I’m a political science professor who posts regularly on Bolivian politics. I also occasionally discuss interesting books, pop culture, and daily life with a toddler. I’ve recently moved to Oxford, Mississippi.
We finally arrived in Bolivia after a long journey that started in Chicago on Saturday afternoon & ended in Santa Cruz on Sunday night (w/ a midnight to 7pm layover in Miami). Both flights were fine. And Bolivian immigration was actually rather easy (though it seemed hard at the end of a 30 hour trip). But once again American Airlines showed itself to lack any understanding of the words “customer service.”
In Miami, a very rude customer agent informed us of various requirements (we had come prepared), including some that were not on the Bolivian consulate list (which we brought). When we produced documents, she would then ask us if we had that same document. We would point to her hand. She would stare profusely. Then, she decided K8 & Javi needed 4x4 passport photos (like the kind in our passports!) because they were not Bolivian nationals. This was not on the Bolivian consulate list, but she insisted. She also told us we needed to “find a CVS or something” & “get some pictures taken.”
Why an airline that does international travel can’t have a photobooth (or even why an international airport can’t have one) is beyond me. Her suggestion (I kid you not) was that K8 take Javi (all of 17 months old), get in a cab, while I wait w/ the luggage. About 30 minutes later, K8 & Javi returned w/ the photos. We walked back to the customer agent, and waited patiently for her to help assisting the person in front of her. As soon as she finished w/ that person, w/o telling us anything (though she clearly saw us; we’d been standing there for at least 5 mins), she just walked away. No explanation. Just walked away. We turned to the agend next to her, and she started to walk away, too. When we insisted, we were told that their shift had ended. That was it.
We then raced to another agent. Our intrepid agent had not saved any of her work (why should she, right?) & we had to start all over showing documents (w/ the same level of incompetence from the agent). And, I kid you not, at least 3x he asked which one of us was “Katherine” (31 yr old female), which one was “Miguel” (34 yr old male), and which one was “Javier” (17 month old male). I’m not sure about you, but I think anyone w/ half a brain could identify which of us was which based on recent passport photos. After another 25 minutes, we were finally given our boarding passes.
In total, it took us less time to get through Bolivian customs. And that was only because we had to fill out a form that AA was supposed to give us on the plane, but didn’t. They never asked for the 4x4 photo, our yellow fever certificates, our birth certificates, or our marriage license. In fact, the Bolivian customs agents were nothing but friendly, courteous, and even showed initiative to keep Javi distracted & happy while we did paperwork. Why can’t they man the American ticket counters in Miami?
I’m glad to be back in Bolivia, eager to see some friends/family, and ready to start my research when I get to La Paz. But I am absolutely dreading having to deal w/ American Airlines again. Next time I’d rather take BoA (the new Bolivian airline that replaced LAB, which I always liked). Or any other carrier. Seriously, any of them will do. American made my shit list.
Much more (and vivid) detail from K8 over at Gringo Tambo.
Thanks for posting this as I am in the same situation (I think). I do wonder though, since you were living in the D.C. area and all - are you not planning on getting your son Bolivian citizenship? I have not done so yet, but I do plan on it and it is possible to begin the process at consular offices or in Bolivia. Especially considering his age, would that not be easier?
That aside, I completely and utterly agree American Airlines is horrific in their customer service. It is too bad Lloyd had such horrible problems and died. Do post if you hear anything on the new airline, please.
And have fun!
Posted by
Denise
June 16, 2009 12:29 AM
...I had the same thing happen to me with AA (making up extra requirements on the spot), but since I've lived in LA for years and have seen this stuff before, I always carry extra photos, etc. You were with family, so it wouldn't have been useful, not to say appropriate, but you can challenge these jerks. Ask to see the agent's supervisor and ask to see where it's
stated in writing that that extra photos are needed and why. Bureaucratic jerks, as I say...
Miguel, I want to order a good (if not the best) English language history of Bolivia that's reasonably recent in publication. What can you recommend for me? thanks and regards, Tambopaxi
Posted by
Tambopaxi
June 16, 2009 9:36 AM
@Denise: We don't live in the DC area anymore, and we never had the chance to stop by the Bolivian consulate to get our paperwork in order for Javi. We're going to try to get that normalized on the next trip, once I have my paperwork in order (which is currently in process; I haven't had a Bolivian carnet in more than two decades!). That would hopefully fix the problems. We're flying Aerosur (Santa Cruz to Cochabamba) for the first time this weekend, so I'll post how that went. We won't get a chance to try BoA, however.
@Tambopaxi: Yes, if we hadn't been frazzled already after our layover, we might have fought a bit more. We did, actually. We got them to acknowledge that we didn't need our yellow fever cards based on Bolivia's own laws (as well as those of the US). It was too much to fight about photos, too. But, yeah, horrible service. I hope they go bankrupt & fail. I love Southwest, Northwest, and United. I'd rather fly any of those three any day of the week. As for an English-language history of Bolivia: Really the only one that fits the bill is Herbert Klein's "A Concise History of Bolivia" (Cambridge University Press). But it is *very* concise, and the post-1982 period is covered in a very short chapter (the book covers several centuries, both pre- & post-conquest). I'm hoping to wrap up my manuscript of contemporary political history (which will include a chapter covering the preceding history) by mid-fall of this year (2009). I've been working on it for a while, off & on, as I could between having a baby, moving, changing jobs, moving again, and changing jobs again. I'll let you know when that comes out, of course. In Spanish, I think the best work is the Mesa family's "Historia de Bolivia" which was recently republished in a new edition. It's more comprehensive than the Klein book (which skips important events/people & even contains some minor errors).
Thanks for the info, Miguel, and I look forward to your magnum opus when it comes out! saludos, T
Posted by
Tambopaxi
June 17, 2009 4:18 PM
I don't know if it is more American Airlines, or Miami. I've flown internationally out of LA, Dallas, and Miami and MIA has the least helpful and least friendly immigration and customs agents. Maybe just timing, but my experiences with American out of other locations has been excellent.
We are planning on traveling to Bolivia in October. What exactly are they wanting upon arrival to Bolivia? Just follow the Bolivia consulate instructions?
My daughter traveled recently to Bolivia on a US passport. She got her visa by mail from the Bolivian consulate in Miami. The process was very smooth and efficient. She mailed the documents required (check their web site) and they processed the visa and returned her passport on the same day. No hassle, no arguing with the idiots at the AA counter. I would advise to anybody traveling to Bolivia to get the visa ahead of time if at all possible.
Posted by
Jorge
June 19, 2009 10:09 AM
@Jorge: Thanks for the advice. We should've been more on the ball about that, but also hoped that my wife/son could get in w/o a visa since they were immediate family of a national (me, who doesn't need a visa, even though I travel w/ a US passport).
I think I heard about that. They had to somehow make their way to Argentina (on their own dime) to catch a connection from there. Did American offer to help you out in any way? I get a sense that they just don't care about their customers.
Yep, we want to get him registered and our marriage registered. We have all the documents we need except one - an original copy of MY birth certificate. So we're going to try and do that once I get a copy.
