I’d like to think that I have reasonable expectations of customer service when flying with American (it has been my go-to airline for nearly 15 years), but even this caught me off guard…
In this post:
American airport agent has an attitude with me
I’m supposed to fly American first class today from New York LaGuardia (LGA) to Miami (MIA). That has been an adventure in and of itself, but I’ll save those details for a separate post, because OMG what a mess of a day.
Anyway, I had to check a bag today. Rather than going to the priority check-in line, I went to the bag drop area (closest to where I entered the terminal), printed out my bag tag, got in line, and then it was my turn. I presented the American agent with my ID and bag tag, and then the brief interaction went like this:
Me: “Any chance you wouldn’t mind putting a priority tag on the bag, please?”
American agent: “I know how to do my job.”
Me: “Oh, well, thank you.”
Lol… really?!
At first, I almost assumed she was joking with how she said that, and was about to crack a smile, because I can’t imagine talking to a customer that way, when they ask something very politely. Let me be clear — the above is also exactly what I said. I wasn’t demanding and didn’t have an attitude, and if anything, I think I came across as sheepish. I thought I was doing the right thing my reminding her, since I wasn’t in the priority line. But no, there was no smile to be seen.
So I almost wondered if I was being unreasonable. I appreciate that she knows how to do her job… that’s great. But maybe she could understand that not all American employees necessarily do. And if she knows how to do her job, one would hope that this would also entail being polite to customers, but I guess that’s not the part of the training manual she was referencing.
Or maybe I’m on the hook for this. Perhaps I’m delusional for even bothering to ask about my bag having a priority tag, since it’s not like they’re actually handled any differently on American…
Bottom line
While flying American first class and using the standard bag drop lane, I politely asked the check-in agent if she could put a priority tag on my bag. Rather than saying “of course,” she said “I know how to do my job,” and it wasn’t said in a humorous way either.
Unfortunately the above was the most pleasant part of my experience flying with American today…
Was I being unreasonable, or…?
You're not bc when I flew AA all the time I would say they would forget to put the tag on 1 out of 3 times - so I would proactively ask (bc it's a pain to peel those things apart)
UA often even keeps them at the gate. AA I brought my own in case I had to gate check my bag lol
The smart way to handle situations like this is to smile, act distracted, and react like you didn't even absorb what they said as anything abrasive.
Just say (sincerely but distractedly) something like "whats that? oh, awesome, ty so much, have a great one :)" If you can throw in a compliment like "btw I really like your..." even better. That will throw them (and annoy them) so much they won't know what to...
The smart way to handle situations like this is to smile, act distracted, and react like you didn't even absorb what they said as anything abrasive.
Just say (sincerely but distractedly) something like "whats that? oh, awesome, ty so much, have a great one :)" If you can throw in a compliment like "btw I really like your..." even better. That will throw them (and annoy them) so much they won't know what to say. Then immediately walk off and act like you've already immediately forgotten you ever spoke to that person because you have more important things to think about.
That way you get the satisfaction that you were the bigger and nicer person and they don't get the satisfaction of thinking they made me you feel bad. And they maybe realize deep down that they're just an ass. Win, win.
I don’t think this was newsworthy. Was her comment cheeky yes? Did it put a damper on your entire day? Doubtful. I’m willing to extend grace based on how tame the overall interaction was.
This agent wasn’t able to extend grace to the most polite passenger on earth. Reread Ben’s phrasing. There’s literally no more polite way to make the request. And yet he was met with shit treatment. That’s why I say the agent needs to be clocked out cold.
AFAIK, the priority tag itself doesn't actually do anything (unless you're at a small or low-tech airport), it's all handled automatically by the bar code.
Then you say, "No need to worry, sir, the barcode encodes your priority and our system will handle it accordingly, we've unfortunately run out of orange tags."
This employee of American Airlines needs to be clocked out cold. Only then will the agent be motivated to provide anything other than insultingly shit service.
After having worked at the ticket counter & ramp..Priority & Fragile tags were basically placebo theater @ the counter. On the ramp from my observations at my station that had less effect than the 'delay' & 'kick me' tags !! Not that I'm proud of it but we rarely segregated or paid much attention to them. We had other 'priorities', ( like staffing, on time departures & safety )... The only advantage in them might...
After having worked at the ticket counter & ramp..Priority & Fragile tags were basically placebo theater @ the counter. On the ramp from my observations at my station that had less effect than the 'delay' & 'kick me' tags !! Not that I'm proud of it but we rarely segregated or paid much attention to them. We had other 'priorities', ( like staffing, on time departures & safety )... The only advantage in them might be in 'sleightly' (pun intended) distinguishing them from the myriad of similar bags that are MISclaimed by inattentive pax upon reclaiming their checked bags.
One of the reason why my last AA flight was in 2013 is precisely because their staff (agents, customer support and FAs) either don't want to do their job, didn't want to be there or have zero clue on how to do their job.
They should not scream and holler when automated AI replaces them.
Unfortunately, it sometimes seems like for the employees at AA, they're working on a sinking ship. The culture really needs to improve over there. I occasionally fly with AA, but as an Alaska Airlines Elite, the difference is night and day.
Wouldn't have any one with that snotty attitude when I worked there
the only real question is what is the endpoint for AA.
Their employees have alienated so many customers.
They can't compete in the biggest markets.
Their profit margin is the lowest of any US airline - for 15 years.
How much longer can AA survive like this?
As long as they can pre-sell AAdvantage miles for a billion dollars at a chunk.
dumb question but, does anyone know if PRIORITY tags on luggage ACTUALLY are loaded on/off (most pertinently to the customer, OFF or THRU if on a connection with more speed) or is it an urban legend or something in between?
i ask because, ive had many experiences, especially landing in foreign nations, where it hasn’t made a difference and im usually last one standing still at the luggage claim.
dumb question but, does anyone know if
"Every participant gets a medal"
actually means you win.
We're training a whole new generation to be snowflakes.
Priority tags satisfy their entitlement issues. They need it.
Not sure why @Eskimo's answer is so aggressive, it was a good question.
@Rohan, yes generally speaking priority tags do work quite well and consistently domestically. For international it's really hit or miss... but honestly if you have to go through customs anyway does an extra 45 second really mean all that much? By the time you get to baggage claim everyone's stuff will be there anyway.
We found a snowflake.
It's not aggressive. It's what's behind all the propaganda to keep snowflakes in line.
That's why "generally speaking priority tags do work quite well and consistently domestically" for you.
But "For international it's really hit or miss..." because different country has different propaganda priorities. Not all have to keep snowflakes happy.
@Rohan it depends greatly on the airline, and how much pressure and monitoring they put on their ground handling. I mainly fly JAL, and it works everywhere. Part of the reason it works at out stations, there is always a JAL staff member at the belt checking that bags are delivered in the order they are supposed to be, and instant feedback to the ground handling company if they are not.
If I check...
@Rohan it depends greatly on the airline, and how much pressure and monitoring they put on their ground handling. I mainly fly JAL, and it works everywhere. Part of the reason it works at out stations, there is always a JAL staff member at the belt checking that bags are delivered in the order they are supposed to be, and instant feedback to the ground handling company if they are not.
If I check in with AA to connect to JAL long haul, when my bag appears in Tokyo the correct JAL priority tag would have been attached to the bag at the connection point.
But to be honest, the colourful priority tags are basically decorative. And ego boosters for some passengers. The information needed is all in the bar code. So as some people have hinted at, it is far more important that the priority indication is on the luggage itself, than it is to get the colourful streamer attached.
AA has tens of thousands of frontline employees, and those of us who travel with them regularly each have our own estimate of what percentage are just plain unpleasant. Let's call it 8-10% for me. Apologists notwithstanding, it would have taken exactly zero incremental effort for this particular agent to respond with something to the effect of "On it!" or "You got it." But bad apples are bad apples.
Also way less effort to say, “Sorry I can’t.”
Just goes to show when NYers say they’re blunt because they’re efficient and need to save time, they’re lying.
So I agree with Ben that it was an unprofessional interaction, but also…
So what?
An agent at a busy airport, whose day may have been as bad as yours or worse (I have a gut feeling most of your issues fall into the first world bucket) reacted unprofessionally. Can happen to all of us, most definitely happened to me.
You were not really disadvantaged or anything - not quite worthy of...
So I agree with Ben that it was an unprofessional interaction, but also…
So what?
An agent at a busy airport, whose day may have been as bad as yours or worse (I have a gut feeling most of your issues fall into the first world bucket) reacted unprofessionally. Can happen to all of us, most definitely happened to me.
You were not really disadvantaged or anything - not quite worthy of a blog post if you ask me
And again - I am not justifying the agent. Just showing some understanding. She may have checked in 200 bags that day, with 150 of them coming with people making special requests…
I think all this luxury travel business can blind us to the fact that “service” is actually people like us, and we are not (I repeat NOT) the center of the universe.
No, let's not play victim olympics and instead let's insist on higher standards.
Good start that you agree the interaction was unprofessional.
In very polite cultures like Japan the interaction would be shameful. In America it's not. Let's try to be more like Japan.
Disrespect is disrespect, whether it comes from a boss, service worker, or stranger on the street. My sympathy for underpaid and overworked employees goes out the window when they start to treat me in a way I wouldn't accept from anyone, let alone someone who's job it is to provide me with a service.
Unfortunately it’s responses like this that baffles me. It shouldn’t matter how many bags you tagged, special requests you got or first world people you dealt with, IF YOU CHOOSE TO BE IN CUSTOMER SERVICE, YOU MUST UPHOLD STANDARDS OF CUSTOMER SERVICE! If you get upset easily, then kindly ask your boss to move positions. Those type of people are why customers CHOOSE to take their business elsewhere. You work for a company that takes...
Unfortunately it’s responses like this that baffles me. It shouldn’t matter how many bags you tagged, special requests you got or first world people you dealt with, IF YOU CHOOSE TO BE IN CUSTOMER SERVICE, YOU MUST UPHOLD STANDARDS OF CUSTOMER SERVICE! If you get upset easily, then kindly ask your boss to move positions. Those type of people are why customers CHOOSE to take their business elsewhere. You work for a company that takes money deals with people and you should be held accountable. The agent could’ve easily just said, “Sure, I will”. That’s shorter than what they actually said!!
@Dre
The good ones who choose to be in customer service got deported.
They were only good because you couldn't understand what pendejo meant when they told you that...
Exactly! The self-flagellation on these sites is mind boggling.
I have frequently had to deal with rude AA flight and desk staff on international flights, more than any other airline. I've never flown them in the US domestically.
Winters, not wishing to offend, but why do you fly AA internationally if the staff are so deplorable?
I fly One World and Star Alliance, and occasionally they have been the only reasonable option.
You know you are flying American Airlines when ....
1) The employee gives you flashbacks of why you filed for divorce.
2) During take off, you have to pedal ..... really, really, fast.
3) During the safety briefing, you are reminded that during a water emergency the life vest are located under your seat, and to access it, simply swipe your credit card.
4) If the flight attendants cannot help you...
You know you are flying American Airlines when ....
1) The employee gives you flashbacks of why you filed for divorce.
2) During take off, you have to pedal ..... really, really, fast.
3) During the safety briefing, you are reminded that during a water emergency the life vest are located under your seat, and to access it, simply swipe your credit card.
4) If the flight attendants cannot help you with a request, they promise not to return until they find someone who can.
Excellent post Don, thank you for making me laugh.
I would mark your post helpful if only the tickbox was working.
Just a bad day, we all have them just unfortunate that the person demonstrated an unprofessional interaction with a high profile blogger.
I want to point out Ben has posted on this blog literally every day for 17 years and there’s never been a bad day.
Because good people don’t take their bad days out on others.
100% this.
You seem to be taking it out on Gary.
In my experience with AAmerican, a PRIORITY tag means it will be last off.
Is it possible this person was having a bad day and doesn't always act like this? This country is so broken. Do we not have grace for people anymore? Don't answer that. I know the answer.
Sorry NSS, one must answer if only to completely agree with you. There are those who post only gibberish without any grace or feelings.
This is a customer service professional though, not someone you just incidentally interacted with.
Would you just let it slide if this is how your plumber, your nurse, or your real estate agent replied to a question you asked? Or would you vote with your wallet?
American needs a way to identify and fire those in customer facing rules who have no ability or desire to deliver customer service.
AA would then have very few employees (and none at DCA). The culture of that company is broken.
It’s the moldering ghosts of USAir/U.S. Airways. They should hire a priest and do an exorcism to banish all the bad spirits.
I feel your pain as a DCA based flyer.
The worst of the mainline airlines. This coming from a concierge key.
You are correct, HOWEVER, they're now priced accordingly.
So if the price is right and you can temper your expectations, AA is okay to fly.
I can't say the same for Frontier.
Did the bag tag you printed already have a priority indicator?
If it did - then yes you were out of line. If the tag did have the indicator and I was the agent, I would have simply glared at you and continued on with my duties.
You're a total shithead. No customer is ever out of line for a request as polite as Ben's. A priority indicator isn't the same as the orange priority label.
Glaring at a customer makes you a complete and total shithead
It makes me really upset there are shitheads like you in the world
Language Arps!
You will never be accused of being a Lady or Gentleman, with a mind like yours so grossly expressed in public.
Whatever will your employer think of you by bringing their business into disrepute?
Would you prefer I tell the customer, I know how to do my job instead of glaring?
If bags are scanned prior to being loaded and the tag has this priority indicator already, Ben was out of line with his request. Perhaps the agent was going to do it anyhow and did not need his reminder. It was insulting to the agent.
Insulting to the agent are you f**** serious? The agent is not the paying customer. The customer is.
In any case Ben's phrasing was unbelievably deferential. This agent needed to be clocked out cold.
Let's hope you don't work in a customer facing role
Then the appropriate response is "The bag tag barcode already gives you priority, not to worry."
Was that so hard?
…. and people wonder why AA is so lowly placed in the World Rankings.
If any of the AA management team read Ben article then the appropriate action should be taken.
How readers can support such a poorly performing airline is beyond my comprehension. Perhaps Ben will now consider one of the other carriers to be his “Go to” airline?
So late in London for you.. cough cough.sorry. I meant Atlanta for our little Georgia troll with a bad accent ;)
It’s amazing how much you care about aa and delta for a Brit…
What do you expect, sounds like the problem is you forgot to tip…
The agent s reply is highly deplorable and unprofessional
If the agents attitude is like this
Imagine what sort of reply ir
Response will be coming from agent
If an unruly pax hears her irresponsible
Reply things would have been diff
I mean “PRIORITY” is printed on the tag and when its scanned in the bagroom and planeside the scanner indicates it’s a priority bag, the additional tag is just like a placebo or a way to brag.
@ Ben - Did you ended up adding the priority tag ? At least that would imply that she recognized you were eligible.
I could never work in job dealing with people but I would have responded to you if I was in a good mood with "sure, no problem." If I was in a bad mood, I might give you a look and say something similar like "I know what to do."
I always find it awkward when I have a contractor doing work in my house. I want to keep an eye on them just to...
I could never work in job dealing with people but I would have responded to you if I was in a good mood with "sure, no problem." If I was in a bad mood, I might give you a look and say something similar like "I know what to do."
I always find it awkward when I have a contractor doing work in my house. I want to keep an eye on them just to make sure what we agreed to is getting done but I don't want to be looking over their shoulder all the time since I know I would not like that.
You're just a shithead. Nothing more to it.
You’re a better man than I am. I would have identified her by name in the post.
"Perhaps I’m delusional for even bothering to ask about my bag having a priority tag, since it’s not like they’re actually handled any differently on American…"
LOL. That is exactly what I was thinking.
"I have reasonable expectations of customer service when flying with American" . This statement alone shows that your expectations were unreasonable... :-)
There is a reason why AA is last amongst the "Big 3" in surveys. That ranking was not given, it was earned. While there are very good employees at AA, the odds may not be in your favor.
8/10 on it being genuine. If it was one of those contractors ie: Bags INC. or similar shitty aviation "service" company (who was probably working yesterday at the company's other account as an F9 gate agent) then those odds go to 10/10 on it being a genuine remark.
@ CHRIS -- Wasn't a contract worker, for what it's worth.
Maybe I am naif....but I can´t tell: Did you or did you not get the priority tag stuck on the bag you checked?
Yet Another horrendous example of airline/airport customer service NE US style…. Seen a lot of this unfortunately.
Well you were at LGA. It’s cultural.
Attitude like this is a Miami thing. And a Charlotte thing. And a Philadelphia thing. And a LGA/JFK thing. And, much of the year, it's also an ORD thing.
Agents at DFW, PHX, and LAX are usually more personable, but anything east of the Mississippi is positively ghoulish.
It's New Yawk... fuhgeddaboutit, she knows how to do her job!
Yeah LGA has some weird check in agents. Last time while standing in the priority line, an agent came over and helpfully suggested that we stop by non-priority as there were no customers there. We made our way over to non-priority, which was indeed empty save for one check in employee shooting the breeze with another. We stood there for at least 5 minutes, directly in front of one agent, before she deigned to wrap...
Yeah LGA has some weird check in agents. Last time while standing in the priority line, an agent came over and helpfully suggested that we stop by non-priority as there were no customers there. We made our way over to non-priority, which was indeed empty save for one check in employee shooting the breeze with another. We stood there for at least 5 minutes, directly in front of one agent, before she deigned to wrap up her chat and attend to our bags (shoulda waited out the priority line...)
apologies for the nightmare LGA-MIA, Im sure if that was not the WORST part of your day, any type of mechanical issue OR weather problem would certainly make anyone seek out alternate airlines DL,UA? :) There is absolutely NO EXCUSE for any agent to be an A-hole by saying she knows her job to you. If been in the airline industry for over 30 years, still there. I have no idea why the NE continues to hire idiot...just my opinion.
No, you are not the AH.... Many times that tag matters very little.
“We are not happy until you land, sobbing.”
The weird thing about this Ben, is you are surprised, and yet at Air Canada this would not be news, every Canadian gets treated by Air Canada like that every day
Total nonsense Parnel. If you don’t like AC then don’t fly them.
And fly with …?
Don’t fly….Take a bus!!
What absolute nonsense! Treat frontline employees well and 99% of them will treat you well too.
If you approach a customer service employee with attitude, unfortunately a few will give you attitude back.
Sometimes the problem with American egalitarianism is that people forget their place in society.
She was being genuine. Many American Airlines employees seem to really not understand how to do their jobs
Popcorn is out, time to refresh OMAAT every two hours.
People like that you just have to laugh off. Something wrong in their head and/or their life. It could have been worst. This could have been someone you were trying to get to re-route you. Weather today in Miami was bad. Probably would have shoved you into seat 33B on a LGA/CLT/MIA re-route and told you that's all that is available.
Terrible attitude. American agents can range from phenomenal to this level of rudeness and beyond in my experience. I once almost cried after an exhausting 15 hour journey and then getting berated by one of them for daring to ask them to help me retrieve my lost bag at an admirals club. It's insane. Don't do the job if you're not willing to be professional with customers.
American agents can range from phenomenal to .... phenomenal? Are you a stand up comic?
Not unreasonable at all. The unfortunate lack of accountability for customer facing AA employees is really beginning to show. I’ve encountered many great AA employees over the years but am starting to notice an uptick in customer “unfriendly” staff. Hopefully they have a game plan the counsel these folks.
+1.
I’ve had fantastic experiences with the check in folks at LGA. Chatted with one earlier this year about her 40 years of service. Lovely. And then you get this attitude half the time. It’s not unreasonable - these priority tags may not do much but many times the tags are not put on even if you are in the priority line. Or if you have a group of bags maybe they forget to...
+1.
I’ve had fantastic experiences with the check in folks at LGA. Chatted with one earlier this year about her 40 years of service. Lovely. And then you get this attitude half the time. It’s not unreasonable - these priority tags may not do much but many times the tags are not put on even if you are in the priority line. Or if you have a group of bags maybe they forget to tag one. You politely asked and any answer other than “of course” really isn’t acceptable.
But that’s AA staff. My favorite from this year was thanking someone in the SoHo lounge for bringing me some ordered food and asked if they were having a nice day. She said not really because she was too busy, and then walked away. Um… ok!
Did you say please, and thank you.
How close were you to the 45 minute cut off?
Ben, shut down the comments to this post and write "I know how to do my job"
Total nonsense Parnel. If you don’t like AC then don’t fly them.
@David: you have me confused, granted it isn’t had to do, but help me out to understand.
Bad attitude for sure. But I've learned to give some grace. Idk what people might be going through that day. Nobody is on their game all of the time.
Just imagine that 20 people had asked the same question that day. :-)
Just imagine that 20 people had asked the same question that day. :-)
I probably would have give them the chance to see if they added it, then if they started to take it away without one I would have asked. Give them the chance to get it right even though you probably know half won't.
This answer.
@ Albert -- Just to explain my logic, I know that the priority tag goes between the two "sticky" sides, which is why I said it ahead of time, since I figure it's harder to do after the fact. But yeah, I see where you're coming from.
I was going to say exactly what Albert said. Give the person the chance (BEFORE saying anything) and then if she doesn't put a priority tag on it, THEN you can say something.
BTW - I've done this exact same thing by going to a non-priority area to check my bag. I purposely barely attacht he 2 sticky sides at the very top thereby leaving room to insert the priority tag and then seal...
I was going to say exactly what Albert said. Give the person the chance (BEFORE saying anything) and then if she doesn't put a priority tag on it, THEN you can say something.
BTW - I've done this exact same thing by going to a non-priority area to check my bag. I purposely barely attacht he 2 sticky sides at the very top thereby leaving room to insert the priority tag and then seal it tight. When I forget to do this, I've seen agents tear apart the 2 sticky sides and they're still able to insert a priority tag and re-seal - and the bag always manages to come out last!! LOL.
It's not actually (harder to do after the fact), I expected the same but many times I've checked in at the kiosk and tagged my bag(s) - at the desk, the agent would gently peel apart the bag time and insert the Priority tag...and I've not had to ask or remind. Also, a couple of times, there's also been an agent roaming around the kiosks asking to view BP's and proactively adding the Priority tag to the bags before leaving the kiosk area.
The last paragraph is the real issue, especially when arriving to MIA. It’s as if “priority” means “last” most of the time
Not unreasonable. I've done the same thing (not with AA) and haven't encountered any attitude. And I do think much of the time, the priority bags do come out a bit faster....
I question if baggage handlers in Miami speak English, to know the word "priority"
Who do people who hate the general public work in customer facing roles??!?
Because you don't see "people who hate the general public" that work in the back.
I'm waiting for the follow-up post in which Ben discovers that his bag was tagged for MIA -- Missing In Action.
I don't think you are delusional. You are a paying customer.
The only answer to the question is - "most certainly, sir. Is there anything else I may assist with today" and "thank you for flying with us"