Travel with Pets - AA pet policy confusion

We normally travel with our 6 lb. Pekingese as an "in-cabin" pet. American recently (01 June) changed it's "checked baggage" pet policy to include a health certificate requirement. That requirement was not in effect for in cabin pets and according to the web-site and e-mails from customer service, is still not needed for in-cabins.

Tha said, counter agents (Priority Access-Plat) insist on filling out the form as if the dog was checked baggage. When asked about it, they said it was required and the heading of the form says checked baggage or in-cabin pet. When shown the e-mail from customer service, a shrug.

I recontacted customer service and received the same answer. Our dog is up to date on shots and everything, but seems like it takes a lot of time to complete forms, while other passengers are waiting for service. This happened at ORD and MSY. Anyone else have this confusing experience?

Alnola

The AA site is extremely clear that this change only applies to checked pets and does not mention carryon animals. I recommend that you carry a printout of what is stated on the AA website and also the emails that you have received from customer service and not complete any additional paperwork at the airport.

If necessary demand to speak to a supervisor and escalate this matter as high as necessary until you win this argument!

Thanks for your reply. We intend to take it further, maybe an old fashioned letter to Ms. Pet Policy.

Perhaps the counter agents need to fill out the forms regardless, to keep a count on pet traffic. Sometimes we are asked to show full health certificates, other times just the rabies/vac tags, other times nothing (oh, what cute dog).

Seems ridiculous, since they have a count by the $$$ fee we pay and you can't get through security or board without the receipt.

Aside from the confusion, the agents are taking time to fill out a form (at least 5-7 minutes) and hold up other PA flyers who need counter service. I'd be ticked off if I was behind me and there were limited PA agents.

Alnola

Thanks for your reply. We intend to take it further, maybe an old fashioned letter to Ms. Pet Policy.

Perhaps the counter agents need to fill out the forms regardless, to keep a count on pet traffic. Sometimes we are asked to show full health certificates, other times just the rabies/vac tags, other times nothing (oh, what cute dog).

Seems ridiculous, since they have a count by the $$$ fee we pay and you can't get through security or board without the receipt.

Aside from the confusion, the agents are taking time to fill out a form (at least 5-7 minutes) and hold up other PA flyers who need counter service. I'd be ticked off if I was behind me and there were limited PA agents.

Alnola

I would stand firm and refuse to do extra paper work at the counter. ^