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United Airlines - Damaged Item
French Horn - Complaint
Review by cindyken33 on 2012-07-11
Rating: 
SAN ANTONIO, TEXAS -- My son was traveling from San Antonio, Texas to IAH then on to London with a youth group. Prior to the trip we went to the airport to confirm that his bag would be considered a carry-on. Again on the day of the trip the counter confirmed it is a carry-on; however once on the plane the attendant took it from him and proceeded to put it under the plane, while many youths were watching from the plane the luggage handlers load, my son's horn was dropped 7 feet to concrete. We have attempted to resolve with United, but we have had no contact, comments or correspondence after numerous letters, emails, calls and such. His response was that his heart fell to the ground when he saw it and of course his friends all commented how horrible.
Comments:
Posted by trmn8r on 2012-07-11:
Was this french horn in a protective lined case within the bag? I remember my trombone had such a case - and this fall would have scraped the outside but left the instrument undamaged.
My guess would have been that a french horn would not fit in an overhead, though I don't have the measurements here.
Seems like the airline should have replied to your inquiries, though I'm thinking they would deny responsibility. Good luck.
My guess would have been that a french horn would not fit in an overhead, though I don't have the measurements here.
Seems like the airline should have replied to your inquiries, though I'm thinking they would deny responsibility. Good luck.
Posted by Ben There on 2012-07-11:
Did the plane happen to be a regional jet? The bag sizes don't always apply to those smaller sizes, so items that fit on regular UA planes have to be gate checked.
Good luck with their customer service. I have heard horror stories about them this year because of the merger.
Good luck with their customer service. I have heard horror stories about them this year because of the merger.
Posted by clutzycook on 2012-07-11:
Recalling my band days and the size/shape of those french horn cases, there would be almost no chance it would have fit in an overhead compartment.
Posted by Nohandle on 2012-07-11:
Ben, I fly from a regional airport and we refer to the planes here as toothpaste tubes or crop dusters. The carry-on is not what I call gate checked. Nope someone is standing there as you prepare to actually board the aircraft. Often they will state "Here" and place a claim ticket on it and give you half of the ticket. It's then immediately loaded into the belly of the aircraft while you watch. Nothing is dropped. The passenger is standing there.
Usually no more than an hour later when you reach the connecting airport, a reverse takes place. As you deplane and stand right there your carry-on is unloaded, your half of the ticket is presented and you're on your way into the terminal. It's much different than *checked* baggage. Everyone needs to fly at least once from a regional airport. It's an entirely new learning experience.
I've personally witnessed at some larger airports how the baggage is tossed, thrown and stomped upon. It's a small wonder anything arrives undamaged.
Usually no more than an hour later when you reach the connecting airport, a reverse takes place. As you deplane and stand right there your carry-on is unloaded, your half of the ticket is presented and you're on your way into the terminal. It's much different than *checked* baggage. Everyone needs to fly at least once from a regional airport. It's an entirely new learning experience.
I've personally witnessed at some larger airports how the baggage is tossed, thrown and stomped upon. It's a small wonder anything arrives undamaged.
Posted by Ben There on 2012-07-12:
Nohandle - I have noticed regional airports are much better at handling carryons for smaller planes than larger airports. The gates are lower to the ground and are designed with "valet/red tag/gate check" carry ons in mind.
The OP was flying from San Antonio... while not a huge airport like DFW or Atlanta, it is definitely not a regional airport designed for small planes.
The OP was flying from San Antonio... while not a huge airport like DFW or Atlanta, it is definitely not a regional airport designed for small planes.
Posted by CowboyFan on 2012-07-12:
The way to see if it is a carryon is to read the regulations, measure the item, and it either is or is not.
Going to the airport indicates that even the OP had a question about whether it was too big to be a carryon. The danger of relying on an employee is that if it exceeds the dimensions, that employee may allow it, but another may enforce the actual size restriction.
The options would then be to either buy a suitable case for transport, or buy another seat in which the instrument could be strapped.
Going to the airport indicates that even the OP had a question about whether it was too big to be a carryon. The danger of relying on an employee is that if it exceeds the dimensions, that employee may allow it, but another may enforce the actual size restriction.
The options would then be to either buy a suitable case for transport, or buy another seat in which the instrument could be strapped.
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