Complaint: Check-in / Boarding Denied Boarding Due To Ignorance of Agent
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Old Jun 20, 2009, 7:57 AM
PHXFlyer PHXFlyer is offline
Join Date: Dec 2008
Posts: 1,366

mars6423 makes a valid point, Lonnie. If the agent wasn't 100% sure of the rule/policy and the repercussions of being wrong is a hefty fine I think erring on the side of caution and deferring the decision to higher management was the prudent thing to do. I know it created a difficult situation for your wife but the agent probably feared that had he made the wrong decision it could have cost him his job.

I think we need to make a distinction between ignorance and lack of training. Calling someone ignorant is very demeaning. It's apparent that this agent lacked complete training to either know the rules or know where to verify the rules about transporting live animals across international borders. Instead of using reference material which should have been at his disposal he opted to delay your wife's departure in order to get a decision from his manager.