AirTran Airways Informative - Airtran - Lost luggage
On July 18th I flew from LAX to Buffalo, NY with a layover in Atlanta. The bags left LA but never arrived in Buffalo. The first 3 days I was told repeatedly by Buffalo airport employees that my bag would arrive on the next flight, the next flight, etc. I finally got through to Atlanta on the 3rd day only to be told that they haven't located my bag at all and it would not be arriving on any flight.
Their policy is to "search" for the bag for 5 days and then turn the case to another agency within their company, SBS. It took 8 days for that agency to contact me and the agent only works 3 days/wk.
I finally got through to the supervisor of SBS only to be told that I have to supply receipts for all items in the bag. Who keeps receipts for all their underwear?? Also, I am supposedly entitled to $25/day for only 3 days for incidentals since Buffalo was not my home city. I had to go to Walmart to get cheapie clothes just to last the week during vacation and even at a discount store the total came to $150, twice as much as what Airtran is willing to offer.
My entire experience was horrible, this company has ZERO customer service and no organization. They all just pass the buck to the next guy, and when there is no next guy, they send you to a voicemail system. Which by the way, they do NOT monitor throughout the day because I never received a call back. I feel that calling luggage "Lost" when it is obviously stolen is fraudalent. My bag contained 2 new skateboards that were gifts for my niece and nephew, doesn't take an idiot to figure out they were stolen by baggage handlers. The company is protecting their thieving employees and then makes you jump through hoops just to get your items replaced! I felt the entire ordeal (that is still going on 14 days later) is purposefully being drawn out so travelers will break down and just give up on getting compensation.
I'm tempted to file a police report since the bag has not been returned to me while it was in their care. I paid $480 for Airtran to transport myself, 2 bags weighing under 50lbs each and 1 carry-on. I properly labeled all my luggage with contact information so there is no excuse even if the Airtran tag came off. They failed to uphold their end of the deal so I feel they should reimburse the entire cost of the ticket (in addition to replacing about $1000 worth of items in my bag). My vacation was ruined by this loss and asking for monetary compensation is the least they can do, as time can never be replaced.
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