United Airlines Complaint - United Airlines Luggage Claims either lie or don't know what they are doing
On Jan 8, 2010 we missed a flight connection in Chicago. We were rebooked a few hours later and arrived safely in Toronto but none of our six pieces of luggage arrived.
On Jan 10th we were told 5 of our luggage pieces were found and they were looking for the 6th
On Jan 11th we were told that they still hadn't found the sixth but would release the 5 they had. Nothing was delivered.
On Jan 12th we were told they were sorry the bags weren't delivered but the 6th bag was found and all would be delivered. Nothing arrived.
On Jan 13th we insisted on speaking with a supervisor at united. He said he wasn't at the airport but would ensure a supervisor from the airport called us back to let us know what happened and when we could expect delivery. No call and no bags.
On Jan 14th we called again and were told by a supervisor that he didn't know why were weren't called back or why we were told the 6th bag was found because it was still missing. He said he would investigate why the five bags hadn't been released and would call us back. No call and no bags by 5pm so we called again. They said our bags were already sent and we should have them. We did not have them but in the middle of the night the 5 bags that were located on Jan 10th were finally delivered. The sixth bag was still missing and two wall plaques we had bought in Indonesia were broken when they arrived
On January 15th (today) we called about the missing bag and the broken items. They told us we could go to the airport to search for the missing bag in some room they have there. We went to the airport and searched the room there. No bag. The room was almost empty and the attendant said to us: " Oh I saw your 5 bags sitting there for a week and felt bad that nobody was picking them up so I finally delivered them. This was not a case of 5 bags missing for a week. It was a case of five bags sitting in the airport because the airline didn't want to pay the cost of delivering them. Their website says they usually deliver lost bags within 24 hours which is crap. Clearly no supervisor or anyone else ever told this guy to send our bags. It wasn't even a case of overwhelming volumes of lost luggage as we suspected as the room was almost empty and the attendant was very familiar with our 5 bags. United just hopes people will get so frustrated they will come to the airport themselves to pick up the luggage so they don't have to pay delivery costs.
When we discussed the two broken items we were told that thy were not responsible for contents (these were simply two wood plaques protected and wrapped). Not really contents but the whole piece of luggage. They told us the person checking us in was supposed to tell us they weren't responsible if it got damaged and have us sign a limited release form. We wanted to carry these two pieces on the flight as they were only an inch thick and about 10 inches wide and would easily fit in the spot at the front of the plane where people hang suits. Instead of allowing us to do this or telling us that they were not responsible if they were damaged, they said they had to be checked in and assured us they would be safe.
I am hoping that given that they never had me sign this "limited release form" they were speaking of I will have a case for a claim but I suspect I am screwed given the amount of "care" they have demonstrated so far.
One last thing. Two different representative told me that because of our issues they would email me a $250 gift certificate I could use against the next flight I book. Neither person actually emailed it. Not a big deal as I will never fly with them again anyway.