American Airlines - flight AA1164 from El Paso, TX to Chicago, IL on Nov., 15, 2003 - incorrectly demanded visa for entry into Denmark - finally allowed to board plane in TX - apology from American Airlines expected due to rude treatment

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RE: American Airlines - flight AA1164 from El Paso, TX to Chicago, IL on Nov., 15, 2003 - incorrectly demanded visa for entry into Denmark - finally allowed to board plane in TX - apology from American Airlines expected due to rude treatment

American Airline Flight AA1164 from El Paso to Chicago on Nov 15, 2003 (Ticket control Number is 00105718549340)

DATE: November 24, 2003 Subject: Flight AA1164 from El Paso to Chicago on Nov 15, 2003 (Flight AA 1164, Ticket control Number is 00105718549340)

American Airline Ref: R2003/11-17438-00088-001 Dear Sir/Madam My complaint is resulting from the humiliating treatment by American Airline staff at El Paso airport and one lady at their International Documents on Nov 15, 2003. My complaint simply is that American Airline staff had exceeded their authority for probably no reason other than ignorance. All I wanted was a note of apology and a statement that these personnel will be disciplined. As such, I sent a complaint via their website link.

However, I received a response from Ms. J.P. Oles of American that clearly suggests that she has not taken the time to read my complaint or the issues involved. Hence I am sending my complaint in writing to you. On Nov 11, 2003 I flew on SAS from Copenhagen to Chicago (via Stockholm). On Nov 13, 2003, I flew from Chicago to El Paso on American Airline. On November 15, 2003 I had to fly from El Paso to Chicago on American Airlines Flight AA 1164 and then on SAS to Copenhagen. DETAILS OF THE ISSUE: When I tried to check in at El Paso on November 15, 2003, the AA agent (ID no. 43N/ELP) for flight to Chicago (only) demanded to see my Scandinavian Airline ticket from Chicago to Copenhagen. I provided that. He noted that the day after my arrival in Copenhagen, on November 17, 2003, I was flying from Copenhagen to Stockholm (again on SAS) and then on the same evening to Frankfurt (again on SAS). Then on November 18, 2003 back to Copenhagen (again on SAS). The agent wanted to see my visa for Denmark. I told him I lived in Germany and showed him the valid work permit from Germany (expiring in November 2004). But according to him, since I was going back to Copenhagen from Frankfurt on November 18, 2003, I needed to show a Visa for Denmark! The fact that American Airline was ONLY flying me to Chicago and that SAS was flying me from Chicago to Copenhagen, was irrelevant to him. The fact that after arriving in Copenhagen, the next day, Monday Nov 17, I was leaving Copenhagen was similarly irrelevant to him. (If SAS staff in Frankfurt, asked these questions on November 18th, when I was flying back to Copenhagen, then I could understand their concern. But not from American Airline staff in El Paso on Nov 15, 2003 and when I am only flying with them to Chicago.) I informed him that I was a USA Citizen and I don't need a visa for entry into Denmark. He however insisted that since I cannot show my return from Copenhagen, after flying there on November 18th from Frankfurt on SAS, he could not allow me to board the plane from El Paso to Chicago! I informed him that I work for Underwriter's Laboratories Inc (UL) and that we have offices in Germany (where I am based) and we have offices in Denmark, Sweden and 6 other European countries. I travel from Germany to Denmark frequently (I have numerous stamps on my passport from all countries when I fly) and that I will be driving back to Germany in my car.

He wanted me to proved that I had driven to Denmark. How do I do that? It is all European Union now and there are no boarder controls when one drives from one country to another. I did show him a receipt from a petrol station in Denmark and my German car registration. This still did not satisfy him and he called some one at AA called 'International Documents'. A lady from that department (International Documents) wanted to speak to me. Regrettably, I did not catch her name and later when I asked for it, she refused. Probably because after 30 minutes, when I was getting upset, she literally yelled at me as if I was a child and told me to shut up and just answer her questions. I still told her that since I was flying to Copenhagen on SAS, American Airlines has no liability and that they were exceeding their authority.

I told her that if she was concerned so much then all she needs to do is to warn SAS. She put me on hold and after another 8 minutes she told me to give the phone back to the agent. They spoke for a minute and then the agent just handed me my boarding card from El Paso to Chicago as if nothing had happened. No apology was offered. None was expected. Both of the American Airline employees were basking in their power. Why did I accept all this on that day? Because as you may have guessed from my name, I am a Muslim. I am an American citizen and a taxpayer but I also know that in this day and age, because of murderers like Osama Bin Laden, law abiding Muslims can not afford to fight back with rude airline employees likes the ones I have mentioned. I know that, and they know that. That would probably explain why the lady from International documents of AA could confidently speak in such a way (to a first class paying passenger). I am not writing this complaint for any free tickets or coupons. I do not want it. I will not accept it. This is not why I am writing this complaint. I am writing this because I feel like I have been violated. It is a bad feeling especially since I did not deserve it. Just to conclude this story, once I arrived in Chicago, I was able to check in at SAS without any incident and questions. Sincerely HAMID SYED

Director of Operations and Engineering

(Europe, Middle East and Africa) UL International Germany GmbH

Frankfurter Strasse 229

D-63263 Neu-Isenburg

Germany E-Mail: Email User