Skip to comments.American Airlines Charges Soldier for Heavy Bag [video]
Posted on 06/17/2010 10:39:29 AM PDT by sthguard
See link for video.
(Excerpt) Read more at cnn.com ...
I’d rather stick with the theory of incompetence, rather than malice.
People at these counters don’t have a lot of authority. When the computer rings up and says collect extra cash, they don’t get to waive a lot of stuff.
Unless eveyrbody thinks American Airlines hates our troops.
Really, this isn’t a big deal and it didn’t need the media attention.
In every large corporation there are a few bad apples. I doubt that the CEO of American Airlines agrees with the procedure of the 14lbs excess charges
As a million mile frequent flyer on American Airlines, I plan on sending them an email telling them that they need to apologize to this family and to all the troops.
I’ve heard it’s standard AA procedure to upgrade soldiers in uniform. This sounds like a one-off situation that overlooks the good and positive things that AA is doing.
Wasn’t trying ship a HumVee home in pieces...?
Shades of M*A*S*H.
Right, because they insulted EVERY soldier in the US Army.
One soldier had a problem with overweight baggage and his family is trying to make a federal case of it.
This only hurts our soldiers, as people begin to resent those they perceive as “whiners”. Soldiers are better than this petty shit and the family should know better.
Better hurry with that expense report.
The Euro isn’t looking so hot ;)
No, American Airlines needs to reprimand that employee for putting the soldier in that position. American Airlines was wrong.
American Airline employees are universally rude. Some are dangerous.
There are customers of American who will boycott them over something this small. I am one, if they do not apologize.
Good story. And below this story is another about American starting to charge for early boarding.
That makes me wonder at the excuse that have to see orders.
Maybe all soldiers and their families need to avoid American Airlines.
Just a thought!
Now that CNN and every other station has it, I’m sure they will apologize, even if they didn’t intentionally do anyting wrong. Soldiers are not immune to bureaucracies, nor are they particularly flustered by them.
However, don’t you think this MISTAKE could’ve been handled better in private?
Well, think about it again.
One soldier had an issue.
His family made a big stink on national TV.
Yes, maybe all soldiers should boycott this airline and start a huge stink over nothing. Then, AA could just get all pissed off at all the whiners and go back to stowing soldiers with the other riff-raff in economy class. No upgrades, no sodas, no courtesy use of the Captain’s Lounge.
I’ve flown as a soldier many a time and my orders saved me from a lot of hassles because they authorized a nobody at the airlines/hotel/car rental to take special actions to help me.
This guy’s family didn’t do anybody any favors in their attempt to get on television.
I detect a little hostility maybe?
Please tell me how a soldier in Iraq could handle it in private.
The family has no standing as they were not the passenger. I think they did the exact right thing. If people would stand up to companies including going to the press maybe we would have better customer service.
This kind of stuff happens in all industries and it is getting worse. I salute the family and (this hurts) CNN for covering it.
Of course it would have been better handled in private. I would guess that the employee at American was pushing a bit too much to extract a few extra dollars for the airline at the expense of someone who is putting his life at risk for our country. It is a matter of principle to me.
As a greeter at DFW for returning R&R troops I can assure you that American Airlines treats the troops very well. They will usually upgrade them if possible. Most guys coming through the lines have only their backpacks. This guy apparently was hauling everything he owned back to Iraq. The reason he didn’t show his travel orders is that he didn’t have any.....They have leave authorization papers. R&R troops once they land at DFW or ATL are on their own the rest of the way to wherever they are going.... Sounds to me like this escalated by perhaps both sides “coping” an attitude...probably brought on by a soldier who was trying to “game” the system and a mouthy wife and mother.
That employee probably had ZERO input and was only following the prompts on the screen. Do you really think they wanted the hassle, either.
Big corporations run on rules.
They’re not always “fair” or convenient, but it’s the only way stuff gets done.
Yes, I’m hostile.
I was an Army officer for 16 years.
I cannot count the number of times a family member has made a huge stink over something small and considered trivial to most soldiers. They run to their congressman and institute what’s called a “Congressional” whenever they fell their son, brother or husband has been slighted. They cause all kinds of confusion and animosity over what is, essentially, NOTHING.
The guy’s wife was with him.
She could have taken a copy of his orders and had this resolved stateside, in private.
I’ll say it again; she made the soldier look like a whiner, as if every soldier is spit upon at the check-in counter.
The counter employees at American Airlines are free to make their own decisions.
All it would have taken was a phone call or short letter to AA for this soldier to get a refund. Appealing to the press was a bad decision.
So, she just hated this soldier and wanted him to suffer?
Hanlon’s Razon applies;
“Never attribute to malice that which can be adequately explained by stupidity.”
People make mistakes.
Not everybody runs whining to CNN.
I didn’t say she hated anyone. I think she was trying to squeeze extra money from a soldier. And that is out of line.
Or, maybe the soldier was trying to squeeze money from AA?
If he was on leave orders and not duty orders, he was travelling on his own expense and on his own time. According to the rules, might he have been obligated to pay the standard rate?
Was AA out of line in trying to get a guy who might not have actually been on duty to pay the same rate as everybody else?
If there’s one thing I’ve learned to hate, is soldiers and former-soldiers who trade on their service to get favors. Not the stuff that’s freely offered in gratitude (like that which AA is known for), but guys who want a “special deal” on a car, a home or even a drink. Very poor form.
Last summer, my wife made reservations at a water park and hotel for the family. She saw on line that they had military discounts, so she copied my ID and signed up. When I got to the gate and they thanked me for my service (nice), I was a little embarassed. I served in the Army because I love my country (and I wanted to blow shit up), not for the freebies.
SJSAMPLE, I take it you have never been in the military service. I have traveled many time in uniform and have been treated very comfortably, even on AA. For this desk jerk to demand the additional funds shows that they were not well versed on the policy for military baggage. When a GI moves, he needs all his issued uniforms and they sure a hell weight more than airlines allow for a free bag.
You obviously didn’t read all my posts, then.
Sixteen years in The Army.
I, too, have been treated VERY WELL by the carriers.
AA, Delta, United.
Even Pan Am, if you remember them.
Upgrades, lounges, Mile High Club (jk).
THAT is why this story is such bullshit.
One soldier has a little trouble and it’s on CNN and everywhere else.
Read up and you’ll see that this guy wasn’t “moving”, he was “on his own time and his own dime”, as we used to say.
All this has done is create undue animosity. People don’t want to be hassled because they didn’t or weren’t able to give a soldier a “special deal”. If this lady was just doing her job, you can damn well bet whe won’t do squat to help the next soldier that really has a problem. Too much risk involved because this guy’s family made a stink.
You know what? If I had my way, soldiers would always fly for free. They most certainly should not have to pay for their luggage or duffel bags, even if they are a few pounds overweight. I read in the story that they usually do NOT charge up to 100 pounds, so this employee was “nickel and diming” this soldier. No excuse, no matter what.
I don’t understand why you want to fault the soldier. You sound more like an American Airlines manager, trying to defend their cheap tactics.
Nothing there to stop you from buying a soldier a ticket.
AA has to make money to stay in business.
I’m sure you can appreciate that.
They’re going by the rules.
The guy doesn’t appear to be on “official” travel, but he’s trying to take advantage of rules set aside specifically for official travel?
I don’t “want” to fault the soldier, but I’ve been there and done that and I know a RAW DEAL when I see it And it’s AA and the clerk who are getting shafted, in the media, here.
You obviously know little of which you speak...probably be a good idea to go find a thread where you can add something of value, because you sure haven’t done anything to enlighten anyone on this thread.
Yes, I am certain that I have flown American Airlines for years, racking up over a million miles the hard way, that I know little about them. Perhaps it is you that has nothing to offer and should go elsewhere.
Hey Mr. know it all....I know a little about the flying business and the Military....having in excess of 8000 hrs..... Thanks for paying our salaries over the years. Riding in the back for a million miles counts for diddly...and for sure you don’t know squat about what you were mouthing about on this thread. Now go take a nap!
Tommy...that is a brilliant reply...why would I expect that of you....now go squat on the potty and go pee pee...
Surely, as a member of the armed forces, you should realize most civilians don't understand the intricacies of DD Form 1351 (now automated through "DTS"). I counsel Airmen to show their AF Form 988 Part II while traveling on leave. Some Airlines gladly give U.S. Armed Forces personnel a break on luggage charges if the member shows some sort of documentation. They must show it at the counter without signing in at the imbuss.
I showed my TDY orders each time I checked in while traveling to a predeployment planning conference in South Carolina (with leave enroute) the airlines waived all baggage fees througout the entire trip. My wife and I were even bumped up to First Class during one leg of the trip.
Why do you folks go crazy on such trivial things. You do make for good entertainment. I swear many of you will have heart-attacks if you keep up this faux over zealousness.
Kudos to FReepers who show concern for those who serve. The worst that can happen is they'll contact the airline who will take note of this concern and make damn sure their employees treat military and their families well.
i just paid over 40 euro for an extra bag...if will be paid back.
If you had taken the train, you would have had free wi-fi.
Yes, and you can go back to your girl scout meeting.
I’ve experienced it the other way. While traveling back to my duty post from leave my bag was over 50 lbs. The lady behind the counter said that the waiver is really only supposed to apply to soldiers traveling on orders (i.e. traveling on assignment) but she’d cut me some slack. Really depends on the person behind the counter.
Sure. But the rules are relatively clear.
Making a stink when somebody won’t break the rules for you is a little de classe. Even worse when you have to call CNN.
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