CHANGED PLANS
As a Oneworld Emerald member, I fly on American Airlines frequently, in all their cabins. I recently flew from Manchester to Chicago. I was ticketed in economy, but at the time of online check-in was invited to purchase an upgrade.
I knew AA was using a retrofitted B767 on this route with the new business class seats, which the seat map on AA confirmed (new seating is 1-2-1, as opposed to the old 2-2-2). I was interested in testing it out for future flights, which was a reason for purchasing the upgrade. Based on this information, I accepted the upgrade offer and paid the fare.
Unfortunately, during check-in, the agent advised me that the plane was in the old configuration and asked if I therefore wanted to change my seat. I politely expressed my annoyance at having paid quite a large sum only a few hours earlier for the new seats, as if I had known that it was the older configuration I would not have paid for it.
On landing, I emailed AA customer relations expressing my disappointment and requesting that I either have my upgrade amount refunded or that, out of goodwill, they put me into business class on my return flight to make up for it. AA declined to accommodate either option. A further follow-up email a few days later was met with a similar response.
I decided to give AA another chance and booked another flight on the B767, which, according to the seat map on AA, had the new business class seats. Unfortunately, AA changed plans and I ended up with the old seats again. I emailed AA to say that I gave them another try but I was disappointed with the seat change. At least three other passengers on the flight complained to cabin crew too. AA declined my refund request again but gave me 7,500 miles, which I do not accept as suitable compensation at all.
Although I appreciate aircraft changes do happen, not having the updated online seat map for check-in is unprofessional, especially as AA would have known about the change beforehand, as the plane was coming from the US. I feel that I have been sold an advertised product but then given a far inferior one.