American Airlines review: Rude American Airlines "manager" at the check in counter at the airport

Date: 01/06/24
Record Locator: FDLYJH
Flight: 3485
Segment: ORF-MIA
Passenger: Victor C Aromin
Advantage #: 0ND1672
Level: Platinum Pro
Phone: [protected]
Email: [protected]@aol.com
Horrible, rude experience at ticket counter
Note: This has taken me a long time to type this complaint. This would best be explained to a representative. I attempted at various times via phone calls and was told I need to do this complaint in an email.
History:
I have been patronizing this airline since American Airlines acquired US Airways in 2015 I was a Chairman Preferred member on US Airways since 1999. I have been Executive Platinum every year until 2023. I worked from home remotely now, since COVID. I was about an 80% business traveler and 20 % personal traveler; now I’m 100% personal traveler, so unfortunately, I do not fly as much with American Airlines. It was nice traveling every week on American Airlines and I enjoyed it. I have never, never experienced in all my travels this shockingly horrible and rude situation.
Below I will attempt to type this up in an email; however, I wish to be contacted personally by phone to explain these complaints:
Below are the estimated times from the date 01/06/24:
01/06/24
Below, I will explain as when I first called the airline reservation desk and asked to be transferred to someone, she at the desk, explained that I would need to contact the complaints desk via email. Below is an abridged version of events (which by the way has taken me a very long time to type up).
01/06/24 4:15pm EST
I was in the First Class/Priority line for roughly 15 minutes. There was one check in associate working the priority check in line. A basketball team was checking in in the priority line; however, not all the players were in the line. The players to check in were standing all around, not in the line and were all standing in the area near the counter but not all in a line. I waited and finally made my way to the front of the line (where I would be next) and noticed other players were walking up after one player finished checking in with the priority ticket counter associate. When I was next (in the line, another player (not in line) walked up to the ticket counter. I asked “if I would be next or all the team had to complete their check in first”. Someone from the basketball team said to me that the team had to all check in first. I was ok with that and at that point, so I moved over to the general check in lane as the general check in line was moving faster to check in anyway. There were two associates working at the general check in counter to the right of the priority check in line.
01/06/24 4:35 PM
Person A – Check in counter associate. She was pleasant and assisted me.
Person B - Rude manager of ticket counter working next station beside person A.
I was in the general check in line and now next to be checked in. Again, there were two check in persons working this general line (Person A and Person B). As I walked up to the counter to Person A and handed her my ID and she checked me in and gave me a boarding pass and tagged my bag for me to take to baggage security. Person B (the manager) told Person A to go assist someone at the kiosk and not assist me; however, Person B was done as stated above. At this point I said to person A, are don’t want her to assist me? I was walking away with my bag after person A assisted me and was taking my luggage to the bag security area and person B ran over and told the bag security person not to take my bag and she, person B, took my bag and removed the bag tag. She demanded, not ask that I sit down and she would make the decision if I was even going to take my flight.
When she, person B, came to where I was seating, she told me very unprofessionally and rudely to hang up my phone. I was on hold with American Airlines.
I called the reservations desk at 4:40pm
I sat down and waited as she, person A, instructed.
The entire interaction with her, she spoke very unprofessional to me and would not let me speak. When I tried to talk, she said “don’t talk over me and I will call the police”!
The entire conversation, she spoke rudely to me and spoke to me like I was a child.
She told me I would have to wait so see if I was mentally ok to take the flight!
Threaten to call the police if I kept talking. She was very rude and talked to me very unprofessionally and like I was a child.
“I don’t care that his is Platinum Pro, that doesn’t mean a thing to me"
I would hope this is video and even audio to this whole interaction from the Norfolk security cameras.
You don’t know my husband but if he knew you, he would take you out…meaning beat me up. That is a threat!
She threw the race card into to the conversation stating, “you don’t talk to a woman like this, let alone a black woman”. She spoke extremely rude and demanding to me, not even a “please” after commanding me to not speak!
Again, I asked many times for her name or associate number and she would not provide it to me. That is unacceptable and that type of info should always be provided when asked. Her ID badge was not visible to me.
In conclusion, I am requesting an American Airlines Customer Service representative call me to answer additional questions and additional ones I have. My number is [protected]. My email is [protected]@aol.com