I’ve heard from several Executive Platinum passengers recently who have received texts from Admirals Club agents shortly before they arrived at the airport. These usually welcome them and let them know the status of the club and Covid procedures. The texts aren’t from an automated system – they’re from an agent in the Admirals Club, which I think is a really nice touch.
I used to have one agent in the club at Washington National airport who would see me on the list of people flying, and if my flight was going to be delayed with a risk to my connection would proactively give me a call, “I’ve got you protected on an earlier flight, if you can come to the airport now!” Her efforts meant a lot, and is one of the reasons why that club used to be one of the two best in the system. (My two favorite agents are sadly no longer there).
The other piece of this that I found interesting is a report that one of these texts noted that the passenger wasn’t likely to clear their upgrade but that the agent had blocked the middle seat next to them. Middle seat blocking on American Airlines!
Middle seat blocking is something I suggested at the start of the pandemic as as an elite benefit airline should consider because it’s low cost to offer (it just prioritizes elites as the ones to get empty seats next to them) while meaning a great deal to the customer – especially during Covid Times.
According to American,
The text messaging from Admirals Club agents to our elite customers prior to their arrival at the airport is an initiative we started last year during the pandemic. Our Premium Guest Services team takes care of our elites and have the flexibility to accommodate our customers when possible.
The passenger who reported middle seat blocking wasn’t a Concierge Key member, just an Executive Platinum. That was a great touch – though bear in mind seat blocking isn’t a guarantee that the seat next to you will remain empty. If the flight goes out 100% full, the seat will be used. But the seat should stay empty if the flight isn’t full.