American Airlines/Iberia Complaint - Review - False Advertising In Airline Ticketing
Both American Airlines and Iberia advertise that they allow small dogs to travel in-cabin. I booked a trip to Paris from JFK through OneTravel.com.
I was told by OneTravel to call Iberia and to let them know I would have a small dog with me. I called Iberia and was told that the request had to be put through OneTravel.com. I calle OneTravel back and while I was holding on, they contacted Iberia. Iberia told OneTravel that the request had to be made with American since they managed the flight. OneTravel called American and told me to expect a follow-up call from American Airlines. OneTravel also switched my initial booking from Iberia to A. A. I received a call from American Airlines and was told to fax them my doctor's letter showing that my dog is a certified emotional service animal. After doing so, I had a call from A. A. The A. A. representative told me they would not accept this particular doctor's letter and refused to allow me to pay for the dog to fly in the cabin, he flatly told me that I could not book the flight for the dog in-cabin. I called back OneTravel.com and asked them to find out what was the reason for American Airlines and Iberia's disgusting way to handle a customer and after being once again put on hold, I was told by OneTravel that it would be best for me to cancel my reservation. After 4 hours of being on the phone with TravelOne, A. A. and Iberia I was forced to cancel, since both Iberia and American Airlines refused to comply with what they advertise as their "pet in cabin policy". I was also told by OneTravel that although I would get a full refund, that refund could take a couple of months to show-up on my credit card. I re-booked on Air France and got my dog to be in-cabin without any problem. Beware of these incredibly poor customer service issues with American Airlines and Iberia.
I would like to know what gives these two airlines the right to change their posted regulations and why they think people would want to travel on their airlines in view of such disgusting customer service.