Complaint procedure for OneWorld emerald

PushkinGosha

I am an Emerald Club member (gold card with BA) and flew domestically in the US this morning with two checked bags, There was only one (extremely rude) employee managing the check-in counter at the airport, and when I tried to check in two bags, he required me to pay fees for each as they were both over 50lbs. This is ludicrous, as emerald status allows for THREE checked bags, and higher weight limits (up to 70lbs free). I tried to explain this to the employee, but he refused to listen and said that if I didn't pay or remove items within three minutes, he would close the check-in counter (I was the last person to check-in for the flights). I insisted he verify with American Airlines, but he rudely refused, as said "you are not travelling in first class, so I don't need to check with anyone, and now you have two minutes". There wasn't even a first class on this route! What an idiot. I also had a third suitcase (a small one inside one of the larger bags), and suggested I simply remove it and check three bags instead (distributing the weight between the three. Again, this arrogant !!! said no.

My question is, how should I best complain? I don't have status through AA, but rather through BA. I have written to AA, but I am wondering if there is a better way to approach the problem (I know from experience that BA, for example, has gone out of their way to help me with issues on account of my airline status with them, but I have no such status directly with AA, just OneWorld).

In my email, I stated I would like compensation for the belongings I had to discard and compensation for the time I've had to spend sorting this out. I also asked that this AA employee be made to write an apology for his behaviour, so that in the future he is aware of the ACTUAL AA policies (not his misinformed assumptions about them), and more importantly, so that he will understand that AA does not condone treating customers this way.

I hope this post does not come across overly reactionary. It's hard to convey the situation as it unfolded over text, but I am usually a pretty easy-going guy and the fact that this upset me so much is saying something. I just don't think I've ever been treated like that by an airline employee, REGARDLESS of my airline status!

richardw

It is unreasonable to expect anyone to handle a bag weighing more than 23kg.

Btw most status card holders know what the telephone number on the back of their card is for.

PushkinGosha

If it's "unreasonable to expect anyone to handle anything over 23kg", then that expectation shouldn't be advertised as a perk of membership (something I pay a lot of money for, FOR THIS SERVICE). Furthermore, clearly the airline thinks it's "reasonable" as long as you pay enough for it, regardless of your status. So if you think it's unfair for the employee, your opinion should be voiced to the airline and not me as a customer, because ANYONE can "expect" that as long as they pay for it, otherwise the airline wouldn't have paying extra for overweight bags as an option (do you think the employee gets extra pay just because he has to handle an overweight bag a customer pays for?). I shouldn't think that requires an explanation on my part, but I guess some people lack pretty basic critical thinking skills.

Furthermore, I very clearly offered to split the weight in three bags, so each would weigh a "reasonable" amount (i.e. 50 lbs or less). This is yet another option I pay a lot of money to have which was illegitimately denied. What do you say to that? If it's unreasonable to handle 51 lbs, but reasonable to handle 50 lbs, I solved the problem for him by offering to make each bag weigh less than 50 lbs. What a joke that you're defending him.

In summary, you cannot fault me for expecting to receive perks I pay a hell of a lot of money for every year (after all, the airline in turn receives a hell of a lot of benefits from that payment otherwise there wouldn't be such a thing as status tiers). My question was to do with the best way to address this issue.

Bottom line: AA agrees, contractually, to allow me to check in multiple bags weighing 70 lbs or less for NO FEE in exchange for my patronage. I pay a lot of money for this service. As a consumer, I should have a right to enforce this contractual arrangement. If the airline cannot honour it, or is unwilling to, it should not offer it. Basic stuff here.

PushkinGosha

Btw, as for "most status holders know what the number on the back of their card is for"... what's your point exactly? Do enlighten me with a useful comment. What should I do with it in this situation? The solution to my problem is to call British Airways to complain to them about American Airlines, when BA was never a party to this transaction?

A rude response deserves a rude reply, richardw. When you pay your phone bill, you expect to be able to make a phone call, don't you? I'm hardly claiming anything revolutionary here. Don't reply to a legitimate question seeking advice on how to deal with what is clearly an unfair situation to me if you are not going to offer constructive advice based on knowledge of how most effectively to resolve this kind of issue. Take your personal vendetta elsewhere, as it's not unreasonable whatsoever for me to expect to receive a service I've, in effect, purchased. Otherwise I wouldn't have purchased that service.

bagand96

I’d have paid what the man asked, kept the receipt and then pursued American Airlines afterwards. And if you draw a blank with them, go to BA who are the ones that have bestowed you with your status.

Youve complained to AA anyway, if you’re not happy with their response then go to BA.

Expecting a written apology from the specific staff member is going to leave you disappointed though...

richardw

Call whoever you pay a hell of a lot of money to and sort it out.

If you are seeking comment from other high level status members, the relevant forum on flyertalk may be a good place to post.

Heliflyguy

Are you sure of your additional baggage allowances?

The Oneworld website appears to show a lower allowance.

What was your domestic allowance, weight or piece?

https://www.oneworld.com/ffp/emerald-privileges

Westin

I hope this post does not come across overly reactionary.

Yes - I am afraid it does. Hopefully now that you have had a rant on here you will feel better though.

I also asked that this AA employee be made to write an apology for his behaviour, so that in the future he is aware of the ACTUAL AA policies (not his misinformed assumptions about them), and more importantly, so that he will understand that AA does not condone treating customers this way.

- Oh please - are you serious? You need to get a life reality check.

..expecting to receive perks I pay a hell of a lot of money for every year

- As you have said, you have no status with AA and you are therefore not paying them a "hell of a lot of money". BA possibly - not AA.

I solved the problem for him by offering to make each bag weigh less than 50 lbs.

- but it sounded like you were checking in with minutes to spare before closure. If you had been at the airport earlier then this might have been an option. With 3 minutes to spare it was not. Your fault on this one.

A rude response deserves a rude reply, richardw. When you pay your phone bill, you expect to be able to make a phone call, don't you? I'm hardly claiming anything revolutionary here. Don't reply to a legitimate question seeking advice on how to deal with what is clearly an unfair situation to me if you are not going to offer constructive advice based on knowledge of how most effectively to resolve this kind of issue. Take your personal vendetta elsewhere, as it's not unreasonable whatsoever for me to expect to receive a service I've, in effect, purchased. Otherwise I wouldn't have purchased that service

.

- From this comment you come over as a DYKWIA and I can see perhaps how you wound the check-in agent up. You obviously only want attention and for only posters who agree with you to comment. That will not happen here as others will perhaps see another view point. Anyone else who has a different opinion is clearly in your mind going to be wrong.

bagand96 in post #5 sums up a good suggested approach.

JezR

The page for fees for overweight baggage on AA state the following:

First and Business Class, Executive Platinum and oneworld Emerald members can check baggage up to 70 lbs / 32 kgs at no extra cost.

Anyone travelling business or first class can check in 32kg bags.

peachyprice

richardw wrote: »

It is unreasonable to expect anyone to handle a bag weighing more than 23kg.

Btw most status card holders know what the telephone number on the back of their card is for.

It may be unreasonable here, but many US airlines still have a 32kg limit.

stevie11

JezR wrote: »

The page for fees for overweight baggage on AA state the following:

Anyone travelling business or first class can check in 32kg bags.

Having been AA Exec Plat (OW Emerald) I regularly travelled with two bags never a third even though the rules say I could. Most of the time flying economy.

Now I don't agree with the way the OP has gone around this plus reacting to replies of advice in the manner he/she has. Having flown with numerous Oneworld airlines Inc BA, Qatar, Cathay Pacific and AA the only airline I ever had issues with regarding luggage was AA and that was either domestic US flights or checking in to come home from the US. On occasions I have politely explained the rules to the agent and they consulted another agent or checked online and situation resolved.

For the OP looks like you got to check in with limited time before closing, maybe you were stressed (understandably) but as a frequent flyer should have took it in your stride and dealt with later. The main thing would be to get on the flight.

Anyway firstly contact the BA Gold help desk as that is who the status is with. They should advise you on the next step. As far as a personal apology from the agent forget it. I think a standard apology for inconvenience and refund for excess luggage is all you can expect. It may take time but try to stay calm.