I put my 75 year-old mom on a first class flight with American Airlines from DFW to LAX on Jan 5, 2011, then connecting with Cathay Pacific from LAX-HKG-KUL. AA DFW-LAX flight was delayed by more than 2 hours due to mechanical problem at DFW airport, resulting in my mom missing her Cathay flight at LAX.
We were told by AA agent at LAX that the baggage were tagged to transfer to Cathay Pacific, so she couldn't retrieve her bags at baggage claim at LAX. The next day, my mom checked into her Cathay flight at LAX and was told her 2 bags couldn't be found because AA never transferred them over. She was told to check with Cathay Pacific at final destination in KUL Malaysia if the bags were there.
Obviously she arrived and the bags were not at KUL. We filed a lost baggage claim with Cathay Pacific in KUL. I called the Cathay Pacific baggage services at LAX to follow up and was told based on their log, AA never transferred the bags over to Cathay at LAX on Jan 5 and they had telexed the message over to AA and had not go any response. We contacted AA directly and were told the 2 baggage tags were closed out from AA system since the flight had arrived in LAX.
They do not have baggage tracking system, so they can't tell me where the bags are or whether they were even on the flight from DFW to LAX. I called AA Baggage Services at 1800-535-5225 and AA Central Baggage Service at 1800-866-4010 (after the baggages have been missing for 5 days). I got the same response - the 2 baggage tags were not in AA system at all and they were not responsible to trace them because Cathay Pacific was the carrier to the final destination, so Cathay was responsible.
I told them the bags were lost under AA control and were AA even bother trying to trace the baggage? No, not their jobs. They only deal with claims filed with AA. So basically NO ONE is looking for the lost baggage for my 75 year old mom.
I have called and tried to get information for 6 days now and is getting increasing frustrated and helpless. I know AA's customer service sucks but I didn't know they just don't take responsibility at all for lost baggage. If they don't show up, too bad for you. No one cares to look for them.
We paid a lot of money for my elderly mom to feel comfortable about the long haul international flight but it ended up being the most stressful flight in her life. She has had sleepless nights for a few days now worrying about the baggage. She is a 75 year old lady and has lost everything she has got in those bags. I am extremely disheartened with what is going on. My suspicion is the bags have been stolen but AA is taking no action to investigate on how 2 bags can disappear into thin air.
TAMPA, FLORIDA -- On July 18,2010, flight #1786,I was travelling to out of country with my wife and 2 kids (2 years and 4 years) and I was checking in from Tampa going to New York JFK to tranfer my international flight. At checking desk, they couldn't find seat for my daughter's reservation therefore they checked us till JFK instead of international destination which were about to miss the flight. We were the last ones got into plane before the doors closed and we noticed they gave us 2 seat at front and 2 seats in the back of the plane since they couldn't get us seat together due to waiting almost 45 minutes at check in counter. We had 4 carry on luggages since we were travelling with 2 kids international and once we got in the plane there were no space to put those luggages. my wife and my 2 year old son sat at front seats and place the luggages under the seat in front of them and I moved back and placed 2 luggages under the seats as well. after we all sat our seats (which I was sitting by window with my 4 years old daugter) one of the male flight attentant asked my wife to move her 2 luggages to front of the plane. She was also sitting by window and was trying to drag those 2 carry on luggages underneat her seat and leaving 2 years old kid on a seat by herself. I called the flight attentant and ask if he can help her since I had my seat belt on and holding my daughter, I asked them if they can move those luggages to front for her. He responded back to me "no sir, she will her own luggages" I told him if airline will be responsible for if something happens to my daugther if she falls down and is it not flight assistants job to help passenger especially if they are a woman with an infant." he repeated the same thing back to me..my wife continue to drag those 2 luggages which we were going to need during our trip anyway due to diapers, milks, etc. Then, he told me if I continue to talk, he will get me off the plane. I said, all we want is a service from you to help a woman and you cannot ask me to be quiet. I told him this is not acceptable for a airline crew to threat a customer like that and I asked to talk to captain since he start yelling at me in front of my 4 years old kid. My 2 year old was also crying at the front since his mother was stacked at from trying to find a space for her luggages. When captain came back, of course flight attentant was making up a totally different story and he was telling captain that I was rude to him and he wasn't feeling safe to be in the same flight with me. I couldn't believe that he was using "flight safety regulations" as a tool against to a simple help request from a customer. nothing else. Then they called the airport security to ask me to get off the plane..I was shocked but no one in the plane act like they care either, everyone was too quiet and was watching the show placed by flight attendant. he exactly knew how to get around his wrong attitude and make it seem like I was a problem passenger creating problems. Then captain asked me to apologize from him otherwise they were going to take me off the plane. I kept quiet and apologized from this person who did everything but providing service to a female customer. And I was wrong because I said that it is not right and I got penalized by American airlines which I have paid $7,000 to buy 4 tickets to overseas.
I will never use this airlines again. Poor service, poor management..And flight staff does know how to use those new security laws against customers when they needed. Watch out, you may get kicked off the plane, if you ask for customer service..it is unacceptable..
I booked a last minute package with Travelocity for me and my wife to see my sick grandmother (lax->bos). a few days after I received a call from my mother, who told me my grandmother would not still be alive on the weekend. I attempted to change my outgoing flight. Travelocity told me only American Airlines could do it, and American told me only Travelocity could. Travelocity promised to try to change it and to call me back, and failed to do so.
I booked an additional one-way flight so that I could see my grandmother, but, alas, I was too late. The funeral was several days later, and I planned to take my original return flight. However, when my wife flew in several days later for the funeral, she found out that I would be unable to use my return ticket (bos->lax) because I did not use the lax->bos flight. despite the fact that the airline essentially pocketed the money for the seat, and undoubtedly sold it to someone else.
I spent 2 hours on the phone with Travelocity and American airlines. Travelocity customer service was nice but uninformative. I can not say the same thing for American airlines. each claimed only the other had the power to allow me to keep my original flight. the last manager I spoke to at American was rude and condescending. he simply said it was my fault for "deciding to be my own travel agent", and when I begged him to just get on the phone with me and Travelocity together to hash out just who has the ability to change my ticket, he said it was not his job. he said no one at American airlines had the ability to let me keep my original flight.
the next day I went to the American airlines ticket counter. I explained the situation to them, and they let me keep my original itinerary by paying a $150 change fee (contradicting the rude manager). so, in the end I paid for a roundtrip ticket and a $150 change fee to fly a single one-way flight from Boston to LA. oh and hours of my time, and the stress of having to deal with terrible people while grieving for my grandmother.
American airlines should be ashamed as a company to employ people of the sort I had to deal with. they should be ashamed of their byzantine computer systems that allow all their employees to pass the buck and to lie to the customer. they should be ashamed that of their less than fair fare rules that do not allow you to take one leg of a roundtrip flight even when there is a death in your family. and the biggest shame of all is that our taxes have repeatedly bailed out this and other airlines - failures as standalone businesses, instead of letting these failed businesses fail, and paving the way for better-managed companies like southwest.
all I can do is stop flying American. I hope others follow suit.
DFW, TEXAS -- I flew CX BKK-HKG-SFO, then transferred to AA SFO-LAX-IAD (AA1923/144) on 11/04/2009. I received my bags at SFO for customs examinations before re-checking to the AA segments.
My SFO-LAX flight was late, making me miss my LAX-IAD segment. I was not rebooked on the next flight, but rather on a flight more than 24 hours later. I opted to stay in LA as I would be missing my event in Washington, and I have family in LA who I could visit in the meantime.
AA sent my bags on to IAD, however, and closed my reservation. One bag with personal effects was returned 48 hours later, but AA denied that it possessed the second bag - a bike box - until that time. I had to physically show them the baggage check ticket for them to awknowledge their possession of the box. In the meantime, I was offered no compensation for the suitcase that was delayed, even though it had all of my personal effects, because I live abroad, and my address with AA was registered as being in LA where I had scheduled to have my bags delivered.
When the bike box did arrive, it arrived in shambles. I am not understating this. I took pictures because it was so shocking. The box had been ripped apart, and items inside had been taped to the remainder of the box to keep them from spilling out. There was so little of the box left that it was amazing the baggage clerks could offer me the box with a straight face. It goes without saying that my $3500 bike was damaged - about $150. As a side note, I've travelled many times both trans-oceanic and trans-continental with my bike, and never had so much as a scratch on my bike as a result of baggage handling.
Keep in mind that I was the customer who was not yelling at the baggage claim people throughout the four days my box was lost. I was cooperative and respectful, and I spent hours both on the phone and at the baggage claim office at LAX resolving the issue. Even with this, I was never even offered an apology.
The baggage office suggested I contact Customer Service, which I did, and the agent offered as compensation 2,500 A'Advantage Miles, but denied responsibility per the contract of carriage, which states the AA does not assume responsibility for sporting goods unless packed in a hard case shell. Bikes are sent in bike boxes, hence relieving AA of any responsibility.
Even with this, I was told by the central baggage office when I was still waiting for the box's delivery that AA would absorb the cost of damages. Naturally the agent did not document such a promise in the baggage claim file.
After getting nowhere with AA Customer Service, I filed a Better Business Bureau report, which also got me nowhere. The same people at Customer Service reiterated their lack of interest in resolving the issue.
So be it. If this how AA handles it customers - albeit in a spectacular situation - others have a right to know about it. I used to fly AA all the time years ago, but one bad experience after another led me to slowly cash in my miles and call it quits with them. This last experience underlines my decision to never pay for an AA ticket again, and the sad thing is they could have redeemed themselves if they had just shown a bit of remorse for royally messing up.
A bit of fun regarding AA's response. Per AA's Barbara Russell, "Although we let you down, we are glad you took the time to let us know." Oh, thank you. I took the time to let you know so that you could be 'glad'.
Read on, "Mr. Roberts, I hope that your disappointment over that experience won't keep you from giving us another chance. I assure you that we intend to make a better impression the next time you fly with us." Oh, OK. I'm sure I intend to book another ticket on AA just to see if they can provide good service. After hundreds of thousands of miles of experience with them, I know the answer all to well.
4255 AMON CARTER BLVD MD 2400, TEXAS -- I purchased tickets to fly from Wisconsin to Texas (Nov.2-Nov.9)back in July of this year. Three days before my flight a family member offered to pick me up in Dallas (my layover destination) instead of in Austin so that we could have time to drive north to Oklahoma City and spend 2 days visiting with my 86 year old grandmother. This was especially exciting since I was traveling (alone) with my 4 year old son. I knew she would be excited about getting to see one of her great-grandchildren.
When I arrived at the airport I politely let the ticket clerk know that we were not continuing all the way to our original destination, but that there was no change to the return flights. She stated that I would have to pay a change fee of $100 to $150 per ticket since we were not continuing on to our original destination and although I was shocked and argued that I did not understand why this was an issue for them I conceded so that we could still get on our original flight.
Then, when the check-in clerk was entering the information into her computer she then told me that, actually, it was going to $576 per ticket instead of the originally quoted $100-150 per ticket. When I asked her to explain why the increase in price she said that I was now having to purchase a completely new itinerary showing that we were getting off in Dallas and that tickets purchased 'same-day' as travel are a lot more expensive. I was furious, but still acted in a polite manner hoping to find some sort of compromise in this matter.
After 10 minutes of polite arguing my young son and I had less than 30 minutes to get on our flight and when I asked to speak to someone else in customer service I was told that no one was currently available and that I had no choice, but to pay the additional $1152.80 in order to board our flight that day.
I agreed and said that I would be dealing with the airline's customer service as soon as we landed to clear up this issue. I truly belied that I would be able to discuss this with someone. However, it seems as though I should have stayed, missed my flight and missed the chance to see my grandmother so that I could stand in person and somehow throw a fit in person. I do not do things like that very well, as I feel like it's important to try the rational way first.
After multiple phone calls to a variety of customer service reps and their supervisor the only explanation I have received is that I changed the itinerary so I had to purchase new tickets. My problem is that I know of other examples in which people have done the same thing and have only been charged the $150 per ticket. I feel like I was taken advantage of and asked to pay an obscene amount of money (including the original $600 I paid for the tickets in July).
I have been very polite and courteous and have tried everything within my means to explain that this is terrible customer service on their part. I have also written letters to Gerard Arpey and the customer service department showing copies of all of my information.
In addition to all of this on our 2 hour flight from WI to TX we were originally signed seats 14B and 14C. They were even printed on our new itinerary, however, on our paper boarding passes it said seats 18B and 18C, which ended up being the last row of seats right next to the on board bathroom. I do believe there is a possibility that for some reason they shuffled the seats around, but part of me feels like this was an intentional move done by the check-in ticket clerk. It does not make sense that the seats printed on the new itinerary would be different from the boarding passesprinted at the same time.
I am still looking for a resolution to this problem and am looking for help in my effort to move to plan B. I now regret not staying at the check-in counter and working this out before we flew. It is just so difficult to travel alone with children that I didn't think it would work to stay and miss our flight.
If you or anyone has any additional suggestions I would be grateful to hear them. Thank you for your time!
We recently traveled to Europe on American Airlines and words can not fully express the fiasco we endured and their blatant apathy and despicable customer care before, during and after our flight. Following is an excerpt from one of three letters I composed which were answered with lame excuses followed by a telephone call by a customer service representative who tried at every turn to blame us for our trouble and hung up on me when I told her she should be ashamed of herself and the company she represents.
"In January of 2009 I booked a roundtrip flight with American Airlines for myself and my husband from Miami, Florida to Madrid, Spain nine months in advance. When I received our email confirmation I realized the return date was incorrect, whether due to human or computer error I have no idea, but I called your Reservations Department immediately and was informed I would be charged $250.00 per person for correcting the error. I begged and pleaded to several of your employees and, in the end, was charged one $250.00 change fee instead of two, but was hardly satisfied given the amount I was paying for my tickets to begin with, the amount of time I was booking in advance and the fact that I noticed and notified you of the error immediately upon receiving your email confirmation. Hence, I sent an email to your Customer Relations Department and received a form letter in return that basically said, “Sorry for your luck.”
Fast forward to September 12, 2009. My husband and I print and carry our eTickets to Miami International Airport, arriving at 2:00 PM, three hours in advance of our 5:05 PM flight as per your instructions, stand in line with our luggage to check in with Iberia per our itinerary and, when we reach the counter, are told we are not in their computer or on their flight. After much panic and discussion, we run through the airport dragging our luggage to the American Airlines counter where we are informed that our flight was changed and we should have been notified. (By the way, I have checked all email addresses, in boxes, spam, trash, archives, we received NO emails what so ever from American Airlines in regard to a change of flights.) Thank God the new flight was an hour later than the old, or we would have been up the creek. I then asked your counter clerk if we could still have the seats with the most leg room that I had so carefully chosen nine months prior (as my husband has knee and circulation issues) and, again, was told “Sorry for your luck.”
On to the boarding gate where, uh oh, there is no airplane, but wait, the flight is listed as “on time” on all the departure display boards! What is going on? Finally, an announcement, the plane is being serviced, that's all, no more information, could be five minutes, five hours, five days . . . no more updates until the plane arrives an hour later yet remains listed as “on time”.
Well, we board your disheveled airplane, no, seriously, it was filthy, and sit for two more hours on the runway with one, and only one, short announcement claiming weather issues as other airplanes arrive and depart around us, a maintenance man walks up and down the isles using tools on seats and floor boards and, after about an hour, the flight crew pass out small paper cups of water. ARE YOU KIDDING ME!?!
We finally taxied out at about 8:30 PM, six and a half hours after being dropped off at the airport, three and a half hours after our original flight was scheduled to depart, and my husband stood in the back of the plane during the entire eight and a half hour flight because he was unable to sit in the seat we were given. Upon arriving in Madrid, Spain, we had to find our own transportation to a strange location in a non-English speaking country as we had missed our pre-arranged, pre-paid transfers.
In the VERY LEAST, you owe us a $250.00 per person change fee, oh yes, what's good for the goose . . . AND a refund for the two $50.00 transfers we lost PLUS cab fare and that doesn't even include time, trouble or a refund for the insultingly ridiculous $250.00 change fee you charged us or the seat my husband booked nine months in advance and NEVER USED!!!"
We all know customer service certainly isn't what it used to be, but I believe American Airlines has taken it to whole new level of low which borders on downright abusive and I intend to post my experience anywhere and everywhere I possibly can to warn others and hopefully, in the end, thwart their cocksure attitude.
DALLAS, TEXAS -- 12 March 2009, I traveled from Washington, DC (Regan) to Dallas/Fort Worth, TX on American Airlines w/ one checked baggage. Upon my arrival to Dallas Baggage Claim, my checked luggage did not arrive. I was told that it would arrive the next morning and received a Claim No. to refer to. I was also told that it would come on the next flight but to my discuss that pan out not to be true. Needless to say, I spent my entire vacation in pain and agony because each day I received bad news that my luggage had not arrived. I along with a good friend went back and forth to the airport to do a personal search, talk with the employees, etc, etc but still ended-up empty handed. I spoke several times with the airport baggage personnel over phone and they assured me it would probably turn-up or it could have been mis-routed but they would do all they could to locate it.
I asked several employees do they think it was a possibility that my luggage was stolen and they assured me that was very far-fetched because people just want they luggage. Well, upon my return to DC, I went back to DC Baggage Claim to inquire and to look around but still came up empty-handed. I must had spoken with 20-30 people at AA and some were very smog and must have received several different excuses and probabilities. I started to do a little research on my own simply because I had a lot of valuable in my luggage and this situation has caused me many sleepless nights and tears. Let me say this before I go any further, AA have no Check and Balancing system so they say.
They do not scan your luggage once they receive it from TSA. They rely totally upon individuals to look at your tag and then place it on the corresponding carousel. Also, after doing intensified research, I found that the Airlines has had a great deal of thieves going on not only with the Airlines but also with TSA. Now, I was told that the percentage of thieves was little to none-They "lied" and they continue to lie. I went back and forth to Regan National just to take a look at their baggage claim area. This is what I noted. Baggage that comes off the carousel waiting on it "rightful" owner is stacked near the claim area and anyone and anybody can just walked and take whatever they like.
There is no-one standing by to check claim tickets but you have several agents sitting at a desk in the claim area for the most part doing nothing when in all actuality they could be standing and making sure people are being honest about luggage. Also, I found out that a thief was caught at the Dallas/Fort Worth Airport who had been stealing luggage for 1-2 years from the baggage claim area with no questions asked. He just happen to get caught. This rogue was taking 2-3 bags at a time. The amount of baggage that is lost or stolen is just absurd. I'm finding there are a lot people like myself that has been victimized and it's just so painful and unbearable and the airlines don't care and they just "lie". It's just unfair. The airlines charge a lot of outrageous prices, they search you, they charge you extra for bags but they can't protect your luggage. It just doesn't make any sense. I think some of this nonsense can be eliminated firstly by: If TSA suspects your bag, you should be able to watch them go through it and then seal it back up and if at all possible be able to give your baggage to the handlers or better yet put cameras in the area.
Also, the airport need to re-install the system where at least two individuals are placed in claims area to check your baggage claim ticket before you are allow to take it out-no questions asked. This would create a few more jobs for individuals. Secondly, I feel that these airlines need to be held more accountable for this lost luggage nonsense and if they can't do a better job of this-then some law suits need go into action=RIGHT AWAY. I would be the first to raise my hand to assist.
There are a bunch of thieves working for the airlines. It's a racket
Damage Resulting = This has caused me many, many sleepless night, crying spells, grief, stress and pain. I lost over 18,000 worth of items and it's just gone-just like that and they don't care.
Dear Customer Support, American Airlines,
Last weekend was the Weekend of Hell, sponsored by American Airlines.
First of all, Friday 4.03.09, CID to EWR, I was held up 11 hours in ORD. I was told there were problems with cancellations due to weather, BUT ONLY 25% OF THE FLIGHTS WERE CANCELLED. Fine, but how come, my flight/destination got canceled about 6 times during the day? If 75% of the flights were going out, why was our passenger group delayed repeatedly? The odds of us getting on 75% of the time, but canceled 6 different times, are MINUSCULE? Who does booking algorithm?
Secondly, my main complaint:
Delays with American Airlines on xxxxxon return flight April 5th.
I had set alerts for timeliness for the return portion; Called me to announce flight was One hour late, realized I could fly EWR to ORD, but would miss my connection to CID, and then would have to be put up in Chicago. So I called and requested I be put on tomorrow's flight, and that AA issue vouchers for hotel, taxis, food and internet. They agreed and put in record locater, and told me to go to airport and pick up vouchers. I told them I would do later in the evening, and stay in NYC a couple of hours later, and was fine.
The agent failed to mention that the Ticket Desk at EWR was closed on Sunday night, so I arrived too late to get there. No one was at the Ticket Counter, it was closed!!!!
complaint one: couldn't THEY ADVISE THE CUSTOMER OF THE Sunday NIGHT HOURS OF AA SO I COULD HAVE COME? THEY KNEW I WAS PLANNING TO STAY IN NYC A COUPLE OF MORE HOURS, WHY WASTE MY TIME? This is total negligence, and wasted 2 hours in EWR airport and with AA Customer Service trying to get my hotel vouchers.
HOW UNLIKELY IS IT THAT A MAJOR AIRLINE IN A HUGE INTL AIRPORT IS CLOSED SUNDAY NIGHT???
When I finally found AA baggage claim, the supervisor (Raymond) challenged my request for a room and I told him just to look at my record locater xxxxxx.
2nd Complaint on return flight : Raymond wasted my time confirming the previously-setup voucher . Why waste both of our times trying to re-negotiate what your phone agent had set up already? This is insulting.
3rd complaint: Never kept me, the customer, informed of their progress to get taxi, meals, and hotel booking. Raymond was the Supervisor, his people skills need improvement. They had 3 employees there, one of them was doing nothing. They weren't working too hard on my case.
4th complaint, the major one:
Your flight had mechanical difficulties, not an act of Nature, and you put me up, eventually, in a hotel.. The re-booking was the following day to ORD/CID at 2:55. When I got to the Airport, I was not on the flight, and the American Eagle attendant told me I had a confirmed flight at 9:40 PM!!!!! Here I had spent 11 hours waiting for my Fri flight in ORD's wonderful K concourse, now I was asked to wait another 7 hours in ORD waiting to get to CID!!!! Shouldn't I be on a higher priority than that?
American Airlines had issued a Priority Verification Card for Flt 3903 on 6 April 09 from ORD to CID, Boarding Time of 2:25. I was told a seat would be issued when I got to the airport. (I flew EWR to ORD on 6 April on aa1025, departed 1225P.) I have that coupon.
You might think that a person who had been bumped from a flight due to mechanical problems of the carrier would get priority over standby customers (rather than being hassled by the gate attendant, see below.)
The agent- who shouldn't be an agent, she couldn't communicate, she spoke English very poorly, dint know the meaning of the word “typical” -- told me the reason that I want on the flight was that I made the booking on April 5th. I explained to her that the booking was actually made on the 21st of March, and she saw a yesterday date for booking b/c of the flight cancellation due to mechanical problems of AA. She insisted I made the booking only yesterday, I repeatedly told her no..... she wouldn't listen. I should have been taken WAY BEFORE the standbys. She claimed she could do nothing for me in the airport, the decision was being made outside of the airport.
Meanwhile, I am checking on my status trying to get someone to help me and was told by an alert AA phone agent to find a Gate Supervisor who monitors many gates. Even though no gate clerk could find a seat, the Gate Supervisor found one on the 4:45 flight, saving me 5 hours, but still wrecking my appointments. I still got in 24 hours late after driving 2 hours. It could have been even 5 hours later, with the help of your incompetent gate clerk.
I am extremely disappointed with your customer service and ill-trained and poorly-selected agents. How can I recover the lost time?
The last thing I want is a perfunctory form letter, that would only upset me more. Pls investigate these agents. I want a free flight and whatever else you can give.
CHAMPAIGN, ILLINOIS -- I'm VERY DISAPPOINTED in your whole way of how American Airline deals with customers.
EVERY INCIDENTS LIKES THIS WILL MAKE YOU LOSE MORE CUSTOMERS. THIS IS LETTER that my sister wrote to the public and I'm forwarding it to you, AA airline.
On December 28th, I traveled from Dallas Forth Wort to Indianapolis.
It was nice winter break I had until I found out that my baggage has
been delayed. When I went to pick up my baggage at Indianapolis, I found
out my bag was delayed so I immediately went to the baggage claim service.
The guy nicely asked for the description of my bag and gave me the file locator number. I found out that they didn't give me the tag sticker when I
checked my bag. The guy said that it wasn't going to take more than 2days and they usually ship my bag in 24hrs. After 2days I became impatient and call the 1800 535 5225. They said that since it is a holiday season, there are many bags that are lost and are waiting to be delivered so I said OK fine I will wait. After 5days, they said that since the bag has been delayed more than 5 days the file goes to the Central Baggage Service Department at American Airlines. So it was now the different number. 1800 866 4010.
They said that they were sending me Property Questionnaire to list baggage contents and other pertinent information. They said the mail was sent to my address that day so I had to wait until the letter was arrived. After 2weeks,
when the letter still didn't arrive, I found out that I could print the
questionnaire form online by myself so I had to print it out by
myself and fax them.which means that now its been almost 3weeks since I havnt receive my bag. I have lost my patience. I called several time
this week again but all they are saying is that they received the questionnaire
form and is still on process. When I wanted to talk to the supervisor, the
woman who works over the phone said "we don't transfer the call to the supervisor" I asked why not and she just said "we don't transfer the call to the supervisor" again, as if I was dump or something and when I asked her
"Is this how you do your job?" she just says "Yes, did is how I do my JOB! "
I just hung up the phone...
I just started my semester and I had to buy all new clothes again just for
2weeks. My under wears,skincare and winter jacket were all in there.
When I tried to call the customer service numbers, not only did I had to wait for long time,
I also got treated as if it was my fault that baggage got delayed.
I am sick of calling and now I used up all of my minutes for my phone..
I know my rights. My time, effort, everything is just a waste.
Time is money and I know is cost more than what I lost.
All I want was my bag to be arrived but now I am angry.
This report might sound crazy but suppose that you are in my shoes..
you wouldn't just sit in your chair and wait for a bag forever.
I want to know.. what is my Rights? What should I do?
I am helpless..Please
I did some research and
"According to paragraph 3 of section II of Title IV of FAA code,
if your luggage is delayed for four days, you have the right to
a full refund of the fare you paid for your flight as well as
vouchers for 4 additional filghts, plus full compensation for the lost luggage."
HOW ARE YOU GOING TO PAY HER BACK?
PHILADELPHIA, PENNSYLVANIA -- Just returned from a trip from Phila. to St. Louis to see my new grandson. The flight to STL was beyond belief. After many delays the flight was FINALLY scheduled to leave hours late. (Some of the passengers spent these hours in the bar across from the gate we were supposed to take off from.) Everyone boarded the plane. I was traveling with my daughter, 8 year old grandson and 6 mo. old granddaughter. It was the last flight to STL of the day. Everyone is on board and we wait and wait. Finally we are informed that due to head winds our flight will be longer than expected and they had to take on more fuel. As a result, they will have to take 2 people off the plane. Two volunteer. Then after more delay we are told that they are going to have to bring all gate checked luggage from under the plane into the cabin and squish it wherever there is room. This procedure takes quite awhile because every piece had to be held up and identified so that the owner would know where it was being placed. After all that, we were then told that they had to take ALL remaining luggage off the plane and that it would be sent on the next plane to STL and we would all have our luggage delivered to us by 9:00am the next day. (It is 11:00 pm when this is happening.) We were told not to take this out on our flight attendant and that we would be compensated for the inconvenience by giving us a free alcoholic drink! Remember, most of the traveling businessmen spent the waiting time in the lounge so this was a good choice of compensation. However, they would have to charge $3.00!!!! for snack boxes but there was a limited amount of them. They then moved a few people around on the plane for weight distribution. Now, I thought I had boarded a plane that would handle fuel, passengers AND luggage! Guess I was wrong! Had to wait in line with a screaming infant at 3:00am to fill out paperwork so they could deliver our luggage when it "appeared". We left PHL at 72 degrees. It is now in the 20's in STL but we could not reach into our luggage and pull out coats or a snowsuit for the baby. (Formula, diapers, etc had all run out over the long wait)
Well, you guessed it... next day - NO LUGGAGE, next day - NO LUGGAGE. Repeated LONG phone calls only produced rude remarks like "you should not have carried that in your luggage" and "your luggage is not lost (they couldn't find it) but it was termed "misdirected". 2 days later at 3:00 am our luggage was THROWN from a truck into my daughters front yard. Our suitcases were damaged beyond use. For the two days we were without luggage, we had to purchase new clothes, diapers, formula, toiletries, etc (as well as new luggage to return home). American Airlines offered us a grand total of a $100.00 voucher for the four of us!!! which has to be picked up at the airport (a 1 hour drive from us). I can't tell you how rude and obnoxious EVERYONE at American Airlines was. I urge everyone to NEVER travel American Airlines.
As I have told my family... I hope this is like child birth and I will forget over time because we have always traveled a lot and I would like to have the desire to travel again. I have new heard of what happened to us nor have I ever experienced anything so unpleasant. My excitement over a new grandchild was taken away by an experience that could have been handled differently with a totally different outcome. I vow to only fly Southwest from here on out!