Copy Paste Customer Service

[Sdtravel]

So i dont know what i was expecting (perhaps some good customer service) but all i got was more confusion and accusations in what appeared to be copy paste customer service answers.

So my rant begins:

Im trying to understand and confirm what i believe to be the case from reading AFF and other sources i contacted AA about my upcoming flights booked with them via flight centre in Sydney.

So i asked them to confirm what my baggage allowance is as a QF WP travelling in their Domestic First short haul.
This is the first response i got

Thank you for contacting Customer Relations. I'm happy to outline our checked baggage allowance.

Customers traveling in coach may check two bags, weighing up to 50 lbs each. Business class travelers flying on a two-cabin aircraft are permitted to check up to two bags. First and Business Class customers are permitted to check up to three bags , weighing up to 70 lbs each, when traveling on a three-cabin aircraft. For all classes, the standard bag size allowance is 62 linear inches (length + height + width). Executive Platinum and oneworld Emerald members are permitted one bag in addition to the allowances above. Additional baggage, or baggage that is heavier or larger than our allowance are subject to additional charges. For more information about our baggage allowance and charges, visit us online at aa.com/baggage.
For domestic coach tickets we charge $25 for the first checked bag and $35 for the second checked bag. The charges apply for travel within the United States and U.S. territories such as Puerto Rico and the U.S. Virgin Islands.
Mr. SDTRAVEL, hope this information helps. We look forward to welcoming you aboard.

Only the first and last sentence look not like a copy paste response.
This response went fine until the second last sentence being the one that applied to me. So i responded to confirm what my take away from that was.

I am travelling on a 2 cabin aircraft in First Class . The aircraft are a E175 & B738.
So are you saying that on my flights i can check 2 bags due to the class of travel and then an additional bag due to my OneWorld Emerald Status?
These bags can be up to 70 lbs each?

What i got back was something that resembles an actual written response

That's indeed what we're saying. Since your itinerary is domestic, you're allowed to check up to two bags. $25 for the first checked bag and $35 for the second checked bag. Any bag up to 70lbs is allowable. Afterwhich there is an overweight fee.
Hope this information helps.

Thinking that i now understand a lot more. That there are no free bags is what they are saying and that you can check 2 bags in domestic first and they can be 70lbs. I respond confirming this and then also ask a lounge access question.

So to clarify further with my Qantas Platinum / OneWorld Emerald Status i dont need to pay the baggage fees as the first 3 bags are complementary as long as they are within the 70 lbs allowance on my US domestic flights previously mentioned.
However for the other members of my booking who do not have any status their bags will start at $25 for their first bag and $35 for their second?
In addition are you able to confirm for me the reciprocal lounge access arrangements with regards to the Qantas & American Airlines partnership?
Its my understanding that Admirals Club members are allowed to take in guests and this allowance is reciprocally extended to Qantas Frequent Flyers & Qantas Club members as part of the JV partnership?

The response i get back doesnt confirm my question at all and from how it looks is back to copy paste response that is accusing me of trying to get around the rules.

Thank you for writing me again. Your Qantas Platinum/OneWorld Emerald Status does not allow any exemption status on wholly American Airlines flights for baggage or other amenities. The same is true for admittance to our Admiral's® Club.
The Admirals Club® is intended for the comfort and convenience of members and their guests. All club members pay the required membership dues and must present a membership card at the front desk when entering. In recent years the demand for club membership has grown rapidly.
One exception to admission policy is for passengers who are traveling on an American Airlines First or Business Class ticket and their itinerary includes nonstop international travel to cities in Europe, Asia, Central America and South America. Cities in Canada, Mexico and the Caribbean are not included (with the exception of Mexico City). These passengers are extended invitations to visit the Admirals Club on the day of their international flight, and they are asked to present their boarding pass when entering a lounge.
In addition, domestic customers traveling in First or Business Class on 3 class (economy, Business and First Class) transcontinental flights are admitted into the Club.
AAdvantage® Executive Platinum and Platinum members may also use the Admirals Club when traveling to or from Europe, South America, Central America and Asia.
We believe these invitational visits are beneficial without jeopardizing the good relations we have built up with our dues-paying members. However, we cannot justify making the same exceptions for passengers traveling in premium cabins on domestic flights. However, we do have one-day passes available for purchase at the club. They are $50 for one person and $50 for each additional guest. You may wish to consider this option. For additional information, please click on www.aa.com/i18n/utility/internationalReservationsPhoneContact.jsp
Mr. SDTRAVEL, we appreciate your business and look forward to welcoming you on board.

Needless to say im now back to confused about baggage which i believe is 3 complementary / free bags at 70lbs and have no clue about lounge access. Im aware that standard domestic first dont include lounge access and that my QF WP status should get me in but i wanted to confirm that directly.
Clearly my attempts at a simple query have failed. I dont know why i expected human responses from a conglomerate like AA.

This ends my rant.

 

[juddles]

....... as a QF WP travelling in their Domestic First short haul.....
..... copy paste response that is accusing me of trying to get around the rules.....

Hey there sdtravel, can you confirm your full situation - are you connecting in/out of the USA? And are you flying "First"?? The above suggest yes, but other info suggests you are on an internal Economy fare??

And reading their last email, I didn't understand it to be accusing you - but I get how in the frustration of the overalll communication that you could need a good old rant

 

[Sdtravel]

The AA flights are domestic first on a separate ticket.
I have one ticket to fly into the US with QF and another for US internal flights with AA. Separate PNR's so my AA flights are subject to AA rules.

"Your Qantas Platinum/OneWorld Emerald Status does not allow any exemption status on wholly American Airlines flights for baggage or other amenities. The same is true for admittance to our Admiral's® Club."

I take this part as them assuming i am asking for some exemption to baggage rules and lounge access. When all i wanted to do was confirm my allowances given their convoluted explanations and info on their website

 

[MEL_Traveller]

From the AA baggage page it seems fairly straightforward:

Checked baggage policy − Baggage − American Airlines

1st, 2nd and 3rd checked bags are complimentary for:

• Confirmed First Class customers on 3-cabin aircraft
• AAdvantage® Executive Platinum
• oneworld® Emerald
• Active U.S. military and/or dependents with ID traveling on orders (1st - 5th bags free of charge)
• Active U.S. military with ID on personal travel

 

[drron]

AA service was great until Doug Parker took over.It now depends on where and who you are talking to.If Ex AA staff they can be good especially if based in Dallas.If ex US staff invariably hopeless and I usually ask to be transferred to a DFW agent.
However all you have to do is print out the allowance for a OWE from the website and show it if any problems.
Also use an agent to check in not a machine-they invariably want to charge you for baggage.

 

[serfty]

Im aware that standard domestic first dont include lounge access and that my QF WP status should get me in but i wanted to confirm that directly.

As for lounge access, you will be fine: Admirals Club access − Clubs − American Airlines

oneworld® Emerald and Sapphire
Includes customers on all flights marketed and operated by American or a oneworld® airline (regardless of cabin).***
To enter
You’ll need 2 items:

• Qualifying boarding pass with oneworld Frequent Flyer number1
• Government-issued photo ID

Guest access
1 guest (children over 2 count as a guest)

& Flagship Lounge − Clubs − American Airlines

oneworld® Emerald and Sapphire

Get access if you’re departing on or connecting to any flight marketed and operated by American or a oneworld® airline (regardless of cabin).**

Guest access
1 guest (children over 2 count as a guest).

 

[Sdtravel]

Thanks I wasn't too worried. More just wanting written conformation.
I was able to check all my bags fine with an agent. I got into the flagship lounge. It was good.