unprofessional and rude customer service
 

I'm very disappointed with American Airline customer service on my recent travel to Montreal, Canada. I booked this trip for my 2 kids, my mother, and my sister going to Canada for my brother's wedding. With my mother and sister's US permanent resident status, I confirmed travel regulations with Canada Embassy, US Customs and Border, and last American Airline before booking. They all stated that an US Permanent Resident with the Green Card will able to travel to Canada with no problem. However at connection flight in Miami Florida, customer service at the boarding counter stopped my mother and sister and refuse to help. "I can't help you without a passport, next please". The fact that the flight was delayed, they rushed us out of the way and boarded others. I tried to ask them to check out the system but they already started packing their stuffs and leaving. Luckily my mother brought her Vietnam passport so they let her through. I couldn't leave my sister behind because she is new to America and doesn't speak any English. I called the 1-800 AA customer service to get help. The representative was nice and helpful but she could not do anything at this point beside booking us a another flight the next morning and document all the matter. She also pointed out that AA should already stopped us at Jacksonville, Florida if our travel did not meet regulations. Next morning we did get our flight out to Montreal, Canada with no further problem.
I'm very disappointed and upset with AA customer service in Miami boarding counter. They refused to look into the problem, and very much rude. I still remember the only thing they had to tell me that "Do you want to get on board or not?" and packing their stuffs to leave. Despite the fact that my sister and I missed our brother wedding ceremony on Saturday noon, we did not have anything with us to lay over the night, all our stuffs were checked-in at Jacksonville, FL. We had to spend money for taxi, a motel nearby, food for my 5 years old and 1 year old.

Can someone advice me what to do to complain AA? IS there some rights that I can exercise? Thank you.

i thought that without a passport you cant fly or enter another country unless theres some form of agreement like the EU

i know everytime i have driven to and from canada they have checked out my passport

US permanent residents still can travel with theirs Green Card to countries like Canada, Mexico... My sister didn't have any trouble entering Canada the next day also coming back to the US with her Green Card.

However the passport book is STILL REQUIRED if entering by air along side the US Residency card. The US Residency card just means that she does not have the I-94 white card when travling out of the USA.

She wasn't though. Complain to AA and copy your complaint to the DOT. The airline staff were ignorant and stupid snd I think you are entitled o except to be compensated.

No you don't! Read here https://help.cbp.gov/app/answers/det...%3D%3D/p/0/c/0

Now wait a minute...I am absolutely shocked that an American aircarrier would have employees who are ill-tempered, ill-informed and ill-trained. Shocked.

The airline sympathizers on this board will now blame you for not being prepared for any contingency when the air carrier makes the inevitable mistake. Next time bring your birth certificate, passport, high school/college diploma and any other document you may or may not possess. Bring a sleeping bag because they will not provide lodging when their system fails, but of course, when you eventually are allowed to board it will have to be checked with the corresponding bag fee. And don't forget to pack a lunch (and dinner and breakfast for the next day).

It is surprising they even allow us to fly their precious airplanes because we are just so damned difficult.

Just say thank you and move along.

you need a passport to travel internationally the majority of the time

needed it when i flew from jfk to vancouver, and on the way back, needed it when i drove up to niagra and went to the canadien side

This applies to US citizens, NOT to US permanent residents.

same rules apply, if a US citizen needs a passport, why wouldnt a green card (perm resident) not need one-considering i have a british passport but also am a p. resident and still needed to show my passport

you need your passport to go between the US and canada

Well let me clear this thing for u once and for all. First of all, the ignorant AA employees stopped her at Miami, and then allowed her to board with her ONLY green card the next day. Keep in mind, Canada custom & border DID NOT give her any hard time with the green card entering and leaving. Secondly, some of us immigrants once left our origin country, the (communist at least) country would not allow us to apply for passport. On the other hand, only US citizens can apply for US passport. This is where the conceptional comes in for US permanent residents.