January 20, 2010
Dear Mr. Wood:
We have received word of the excess baggage charges that were applied to your trip to Santo Domingo. We very much appreciate the work that you and your team are doing for the people of Haiti.
Clearly there are times when exceptions to our baggage policies should be made, and this is quite obviously one of those times. We have refunded the baggage charge that you paid. If there are other team members who need to be refunded, kindly have them contact me at www.aa.com/customerrelations. Be sure that they reference my name in their message.
I also notice that you are planning additional much needed trips to Haiti, and you are certainly not alone. As you might imagine, the vast majority of customers wishing to travel to Port-au-Prince and Santo Domingo at this time are going to assist with the relief effort. While we would like to allow these customers to check as much aid supplies as they can bring, we have come to the realization that we simply do not have the capacity carry the amount of supplies that our customers wish to check. In order to give each customer traveling to Haiti an opportunity to bring supplies, we are now limiting customers to two checked items weighing no more than 50 lbs each.
Conditions are of course changing rapidly, and it is possible that we may modify this policy at some point. The best way to keep up-to-date on our travel policies to Haiti and the Dominican Republic is via AA.com.
Mr. Wood, thank you again for the work you are doing in Haiti. Our thoughts and prayers are with the people of Haiti and all of their friends and family throughout the world.