> First thought is some overly enthusiastic AA security person going way too far
Anecdotal evidence hints that that may be part of their training. I was held in line for check-in for checking in in LAS for about 1h, prevented from speaking with somebody at the actual check-in counter, all because I couldn't provide proof on my phone that I had uploaded COVID documents to the VeriFly app (which wouldn't allow me to upload said document because the first leg of the trip back to Europe was through UK which lifted all restrictions). The AA staff person threatened to call security if I tried to move ahead and speak with the check-in counter staff and instead told me to wait until he sorted out things.
After a few exchanges like that where I was in retrospect way too polite and complying, he smiled and told me that I'm stuck there and there is no way I'm going to fly home.
At the end of his shift, the next person was super polite and wanted to help me, but it was too late since the check-in window was closed.
I can only describe this behaviour as sadistic. It seems to me that this person had been told that his job was to make sure order was upheld and he used that as an excuse to exercise power over other people.
I'm sorry to complained this happened to you. Definitely file a complaint with the DOT. Depending how much you want to push things, this could qualify as involuntary denied boarding (IBD). I would definitely pursue this.
You might also consider disputing the charge on your credit card. In the end, you presented yourself for check-in and were unjustifiably barred from the flight through no fault of your own.
Thanks for the pointers, but I'm in the privileged position to not have to care about the details since it was a work trip handled by my employer.
I just wanted to share my anecdote for the human angle: some people enjoy exercising power over other people. It's not dissimilar to issues that the police force faces, although I would expect an airline to be better placed at rooting out this kind of bad elements from their workforce.
Anecdotal evidence hints that that may be part of their training. I was held in line for check-in for checking in in LAS for about 1h, prevented from speaking with somebody at the actual check-in counter, all because I couldn't provide proof on my phone that I had uploaded COVID documents to the VeriFly app (which wouldn't allow me to upload said document because the first leg of the trip back to Europe was through UK which lifted all restrictions). The AA staff person threatened to call security if I tried to move ahead and speak with the check-in counter staff and instead told me to wait until he sorted out things.
After a few exchanges like that where I was in retrospect way too polite and complying, he smiled and told me that I'm stuck there and there is no way I'm going to fly home.
At the end of his shift, the next person was super polite and wanted to help me, but it was too late since the check-in window was closed.
I can only describe this behaviour as sadistic. It seems to me that this person had been told that his job was to make sure order was upheld and he used that as an excuse to exercise power over other people.