31
May 14

3 is not equal to 2+1 on American Airlines

I thought I knew AA well.  I am exec plat and follow the airline industry – especially AA because I worked there a long time ago.  But I learned something new yesterday.

My wife and daughter were traveling yesterday (on the same PNR) to India without me. They had 3 bags between them. They are allowed a bag each.  They have no status with AA.

So we expected to pay for one additional bag – $100. We were charged $200. I noticed the following day and called customer service. I was told that it was our mistake – When asked how many bags to checkin – we said 3 bags. We really should have said, 2 bags for my wife and 1 bag for my daughter.

Really?

Shouldn’t the gate agent have said something? She knew very well that there were 2 passengers and 3 bags. I find it appalling that the agent did not say anything. I was told by the customer service agent that the gate agents have to go with the response and it is our responsibility to know that we should split the bags between the people on the PNR explicitly. Shocking!!

Wow !  FAAIL !!

So whats the difference between 3 and 2+1?  A hundred dollars according to AA math!