Was flying on Feb 26, 2016 with AA from EWR to MIA at 12:45 out of Terminal A. It generally takes me eight minutes from terminal door to departure gate because of Pre Check. I therefore left my office in Monsey at 11:00 AM, parked at Value park and arrived at the terminal at 12:10.
Unfortunately I was not aware that there is no TSA Pre at EWR's Terminal A (go figure) and missed gate closing by 5 minutes.
The gate agent walked away when she saw me and couldn't care less which is when I went to seek help at a different gate. He offered me the next morning flight or standby that day via CLT. After explaining that Shabbos was coming in at 6:00 PM he said I would have to leave the secure area to speak to the supervisor at the ticketing counter for any other recommendation. I proceed to to the ticket counter to speak with Jackie B, boy, black women in power are really the worst. After explain to her about shabbos, she wouldn't budge. She said that I'd have to pay change fee and price difference. Blah blah blah..... No empathy. FYI: She got really offended when I commented on the fact that she was still wearing her US Air uniform and said that AA bought out her company. She tried to shout and correct me but I already turned my back and was walking away. There really nothing like having the last say and turning your back on arrogance.
Frankly I knew that she was within her right as I missed my flight out of negligence so I wasn't going to make a big shpiel.
I then proceed to call AA. At the time I was like there was now way that the pone reps would reaccommodate for the next shabbos. The first agent said that she cannot do anything, but then when I spoke with the white supervisor out of CLT I scored. First he said he can waive the change fee I would however be subjected to pay the difference in fare. He offered to do this for my return, under a different PNR. He then decided to change them both for free. While I was hoping for that, I least expected it and was pleasantly surprised.
In sum: Quite frankly AA did not have to do anything here. Jackie B was within her right. However as a supervisor you need to satisfy the customer and bend just a little and offer a gesture of goodwill, perhaps like the first option I was offered by the phone supervisor. Then there is going above and beyond, like the phone supervisor, who changed both flights under two separate PNR's and didn't even make me pay a fee or a difference in fare.
Kudo's to AA!
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