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Old Feb 11, 2011, 12:59 PM
Bernardo Bernardo is offline
 
Join Date: Feb 2011
Posts: 1
Angry AA agents gave me wrong information

My wife and I were traveling the first of January. We had a dog and our multiple bags for an extended stay abroad. We talked with three different AA agents over the span of a week and we booked through the AA agents. We were not told about a baggage limit for this flight. We were stopped at the check in. We could take all our bags and we could not pay for extra bags. The dog was counted as one bag, not what they told us on the phone. The dog was supposed to be cargo.
I had to stay behind and deal with the extra bags, my wife and dog went ahead. I spent two days in the airport on standby. They would not give me a meal or hotel voucher. I spent an extra $300 waiting around, and they would not reroute me without an extra fee.
I complained to the customer service manager. He told me that with so many flights and too few employees, they could not be responsible for every detail. What? He suggested that I should have verified the information on their website. The same database that they use to give me information.
I did use the website and I did not see any baggage embargo. I guess that their employees did not see it either.
Later I scoured their website and I found a yellow alert icon at the bottom of the baggage fees page that mentioned an embargo. At the bottom. After all the other information.
AA does not care about their customers.
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