American Airlines gave away my seat 45 minutes earlier RUDE CUSTOMER SERVICE RIPOFF At JFK New York
AA flight 133 (JFK)-(LAX)
Date: Mon, May 23 at 4:00pm
I made it at the self-service check-in at 3:20pm (40 minutes prior to departure) and the service was closed to me. I stood in line for 30 minutes and the airline personnel at check-in did not offer any resolution. I asked for a standby ticket right away for the 6pm flight to SFO and he finally gave me a stand-by ticket for that flight after 20 minutes of deliberation. I was last on standby and was the only one who did not receive a seat on that flight. The next airline personnel at the check-in counter heard my story and was neglectful and rude, telling me I was late and gave me a "too bad" attitude. She said the only thing I can do is come the next morning to standby for another flight, and did not give me a standby ticket for the morning flight, so that I would have to check in again if I were to come in the morning.
If I had stayed in NYC that night I would have had to spend $100 on cab fare from and to the airport again, plus at least $200 in meals and lodging costs, and I will have to take another vacation day for work which will cost me another $200 against my pay. Given the $500 I was going to lose, I had no choice but to purchase a new ticket from Delta airlines, costing me an additional $322,70, which after significant delay, took off after 12am of that day and arrived at my destination at 3am pacific time. I had spent 9 hours in JFK because AA closed my original flight to me 45 minutes prior to departure.
The American Airlines website suggests checking in 60 minutes prior for domestic flights w/o checking in baggage - I had no baggage to check, but there is nothing stated in terms of what is a REQUIRED check-in cutoff time. I would have never thought 40 minutes prior to departure is considered "too late" and the fact the flight was closed to me caught me completely off-guard. Again, nowhere on the AA.com website states a "required" check-in time. Stating I was "late" was completely uncalled for and 40 minutes is more than sufficient time for me to go through security and arrive at the gate to be boarded for my pre-determined seat.
American Airlines was neglectful and gave no consideration of the inconvenience it caused me for a policy that was not stated anywhere and holds no consistency among different airports or even different flights. I arrived at the check-in counter 30 minutes prior to departure for my AA flight going to LAX just 3 days before and had no problem checking in and boarding the flight.
I am requesting from AA not only a full refund for my AA flight for refusal of ticketing when I had sufficient time, but also for the extra ticket I had to buy from Delta Airlines, totaling $511.60 ($322.70 for Delta plus $188.90 for AA) I can provide the purchase price of the Delta ticket upon request. I had complained via the online form on the AA website and the customer service response was a polite no, indicating that I had chosen to purchase the Delta ticket myself and that I was "late" for my flight. Again, there was no statement anywhere indicating the REQUIRED time cutoff to check in for American Airline flights, and if I had not purchased the Delta ticket, then I would have lost another $500 to hotels, cabs, and lost wages in order to wait for another standby ticket the following day, another gamble I was not going to take following my experience with AA customer service that day.
Those people are rude and AA as I remembered used to be one of the better giant carriers but now they're becoming just like United and more and more complaints are showing up on the web I wouldn't be surprised if they go out of business soon.
Alice
Cupertino, California
U.S.A.
7 Updates & Rebuttals
Michael
Indianapolis,Indiana,
U.S.A.
40 minutes
#8Consumer Comment
Fri, December 23, 2005
Please read,
My name is Michael. I have been the head of security for years at the most prestigous nightclub in Indianapolis. Most clubs would kill to have the business we have. I have dealt with every situation any of you could possibly imagine. Including having guns and various other weapons of choice thrown at me and my crew.
First of all, "the airline security is stupid, moronic and retarded!!
Also, if I paid for a ticket to a football game and they said, "sorry, but we over sold our seats", I'd be pretty pissed! "Maybe we can book you for next weeks game"! If we remember correctly, 9/11 was a tragedy. But, all of us intelligent individuals know that the business that shuts down for a few days does not file bankruptcy and ask the government and american people to bail them out! Our business shuts down for a few days through the holidays! We don't ask the government to save us!
If I was the CEO of a multi-billion dollar industry and had to close shop for a couple of days..... should I file chapter 7? What would I be thinking as I drove my new yacht? We'll dupe the government and lay off everyone? File bankruptcy and oh s**t, "I have a golf game tomorrow"!!!I want everyone to think about this carefully... This is a corporate giant supported by our government who can afford to pay U.S. Marshall salaries but cannot afford to put bullet proof doors on a plane! I know this because my brother in-law is a supervisor! We have to ask ourselves, which hand strokes the other?
Sincerely,
Pissed
Alice
Cupertino,California,
U.S.A.
THEY CLOSED THE CHECK-IN
#8Author of original report
Wed, June 01, 2005
THEY CLOSED THE SELF-SERVICE CHECK-IN 45 MINUTES PRIOR TO THE FLIGHT THAT'S WHAT HAPPENED. I WENT TO AN AA REP RIGHT AWAY AT THAT POINT AND HE FLAT OUT REFUSED TO HELP ME. THEN I PROCEEDED TO WAIT IN LINE FOR 20 MINUTES TO GET STANDBY ON THE NEXT FLIGHT.
BTW AA "RECOMMENDS" ARRIVING 60 MINUTES AHEAD OF TIME FOR DOMESTIC FLIGHTS W/O BAGGAGE CHECK, NOT 2 HOURS. SO BASICALLY YOU HAVE A 15 MINUTE WINDOW OF ERROR BEFORE THEY SLAM THE DOORS ON YOU FOR GOOD. SO IF ANYONE WANTS TO KNOW IF I LEARNED MY LESSON, SURE I LEARNED MY LESSON, LET'S SHOW THE CUSTOMER WHO'S BOSS IN THE AIRLINE BUSINESS. I'M SURE THEY'LL GET A LOT OF PEOPLE TO COME BACK THAT WAY.
I ARRIVED AS A PASSENGER FOR A DOMESTIC FLIGHT WITH NO BAGGAGE TO CHECK IN, OF WHICH THE RECOMMENDED TIME IS 60 MINUTES. IF THEY CLOSE CHECK-IN 45 MINUTES PRIOR TO FLIGHTS AND THEY SAY THAT'S POLICY THAT'S ABSOLUTELY FINE BY ME. ANY BUSINESS' POLICY, IF THEY PUT IT IN WRITING AND MAKE IT CLEAR TO THE GENERAL PUBLIC, SHOULD BE RESPECTED. IF THEY DON'T DO THAT I'M SURE THAT DOESN'T VIOLATE ANY LAWS BUT IT WON'T EARN ANYBODY'S RESPECT EITHER WHEN SOMETHING LIKE THIS HAPPENS TO THEM. TO HAVE THAT "WE CLOSE CHECK-IN AT 45 MINUTES PRIOR TO DEPARTURE TIME POLICY ONLY FOR JFK ON CERTAIN OVERSOLD FLIGHTS" AND NOT ANYWHERE ELSE IS ABSOLUTELY NOT OKAY AND THAT IS NOT WHAT YOU DEFINE AS "POLICY." IT'S AN ARBITRARY THING THEY DO, AND THAT KIND OF INCONSISTENCY IS GOING AGAINST PEOPLE'S EXPECTATIONS FROM TIME TO TIME AND YOU'D GET DISGRUNTLED PASSENGERS LIKE ME AS A RESULT.
ANYWAYS NONE OF THIS FEEDBACK IS GOING TO MAKE ME BELIEVE I DID ANYTHING WRONG. I HAD CLEAR EXPECTATIONS TO BOARD THE FLIGHT AND BELIEVED I DID EVERYTHING RIGHT. I ARRIVED WITH ENOUGH TIME TO NOT CONVENIENCE ANY AA EMPLOYEES OR DELAY ANYTHING. I KNOW THEY SHUT THE DOOR AT THE GATE 10 MINUTES BEFORE THE FLIGHT AND HAVE A HEAD COUNT. BUT AGAIN, I HAD ENOUGH TIME TO GET THERE ABOUT 30 MINUTES PRIOR, WHEN THEY FIRST START BOARDING. THEY JUST DECIDED IT WAS NECESSARY TO CLOSE CHECK-IN AT AN EARLIER TIME THAN MOST OTHER AIRLINE CARRIERS AND EVEN FOR THEMSELVES, BECAUSE I ARRIVED FOR MY FLIGHT TO NEW YORK 30 MINUTES BEFORE TO CHECK IN AND THEY OBVIOUSLY DIDN'T ENFORCE THAT POLICY SINCE I GOT ON WITHOUT A PROBLEM. THIS KIND OF PRACTICE COMPLETELY CAUGHT ME OFF GUARD AND TO SUM IT UP, SCREWED ME OVER ROYALLY.
SO..... THANKS......
Patrick
Gilbert,Arizona,
U.S.A.
The real reason you were denied boarding.
#8Consumer Comment
Tue, May 31, 2005
Alice,
Here's the real reason why AA would not let you board your scheduled flight. Did you know that they closed the doors to the aircraft up to 10 minutes prior to departure time? The reason they do this is so they can get an accurate head count, and the pilots can make the appropriate calculations to ensure a safe flight.
I did not miss the fact that you said you arrived 40 minutes prior to departure, but that since you couldn't use the self check-in (what was the reason?), you had to then wait in line at the ticket counter for 30 minutes. This then put you at the ticket counter 10 minutes prior to departure. There is no way you could have made it to the gate in time. That's why AA refused to give you a boarding pass (and rightly so).
This is why the airlines have a suggested arrival time at the airport up to 2 hours before departure. This is to ensure that you have enough time to check in and get to the gate prior to boarding time. They used to suggest 1 to 1 1/2 hours, but since 9/11, they have suggested 2 hours due to increased security.
Rarely has it taken my family (myself, wife and toddler) longer than 30 minutes to get from the curb to the gate. However, I still always arrive 2 hours prior to departure to allow for any snags along the way.
The only requirement airlines have regarding check-in is that you be at the gate prior to the doors being closed (about 10 minutes as I said). So I don't see where AA was wrong in this situation. You were late as they stated.
I'm sorry, but your demands for a refund will surely fall on deaf ears.
Alice
Cupertino,California,
U.S.A.
YOU GUYS OBVIOUSLY WALK LIKE SNAILS
#8Author of original report
Tue, May 31, 2005
THANKS FOR THE HELPFUL UNABUSIVE FEEDBACK EVERYBODY! LIKE I WASN'T THERE DURING 9/11 AND DIDN'T HAVE ENOUGH EXPERIENCE FLYING IN THE PAST 10 YEARS TO KNOW WHAT'S ENOUGH TIME BEFORE DURING AND AFTER THAT EVENT.
FOR YOUR INFO EVEN AT JFK I WALKED THROUGH SECURITY ABOUT 3 TIMES AND EACH TIME TOOK AT MOST 5 MINUTES EVEN WHEN I GOT SELECTED FOR A SEARCH. IT TAKES 10 MINUTES TO GET TO MY BOARDING GATE, EVERY TIME, EVERY AIRPORT I'VE BEEN IN.
YOU GUYS EITHER TAKE 2 HOURS TO WALK THROUGH SECURITY TO YOUR BOARDING GATES AND A THOUSAND PIECES OF LUGGAGE OR YOU'RE JUST LITTLE HYPOCRITES WITH NOTHING TO DO BUT TO READ PEOPLE'S POSTS AND TRY TO FEEL BETTER ABOUT YOURSELF BASHING THEM.
IN MY PAST EXPERIENCE EVEN THOUGH I'M RUNNING LATE MOST AIRLINES WILL TRY TO ACCOMODATE SOMEONE IF THEY CAN PHYSICALLY MAKE THEIR FLIGHT WITHOUT ANY INCONVENIENCE TO THE AIRLINE EMPLOYEES.
BUT THIS TIME THEY MADE ME MISS MY FLIGHT WHEN I HAD PLENTY OF TIME TO DO EVERYTHING. THANKS FOR ALL YOUR HELPFUL FEEDBACK THOUGH IT REALLY MADE ME LEARN MY LESSON LOSERS~!! ~~~
Stacey
Dallas,Texas,
U.S.A.
Boo h*o - they could care less about your disregard for company policy
#8Consumer Comment
Mon, May 30, 2005
Guess 9/11 taught you nothing - American Airlines is one of the biggest carriers in the United States - they could care less about your disregard for company policy AND for the safety of all individuals who fly - Get a life and from now on learn to follow the rules
Hey Cory!
Cory
San Antonio,Texas,
U.S.A.
If your attitude at the airport was anything like your post, AA's reaction doesn't surprise me in the least.
#8Consumer Comment
Sun, May 29, 2005
Alice is special. The rules and regulations everyone else lives by don't apply to Alice. "NEGLECTFUL"=Failure to arrive at the airport in a timely manner. I like the part where you write "AA suggests(for the common folk) a 60 minute check-in...but nowhere does it REQUIRE". Special Alice has determined that "40 minutes is more than sufficient, for Special Alice to go through security and arrive at the gate to be boarded on "MY PRE-DETERMINED SEAT". Your time frame doesn't add up. If your attitude at the airport was anything like your post, AA's reaction doesn't surprise me in the least. They have to deal with pompous asses all the time. Watch "Airline" on A&E on Monday nights, they show people like you all the time.
Rob
Royal Oak,Michigan,
U.S.A.
Everyone knows you should be there 2 hours before
#8Consumer Comment
Sat, May 28, 2005
Yeah, this historical event took place a few years back...it's called 9/11...ever hear of it?
40 minutes is not enough time, especially in New York...duhhh. Moron.