American Airlines review by Michelle 2017-03-29

Where do I begin... My university booked 45 people on a flight from JFK to Santiago, Chile, with a layover in Miami. When we arrived at the airport (luckily with plenty of time), the kiosks could not process our confirmation code and many of us got error codes. Customer service slowly and painfully manually checked us all in and took our luggage... When returning from Santiago, we arrived at the airport ready to encounter the same issue. This time, the kiosks once again did not work, but the customer assistance agent would not let us all enter the line to get manually checked in. Instead, they roped off the entrance to the EMPTY line and "had to talk to the manager first." We explained that there were 45 people under one reservation code and the kiosks would not check us in, but they were adamant about having EACH of us wait for the kiosk to give us an error code and then get in line for customer service. I explained that we would all miss our flight if all of us had to wait in line for a kiosk, error code, and then for customer assistance. After "talking to the manager," the agent offered to check half of us in...not that this makes any sense because all 45 of us had a ticket numb