The airline industry is incredibly complex, and airlines deserve a lot of credit for how well they function, all things considered. However, sometimes you have a customer service interaction that makes you wonder what someone’s deal is, and that makes the DMV look like a Four Seasons, by comparison. Well, I just had one of those…
In this post:
My weird American check-in experience at JFK
I was recently taking an American flight out of JFK (after landing from Tokyo in Japan Airlines’ A350 business class). I had forgotten to change my frequent flyer number from American AAdvantage to British Airways Executive Club, but had already checked in. So I went up to one of the self-service kiosks to do that, but the kiosk wouldn’t let me change the number.
Therefore I went to the priority check-in area (not Flagship First Check-In, just to be clear) — which I was entitled to use, both based on being confirmed in first class, plus being an Executive Platinum member.
The check-in area had one of those line “guards,” who is supposed to point you in the correct direction. Our conversation went something like this:
Me: “Hi, I’m in first class, but I just need to see an agent to change the frequent flyer number on my booking.”
Employee: “You have to use one of those kiosks.” (he pointed to the bag drop kiosks)
Me: “I actually just tried to use a kiosk, and it wouldn’t let me do it, so I need to see an agent, please.”
Employee: “Then you have to see an employee in that area.”
Me: “Sir, that’s the bag drop area. Sorry I if I wasn’t clear, but I’m in first class, so I’d like to see an agent here.”
Employee: “Then you have to go to check-in zone three.”
Me: “I don’t understand, isn’t that the economy check-in area? Why can’t I use this area, I’m in first class?”
Employee: “Go see that guy over there, you need to use those kiosks” (he pointed to the person supervising the bag drop kiosks)
I had no clue what this guy’s deal was, but I played along. So I went up to the other employee (who was very nice). I explained that I had already tried to use a kiosk unsuccessfully, but said I’d do so again, just so he could see it. He watched me go through the process of trying to change my frequent flyer number on the kiosk, and he agreed with me that it didn’t work. He said I should go back to exactly where I previously was, and see an agent in the first class check-in area.
The line guard was surprised to see me again. At this point the nice guy who was trying to help me yelled over to the line guard saying “he needs to see an agent, he’s right, it’s not working.” The line guard once again said “you can’t go here, you need to go to zone three.” Without saying it, the other guy very much gave his colleague a “WTF is your issue” look.
At this point I politely confronted this guy (and to give myself some credit, I’m good at controlling my emotions when I’m frustrated in customer service interactions, because I have a lot of practice over the years). 😉
Me: “Sir, I don’t understand why you’re giving me such a hard time. I am in first class, and I should be able to use the first class check-in area. What am I not understanding?”
Employee: “I’m just doing my job.”
Me: “But you’re not. I am in first class, and should be able to see a priority check-in agent. Instead you’re directing me to the bag drop area and to the economy check-in area.”
At this point he yelled over to one of the people working the priority check-in area, and said “he’s trying to change his frequent flyer number and he says the kiosk won’t do it.”
She responded “no problem, just have him come over here.” The priority check-in agent was of course lovely, and solved my problem in less than a minute. The wild part here is that there wasn’t even a wait in this check-in area, so it’s not like he was trying to control the length of the queue.
I don’t even understand what happened here
I’d like to think that I have reasonable expectations of service at US airlines. Most airline labor groups work really hard, don’t make that much, and deal with the wrath of the traveling public. That being said, sometimes you have an interaction that makes you wonder if you’re just on a different planet.
In the case of this guy, he has one primary job — he’s supposed to direct people in the correct direction. Now, he’s the first airline employee that most premium customers visiting the check-in facility will interact with, so ideally he’d also be friendly and welcoming, but maybe that’s a step too far.
But I honestly don’t remember the last time I’ve interacted with an airline employee who just had such bizarre disregard for what a customer was saying. Let me be clear, there was nothing lost in translation here, and I’m not omitting any details.
I repeatedly told him I was in first class and needed help with something, and he directed me to bag drop kiosks (when I already told him that didn’t solve my issue) and even to the economy check-in area. And then when his colleague told him to let me see an agent, he still argued.
I’m trying to come up with any possible explanation for why he acted the way he did… but I’m coming up with nothing. Why did he make his life harder than it had to be? He could’ve just said “welcome,” and that would’ve been the end of it…
Bottom line
I’m a frequent American flyer, so it’s unusual for me to be fazed by a negative customer service interaction. An exception was while recently trying to go to the priority check-in area at JFK, where the line “guard” kept trying to reject me for reasons I couldn’t figure out. I’ve never had an interaction quite like this before, and I’m still not sure I can make sense of why he was so insistent, and why he had such an attitude.
You should probably write this person up.
I am Ann American Frequent Flyer and wrote up a rude flight attendant.
I received an apology from American Airlines .
This reminds me of the security line gestapo woman at Amsterdam Schiphol Airport Departures 3. You come up the security line escalator and there's the general sign and the Priority/First/Business line. That's where she stands. Multiple times I've witnessed her turn people away because they don't "look" like first/business. I was traveling with my aged mother. She had a printed Boarding pass, mine was on my phone. Clearly said Turkish Business and she wanted to...
This reminds me of the security line gestapo woman at Amsterdam Schiphol Airport Departures 3. You come up the security line escalator and there's the general sign and the Priority/First/Business line. That's where she stands. Multiple times I've witnessed her turn people away because they don't "look" like first/business. I was traveling with my aged mother. She had a printed Boarding pass, mine was on my phone. Clearly said Turkish Business and she wanted to send me to economy line. Another time a family was traveling ahead of me. Husband was in gym attire and she refused to believe he was worthy of the Priority line. Wife gets upset and says "who are you to judge" to which Gestapo said she had the power to send all of them to the regular line. I shook my head and when it was my turn to be boarding pass checked she said she saw me shake my head earlier and that she could send me in the other line too ....
HELLO...you are all in CUSTOMER SERVICE !!!!!
Never expect any service in US, never forget to tip in US.
New York, American Airlines... can't say this is surprising.
That's a really terrible experience.
> I had forgotten to change my frequent flyer number from American AAdvantage to British Airways Executive Club
Yes, you didn't do your part, YOU were incompetent, and you expect AA to supply you with a heavy that was more competent who would help you fix it. They didn't. They gave you typical AA@JFK which is barely able to breathe.
Probably at some point you shouldn't view this as "victim-blaming"...
That's a really terrible experience.
> I had forgotten to change my frequent flyer number from American AAdvantage to British Airways Executive Club
Yes, you didn't do your part, YOU were incompetent, and you expect AA to supply you with a heavy that was more competent who would help you fix it. They didn't. They gave you typical AA@JFK which is barely able to breathe.
Probably at some point you shouldn't view this as "victim-blaming" as much as "the system has become so messed up you can't drop a crossed T or dotted I and expect things to go well."
It didn't. My sympathies for your experience. My utter disgust you wasted this huge post without anything other than a gloss-over that you caused it.
"Ehud" is an idiot, and based on that name I can assume where from. Ben didn't cause the employee to behave rudely and to be stupid and ignorant. Mistakes happen, and Ben is clearly more conscientious than most. It was (or should've been) a simple fix. That's what the employees are there for! Otherwise the passengers would just run the airline and fly the airplanes themselves.
No need for you to be rude to and troll this person either.
To me it's pretty clear what's going on. He was nasty and he didn't like you. Airline employees come in all shapes, sizes and moods. Similar thing once happened to me in Bahrain airport. I, like you, asked very politely where the connecting bus service was to Saudi Arabia (having flown in from LHR), and the guy at the information desk went out of his way to give me the wrong information. He was eventually...
To me it's pretty clear what's going on. He was nasty and he didn't like you. Airline employees come in all shapes, sizes and moods. Similar thing once happened to me in Bahrain airport. I, like you, asked very politely where the connecting bus service was to Saudi Arabia (having flown in from LHR), and the guy at the information desk went out of his way to give me the wrong information. He was eventually busted when, having gone all over the airport for about an hour and about to miss my connecting bus, I was directed right back to him and he had, of course, known, all along where it was and was forced to tell me. Don't assume everyone is nice just because you are.
“Never attribute to malice that what is adequately explained by incompetence.”
This is sometimes mistakenly attributed to Napoleon, but in truth it is a slightly modified version of Hanlon’s Razor. I just prefer “incompetence” over the original “stupidity” and there is a lot of that going around among North American airlines these days.
From overbearing ground staff to cabin and flight crews, who do not know what their true responsibility and authority* is to aggressive...
“Never attribute to malice that what is adequately explained by incompetence.”
This is sometimes mistakenly attributed to Napoleon, but in truth it is a slightly modified version of Hanlon’s Razor. I just prefer “incompetence” over the original “stupidity” and there is a lot of that going around among North American airlines these days.
From overbearing ground staff to cabin and flight crews, who do not know what their true responsibility and authority* is to aggressive and imbecilic passengers.
Flying in North America has lost a lot of civility and “service” seems to have become an alien concept for among airlines.
* When I was a captain for an international air carrier we had very specific rules when I (and not any cabin crew) could offload a passenger in case of endangerment of crew, aircraft or passengers.
I used to be an agent with AA. I loved helping people and could change your FF number and reprint your boarding pass with your number on it in a hot second. It sounds like you may have met someone with a new position, which is a Customer Service Representative and not a Customer Service Agent. I doubt CSRs are as well versed as we (the CSAs) were in reservations and ticketing and simply get...
I used to be an agent with AA. I loved helping people and could change your FF number and reprint your boarding pass with your number on it in a hot second. It sounds like you may have met someone with a new position, which is a Customer Service Representative and not a Customer Service Agent. I doubt CSRs are as well versed as we (the CSAs) were in reservations and ticketing and simply get perfunctory training on helping people use the kiosks, so he may not have known how easy it is to do what you were wanting. He sounds like he was also a line nazi who gets a thrill out of telling people no. At JFK, you rarely get the sharpest knives in the drawer (in expensive cities, smart people clamor for better paying jobs), and it almost always shows.
Customers should not be expected to differentiate between Customer Service Representatives and Customer Service Agents as long as they wear the carriers uniform.
Besides, both job titles include “Passenger Service”.
It's simple. The AA employee is just another trash American employee who is an asshole, has a chip on his shoulder, and probably is a DEI hire that has no business being in a customer-facing job to begin with. By the way, Ben, the worst thing about this article is that in your explanation, you bend over backwards to make apologies and excuses for bad employee behavior, such as pitying them because they "probably have...
It's simple. The AA employee is just another trash American employee who is an asshole, has a chip on his shoulder, and probably is a DEI hire that has no business being in a customer-facing job to begin with. By the way, Ben, the worst thing about this article is that in your explanation, you bend over backwards to make apologies and excuses for bad employee behavior, such as pitying them because they "probably have to deal with the wrath of the traveling public" and "don't make that much money." The bottom line is that 99.999% of the time it's the employees fault, not the traveling public's. As a case in point, you just traveled to Japan, where the airline employees are also dealing with the traveling public and getting paid similarly, yet the service is exceptional. Stop making excuses for crappy employees! They're there to serve the customers, not the other way around. They can either do their job politely and correctly or be gone! I hope you wrote an email to AA's CEO about this!
I am happy AA finally recognize who redeemed points for their ticket and sent them to a separate check-in
It's at JFK. It's the culture, I don't need to elaborate - except to say it probably would've been worse at EWR.
My weird intro to EWR some years ago: stepped off the plane into a decrepit terminal. Walking to baggage claim. To my left, a small ceiling panel drops onto the floor(!)...kept walking...to my right a couple start throwing punches at a food outlet(!!)...kept walking...again to my right, the stench from a blocked lav overpowers the concourse(!!!)...kept walking....reached baggage claim....someone is yelling at the top of their voice like a lunatic to avoid the scammers and...
My weird intro to EWR some years ago: stepped off the plane into a decrepit terminal. Walking to baggage claim. To my left, a small ceiling panel drops onto the floor(!)...kept walking...to my right a couple start throwing punches at a food outlet(!!)...kept walking...again to my right, the stench from a blocked lav overpowers the concourse(!!!)...kept walking....reached baggage claim....someone is yelling at the top of their voice like a lunatic to avoid the scammers and taxi touts(!!!!)...pick up bag...another voice comes on....the airport train is not working today....by now I am completely exhausted and revolted by EWR. I vow never to return. I have never returned after 11 years and counting.
By the way.... How was your lovely experience at New York TSA lines... The TSA loves to YELL at everybody, over and over and over again, with minimal instruction, signage or directions. (Not that 90 percent of the traveling public would read it or understand it).
Having said that... I have sensed at a few airports, that people have begun to really push back, and some of the absolute screaming and yelling by TSA workers is diminished.
Why are you surprised ?
1. Its American Airlines, and like most of the domestic airlines, the staff have little training, cannot critically think and are told "to follow a script"
2. Its JFK Airport in New York.. enough said
3. What you explained to him made no sense, based on the script he was told to follow. The fact you had a first class ticket in your hand should have been your...
Why are you surprised ?
1. Its American Airlines, and like most of the domestic airlines, the staff have little training, cannot critically think and are told "to follow a script"
2. Its JFK Airport in New York.. enough said
3. What you explained to him made no sense, based on the script he was told to follow. The fact you had a first class ticket in your hand should have been your pass to get through.
4. The guy is an IDIOT and has no business working for any airline.
The US is in a downward death spiral of zero customer service, and the country is filled with morons..... I am not being "anti-American" but this slow drip drip drip of a nation of stupid people continues.....
AA’s loathsome customer service is everywhere, at check in, at the gate and on board. I had the same issue when I flew my parents First Class on AA to CLT from TPA. On the return flight back to TPA my father required a wheelchair which was in the reservation. We approached the FC check in where the lovely AA agent scolded the wheelchair person by saying “what is that wheelchair doing in my First...
AA’s loathsome customer service is everywhere, at check in, at the gate and on board. I had the same issue when I flew my parents First Class on AA to CLT from TPA. On the return flight back to TPA my father required a wheelchair which was in the reservation. We approached the FC check in where the lovely AA agent scolded the wheelchair person by saying “what is that wheelchair doing in my First Class line?!” Where there were no others on line. I had to check my emotions so as not to upset my folks so, I explained calmly to her my parents are in the FC cabin and she couldn’t have cared less and told me I needed to use the wheelchair check in. I said “let me say it again they are in FC and they will be checked in here” where she relented without attitude. I promptly sent a message to AA where I received a call not to apologize but, to make sure I wasn’t going to file some ADA lawsuit. That’s what they were concerned about not to apologize for some power hungry woman who treated a FC passenger in a wheelchair.
I’ll spare the other two “customer service events” I experienced. Suffice it to say I qualified for CK after these three events with AA and I told them not to expect me on one AA to use the “benefits.” Much happier flying UA being treated like a meaningful paying customer on my way to GS with them.
AA is Spirit Airlines of the mainline carriers.
Maybe he’d heard about you taking your kid in J? Haha jkjk
I can explain. American Airlines hires the lowest denominator for many positions and Customer Service or Transactional Analysis Training was blown off the training agenda in 1995 - likely never to return. American Airlines sets their employees up for a battle with the customer in many cases. The only hope is a full on leadership evolution.
Some people just need to learn a lesson. Maybe unemployment would make them change their tune.
Again….i would walk rather than fly American Airlines. I get that you are in MIA. But this airline has been in a race to the garbage bin for 30 years. A Spirit/ American merger would be perfect.
Brad - The fact that Ben is at American Airlines hub in Miami is the least of his problems.... he is in anarchy, chaotic, horrible Miami....
*anarchic ;)
It all went downhill after Crandall left. The ship was never as tightly run after that.
Part of the challenge is the abruptness of the NE US culture. Had similar issues at EWR and PHL as well as NY-based FA crews.
Typical power tripping New Yorker
Honestly, I would have found a supervisor and turned this into a teachable moment for this employee. Not to get them in trouble, but to help them learn to do a better job!
This guy has a promising future in the AA Executive Suite. Please have him dm me.
I don’t understand why you didn’t use the Flagship First check in? Seems like you set yourself up to be frustrated.
Oh .. true story
Last Aug. i forgot to switch my AA FFP no. To QRPC until after dep.
AA acct was credited for the outbound & QRPC inbound.
Wrote to AA & they very graciously reversed and credited the miles to QRPC
It was a codeshare flight from CGK DOH JFK (AA / QR).
Allow me to explain:
1. AA First Class in the air, budget experience on ground - cost cuts by airline
2. Min. Wage airport worker
3. No training / minimal at best
4. Low wage workers tend not to think while doing their job
5. All pax are the same TO ALL low wage workers, even FCL
You’re welcome :)
As an airline employee myself, I think the problem here is the increasing reliance on scripts for training. These people are then completely unable to function if you aren't following the script yourself. Happens most often with overseas call center employees who don't seem capable of actually listening to what the customer is saying, but is starting to happen more and more and airport counters as well.
Isn't it against the contract of carriage on AA to swap out your number once you've received AAdvantage benefits on the reservation? As in any preferred seat assignment.
Or do you only do this when booked in revenue first class / paid upgrade?
The AA employee probably thought you were just an airline employee getting a free flight.
No big deal.
Let it go……..
"Since I didn't video record the interaction (which would've been a violation of the employee's privacy),...."
Why would recording an encounter that occurred in a public space be a violation of an employee's privacy? Privacy involves an expectation that an activity is, actually, private. Activities in public spaces are not, by their very presence in public, ones where there is any expectation of privacy.
Only in yankeedoodle land. In Europe there are strict privacy regulations and in many countries it’s prohibited without express permission of the individual
Moreover it is also considered as a breach of GDPR under Personal Data. Consent must be documented and individuals have the right for it to be erased.
Was this a DEI hire?
No it wasn’t. DEI is new. NYC has been like this forever.
oh ok. Roger that. New York is another animal
You must hate seeing anyone who isn't a White heterosexual Christian male being hired.
well, I am reading Lucky's blog, and he definitely isn't straight...
Do you have any other hot takes apart from this boring one about DEI?
@Lieflat19. Why do you care whether the employee was, as you put it ‘a DEI hire’? Would it pre-judge your thought process?
Just wondering
He may have made it more difficult than it should, as its not always easy when you are communicating at different levels – ground level to entitled level. I know my wife would give me a side look if I kept emphasizing "I'm flying in first class" to a ground crew.
I’m sorry to say this, but this sounds like a fairly typical New Yorker attitude. The guy probably got yelled at for being lazy and not doing his job so his passive aggressive response is to “over perform” regardless of how many customers he pisses off. That’s actually the point for him. You did great but an alternative is to confront him exactly the way a knowledgeable New Yorker would. Loud, sarcastic, and in his...
I’m sorry to say this, but this sounds like a fairly typical New Yorker attitude. The guy probably got yelled at for being lazy and not doing his job so his passive aggressive response is to “over perform” regardless of how many customers he pisses off. That’s actually the point for him. You did great but an alternative is to confront him exactly the way a knowledgeable New Yorker would. Loud, sarcastic, and in his face. He’d probably smile knowing you’d caught him and back down.
There are 2 types of New Yorkers. One is the loud type you describe. They’re low class and couldn’t make it in the wealthiest, most economically opportunity rich city in the world.
The other type of New Yorker is extremely high class and would act unfailingly polite at all times. Confronted with a situation of not being able to access the First Class check-in, they would say Understood, have a nice day, then walk over...
There are 2 types of New Yorkers. One is the loud type you describe. They’re low class and couldn’t make it in the wealthiest, most economically opportunity rich city in the world.
The other type of New Yorker is extremely high class and would act unfailingly polite at all times. Confronted with a situation of not being able to access the First Class check-in, they would say Understood, have a nice day, then walk over to Economy check-in. It’s a bummer, but the lesson here is to pick your battles. By maintaining decorum at all times you increase your chance of being an extremely high income, high net worth individual such as a partner at Paul, Weiss, for whom the Economy check-in line is just a speed bump.
This is the problem when you have uneducated, poorly motivated, and poorly paid employees who are expected to provide customer service. You get what the airline pays for.
He was actually doing his job which is to give a hard time to customers since customer service is no longer a word in the American dictionary. Whatever they can do to make your life more difficult they will do it.
As a Platimum AA card holder I was at the executive (not the Admiral’s Club) airport lounge in Milan and showed my card to enter and was told only Gold Card Holders could enter. I explained to the woman there that Platinum was higher than gold. But she must be the only female who didn’t know this. I asked that she call her superior, which she did. While her conversation was in Italian I could...
As a Platimum AA card holder I was at the executive (not the Admiral’s Club) airport lounge in Milan and showed my card to enter and was told only Gold Card Holders could enter. I explained to the woman there that Platinum was higher than gold. But she must be the only female who didn’t know this. I asked that she call her superior, which she did. While her conversation was in Italian I could understand and hear her boss telling this woman that Platinum was indeed higher than Gold. We were allowed in. No apology.
Sorry you had to go through that. Customer service doesn’t exist on American Airlines. Which is why I have chosen never to fly on American again.
I'm guessing screener is the lowest tenured, trained, and paid person. Not to excuse your treatment, but I also suspect the screener regularly deals with people wanting and not qualified for that line. And, changing FFN might seem pretty trivial to the untrained. Low quality employees with minimal training thrust into a job with far too many a-hole pax. I wonder if you just said "I'm in F and there's any issue with my reservation"...
I'm guessing screener is the lowest tenured, trained, and paid person. Not to excuse your treatment, but I also suspect the screener regularly deals with people wanting and not qualified for that line. And, changing FFN might seem pretty trivial to the untrained. Low quality employees with minimal training thrust into a job with far too many a-hole pax. I wonder if you just said "I'm in F and there's any issue with my reservation" would have been easier for him. Again, not justifying your treatment
Next time something like this happens, ask : Are you Tim Dunn?
Maybe the one working there is either Tim Dunn trying to get you to fly Delta or VT-CIE trying to get you to fly COPA.
Because you can either fly an 'allegedly' premium airline or you can "visualise yourself flying Qsuites or Air France or JAL or something of that kind! ;)"
“I’m in first class”
“I’m in first class”
“I’m in first class”
You’re also flying American domestic…..get a clue for goodness sake.
That's not the correct hint.
It's "I'm Eric Adams".
This is very obvious if you're flying TK.
For the record, I am a New Yorker and I support Eric Adams. I considered running for Mayor if Adams does not but I was recently upgraded TATL by LH, I really do not want to be charged with the crime.
Get reading comprehension skills for goodness sake
He wasn't trying to access Flagship First check-in (and even if he was, he would be eligible via showing his OWE status card)
I used to fly AA a lot for both business and vacations. But no more. I'm done with them when there is ANY other option, which there always is!
An Austin Airport AA "manager" convinced me they are completely clueless, they don't have a understanding how to do business. Held on a diverted plane on the ramp for over 4 hours, they lied about the ability to leave to authorities. In person, on phone, it is all awful!
I'm done with AA!
You should come visit Philadelphia airport. Literally every agent I've interacted with, airline and TSA, has been downright rude. They don't care about helping you, they just want to get paid, and if your situation is too complicated for them, they don't bother looking into it and just shoo you away.
Also, you are lucky that the kiosks at least function in JFK. In Philadelphia, literally every AA kiosk has been down for many...
You should come visit Philadelphia airport. Literally every agent I've interacted with, airline and TSA, has been downright rude. They don't care about helping you, they just want to get paid, and if your situation is too complicated for them, they don't bother looking into it and just shoo you away.
Also, you are lucky that the kiosks at least function in JFK. In Philadelphia, literally every AA kiosk has been down for many years, and it doesn't seem like anyone is taking any action to fix it. This means that everyone who has to check bags/print boarding passes has to stand in line and speak with an agent. And there is normally only one agent working the priority lane.
I have also had this same issue of changing my FF number. I normally use the chat feature in the app to do it with a live agent, and more often then not, the agent doesn't know that is a thing, and after I convince them it is, they mess up the FF number and then I have to start from scratch.
The one thing I can commend AA for, however, is operational reliability. This lowers the need to speak with customer service. If you don't check bags, use a mobile boarding pass, and put your FF number in at the time of booking, you can bypass the check-in counter and have a better experience.
Valid! Although the staff at the Admirals Club in PHL are pretty nice!
Not to excuse bad service, but blue collar hiring in NYC is extremely challenging. The city has many lucrative opportunities for people with even a modicum of intellect or people skills. So the leftover labor force that fills low wage jobs is really lousy.
Most cities don’t have anywhere close to the opportunities as NYC offers. So, smart or sociable people in those cities are often employed in frontline labor. Not so in NYC.
I was flying Las Vegas to Los Angeles once and the self service machines were out of order. I went to a check in counter to be told to use the machine.
I asked the agent what the point of her being there and what she proposed I and all the dozen and so other customers with the same issue do.
She clearly didn’t enjoy her job as she tagged my bag and...
I was flying Las Vegas to Los Angeles once and the self service machines were out of order. I went to a check in counter to be told to use the machine.
I asked the agent what the point of her being there and what she proposed I and all the dozen and so other customers with the same issue do.
She clearly didn’t enjoy her job as she tagged my bag and I informed her that thanks to the wonders of WiFi and the internet I was able to tweet a complaint to AA immediately together of pictures of the blue screen machines.
Hmm, it may be the "only changing FF number" was the thing that did not seem important enough. I learned that if I avoid details and just say something short and important (!) I mostly get through the first barrier.
Otherwise, I have met similar customer service and incompetent staff in Europe as well.
Exactly what I would expect from American Airlines which is why I fly them only if I have no other choice.
JFK is the most ghetto airport in the world.
Probably true to someone who has never crossed the Hudson. There is a ghetto there called EWR too.
My favorite line from this article: "I’m a frequent American flyer, so it’s unusual for me to be fazed by a negative customer service interaction."
While I generally find that to be true on planes, but I've had decent experiences with AA personnel in LAX and SFO. What you're experiencing is probably more of a JFK thing than anything else. ;-)
I find a lot of negative reviews of AA come from the East Coast such as JFK, PHL and CLT. I've never had such a bad experience with AA at DFW, LAX and SEA.
The east coast of the US is just such a shithole.
"Customer Service?" "We don't do that here anymore"
Customer Service reps that are assholes
Customer Service reps that have a chip on their shoulder
Customer Service reps that are at best unprofessional and at worst obnoxiously rude.
They can all be found in the US. Very rare in Europe or Asia
> They can all be found in the US. Very rare in Europe or Asia
You sound like someone who has never been to Europe or Asia. This happens everywhere.
This Agent was probably trained to be that incompetent, or another example of an employee that others do not like and make him stand over there and direct traffic. Either way it's Management's fault.
American should just have an employee jail, basically permanent study hall. That's what LA does, with incompetent teachers they can't fire.
I've been fortunate to never have had an issue with the F check-in door guards; worst I've gotten is one guy who was confused at what BA Gold status was, though he wasn't rude about it and after a bit of explaining, he waved me in.
Just echoing a bunch of other comments here about AA JFK ground staff, they are awful. I had a terrible interaction with a gate agent, attempting to stand by on an F award ticket for an earlier flight. When I went to the lounge after being refused and commented in a very friendly way to the lounge agent, she kind of smiled and whispered to me: "we have the worst gate agents here".
I've had similar issues at Flagship check-in in Terminal 8 as an EXP flying to LHR (a qualifying route) on BA, who refused to allow me use of the lane when I said I was an Executive platinum member and only relented once I said I was a one world emerald member...
There are lots of possible reason that this staff member was, umm, remarkable in my opinion.
My money is on substance use. Weed, hangover, etc.
Alternatively, poorly trained and badly supervised. Or burned out beyond caring.
The script should have been,
“I am in first class and need help with my FF number.”
“Welcome, Sir. Joanie at Desk.3 will be right with you, here, let me wheel your bag to her. “
Simple. Informed. Welcoming.
You talkin to me !? Hey ! This guy needs to see an agent !! I know he already tried the kiosk but it didn’t work . OK !! Send him ovah here !!! Forget about it !
AA service at the ticket counter in JFK is certainly bizarre. Came there to just simply check bags for a flight (domestic First and I'm EP) and it still was a shaving cream show.
Just to follow on my previous comment, the rules for Flagship access may be found at:
https://www.aa.com/i18n/plan-travel/extras/flagship-first-check-in.jsp
And, your link points to a page that does show Flagship First check in at JFK. So, your point is?
*does not show
I too had the same problem with AA at JFK. As it was explained to me by the AA Gate Police officer, there’s first class and then there Flagship First (and I suppose long haul business is lumped in there too).
The Flagship line is similar to those traveling Delta One. They are not for the use of domestic first passengers regardless of status. But if you have emerald status with another oneworld carrier then...
I too had the same problem with AA at JFK. As it was explained to me by the AA Gate Police officer, there’s first class and then there Flagship First (and I suppose long haul business is lumped in there too).
The Flagship line is similar to those traveling Delta One. They are not for the use of domestic first passengers regardless of status. But if you have emerald status with another oneworld carrier then you can use the Flagship line. Another reason to give up on AA status and just become BA Gold.
did you not read that Ben said he was not at Flagship checkin?
Sorry. You’re right and I was wrong. Chalk it up to an old man who doesn’t always catch all the words!
Could've; should've just got it changed at the lounge.
He used to work for LH -- that is why he treated you like that.
Decades of cutting educational budgets in the US makes for this kind of zombies who are 'just doing their job' or so they believe. It's the same level as those people standing shouting all the time to 'move on, keep moving!' to the immigration line that's just waiting to see an agent and has absolutely no chance to move on. Just doing their jobs, no incentive to think or apply any knowledge.
Ah, America just loves the poorly educated, right?
I don't think education has any significant causality to zombies.
I've seen so many brainwashed PhD.
And a lot more zombie politicians, AOC?
But in regards to education, politicians want to keep people dumb, so it's much easier to brainwash public with propaganda.
"But in regards to education, politicians want to keep people dumb, so it's much easier to brainwash public with propaganda"
You're right. Especially your politicians.
Petty tyrants everywhere.
Change article title to "My typical interaction with AA employee at JFK....."
I would just ignore him - why even bother with responding to someone like that? If he has a problem he can chase after you.
Welcome to customer service in the United States of America. They'd rather stable their eyeball than be courteous and professional.
Why switch frequent flyer numbers?
@ Christian -- There are benefits to crediting to different programs based on your elite status situation, the perks you're looking for, etc. With American, I always first make bookings with my AA number, since I can easily manage my reservation online that way.
Ah, shenanigans. I see.
I didn't see this mentioned, but did you show your boarding pass or status? Generally, they either ask, or I proactively show this rather than simply stating I have access due to class of travel or status. This is because I imagine they get people who say they are 1st class when they really just mean domestic first.
@ Chris -- I wasn't going to stick my mobile boarding pass in his face, but he never asked for it, and never questioned whether I was in first class. If he had asked, I would have of course shown it.
Had a similar experience at PVG a couple of weeks ago, where a China Eastern’s employee wouldn’t let me access to the Sky Priority check in despite having Elite Plus status. (To be fair, all the other MU staff that I interacted with during my trip were (surprisingly?) very friendly)
AA has some absolutely miserable employees, but my experience is those at JFK are the worst.
Yeah, they can be.
Which one the middle aged Jewish woman or the Puerto Rican who thinks boarding is like transferring inmates to Rikers Island ?
What an unnecessary comment.
You’re right meant to say Jewish mother.
Just as unnecessary.
Ok bubalah. You’re either not a New Yorker or live in Boro Park and seldomly leave the shtetl. Oh my boychic.
I have a sneaky suspicion that you have conveniently left out some key information in an attempt to Tell Your side of the Story. It happens quite regularly and more than likely the Employee wasn't believing you. When you constantly state "I am First Class" with a spice of attitude no doubt, it doesn't mean the Yellow Brick opens up to you. When someone states "I politely said..." it generally means you were rude, loud...
I have a sneaky suspicion that you have conveniently left out some key information in an attempt to Tell Your side of the Story. It happens quite regularly and more than likely the Employee wasn't believing you. When you constantly state "I am First Class" with a spice of attitude no doubt, it doesn't mean the Yellow Brick opens up to you. When someone states "I politely said..." it generally means you were rude, loud and confrontational. More than likely you weren't the nicest Traveller either and this Employee just felt, give him a dose of his own medicine. Words matter and Actions speak even louder. Altered story to suit your agenda.
@ roger -- You're absolutely right that tone and attitude matters. Since I didn't video record the interaction (which would've been a violation of the employee's privacy), I can't prove my version of events. I can only say that it's important to me to treat people in customer service with respect, regardless of how they treat me. I'm very fortunate, and I'm not here to dramatize something for clicks at the expense of a hardworking,...
@ roger -- You're absolutely right that tone and attitude matters. Since I didn't video record the interaction (which would've been a violation of the employee's privacy), I can't prove my version of events. I can only say that it's important to me to treat people in customer service with respect, regardless of how they treat me. I'm very fortunate, and I'm not here to dramatize something for clicks at the expense of a hardworking, frontline employee.
You're of course welcome to be skeptical, and I don't blame you, given how many people do act. I will just say this -- I've been blogging for over 15 years, sharing the stories of my travels. If there's one thing I've learned, it's that if you're rude to others and tell a one-sided version of the story, it will come back to haunt you. That's another reason I go out of my way to be friendly. People can accuse me of all kinds of things, but being rude to frontline airline employees isn't among them.
And honestly, if I did ever lose my cool, I'd own it. I'm only human, and it happens, and I'd have no issues saying "he got the best of me, and I lost my patience." But that wasn't the case here.
@Lucky - Good answer. I don’t know you personally but from your blog you appear to be a nice and respectful guy, which is why I enjoy your blog so much.
So many other aviation bloggers seems to be complete d*** unfortunately
Here was your problem Ben…. You can be nice. But at the same time say thanks… and just head to the queue. Why even keep talking to him. Just ignore. Is not like ignoring a flight attendant. Just my two cents.
Regardless of how the interaction went, was Lucky still not objectively in the right here? And given Lucky has been an AA flyer for years and years now, I can guarantee he's had much more frustrating experiences than this that were resolved without this kind of interaction
Found the rude employee... his name is Roger and he doesn't like taking responsibility for his incompetence.
@ Roger you must have a miserable life where you would even make that kind of comment. Then again, you must be new to OMAAT. Lucky’s longtime readers know that he is not a confrontational type and that he does his best to provide accurate events. Unlike TPG, Lucky would pay for his own flights and hotel rooms rather than accepting them for free from airlines and hotels for ‘media’ representation.
I’ve had the same experience numerous times. I walk around them and ignore them. Complete idiots. I’ve had someone try to yank me out of the queue - and I politely responded touch me and I’m calling the police. Welcome to AA!!!
Welcome back after being to Japan, you must already miss the Japanese hospitality huh?
Maybe the staff didn't get a big enough dog for breakfast (because apparently that's all Americans eat now), maybe he had a bad morning, or maybe he just has a case of little man syndrome where he gets a kick out of it.
Unfortunately a lot of people in the US have a very different mindset about service roles.
Most of them see it more as exercising authority over customers (a la Stanford prison experiment). That's why TSA agents, airport agents, etc. love to power trip. And they rake what's already a highly stressful situation in air travel, and generally just make it worse for everyone.
On the other hand, in Asia, there is proper service culture, where...
Unfortunately a lot of people in the US have a very different mindset about service roles.
Most of them see it more as exercising authority over customers (a la Stanford prison experiment). That's why TSA agents, airport agents, etc. love to power trip. And they rake what's already a highly stressful situation in air travel, and generally just make it worse for everyone.
On the other hand, in Asia, there is proper service culture, where the focus is on actually wanting to help the customer, as they see that as the primary success metric for their jobs.
I wouldn't read too much into it - the old Hanlon's razor (never attribute to malice that which can be adequately explained by stupidity). As you know well, the US does not have a good service culture for a lot of reasons. Personally, I think the primary one is how miserable a lot of people are working these jobs. A lack of sleep and a total disinterest in what's actually going on easily produces results...
I wouldn't read too much into it - the old Hanlon's razor (never attribute to malice that which can be adequately explained by stupidity). As you know well, the US does not have a good service culture for a lot of reasons. Personally, I think the primary one is how miserable a lot of people are working these jobs. A lack of sleep and a total disinterest in what's actually going on easily produces results like this.
I will say that on average, AA employees certainly seem the most grumpy and out of it of the big 3 US airlines.
He is not paid to provide the level of service you expect. And he probably didn't like you very much at that given moment. In my experience this is not just JFK or New York or American Airlines. It's prevalent across the US when it comes to customer facing roles. Under paid, inadequately trained and lack of service mentality. To go through these things with minimal friction, the solution is to try to minimize the...
He is not paid to provide the level of service you expect. And he probably didn't like you very much at that given moment. In my experience this is not just JFK or New York or American Airlines. It's prevalent across the US when it comes to customer facing roles. Under paid, inadequately trained and lack of service mentality. To go through these things with minimal friction, the solution is to try to minimize the need to interact with this layer of customer service at the first place, and in this case, Ben, would you say that you had said too much? Had you simply waited in the line and pretended you didn't speak English, you probably would have had a better chance to get to the counter sooner...
Yeah, I would agree. I don't blame Ben for having a straightforward approach, but in the US I think you have to just play the system to get what you need
Had something similar happen to me. TLDR - AA JFK F checkin door checker staff are a pack of cHunts. Non AA OWE (QF) travelling on AA Dom J (transon to LAX) from JFK. F check in didn’t know non AA/AS OWE have access to F (rudely) sent me to J, J sent me back, F (rudely) sent me back to J, J had to escort me back to F and explain that I do have access. I politely told the F gatekeeper how lucky I am to have competent check in staff back home in Australia.
I have encountered much of the same at DCA. Employees in the checkin area are so aggressive about directing passengers to the self checkin that they should consider careers in time share sales.
I too have had check in transactions where employees were insistent that I wait in line to use the self checkin, only to learn that what I needed to accomplish required an agent. I travel enough to know when my trasnaction requires...
I have encountered much of the same at DCA. Employees in the checkin area are so aggressive about directing passengers to the self checkin that they should consider careers in time share sales.
I too have had check in transactions where employees were insistent that I wait in line to use the self checkin, only to learn that what I needed to accomplish required an agent. I travel enough to know when my trasnaction requires a real agent. These goons need to accept "no".
American employees at DCA checkin are generally hateful and seem to get off on being hostile to customers.
Great point - next time I have one do that to me I shall say "Perhaps you should get a job in Time Share sales rather than Customer Service" :-)
I had a similar strange interaction with the AA check in line police at LAX. I was flying to SYD in J. Due to my EXP status I was entitled to using the Flagship First check in.
Mostly because of the construction mess I had a difficult time locating the curbside entrance and ended up in T5. I asked the AA agent directing the nearly empty queue for directions. She reputedly and instantly said...
I had a similar strange interaction with the AA check in line police at LAX. I was flying to SYD in J. Due to my EXP status I was entitled to using the Flagship First check in.
Mostly because of the construction mess I had a difficult time locating the curbside entrance and ended up in T5. I asked the AA agent directing the nearly empty queue for directions. She reputedly and instantly said I can use the priority check in line here.
I kept reiterating that I just wanted directions to Flagship First check in as I was entitled to use that. She would not relent so I left and finally found it myself. Once there I was happily greeted by the FF agents who indeed had my name on a list and directed me inside to check in.
Overall just makes you wonder what the first agent was trying to accomplish other than to ride a power trip and upset a customer.
It's American. I'd expect nothing less. I miss US Airways every time I'm forced to deal with AA.
Are you sure it was an American employee? It really shouldn't matter but I've found they often have either contractors in those positions (like you know they have their baggage service agents outsourced - they wear AA uniforms but work for usually the same company that pushes wheelchairs) or have employees that are a sub category...
It's American. I'd expect nothing less. I miss US Airways every time I'm forced to deal with AA.
Are you sure it was an American employee? It really shouldn't matter but I've found they often have either contractors in those positions (like you know they have their baggage service agents outsourced - they wear AA uniforms but work for usually the same company that pushes wheelchairs) or have employees that are a sub category of agents who aren't really trained on anything but how to walk someone through the kiosk flow.
I've had times at CLT and MIA and DFW that have baffled me... like at DFW recently where I wanted to change my FF number to my Alaska number (some res agent making a change to ticket changed it to my no-status AA number). I was standing at an actual agent at the counter. "You're in First Class, you must go to the Priority check in." Yeah but can't you do this? "But you are in First Class." There's a line at that counter and I'm facing you here. "But you are in First Class."
He literally had one job :D LOL!
Possibilities:
1. He was recently spoken to about not being aggressive enough in pointing people toward the Kiosks.
2. The quality of employees AA is able to get for what they are willing to pay isn’t sufficient for their needs in this instances.
3. Due to a lack of training and understanding (see #2) he’s making up rules that don’t exist.
This is JFK.. what else can I add to this....
I really feel like this is a case where you should have gotten his name and printed it here...it sounds like he clearly deserves it.
you should have just flashed your BAEC Gold card and gone to the rebranded flagship first check-in for help. the attitude of the line bouncer is absolutely wild
I could have stopped reading as soon as I saw "American Airlines" and "JFK" ;-)
In all seriousness, the NYC area airports have some of the worse airline customer service reps I have encountered, across all airlines. This includes airlines that tend to have friendlier employees elsewhere- I'm talking about AS at EWR and DL at JFK.
Maybe he wants to be on One mile at a time! Thats one way to do it!!!
Sometimes I think certain employees try to ruin their employer or contractor's reputation on purpose. Especially unionized workers.
LOL!!!!!!
It's hard to find good help these days.... Covid ruined everything.
Looks like you don’t fly out of JFk that often. It sounds like a normal interaction for us who fly out of JFK, EWR and PHL. :D