Originally Posted by ContinentalFan

She explained that AA is still on a learning curve at SFO with the checked baggage policy and that they're supposed to give some leeway to elites and those in FC. She admitted that the message apparently didn’t get through—the part about enforcing the baggage policy did, but not discretion when it comes to dealing with frequent flyers. The system seemed to fail twice: with both the contract employees and the manager at check in. What impressed me further was that she gave me her number and asked me to call her the next time I am at SFO, so she could walk me through.

I was very impressed. Impressed that AA clearly had thought through the possible inconvenience to the frequent flyers and had a mechanism to deal with it—though it is a work in progress. However, I was really impressed that the station manager recognized an issue, was prepared to intervene, took time to talk to a customer and had a solution to make sure that the problem doesn’t happen again. Kudos to AA. Much more than I could have expected.