[MichellieZ]

This was my experience on January 19th 2016 with an American Airlines employee

I was utterly disgusted at the way I was treated upon check in on January 19th by the staff member who served me: John M. To begin with as a first line representative of the company he was a disgrace. He had an un-ironed shirt and a general disheveled appearance. He did not greet me warmly and at no time did he smile or even make eye contact with me despite my cheery demeanor. As I am flying to Australia and this was purchased as a Qantas flight I am entitled to check two bags.I put my first bag on the conveyor it was tagged and sent off. Then I put my second bag on. I was informed it was three pounds over and I needed to remove three pounds. I said well my other bag was under and now that's gone.He said "Yep that's gone for good. Too bad. Maybe you'll learn and next time will weigh the lightest bag first".I travel internationally 4 times a year and have never had excess pointed out to me...although sometimes bags get a heavy tag...so the other case hadn't seemed heavier to me. I said I guess I had no choice but to pay excess as the other bag had gone. He said "Yes. Too bad that's gone and it will cost you $100 now". I had no choice but to reluctantly pay. I understand that is airline policy but I did not need to be treated so rudely. I walked off and cried in the restroom. As a Qantas customer I pay a premium price and expect decent customer service. I will feedback this to them too and will in future only fly Qantas to LA and will organize my own flights with a different airline within the USA if you cannot explain how an employee such as John M can be employed by you.

I got a form letter that did not address my concerns:
As a oneworld® passenger, you are a good customer and I apologize that we let you down on your recent trip. One of the goals of the oneworld alliance is to make travel more convenient for our mutual customers. It is clear we didn't do so on this particular occasion. There is clearly room for improvement.
Thank you for contacting us. It is clear that we let you down -- we apologize. Your comments serve as a reminder that we cannot afford to overlook our commitment to consistently provide quality service to our customers. I am truly sorry we disappointed you when you traveled with us on January 19.
At the same time, I very much appreciate your honest feedback. Your comments represent areas of our service that receive our continual review and we are renewing our focus on key service areas -- "on time" flights, efficient and courteous assistance, timely information -- and all other products and services important to our customers. The details you provided give us an opportunity to improve, and you have my pledge that we are working hard to make your next overall travel experience with us the best it can be. Too, there is simply no excuse for the unnecessary rough baggage handling you witnessed. If we are to achieve our goal of providing the best airline service in the industry, then we must ensure that situations like you described do not happen. Your comments have been sent to our General Manager and will be used to help prevent a recurrence. Thank you for taking the time to let us know what you observed.
Customer convenience is our top priority, and in today's electronic world, more and more passengers prefer to complete their inflight purchases electronically. While cash is not accepted as a form of payment, we will continue to accept major credit and debit cards. In this way, the need to carry small bills and change when traveling is eliminated, while still providing a variety of payment options.
Our goal with the current inflight food service program is about providing our customers with the option to purchase freshly prepared items (on Hawaii and transcontinental flights) or popular brand-name snacks (on shorter domestic flights), available at a reasonable price to "tide them over" during their travels -- if they so choose. The food for purchase concept is not new as many of our competitors already offer their own version of this inflight food service model. This inflight food concept is not about obtaining revenue but rather having the opportunity to continue to offer a food choice to our customers. Actually, the food for purchase program provides food on approximately 300 more flights than previously offered food service. Meal service remains complimentary in first class (if flight is scheduled for a meal). Non-alcoholic beverages, including carbonated soft drinks, fruit juices, coffee, tea and bottled water remain complimentary in all classes of service.
Ms. X, your business means a great deal to us and we want to ensure that your travel is always pleasant and without difficulty, whether you are traveling on American or one of our partners. Please don't be discouraged from continuing to travel with us often. In turn, we will do our best to meet your expectations.
So I replied :
Rough baggage handling was not my issue at all.
I will be seeking other avenues now to have my concerns and complaints taken seriously to obtain a refund for the $100 I unnecessarily had to pay.
Hopefully I can resolve this quickly elsewhere so more extensive compensation is not required for the time, effort and distress your airline still continues to cause
They responded
I've received your most recent correspondence and am disappointed to learn that you are still upset with us. At the same time, I'm glad you provided us with additional comments -- it gives us another chance to improve. Please be assured, all your concerns about this situation have been taken very seriously. I'm sorry if I initially left you with the impression that they weren't.
Our application of policies and procedures as they relate to the transport of excess/oversize baggage is relatively competitive within our industry. While we do make considerations for our premium customers for a number of other service matters, for safety and cost-effectiveness, we routinely implement the excess/oversize baggage policy with consistency to all customers. However, we have made note of the specifics you mentioned and have shared your viewpoint with management folks responsible for our baggage and airport policies. Feedback from our best customers, like yourself, is especially meaningful to us.
Ms. X, at American Airlines we are truly dedicated to making certain that our customers have a pleasant experience when flying with us. Your constructive criticism will help us meet that objective. The next time you travel with us, I'm confident things will go much more smoothly.
My reply to that
I understand your policy, however, I was entitled to check to bags of a certain weight. The first one was whisked away rudely and was underweight. I was forced to pay a penalty when I had already paid a premium for two baggages with Qantas and am a valued member.
The whole time I was spoken to and treated in an appalling manner and you have still yet to address what disciplinary actions have been taken toward the staff member and what compensation you plan to provide me.

And then I sent this
I am still waiting to hear back regarding my compensation.

Today I got a phone call that said the matter was closed and no more correspondence would take place. How can a major airline act like a child and just refuse to deal with something anymore ?