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  • The customer service counter for American Airlines at Phoenix Sky Harbor Airport is useless and extremely rude. When tickets were purchased for my son(age 5) to fly in it was verified that I could get a pass to get him from his gate and the customer service counter would not allow it. Other airlines do this for me every couple of weeks. We thought we would give American Airlines a try since we planned an international flight with them next month. The upcoming trip will be switched to a different airline and I would rather pay the difference in price for better customer service. I even showed my military ID(which I normally use with other airlines when I get the pass) and they would not allow me to get my pass. American Airlines needs better training and to get their 800 number customer service team on the same page as the counter customer service. This has been an extreme hassle and I wish I would have been told from the beginning that I wouldn't be able to get my minor child from his gate with this airline.
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