American Airlines Sucks the Big One

March 18th was a nerve racking for me. I was putting my two children on a plane alone for the first time to go and see their dad for spring break. When I first inquired about them traveling with American Airlines, I was helped by a very nice woman who assured me that the kids at no time would be left alone from the time I left them until they arrived and were released to their father’s care. I asked the woman on the phone to hold the amount quoted to me until the next day. Well, the next day rolls around and now I’m on the phone with someone else and ready to purchase the tickets. I give my confirmation number to him and he tells me that it will be more than what was quoted. An argument ensues and now I’m pissed off that they are not honoring the price that was quoted less than 24 hours earlier. It seems that the woman who reserved the flight for us the day before forgot to add $100 for the trip returning to Albuquerque. I begin to explain to the man that the woman who reserved the flight for us and quoted us the price should honor the amount. He counters my statement with “You are just trying to get away with not paying the unaccompanied minor fee for the trip home. You should have known by the simple math that something wasn’t right.” He continues to berate me, explaining that “usually one parent pays for the fee upon departure and the other parent pays for the fee on the way back.” My mouth was dropped open at that point. I NEVER explained my situation or that they were going to meet their father. That never even came up. He just assumed it. My kids could have been flying to see their grandparents or other family members, yet he chose to treat me like I was some desperate single mother trying to trick American Airlines into paying for one of the fees. What was I going to do? I needed to book the flight so I bent over and let American Airlines give it to me!

But it doesn’t end there. The day came to take them to the airport and unfortunately for some reason I thought the flight was at 7:30am. We were pretty much ready to go and I just needed to get the itinerary and flight information and we would be off, when I discovered that we might actually be late for the flight. We quickly got everything loaded in the car and headed to the airport. We parked and rushed to the check-in. We still had about ten minutes to the cut off time (you must be checked in 30 minutes before departure). I was so happy we made it. We got to the counter and I said to the woman “We made it!” and she asked which flight. I told her and she said “No problem, you have time.” At that point she excused herself for a moment, came back and said “This man will help you as soon as he is done.” I looked at her perplexed but I still felt confident everything would be ok. The man to the right of her was chattering away with a couple he knew and they were talking about cookies. I stood there wondering why he wasn’t doing his job. Then finally he begins to check the kids in when he says, “Oh, I’m sorry but you will have to take the next flight out because you missed the cut off time.” I told him I was here ten minutes before the cut off and he said that when we got to him it was past the cut off time. Gee, I wonder why? He was so busy talking about those cookies that he didn’t even notice that we were standing there. But what the fuck was up with the original woman who told me that I still had time? What was she doing the whole time??? She was checking in other people!

I continue to argue with the man and he says that he had a flight leaving at 1:30pm and that wouldn’t arrive in Philly until 9:30pm. I told him that this was unacceptable and he proceeded to tell me that it would be ANOTHER $150.00 for catching that flight! I felt like I was being scammed! I told him AGAIN that I was here before the cut off and that his co-worker referred us to him and that we have been waiting all this time. He asked her and she told him that was actually what happened because she didn’t know how to do an Unaccompanied Minor check-in. So he didn’t charge us the $150.00 but said that we STILL would have to take the 1:30pm flight because the next flight out was booked up. I told him absolutely not, and to get them on the flight that was leaving in exactly 20 minutes from now. He did it and off we ran to the security check point. I was allowed to bring my kids all the way to the gate and see them off, and the attendant gave me a pass to go. Because Simmi was also with us and because of her age she did not need a pass…but this particular security officer did not know that. She held us up for over 10 minutes calling her supervisor. I told her that a pass for the baby was not necessary and she didn’t believe me. Her supervisor came and he told her the same damn thing! So now we had to fight our way through the crowd and go through to their gate. We ran all the way and as we got to gate the plane was pulling away. We missed the flight anyway. I explained to the woman at the desk the whole story and she looked at the tickets and says “Oh, these tickets are for the flight at 1:30pm.” HUH? The man never switched them back and booked us for that 1:30pm flight after all! I started getting even more aggravated and she got the kids on the very next flight leaving at 8:00am. This is the same exact flight that the other man said was sold out.

I watched as my kids boarded the plane and I waited till it left the runway to leave. They were so excited and thrilled to be traveling alone. When they got to Philly safely I felt like I could finally rest. From now on, I will be calling all other airlines to schedule flights for my children. I NEVER want to put them on one of American Airlines planes again. I feel they didn’t honor the amount quoted, then proceeded to insult and accuse me, and finally tried to milk another $150.00 out of me due to their incompetence. They have lost my respect and my patronage.

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