Really Ticked at AA over Bag Charge

Posted Mon July 27, 2009 3:29 pm, by Teresa B. written to American Airlines, Inc.

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I booked travel on AA leaving San Antonio, Texas to Lawton, OK for July 27, 2009 ( record locator: NCPGFT). I purchased this ticket last week and asked specifally if there would be a charge for checked bags as I am a Active Duty Military Dependant. I made this trip last month and there wasnt a charge for my bags, but I didnt want to assume that this time, so I called today to be sure. I was told that there were changes that would go into effect on Aug 14, 2009 and that it would affect my bag charge. I explained (again) that I was flying TODAY not Aug 14th. The CS put me on hold and told me that there would be a charge and that there was no way to get around it. Fine, but what about what the first CS (the one who booked my ticket and told me that there wasnt a charge), she kept refering me to AA.com,

I asked to speak with a supervisor, and all he kept doing was telling me to go to AA.com and to read the new changes. I tried explaining to him that I was not flying next month - I am boarding a flight TODAY at 5.20pm - NOT next month. HE kept on refering me to AA.com. It was if, he was not even hearing what I was saying to him. I asked to speak to HIS supervisor, and he told me that "they dont talk to passengers". And that I can contact AA.com to get the changes sent to me. What? He hung up on me, after wishing me a safe trip.

I chose this airlines, since it goes directly to Lawton, OK (Ft. Sill) versus South West which flys to OKC. When I booked the flight I asked and was given (according to the supervisor and the CS) wrong information. I will pay the fee for the bags, since I dont have a choice and since the fare is non refundable. However, I will NOT fly with AA again. I will fly with South West who does not charge a fee or "change the rules" before the are suppose to. If the changes dont take affect until Aug 14th, then why am I being charged for a flight out today? NO one could answer that question. I even asked them to pull up last months trip to see that I was telling the truth...they declined.

There is really nothing that AA can do. I take it personaly when someone lies to me (that is what I feel happend). I have the abilty to use another airlines and thats what I will do.

I will say that up until this incident, everyone I spoke to booking this trip was very nice and polite. I just wish that everyone at AA could have been on the same page when giving out information to customers. Thankfully I was at home when I called and not surprised at the airport and that I have the available funds to pay the extra charge, that I was told that I would NOT have to pay.

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Re: Really Ticked at AA over Bag Charge by Teresa B. Posted Tue July 28, 2009 @ 12:49 AM Update: I got to the terminal and didnt say anything about the phone call. I was already stressed and didnt want to make it any worse. The guy was very nice...all flights out of/into Dallas was delayed by at least an hour. So he ended up NOT charging me anyways. Dont know about the return trip yet. My day was a large cluster (bad word here). 1 hour delay out of San Antonio, 3 hour delay out of Dallas plus 5 gate changes during the 3 hours. I just went along for the ride and got to know several of my travel mates...even met a writer who just published his first book.. Reply well that's good by PepperElf Tue July 28, 2009 @ 6:24 PM I never paid for bags by Teresa B. Tue August 4, 2009 @ 3:20 PM Re: Really Ticked at AA over Bag Charge by RedheadwGlasses Posted Mon July 27, 2009 @ 6:40 PM Grrrr I hate this fee and I get so tired of waiting to leave the plane as people unload all their crap from the overhead compartments. These fees are just ridiculous. I think a better idea would be to charge for luggage that gets stowed in the overhead bins in the passenger compartment. Now with everyone doing their best to shove everything into those bins, it takes FOREVER to disembark. And what about people who plan to put carryon luggage in the overhead bin, but are among the last to board and they run out of room, so they're forced to check their baggage at the gate? Do they get stuck paying the fee as well? Reply I kind of agree with the fee by Donno Mon July 27, 2009 @ 11:19 PM I do and I dont by Teresa B. Tue July 28, 2009 @ 9:01 AM RE by RowdyRetailer Mon July 27, 2009 @ 11:59 PM And then I can't put it above my seat in the third row by olie Tue July 28, 2009 @ 9:39 PM I can see why they sent you to AA.COM - it has all the details by Donno Posted Mon July 27, 2009 @ 5:15 PM The AA.com page has a very extensive table that describes the fees. There is a link for tickets purchased after Aug 14th. Everything I see at AA.com is consistent - $15 and $20 for 1st and second checked bags now, $20 and $30 after Aug 14th. I don't know when the current table went into effect, but I would assume it has been there for at least a week. Unless there is an exception for you being an "Active Duty Military Dependent" I would say the first rep was wrong. I can see why they didn't care what happened a month ago - the question is what is the current policy? OK I just saw the exception - it says "Active Duty Military Dependents traveling on orders." Are you traveling on orders? Reply No.. by Teresa B. Tue July 28, 2009 @ 8:56 AM