progol

For those who are not Yiddish-savvy...
mensch: A person of integrity or rectitude; a just, honest or honorable person.

And today, I found someone at American Airlines AAdvantage awards desk who was truly a mensch.

A few weeks ago, after booking economy tickets with my miles for next summer's trip to Europe, I realized that I was very close to enough miles for Business Class. I checked, only to realize that my August miles were never posted. With reassurances from Citibank that the miles would be transferred in "a few days", I made my new reservations. The miles will be there before my September 14 deadline, no problem, . This was, after all, about two weeks ago.

After checking the website and discovering that the miles hadn't yet been sent, I began making a series of calls to Citibank, wondering what was going on and when the miles were going to be posted. Each call got a different response and explanation, but the upshot was, there was a GLITCH in the system and the miles would be posted "sometime in September and were a month behind.

Oh, NO! Not good! I have my reservations and a deadline, without any confidence that they will arrive on time! So instead of calling Citibank for the umpteenth time, I called American today to see if I could just extend my reservation another few days to feel secure about receiving the miles. I was getting too frustrated calling Citibank, because each time I called, I heard a different story.

So I called American's AAdvantage desk. And I got the MENSCH. He knew immediately about the problem with Citibank, and told me that I wasn't the first one that had been afraid they'd have to cancel their reservations. He said that it just wasn't right that Citibank was making it difficult for so many people. In the end, he didn't extend my reservation, he finalized the tickets! He was able to offer the tickets by making sure that when the miles finally arrive, they will be credited to the issued tickets! It it wasn't worth, he tells me, to get too stressed out, and this was something that he was able to do for us frustrated and angry folks.

I was really touched by the genuine act of kindness; there wasn't any obligation to be so nice, but it sure was a good feeling to have someone in this anonymous world take the time to make my life a little easier.

Paule

progol

Hmm, editing is not my forte:

"It isn't worth it, he says, to get too stressed out."

Can you tell or guess that I have been very stressed out about this!

Paule

Patrick

In all my dealings with AA people regarding my miles and awards, I can easily count on one hand the number of times I've gotten anyone who seemed inept or rude. But I've often been overwhelmed at how informed and helpful so many of them are. I've even loved being told point blank things like "and if when you call back someone tells you that you can't do it that way, just thank them and ask to speak to a supervisor".

When I see some of those posts about people working for days trying to get through to other airlines, yet alone book award tickets, I'm always thankful I stick with American.

Weadles

Thanks for the info about missing miles from Citibank! I've been waiting to book a summer trip with American, but my AUgust miles have not been showing up on my statement. Now I know why.

I've also had many good experiences with American. Last year one of their reps really went out of her way to book a complicated itinerary for me using my miles and add-ons with the oneworld program. Thanks to her efforts, and info I received about the program from Gardyloo, a regular poster on Fodors, I was able to save my family over $3000 dollars!

LoveItaly

Hello progol, I knew the word mensch , and I can say the people at Northwest that I called the beginning of June to get my SIL and daughter to Rome immediately as my SIL received a call his father was in a hospital in Rome and was dying would fit this description of mensch also. I was overwhelmed with all the good help and the kindness that the various employees gave me. They were on their way to Rome 24 hours later. It is nice to read a post that has a positive comment as often we only hear about the negative aspects that people experience. Best wishes.

alya

Does this mean the Gardyloo gets the 'Mensch Award' also???

progol

An update:
A double thanks to American Aadvantage desk and the guy who actually finalized my ticket. Had I depended upon CitiCard, I would NOT have gotten my ticket. My 5,000+ August miles are still "under investigation", and who knows when they'll actually appear in my account. I would not have been able to get the tickets by the end of my reservation date. It is amazing when someone is decent enough to bypass the official protocol and actually help! CitiCard has given me different stories each time I call, and I'm glad I didn't have to depend upon them for their "help".

I appreciated hearing the other stories of human consideration! It does exist.
Paule

Gardyloo

Mazel tov.

progol

Danke shein.
Paule

(ps, that's the end of my yiddishe!)

Underhill

Thanks very much for letting us know about your good experience with AA and about the problem with August miles. I've been wondering what happened to mine. Oy vey!

P_M

Funny, my August miles were posted on time.... :-?

Usually I'm not the lucky one in situations like this.