As you will see below, I originally rated OAT one ...

As you will see below, I originally rated OAT one star, however, yesterday, after I wrote the review, the problem I described was resolved to my satisfaction. I am very happy to say that our flight from Honolulu to Los Angeles is now business/first class. I stopped short of 5 stars because the process to resolution was very frustrating. My suggestion to OAT would be to develop an internal procedure that insures that problems that call for more authority and discretion than line associates (the staff who answer the phones) have, get referred swiftly to staff with more authority and discretion and that when a customer is promised a call back, the call is made even if the only to say we haven t forgotten you, haven t solved the problem, but we re still working on the problem. Even a brief message will be appreciated! My advice to OAT customers is to be patient and persistent. I suspect that OAT s success has created some growth issues, however, I also am reassured that OAT has quality people at the helm and OAT cares!

We have not taken our trip yet so this review only relates to OAT air travel service. Given the length of this trip, we planned to book business class flights in both directions. However, an OAT representative persuaded us to book premium economy on the trip out. We have since learned that the representative's description of premium economy seating is not entirely accurate, however, that's not the reason for this one star review. We did follow the plan and book, and pay for, business class return flights. At a later date, after reading about OAT's flexible stopover benefits, we decided to check out a stopover in Honolulu. An OAT representative told us this would be no problem and that a week long stopover itinerary could be easily arranged at no extra cost. We decided to go for it. When we got the new itinerary, we found that the final 6 hour flight was downgraded to economy class. Since then, we have made many, many phone calls, holding for substantial periods on each call, trying to correct this. Understanding that those managing the phones were unlikely to have the authority to correct this problem, we asked for the name and number of someone with such authority. None of the associates would give us this information. However, we were told that a supervisor would call us back promptly. Weeks went by without a call. We called again and again. Several calls later a line representative finally put a supervisory staff member on the phone. He kept explaining that OAT got only so many business class seats for "complimentary" upgrades (we questioned why he used the term "complimentary" since we paid for business class), but he would try to fix this and he promised to call in a week. Today, more than three weeks later, he has not called. Of course, we tried reaching him, but have been told by various telephone representatives (there is no way to call him directly) either that the supervisor was not in or that there's no answer from the airlines about seating. Since our trip begins on January 31st, we're pretty much at the end of the line.

We know friends who have had excellent experiences with OAT and that's why we went with OAT for this trip. Never in a million years did we expect to have the experience we've had so far. We now see that three months ago, Pamela S, wrote a one star review detailing a similarly miserable experience with OAT stateside flight service. Alas, nothing has improved since she wrote her review. Based on the poor quality service so far, we too rate OAT one star.