[ecarrazana]

I am flabbergasted with the crew’s behavior and would have never expected this from employees of American Airlines. I was the target of major abusive behavior by this crew and it is my duty to take it as far as I can, given that I am a platinum member and personally and professionally leave a lot of money on AA’s table.

I flew with my 9 pound dog on the above mentioned flight, just as I regularly do since February of this year. I understood her bag was FAA approved, only to find out on this flight that it wasn’t. It had never been called to my attention or mentioned at any time. Also, I always bring my health certificate with me. This specific flight I had accidentally put it inside my suitcase. I had not paid a ticket, since I was told only checked pets had to pay, so I came into the plane as I usually do, with my dog inside her purse and her head sticking out. By all means I am not excusing myself for this, it is what it is, but a series of AA staff members interacted with me since before I got in the plane, and nobody told me anything. If I would have been consciously violating any rules I would have acted differently and for example never let the dog stick her head out of her bag at any time.

The lady that received me at the entrance of the plane gate had an attitude since the beginning. She looked at me in a way that literally made me uncomfortable. I greeted her normally and even told her my pet’s name was Gigi, to which she had no reaction. She was a red headed middle aged woman who worked with the purser on first class.

I was assigned an exit row, given my elite status, and when she saw me taking the seat she yelled at me from across the hall saying I couldn’t sit there with the dog. I said there was no problem, I went and showed her my platinum status ticket and asked her for a good sit, regardless of exit or not. She went outside and got the supervisor, who came up to me and asked me if my dog was for emotional distress in front of the rest of the passengers. Even when I thought it was rude, I laughed jokingly saying that I was in emotional distress over all the commotion that was taking place over this. He then asked me for my health certificate and I looked in the bag, only to notice I had put it inside my suitcase. I literally told him I would pay anything I had to pay, since he was informing me of the $125.00 charge. Also told him that I was willing to get off the plane if it was such an issue, and he amicably said that it wasn’t necessary, just to keep the dog inside its crate. And I did.

You can ask any passenger in this flight (and I exhort you to), if this dog emitted a sound , left its crate or was a threat to any passenger. Still, the crew kept passing by as to check if the dog was in or outside its bag. It felt as pure harassment. Even other passengers noticed and commented about it. When we were about 20 minutes from landing, the purser, Leonel, came up to me with a very rude tone and aggressive manner and asked me for my name. I asked him why. And then he said that I was never going to be allowed to fly with my pet in the cabin again. I told him that was impossible because in AA.com if a dog is less than 20 pounds he/she can fly in the cabin. He kept saying that his manual expressed the contrary. I also told him I didn’t understand where he was coming from because the supervisor in Miami had allowed me to stay inside the plane and that if there was any concern regarding his decision, he should’ve discussed it with the supervisor. But that I thought that it was rude on his behalf, that I deserved some respect and that I didn’t appreciate the humiliation in front of the rest of the passengers. And he ignored me completely. Two of the passengers were stunned to see this kind of behavior and encouraged me to file a complaint with the supervisor at the PR gate.

When I was exiting the plane I informed the captain I was going to file a complaint against the crew. The red headed woman started yelling at me like a mad woman to the point the captain took me aside and asked me what had happened. I noticed his lack of reaction when I told him, thus I proceeded to ask him if he saw the severity in this issue, to which he replied that his only job was to take us safely from A to B, but that I had all the right to file any complaint I wanted.

I went outside and asked the agent, Nuria Duchatellier, to get the supervisor, Joe Del Valle, in order to file the complaint. I want to make a parenthesis and acknowledge the amazing treatment these two amicable AA staff members gave me, for which it is important they’d be recognized as true American Airlines employees. You definitely should make sure ALL your staff behaves as they did.

While explaining my situation to them one of the crew members, a grey haired middle aged man who I never saw on the plane, stormed pass me and told Ms. Duchatellier in an aggressive tone to make sure she put in record I had been smuggling a dog inside a plane for the past six months. I was shocked to hear such defamation from somebody who I had never even seen. I told him that he was accusing me of something illegal without any proof and that I deserved some respect from him, in which he turned around and made a terribly rude hand gesture and shouted some words I didn’t understand. Ms. Duchatellier and Mr. Del Valle were true witnesses to this mistreatment and I am sure they can attest to that.

Immediately after, out came the red haired woman telling the agent she wanted to file a complaint against me with FAA, to which I confronted her asking her that if she thought I wasn’t supposed to stay in that flight why didn’t she do her job properly and speak up to the supervisor or the captain, and above all, her manner was completely unacceptable regardless of any unconscious irregularity on my behalf. She started yelling at me in an offensive tone to which both agent and supervisor were also witnesses, and even ordered me to get out of where I was standing talking to Ms Duchatellier. She became frantic and abusive, to the point I was concerned for my safety with her erratic behavior. Even Mr. Del Valle had to take her aside to talk to her and calm her down. I don’t understand how American Airlines allows a person with such emotional distress and distortion to handle customers.

It is beyond belief the uncomfortable and unfair situation I have experienced thanks to this crew. I definitely will start looking for alternative airlines to fly with and make sure the global company I work for, that invests a lot of money in AA, hears of this situation and acts upon it.

I am personally humiliated, offended and completely torn by this crew’s unethical and abusive behavior.
I can only hope you do the right thing and give this situation the attention it deserves while contributing in making your company one of high standards and excellence when it comes to client service, and above all, that abusive behavior to your passengers will have a zero tolerance policy.

[jimworcs]

What us it with AA? Thank god you didn't ask for an orange juice... Let s know the outcome..you have AA staff witnesses to the ridiculous conduct of the crew. Let's hope AA do the right thing and apologise and take action against the crew.

[ecarrazana]

havent heard from them yet....can you believe???

[AADFW]

Originally Posted by ecarrazana

While explaining my situation to them one of the crew members, a grey haired middle aged man who I never saw on the plane, stormed pass me and told Ms. Duchatellier in an aggressive tone to make sure she put in record I had been smuggling a dog inside a plane for the past six months.

Anyone who's observed my history of comments on this website knows how unyieldingly pro-consumer I am. In fact, I have NEVER questioned a poster as to the legitimacy of his or her complaint. At this point in the narrative, however, I began to find the OP's version of events – at minimum – somewhat difficult to perceive as wholly objective. While there are clearly a plethora of AA sky Nazis in need of reprimand or outright termination, common sense must prevail. The possibility of far more to this story than the OP is yielding is particularly distinct. In the interest of maintaining objectivity and gravitas, a grain of salt could be nourishing medicine in this particular instance.

[AADFW]

Originally Posted by ecarrazana

While explaining my situation to them one of the crew members, a grey haired middle aged man who I never saw on the plane, stormed pass me and told Ms. Duchatellier in an aggressive tone to make sure she put in record I had been smuggling a dog inside a plane for the past six months.

Anyone who's observed my history of comments on this website knows how unyieldingly pro-consumer I am. In fact, I have NEVER questioned a poster as to the legitimacy of his or her complaint. At this point in the narrative, however, I began to find the OP's version of events – at minimum – somewhat difficult to perceive as wholly objective. While there are clearly a plethora of AA sky Nazis in need of reprimand or outright termination, common sense must prevail. The possibility of far more to this story than the OP is yielding is particularly distinct. In the interest of maintaining objectivity and gravitas, a grain of salt could be nourishing medicine... at least in this specific instance.

[ecarrazana]

Dear AADFW, eventhough i respect the fact that you are entitled to your opinion, as elocuent as it might be, i not only disagree with you but disregard it completely. still, let me give you credit for helping me realize that it is difficult for some to relate or even empathize to these situations when they haven't lived this hideous experience. I have crew members as witnesses to the harrasment and mistreatment of these AA employees, still, the airline response was vague and automatically programmed to disregard the severity of their actions. now you tell me if a grain of salt will be nourishing enough.

[AADFW]

Originally Posted by ecarrazana

When I was exiting the plane I informed the captain I was going to file a complaint against the crew.

Why did you feel compelled to do this? What were you hoping to accomplish? Did you really think the captian would be in a position after the aircraft was already parked to remedy your customer service complaint? What was your demeanor between the time you approached the captain and when you reached the gate agents inside the airport? Is it possible that the captian didn't react because he felt your emotional state and tone were not proportionate to the severity of your complaint?

If you had to guess, where do you think the "six month" accusation came from once you were in the terminal? Is it possible that while you were on board the aircraft speaking to the captain after landing that you made a statement to the effect that you'd been taking your dog on board AA flights for that period of time without any similar incident? Is is possible that, if indeed you made that statement, the flight attendant in question overheard it and interpreted it as meaning you'd evaded paying their (outrageous) pet fee each time?

Believe me, I know firsthand just how rude and abusive these AA flight attendants can be. I wasn't there, so it would be totally wrong of me to pass judgement. It's just that I'd have handled the situation much differently. Sharing my feelings of mistreatment with the onboard crew immediately upon landing would certianly not have been my approach. Instead, I'd have recorded the name of every FA on board, including the readhead, and I'd have then gone immediately to the nearest gate agent upon landing. At that point, I'd have demanded to speak with the APO manager (AA hubs such as ORD, DFW, and MIA actually have dedicated dispute resolution officers) and asked that person for the name of the purser manager for that particular flight. I'd then have started a letter-writing campaign describing the mistreatment, naming names, and demanding corrective action. I think this would have been a far more effective strategy from what you've described, and something to consider in the future.

[AADFW]

Originally Posted by ecarrazana

When I was exiting the plane I informed the captain I was going to file a complaint against the crew.

Why did you feel compelled to do this? What were you hoping to accomplish? Did you really think the captain would be in a position after the aircraft was already parked to remedy your customer service complaint? What was your demeanor between the time you approached the captain and when you reached the gate agents inside the airport? Did you raise your voice during this time? Is it possible that the captain didn't react because he felt that your emotional state and tone were not proportionate to the severity of your complaint?

If you had to guess, where do you think the "six month" accusation came from once you were in the terminal? Is it possible that while you were on board the aircraft speaking to the captain after landing that you made a statement to the effect that you'd been taking your dog on board AA flights for that period of time without any similar problem or incident? Is it possible that, if indeed you made that statement, the flight attendant in question overheard it and interpreted it as meaning you'd evaded paying their (outrageous) pet fee each time?

Believe me, I know firsthand just how rude and abusive these AA flight attendants can be. Their unions often protect their horrid behavior. I wasn't there, so it would be totally wrong of me to pass judgment. It's just that I'd have handled the situation much differently, at least from what you've described. Sharing my feelings of mistreatment with the onboard crew immediately upon landing would certainly not have been my approach.

Instead, I'd have recorded the name of every FA on board, including the readhead, and I'd have then gone immediately to the nearest gate agent upon landing. At that point, I'd have demanded to speak with the APO manager (AA hubs such as ORD, DFW, and MIA actually have dedicated dispute resolution officers) and asked that person for the name of the purser manager for that particular flight. I'd then have started a letter-writing campaign describing the mistreatment, naming names, and demanding corrective action.

I think this would have been a far more effective strategy from what you've described, and something to consider in the future. I realize you were probably upset, but by approaching the captian in front of the crew members you were unhappy with, all you did was essentially manage to pick a fight, which only gave the very people you were dissatisfied with a perfect opportunity to challenge and discredit you.

[BKK_FLYER]

Hi,

This whole thing to me sounds as if it could have been and SHOULD have been better addressed..

Now, that said, I do make the common disclosures that as it with with most reports, this is only one side of the story and the other side may provide more information or clarify/contradict..

but, I'll take it as it is..

I do commend you for 'owning up' to your role in the process.. it sounds as if you made a few mistakes along the way; BUT and this is an important point, I don't think that this alone is justification for rude or unprofessional behavior.

I do think that an employee's interaction can and often will "mirror" a passengers demeanor, but at the end of the day, it's NOT alright to mean, hostile or the like.

If the OP made mistakes, then let's address them, do whatever needs to be done to get it fixed and move on.. Now, if the OP were being hostile-- and there's no indication of that here-- then I might say differently.. but only from what's written here, it sounds as if the OP just wanted to comply and get going..

At this point, I'd write to AA... Let them know.. If the crew was right from the technical perspective then the 'talking point' there is HOW was the issue address; tone of voice, body language, etc.... if the crew was wrong from the technical, then there's double issues.. technical knowledge and soft-skill set.

I just don't think that in today's day and age there's a place for rude, hostile, combative, verbally or physically abusive people in the process.. and that applies to BOTH passengers AND crews... It's hard enough as it is without these people.

[Pistoffcustomer]

Originally Posted by ecarrazana

I am flabbergasted with the crew’s behavior and would have never expected this from employees of American Airlines. I was the target of major abusive behavior by this crew and it is my duty to take it as far as I can, given that I am a platinum member and personally and professionally leave a lot of money on AA’s table.

I flew with my 9 pound dog on the above mentioned flight, just as I regularly do since February of this year. I understood her bag was FAA approved, only to find out on this flight that it wasn’t. It had never been called to my attention or mentioned at any time. Also, I always bring my health certificate with me. This specific flight I had accidentally put it inside my suitcase. I had not paid a ticket, since I was told only checked pets had to pay, so I came into the plane as I usually do, with my dog inside her purse and her head sticking out. By all means I am not excusing myself for this, it is what it is, but a series of AA staff members interacted with me since before I got in the plane, and nobody told me anything. If I would have been consciously violating any rules I would have acted differently and for example never let the dog stick her head out of her bag at any time.

The lady that received me at the entrance of the plane gate had an attitude since the beginning. She looked at me in a way that literally made me uncomfortable. I greeted her normally and even told her my pet’s name was Gigi, to which she had no reaction. She was a red headed middle aged woman who worked with the purser on first class.

I was assigned an exit row, given my elite status, and when she saw me taking the seat she yelled at me from across the hall saying I couldn’t sit there with the dog. I said there was no problem, I went and showed her my platinum status ticket and asked her for a good sit, regardless of exit or not. She went outside and got the supervisor, who came up to me and asked me if my dog was for emotional distress in front of the rest of the passengers. Even when I thought it was rude, I laughed jokingly saying that I was in emotional distress over all the commotion that was taking place over this. He then asked me for my health certificate and I looked in the bag, only to notice I had put it inside my suitcase. I literally told him I would pay anything I had to pay, since he was informing me of the $125.00 charge. Also told him that I was willing to get off the plane if it was such an issue, and he amicably said that it wasn’t necessary, just to keep the dog inside its crate. And I did.

You can ask any passenger in this flight (and I exhort you to), if this dog emitted a sound , left its crate or was a threat to any passenger. Still, the crew kept passing by as to check if the dog was in or outside its bag. It felt as pure harassment. Even other passengers noticed and commented about it. When we were about 20 minutes from landing, the purser, Leonel, came up to me with a very rude tone and aggressive manner and asked me for my name. I asked him why. And then he said that I was never going to be allowed to fly with my pet in the cabin again. I told him that was impossible because in AA.com if a dog is less than 20 pounds he/she can fly in the cabin. He kept saying that his manual expressed the contrary. I also told him I didn’t understand where he was coming from because the supervisor in Miami had allowed me to stay inside the plane and that if there was any concern regarding his decision, he should’ve discussed it with the supervisor. But that I thought that it was rude on his behalf, that I deserved some respect and that I didn’t appreciate the humiliation in front of the rest of the passengers. And he ignored me completely. Two of the passengers were stunned to see this kind of behavior and encouraged me to file a complaint with the supervisor at the PR gate.

When I was exiting the plane I informed the captain I was going to file a complaint against the crew. The red headed woman started yelling at me like a mad woman to the point the captain took me aside and asked me what had happened. I noticed his lack of reaction when I told him, thus I proceeded to ask him if he saw the severity in this issue, to which he replied that his only job was to take us safely from A to B, but that I had all the right to file any complaint I wanted.

I went outside and asked the agent, Nuria Duchatellier, to get the supervisor, Joe Del Valle, in order to file the complaint. I want to make a parenthesis and acknowledge the amazing treatment these two amicable AA staff members gave me, for which it is important they’d be recognized as true American Airlines employees. You definitely should make sure ALL your staff behaves as they did.

While explaining my situation to them one of the crew members, a grey haired middle aged man who I never saw on the plane, stormed pass me and told Ms. Duchatellier in an aggressive tone to make sure she put in record I had been smuggling a dog inside a plane for the past six months. I was shocked to hear such defamation from somebody who I had never even seen. I told him that he was accusing me of something illegal without any proof and that I deserved some respect from him, in which he turned around and made a terribly rude hand gesture and shouted some words I didn’t understand. Ms. Duchatellier and Mr. Del Valle were true witnesses to this mistreatment and I am sure they can attest to that.

Immediately after, out came the red haired woman telling the agent she wanted to file a complaint against me with FAA, to which I confronted her asking her that if she thought I wasn’t supposed to stay in that flight why didn’t she do her job properly and speak up to the supervisor or the captain, and above all, her manner was completely unacceptable regardless of any unconscious irregularity on my behalf. She started yelling at me in an offensive tone to which both agent and supervisor were also witnesses, and even ordered me to get out of where I was standing talking to Ms Duchatellier. She became frantic and abusive, to the point I was concerned for my safety with her erratic behavior. Even Mr. Del Valle had to take her aside to talk to her and calm her down. I don’t understand how American Airlines allows a person with such emotional distress and distortion to handle customers.

It is beyond belief the uncomfortable and unfair situation I have experienced thanks to this crew. I definitely will start looking for alternative airlines to fly with and make sure the global company I work for, that invests a lot of money in AA, hears of this situation and acts upon it.

I am personally humiliated, offended and completely torn by this crew’s unethical and abusive behavior.
I can only hope you do the right thing and give this situation the attention it deserves while contributing in making your company one of high standards and excellence when it comes to client service, and above all, that abusive behavior to your passengers will have a zero tolerance policy.

We just got back from our international flight and our family as well can tell u how rude, abussive, and unethical AA airlines crew was. Honestly no words can describe it. I think that they need to investigate AA crews and flight attendant about thier behavior. They also humilate us infront of any other passenger and it torn me apart that even at night in my sleep I am thinking about it.