United Airlines Complaint - Misinformation by Baggage Customer Service Line
United Airlines repeatedly told me misinformation regarding my lost luggage. On December 22nd my daughter and I flew out of Frankfurt Germany on Lufthansa Airlines to Denver, then got on my connecting flight to Los Angeles using United Airlines. Unfortunately my two checked bags didn't make it. I made a delayed baggage report, then went home that night.
I called United's lost baggage assistance at 1-800-221-6903 first thing in the morning. The woman on the phone told me that they had located my luggage in Los Angeles and it just needed to go through customs and it would probably be delivered to me that same day. However, that day went by without a call from them. I called the next day, December 24th. This time I talked to a man. He also told me my luggage was at Los Angeles. I explained to him that all of my family's Christmas presents were in my luggage and the Christmas Eve party was that night. He said he'd put a "priority" on my luggage and that I'd be called within 2 hours to arrange a delivery. No one ever called me.
I called again after the party to complain that my luggage never arrived. This time I talked to a woman who told me my luggage was not in Los Angeles at all, but still in Germany. The first two customer service agents had simply told me falsehoods. She said it would be flown to me right away. I waited a couple of days. Again, no call.
On December 27th at 5pm, five days after my luggage was lost, I called their customer service line again. I spoke to a woman who said my luggage was in Denver and would be flying to Los Angeles on Lufthansa flight 456 and reach LAX at 1PM on December 27th. However, after the conversation I looked up Lufthansa flight 456 and saw that such a flight does not even exist between Denver and LAX. It's a flight between Frankfurt and LAX. It was also the flight that was listed on my delayed baggage report as my original baggage routing. It was the number of the flight that I missed in Frankfurt due to delays. There is no LH 456 flight from Denver to LAX.
Once I discovered that misinformation, I called the customer service line again the same evening and spoke with a man. I told him of the wrong information that had been told to me. He said he would help me. When I told him what the last person had told me, he again said that it was in Denver going on Flight LH 456. Just repeating what I had been told. When I told him that flight didn't exist, he changed his story and said my luggage is in Frankfurt. When I asked him why he originally said it was in Denver then later said Frankfurt, he didn't really have an explanation. I kept asking him "You don't really know where my luggage is. Just tell me the truth. Where is my luggage?" I kept asking him this. It was like pulling teeth to try to get him to tell the truth. Finally he admitted they don't know where my luggage is.
Every person I talked to on their customer service line had told me wrong information. Every single one of them. They all had very strong accents, sounding like they were from India. The calling centers may not even be located here in the US, which is probably why they didn't seem to care.
Will I ever see my luggage again? Even if I do get my luggage back, it is still horrible customer service.
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