American Airlines Complaint - Lost Baggage with American Airlines
I put my 75 year-old mom on a first class flight with American Airlines from DFW to LAX on Jan 5, 2011, then connecting with Cathay Pacific from LAX-HKG-KUL. AA DFW-LAX flight was delayed by more than 2 hours due to mechanical problem at DFW airport, resulting in my mom missing her Cathay flight at LAX. We were told by AA agent at LAX that the baggages were tagged to transfer to Cathay Pacific, so she couldn't retrieve her bags at baggage claim at LAX. The next day, my mom checked into her Cathay flight at LAX and was told her 2 bags couldn't be found because AA never transferred them over. She was told to check with Cathay Pacific at final destination in KUL Malaysia if the bags were there. Obviously she arrived and the bags were not at KUL. We filed a lost baggage claim with Cathay Pacific in KUL. I called the Cathay Pacific baggage services at LAX to follow up and was told based on their log, AA never transferred the bags over to Cathay at LAX on Jan 5 and they had telexed the message over to AA and had not go any response. We contacted AA directly and were told the 2 baggage tags were closed out from AA system since the flight had arrived in LAX. They do not have baggage tracking system, so they can't tell me where the bags are or whether they were even on the flight from DFW to LAX. I called AA Baggage Services at 1800-535-5225 and AA Central Baggage Service at 1800-866-4010 (after the baggages have been missing for 5 days). I got the same response - the 2 baggage tags were not in AA system at all and they were not responsible to trace them because Cathay Pacific was the carrier to the final destination, so Cathay was responsible. I told them the bags were lost under AA control and were AA even bother trying to trace the baggage? No, not their jobs. They only deal with claims filed with AA. So basically NO ONE is looking for the lost baggages for my 75 year old mom.
I have called and tried to get information for 6 days now and is getting increasing frustrated and helpless. I know AA's customer service sucks but I didn't know they just don't take responsibility at all for lost baggages. If they don't show up, too bad for you. No one cares to look for them.
We paid a lot of money for my elderly mom to feel comfortable about the long haul international flight but it ended up being the most stressful flight in her life. She has had sleepless nights for a few days now worrying about the baggages. She is a 75 year old lady and has lost everything she has got in those bags.
I am extremely disheartened with what is going on. My suspicion is the bags have been stolen but AA is taking no action to investigate on how 2 bags can disappear into thin air.