Originally Posted by brian1975

I was just at that check in line yesterday at LAX, and I can tell you that my experience was no better. I didn't have a printout of my itinerary with me, since I was in line to change my ticket to fly that day instead of the next. When the agent asked me for my flight number, I replied that I didn't know, and I was about to give her my MP number before she very rudely (and very loudly so everyone else in line behind me could hear) stated that she "couldn't possibly waste her time searching through hundreds of flights to find mine" and that I should "move out of the way so that she could assist someone else who does know when they're flying."

I was so pissed at that last comment that I stood my ground and very loudly told her that she was being a rude b*tch and that it was her job to look up my flight-- that's why the airline pays for her to stand there with that computer terminal that has all the flights and tickets in it. She claimed to not be able to locate my flight details by my MP number (even though it was an award flight booked with MP miles), and I had to spend a few minutes digging through my bag looking for the ticket stub from the outbound flight. Then, she magically found it once I provided the PNR.

I complained to a Service Director at LAX, and was treated horribly. The original agent took her aside and spoke with her loud enough so that everyone else could hear and told the Service Director that I had cut the line (NOT TRUE AT ALL), and "acted like the world revolves around him."

I'm sorry, but the Elite check-in agents in LAX deserve an "F" in customer service. How horrible that an agent would be upset for having to do something simple as lookup an itinerary. I'll be sure to try out the regular check-in lobby next time. Those folks in the Elite check-in seem to think that their job description includes treating customers poorly and only doing what they feel like doing and nothing more.


--b