I'm having a hard time to find a Customer Service that know their own rules, I will try to keep it as simple as possible.
Me: member since 2004, I actually have GLD status with AA
Problem: Three weeks ago I flew MIA-EZE (Y) with 2 checked bags, one of them was overweight by 3 pounds (I'm not kidding), the airport agent charged me $250 for overweight (I did not have the time to remove a pair of shoes/jeans, find a bag and wrapped this bag again).
When I return, I found that the actual charge was $100, not $250, I sent an email to Customer Relations
1st email:
Me: I asked nicely if I could get a refund for the whole amount
AA: blablabla: No
2nd email:
Me: I would like to request a refund for the difference ($150), since the airport agent charged me the wrong amount for my route
AA: the actual price is correct, when
traveling domestically we charge $100 for overweight (51 to 70) and $200 for 71 to 100, we charge for $200 for oversized item exceeding the 62 linear inchs, for excess baggage, we charge $150 for a third.
For information about international destinations, please visit ww.aa.com/baggage.
3rd email:
Me:I checked the website, it says that US-South America is $100 for overweight (my case)
AA: the charge is correct, $100 for overweight, but is $150 for the third bag
4th email:
Me: I did not check 3 bags, just 2 which is the amount that is allowed (free of charge)
AA: I never got the answer
Since I never got an answer, I decided visit my local Travel Center (Coral Gables). They check my PNR, they found that I have only checked 2 bags, which is the free allowance for that route, they even confirmed that the airport agent charged me the wrong amount, but I can only get a refund from Customer Relations
5th email
yesterday)
Me: I'm requesting a refund of $150, I went to my local AA Travel Center etc..
AA: we had verified that only 2 bags were checked, the correct charge for a second bag on your route is $100, plus an additional charge of $100 for overweight, a credit ($50) will be posted in your next CC statement
6th email (today)
Me: please check the information again, per aa.com, my allowence is 2 bags, not one, the correct amount should be only $100 for overweight
AA: last response
I am pleased to review our checked bag policy for a Gold member of the AAdvantageŽ program. The section you quoted from aa.com does indeed state that two bags are allowed. If you read further you will see that charges do apply:
THE UNITED STATES, THE U.S. VIRGIN ISLANDS, PUERTO RICO, CANADA AND SOUTH AMERICA (EXCEPT BRAZIL, CHILE, PERU) TO/THROUGH/FROM EUROPE
For tickets purchased on or after June 6, 2013
ˇ $100 for the second checked bag. Exceptions may apply.
ˇ $200 for any additional pieces.
Exceptions: The following passengers will be allowed a 1st and 2nd checked bag at no additional charge (for tickets purchased on or after April 8, 2014) provided it falls within the size and weight limitations. These free checked bag allowances apply on flights marketed and operated by American Airlines, or on flights marketed by American Airlines and American Eagle service.
AAdvantage Gold members, oneworld alliance Ruby members and Alaska Airlines MVP members
I hope this explanation is helpful, Mr Fedechat. The adjustment that we ordered, under these guidelines is correct. It is always our pleasure to serve you, and we are eager to do so again soon. Please give us another opportunity to earn your business.
AA adjustment that we ordered=$50
7th email (today, last one)
Me: please check the information again, per
http://www.aa.com/i18n/travelInforma...sp#!basic-info
TRAVEL TO/FROM SOUTH AMERICA
For tickets purchased before April 8, 2014
One bag checked: No charge
62 in/158 cm (checked)
50 lbs./23 kgs (checked)
For tickets purchased on or after April 8, 2014
Two bags checked. No charge
62 in/158 cm (checked)
50 lbs./23 kgs (checked)
Charges may apply for additional bags. Exceptions apply
I can't believe it!!!, I'm keeping a different answer on every email, how is possible that AA CR doesn't know their own rules, even if I bought the ticket before April 8, I was AA Gold, but no, I bought it after that date, I even went 2 times in the last 4 months.