A passenger travelling with American Airlines recently faced a frustrating problem on their journey from Newark to Shanghai. What began as a simple flight turned into a long dispute over baggage fees and poor customer support.
Rerouted Flight Leads to Unexpected Charge
The trouble started when the passenger’s original itinerary via Dallas-Fort Worth was cancelled. The rerouted journey, operated by Alaska Airlines and Cathay Pacific, unexpectedly added a $210 charge for a second checked bag even though the original American Airlines fare included two bags and extra legroom.
Airline Ignored DOT Rules
According to the U.S. Department of Transportation (DOT), the baggage policy of the marketing carrier should apply throughout the journey, even on partner flights. In this case, American Airlines’ baggage allowance should have been honoured.
Customer Support Offers No Help
For over six weeks, the passenger tried to resolve the issue through American Airlines’ customer service. Despite multiple follow-ups, all they received were automated replies and a few thousand miles as “compensation.” The traveller’s father, a lifetime gold member, also called several times but got no refund or proper explanation.
Complaint Brings Contradictory Response
A formal complaint to the DOT produced only a generic response that seemed to contradict the department’s own regulations. Frustrated, the passenger is now considering small claims court as the last resort.
Accountability Still Missing
This case highlights a larger issue with American Airlines’ customer care inconsistent policy enforcement and lack of accountability. For passengers, such experiences raise serious doubts about the airline’s reliability and transparency.
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