American Airlines says USCIS is giving " inadequate documentation"

[MsDDD 7]

Good Evening to Alll.

Was on this forum long ago and in fact forgot my ID's here. But this story forced me to write to make aware of possible problems for sisters and brothers traveling while removing conditions.

Make long story short I did hear that some cruise lines refused to take aboard people in same immigration status. So with the letter for extension was going to San Antonio office for infopass to put stamp into passport ahead of vacation. They refused and of course they were right because I had in my hands both, GC and extension letter which was more that enough.To my opinion people working there are very friendly and supportive, so this my attempt was kinda extra.

But for any case changed plans and no cruise just direct flight from Dallas to Carribean and was choosing American Airlines as was thinking the "most American" company with sure knowledge for all documents...that was big mistake.

Day of departure, March 15, long trip to DFW airport, reserved parking days before, arrived to the check point 3 hours ahead. The story has begun when I was not able to use kiosk for check in, but this was not unusual. Asked to help. The first person was watching GC, passport, extension letter and said "No. GC expired". Asked to talk to supervisor. Watched couple minutes all and said "No, GC expired and you don't go aboard".Nor asking, not begging to read-nothing helps. Turned back to me with words "go away". Calling 1-800...American Airlines. Answer "we are sitting in North Caroline and you are in Dallas, not our business"...indeed with headquarters of AA sitting exactly in Dallas! Calling USCIS line, woman on the other side wants to help and giving an advise to ask CBP for the help. Time running out. Again appeared same supervisor and last time ask him to watch valid letter from USCIS. Answer-"I don't care about that USCIS".First time in that airport try follow advice of lady from USCIS line looking for CBP, already in tears, dumped. Security man thanks for is showing direction. Running there. They watch docs and say it's okay. Running back. By that time another manager arriving out of door and only this person is reading and trying to get into the process.He in fact go my both, GC and letter and went somewhere. After some time returned and seems all was on place....just plan departed without us.

Got one day later to destination through another airport.

To say more, together with me, the second person. traveling with me, without any question for documents was not checked in too, just because we were in same ticket reservation.

Got back from the trip and sent complain to American Airlines in the hope to get at least "we apologize".No word was said in original place, only stress, rude kicking out and making us feel as the people of second sort.

Got in mail answer from Customer Relations written by person named Susie Zerep. No word of apologize for delay, stress and financial loss, bunch of words from "copy-paste" somewhere. Something like "...documentation requirements are the full responsibility of the traveler who should verify with the Consulate prior to departure." What Consulate? What is about?

And at the conclusion written resume:

"Nonetheless, since there are many changes and a limitless number of variables, we do not accept responsibility for expenses, delays, reroutings or other losses associated to inadequate documentation."

Good luck to all.Seems it's needed in our status.

Edited April 1, 2016 by MsDDD

[alguien 1]

I travel quite frequently (3 times/month) for business to Mexico using American Airlines, never had a problem flying out of DFW, SAN, PHL, PHX and MIA.

In fact, on the way out of the US they don't even ask to see my GC/letter, all I give them is my passport.

On the way back the employees at MEX and CUN seem to know how this works and don't even fuss about it.

Maybe employees at domestic airports are not familiar with the GC/letter thing because they don't have to deal with it in the first place???

[charmander 692]

Sorry for what you went through. You have every right to take your case to a court but whether you want go that long and costly path is another story. unfortunately airlines has the worst customer service whether it is a situation like yours or lost luggage, cancelled planes, etc. they simply don't care.

I really try to avoid all American (AA, Delta, United, etc) airlines when it comes to international traveling. Old planes, no food, no entertainment, pay extra for luggage, little legroom, etc. seems like their lack of knowledge about US immigration paperwork would be another reason to avoid them.

[Morningmist 76]

You should point to the first line of the notice. Usually they never go that far. Also AA is the worst.

[Mike Greene 1]

I am also sorry you had to go through this. I myself will be travelling this coming week and of course with AA. Lucky me! Thank you for posting your experience. It will help myself as well as others.

[charmander 692]

Another thing you could do without spending any money is Tweeting or Facebook posting to both USCIS, CBP, and AA accounts about what you experienced. They don't like bad comments on their pages, I am sure someone would ask details on what happened. Also file a complaint with Better Business Bureau for AA. Your NOA clearly states "During the one-year extension you are authorized employment and travel".

[Boiler 46,163]

You just need your passport to leave, GC would be an issue returning and I have seen a few people have issues there.

[EM_Vandaveer 2,417]

It seems to me like AA's problem was using the expired GC as ID. Any reason why your foreign passport was not used for that purpose instead?

[Morningmist 76]

Ah good point. I actually didn't have problems traveling by cruise using the extension letter. You can't use it as a valid Id. I used my drivers license and passport for that.

[Morningmist 76]

You don't need "just your passport to leave" I've travelled so much and every time airlines check to see if I have documentation for wherever I am traveling as well.

Also American Airlines is the worst. I have yet to hear of anyone arriving ON TIME anywhere they are traveling through them. WE had everything in place correctly but AA could not even make sure to put an Infant child on the parents ticket for an international flight. we had to go to two different counters, one for AA and one for US airways to unravel their F*** ups. We also missed our flight despite arriving an hour and 15 minutes early only to be told we should have been there 2 hours because apparently it was our fault they don't know how to handle their own ticketing system.

They still do not understand why they went bankrupt. It's pathetic.

[Boiler 46,163]

You don't need "just your passport to leave" I've travelled so much and every time airlines check to see if I have documentation for wherever I am traveling as well.

Well it depends, but often that is one and the same.

OP here was talking about a GC.

[Morningmist 76]

So am I. I remember going to Aruba and the people at Atlanta airport asked me to show them my GC which I didn't present to them since I am not a citizen of Aruba. I thought my passport would be enough but it wasn't.

[charmander 692]

Well it depends, but often that is one and the same.

OP here was talking about a GC.

Not really. Each case is specific. For instance I traveled to Aruba in 2014. If I was flying to Aruba with a Turkish passport alone, I needed a tourist visa. But as a US GC holder, I didn't need a visa. So, the airline I flew with (JetBlue) checked my passport and GC at the check-in counter. However, if I was traveling to my home country or any other country that I do not need a visa as a Turkish citizen, no one needs to check my GC.

[Boiler 46,163]

Not really. Each case is specific. For instance I traveled to Aruba in 2014. If I was flying to Aruba with a Turkish passport alone, I needed a tourist visa. But as a US GC holder, I didn't need a visa. So, the airline I flew with (JetBlue) checked my passport and GC at the check-in counter. However, if I was traveling to my home country or any other country that I do not need a visa as a Turkish citizen, no one needs to check my GC.

I have been to over 30 countries and I think only one needed a visa in advance, Sri Lanka?, Turkey for example you pay on arrival, more a tax than a visa.

You were using your GC in lieu of a Visa so it was a required document to be shown.

[IcezMan_IcezLady 582]

So am I. I remember going to Aruba and the people at Atlanta airport asked me to show them my GC which I didn't present to them since I am not a citizen of Aruba. I thought my passport would be enough but it wasn't.

They asked for your GC because that is only ID (other than American passport) that allows you the benefit of travelling to your destination without visa.

Indian citizens require visa to travel to Aruba. it is your residency here that allows you to go there visa-free. Most airports check to make sure you have visa for your destination or you have a documentation that allows you to travel to your destination visa-free.

I hope it helps.