I was charged USD 125 last week when checking my bag at San Diego for my flights to Honolulu. I am a OW Ruby and was never charged for baggage(s) for North American flights on AA before. Indeed, all other trips following that flight to HNL (HNL > BOS, BOS > SFO, SFO > SAN) this past week were not charged and I was told by the check-in agent at BOS that I can check-in 2 bags for free. Does anyone know if I could get a refund for that baggage charge that I paid at SAN? (I was told at LAX by a customer service agent to write to customer relation on AA.com, but that link never worked, an error message like "this feature is currently unavailable ..." came up after pressing the "submit" button.)
You were charged $125 for checking a single bag from SAN to HNL on an all-AA itinerary? What did the agent say when you showed your oneworld Ruby credential? Was your bag oversized or overweight?
More details about what happened at SAN would help us to better answer your question.
Yes, I was told that in order to check the bag, it would cost USD 125. Just that, nothing else. I did not think of overweight at that time. My brother later told me that I might be charged for USD 25 plus USD 100 for overweight. But I do not know.
I went up to a counter to check-in for my flight since the machine will no read my passport and after I input the record locator, the machine told me to see an agent. After I told the lady that I need to check-in a bag. She took a look and told me that it would be USD 125 for it. She asked me for a credit card, I argued with her (quietly and politely) that I am OW Ruby while showing her my CX MPC (silver) card. In return, she was like "I am asking you for a credit card, this is not a credit card, what is this? You are wasting my time" sort of attitude. She then threw my CX MPC card back to back and demanding that I produce a credit card immediately. I explained to her that I am a OW Ruby and had been able to check it bags for free, and, pointed the Ruby indication on my card to her and she was like "Well, that does not give you any free bags, do you still want to fly today? Either pay or go away." (Exact wording from her.) At the end, I paid for the charge and got my boarding cards instead of further messing with the agent.
Usually, my boarding card says either "priority access" or "group 2" on AA flights, but all the boarding cards that I got for my SAN > HNL trip said "group 4". I do not know if this has anything to do with the fuss at the check-in counter.
I am not sure if the bag is overweight, but definitely not oversized as it is a 26 inch Samsonite suitcase. When I checked-in a few days earlier in Doha, it was 48 lbs. There were no additions to the luggage after I arrived at SAN, as I was there for a meeting, thus, I assume the weight should be the same. (Though it shows as 53 lbs at BOS a few days later, the very pleasant lady who checked-in for me told me it was fine, sometimes it has something to do with the scale. She also told me that I am entitled 2 free bags, I always thought it is one-piece. Anyway, I was not charged at BOS or for any of my other flights for overweight or check-in bags during the trip.)
At the end, I was only told that to check-in the bag, it would cost USD 125, that is it, nothing about overweight charges. Frankly speaking, I am very angry with what happened that morning at SAN, I had never been treated so rudely by an airline staff, this includes AA. But that SAN agent's manner was simply inacceptable. I tried calling the reservation desk to inquire about this matter while I was still in North America but was transferred between different departments around for like 30 minutes and no one could answer my questions. Would it be possible to obtain a refund, either full or partial?
Last edited by cwl6750084; Nov 26, 12 at 7:02 pm..
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You were charged $125 in error. What puzzles me is that the first bag fee is $25. How did the agent arrive at $125?!
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Quote:
Originally Posted by cwl6750084
Yes, I was told that to check the bag, it would cost USD 125. I went up to a counter to check-in for my flight since the machine will no read my passport and after I input the record locator, the machine told me to see an agent. After I told the lady that I need to check-in a bag. She took a look and told me that it would be USD 125 for it. She asked me for a credit card, I argued with her that I am OW Ruby while showing her my CX MPC (siler) card. In return, she was like "I am asking you for a credit card, this is not a credit card, you are wasting my time" sort of attitude. I explained to her that I am a OW Ruby and had been able to check it bags for free, and, pointed the Ruby indication on my card to her and she was like "well, that does not grant you any free bags, do you still want to check the bag?" At the end, I paid for the charge and got my boarding cards. Usually, it says either "priority access" or "group 2" on my boarding cards, but all the boarding cards that I got says "group 4". I do not know if this has anything to do with the fuss at the check-in counter. I am not sure if the bag is overweight. When I checked-in a few days earlier in Doha, it was 48 lbs. There were no additions to the luggage, so I assume the weight should be the same. (Though it shows as 53 lbs at BOS a few days later, the very pleasant lady told me it was fine, sometimes it has something to do with the scale. Anyway, I was not charged over BOS or for any of my other flights.) At the end, I was only told that to check-in the bag, it would cost USD 125, that is it, nothing about overweight charges.
If you are boarding as an elite, it shouldn't say group 2 or group 4 on your boarding pass. Was this a paid flight with your frequent flyer number in the reservation? I suspect the bag was overweight and you don't get that fee waived (whatever the rate is???). However, I am confused why an AAgent handling baggage checkin would say you are not entitled to any free bags.
FWIW, if you had been traveling in First or Business Class you would get 3 bags of up to 70 pounds each, even if not One World Elite.
Edit: The rate for the first bag is $25 for non-elites. The overweight fee is $100 (minimum) for over 50 pounds..... Seriously, I would find out how much overweight and change stuff to carry on or my pockets if I wanted to save $100.
If the bag in fact weighed more than 50 pounds, it sounds like the OP was (improperly) charged a first-checked-bag fee of $25, and (properly) charged an overweight fee of $100. So the OP may be entitled to a refund of $25.
The fact that another agent at another station (BOS) waived the overweight fee does not mean that the SAN agent did anything wrong in assessing it. But it sounds like the SAN agent could have done a better job of explaining the charges, and needs a refresher course in oneworld elite free-checked-baggage allowances. The OP probably should have asked for a supervisor at SAN when the agent claimed that the OP was not entitled to any free checked baggage.
If you are boarding as an elite, it shouldn't say group 2 or group 4 on your boarding pass. Was this a paid flight with your frequent flyer number in the reservation? I suspect the bag was overweight and you don't get that fee waived (whatever the rate is???). However, I am confused why an AAgent handling baggage checkin would say you are not entitled to any free bags.
FWIW, if you had been traveling in First or Business Class you would get 3 bags of up to 70 pounds each, even if not One World Elite.
Edit: The rate for the first bag is $25 for non-elites. The overweight fee is $100 (minimum) for over 50 pounds..... Seriously, I would find out how much overweight and change stuff to carry on or my pockets if I wanted to save $100.
The boarding cards for AA connecting flights issued by BA always said "Group 1" or "Group 2" when I checked-in at Doha or Dubai. "Priority Access" only appears when I check-in directly with AA. My CX MPC number IS in that reservation.
The point is I was only told that the check-in fee is USD 125, nothing about overweight. I first thought that is the fee for checking bags. I would have taken out a coat if I knew the bag was overweight. But I was not told anything about it. But even that is the case, the USD 25 should not be there. Anyway to get it back?
Last edited by cwl6750084; Nov 26, 12 at 7:17 pm..
Programs: AA Lifetime PLT, HH Gold, DL/UA/CO/AS Elite
Posts: 14,351
Quote:
Originally Posted by cwl6750084
Yes, I was told that to check the bag, it would cost USD 125. I went up to a counter to check-in for my flight since the machine will no read my passport and after I input the record locator, the machine told me to see an agent. After I told the lady that I need to check-in a bag. She took a look and told me that it would be USD 125 for it. She asked me for a credit card, I argued with her that I am OW Ruby while showing her my CX MPC (siler) card. In return, she was like "I am asking you for a credit card, this is not a credit card, you are wasting my time" sort of attitude. I explained to her that I am a OW Ruby and had been able to check it bags for free, and, pointed the Ruby indication on my card to her and she was like "well, that does not grant you any free bags, do you still want to check the bag?" At the end, I paid for the charge and got my boarding cards. Usually, it says either "priority access" or "group 2" on my boarding cards, but all the boarding cards that I got says "group 4". I do not know if this has anything to do with the fuss at the check-in counter. I am not sure if the bag is overweight. When I checked-in a few days earlier in Doha, it was 48 lbs. There were no additions to the luggage, so I assume the weight should be the same. (Though it shows as 53 lbs at BOS a few days later, the very pleasant lady told me it was fine, sometimes it has something to do with the scale. Anyway, I was not charged over BOS or for any of my other flights.) At the end, I was only told that to check-in the bag, it would cost USD 125, that is it, nothing about overweight charges.
If you are boarding as an elite, it shouldn't say group 2 or group 4 on your boarding pass. Was this a paid flight with your frequent flyer number in the reservation? I suspect the bag was overweight and you don't get that fee waived (whatever the rate is???). However, I am confused why an AAgent handling baggage checkin would say you are not entitled to any free bags.
FWIW, if you had been traveling in First or Business Class you would get 3 bags of up to 70 pounds each, even if not One World Elite.
One other thing confuses me. Why would the kiosk tell you needed to see an agent? A passport isn't required for a domestic flight, so I don't understand the part about it not being readable by the kiosk.
If you are boarding as an elite, it shouldn't say group 2 or group 4 on your boarding pass. Was this a paid flight with your frequent flyer number in the reservation? I suspect the bag was overweight and you don't get that fee waived (whatever the rate is???). However, I am confused why an AAgent handling baggage checkin would say you are not entitled to any free bags.
FWIW, if you had been traveling in First or Business Class you would get 3 bags of up to 70 pounds each, even if not One World Elite.
One other thing confuses me. Why would the kiosk tell you needed to see an agent? A passport isn't required for a domestic flight, so I don't understand the part about it not being readable by the kiosk.
The kiosk asked for either a passport or a credit card or a record locator to start the check-in process. The AA kiosk does not seem to read either my UK-issued or Taiwanese passport, neither my non-US credit cards. I used my US credit card, it returned the message that it did not find any records. You have to produce an identification even taking national US flights, for me the natural documentations would be my passports or US visas. The record locator shown on the ticket receipt forwarded by the university's travel office somehow does not work and asked me to see an agent.
Last edited by cwl6750084; Nov 26, 12 at 7:52 pm..
If the bag in fact weighed more than 50 pounds, it sounds like the OP was (improperly) charged a first-checked-bag fee of $25, and (properly) charged an overweight fee of $100. So the OP may be entitled to a refund of $25.
The fact that another agent at another station (BOS) waived the overweight fee does not mean that the SAN agent did anything wrong in assessing it. But it sounds like the SAN agent could have done a better job of explaining the charges, and needs a refresher course in oneworld elite free-checked-baggage allowances. The OP probably should have asked for a supervisor at SAN when the agent claimed that the OP was not entitled to any free checked baggage.
at the very basic part of this, he should have been given the opportunity of "re-shuffle"....3 pounds is not hard to move over to carry on.....it happens to me all the time.....
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Hello cwl6750084
Quote:
Originally Posted by cwl6750084
At the end, is there any chance (and how) for me to get my money back, whether in partial or in full?
Per AA website, OW ruby are allowed free luggage. However, you could also be charged $100 for the overweight fee. At this point it makes no sense in determining how or why you were charged, but it appears that you were indeed charged the $25 first luggage fee + $100 overweight fee.
Did your ticket clearly said you were OW Ruby? If yes, you certainly shouldn't be charged the $25 fee. I can not comment
on the $100 since it has not been established yet if there was overweight issue or not if that is the case.
I suggest emailing AA customer service the information, the link is "https://www.aa.com/contactAA/viewContactAAAccess.do". You can also call hem at 1-800-882-8880 in the US or 1-817-799-2500 outside US. You can also fax to 1-817-963-7882, ultimately, you can argue the charges with your credit card.
I bet that a polite and nicely written letter will go a long way in ensuring you get most, if not all of the money back.
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Last edited by arollins; Nov 26, 12 at 8:38 pm..
Reason: .
Per AA website, OW ruby are allowed free luggage. However, you could also be charged $100 for the overweight fee. At this point it makes no sense in determining how or why you were charged, but it appears that you were indeed charged the $25 first luggage fee + $100 overweight fee.
Did your ticket clearly said you were OW Ruby? If yes, you certainly shouldn't be charged the $25 fee. I can not comment
on the $100 since it has not been established yet if there was overweight issue or not if that is the case.
I suggest emailing AA customer service the information, the link is "https://www.aa.com/contactAA/viewContactAAAccess.do". You can also call hem at 1-800-882-8880 in the US or 1-817-799-2500 outside US. You can also fax to 1-817-963-7882, ultimately, you can argue the charges with your credit card.
I bet that a polite and nicely written letter will go a long way in ensuring you get most, if not all of the money back.
Thank you very much for your advice. I'll take a look at the options. Can you clarify what does it mean by "argue the charges with the credit cards"?
I would not mind to pay the charges if they were appropriate. My suitcase was not overweight when I left Doha, and, since exactly the same amount of things inside, I did not expect the weight to change. But I do not think it is right to simply charge for overweight WITHOUT informing me in the first place. I did not imagine that an overweight charge would apply. I simply thought the fee to check in a bag is USD 125 nowadays. But definitely, I want my USD 25 back for how she thrown my card back at me over the check-in desk.
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Posts: 3,649
Quote:
Originally Posted by cwl6750084
At the end, is there any chance (and how) for me to get my money back, whether in partial or in full?
Yes, there is a very good chance of getting it back. Write AA immediately a short and concise message about the facts. AA should be able to look at the PNR and find out who the SAN agent was and what they did to your record. My guess is they will find changes were made to remove your elite status to cover the bogus baggage fees. Since it went on a CC, pretty sure the agent wasn't able to pocket any cash, but AA will need to do the research.
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Posts: 14,351
I don't understand the part about arguing it with the credit card company.
This is a charge the OP agreed to pay. If OP is really Ruby, then AA will refund the $25 fee. The other $100 appears to be an overweight bag fee and if the agent charged the OP, then it is likely the agent's scale said the bag was overweight. It's not like Aagents have a habit of charging the fee for no reason. Did the receipt indicate anything about the weight?
I would imagine AA would also have a record of the weight if the bag was charged the fee. Personally, if I was asked for $125 to check a bag, I would ask why the fee is so high. Did OP not think the bag was at least close to being a weight problem? I don't know why the AA link didn't work for you. I commented on something yesterday without a problem.
