Questions and Answers

Hi lucky
Long time reader of your blogs and have used your award service ticketing firm too.
Thank you for all that you do for us!

Had a really bad experience this morning at IAH with an AA ticketing agent.
Wondering if I should send the following in?
Please advise

Thanks!

Hi there
I just wanted to let you know the experience I had a few mins ago with one of your ticketing agents.

A small backstory, flew united from mco (my home town) to iah and missed my emirates first class flight from iah to dxb.
In Orlando, the United agent gave me baggage tags all the way till Dubai (mco-iah-dxb) even though united isn’t affiliated with emirates, and no charge for any of the 4 bags we checked in.
Missed my flight on Friday evening, since United had a 2 hr delay in to Houston.
There was no first class availability from IAH, so decided to go to DFW to take an onward connecting flight with emirates on Sunday morning.

I used avios miles to book a flight from IAH to DFW.

The wife and I walked into the airport today morning and immediately saw the first class/business class and priority line.
We got in there, and there was a lady at the counter.
Exchanged pleasantries with hers, and her first response was this line is for first and business only, are you flying on either? I told her I was priority.
Strike one.

I asked if she could give us baggage tags till Dubai (since United had done the same), and she looked at me and spoilt her face.
My wife is looking at me the whole time trying to figure out why she was acting the way she was.
Strike 2.

She said she couldn’t give us baggage tags and we would have to pick our bags from DFW. Fair enough.
She then told us this was an award booking, and next time to use the other line.
Strike 3

When loading all 4 bags, our third bag was 35 pounds and the fourth was 53 pounds.
She loaded the third bag, and wasn’t happy with the 53, and made us remove excess weight into our carry on. Fair enough.
Total charge was $120 for checking in 4 bags.
Keep in mind I have the AA platinum business and personal card and was pretty sure I was allowed one check in bag for the wife and I.
Nothing from her side. Keep in mind I checked in via the AA iPhone app and got our boarding passes through the app, so I’m fairly sure my AA advantage no. was on the reservation.
At this point I figured it was pointless trying to tell her anything since she had formed her opinion about us, and our ‘award booking’.

I don’t even know what I want at this point.

Maybe some tolerance? Some kindness? Something?
This has really turned me off from flying American, and sticking to united and (God forbid) delta.

Thanks
Ahmed N
Aadvantage #: