Dear Editor,
American Airlines (AA) is generally performing well on its Guyanese routes but could do more to enhance the customer experience. We are grateful for the arrival of American Airlines an important global carrier which signals that Guyana is up and coming and open for business. However, this does not mean that we Guyanese should receive or accept less than the highest quality of service.
We recognize that in its haste to secure the presence of American Airlines in Guyana, yet another Government has failed to negotiate terms and conditions that align with the best interest of Guyanese. However, as a global carrier, it is incumbent on AA to provide the best possible service and customer experience to Guyana. Below are four areas which deserve immediate attention and through which the airline can signal its commitment to the provision of high-quality service to Guyanese passengers and other nationals travelling to and through Guyana.
AA should provide one free checked bag, like Suriname Airways and Jetblue’s Blue Plus. AA charges customers US$35 for the first checked bag, and US$45 for the second, then fees increase thereafter. Customers normally have at least one checked bag on an international flight. Therefore, to arrive at the actual cost of the roundtrip ticket, one needs to add at least US$70 to the fare, and US$160 if checking two bags. Unsurprisingly, United Air-lines, which began flights to Guyana after American and is a fierce competitor, followed suit with similar baggage pricing.
Online check-in is cumbersome and rarely works for Guyanese passengers whether on outgoing or returning flights. Almost invariably, one has to check-in at Cheddi Jagan International Airport, JFK, or Miami International Airport. This is not consistent with global practice for international flights and should be fixed immediately. Other major carriers servicing Guyana provide hassle-free online check-in.
Paying for checked baggage can be a challenge. AA does not accept cash payment for luggage during airport check-in. AA’s policy on its US domestic flights is to allow customers to prepay for luggage during online check-in (within 24 hours). However, this option is not available to Guyanese customers. While payment by card only may be designed to reduce fraud and theft it poses a significant problem for passengers in a country in which credit card use is in its infancy. A potential solution which AA could put in place would be to allow customers to pre-pay for checked baggage when purchasing the ticket. Any cost for additional checked baggage not prepaid, or overweight could be settled at the check-in counter.
Finally, American Airlines should cease and desist from allowing its cleaning crews to board the plane and begin their work prior to deplaning all passengers at Cheddi Jagan International Airport. While we know that turnaround times can sometimes be tight, this practice is unacceptable and disrespectful. I have travelled extensively across the globe and have never seen such an unprofessional practice.
In conclusion, the introduction of American Airlines to Guyana has been warmly welcomed, and I personally have benefited from many of their direct flights to and from the US. However, we urge American Airlines to show more respect and consideration to Guyanese customers by taking prompt action on the points raised above. We know you can do better!
Sincerely,
Keith McLean