[Adrienne]

I'll try to keep this short and sweet but they definitely have the worst agents. I did not raise my voice, yell, swear or speak condescendingly when the agent said my bag was oversized. The same bag with less in it that I used on AirTran 4 days prior.

I'm a seasoned traveler and the same bag has been used domestically and internationally. I know how to measure bag dimensions, use a bathroom scale before I get to the airport and mail what I don't need immediately upon arrival by ground.

Airtran agents in Dayton simply try to hold customers hostage. They know the lines are outrageous even for the people who checked in online and paid for baggage fees there. The supervisor was no where to be found and even when the other agents told her to leave the counter and the bag was fine, she wouldn't go. Rude, rude, rude. AirTran has lost my business for life. Not just mine though...my entire extended family, close friends, and a few coworkers so far. I hope that agent wears that smirk to the unemployment line.

Don't bother calling any of the numbers they give you. Extremely long waits and no resolution. Thanks for wasting my battery while I was traveling.

[PHXFlyer]

You can try calling, e-mailing or writing AirTran customer service about the "over-sized" baggage and the attitude of the agents involved, but you'll probably just receive a canned response without admitting blame or refunding the fees.

What I would suggest is going to Samsonite's website (or any website that sells a Samsonite identical to yours - luggage.com comes to mind) and printing off the dimensions listed for the model of your bag. Laminate the printout or put it in one of those plastic sleeves and keep it in the outside pocket of your bag. If the need arises, simply show the agent the printout with the dimensions highlighted. If that doesn't prove your case I don't know what will.

I know this didn't happen in your case, but I have seen recent TV news reports about the inaccuracy of airport scales used to weigh baggage. One of the local stations here in Phoenix followed an inspector with the weights and measures bureau and many airport scales were out of whack. Some were even embargoed and couldn't be used by the airline until repaired and re-inspected. If the issue of an overweight bag ever arises, politely ask that they remove your bag, zero out the scale, and re-weigh it. If you still dispute the result, have them use another scale. Since the airlines have discovered that charging fees is a great way to add to the bottom line we as consumers need to ensure that the devices and methods used for determining those fees are accurate!

[Adrienne]

Thank you for the advice PHXFlyer. I will do that. I will also bring my own tape measure and we will all take measurements, write them down and add them together. Total sarcasm. I'd rather pay $100 more and not deal with their agents.

I did try calling their Customer Relations Department as well as the other general 800 number but that was pointless. I very calmly gave my name, confirmation number and explained my experience. They said there's nothing they can do and I should have "found" a supervisor before I left the airport. Nevermind I called them from the airport. Their MO is to waste as much time when you call so you either make your flight or miss it dealing with the agents again.

Why was I shocked when she had the same disgusting attitude as the ticket agent? I won't fly with them again. Their employees represent their company. As far as I'm concerned they are a bad business.

[bah humbug]

I am sure the lines were long because of people arguing with the ticket counter agents (who remember...don't make the rules) about their overweight and oversized bags. I see it every day. It is possible that a bag can be oversized one trip and not oversized the next trip. It depends how much is stuffed into it. You can buy a bag that is the correct size, have your laminated card with the dimensions on it, but if you unzip the expanders and stuff all of the pockets to capacity, that bag can be oversized. You are more than welcome to bring your tape measure, in fact I encourage it. If you do not believe the accuracy of the scale, I will gladly call on the airport authority (who is in charge of calibrating the scales, not the airlines) to bring their weights to prove to you that the scale is accurate.
If you have a problem with the rules, that is another issue, go to the airline itself. (but guess what...the fee's are here to stay)
Don't take it out on the ticket agent who is just trying to do their job.

[Butch Cassidy Slept Here]

It depends how much is stuffed into it. You can buy a bag that is the correct size, have your laminated card with the dimensions on it, but if you unzip the expanders and stuff all of the pockets to capacity, that bag can be oversized.

So, using this reasoning, if I check a HARD-SIDED suitcase that is say, 2 to 3 inches within the limits, and have that laminated card, I should have no problem? With, at least, 30% of the check-in agents (nationwide, all US-based airlines), I don't think so. The reality is there are a lot of agents who, essentially, make-up "conditions of carriage," and, if the customer dares to object it's "shut-up, or I call the cops!" This is called "doing your job" AND relieving boredom.

[jimworcs]

Quite right Butch, many of the complaints on this board are about the arbitrary application of rules..and even worse, agents who want to avoid the hassle of sorting out a problem, telling bare faced lies to customers knowing that it will be another shift (or even staff in another city) who have to face the consequences.

[bah humbug]

Originally Posted by Butch Cassidy Slept Here

The reality is there are a lot of agents who, essentially, make-up "conditions of carriage,"

How can one "make up" something that is published information? The rules of flying are right there on the website to read, BEFORE you make the purchase. If you don't want to go by the rules, don't buy the ticket. It's that simple. Don't argue about the rule when you are standing at the ticket counter and hold up the line. Everyday there is a few people who think the world owes them and they will argue about the fact that the bag is overweight or oversized. Even though they can clearly see that it is. They always think we should "just let it go". They want to talk to the supervisor (ooohh cause that's really gonna scare us and we may let their bag pass) All of this makes the lines longer and waste everyones time.

If your bag is oversized/overweight you will pay......

[Jetliner]

The standard answer always seems to be "But I flew down with the same bag". The agents can't do anything about that because #1, if it got missed, then you got a freebie, don't expect the agent you are dealing with now to knowingly break the rules, and #2, they don't know how full you bag was coming down. You can't tell me that you took a trip and didn't in some way acquire something while you were gone. Also most people tend to have their clothes folded up leaving, but not so much going home when everything is dirty.

Lastly, to Butch, why do you insist on bringing up the arrest thing? It has nothing to do with the topic.

[Butch Cassidy Slept Here]

How can one "make up" something that is published information?

It's called lying. If you haven't heard, US-based airlines are very good at it. Failing that, if a customer dares to show a photocopy of the given rule to the agent, the cops are called. Bottom line, when it comes to customers travelling on deep-discount fares, only those rules which benefit the airline are observed.

As to the long lines: The airlines brought that problem on themselves. I can't think of any innovation done by US-based airlines where the logistics to support it were, essentially, absent.

[Jetliner]

Again, he brings up calling the cops.

[Butch Cassidy Slept Here]

You know, Jetliner, if you get so upset when customers say things like this, why don't you do something about it?? Changing a rotten attitude costs nothing. On the chance that you think you're the re-incarnation of Mother Theresa, then you might try policing your co-workers. Unfortunately, just like your bosses, you will wait until the government steps-in and starts issuing orders. THEN...you will scream like a stuck pig and say it's all the fault of the government as to why you're out of work.

[Jetliner]

Butch, wrong boad. This is not the passenger bill of rights board.

[Leatherboy2006]

Everytime I have checked in at an airlines ticket counter the terms of carriage are right there on the side (front side) of counter, I have noticed it on the front of several gates I have left out of also (though I have to admit sometimes I have to get my glasses out to read them....though I have had to do that when ordering at fast food and can't see the menu board)...so in short they are there if someone is willing to take the time to read them(besides being on websites). I think Butch keeps this up cause he lives in Wyoming and there is nothing better to do (except scare sheep).