United Airlines Complaint - Damaged Luggage
CHATTANOOGA, TENNESSEE -- On Thursday, 28 June 2007, I arrived in Atlanta by way of United Airlines flight UA660 having flown from China to O’Hare on flight UA896. When I claimed my baggage in Atlanta I found that it was damaged. This was approximately 9:45 pm to 10:00 pm. I immediately went to the United Airlines baggage office in the Atlanta-Hartsfield International Airport to file a damaged bag claim. A Mr. Hinton was manning the office at that time. Mr. Hinton advised me that I would have to leave the bag with him. Having just arrived from China and living in Chattanooga, this was impossible. I told Mr. Hinton that I needed to return to Chattanooga that evening and it would be impossible for me to clean out my bag at that time. Mr. Hinton gave me some paperwork and told me to present it at the Chattanooga Airport within 45 days.
The next morning I drove to the Chattanooga Airport to turn the bag in to complete the claim. At the airport, I found that there is no United Airlines presence and nowhere to complete the claim on my bag. This was inconvenient at best because this took my time and automobile travel. I returned home and called your baggage service telephone line. After being on hold for 52 minutes, I finally was connected with a representative who is located in India. This representative advised me that Mr. Hinton had not entered my claim in your computer system. The agent in India allegedly entered the claim in the computer for me. Then, he informed me that I must return my bag to the Atlanta Airport. I informed him that the airport is 2-1/2 hours from me and this would be a major inconvenience. I also inquired if United Airlines was going to pay me mileage to travel to and from the Atlanta Airport. This agent then called the Atlanta Baggage Service to find out what could be done to help me. He was informed that United has an inflexible policy that demanded that I must take the bag to the Atlanta Airport.
I find this unbelievable and unacceptable. That is putting me out in terms of time and money to travel a 5 hour round trip plus parking to make my claim. Now, I turn to you to find out what United Airlines can do to help me. I have FedEx here in Chattanooga. If United will provide me with a number that will allow me to ship the bag prepaid and packaged, that seems like a reasonable solution.
I sent a letter explaining this problem to the President and CEO of United which letter was received on July 5, 2007. This is July 14 and so far there has been no response from United.
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