Dear AA Customer Service Department,
I am writing to you about a terrible situation that did not need to happen regarding one of your employees at the Dallas Fort Worth Airport, her name is Bonita. My husband, Kyle, my son Kye, and myself had tickets booked with AA to travel from Denver to Belize with a layover at the DFW airport. My son is only 4 years old so we decided to break up the trip and leave Denver on Saturday the 18th of February, stay the night at DFW and continue to Belize on the 19th. We checked into the Denver airport on the 18th, the agent checked our passport thoroughly, she even caught that my passport was in my maiden name and changed the name on my ticket to match the passport. She gave us our boarding passes for the flight to DFW and the flight from DGW to Belize City. So, you can imagine to our surprise when we went back to the DFW airport on Sunday the 19th to start our vacation and the agent looked at our passports (of course the kiosk did not work) and she told my husband he would not be able to fly because of a small tear in his passport on the bag blue cover page. I asked to speak with her supervisor who kept me waiting about 40 minutes to speak to her. By then we had already missed the opportunity to get on that flight. I explained to the supervisor that our passports were checked in Denver and we have boarding passes printed, if this were the case the Why did the agent at the Denver airport allow us to travel this far? She seemed not to care that we had planned this trip for months and this was the first time in 5 years we had been on vacation, also our entire extended family was already in Belize waiting for us so we could explore Belize. She was very rude and kept asking me what I wanted to do, fly back to Denver or my son and I continue on without my husband. I asked to speak with someone with higher authority, but she said that she had the final say. Now I ask, why she did not call a TSA agent over to look at the passport and WHY did the agent in Denver have no problem with the passport? Not only that the SAME passport was stamped to Belize and back a year prior. She kept saying that they would not let us into the country with this passport and she would be fined and get into trouble. I asked if we could just take the chance and if we got turned away, well… then we would deal. She did not seem to care about our frustration and basically wasn’t helpful at all. On top of this that following Monday was President’s Day and the Passport office (not agency) would not be open until Tuesday. At this point the wind just went out of our sails. We headed to the Marriot at the DFW airport and we had to stay at the airport for 2 extra nights. On President’s day we went to the AA headquarters to try and get some answers and resolve this issue. A very nice lady named ‘Melinda ‘ was at the customer service station and we told her the story and she looked at the passport and exclaimed that she used to be an international travel agent with AA and did not see anything wrong with this passport. Bonita at the DFW airport told us to go to the passport office on Tuesday morning and get a new passport and she would book us on the 1 o’clock flight leaving to Belize. So, we had to get to the passport office by 8 a.m., have a driver wait for us while we were in there. We got in line and when it was our turn we got a really nice lady named Jeanette Isom, we explained the situation that we needed a new passport because as Bonita from AA said Kyle’s passport was “mutilated”. She took the passport, looked through it once, twice, three times, she had her supervisor come over to look at it and they both said that there was absolutely nothing wrong with this passport, that is was not mutilated and they could not understand why Bonita would not let us fly. She said she did not need to give us a new passport and wrote a letter in case we got hassled trying to board our flight that day. The driver had to wait about an hour for us, which we were charged for, we got in the car drove to the airport, went to the AA agent desk, we were asked to show our passports and the woman didn’t even look twice at my husband’s passport. She printed our boarding passes and we were on our way. This whole excursion cost us about an extra $600 for the drive to the AA headquarters and back, the drive to the passport agency and back to airport and food for 2 days. Also, the tickets were about $1000 a piece. You can GOOGLE “Family Stranded in Dallas” and you can find us all over the web. My husband is an executive for a company that deals with disgruntled customers. He had over 500,000 hits on his Twitter and FB accounts. He contacted the local news station and we were on every news program across the country and in the UK. We need some resolution and compensation for this whole ordeal. The whole experience was supposed to be a vacation and stress free. Instead it caused so much stress that we all got sick. It was a horrible vacation all due to the fact that you don’t have proper policies in place or it could be that Bonita was having a bad day and just wanted to be cruel. My husband has already sent you many emails and has not heard a response from anyone. This is absolutely terrible business practice. The other day he spoke with the head of the BBB and they are on this story also. We will not let up until we hear from a representative or get compensation for our troubles with American Airlines. We actually stayed at the Marriot in the DFW airport area and a woman who worked at the hotel told me her husband works for AA and she can fly for free but won’t because of the way she is treated by AA’s employees. I want to hear from someone asap. Below are our airline ticket numbers and information. Please call me or email so we can get this resolved.
Thank you,
Dana Gosnell
Kyle and Kye GESOZL
Dana Wortman (maiden name) LJFVCO
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