Poor Customer Service for Elite Members (carry-on bag issue - to merge)
Jun 27, 2017, 2:50 pm
#1
Original Poster
Join Date: Jun 2017
Posts: 1
Poor Customer Service for Elite Members (carry-on bag issue - to merge)
Terrible customer service on American Airlines AGAIN....with my family boarding flight and HEATHER tells me my Briggs & Riley bag that I take each week on AA is too big and she has to check it. Ridiculous!!! I fly almost every week....time to take my business elsewhere.
Jun 27, 2017, 2:57 pm
#2
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,584
Terrible customer service on American Airlines AGAIN....with my family boarding flight and HEATHER tells me my Briggs & Riley bag that I take each week on AA is too big and she has to check it. Ridiculous!!! I fly almost every week....time to take my business elsewhere.
Jun 27, 2017, 4:10 pm
#5
Join Date: Oct 2008
Location: Austin, TX
Programs: IHG Spire Elite, Marriott Titanium, AA Plat, WN A-List Preferred
Posts: 267
The airport contracted staff at the entrance to security in PHL are occasionally aggressive about bags, but I have never had anyone from American bat an eye at the gate.
Jun 27, 2017, 7:37 pm
#6
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
Where are you going? Do you have AA elite status that you can use for a status match?
Jun 27, 2017, 8:17 pm
#7
Join Date: Dec 2009
Location: New Orleans (MSY)
Programs: AA EXP, IHG PLT, Hilton Gold, Hyatt Explorist, Amtrak, WN
Posts: 2,617
Were you in one of the later groups, or did you board the aircraft late? Was the bag oversize? Not saying you're wrong, but details are important.
If your bag is oversize, they'll catch up with you eventually. It doesn't matter if you're a US congressperson or an EXP in paid F--someone will eventually call you out. I learned the hard way and adjusted accordingly by purchasing a rollaboard that is unquestionably within the limits.
Ah, I see someone brought up PHL. That is an entirely different story...
If your bag is oversize, they'll catch up with you eventually. It doesn't matter if you're a US congressperson or an EXP in paid F--someone will eventually call you out. I learned the hard way and adjusted accordingly by purchasing a rollaboard that is unquestionably within the limits.
Ah, I see someone brought up PHL. That is an entirely different story...
Jun 27, 2017, 8:36 pm
#8
FlyerTalk Evangelist
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 30,005
Terrible customer service on American Airlines AGAIN....with my family boarding flight and HEATHER tells me my Briggs & Riley bag that I take each week on AA is too big and she has to check it. Ridiculous!!! I fly almost every week....time to take my business elsewhere.
Jun 27, 2017, 10:36 pm
#11
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
Does it fit the published carry-on dimensions, though? Mine was 23 inches with the wheels.
https://www.aa.com/i18n/travel-info/...on-baggage.jsp
Shouldn’t exceed 22 x 14 x 9 inches / 56 x 36 x 23 centimeters (including handles and wheels)
Jun 28, 2017, 7:52 am
#13
Join Date: Jun 2006
Posts: 78
I'm convinced this is a clever Briggs & Riley guerrilla marketing campaign. Look at that product placement... I was familiar with TravelPro, Tumi etc but had never heard of B&R so I looked it up - now I totally want one (in grey HEATHER, if they have it).
Jun 28, 2017, 9:01 am
#15
Join Date: Nov 2010
Location: DEN
Programs: UA 1K, AA EXP, WN A+, Marriott LT
Posts: 893
I have a wide body Tumi rollerbag that doesn't technically fit the sizer. PHL and ORD are really bad about forcing me to size. Solution: go through security at non-AA checkpoints. Works like a charm. I've seen PHX and DCA do it to folks in later boarding groups, but haven't had an issue as long as I'm boarding with elites.