SAN - Rude/Unprofessional Gate Agent
#1
Original Poster
Join Date: Apr 2015
Posts: 50
SAN - Rude/Unprofessional Gate Agent
Hello, all.
I flew AA non-stop SAN-ORD today.
I booked a regular economy ticket through a third party site and forgot to choose my seat ahead of time, so I was assigned seat 30E at some point before I checked in for the flight. I checked in about T-50, and attempted to change my seat to 15E and received an error message that it was too close to departure to change myself and to see an agent. The only other blue/free seats were middles or one aisle/window near the rear of the plane, which I did not want.
I approached the GA, asked to change to 15E, which after a few moments he did. As I was gathering my belongings to join the boarding lane, he says to me <first name>, you're on one of those $38 or $58 fares, so if I see you in any other seat except this one when I do my final walk-through, that's it, you're off the plane. These were his exact words.
He had been surly from the moment I stepped up to the podium so I did not escalate and just agreed to what he said and boarded. I assume he said this because many of the green/orange seats were empty, but still found it very rude to address me in a condescending nature and threaten to throw me off the plane after changing my seat. And no, my last name is not difficult to pronounce. That said, two questions:
1. If I send in a complaint can he be identified some how through my new boarding pass/seat change?
2. Is it worth complaining about or am I overreacting?
I flew AA non-stop SAN-ORD today.
I booked a regular economy ticket through a third party site and forgot to choose my seat ahead of time, so I was assigned seat 30E at some point before I checked in for the flight. I checked in about T-50, and attempted to change my seat to 15E and received an error message that it was too close to departure to change myself and to see an agent. The only other blue/free seats were middles or one aisle/window near the rear of the plane, which I did not want.
I approached the GA, asked to change to 15E, which after a few moments he did. As I was gathering my belongings to join the boarding lane, he says to me <first name>, you're on one of those $38 or $58 fares, so if I see you in any other seat except this one when I do my final walk-through, that's it, you're off the plane. These were his exact words.
He had been surly from the moment I stepped up to the podium so I did not escalate and just agreed to what he said and boarded. I assume he said this because many of the green/orange seats were empty, but still found it very rude to address me in a condescending nature and threaten to throw me off the plane after changing my seat. And no, my last name is not difficult to pronounce. That said, two questions:
1. If I send in a complaint can he be identified some how through my new boarding pass/seat change?
2. Is it worth complaining about or am I overreacting?
#3
Join Date: Apr 2004
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#4
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I personally don't care, but some might find it odd to be called by just their first name by a stranger.
#5
Join Date: Sep 2019
Location: NYC, SEA
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Posts: 740
Yes, worth complaining about. That's well past mere laziness (which itself might be worth complaining about) and into the realm of gratuitous aggression.
#6
Join Date: Nov 2007
Location: Los Angeles
Programs: AA LT Gold
Posts: 3,646
The GA actually gave the seat you wanted and you enjoyed that seat for 4+ hours. Why would you complain about a 10 secs interaction?
Fact: Your complaint to AA will achieve nothing.
Even if it is possible to identify the GA name, he won't be reprimanded or sent back to training.
Objectively, he changed your seat as requested and emphasized to you company policy. He did not insult you. He did not use profane language.
All that there is here is YOUR perception that he had a surly tone.
Forget about it. Move on.
Fact: Your complaint to AA will achieve nothing.
Even if it is possible to identify the GA name, he won't be reprimanded or sent back to training.
Objectively, he changed your seat as requested and emphasized to you company policy. He did not insult you. He did not use profane language.
All that there is here is YOUR perception that he had a surly tone.
Forget about it. Move on.
#8
Join Date: Jun 2018
Posts: 153
Pax changing seats after boarding are not really well received, in regards of safety & security.
If anything happens, it would be better, if the manifest could match pax & actual seat.
Identifying an agent would be easy, if he was signed-in at the gate. SABRE prints a 3-character agent-ID on every boarding pass. If there were multiple agents, there is a chance that somebody else's ID was printed.
If anything happens, it would be better, if the manifest could match pax & actual seat.
Identifying an agent would be easy, if he was signed-in at the gate. SABRE prints a 3-character agent-ID on every boarding pass. If there were multiple agents, there is a chance that somebody else's ID was printed.
#9
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#10
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If you don't like what they said, the manner in which they said it, then I would contact them. If he/she has form for it then I am sure it will be in the system somewhere.
#11
Join Date: Sep 2016
Posts: 1,159
EDIT: In addition, linking treatment onboard to a judgement about the dollar amount paid for the ticket (i.e., that someone on a subjectively "low" fare can be treated worse -- not tied to published booking-class benefits/criteria) is not part of any AA policy I know of.
Last edited by FlyingEgghead; Dec 17, 2020 at 3:37 am
#12
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The warning is not warranted. But other than CS perspective, I don't see anything wrong in this.
FWIW - you are not supposed to switch seats unless you have consulted an airline employee (GA or FA). Seat assignment is important sometimes as the airline has to balance the weight for take-off and landing.
FWIW - you are not supposed to switch seats unless you have consulted an airline employee (GA or FA). Seat assignment is important sometimes as the airline has to balance the weight for take-off and landing.
#14
Join Date: Dec 2013
Location: ORD, sadly...
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Posts: 599
#15
Original Poster
Join Date: Apr 2015
Posts: 50
Thank you for all the responses.
In regards to the agent's perceived surliness, I say this because when I approached the podium I was greeted with "What do you need?" followed by, "that's still a middle seat" (30E to 15E). I didn't want to bog down my original post, but his tone and word choice throughout was not necessarily professional.
Normally, I would not have a problem being addressed by my first name, but this interaction was anything but cordial and I just did not think it was appropriate to address me so casually with an unwarranted threat of deplaning.
In regards to the agent's perceived surliness, I say this because when I approached the podium I was greeted with "What do you need?" followed by, "that's still a middle seat" (30E to 15E). I didn't want to bog down my original post, but his tone and word choice throughout was not necessarily professional.
Normally, I would not have a problem being addressed by my first name, but this interaction was anything but cordial and I just did not think it was appropriate to address me so casually with an unwarranted threat of deplaning.
Last edited by NRoften; Dec 17, 2020 at 10:03 am