Quote:
Originally Posted by Ombudsman
I agree with jimworcs assesment and wanted to add that your best bet was to remain at the baggage office to await her arrival. The AA employee there had the means of contating the agent at the arrival gate so that you could have been assured of her arrival and that she was being escoted to the baggage office to meet you.
Furthermore your complaint with the TSA is unwarrented as tgeyy were only following procedure. Without a valid boarding or gate pass you will not be allowed beyond the security checkpoint under any circumstances.
It would be a nice gesture on AAs part to refund the fee for tge return flight however she was accompanied by an AA employee until reunited with you and just because that took place in the terminal rather than the gate area was simply a minor inconvenience. I feel the travel voucher is fair compensation for the misinformation you received over the phone. The agent should have double checked the hours for the counter before advising you.
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I don't think you know what you are talking about. At all. First of all, the AA employee at the baggage office told me to meet her at the construction exit not the baggage claim office. He could have or should have been able to contact someone to assure me that my daughter and her custodian would know where to go promptly on arrival. I certainly would have waited there if he had done what you hypothesize, ie contact the gate and tell them where to meet me. Your point here is plain wrong.
The initial TSA Agent was in the right when he told me that there was nothing he could do? You are not kidding, are you? I'm well aware that the TSA is there to provide security not hand out free passes to the gate but he certainly could have said something like, "I can't let you through but let me see if me or one of the 12 other TSA agents standing around here doing nothing can find out how to help you. Or maybe I will get my Supervisor."
You point here is plain wrong. Absolutely. I work in public service and if someone asked me something that was out of the scope of my job, I'd be ashamed to shrug them off and say, I dunno.
Lastly, a nice gesture?? Again, you're not kidding, are you? I paid a fee to American Airlines that I believe should have assured that I get accurate information on where and how to pick up my daughter on time. American Airlines is or should be aware that they have an ongoing problem doing so. There were no extenuating circumstances. This was a normal everyday, no problems flight. The transfer of care should have been seamless. It was not. American did not live up to their end of the deal and I believe I should get my fees refunded.
But most importantly, someone at AA needs to contact me and tell that they are rectifying this situation.