Revenge of the ticket agents

Where do you think you’re going with that? Ticket agents can also inflict pain on problem passengers by enforcing rules as rigidly as possible. One common example is to force difficult travelers to squeeze their carry-ons in the sizing box at the counter. “And they usually succeed when it is placed standing upright on all wheels,” says one ticket agent. “But will that suffice? Of course not. It must lie on its side, which usually never works out for the customer.” The unfortunate traveler is then compelled to check in a bag that often contains valuables or electronics, which the airline won’t pay for if it’s damaged or lost.

There are several variations of this strategy, which fall under the broader category of “luggage shenanigans.” A ticket agent can incorrectly tag your bag, sending it to the wrong airport and possibly losing it forever. An agent can also rigidly enforce weight limits, making you pay extra fees for your belongings. Ellen Simonetti, a former Delta Air Lines flight attendant who writes the Queen of the Sky blog, says it’s easy to understand why ticket agents resort to these tactics. There’s a sense of powerlessness in the ranks of ticket agents, and these tricks are often their only effective outlet for their frustrations. “It’s a really crummy job,” she says. “So I guess they have to get their revenge once in a while.”

How to get around it: Pack light and check that tag before handing your checked-in luggage to the TSA. Otherwise, you may never see it again.

You’re off the flight. This is an extreme form of punishment, but not as uncommon as you would expect. “My airline actually tells its agents and supervisors to scan the gate areas for passengers with too many carry-ons, oversized luggage, oversized passengers and anyone who looks inebriated — which, if you’ve flown lately, could be half of the flight,” says one ticket agent for a major airline, who asked that I not use his name. If you’re argumentative and have had just one drink, that’s enough reason for a ticket agent to recommend you take the next flight, even if that means waiting until the next day. “Some folks take it to the extreme and get quite a kick out of denying someone boarding for the smallest of things,” he says.

How to get around it? My ticket agent source says other than flying stone-cold sober, you should make sure you’re within standards. Don’t carry too much or try to check baggage that’s too big or heavy. And be kind. It takes the wind right out of a renegade agent’s metaphorical sails.

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Airlines say this type of agent behavior is not tolerated, of course. “Our airport agents at the ticket counter and the gate are our frontline of customer service,” Tim Wagner, a spokesman for American Airlines, told me. “They are trained to deal with customers and their needs, and they have policies and procedures they must follow in many situations.” What’s more, he added, the methods I describe for agents to get back at passengers have “strictly detailed policies” that are meant to prevent any kind of abuse.

I think most ticket agents do their jobs by the book, just like Wagner says. But I’ve run into renegade employees a time or two in my travels, and I also know that if they want to stick it to us, they can. And they can get away with it.

Every Monday, my column takes a close look at what makes the travel business tick. Your comments are always welcome, and if you can’t get enough of my column, drop by my blog for daily insights into the world of travel.

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