The point is simple. If you are going to have rules, then stick to them.
sshanker was cutting it fine to take a flight from SFO, arriving 35 minutes before departure.
But, AA's rules allow that. They had no luggage and were within the cut off time, so AA should have provided boarding passes. If they had not been able to go through security in time, it would have been their own fault.
The airlines want it both ways... stick rigidly to the rules when it is to their advantage, but apply them capriciously when they want to stuff the passenger.
The link cortney helpfully provided, proves the opposite of what she was trying to say. Here is the wording
Quote:
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For customers checking baggage, cutoff time for baggage check-in is 30 minutes before departure for all airports in the U.S. with the following exceptions
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The time was 40 minutes for SFO. The key phrase is "
for customers checking baggage". This customer was not checking baggage.
It is not for the airline to judge the decisions of their passengers. The staff should simply apply to rules that they set out in their terms of carraige. If they do not, they are in breach of contract.
sshanker wanted to cut it fine. The rules allow that. It was at their own risk. AA exploited that to bump them. I think she should complain to the DOT and while she is at it, she should complain about the inconsistent and incorrect information provided when she complained. It appears that AA is reserving the right to make the rules up as they go along.