On April 5, two elderly passengers were removed from an American Airlines flight because the gate agent wouldn’t let them fly with their cello – even though they’d purchased a seat for the cello from the airline and flown with it on the first segment of their trip.
The passengers had flown from Palm Springs to Dallas – Fort Worth. They boarded their second flight. And a gate agent came on board and declared that they’d be unable to fly unless they either:
- waited for a later flight operated by an Airbus, instead of the Boeing 737, or
- checked the cello as baggage because instruments are not allowed in seats on 737s
In Dallas an agent stopped the passenger at the boarding door, but then let them proceed onto the aircraft. Then the agent, in the passenger’s words, “came running to get me off the plane after giving me permission.” Another agent “said no again [and] suggested only cargo.”
Not wanting to wait over six hours for the next flight – American is currently serving Washington Dulles airport from Dallas only twice daily – the passengers agreed to check the cello.
An American Airlines spokesperson shares,
Customers with large carry-on musical instruments that do not meet carry-on requirements may choose to purchase an additional seat for the instrument. The requirements for these instruments are available on aa.com. Our team is reviewing this specific issue and will reach out to the customer directly.
American’s website says,
If you choose to buy an additional seat for your instrument, please note that seat bags must not weigh more than 165 lbs / 75 kg and must meet seat size restrictions based on airplane type.
While the airline doesn’t offer further details on seat size restrictions by aircraft type, I do think anyone buying travel for an instrument should at least inquire about potential problems on smaller regional jets.
Cello On Board American Airlines Airbus A321
It’s the airline’s responsibility to ask questions about instruments they’re selling tickets for, if there are potential issues. Instead, a gate agent took it upon themselves to interpret rules on the spot – after ticket purchase, after boarding pass issuance, and after passengers had flown their first flight. And then American Airlines didn’t even refund the cello’s ticket after it was denied boarding.
Department of Transportation rules explicitly require airlines to accommodate musical instruments on board and making up rules, or failing to consistently enforce instrument rules, would appear then not just to be poor customer service but a violation of federal rules.
Ultimately after I brought this issue to the airline’s attention they provided passengers with a full refund for their tickets plus a $100 trip credit per person.
> I do think anyone buying travel for an instrument should at least inquire about potential problems on smaller regional jets.
How presumptuous of you that a non-travel obsessed consumer (about 80-90% of the population) would even know what a “regional” jet, especially once the airline took good money in exchange for a contract to carry the items exactly as it told the consumer it would — in the cabin! For any company to sell something with no intention to provide it to you (in this case because they didn’t ask the consumer for the item’s size, or even provided it on their website!) is typically considered fraud and deception — at least in Texas it is.
My worst airline experience ever involved an AA gate agent at DFW. Coincidence? I will never fly AA again.
AA is tough. I’ll bet Southwest would allow it.
AA cancelled their flights when they have pilots issues and tells you there is weather problems. Leave you stranded with no food and hotel and telling it’s an act of God you’re on your own.
Unfortunately, very avoidable. As usual.
That is too little of compensation omg
I’ve been a touring musician for 30 years. I’ve had my share of run-ins with airline personnel giving me problems with boarding with a bass guitar through the years. However, I’ve always handled it in a calm way, and most of the time that charm has worked to my advantage. Sometimes, the baggage agent at check-in will tell me that it won’t fit in an overhead bin, and that I’ll need to check it. I just politely, but firmly, tell them that as a professional, touring musician, I am very experienced with this situation, and if it won’t fit once I board the plane, I will cooperate and check it at the jet-way. 99% of the time, the flight crew gives me no problems, and it usually fits in an overhead just fine. I fly with my bass guitar in a highly protective, soft gigbag, that will also do a pretty fine job of protecting the instrument in the event I should have to check it at the jet-way. And, even when occassionally there’s not enough room in an overhead, I’ve had flight attendants help me find closet space to hang it. (It has a hook at the top of the case.) I am super polite, and all smiles to the crew from the moment I board a plane. This usually helps. But, like the article above says, and this is the bottom line:
“Department of Transportation rules explicitly require airlines to accommodate musical instruments on board, and making up rules, or failing to consistently enforce instrument rules, would appear then not just to be poor customer service, but a violation of federal rules.”
So, there’s that. And, airlines need to train their staff to make sure that they know this.
GAAry will be GAAry. Griping about American, as usual.
Unfortunately the DOT does not get a say in what instruments are allowed to be seat loaded. That is the job of the FAA. I used to fly an aircraft that was not approved for seat loading. Unfortunately the Northwest Airlines ticket agents did not know of these restrictions when they sold the ticket. I offered to have the cello loaded in separate cargo compartment by itself strapped to wall and the musician could supervise the process. The musician refused our accommodations and took a different airline.
“While the airline doesn’t offer further details on seat size restrictions by aircraft type, I do think anyone buying travel for an instrument should at least inquire about potential problems on smaller regional jets.”
You do realize that a Boeing 737 and Airbus 320/321 are the same category of aircraft. A 737 is by no means a “regional jet”.
But either way, they sold the ticket. As an airline industry professional myself, I suspect what’s missing in this story is that there were staff based at DFW, & friends of the gate agent, who were on standby to travel and the agent was looking for any solution to free up a seat. In which case the offer should have been check the cello plus an upgrade for both passengers as well as a voucher of $500 each for future flights. Typical horrible service from airlines. Doesn’t just happen at DFW. Could just as early happen at any airport in the US or Europe.
As for federal rules, who believes that airport staff or crew in the US care what’s in the rules? On a delta flight last year I pulled up delta’s own policy on their website for a different topic. A safety issue and the law. The crew simply said they have other info from the company. Refused to show it. As a pilot I implored them to check with the company because their understanding of the law was 100% wrong. They simply thanked me for bringing it to their attention. And the flight went on, non compliant with the law and the policy on Delta.com
Did the Chello also receive a $100 voucher? Asking for a friend
If a passenger (cello in this case) was denied boarding, they should have received more compensation than that. (DOT) regulations require compensation of at least $400-$600 plus the cost of the unused fare amount for denied boarding. AA is required to complete DOT documentation for pax to sign for all denied boarding pax. They should file a complaint with the Department of Transportation
https://viewfromthewing.com/american-airlines-sells-a-ticket-to-a-cello-and-then-denies-it-boarding-in-dallas/comment-page-2/#comment-5515889
>Assuming that cello players don’t know what regional jets are like
He has a cello and knows enough about it to not check it. He’s somewhat affluent then, and probably knows the different sizes of jets as most middle class people do in at least a general way.
Flights don’t always say what kind of plane you’re going to be on until a half day or closer even sometimes. But either way, looks fine to me.
All the safety stuff in jets, besides the air masks, is bullshit anyway. My backpack being in my lap is not going to kill me unless the plane crashes in which case I’m 110% dead regardless.
For situations like this I fly private.
I would never fly american airlines. Very horrible service and the flight attendants at the gate should be suspended for 2 weeks without pay pending the investigation. I would rather pay double for a ticket than to fly with AA. Don’t fly with them. There are better airlines out there. This situation is distasteful and im happy to hear they were fully refunded for their flight. But only after going viral. So that also works towards showing how crappy and non empathetic they are. They care about money not passengers. Aweful just awful.
Change airlines. I’ve flown all over the world from the United States and have ALWAYS been able to carry my electric guitar as my one personal items, even with a economy ticket. Possibly because of the size of the aircraft I’m usually assigned to the Boeing 777-300 , and my hardshell guitar case , which is around the same size as that chello fits perfectly in the overhead bins on that particular aircraft. I used Emirate Airlines always if it’s available. They have a great staff, great food , and the most reasonable baggage fees of any other airlines. I’ve also flown domestically on JetBlue and never had one issue with ramp agents, ticket agents , or anyone else. Says a lot about airline choice.
Sasha says:
“You do realize that a Boeing 737 and Airbus 320/321 are the same category of aircraft. A 737 is by no means a ‘regional jet’.”
Not only that, the seat configuration in them is usually identical/interchangeable. The AA agent was full of caca, as most of them are. Put somebody in a uniform with lots of macaroni on it and they think they’re gods.
Had several bad experiences on American AL.
One involved a light in the loafers male ( maybe) ticket agent with a very bad attitude at at DFW. Another a 50 ish female at PITT trying to charge $100. to check a luggage cart, and on a 1st Class ticket!
Lately, first class mean NOTHING to American Airlines. It isBusiness Class ,and they upcharge you $370. To change date even though they advertise “ NO CHANGE FEES”. No more. Done with American!!
Let’s just say, based on my experiences with American (US Air) I’m surprised anyone flies them a second time.
Who cares?
Here, as in most cases, it’s not the airline policy but poor interpretation by the personnel not using good common sense. Human error is the primary problem in cases like this.