American Airlines

Exceptional customer service is about finding solutions problems not deferring them. American Airlines at the Manchester airport in New Hampshire has a policy somewhere written on their website that states you must be at the airport 45 minutes before your flight in order to check in your luggage. The main reason for flying out of a small airport is that you do not need to be there extra early. My wife and I went to check in our luggage 43 minutes before the flight, and we were greeted by a blank look. The woman at the desk said I cannot check your bags you are late you should’ve been here 45 minutes. I asked if I could carry the bags on she replied no one bag is too big. She then said, I will book you for another flight which would’ve taken us into Orlando five hours after our conference started. After 10 minutes, she then said you could try to go through the TSA checkpoint. The agent at the TSA checkpoint found one item in our bag that could not be carried on which was a $30 item which had to be thrown out. When we went to board the plane the agent at the desk said I will check your bags but your one bag will cost $30. I agreed. He then waived the $30. Why even mention the $30 to make matters worse if you’re going to waive it. Had the original agent not delayed us I would have removed that item from the bag and place it in my car. Back to my original comment exceptional customer service is about finding solutions. The original agent could have simply stated it the beginning that we could go through TSA and they would check our bags in at the plane. Then inform us of the policy that you need to be 45 minutes early.

I’ve been using this app frequently since 2017, Exec Platinum, so I have some familiarity with how it works. When trying to report an issue through the developer site I simply get a Q/A page so I’m going to report here: I’m trying to board a return flight and when I click on the boarding pass button it takes me to my wallet, but there’s no boarding pass in my wallet - I never added my return flight boarding pass to my wallet. If I close my wallet and return to the app it has the endless loop - open wallet and no boarding pass. I’ve experienced similar behavior in the past when I’ve added a boarding pass to my wallet and received an upgrade, I would need to delete the old boarding pass from my wallet in order to get the new one. I received an upgrade today, but since I never added the original boarding pass there was no way to retrieve one from the app. I assume since I had added my boarding passes (to my wallet) from my original destination that an flag was set in the app to go to wallet, even though the return pass had not been added. This is a known bug that I’ve been able to work around in the past (few years now) but today I could not find a work around and had to get a printed pass.

First, I was denied boarding my original flight because they closed the bag check in 42 min prior to departure and I showed up 40 min prior. I think they don’t have enough agents to staff both the counter and the gate. So they booked me on 5:18 pm flight going to Harrisburg PA versus Scranton. Then my 5:18 flight was canceled due to “mechanical.” They booked me on a United flight leaving GB at 5:30 but they have already sold my Harrisburg flight to someone else presuming that I will just get rebooked the next day. They finally got me on a Philadelphia flight out of CHI at 8:52. They provided me a hotel voucher to stay in PHI at a Radisson. Once I got to Philadelphia, my checked luggage did not show up and the baggage person told me that United didn’t check it all the way and that my luggage is now lost. They helped me with a claim form. He told me that the bag will show up tomorrow. Also the Radisson is disgusting. There are hairs all over my toilet and shower floor. There bugs in the lobby. The parking is not free (10 dollars/ night). It is the worst hotel I have stayed in years by far. I am very disappointed with American Airlines. I may cancel my credit card with you and probably would fly you guys again. Just awful!