American Airlines tests online systemwide upgrade redemptions

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American Airlines tests online systemwide upgrade redemptions

Research

Daisy Hernandez Credit cards editor | The Points Guy

By Sky Industry News

Oct 14, 2024

American Airlines has initiated a limited beta test for online redemption of systemwide upgrade certificates, fulfilling a promise made earlier this year. The trial began on Monday and is available to select AAdvantage members who were notified via email. This test will last two to three weeks and aims to assess the need for adjustments before broader implementation.

A company spokesperson stated, "This feature is something our members have requested for some time, so we're eager for the results of this test to inform how we can continue to make engaging with the AAdvantage program easy for our members."

Despite not specifying a global rollout date, American Airlines appears to be progressing towards making this functionality available to all AAdvantage members by year's end.

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For those participating in the beta test, the process involves accessing a linked website, entering their last name and confirmation number, and selecting which flight they wish to prioritize for an upgrade. American advises choosing the longest flight in one's itinerary for maximum comfort.

If an upgrade is immediately available, it will be confirmed instantly; otherwise, the flight will be waitlisted. Additionally, American Airlines will attempt to confirm or waitlist upgrades on shorter connecting flights once the preferred segment is upgraded.

The ability to redeem upgrades online could simplify processes that previously required lengthy phone calls with service desks. However, even participants in the beta are advised to call American Airlines if they have complex upgrade requests.

In comparison with competitors like Delta and United Airlines, American's technology lags behind. United has been a leader in providing user-friendly web and mobile interfaces for redeeming PlusPoints. Delta introduced online redemption of upgrade certificates at the end of 2022.