ZR

My family and I had a vacation planned to the Paradisus Playa Conchal for December 10th-15th, but we never got the oppurtunity to experience it because we were deported from the country at Liberia Airport. I have nothing negative to say about the resort or about the airport in Liberia, and we are still eagerly looking foward to our rebooked vacation in February, but I'm looking for advice concerning action to take against American Airlines. Trust me, the story of our nightmare on December 10th is very long, so I will not go into gritty details, and I will just explain the gist of the situation. I had booked our vacation online in October, and later called American Airlines reservations to see what proper documentation my eight year old son needed to enter Costa Rica. I was put on hold, and then told that an original birth certificate with a raised seal would suffice. Seeing that all the other memebers of my family had passports, I had no reason to distrust the "expert" adivice of American Airlines and spend the extra money on a passport for an eight year old when he didn't need it. Subsequently, I called the the Costa Rican tourism board to see if my family needed any vaccinations, and I was politely told no. When we arrived at Laguardia airport at 4AM on Saturday morning, December 10th, we were officially checked in by an American Airlines employee, who told us that after December 31st, 2005, anyone leaving the United States will need a passport to return (the validity of this statement is now in question, and I think that rule goes officially into effect in a year). Anyway, we were checked in by American Airlines for an international flight with insufficient documentation. We connected in Miami after a two + hour layover, and actually flew to Liberia, Costa Rica, and were promptly turned away and put back onto the nest flight back to Miami. I cannot express the emotional stress and devastation this event has caused my family, and the series of events that followed once we returned to America (including a lost bag that went from Miami to Liberia to BOGOTA to Liberia, and then on Delta to Atlanta to Laguardia, and gotten to us on December 14th). We have rebooked our vacation to Costa Rica for February on American Airlines at the Paradisus Playa Conchal, but we are looking for everything to be covered by American Airlines, Contacting a customer service representative at the airlines was very challenging, seeing that there is no customer service phone number. After a lot of research and prying, we were finally put in touch with Tim Rhodes, a senior executive of customer service at American Airlines, who informed us on December 12th that the situation would be resolved by December 14th. This wasn't the case, and we are still told that out mishap is being investigated, and ultimately it is the passenger's responsibility to find out what documentation is required for travel. However, this is not what we were told by American Airlines in October, and once they checked us in at Lagauardia, it is my opinion that the fault rests with them. Please, any feedback or advice on the next step to take would be greatly appreciated.

Poppa

Pretty bad story.

Good thing your plans are back on track. Do all you can with AA -- they may not owe you everything, but they owe you something. It is a bad deal to let anyone board who may be denied entry to their destination.

Finally, as you know, this will become a fairly good "War Story" after some aging. Remember the details and enjoy it when that time rolls around.

shillmac

I forget exactly when passports became necessary for travel to Costa Rica, but it was close to three years ago. We started visiting Costa Rica in July of 2001. We first needed our passports for our 3rd visit in January, 2003. Seems like the change was scheduled for Jan. 1 of 2003 (and we made sure we obtained passports), but maybe didn't actually take effect until May? But it's been awhile.

It is appalling that you received incorrect information from AA. The problem will be that it is your word against theirs. But I agree they were obviously at fault for allowing you to board an international flight without proper documentation. Unbelievable.

Good luck and let us all know how it works out. Can't imagine how stressful this whole situation must have been for you. The good news is: you will enjoy Paradisus Playa Conchal!

Percy

I checked with my Travel Agent about your problem...

Her reply was that it is your responsibility to have the proper documentation......HOWEVER,

since AA told you that you HAD the proper documentation.then THEY are at fault, for letting you board an International " flight without what is now known to have been improper documentation.

I am horrified by your story and can only imagine the stress and anguish you must have gone through at the Liberia Airport.

I agree with poppa,in that AA owes you something and I hope they have the decency to rectify this problem in some manner that is suitable to you.

We all know that we have to have a passport, but AA told you that for your 8 year old son , a birth certificate was good enough.......and
since..

an employee of AA gave you wrong information, it is only good business policy that AA make some satisfactory restitution.

This is a valueable lesson for all of us to learn.

Thank you very much for posting your sad experience as I am sure many many of us will relate your story to other travelling with children.

Please keep us posted as to how you make out with AA.

( shillmac you better get a passport for Isabelle !!)( just kidding)

Percy

eznmomma

It is now American policy that anyone traveling outside the United States must have a passport that is valid for six months following the return date of that trip. American Airlines is totally responsible for letting you get on that plane and is at the very least responsible for the fallout from that portion of the trip. I have had trouble with American almost every time I fly with them, but I have persisted and gotten either compensation or the proper booking. You can try making a blind call and asking all the same questions, documenting the source, time and info to see if that misinformation is stilling being given by some of their agents. I did that on one occassion, and it was my proof that AA was negligent and at fault. It forced them to correct a misbooking at their expense. Good luck

Jeff_Costa_Rica

I'm going to take a different approach here: Really, as Percy's travel agent said, the only person responsible for knowing about and having the correct documentation is the traveler. Not the airline. Not a travel agent.

I flew AA to Paraguay in March 2003 and was shocked when the immigration officer at the airport in Asuncion asked me for my visa. I hadn't bothered to check in advance and had never needed one on previous trips, but Paraguay had just implemented a visa requirement for U.S. citizens a few months earlier. No, American should never have allowed me to board the flight, but the responsibility was mine and mine alone for knowing about the visa requirement. I wouldn't dream of blaming the airline, much less expecting it to reimburse me financially. Maybe American will give you a voucher for future travel as a matter of good will, but I wouldn't expect anything more.

Believe me: I now check the entry requirements even if it's a country I've traveled to many times before. The information is on the web, and it's available from the country's consulate, just a phone call away.

I am glad to hear you're going to give Costa Rica another chance.

ZR

I want to clairfy that I HAD checked with the airline about proper documentation for entry into Costa Rica for a minor. Looking back, I definitley should've double checked this information, but I had no reaosn to distrust American Airlines when they gave me concrete information.

Thanks for everyone's responses so far. I greatly appreciate everyone's sympathy in advice.

Jeff_Costa_Rica

Oh, I realize that, and American should not be giving out outdated information. I just think you're going to run up against the "Ultimately, it's the passenger's responsibility" mantra that you've already heard from American. And it is ultimately the traveler's responsibility, not the airline's. That's a pretty standard disclaimer about such matters.

I'd say: Look forward to your rescheduled vacation. Costa Rica is wonderful that time of year.

Christina

I have a little sympathy for your situation, but not much, as it is mainly your fault. Why you would contact an airline and call an airline customer service agent an immigration "expert" is beyond me. They can barely answer questions about their own services and fares correctly. I think it may be too much to expect airline service agents to function as immigration experts on changing rules and situations in every airport and country in the world, on a minute-by-minute basis. THis is not realistic.

I really don't understand why you would have even called the airline to ask, rather than the appropriate authorities or agencies. However, the airline should have clearly told you that you should ask the appropriate persons, not them, or at least cautioned you that they had no responsibility for their answer if it changed, etc., if they did offer an opinion. And because they were flying there, and checked you in, one would hope they had a fairly good grasp of the situation and requirements, which they didn't.

So, I think this is mainly your fault (and the whole "nightmare" and "devastation" postponing a vacation a couple months has caused is really overdoing it, you didn't die, for heaven's sake), but because they messed up a little (perhaps, you could be omitting information as to what they really told you when you asked, such as if they cautioned you to check with others), as a good will gesture they should give you a little something.

Your post isn't even really clear what costs you incurred due to this, and what you mean when you say you expect AA to cover things. No one can give you any specific advice without finding out the actual facts as to what you mean by that. If you mean they made you pay for the original flights and resort room because it was nonrefundable, then I do think that they should refund that money. If you mean that costs are higher in February because it is high season, perhaps, so you are paying more for the hotel room or flight than originally, and you want them to pay the difference -- no, I don't think they should be responsible for that because this was mainly your fault.

RBCal

I'm sorry that their vacation was ruined but I would never imagine travelling overseas without a passport.
Do you think the USA would allow anyone from Costa Rica (or any other country) into the USA without one, particularly after 9/11?

Kath

The only one without a passport in his entire party was an 8 year old boy.

RBCal

Yes, I read the post. However, I am sure the USA would not allow an 8 year old Costa Rican (or any foreigner) into the country without a passport.
Americans seem to think that they are entitled to special treatment, IMHO.

lvk

Just thought I would add this for anyone trying to avoid a similar situation: Not only do all travelers need a passport, your passport must have 90 DAYS VALIDITY from your travel dates. I was tipped off about this by a Fodor's poster, and I verified it on the State Department website prior to our trip to CR. My kids' passports only had 60 days validity left, so I had to get them renewed before leaving. Luckily I found out far enough in advance of our trip.

Now, like Jeff, I will always check the State Department website for the most current information before traveling to any foreign country -- even a weekend jaunt to Baja or the Bahamas.

(Happy New Year- Percy & Shillmac!)

shillmac

Igual, IVK! Hope 2006 is the best year yet for you and yours!

missypie

What a sad story. I know that it sounds trite to say "live and learn" but lots of us have relied on wrong information given by those who should either know the answer or tell us they don't. Yours is an extreme example, but now you're one of many who won't trust airline employees for info.

I can't believe they let him on the plane.

kinser

What a sad, sad experience that must have been for you and your family.
I sympathise entirely. You depend on the airline personell for certain information because that is their day to day business, while you and your family may not have ever travelled out of the country. If the airlinedoes not want to take responsibility for delegating correct information, than the representative should have told you that and referred you to the proper source. The fact that they compounded the situation by allowing you on your flights, and putting you through the traumatic experience of reaching your vacation destination and being turned away,is unbelievable, and I feel they should offer some sort of compensation.
Your family's disappointment cannot simply be measured by dollars and cents,
and is clearly all due to American Airlines' mistakes.
It may have been your initial mistake to call them for the information you were looking for, however they should have told you that in the first place !!
I suggest you keep after them.
Good luck......
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Percy

And a Happy New Year to you also Ivk, and shillmac.

You know I could have very easily done just what you did ZR.

If I had an 8 year old boy and I called the Airlines and asked them and they told me he does not require a passport,
I would say to myself..." Gee these people fly to Costa Rica everyday...they must know the requirement."

Besides as was mentioned,the 8 year old was the only one without a passport.

I mean have a heart, he is there with his Dad, and Dad does have his original birth certificate.

I think a Travel Agent should give you all this advice.

At least mine does.

I just got back from Egypt a few months ago and my Travel Agent told me all about the passpsort and visa and how to get them and how long my passport had to be valid for etc.

It may be my responsiblity, but I expect my Travel Agent to let me know ( or to find out for me) if there are any specific requirement when I reach my destination.

All my life they have always always done this.

Some airlines are very good about errors that they make( or that they are at least part responsible for)...hopefully AA will still have some Christmas Spirit in their hearts.

I think we will all remember this topic for a looooong time .

Happy New Year to all

Percy

AAFrequentFlyer

<b>www.aa.com</b> has the following information:

<i>Planning on traveling internationally? Visit the U.S. State Department's website* for passport services and information.

Because documentation requirements vary based on the countries included in your travel, we strongly recommend that you contact the nearest applicable Consulate(s) for the latest updates.

U.S. and Canadian citizens require a valid passport for travel to Costa Rica.
</i>,

if you are trying to be your own travel agent, then you simply have to cover all basis.

El_Swainer

Get a lawyer. You were not knowledgeable about international travel and you are not a lawyer. You already made 1 mistake. Why make 2 mistakes.

Jed

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