How to contact OneWorld re: TAM's insane interpretation of Emerald Extra Baggage rule
#1
Original Poster
Join Date: Jan 2005
Programs: AA-EXP, LATAM Gold+, BA-Blues
Posts: 720
How to contact OneWorld re: TAM's insane interpretation of Emerald Extra Baggage rule
In another thread, I've just recounted an infuriating experience with TAM regarding the OneWorld Emerald extra baggage allowance.
(Short version: in TAM's view - different from every other carrier I've dealt with in the alliance - the extra allowance only applies to domestic-discounted-economy tickets, which ignores basic arithmetic and makes a mockery of the whole benefit when traveling in business class.)
I've tried looking for a OneWorld contact e-mail address to which I can send a message about this experience, in the hope they can help prevent similar confusion in the future.
Does anyone here have such a contact?
(Short version: in TAM's view - different from every other carrier I've dealt with in the alliance - the extra allowance only applies to domestic-discounted-economy tickets, which ignores basic arithmetic and makes a mockery of the whole benefit when traveling in business class.)
I've tried looking for a OneWorld contact e-mail address to which I can send a message about this experience, in the hope they can help prevent similar confusion in the future.
Does anyone here have such a contact?
#2
Moderator, OneWorld
Join Date: Feb 2002
Location: SEA
Programs: RAA RIP; AA ExEXP
Posts: 11,802
In another thread, I've just recounted an infuriating experience with TAM regarding the OneWorld Emerald extra baggage allowance.
(Short version: in TAM's view - different from every other carrier I've dealt with in the alliance - the extra allowance only applies to domestic-discounted-economy tickets, which ignores basic arithmetic and makes a mockery of the whole benefit when traveling in business class.)
I've tried looking for a OneWorld contact e-mail address to which I can send a message about this experience, in the hope they can help prevent similar confusion in the future.
Does anyone here have such a contact?
(Short version: in TAM's view - different from every other carrier I've dealt with in the alliance - the extra allowance only applies to domestic-discounted-economy tickets, which ignores basic arithmetic and makes a mockery of the whole benefit when traveling in business class.)
I've tried looking for a OneWorld contact e-mail address to which I can send a message about this experience, in the hope they can help prevent similar confusion in the future.
Does anyone here have such a contact?
#3
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,588
Wirelessly posted (BlackBerry: BlackBerry8530/5.0.0.1030 Profile/MIDP-2.1 Configuration/CLDC-1.1 VendorID/417)
Don't know if this will help the OP, but it appears that oneworld has both a Facebook and a Twitter presence.
Don't know if this will help the OP, but it appears that oneworld has both a Facebook and a Twitter presence.
#5
Original Poster
Join Date: Jan 2005
Programs: AA-EXP, LATAM Gold+, BA-Blues
Posts: 720
Thanks Himeno.
I've just sent off a quick message, and received the following auto-reply:
Will report back here if I ever receive any follow-up, and in the other thread I'd mentioned with the content of that response.
[Of course, if it makes sense to eventually merge both threads in one place.... Mods, that's your call]
I've just sent off a quick message, and received the following auto-reply:
Thank you for submitting your question to the oneworld Alliance.
We will investigate your query and we will respond back to you within 3-5 business days.
If you need immediate assistance, please feel free to contact a oneworld member airline directly.
Sincerely,
oneworld Alliance
We will investigate your query and we will respond back to you within 3-5 business days.
If you need immediate assistance, please feel free to contact a oneworld member airline directly.
Sincerely,
oneworld Alliance
[Of course, if it makes sense to eventually merge both threads in one place.... Mods, that's your call]
#6
Join Date: Jun 1999
Location: Rio de Janeiro, BRAZIL
Programs: AA 4MM EXP; Starwood Lifetime Plt
Posts: 2,498
In another thread, I've just recounted an infuriating experience with TAM regarding the OneWorld Emerald extra baggage allowance.
(Short version: in TAM's view - different from every other carrier I've dealt with in the alliance - the extra allowance only applies to domestic-discounted-economy tickets, which ignores basic arithmetic and makes a mockery of the whole benefit when traveling in business class.)
I've tried looking for a OneWorld contact e-mail address to which I can send a message about this experience, in the hope they can help prevent similar confusion in the future.
Does anyone here have such a contact?
(Short version: in TAM's view - different from every other carrier I've dealt with in the alliance - the extra allowance only applies to domestic-discounted-economy tickets, which ignores basic arithmetic and makes a mockery of the whole benefit when traveling in business class.)
I've tried looking for a OneWorld contact e-mail address to which I can send a message about this experience, in the hope they can help prevent similar confusion in the future.
Does anyone here have such a contact?
#7
Join Date: Feb 2010
Programs: skyteam
Posts: 51
How to contact OneWorld re: TAM's insane interpretation of Emerald Extra Baggage rule
In alliance each airline sets their own Baggage rules for Elites
In Sky Team there are different rules set by each airline
So best to check before hand
My Son being BA Gold ended up paying excess baggage as Quantas had different rules
In Sky Team there are different rules set by each airline
So best to check before hand
My Son being BA Gold ended up paying excess baggage as Quantas had different rules
#8
Original Poster
Join Date: Jan 2005
Programs: AA-EXP, LATAM Gold+, BA-Blues
Posts: 720
This restriction is actually true of TAM's rules for their own elites in business class. It's only one extra bag, either for business or elite, but not both. So the maximum is 3, not 4, checked bags. Nonetheless, in my experience they do accept 4 bags on the JFK-GIG flight.
But my case was somewhat different: an AA operated and marketed flight from USA to Brazil, with a domestic-add on operated & marketed by TAM. Regardless of the latter's policy on their own flights, when issued as part of a single ticket, I'd understood the baggage allowance of AA (the over-water airline, or Most Significant Carrier) should apply to the entire journey. Mid-journey was no time to be told otherwise.
#9
FlyerTalk Evangelist
Join Date: Oct 1999
Location: Juneau, Alaska.
Programs: AS 75K;BA Silver;AA G;HH Dia;HY Glob
Posts: 15,817
In the description above - which matches what TAM told me as well - the Emerald extra baggage benefit would seem to only apply when traveling in economy class. And while I personally think that's nuts, if TAM wants to apply such illogic to their own flights, I suppose that's up to them. [And I'm glad to hear that on the JFK-GIG flight, good sense and basic arithmetic prevail]
But my case was somewhat different: an AA operated and marketed flight from USA to Brazil, with a domestic-add on operated & marketed by TAM. Regardless of the latter's policy on their own flights, when issued as part of a single ticket, I'd understood the baggage allowance of AA (the over-water airline, or Most Significant Carrier) should apply to the entire journey. Mid-journey was no time to be told otherwise.
But my case was somewhat different: an AA operated and marketed flight from USA to Brazil, with a domestic-add on operated & marketed by TAM. Regardless of the latter's policy on their own flights, when issued as part of a single ticket, I'd understood the baggage allowance of AA (the over-water airline, or Most Significant Carrier) should apply to the entire journey. Mid-journey was no time to be told otherwise.
http://www.tripadvisor.com/Travel-g4...ine.Trips.html
#10
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
In the description above - which matches what TAM told me as well - the Emerald extra baggage benefit would seem to only apply when traveling in economy class. And while I personally think that's nuts, if TAM wants to apply such illogic to their own flights, I suppose that's up to them. [And I'm glad to hear that on the JFK-GIG flight, good sense and basic arithmetic prevail]
But my case was somewhat different: an AA operated and marketed flight from USA to Brazil, with a domestic-add on operated & marketed by TAM. Regardless of the latter's policy on their own flights, when issued as part of a single ticket, I'd understood the baggage allowance of AA (the over-water airline, or Most Significant Carrier) should apply to the entire journey. Mid-journey was no time to be told otherwise.
But my case was somewhat different: an AA operated and marketed flight from USA to Brazil, with a domestic-add on operated & marketed by TAM. Regardless of the latter's policy on their own flights, when issued as part of a single ticket, I'd understood the baggage allowance of AA (the over-water airline, or Most Significant Carrier) should apply to the entire journey. Mid-journey was no time to be told otherwise.
The DOT rule simply provides that the baggage allowance of the marketing carrier for the first segment of a ticket, applies to all segments of the ticket. This does not include waivers for additional bags extended to status, CC holders and the like.
Thus, if your first segment was AA-marketed and was USA-Brazil, your allowance was 2 bags. That same allowance applied onwards. AA could choose to adhere to IATA 302, but it doesn't and DOT thus doesn't care about over the water.
If you did not get that allowance from JJ, you have a DOT complaint against JJ.
OW itself is a marketing operation. All that will happen is that some clerical somewhere will forward the complaint to AA/JJ as the case may be. OW itself has no authority to force anybody to do anything. It is a creature of JJ (and other carriers), not the other way around.
#11
Original Poster
Join Date: Jan 2005
Programs: AA-EXP, LATAM Gold+, BA-Blues
Posts: 720
The DOT rule does not apply to additional baggage allowed for class of service or for elite status. Here is one explanation:
http://www.tripadvisor.com/Travel-g4...ine.Trips.html
http://www.tripadvisor.com/Travel-g4...ine.Trips.html
This bit would seem to be the section that covers my experience:
Originally Posted by tripadvisor
FREQUENT FLIER AND CLASS OF SERVICE BENEFITS ARE NOT APPLIED TO ALL DOWNSTREAM FLIGHTS
The one area when baggage allowances can differ is when additional bonus allowances are provided by the FMC for class of service (e.g. business class) or frequent flier benefits. The downstream airline is not forced to provide those benefits (e.g. 3 free bags for an economy flight); they only have to apply the base allowance which is the FMC’s standard economy allowance. In practice, downstream airlines will provide additional allowances if you fly with them in a premium cabin (their own business class allowance) and if they are an alliance partner (alliance benefit allowance).
The one area when baggage allowances can differ is when additional bonus allowances are provided by the FMC for class of service (e.g. business class) or frequent flier benefits. The downstream airline is not forced to provide those benefits (e.g. 3 free bags for an economy flight); they only have to apply the base allowance which is the FMC’s standard economy allowance. In practice, downstream airlines will provide additional allowances if you fly with them in a premium cabin (their own business class allowance) and if they are an alliance partner (alliance benefit allowance).
And so, when a business class ticket is notated with a "3PC" baggage allowance, I'd never have guessed that this was composed of a base-allowance + a bonus-allowance, and that only the former would apply to downstream connecting sectors. In my specific case, even TAM didn't argue this - since they recognized that my ticketed allowance was indeed 3-pieces. They just balked at granting an additional free piece on account of my OneWorld Emerald status. And since the extra baggage benefit is an explicit OneWorld benefit (which I sincerely value), I was a bit stunned at the incoherent grounds on which TAM resisted to offer it.
#12
Join Date: Sep 2005
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And so, when a business class ticket is notated with a "3PC" baggage allowance, I'd never have guessed that this was composed of a base-allowance + a bonus-allowance, and that only the former would apply to downstream connecting sectors. In my specific case, even TAM didn't argue this - since they recognized that my ticketed allowance was indeed 3-pieces. They just balked at granting an additional free piece on account of my OneWorld Emerald status. And since the extra baggage benefit is an explicit OneWorld benefit (which I sincerely value), I was a bit stunned at the incoherent grounds on which TAM resisted to offer it.