AA did not recognise Oneworld Ruby (Qantas Silver) Status at check-in

[Point Hunter]

My partner and I recently traveled on a US domestic flight on AA. We are both Silver QFF. Silver translates as Oneworld Ruby. The booking included our correct QFF numbers.

The Ruby status entitled me to pre-select our seats and receive two free checked bags at 23kg each and a level of priority boarding. For whatever reason the system or AA did not recognize my partner as a Silver QFF or Oneworld Ruby.

This was not apparent until we were at the airport attempting to check in. AA was neither interested in discussing or investigating why my partner's Qantas Silver/Oneworld Ruby status was not recognised - even though she was showing them it online, on her phone. AA stated that it wasn't displayed on their computer and that it is a matter for Qantas to resolve.

We were forced to pay for my partner’s checked baggage. She was bumped out of her pre-selected seat - resulting in us being separated - and was obviously not able to board early.

We have contacted Qantas and logged two separate requests for an explanation, in plain English, and they have not even contacted us via telephone or email (other than to confirm receipt of the complaint/enquiry). A couple of weeks have passed since the initial contact was made with Qantas, but still no response. This whole experience diminishes all incentive to remain loyal to Qantas and Oneworld partners and erodes legitimacy in their programs, particularly if it’s not even investigated or resolved by either airline.

At least I believe we’re entitled to a refund of the baggage fee and an apology for the error – whatever it may have been. Perhaps even compensation for the loss of service, inconvenience and embarrassment.

Any thoughts or advice? Similar experiences??

 

[ajw373]

They should have been able to enter her FF membership at check-in upon showing them her card.

That aside I think you will find that additional baggage is NOT a OneWorld entitlement.

 

[Point Hunter]

They should have been able to enter her FF membership at check-in upon showing them her card.

That aside I think you will find that additional baggage is NOT a OneWorld entitlement.

I'm pretty sure 2 complimentary checked bags IS an entitlement on AA for Oneworld Ruby. Be clear these were not additional bags, these were the first and only two. This is what I received as a OW Ruby and it is listed on the OW website...

 

[deadfish]

EDIT: I stand corrected.

 

[opusman]

Yes according to the AA website you should have been entitled to 2 checked bags each for free, as long as the flight was on AA metal:

[TABLE="width: 95%"]
[TR]
[TD]The following passengers will be allowed a 1st and/or 2nd checked bag at no additional charge provided it falls within the size and weight limitations. These free checked bag allowances apply on flights operated by American Airlines, American Eagle, and AmericanConnection®. On codeshare flights operated by other carriers, the baggage allowance and charges of the operating carrier apply.

• For customers traveling to or from destinations in Brazil and Asia
• Customers who purchase full-fare tickets in Economy Class
• Customers who purchase Business or First Class tickets
• Active U.S. Military personnel traveling on orders or personal travel
• Active U.S. Military dependents traveling on orders
• American Airlines AAdvantage Executive Platinum®, AAdvantage Platinum® or AAdvantage Gold® members
• Alaska Airlines MVP Gold 75K, MVP Gold and MVP members
• oneworld Alliance Emerald, Sapphire or Ruby members
• Customers flying on the same reservation as an American Airlines AAdvantage Executive Platinum, AAdvantage Platinum or AAdvantage Gold member or oneworld Alliance Emerald, Sapphire or Ruby member regardless of frequent flier status or fare type (not applicable to group bookings)
• First and Business Class MileSAAver® Awards
• First, Business and Economy Class AAnytime® Awards
• First and Business Class upgrades confirmed prior to check in

[/TD]
[/TR]
[/TABLE]

 

[mannej]

They should have been able to enter her FF membership at check-in upon showing them her card.

That aside I think you will find that additional baggage is NOT a OneWorld entitlement.

I am fairly sure that the baggage fees are waived on AA for OW-Elite pax.

If the error is with the AA system, you may want to hit AA up, as thats what I will see QF suggesting.
FWIW I do agree that you should get the baggage fee refunded. However it is also a good lesson to have the physical card on you when you do travel.

 

[mannej]

OW Ruby does not give grant you extra additional luggage or priority boarding on AA, unfortunately.

It grants you complimentary luggage, which has already been posted.

 

[tyrolean]

OW Ruby does not give grant you extra additional luggage or priority boarding on AA, unfortunately.

Yes and no. It is not a general Oneworld perk, but AA offers it to ALL Oneworld Ruby Members. Just have a look at their website.

 

[ShaneN]

My partner and I recently traveled on a US domestic flight on AA. We are both Silver QFF. Silver translates as Oneworld Ruby. The booking included our correct QFF numbers.

The Ruby status entitled me to pre-select our seats and receive two free checked bags at 23kg each and a level of priority boarding. For whatever reason the system or AA did not recognize my partner as a Silver QFF or Oneworld Ruby.

I had a similar experience last year. It appears to have occurred because I was only QF bronze at the time I made the booking with AA. Even though I reached QF silver / OW ruby before the trip to the US, this was not reflected on the AA computer. I wonder if this was also the case for your partner.

One difference in my case was that the AA supervisor agreed, after some argument, to waive the baggage charge.

 

[mannej]

It would seem that the OP did email QF. Perhaps a bit of advice if you do feel the fault lies with QF is to call them instead to sort it.

However I still think that they will refer you to AA, as it was their system that had the error on it.

 

[elbarto]

If you were both on the same ticket then as long as they recognised the status of one of you then they should have waived the bag fees. That's what happened when my partner and I flew AA last year and I was the only one who was silver at the time.

No doubt there's some fine print somewhere that says AA can, at its digression, not honour the free baggage.

 

[k_sheep]

At least I believe we’re entitled to a refund of the baggage fee and an apology for the error – whatever it may have been. Perhaps even compensation for the loss of service, inconvenience and embarrassment.

You lost me there. Baggage fee refunded, yes (from AA, rather than QF since it was them that charged you). If having an error at checkin is embarrassing, or you can't handle inconveniences, then it's time to stop travelling.

 

[Point Hunter]

You lost me there. Baggage fee refunded, yes (from AA, rather than QF since it was them that charged you). If having an error at checkin is embarrassing, or you can't handle inconveniences, then it's time to stop travelling.

Yeah you're right. Being aggrieved and expecting a response from an airline/partner after it failed to recognise legitimate status and issued charges means you should stop travelling... NOT.

It's reasonable to expect these airlines to honour the programs they promote and that when a mistake occurs, they'll act to remedy the issue...

 

[The Rok]

Refunding the baggage charge would be honouring their offer and remedying the situation!

Paying compensation ...... Why?

 

[Katie]

Did your partner have her Silver card with her? Or did she go from Bronze to Silver on the trip, so she didn't have her card yet? It seems the card might have helped.

 

[Point Hunter]

Refunding the baggage charge would be honouring their offer and remedying the situation!

Paying compensation ...... Why?

OK so at this point we don't even have a response. Let alone a refund. That's why I'm here, aggrieved and posting on a frequent flyer discussion forum.

Clearly stated in the OP I've said "perhaps" compensation for loss of service etc. Firstly I'd like a response from the airline(s), then a refund and then, after having to go through the bollox of posting on websites, logging enquiries, posting on forums and generally wasting my time trying to get a refund for a fee I shouldn't have had to pay, they might say here's a Q Club voucher or a free sticker for your trouble. One might consider that a reasonable gesture in the circumstances...

 

[ajw373]

OK so at this point we don't even have a response. Let alone a refund. That's why I'm here, aggrieved and posting on a frequent flyer discussion forum.

Clearly stated in the OP I've said "perhaps" compensation for loss of service etc. Firstly I'd like a response from the airline(s), then a refund and then, after having to go through the bollox of posting on websites, logging enquiries, posting on forums and generally wasting my time trying to get a refund for a fee I shouldn't have had to pay, they might say here's a Q Club voucher or a free sticker for your trouble. One might consider that a reasonable gesture in the circumstances...

Your issue is with AA but you have contacted Qantas. Suggest you contact AA and see what they can do.

 

[simongr]

Paying compensation ...... Why?

Because of the pain and suffering!

 

[elbarto]

It's reasonable to expect these airlines to honour the programs they promote and that when a mistake occurs, they'll act to remedy the issue...

Assuming you made the booking with AA directly, take it up with them. I don't see what QF have done and what they could do to resolve the situation since AA is the one who makes this offer off their own bat and don't actually have to provide such a benefit as it's not a oneworld wide benefit.

Refunding the baggage charge would be honouring their offer and remedying the situation!

Paying compensation ...... Why?

Because life's tough and it should be someone else's problem?

 

[Point Hunter]

Your issue is with AA but you have contacted Qantas. Suggest you contact AA and see what they can do.

Thanks. Job logged with them, see how we go... although their desk at DFW did say it was an issue for Qantas to resolve.