Dallas, TX
American Airlines Sells A Ticket To A Cello – And Then Denies It Boarding In Dallas – View from the Wing
American Airways Sells A Ticket To A Cello – And Then Denies It Boarding In Dallas
On April 5, two aged passengers have been faraway from an American Airways flight as a result of the gate agent wouldn’t allow them to fly with their cello – though they’d bought a seat for the cello from the airline and flown with it on the primary phase of their journey.
The passengers had flown from Palm Sprints to Dallas – Fort Price. They boarded their second flight. And a gate agent got here on board and declared that they’d be unable to fly until they both:
- waited for a later flight operated by an Airbus, as an alternative of the Boeing 737, or
- checked the cello as baggage as a result of devices aren’t allowed in seats on 737s
In Dallas an agent stopped the passenger on the boarding door, however then allow them to proceed onto the plane. Then the agent, within the passenger’s phrases, “got here working to get me off the aircraft after giving me permission.” One other agent “stated no once more [and] steered solely cargo.”
Not wanting to attend over six hours for the following flight – American is at the moment serving Washington Dulles airport from Dallas solely twice each day – the passengers agreed to verify the cello.
An American Airways spokesperson shares,
Prospects with giant carry-on musical devices that don’t meet carry-on necessities could select to buy a further seat for the instrument. The necessities for these devices can be found on aa.com. Our staff is reviewing this particular problem and can attain out to the client straight.
American’s web site says,
If you happen to select to purchase a further seat to your instrument, please observe that seat baggage should not weigh greater than 165 lbs / 75 kg and should meet seat measurement restrictions primarily based on airplane sort.
Whereas the airline doesn’t supply additional particulars on seat measurement restrictions by plane sort, I do assume anybody shopping for journey for an instrument ought to a minimum of inquire about potential issues on smaller regional jets.
Cello On Board American Airways Airbus A321
It’s the airline’s duty to ask questions on devices they’re promoting tickets for, if there are potential points. As a substitute, a gate agent took it upon themselves to interpret guidelines on the spot – after ticket buy, after boarding go issuance, and after passengers had flown their first flight. After which American Airways didn’t even refund the cello’s ticket after it was denied boarding.
Division of Transportation guidelines explicitly require airways to accommodate musical devices on board and making up guidelines, or failing to persistently implement instrument guidelines, would seem then not simply to be poor customer support however a violation of federal guidelines.
Finally after I introduced this problem to the airline’s consideration they offered passengers with a full refund for his or her tickets plus a $100 journey credit score per individual.