Originally Posted by spacewrangler
Well, it isn't their area of expertise. You wouldn't ask baggage service about AAdvantage awards to Europe, would you?
I have no idea why the PLAT desk should not be expected to have access to basic customer service info.
Ticket and GA handle vouchers for hotel and food, for example, beyond merely ticketing.
When I asked for customer service, I expected to get the services of what AA evidently calls "customer relations," not someone whose job it is to handle award travel only.
Your comment merely legitimizes the lack of forethought - or in these circumstances much though at all - in serving customers.
It is hardly the expertise of baggage to provide customer service regarding what are allowable expenses, IMO. Their job, is seems to me, should be limited to baggage handling since you ask.