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View Full Version : AA check-in policy question


doober
04-07-2019, 12:55 PM
Hey guys,
Haven't flown on AA in a while but had a question about domestic revenue check-in at the ticket counter with checked bags. My recollection was the cutoff was :45 for domestic and :60 for intl. Showed up @ ticket counter 1:15hr before departure for a SAT-LAX flight this morning to check bags and was told I needed to be there 3hrs before dept time!! and would not make the flight!!! (flight left late anyway due to weather). Was booked on a later flight but still wondered about the 3 hr rule....never heard of that before. :confused:

TIA


thrust
04-07-2019, 01:27 PM
Sounds like a question for AA’s Twitter account, AA.com, or flyertalk.com. Not sure a pilot message board is your best avenue to find an answer- the whole “could you tell me what gate the flight to Topeka leaves from Skipper?” thing.

Could be a rogue agent- seems like there are a lot of those across all airlines.

Name User
04-07-2019, 02:49 PM
Agreed. The twitter handle AmericanAir has a small army of people monitoring it. Three hours prior, to check in? Uh, no.

Straight off the website:

https://www.aa.com/i18n/travel-info/check-in-and-arrival.jsp

Also online contact form:

https://www.aa.com/contact/forms?topic=CR#/

But twitter will get much more visibility.

Please follow up on this so the agent can get reprimanded!! They should not be treating customers like this!

I have personally heard an agent tell a customer that the departure time printed on the boarding pass was takeoff time and they close the door 30 mins prior...


full of luv
04-08-2019, 07:01 AM
Agreed. The twitter handle AmericanAir has a small army of people monitoring it. Three hours prior, to check in? Uh, no.

Straight off the website:

https://www.aa.com/i18n/travel-info/check-in-and-arrival.jsp

Also online contact form:

https://www.aa.com/contact/forms?topic=CR#/

But twitter will get much more visibility.

Please follow up on this so the agent can get reprimanded!! They should not be treating customers like this!

I have personally heard an agent tell a customer that the departure time printed on the boarding pass was takeoff time and they close the door 30 mins prior...

IMHO this is the biggest job Mgmt needs to keep a QA on, because usually there are three sides to a story, side a, b and the truth. But I too have had agents say things that are patently false which does more harm to the brand than many other inconveniences.
I also cringe when the agent couldn't be more rude when a pax comes up an hour before the flight to ask if possible to sit next to friend and the agent rudely dismisses them. Totally understand if not possible, but an empathetic "not possible" has the same result without such a negative experience for the pax.
Many pax follow the rules and may only have one small interaction with staff and if that interaction is rude and surly, well that's the impression they get of the whole company.

OVBIII
04-08-2019, 10:41 AM
IMHO this is the biggest job Mgmt needs to keep a QA on, because usually there are three sides to a story, side a, b and the truth. But I too have had agents say things that are patently false which does more harm to the brand than many other inconveniences.
I also cringe when the agent couldn't be more rude when a pax comes up an hour before the flight to ask if possible to sit next to friend and the agent rudely dismisses them. Totally understand if not possible, but an empathetic "not possible" has the same result without such a negative experience for the pax.
Many pax follow the rules and may only have one small interaction with staff and if that interaction is rude and surly, well that's the impression they get of the whole company.

Very well said

450knotOffice
04-08-2019, 11:30 PM
IMHO this is the biggest job Mgmt needs to keep a QA on, because usually there are three sides to a story, side a, b and the truth. But I too have had agents say things that are patently false which does more harm to the brand than many other inconveniences.
I also cringe when the agent couldn't be more rude when a pax comes up an hour before the flight to ask if possible to sit next to friend and the agent rudely dismisses them. Totally understand if not possible, but an empathetic "not possible" has the same result without such a negative experience for the pax.
Many pax follow the rules and may only have one small interaction with staff and if that interaction is rude and surly, well that's the impression they get of the whole company.

^^^THIS!!

Drives me crazy when our frontline employees are openly rude, condescending, or dismissive toward our passengers - or their fellow employees, for that matter.

Turbine
04-15-2019, 01:31 PM
Curious if SAT is mainline AA agents at the ticket counter and gate, or if that is an envoy station now.

AA has largely contracted out all of their airport services to regionals or even contract companies. With the exception of hubs and large focus cities. This makes a huge difference in the caliber of agents at the airport. At AA it is all about cost now and providing the cheapest labor available.

The envoy agents at DFW in terminal B, as well as ORD are some of the worst and nastiest agents in the system. Not only are many inept at their job, but they have the horrible attitude to go along with it.

Obviously there are a few exceptions but it is a shame what the airport experience has become.

bigtime209
04-15-2019, 04:25 PM
Curious if SAT is mainline AA agents at the ticket counter and gate, or if that is an envoy station now.

AA has largely contracted out all of their airport services to regionals or even contract companies. With the exception of hubs and large focus cities. This makes a huge difference in the caliber of agents at the airport. At AA it is all about cost now and providing the cheapest labor available.

The envoy agents at DFW in terminal B, as well as ORD are some of the worst and nastiest agents in the system. Not only are many inept at their job, but they have the horrible attitude to go along with it.

Obviously there are a few exceptions but it is a shame what the airport experience has become.

Unfortunately, agents with terrible attitudes aren't unique to Envoy/PDT employees. Some of the worst agents I've dealt over the years have been mainline agents in DFW and CLT. Agents and FAs are the frontline employees that the passengers interact with. And the AA brand unfortunately has many bad apples on both sides. Between that and the degradation of inflight products (cramming more rows into 737s, taking seatback entertainment out, etc...) it's no surprise that AA is ranked alongside ULCCs in passenger surveys.

Arado 234
04-17-2019, 03:00 AM
Curious if SAT is mainline AA agents at the ticket counter and gate, or if that is an envoy station now.

AA has largely contracted out all of their airport services to regionals or even contract companies. With the exception of hubs and large focus cities. This makes a huge difference in the caliber of agents at the airport. At AA it is all about cost now and providing the cheapest labor available.

The envoy agents at DFW in terminal B, as well as ORD are some of the worst and nastiest agents in the system. Not only are many inept at their job, but they have the horrible attitude to go along with it.

Obviously there are a few exceptions but it is a shame what the airport experience has become.

Mainline. Hit or miss, I've had several non-rev issues about my son's stroller, so I finally had an agent from another airport print out the rules.

I agree about DFW, but ORD can be a pain, too. PHL is just PHL.

full of luv
04-17-2019, 03:54 AM
I agree about DFW, but ORD can be a pain, too. PHL is just PHL.

Brotherly love and all.......

Good actual Mgmt/leadership can make a difference though. The ATL airport food employees in the 90's seemed to be the rudest on the planet.
The airport mgmt somehow dramatically turned that around (albeit took about a decade) and by 2010 it was remarkably different. It seems to slip over time without dedicated attention.
A few bad attitudes seems to poison the whole experience way more than a few good attitudes.