Originally Posted by
JonNYC
That's for AA to answer. Which I doubt they will. Just one of dozens of examples of policies the we know of here on FT that aren't on AA.com nor common knowledge. Maybe there's some legal/other reason(s) why they don't publish the info, no idea.
Thanks. I did write into CS and immediately got a reply after only a few hours. They linked me to the CoC and said it contains "detailed information" on the baggage cutoff time. Which it most certainly does not.
In the grand scheme of things this is not a hill I want to die on, but it is emblematic of the program you, yourself, just mentioned. AA has dozens of policies that are not clearly described or communicated in any way.
I've heard all the excuses:
The merger, lots of new employees, IT challenges, culture change, etc. It all goes back to one thing: you have an obligation to act in good faith with contracts and your customers. If you purposely don't disclose information, rely on its dissemination through opaque channels, and do not attempt to fix issues once they are raised - that is not acting in good faith.