Eujeanie

Haven't flown AA in many years, so a little confused.

At check-in at EWR, there were 2 manned lines, one that said "First Class/Priority Access" and everyone else.

My husband is AA Gold, so we went to the FC/PA line. Agent called us up saying "First Class?" and we said no, Gold. She said "this line is First Class only" and made us go to the end of the regular line. My husband asked "is there an Elite line?" and was told no.

Well, of course, when we got to the front of the line there were no FC's in line, and of course we got the same agent. Processes us (not without another unrelated "issue"), and of course our BP's said "Priority Access".

So at EWR there is no line that takes Golds, Plats, ExPlats at all? You're either flying up front or you're not?

JTK

The agent was incorrect, from the website...

Priority check-in area
Executive Platinum and Platinum members may check in at any First Class lane regardless of the class of service in which you are traveling on American Airlines
Gold members may check in at any Business Class lane. In airports without Business Class check-in, First Class check-in is available for you

Eujeanie

Great.

Well, it's over now. I just knew it couldn't be right that one whole line was dedicated to the few FC seats only.

AA-Flyer-SAN

I paid for an anytime fare for my brother so he'd have PRI ACCESS and use of that line. Gate agent at Orlando made him use regular line and eventually missed his flight due to the long lines (ORD). I told him not to worry because he would have access to that line. Needless to say I was quite annoyed.

Debonaire

I'm pretty certain you have Priority Access, so you should have had access to that line. Next time someone asks you if you are first class, just say yes and move on.

Eujeanie

But the agent would have seen that we were not in First, and sent us away, just as she did. This was not a line triage agent, but the actual one behind the desk checking in passengers.

Debonaire

Ah I see, my mistake. They still should have processed Priority Access though. I'd say you send in some communication to AA about this issue so there is better training.

Eujeanie

I think that's a good idea, especially considering the other poster's similar experience. Would this be just through a regular e-mail channel?

Debonaire

There is a section on this form where you're allowed to choose "airport personnel". As for how much effect it will have, well, who knows.

Eujeanie

Filled it out and sent it in, I'll let you know if I hear anything back.

AA-Flyer-SAN

I think both agents are contract and not AA employees

tegelad

The line/queue opening against the wall (to the right side if looking down the TSA cattle shoot) is the priority access line, so if you have the AA credit card that drops "priority access" on the ticket, have elite status, or fly first class. This is the line for you. The other line to closest to the ticket counters is for everyone else.

Now ... that wonderful gal/guy with the red jacket that is near their "supposedly" checking tickets ... is from the airport ... and has extremely limited knowledge .... My usual answer with that is showing them my EXP card and saying "yes" to anything they say ....

However ... that Terminal TSA guards is my least favorite due to the faulty bomb detecting equipment, the sweat box that it turns into summer and sometimes winter .... in fact if I go down instead of up after death .... I can guarantee you that the entrance to hell will look exactly like it ... just without the Admirals club ....

+-ADT

Eujeanie

Got a response already:

Thank you for contacting us. As an AAdvantage® elite member, you are among our most valued customers, so it is particularly troubling to hear that you were disappointed by our service. Please accept my apology for your recent inconvenience.

Every day we depend on our people to serve our customers well. We strive to train our employees to be courteous and knowledgeable but our efforts are of little value if we fail to provide professional service. We are deeply disappointed that you did not receive the treatment you deserve when you traveled with us. Please accept our apology.

We have forwarded a copy of your comments to the appropriate management personnel with an eye toward improvement. We are always eager to do a better job in the future.

seawolf

Little O/T. There is no PreCheck at EWR? Any priority security lanes?

SJC AA

There's fake PreCheck. You get to keep your shoes on and use the metal detector. Pretty sure it can be accessed by a priority security lane.