American Airlines Cargo

While checking in our dog in at Richmond International, we were turned away 3 times with contradicting information. The woman that was working the desk was nothing more than impertinent each time. It felt as if she received enjoyment from turning us away. After 3 flights rescheduled, driving across town for more paperwork (which could have been given the first time I was there) and escalating to the supervisor, finally on try 4 I was able to get my dog checked in. The woman that works the desk is nothing more than incompetent and for a lack of better words rude and Schadenfreude. I am a Director of a facility that provides customer service to my community and I would never have such a person be the face of my department. She definitely needs some training and direction on how customer issues should be handled. I will say her supervisor was the most calm empathetic, caring person I encountered during my process. I truly appreciate his heart and kindness.