Why can't I add a lap infant to my Etihad award ticket?

28.10.2024 - 13:49 / thepointsguy.com

Loyal TPG reader Jonathan Phillippe is a serviceman stationed in Oman with his wife and two young children. He recently redeemed 210,000 American Airlines AAdvantage miles for three business-class seats on Etihad Airways. The family planned to fly from Muscat International Airport (MCT) to Houston's George Bush Intercontinental Airport (IAH) for a short visit to the States. His 6-month-old son would travel as a lap infant with one of the adults.

At least, that was Phillippe's plan.

But when he called American Airlines to add the baby to his reservation as a lap child, the agent told him it wasn't possible. Phillippe says the airline employee suggested that he buy his baby a separate business-class ticket using miles or cash. That was a suggestion that Phillippe immediately rejected as outrageous.

Then, according to Phillippe, the American Airlines agent suggested Etihad Airways might allow him to add the baby at the airport. Phillippe decided to try that path.

On the day of the family's flight, they showed up at the Etihad check-in counter with the baby in tow but without a ticket.

When Phillippe asked an Etihad agent to add the baby to the family's reservation, she shook her head and echoed what American Airlines had said — the baby could not be added to the reservation. That moment set off one of the most unpleasant travel experiences of Phillippe's life. The 30-plus-hour nightmare about to kick off included unexpected expenses, missed flights, downgrades, extended delays, heated conversations and, of course, cranky kids.

Since that day, four months ago, Phillippe has been hunting for help and compensation for what his family endured. He's sure American Airlines made a mistake and should have been able to add his son as a lap baby to his award ticket, as he asked.

Phillippe contacted TPG for assistance, hoping we could "expose American Airlines for its ludicrous behavior of not allowing lap babies on international award tickets."

But hold on, is that really an American Airlines policy? That's where TPG took up the case.

Last May, Phillippe took a look at his American Airlines AAdvantage account. He was elated to see that he finally had what he believed to be enough miles for his family to fly in business class back to the United States for a visit.

Searching on the American Airlines website, Phillippe checked award availability and found three business-class award seats open just three days later. He quickly booked them for just 70,000 American Airlines miles plus $300 in taxes and fees per ticket.

The available route home would take the family from Muscat to London's Heathrow Airport (LHR) via Abu Dhabi's Zayed International Airport (AUH) on Etihad Airways. They would transfer to a British Airways