Refused Service by Gate Agent (CLT)
Jul 17, 2015, 12:35 am
#1
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Refused Service by Gate Agent (CLT)
On July 16, 2015, I had an unacceptable experience on a US Airways flight from CLT to DCA. A US Airways gate agent refused to scan my boarding pass and his colleague had to apologetically ask me to deplane so she could scan my pass after he refused service. As a first class passenger, I was horrified and offended to receive such treatment.
Because of a US Airways mechanical delay from CLT to DEN, by the time I had boarded there was no available overhead space for carry-on luggage.
I asked the gate agent to please do a gate to gate check to ensure that my luggage would be available for pickup at the gate once I landed. He immediately told me that I could “pick up my bags at the baggage carousel like everyone else – that is the definition of a gate checked bag.”
I asked if I could at least get “priority” tags for my bags, and he scoffed and said, “if it matters so much to you, I can book you on the next flight tomorrow morning.” He told me to step aside and asked the other gate agent to book me on a flight the next morning, “preferably in the main cabin.”
I explained to her that all I wanted was to have a gate to gate check or priority checked bag, and he rudely interrupted and said, “YOU don’t get to decide that.” She tried her best to explain to her colleague that as a first class passenger and a passenger with status, I was entitled to priority checked bags. He ignored her, and she had to tag my bag herself and bring it on the plane.
This led to him ignoring me and refusing to scan my boarding pass when I was ready to board. When I showed him my boarding pass, asked passengers to go around me. After I boarded, his colleague had to ask me to deplane so she could scan my boarding pass.
I am horrified, and I want to report him since his behavior is unacceptable. Unfortunately, I didn't get his employee ID... any ideas?
Because of a US Airways mechanical delay from CLT to DEN, by the time I had boarded there was no available overhead space for carry-on luggage.
I asked the gate agent to please do a gate to gate check to ensure that my luggage would be available for pickup at the gate once I landed. He immediately told me that I could “pick up my bags at the baggage carousel like everyone else – that is the definition of a gate checked bag.”
I asked if I could at least get “priority” tags for my bags, and he scoffed and said, “if it matters so much to you, I can book you on the next flight tomorrow morning.” He told me to step aside and asked the other gate agent to book me on a flight the next morning, “preferably in the main cabin.”
I explained to her that all I wanted was to have a gate to gate check or priority checked bag, and he rudely interrupted and said, “YOU don’t get to decide that.” She tried her best to explain to her colleague that as a first class passenger and a passenger with status, I was entitled to priority checked bags. He ignored her, and she had to tag my bag herself and bring it on the plane.
This led to him ignoring me and refusing to scan my boarding pass when I was ready to board. When I showed him my boarding pass, asked passengers to go around me. After I boarded, his colleague had to ask me to deplane so she could scan my boarding pass.
I am horrified, and I want to report him since his behavior is unacceptable. Unfortunately, I didn't get his employee ID... any ideas?
Jul 17, 2015, 1:59 am
#2
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So you were standing in the boarding line and the agent refused to scan your boarding pass? How did you get on the flight?
Is it possible that there's more to this story?
Jul 17, 2015, 4:10 am
#3
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In terms of reporting I assume AA/US has a record of each GA working each flight so if you provide flight details and description of the employee I imagine they can figure it out even without employee ID / name.
Jul 17, 2015, 4:20 am
#4
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Provide the date, flight number and cities served, and the gate at the originating airport (CLT). Then send that to AA (find the "Complaints" link on the website as there is no email address available).
Be brief, succinct, and to the point. Leave out anything about your personal feelings ("horrified and offended"), but instead ask to clarify if the responses you received from the first GA were in line with airline policy? [They are not, to be sure.]
I had an issue with the behavior of a gate agent at PHL a few months back. AA's customer service response to my complaint indicated that the complaint was forwarded to the PHL station chief. The airline has a record of who worked at what gate and when, so specific flight info will allow them to identify the employees on duty.
Be brief, succinct, and to the point. Leave out anything about your personal feelings ("horrified and offended"), but instead ask to clarify if the responses you received from the first GA were in line with airline policy? [They are not, to be sure.]
I had an issue with the behavior of a gate agent at PHL a few months back. AA's customer service response to my complaint indicated that the complaint was forwarded to the PHL station chief. The airline has a record of who worked at what gate and when, so specific flight info will allow them to identify the employees on duty.
Jul 17, 2015, 4:24 am
#5
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In the complaint, OP should also mention and describe the other gate agent who was helpful.
Jul 17, 2015, 7:17 am
#6
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Jul 17, 2015, 7:36 am
#7
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He was also annoyed and ignored his colleague when she corrected him about airline policy and did a gate to gate check for me.
Basically when he refused to scan my boarding pass and asked others to go around me, I just boarded and he didn't stop me either. I just assume he was too embarrassed / stubborn to admit he was wrong!
Jul 17, 2015, 7:52 am
#8
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As a first class passenger, I was horrified and offended to receive such treatment.
....
Because of a US Airways mechanical delay from CLT to DEN, by the time I had boarded there was no available overhead space for carry-on luggage.
I asked the gate agent to please do a gate to gate check to ensure that my luggage would be available for pickup at the gate once I landed. He immediately told me that I could “pick up my bags at the baggage carousel like everyone else – that is the definition of a gate checked bag.”
....
as a first class passenger and a passenger with status, I was entitled to priority checked bags.
....
Because of a US Airways mechanical delay from CLT to DEN, by the time I had boarded there was no available overhead space for carry-on luggage.
I asked the gate agent to please do a gate to gate check to ensure that my luggage would be available for pickup at the gate once I landed. He immediately told me that I could “pick up my bags at the baggage carousel like everyone else – that is the definition of a gate checked bag.”
....
as a first class passenger and a passenger with status, I was entitled to priority checked bags.
Look I love flying First Class as much as the next guy and agree that there is some degree of service to be expected but let's be honest here whether your First or no class then there should be a standard level of service provided. So the agent "refused" to scan your boarding pass because you were throwing a hissy-fit about checking the bag, they asked you to step aside, and you were bound to board the plane and stow your bag? Now granted I've been there and have had my own experiences with US at PHX but you weren't complying with their instruction.
Regardless of whose fault it was that you boarded late, there was no bin space. It sucks but we've all been faced with it. Secondly were you on express or mainline? The whole gate-check/returned planeside is not a mainline feature....granted it makes no sense to me that Express can do it but mainline can't but perhaps its cause your dealing with 50 pax vs 150. Though, I have NEVER in 1.2 million miles been able to gate check a suitcase on a mainline flight, due to lack of bin space.
As for the whole priority tagging at the gate? Well unless US/AA print priority on the bag tag (UA does), then they probably had no way to tag it priority.
So you can go running off to AA claiming you received "unacceptable service as a First Class passenger", which maybe you did, but then again you also were telling the agent to reinvent the wheel on mainline gate check policy. So you weren't actually refused service....you refused to comply with the instruction of checking your bag.
Jul 17, 2015, 8:32 am
#9
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I am a bit confused by the sequence of events. As I understand your post:
- you boarded the plane (apparently without having your boarding pass checked) and discovered that the overhead bins in F were full - "by the time I had boarded there was no available overhead space for carry-on luggage"
- you then went back to the GA with your request regarding handling of your bag
- it is at this point, and because of your request, that the GA refused to scan your boarding pass - "This led to him ignoring me and refusing to scan my boarding pass when I was ready to board
Sorry if I'm misreading your post; can you clarify?
Thx
- you boarded the plane (apparently without having your boarding pass checked) and discovered that the overhead bins in F were full - "by the time I had boarded there was no available overhead space for carry-on luggage"
- you then went back to the GA with your request regarding handling of your bag
- it is at this point, and because of your request, that the GA refused to scan your boarding pass - "This led to him ignoring me and refusing to scan my boarding pass when I was ready to board
Sorry if I'm misreading your post; can you clarify?
Thx
Jul 17, 2015, 9:07 am
#10
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1) I tried to board the plane with my carry-on - the GA told me there was no space
2) I requested priority tags or plane-side pickup and told him I was F - the GA told me if it mattered so much to me I should fly tomorrow morning and the other GA would book me
3) I stepped aside and repeated my request to the second GA - the first GA ordered the his colleague to book me something at 6:30 am in coach
4) I asked him to at least honor the F ticket (I had paid for) - he said "YOU have no say in the matter" and the second GA tried to explain to him that all I wanted was to check my bag but he ignored her. She helped me check my bag and print my priority tag and asked me to bring it on the plane.
5) I showed the first GA my boarding pass - he acted like I didn't exist, gave no instructions, and reached around me to let others board.
6) I boarded the plane - the second GA asked the other GA is he had scanned my boarding pass. He responded that he didn't want to "deal with me." She had to apologetically ask me to deplane since he was supposed to check me in but didn't.
I wrote AA today since he clearly needed some coaching. And yes, I do equate not wanting to "deal" with someone when you work in the service industry as refusing service.
2) I requested priority tags or plane-side pickup and told him I was F - the GA told me if it mattered so much to me I should fly tomorrow morning and the other GA would book me
3) I stepped aside and repeated my request to the second GA - the first GA ordered the his colleague to book me something at 6:30 am in coach
4) I asked him to at least honor the F ticket (I had paid for) - he said "YOU have no say in the matter" and the second GA tried to explain to him that all I wanted was to check my bag but he ignored her. She helped me check my bag and print my priority tag and asked me to bring it on the plane.
5) I showed the first GA my boarding pass - he acted like I didn't exist, gave no instructions, and reached around me to let others board.
6) I boarded the plane - the second GA asked the other GA is he had scanned my boarding pass. He responded that he didn't want to "deal with me." She had to apologetically ask me to deplane since he was supposed to check me in but didn't.
I wrote AA today since he clearly needed some coaching. And yes, I do equate not wanting to "deal" with someone when you work in the service industry as refusing service.
Jul 17, 2015, 9:10 am
#11
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Always love reading posts where somehow "First Class" means that policies should be changed or modified and that there is somehow "entitlement".
Look I love flying First Class as much as the next guy and agree that there is some degree of service to be expected but let's be honest here whether your First or no class then there should be a standard level of service provided. So the agent "refused" to scan your boarding pass because you were throwing a hissy-fit about checking the bag, they asked you to step aside, and you were bound to board the plane and stow your bag? Now granted I've been there and have had my own experiences with US at PHX but you weren't complying with their instruction.
Regardless of whose fault it was that you boarded late, there was no bin space. It sucks but we've all been faced with it. Secondly were you on express or mainline? The whole gate-check/returned planeside is not a mainline feature....granted it makes no sense to me that Express can do it but mainline can't but perhaps its cause your dealing with 50 pax vs 150. Though, I have NEVER in 1.2 million miles been able to gate check a suitcase on a mainline flight, due to lack of bin space.
As for the whole priority tagging at the gate? Well unless US/AA print priority on the bag tag (UA does), then they probably had no way to tag it priority.
So you can go running off to AA claiming you received "unacceptable service as a First Class passenger", which maybe you did, but then again you also were telling the agent to reinvent the wheel on mainline gate check policy. So you weren't actually refused service....you refused to comply with the instruction of checking your bag.
Look I love flying First Class as much as the next guy and agree that there is some degree of service to be expected but let's be honest here whether your First or no class then there should be a standard level of service provided. So the agent "refused" to scan your boarding pass because you were throwing a hissy-fit about checking the bag, they asked you to step aside, and you were bound to board the plane and stow your bag? Now granted I've been there and have had my own experiences with US at PHX but you weren't complying with their instruction.
Regardless of whose fault it was that you boarded late, there was no bin space. It sucks but we've all been faced with it. Secondly were you on express or mainline? The whole gate-check/returned planeside is not a mainline feature....granted it makes no sense to me that Express can do it but mainline can't but perhaps its cause your dealing with 50 pax vs 150. Though, I have NEVER in 1.2 million miles been able to gate check a suitcase on a mainline flight, due to lack of bin space.
As for the whole priority tagging at the gate? Well unless US/AA print priority on the bag tag (UA does), then they probably had no way to tag it priority.
So you can go running off to AA claiming you received "unacceptable service as a First Class passenger", which maybe you did, but then again you also were telling the agent to reinvent the wheel on mainline gate check policy. So you weren't actually refused service....you refused to comply with the instruction of checking your bag.
This is accomplished by applying a BLUE gate check tag to the item. Read again: THIS IS US POLICY AND THEY HAVE A TAG SPECIFICALLY DESIGNED TO EFFECT THAT POLICY THAT THE GATE AGENT REFUSED TO APPLY. OP was simply asking for something he was entitled to as a F pax and was refused by an employee that doesn't know his company's policies and was a stubborn a--hat about it.
The nonsense about priority tags is a red herring as OP's bag should not go to baggage claim in this case, where a "priority tag" would be applicable. OP was trying to find a compromise since the GA wasn't following the correct policy in the first place.
Do not confuse this with "valet" tags (yellow for US) that provide return of carry-on bags when the bins aren't large enough to store carry on bags on CRJ/Dash-8 Express equipment. Totally different animal.
Jul 17, 2015, 9:26 am
#12
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Does sound like the GA was having a bad day. I'm sure his supervisor got a full report, but OP should follow up with their own. I wonder if there is some backroom function that could help the employee find their center and get back in the game. This type of attitude is not one I would want representing my company.
If you do report this (and I hope you do), do mention the helpful GA, but not more than a word or two. AA is notorious in not dealing with the true issue in complaints if they can find or makeup something that requires no action. Keep it focused on the GA attitude. If you wish to lavish praise on the helpful GA, do it in a separate message.
Many GAs have no clue what actually happens at other airports, and many times not even sure what is happening on the plane they are boarding. I've been told several times by a GA walking up/down the jetway saying bins were full and all bags had to be gate checked. Being in F, I decided to risk it and sure enough there was room available. Blanket statements tell me they really don't know and lowers my expectations of their service level.
If you do report this (and I hope you do), do mention the helpful GA, but not more than a word or two. AA is notorious in not dealing with the true issue in complaints if they can find or makeup something that requires no action. Keep it focused on the GA attitude. If you wish to lavish praise on the helpful GA, do it in a separate message.
Many GAs have no clue what actually happens at other airports, and many times not even sure what is happening on the plane they are boarding. I've been told several times by a GA walking up/down the jetway saying bins were full and all bags had to be gate checked. Being in F, I decided to risk it and sure enough there was room available. Blanket statements tell me they really don't know and lowers my expectations of their service level.
Jul 17, 2015, 9:39 am
#13
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Wrong - us always gate checks first class bags. It's policy. And it's a great policy for someone like me as I prefer to board at final call. Hope this carries over to aa.
Always love reading posts where somehow "First Class" means that policies should be changed or modified and that there is somehow "entitlement".
Look I love flying First Class as much as the next guy and agree that there is some degree of service to be expected but let's be honest here whether your First or no class then there should be a standard level of service provided. So the agent "refused" to scan your boarding pass because you were throwing a hissy-fit about checking the bag, they asked you to step aside, and you were bound to board the plane and stow your bag? Now granted I've been there and have had my own experiences with US at PHX but you weren't complying with their instruction.
Regardless of whose fault it was that you boarded late, there was no bin space. It sucks but we've all been faced with it. Secondly were you on express or mainline? The whole gate-check/returned planeside is not a mainline feature....granted it makes no sense to me that Express can do it but mainline can't but perhaps its cause your dealing with 50 pax vs 150. Though, I have NEVER in 1.2 million miles been able to gate check a suitcase on a mainline flight, due to lack of bin space.
As for the whole priority tagging at the gate? Well unless US/AA print priority on the bag tag (UA does), then they probably had no way to tag it priority.
So you can go running off to AA claiming you received "unacceptable service as a First Class passenger", which maybe you did, but then again you also were telling the agent to reinvent the wheel on mainline gate check policy. So you weren't actually refused service....you refused to comply with the instruction of checking your bag.
Look I love flying First Class as much as the next guy and agree that there is some degree of service to be expected but let's be honest here whether your First or no class then there should be a standard level of service provided. So the agent "refused" to scan your boarding pass because you were throwing a hissy-fit about checking the bag, they asked you to step aside, and you were bound to board the plane and stow your bag? Now granted I've been there and have had my own experiences with US at PHX but you weren't complying with their instruction.
Regardless of whose fault it was that you boarded late, there was no bin space. It sucks but we've all been faced with it. Secondly were you on express or mainline? The whole gate-check/returned planeside is not a mainline feature....granted it makes no sense to me that Express can do it but mainline can't but perhaps its cause your dealing with 50 pax vs 150. Though, I have NEVER in 1.2 million miles been able to gate check a suitcase on a mainline flight, due to lack of bin space.
As for the whole priority tagging at the gate? Well unless US/AA print priority on the bag tag (UA does), then they probably had no way to tag it priority.
So you can go running off to AA claiming you received "unacceptable service as a First Class passenger", which maybe you did, but then again you also were telling the agent to reinvent the wheel on mainline gate check policy. So you weren't actually refused service....you refused to comply with the instruction of checking your bag.
Jul 17, 2015, 9:58 am
#14
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Only piece of advice, don't ever just walk around and board anyhow without your boarding pass being scanned. If that extremely unprofessional gate agent wanted to, he could have called security and had you escorted off for trying to illegal board the aircraft, a big safety no-no.
I'm sorry you didn't get his name though, you really should have. Gate agents can have a stressful life of work, but there is never any excuse to act that unprofessional.
I'm sorry you didn't get his name though, you really should have. Gate agents can have a stressful life of work, but there is never any excuse to act that unprofessional.
Jul 17, 2015, 10:08 am
#15
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It sounds a bit like the first GA decided that the OP couldn't possibly be in FC and refused to back down. Fortunately there was a second GA to act more reasonably.