[jamescchong@gmail.com]

To Whom This May Concern

I am writing to you about my experience with your ground service on July 20 around 8pm at LAX. Your ground service staff were both ignorant and incompetent. As a result, it really made my travel with you on flight 707 unnecessarily complicated and stressful.

Problem 1
I checked in online but was not able to print my boarding pass due to the lack of access to a printer. I arrived at the airport at 8.05pm. I was not able to use the machine to print the boarding pass. I went to the agent and was informed that the flight was closed (the departure time was 9pm). I explain to the agent that I had already checked in and all I needed was a hard copy boarding pass. I was told the same thing again. This circular conversation went on for 15 minutes and at which time, I was referred to the supervisor. The supervisor took the same line of explanation for another 5 minutes until she took another look at my record and discovered that I have already checked in. Then it was already 8.30pm. She then told me I was not going to make the flight because the security wait was over 30 minutes. She reluctantly printed me the boarding pass after I told her I am an Executive Platinum member of American Airlines AAdvaantage program(xxxxxxx, 4.5 million program miles). I went through the security line (using the first class line) and got to the gate in 10 minutes!

Problem 2
During boarding, the gate agent asked me to put my luggage in the measurement cage. I informed her that it is a standard 22 inch Tumi. She insisted I do that and told me that if it does not fit it does not go on the plane! Well, it fit perfectly. It is a standard 22 in Tumi! I have flown over 2 million miles butt in the seat miles in the last 20 years and have never ONCE been asked to do that! Furthermore, the flight (AS707) was not full at all. There were 25 seats open. Indeed, the seat next to my seat was open. What is the purpose or justification for her action? A gate agent that does not even recognize a 22 in. Tumi should not be doing gate duty.

I fly Alaska mainly on two routes. YVR to and from SFO and YVR to and from LAX. I have already switched to Air Canada for the YVR to and from SFO flight due to the lack of non stop being operated by your airlines. The only reason I am still flying your Airlines between YVR and LAX is because of the Aadvantage program. However, this experience today is making me re-evaluate this decision.




Regards,

James Chong
CEO
Techlive Inc.