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The initial response from customers and American employees "has exceeded our expectations," Julie Rath, American’s senior vice president of airport operations, reservations and service recovery ...
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Ben Edelman recalled booking an American Airlines ticket for his wife by phone in 2012. An agent described the seat as first class when he meant business class.
For example, if members of a family or a group that is traveling together are in different boarding groups, a gate agent can allow the customer in a later group to board with their companions.