- Report: #1446003
Complaint Review: American Airlines -
Reported By:
Fernanda -
Piracicaba, Sao Paulo, Brazil
Submitted:
Updated:
-
Author Confirmed
Why?
American Airlines
United States
Web:
www.aa.com
Categories:
Business Rating:
(0)
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American Airlines AA Lack of information about a limit of baggage due to embargo, in addition to the lost of a bag Nationwide
I booked ticket flights about 2 months ago from EUG to VCP for a trip that means my change from the life in US and the back to my country of origin, Brazil. The trip was EUG-LAX, LAX-MIA, MIA-BSB and BSB-VCP. Since the tickets purchase day up to the night before the trip, I have been looking at the website and AA app to see how could I carry all my bags, and only could have the information of prices for additional 3rd, 4th bags and so on, which I should purchase personally at the check in. All I have is in 5 bags, 4 large ones and 1 carry on, and I just have 2 in my hands now, since 2 bags I couldn't even purchase additional room for them in my flight due to an embargo and they are still in US with a friend who fortunately was with me at check in time. The other bag was lost between connections LAX-MIA and after a whole day negotiation between me-AA-Latam they could find the bag and set a day to deliver this for me. Regarding the embargo, I hadn't seen this notification before on the website nor at the app, just on the day of my flight at the check in, which was very embarrassing crying there due to all this odd situation in the middle of a disbelieve, frustration and stress. My flight was the exact day of the begining of the embargo, so I suppose that this note was inserted on website just that day, June 1st 2018. I already messaged AA and they just could say that I should have called AA prior the purchase of tickets to check for personal questions about my trip because they cannot predict specific questions of each customer, besides they sent only a sorry, since that this situation is different and they cannot do anything. Well, I understand that such a basic and crucial information as an embargo (imposing limitation of 2 bags per person with no possibility to additional bags) is not a specific question, and the company supposing that each client must call the company and wait for hours to have basic information about a trip that they just booked is absurd. Customers select the product through information they collect to choose the best option, even more to purchase a very expensive flight for a moving of country. I don't see where I did wrong and all I see is that I am a victim that suffered two big harms and now I need to figure out how to afford an international shipping of 2 bags of 50 lb to my country. I am stressed out and spending too much time on it messaging companies of international moving, mail and personal delivers. I want a retreat for all this harm, because all I wanted was to back home in peace and it did not happen at all.
2 Updates & Rebuttals
Fernanda
Piracicaba,Sao Paulo,
Brazil
Subjectivity
#2Author of original report
Tue, June 05, 2018
Yes, so you consider everything was a fault by the consumer and I am totally wrong. Well, this is YOUR guess. If you will spend calls to every company to have basic important information, this is your option. And yes, I have already passed through situations of spending hours in a air company call. Everything in the world is subjective, however justice comes to try to overcome ambiguities. Your opinion does not affect mine and mine doesn't affects yours, either. I am not here to argue with random people. I just want a retreat from the company. Have a good day.
Robert
Irvine,California,
United States
Why
#3Consumer Comment
Tue, June 05, 2018
Why would you spend about 2 months continually "looking" at the Website, instead of spending a few minutes actually on the phone?
You say you didn't want to spend hours waiting for an answer. Well you didn't even try..how do you know it would have been hours? Of course even if it was hours...how much time did you spend "looking" at their site. How much time have you spent since?
You obviously knew there were some restrictions either in place or about to be put into place. They are right they can not anticipate every question. Of course because it was YOUR question you think it is important, but someone else may not care and wonder why some other "important" piece isn't on their web site. This unfortunatly falls on you.
The other side of this is you did this AFTER you purchased the ticket. Had something like this been an important item for you, this is something you should have confirmed BEFORE you purchased the ticket.
