US Airways Complaint - Damage Laptop flight number 2222 confirmation number cwwdex
On January 7, 2010 I decided to take a last minute trip to fort lauderdale, fl. usually I would make the hour and a half drive to the Philly airport from bethlehem pa and use southwest airline. so since this was a last minute trip I decided to leave from the abe which is located in allentown the last flight that I could find to get to fort lauderdale that night. this flight I had booked at around 3:15 that afternoon to leave from abe around 5-5:30pm on this particular day... what I didn't know that the planes that us airways uses out of the lehigh valley airport are called express because this is a small airport and these overhead bins cannot accommodate carry on lugage unless you decide to carry a purse or plastic bag to put in these bins. I had a small carryon suitcase in which I had my laptop in/ my laptop size is btw 17-19 inches so its not your tiny 10inch notebook. while boarding with my carryon luggage I was told that my luggage needed to be put under the plane and I will get it back plane side when I get off at clt to continue on my trip to fort lauderdale. yes I know you guys are saying well y did you not pull your laptop out... remember the size I just told you it ould not have fit in the over head bin. so anyways I had no worries because I'm assuming that been that this is an actual carryon luggage they give you a yellow ticket which only ask you to put in your name and the destination of where the airline is going. and I figure that they would handle these bags at least with care. anyways I made it to clt no worries didn't even think that there would be any problem at all. went on my merry way to get on my connecting flight to go to ft lauderdale.... I made it to fort lauderdale at around 10:30pm that night. made it to my destination around 11:30 that night. now somewhere between 12:30am and 1:30am I decided I wanted to go online and check my emails. powered my laptop on heard it loaded heard it connected to the internet I got signed out of my instant messengers on my phone look at the laptop no picture. upon inspecting my laptop I realize something didn't look right. so I sent an emergency text message to a friend of mine who owns a computer repair shop stating laptop emergency. later that morning around 9am I dropped off the laptop to find out what the problem was via text message around 1:45p what the problem was indeed my screen. so what it seems is that when the put my bag in the under carriage either they threw it in or they threw another bang on top of mine which caused the separation. of what seemed is the hinges so which means the entire screen needs to be replaced. on my yellow ticket it has no phone numbers or anything in fine print stating what should you do if there was a problem. so then I asked to have an estimate emailed to me so I can contact us airways. when I arrived back home on January 11 I called us airways customer service and I was told that there is no one I could speak to you in regards to my claim I can only send out an email and wait to be contacted. I was told to email customer. firstname.lastname@example.org. I got a computer generated email said I should expect a response within 7 business days so I could understand that I decided to be very patient and wait the 6-7 business days to be contacted back via phone call or email so 15 days later no response so I decided to email them again once more on January 26 here is a copy of my email:
I would like to know how long is it that I am suppose to wait for someone to contact me about my property that was damaged to to te lack of care of your baggage handlers I first sent this email to you on January 11, 2010 and now it is January 26 15 days later and I still haven't heard anything from anyone. my phone number is #### and my name is i. mitchell. so I got another computer generated email saying wait 6-7 business day.
here is the response I received on January 29 from us airways:
US-10MITCHELL-012H7 I and CMitchell, This acknowledges our recent email sent to Customer Relations. It was forwarded to our office by Customer Relations for our response to your baggage claim status inquiry. Our records indicate the following email reply was sent on January 21st. Quote: Ref: US-10MITCHELL-012H7 Dear Mr. Mitchell, Thank you for contacting the Central Baggage Resolution Office at US Airways. Your email was forwarded by Customer Relations for our review and response to the baggage related concerns you've described. I apologize for the length of time it has taken us to address your email. I regret we are unable to open email attachments due to our Internet security settings. Also, I was unable to locate an active Property Irregularity Report for this incident. Mr. Mitchell, unfortunately, all damage must be reported in person within four hours of arrival, thus allowing for a physical evaluation tobe completed prior to any assumption of liability. When a customer arrives at his/her destination and does not immediately report damaged property, we cannot honor any subsequent claim. In addition, per the Published Airline Tariffs we are unable to compensate for computer equipment, as it is among those items excluded from coverage when transported in checked baggage. If you have not already done so, you may wish to contact your personal property or travel insurer to see if you have coverage for an incident such as this. Thank you for allowing me this opportunity to clarify our position. I sincerely hope we have an opportunity to restore your confidence in our service. Respectfully, Myhanh NguyenCentral Baggage Resolution OfficeUS Airways Unquote. I appreciate this opportunity to be of further assistance. Respectfully, Bobbi WayneCentral Baggage Resolution OfficeUS Airways Original Message Follows:27jan-0751------------------------ From: Customer Relations Sent: Wednesday, January 27, 2010 7:41AM To: CBRO Subject: FW: Confirmation number cwwdex flight number 2222 From: C Mitchell [mailto:] Sent: Tuesday, January 26, 2010 11:25 AM To: Customer Relations ; ###@Hotmail.com Subject: Confirmation number cwwdex flight number 2222 I would like to know how long is it that I am suppose to wait for someone to contact me about my property that was damaged to to te lack of care of your baggage handlers I first sent this email to you on January 11, 2010 and now it is January 26 15 days later and I still haven't heard anything from anyone. my phone number is #### and my name is I mitchell.
P.S. I never did receive the so call email on the 27th as they stated was sent to me.
here is a copy of my response this email:
I'm sorry this was not a bag that was checked in as a carryon bag... I was told that the plane that we took which was the express is the over head bins are too small to put our carryon luggage in so we had to get a yellow ticket to put on our bags where we will receive the bag back once we get off the plane... and getting in contact after 4 hours after the arrival of tht flight would have been impossible since I had a connecting flight to fort lauderdale and I did not find out the problem until the next morning after I turned my laptop on... I need to speak to someone in person this email communication is not working.... and if I need to fax over a copy of what information that was given to me by the computer repair which is the diagnosis and quote I will... and if I knew I would not have been able to carry my carry on on this trip as a carry on I would never used your company... I've never had a problem with any other airlines with my carryon luggage...whats the point of having a carryon when you can't actually carry it on... so I would appreciate it if I get a phone number or have someone call me I would like to speak to a live person not typing via email because I need to this resolve.... and my name is Ms I Mitchell not Mr Mitchell.
still no response so now I sent another email on February 6 here is my email:
I'm still waiting for someone to contact me about my problem... so I can explain to the person about my problem... bc on the yellow tag that I was given to put on my carryon bag it states no where on there about contacting anyone if there is a problem with my luggage only thing it ask for is the flight number and destination of departure and arrival and no phone numbers... so can someone please contact me via telephone or do I need to go to the airport.... to speak to a live person? my name once again is indra mitchell and my phone number is
finally on February 8 almost one month after my first contact with them about my issues here is that email. I have contacted the computer repair shop to send fax them over the estimate hopefully this will resolve the issue and no I still have yet to speak to anyone in person from the bagage resloution department I'm so tired of dealing with these email communications. here is the February 8th communication looks like it will be getting somewhere
US-10MITCHELL-012H7 I and C Mitchell, This will acknowledge your recent email. I apologize for the length of time it has taken us to reply. To review this matter further, you may provide an invoice indicating thenecessary cost of repair. If your property cannot be repaired, you may provide the repair shop's documentation along with the date of purchase and original cost. You may wish to send this information via certified or registered mail to the address below. If the item has a singular costover $100, we ask that substantiation of the original purchase price be provided. US AirwaysAttn: Central Baggage Resolution Office4000 E. Sky Harbor Blvd. Phoenix, AZ 85034 Fax 480-693-2305 You may reply or reach our office at 866-874-3931, option 3, and leave amessage at anytime if you have further questions at this time. Your information will be reviewed and a Baggage Specialist will return your call within 24 hours, between the hours of 8 am to 8 pm local time. Your cooperation is appreciated, we await your reply. Respectfully, Celeste RooneyCentral Baggage Resolution OfficeUS Airways.
sorry for such a long blog but I had to put my 3cents in lol...
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