[zaydog]

I booked an Airtran flight online and was transferred to a web page that asked how many bags I wished to check. It stated that up to two bags could be checked free so I checked two bags. When I got to the terminal, the ticket agent wanted to charge me $20 for one bag because it was now their policy. I complained about the charge and an argument ensued. While actively arguing my point - which was that at the time I booked the flight they did not charge me for the bag and my flight was confirmed and paid for and that their policy took effect after I booked my flight so it did not apply to me - I mentioned the word "damn". At that point I was threatened with being thrown off the flight and they also called the cops. I had to check the second bag because I had tolietries that would have been thrown away that were worth more than the $20 being charged.

I filed a complaint via their customer service department and was basically told that they would handle it, however, I would not be made aware of the outcome - it would remain internal. They also refunded me $10. My concern is this - I had a right to complain because I was getting ripped off ( which was my point - the amount of $20 was not the issue) and I think the threats and calling the cops were too much and that they went far overboard in doing so.

[Butch Cassidy Slept Here]

Zaydog:

Check-out this link--

http://www.airtran.com/policies/carr...CheckedBaggage

That's where I got the info I put in the title to this post.

In any case, based on your post, I guess we should start printing-out the baggage policies of the airline(s) we travel on.

The big problem I see to Airtran's $10, if paid on line, or $20, if paid at the airport, is the potential for fraud. All Airtran need do, to generate some additional--fraudulent--income, is to block people from paying for piece #2 on line. This can be done by causing a "technical difficulties" screen to appear when an attempt is made to pay on-line.

As a practical matter, the only way one can protect themself against airport agents who decide to re-write their company's contract of carriage is to pay whatever absurd sum is requested--with a credit card--then dispute the amount with the credit card issuer. You should enclose print-outs, and links, from the airline's website, which support your claim. Going through any airline's customer service department is a waste of time--unless you're trying to get some travel vouchers that are valid only on February 31st!

In general, your experience confirms a belief I've had for some time. Just like you would, very carefully, read every document a dishonest used car dealer gave you, one must, likewise, very carefully read and, where applicable, print-out, on-line statements of the airline you will be traveling on. Indeed, printing-out the contract of carriage is not a bad idea.

Airtran's calling the cops also seems to back-up my previous comments: To a significant degree, life in a US airport, or aboard a US aircraft, is a police state. One's Constitutional rights simply do not apply. I would even question whether the Magna Carta applies since people seem to be threatened with arrest--or, actually, arrested--for "offenses" having no basis in codified, or case, law.

[zaydog]

First and foremost, let me make something very clear - when I checked in online there was no $10 charge for an extra bag. I do read fine print and the documentation on the webpage allowed "2" free bags. What I believe happened was this - I checked in shortly after midnight which changed my checkin date to the next day. Later that morning the new webpage was posted with the new terms (IT operations usually do backups and maintenance from midnight until about 6:00 AM). I also believe that Airtran is aware of what happened and that I am not the only one that fell victim to this. What really purturbed me was that the ticket agent's demeanor and her attitude suggesting to me that she felt I was lying about it.

[ChrisH]

Zaydog,

many of the airlines, including the one I work for, recently started charging for a second bag. HOWEVER, at least at my airline, if you bought your ticket prior to the policy taking effect, the charge didn't apply. Some agents were not aware of this, at my airline, and may have been the case with the agent you dealt with at AirTran. Hopefully your complaint will be heard, and you will be refunded your entire $20. I would call AirTran's customer care line, to seek that.

One point I'd like to make .... Be VERY careful raising your voice at an airport, with an agent. You may not have been threatening at all, but post 9/11, all the agent has to do, is call the police, and say they felt threatened, and they can have you escorted out. I'm not saying you did this, just saying to be careful, because I've seen it happen numerous times.

Also, if you do contact AirTran, regarding this, try to be polite. As an airline employee, I can tell you that it ist he people who are polite about these things, who get the refunds, and vouchers, and the people who are rude, who do not, just to spite them for people rude. Unfortunately, that is how it works, right, or wrong.

I would definately contact AirTran about it, as the charge shouldn't have applied to you.

[zaydog]

CrisH

Thanks for the information and I did exactly as you suggested. The Customer Service Rep said that they had had problems with their webpage and that other passengers had complained. She said she checked the webpage the same morning I checked in and the problems had been fixed. She would not give me my other $10 back because she said I checked in after she had checked the page.

I know for a fact that the page allowed for me to check in "2" bags free of charge and did not ask for any additional money for the second bag. I mentioned this to the CSR and she stated at first that the webpage would not accept money for the checked bag (which is wrong and made me wonder if she had ever checked the page to begin with) - I explained how the page works and she just flat out denied my claim for full reimbursement stating that the policy was in effect when I checked in. All in all it sounded like a pre-rehearsed answer to protect Airtran from any liability in this matter. For me this gives credibility to my original thought that they knew I was right and that they went overboard in the way they handled my complaint with agent.

[Jetliner]

Here's the insider info on this. First, if you booked your ticket prior to the policy going into effect, you are exempt. The problem is when you are checking in, the agents are not seeing your reservation. Basically they are working with a manifest so to speak of the flight.

Also, there was a glitch with the web checkin and the kiosk check in, so the agents were only to be charging $10, until the web page was fixed. It wasn't giving passengers the option to check bags on line. You didn't mention what day you checked in, but it is possible that you checked in, and the next day the change happened.

[zaydog]

Jetliner, based on what you wrote the problem was with Airtrans webpage and their agents not having all the information. Therefore, they still need to refund all my money. They can find out when I booked my flight and when I checked it. As I have been saying all along, the problem was theirs and I had to pay for it - AND THEY WILL NOT ADMIT IT