A Mansfield, Texas man is furious at American Airlines over a misunderstanding about how much it would have cost for his two grandchildren and their parents to pre-board flights on a recent trip. He says the airline is charging for a service that it sometimes allows for free.
Mike Phelan says he told his daughter and son-in-law before their trip that American Airlines no longer announces pre-boarding for families with small children, as was the previous practice. But if a family asks a gate attendant to let it board early, the attendant, if possible, will comply.
Good advice. That’s AA’s policy.
But as readers of Dave Lieber’s Watchdog column in the Fort Worth Star-Telegram first learned, when the four family members tried that strategy at the airport, Phelan says, they were told that the pre-boarding fee was $9.50 per person for each leg of the trip. Since there were six legs, the cost would be $228.
The family turned that down and struggled to board, the granddad says, “with their backpacks and all the paraphernalia that young parents have to travel with nowadays. It was very disappointing to me.”
These days, boarding early is considered a privilege because of the rush to find baggage space inside the cabin. High costs for checked baggage have caused more travelers to pack more in larger carry-on items.
I contacted American Airlines to learn more. Spokesman Tim Smith offered an apology and said that if the couple had spent the money to pre-board, they would have gotten a refund.
American doesn’t charge families to pre-board, he said. The confusion may have come from two pre-boarding options that do cost money.
A year ago, American Airlines unveiled two new fees for pre-boarding available for purchase during check-in and at self-service kiosks. These privileges are not sold at the gate.
Up to one hour before a flight, travelers can pay $10 to be included in Group 1, the first to board after travelers with elite status walk on the plane. “Be among the first to board and stow your bags,” the airline promotes.
The second is called the “Boarding and Flexibility Package,” which includes: Group 1 boarding, standby status for an earlier flight on departure day, and a $75 discount on the service charge when a flight needs to be changed. This costs $9 to $19 depending on the markets.
In June 2011, the U.S. Transportation Department said airlines collected $5.7 billion in fees last year from checked luggage, ticket changes and other optional services. American collected $1 billion of those fees. Boarding fees accounted for “a tiny fraction” of that, the airline says.
American used to board passengers in five or six groups. Now there are three.
Elite passengers and military personnel are supposed to board first. Then Group 1, including those who bought the extra options.
Here’s something to remember if you need to pre-board:
Spokesman Smith says, “Our policy is we don’t announce it, but anybody who feels like they need some extra time or some reasonable reason for pre-boarding is more than welcome to tell us about it, and if it’s operationally possible, we’ll make every effort to do that.”
Operationally possible? That means the plane arrived on time, its cabin has been cleaned and the catering service is complete. If a plane is ready, and you have a special need, AA staff is supposed to let you on, Smith says.
Yes, AA does charge for pre-boarding, but if you walk with a cane, have more than two children or might slow down boarding in any other way, don’t pay for the service.
Ask for it for free.
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Dave Lieber shows Americans how to fight back against corporate deceptions in his wonderful book, Dave Lieber’s Watchdog Nation: Bite Back When Businesses and Scammers Do You Wrong. Are you tired of losing time, money and aggravation to all the assaults on our wallets? Learn how to fight back with ease — and win. Get the book here.
Read The Watchdog Nation manifesto here!
