my business to CX next year. Two J trip’s ex LAX-HKG booked already. Nail in the coffin for my business with AA.

  15. I’m a thought leader oh did I remind you I’m a thought leader? I make tons of pie in the sky predictions about the airline industry and then when a few come through I act like an ingenuius victor and post links to old blog posts from years back so people click and I get more hits. But I try to forget about the countless “forgone conclusions” I have made over the years that didn’t quite pan out. Now use this affiliate marketing link for this must have credit card and manufacturing spend trick and you too can be like 1%

  16. According to this, the bottom line is, despite whatever PR there is to the contrary, Concierge Keys are simply bought. That whole tag line about a ‘loyalty program’ is hogwash. For me, this means that American Airlines is essentially saying “we could care less about your loyalty”. I love to travel, and have no intention of changing that. I fly, and have for the past few years, flown over 100k each year so I am Executive Platinum. However, because I am usually paying regular economy fares (I am paying the fares, not some corporation) I’m not racking up the $50k+; but, also not reaping the benefit of double or more EQMs for each flight flown – so my 100k+ is a legit 100k+ flown. I also, I now wonder why, go to great lengths to fly with American Airlines, e.g., I fly to Ireland quiet a lot, however American Airlines only offers a seasonal direct flight from NY, so off-season, despite multiple other carriers offering direct flights, I end up on multi-stop flights going through Madrid or London or who knows where. My guess is American’s take on this is “you fool!” Sadly, this is a lost opportunity for American Airlines. Corporate America is not going anywhere, and so there will always be fickle corporate accounts for the taking; however, individuals will not. Unless American can sell out all its flights with (discounted) corporate ticket purchases, it might want to reconsider its treatment of individuals. Even employees that leave those companies are not going to be loyal customers – as Paul (Nov. 8 at 11:35 am) said, because you get demoted. In the long run, wouldn’t it behoove American Airlines to also develop relationships with and offer perks to individuals who are not part of a corporate account, who may not have the dollar spend on each flight but over time it adds up, who are clearly loyal, and who do more for on the ground PR than any company. These are the people that fly and will be around long after fickle accounts have flipped – at least they will if their loyalty is acknowledged. Guess I’ll take my first world problem and trot back to my disillusioned, now second class, Executive Platinum bubble, at least until I speak to United and Delta to see what they are willing to offer.

  17. When will everyone finally realize that AA is not the AA of the past. The leaders of today are not the leaders of the past that were true captains of industry. They have no loyalty to you so why do you have loyalty to them? Their only loyalty is to getting every dollar possible out of everyone. I had enough, so what I have been doing is looking at all the cost of a flight against all airlines using concur. I go to the less expensive one every time (Delta, Alaska, UA, sometime Multi). I kept track of my spend for a year against what AA was charging that week for flight A to B. Over the course of the year, I saved my company $5,932.22 by flying with others who were less expensive. Now if everyone just reading this started to do this, look how much it would hit their bottom line. Yeah, I sit in the back, and is it a real big deal? No it is not, and we have to stop allowing the Airlines to brain wash us into thinking it is. I am a big boy (Age) now. I do this knowing I am doing what is right for my company that feeds my family and the byproduct is giving less revenue to a company that truly doesn’t care about its customers. I bet if everyone started to do this and the revenue stream started to diminish it will lead to a change. I actually got a call this year from AA asking why my travel has gone down so much in comparison to other years. I told them just what I said above “You have no loyalty to me so why should I have loyalty to you? I am now flighting with the less expensive airline every week now.” The reception I got was cold like they didn’t care. Joke is on them… -$5,932.22. I know I have convinced several others to do this as I seen them on other airlines as well some even sat next to me.

    Happy Holidays everyone… My God bless you all.

  18. Flying today (Jan 1) and they are now calling Conceirge Key members before 1st class seating. Interesting…

  19. Had a feeling something was up at AA. Been an ExecPlat MillionMiler for about 5 years and always got my Business Class upgrades DFWTokyo, give one or two flights. Then late last year things changed. I barely squeezed off two upgrades and have since missed three in a row. Upgrades were being processed at the gate last minute. Some cases I was at the top of the list and then bumped down a few last minute. I blamed it on changes to AAdvantage (undisclosed) upgrade qualifying changes and the disappearance of First Class.
    Spent a few hours between Tokyo and Dallas mid flight messaging back and forth via Twitter with AA Customer Service trying to get explanation. They said someone paid for the upgrade in some cases and on this flight I was a victim of a system glitch that my system wide upgrade request didn’t transfer over to the counter system – which is total BS. Counter staff reassured me I was on the list. AA Customer Service rep towed the company line and wouldn’t admit to any internal changes to upgrades and reassured me my ranking on the list was still based on status and time stamp. I went on about why my loyalty didn’t seem to matter anymore but all I heard were violins…

  20. Aoife B.
    December 2, 2016 at 1:33 pm
    Well said.
    I am absolutely in the same boat with you – high frequency, long international legs on economy, but loyal on the ground and in the air – and it now looks like American Airlines has set us adrift.
    I’m not whining over free perks – I pay for those 120,000-150,000 hard earned miles every year.
    It was nice at one time to feel appreciated and rewarded for my loyalty but I guess those days are over.

  21. This change has made a big impact on all EP’s. I flew 216,000 (domestic) miles last year and 130,000+ in 2015. I get an upgrade maybe 1 in 10 flights these days (always less then 24 hours before flight). Yesterday leaving Philly I was #15 on the upgrade list (started at 12 and kept dropping)! How is that possible??!! Talking with airport Customer Service and online what a joke. They keep giving the same old company BS. Talk to 2 different people and get 2 different answers.

    Maybe AA should show us instead of telling us how much they appreciate our loyalty!

  22. Maybe I’m missing something, but how is this news? I mean, since *before* the merger, typically my flights would call CK to pre-board before first class. The only difference was that they called the person’s name or an AA rep would escort them to the podium before boarding, and as a result this only happened on flights where there was a CK on board. As far as I can tell, what changed is now pre-boarding of CKs is just another part of the script… that they call out even when no CKs are on board. My guess is that too many gate agents weren’t following the script or were forgetting to pre-board the CKs.

    The bigger story really is that in the last about 6 months upgrades have been clearing closer in and less frequently than in the past. I’m curious as to why *that* is, and given the relative lack of CKs and how most CKs book into first rather than get upgraded to it… it is most likely something else. I just can’t figure out what the new formula is.

  23. Great comments by all. In response to Erik J, I believe the formula results in greed. AA is holding first class seats that are available until 10 minutes before boarding so they can sell them. I have seen this for many months. They don’t care. It is money not loyalty to them. UA and Delta are no different. One of the most compelling walk away stories was from Phil Wilson above. I can’t believe AA is doing this to him and to the rest of you who appear to have what it takes to be CK. I am EXP and have been for many years and made million miler last year. I requested CK and got a call stating I don’t qualify but I was told “you are looked at each year”. I feel as though they have a selection board of people making this decision. They really don’t care about EXP’s and further evidence of their greed is the reconfiguration of the first class cabin on the A319 to 8 seats from 12. If I can get a better deal I’ll walk.

  24. Glad I found this blog.

    I cannot agree more readily with most of the comments above. I have been a Chairman’s Preferred on USAir and Executive Platinum on AA for 21 consecutive years, and according to AA, having accumulated close to 2.5 million miles during that time period. Despite decades of loyalty, being Executive Platinum essentially means NOTHING at this point in time. Getting upgraded is virtually impossible – I used to average upgrades on domestic flights virtually 90 percent of my flights – and that percentage has essentially dropped to zero. I can testify that advance notice of upgrades at 100 hours is nonexistent. This supposed premium status offers the following: (a) Complementary upgrades that are nonexistent; (b) Four (4) annual “systemwide” upgrades that are now essentially unavailable on ANY flight; (c) the opportunity to board your plane in the fourth group (after CKs, disabled passengers, first class); (d) the opportunity to check bags for free (who checks luggage on domestic business travel)???

    In other words, not much more in benefits than the individual who buys the cheapest ticket and flies once per year. As others have said, so much for loyalty. AA has gutted the program, reduced capacity, all while being dishonest to their loyal customers.

  25. Hmm, I’ve flown 130 to 150 miles per year for th last 5 years. I’ve heard of CK, but never been asked about it. I fly 1st 80%+ of the time, so I know I’m spending enough.

  26. Great feedback from all, thank you. I have 3 airline choices (American, United and Delta). Years ago, I was with Continental before the merger and would rather just stay with American than switch to United. Does anyone have feedback on Delta’s FF program? Maybe it’s worth a look, maybe not. Appreciate the feedback!

  27. AA new program stinks … I flew 92K qualifying miles in 16 and am now a lowly third tier Platinum … I wrote asking for an exception and was “offered” to buy my way up. Crapola … thankfully I’m retiring in a couple of years and won’t have to put up with these bogus “anti-loyalty” programs.

  28. I been an AA ‘s customer for 19 years, 10 of those Executive Platinum (until Feb 28 2017 that will expire). I called many times to Customer Service asking if been 10 consecutive years an EP have a chance to become a member for life and they said NO. I decided to change airline to see if I could get something better. I remember there was a time that EP was receiving 8 VIP upgrades and flying 125.000 miles getting and extra of 2. Suddenly they cancel the 2 extras and last year they change from 8 to 4 VIP upgrades. That was the point that I decided to quit. The only benefit that I keep is being a Platinum for life.

  29. There is no doubt about the decline in the value of the EXP level at AA. My wife and I travel everywhere together for the most part. We are both EXP and have been so for years (more than ten). I just crossed 3.8 million miles (real ones!!!) and I suspect will reach the 4 meg level sometime next year. The system wide (VIP) upgrades used to be such a nice thing and actually could be used for trans-ocean related trips with some juggling. Not so anymore for the most part. I don’t need to be walked onto a plane. I don’t need Flagship checkin (it only gets you to the same line at TSA Precheck for the most part). I do want to see the VIP upgrades available for my flexible travel. That was the real perk for me. And that is the thing this new regime has taken away. I am thinking I will burn the 2Meg miles in my account on an insane trip, retire, and then fly only where I want to go by buying from whoever offers at the lowest fare in the class I want to fly in. A plan?

  30. Became a member six months after the program began. In that time have flown a total of 5,798,054 credited miles. The system suffers from a number of difficulties, smaller plans (less seats), elimination of first just business class on wide body long haul flights, increase in the total number of members. But the thing we need to remember that this is really US Air not the old AA. When the merge was done everything became twice as crowded.
    Now being retired 4 years ago my flight miles have never exceeded 50K in any calendar year, I some times don’t even use number. Does not get you a thing anymore.
    It would seem that loyalty, if really important to AA it would look at the number of times flown and accumlated miles and say they are our best. Using $$$ is stupid because AA purchases almost everything on cost basis why expect your customer to operate differently.
    If you have to fly in front just pay for it.
    But if you are truly a frequent flier all airlines should want you and want to keep you. Make it a one tier thing and put FF#’s in your system and every time that number books a flight give them the best. Nothing makes a more loyal customer as when the product is loyal to them!!!

  31. I have flown with AA for 32 years as the owner of my company and been EXP for all but one year that the program has been in place. I realized a long time ago that the mileage program at AA was going to be eroded to the point of being a joke for someone like me who over the years has spent hundreds and hundreds of thousands of $ of my own money. Well…the day has arrived; well done AA for painting all your AAirplanes, coming up with catchy marketing gimmicks, modifying your benefits package and at the same time proving beyond a doubt that you have no loyalty to your core base customer and no service that would encourage loyalty from us. I for one am done with surly employees and the expectation that we the customer has to assist with preparing for the next flight ….pick up your own trash and close your own windows.
    Forget this alrline, seriously…forget it..I have found great alternatives for business travel overseas and also internally from almost anywhere. Try JetBlue Mint.transcon for instance..great value and a very good service offering at a very good pricepoint. I fervently hope that all like me move away from AA and believe me.for those of you unable to free yourself from the bonds of “must attain a level”.CK will be usurped by some other level a couple or three years from now, as they are the champions of ensuring that everyone at some time will feel second class!! “We are glad you are here ” ? I am calling you know what on that!

  32. Have read all the postings about AA FF program and erosion of benefits for EP members. I concur with all said. In addition to all said, AA took the A319 and removed a row of first class seats to make room for Matt n cabin extra seating in coach. 12 first class seats down to 8. Another devaluation of the EP benefit. Congratulations AA. You have succeeded in alienating the EP’s. Those are the largest group of your best customers. You should be given an award.

    Jet Blue, although no first class is looking better every day.

  33. I am puzzled by the fact that British Airways gold members get access to the AA Flagship lounges whereas Concierge Key members do not

  34. @HJulain Griffiths it does seem like they should, especially since it’s not about extracting cash for a club membership since CKs do get Admirals Club

  35. The level of customer service to us exp have become non existent. Was stunned at the total lack of consideration during a rebook due to lightening in Dallas. With 25 empty seats on the first flight out the next day, they would only allows me standby. The flight filled, and oddly my seat was in the very last row right next to the bathroom. The entire experience was frustrating with no answers when asked and no one caring…

    I fly every week. There are times I spend more time on a plane and at airports than I do with my family. Needless to say I more than met exp with over 150k miles, even got Status on another airline.

    Spending at least two days a week on a plane deserves some benefits. Health risks aside (leg blood clots from the lack of movement), what about comfort? Small confined spaces for what 20% of my life… no, not going to happen. The company I work for will not pay for first class. Completely understand. I will go with who is easiest to work with after ensuring my health. I book my own travel.

    Another experience like this week, it will be time to move on.

  36. If you look closely you will notice that the CK are called now before for boarding with the CK title. This started around the end of 2016. Before you never heard the CK name because all the CKs were escorted to the gate by a grey suit AA employee. And in the rare case that they were not escorted, the gate agent just called their names and boarded them first. To me this indicates that the CK level has already been demoted to a lower class than they were last year. However, occasionally I still notice grey suits escorting passengers, perhaps these few are the new top elite level now.

  37. Wow everyone pissed!
    I offer a different view.
    I like the new $ based approach. It’s the same one that hotels have where I got lifetime platinum from Marriott.
    I started paying for F 4 years ago when my upgrade rate of clearing starting being too low. Buying domestic F is cheap, guarantees you a seat, and helps you get tons of miles for international travel.
    People seem to have forgotten that getting into F or B is not a guaranteed reward. When the airline sells out F to people like me, then even if you fly 2x the miles I do, you fly coach.
    Of course when I need last minute travel and F is not available, it’s nice to know AA speculates the thousands tens of thousands of spend each year and puts me ahead of the other upgrades.
    Here is the thing that I suspect a lot of EP people don’t realize. You are not getting fewer upgrades because CKs are getting your seats. More likely CKs actually pay for first most of the year, and that is real loyalty.

  38. Been CK for a couple of years now, and Chairmans preferred at USAir for 22 years. The old “miles nad more” program at usair was so much better than CK, especially for those flying over 125,000 miles. This year, I had to pay for my wife’s club membership for the first time in 24 years ($150). And my kids are no longer usair gold/ AA platinum members since I cannot ‘nominate’ them like I used to at USAir. Also, after 2 million miles, you cannot get higher than lifetime Platinum member at AA (really Gold member) regardless how much you fly thereafter. At Marriott you can be the highest tier lifetime member after earning it… not so much at AA.. so, CK is better than EXP this year, but nothing compared to Chariman Preferred under the miles-and-more program for very high mileage fliers. PS! We also was upgraded 7 days in advance..

  39. All you haters…coming from a CK…just stand by and they’ll get around to boarding you. In the meantime, bring me a glass of wine and hang up my coat while you all stand in line!

  40. Z Makhdoom
    October 9

    Have been flying AA for 23 years ExP for 4 years, flying more than 125K miles a year and always buying F class domestic / business class international. Realized true second class treatment at ST Louis for Miami flight when they called for CK which I didn’t hear good and went for check in, the lady very rudely told me off that if you are not CK wait for your turn and stand aside. Felt for the first time treated totally different. I think AA is now training their staff differently only caring about status and money part. I have serious thoughts about looking into different airline loyalty programs too. My feeling is that all airlines now have become money minded not worrying about loyalties. Sad!!!!

  41. The response from a Joe Schmidlap September 2, 2017 at 12:39 pm.

    He basically points out that all the EXP customers waiting in line should stand aside while this Neanderthals boards his flight, and must get his glass of wine and get his coat hung…..Whatever!
    My god what a “dick” How awful to have to sit next to this selfless individual if you had the unfortunate chance of being upgraded at the last minute


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