United Airline - Mis Connected Baggage, Luggage
Baggage Claim - Complaint
RICHMOND, VIRGINIA -- On Friday May 4Th, I caught a red eye from California to Richmond Virginia to attend a very important wedding on May 5Th which started at 4:00pm. I had a lay over in Chicago. When I arrived in Richmond @ approximately 9:30am, my luggage was not there. I went over to the Baggage Claim office, spoke to a representative who advised me that all she could do is file a complaint and my luggage would be delivered to me once it was located. I insisted that she get in touch with someone as I was do to attend the wedding in a few hours. She called an internal 800 number and spoke to someone who could not verify at the time that my luggage was found. She gave the baggage claim ticket number to the representative on the other end who told her that once they had not located my luggage and there was a mis-connect between flights. She then handed me a piece of paper and told me that I would have to call the 800 listed in a few hours as there was nothing else she could do and she started assisting the next passenger whose luggage was also lost. I could not accept that as I had flown into town strictly for the wedding. She brushed me off and insisted there was absolutely nothing she could do not even refund me or was willing to attempt to refund my baggage fee of $25.
I sat in the airport in tears not knowing what my next step would be but I knew I could not miss the wedding. I sat in the airport dialing the 800 number back to back just to hear the same recording, that my luggage had not been located!! This caused me a lot of stress and anxiety. I asked the representative in baggage claim if I could have the number she called to contact the person she spoke with and she told me no, it's an internal number and went on to say the next flight into Richmond was not until 3:57 and then after 11:00pm and "hopefully" my luggage is on one of those flights but there is no guarantee!!! She didn't seen to understand the urgency of the matter and how limited I was on time.
I finally left the airport after almost begging for some assistance. There had to be someone who could tell me that at least my luggage was located... I called the number over and over again and still no one could tell me where my luggage was. I finally got through to a representative she assured me that they had located my luggage but still could not guarantee that my luggage was on it's way to Richmond. She stated there is nothing they can tell me until the plane lands and the luggage is scanned off the plane.
My issue was if it was located, some one had to handle my luggage and hand it off to the ramp guy/girl. In my case I felt it should have been treated with more care and urgency and there should be some system in place to flag lost or mis-connected luggage.
I decided I could not risk missing the wedding and decided I would have to re-shop. I was tired and irritated out shopping again for something to wear to the wedding. I was very upset and did not find anything to re-place what was already in my suitcase!! I called the 800 number one last time and asked for a Supervisor. I was told the Supervisor was on another call and would call me back!! I decided that I would not make it to the wedding and cried for at least an hour because that was my reason for flying into town. I received a call back from a representative at United and was told that my luggage was on the flight due to land at 3:57pm which gave me a 3 minute window before the wedding started. I was really upset. Once I got to the airport, the President was in town and all movement had ceased.
Needless to say I missed the wedding and feel that there is something that should be done for my inconvenience. I would have at least thought there would be something documented in the data base to waive my baggage fee on my return trip maybe an upgrade to first class, a complimentary glass of wine!! Nothing. I missed one of the most important events that I will ever want to attend and am very disappointed in the way I was handled and my luggage was handled. I never got an apology or anything from anyone who represents United Airlines.
I am still upset about the entire situation and will take further action if necessary. It took a lot of preparation and planing for me to attend this wedding and I also used my PTO from work and because some one mis-connected and the way my luggage was handled, I missed it entirely. Emotional distress, anxiety, anger, depression... I missed the wedding!!!!!