Double baggage fees with long layover - American Airlines
 

Today I made an unfortunate discovery, perhaps the weirdest baggage policy I’ve ever encountered, buried in the fine print of American Airlines’ terms of carriage. This rule states that if you have a layover exceeding 16.5 hours, you “may be” charged for luggage again. I was indeed charged double.

I’m in the middle of an international relocation, and to keep things short and sweet, I checked four bags. I paid the fee, but had an overnight layover en route. After collecting my luggage and arriving to recheck it, I was hit with a bill of almost $500, even more than I had paid at the original point of departure.

The desk staff didn’t even know the policy themselves, and had to look it up and check with a supervisor to understand what the computer was saying. But after various calls, they confirmed that yes, I had to pay twice, and I even had to pay the higher international fees even though today’s itinerary is domestic only.

Suffice it say, I’m not happy to be caught out by such a rule, and a quick search of the web reveals quite a few complaints about American but no obvious mention of other airlines.

So, for pilots, cabin crew, and anyone else who might know: is there a reasonable justification for this policy? And do you know of any similar policies at other airlines? I’m struggling to think of a sensible reason for this, given that I had to collect the bags overnight and the airline does not appear to have any special handling requirements

Wow, that is an insane policy. Surely your ticket is from point 'A' to point 'B' with the airline or alliance/group, and as they couldn't provide a reasonable connection a layover was required. To then recharge you for your luggage to complete the journey and at a higher international rate is bewildering to me. What a customer unfriendly policy! Was this pointed out clearly to you before you paid for the ticket and baggage charges ? If not, you might well have a case for compensation of some kind.

I spoke to various reps and even opened a formal complaint, yet unfortunately never received any explanation as to why this policy exists, or why the cutoff is 16.5 hours, etc. The entire experience has been unpleasant and I don't have the impression that American is making much effort to retain its customers. I took my final relocation flight with United and experienced no such surprises. So far I feel completely in the dark, and I imagine, so it shall remain

I have seen that many corporates now just ignore customers. I recently had a problem with BA seat bookings on a changed flight. Money down the drain. They know that the cost to us in time outweighs the cost in cash. I expect more to follow this line in their fabulous customer service, always putting us first blah blah blah.

PaxBoy
BA and American are in the same alliance. I have not used American in around 15 years but always preferred Delta when possible but to be honest I stay away from US carriers and because where we operate I don’t have to. BA is not a carrier I use much and I do try and avoid but used on 4 legs last year and ok but dislike Heathrow.

The tale of the poster to be frank is outrageous. Customer service hits another low in the US.

Cheers
Mr Mac