Aug 13, 2014, 3:03 pm
Last edit by: JDiver
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (consolidated)
This is the archive of older posts for this subject. For the current thread, please see:
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (2015-onward)
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (2015-onward)
Track your bags Link
September 18, 2015:
Hello, Addressee,
AAdvantage Platinum Number:
You can now follow your checked bags from check-in to carousel with your smartphone, laptop or tablet. See real-time information about your bag's status, including when your bag is checked in, on a plane or at baggage claim. All you need is your bag tag number or your record locator.
And, if your flight has Wi-Fi onboard, you can track your bags in the air for free.
Here's how to get started:Keep track of your bags from check-in to touchdown using your record locator or bag tag number.
Hello, Addressee,
AAdvantage Platinum Number:
You can now follow your checked bags from check-in to carousel with your smartphone, laptop or tablet. See real-time information about your bag's status, including when your bag is checked in, on a plane or at baggage claim. All you need is your bag tag number or your record locator.
And, if your flight has Wi-Fi onboard, you can track your bags in the air for free.
Here's how to get started:
- Go to aa.com/baggage
- Click "Track your bags"
- Enter your last name and bag tag # or record locator
American Airlines: Delayed Baggage
:Baggage delayed less than 5 days
Phone: +1-800-535-5225
24 hours, 7 days a week
Baggage delayed longer than 5 days
See www.aa.com/bagstatus for further information.
Phone: +1-800-535-5225
24 hours, 7 days a week
Baggage delayed longer than 5 days
See www.aa.com/bagstatus for further information.
American Airlines: Delayed or missing baggage:
We do our best to ensure that your checked bag travels on the same flight with you. If your bag does not arrive on your flight, our goal is to return your bag to you within 24 hours. The measures may take longer for international itineraries due to flight frequency or Customs and Immigration procedures.
Note: These procedures apply when American Airlines or American Eagle are taking you to your final destination.
If you are unable to locate your checked bag:
Notify an American Airlines/American Eagle baggage service agent prior to leaving the airport (If you purchased the American Airlines baggage delivery service provided through BAGS VIP Luggage Delivery in advance of travel, notification must be made within 12 hours of the arrival of the flight on which you traveled.)
If your bag isn't located in five (5) days:
We do our best to ensure that your checked bag travels on the same flight with you. If your bag does not arrive on your flight, our goal is to return your bag to you within 24 hours. The measures may take longer for international itineraries due to flight frequency or Customs and Immigration procedures.
Note: These procedures apply when American Airlines or American Eagle are taking you to your final destination.
If you are unable to locate your checked bag:
Notify an American Airlines/American Eagle baggage service agent prior to leaving the airport (If you purchased the American Airlines baggage delivery service provided through BAGS VIP Luggage Delivery in advance of travel, notification must be made within 12 hours of the arrival of the flight on which you traveled.)
- You will be given a confidential file locator ID and a brochure explaining the recovery process
- Our Baggage Service desk will contact you periodically to keep you informed of our progress in locating your bag (aspirational statement)
- Refer to your confidential six-letter file locator (not your PNR) in all conversation and correspondence regarding your delayed bag
- Use your last name and confidential six-letter baggage file locator (not your PNR)to check the status of your bag.Check Baggage Status
- Central Baggage Service will take over the tracing effort
- Fill out and return a Property Questionnaire within 30 days from the date you traveled
- Available on the 6th day at www.aa.com/bagstatus.
- Mailed to your permanent address within 10 days of your travel date.
- Complete the questionnaire in its entirety including specific details such as colors, sizes, brand names and logos as well as information such as book titles, medication, electronics, gifts, souvenirs and food items
- Retain a copy for your records
Damaged baggage:
Prompt notification of a damaged bag helps us get your property to you promptly therefore all American Airlines and American Eagle airport locations are equipped to handle the initial report, evaluation and settlement of damage claims. If your bag is damaged, please notify us:
Please notify us as soon as possible. Failure to report damage to baggage within the prescribed time limit releases American Airlines and American Eagle from any liability.
Prompt notification of a damaged bag helps us get your property to you promptly therefore all American Airlines and American Eagle airport locations are equipped to handle the initial report, evaluation and settlement of damage claims. If your bag is damaged, please notify us:
- In person before leaving the airport
- At the latest, within 24 hours after you receive your bag for domestic itineraries
- Within 7 days for international itineraries
Notice regarding damage to wheels, handles, and other components of checked baggage
Baggage_Guidance_rev_11242015.pdf (link)
About this Document
In September 2015, the Office of Aviation Enforcement and Proceedings (Enforcement Office) conducted extensive inspections of U.S. and foreign air carriers’ operations at 16 U.S. airports. The Enforcement Office found, among other things, that carriers routinely exclude from liability damage to specific parts of checked baggage, such as wheels, straps, zippers, handles, and protruding parts. Carriers often post signs indicating that they categorically refuse to compensate passengers for such items. In some instances, carrier agents also discouraged or refused to accept reports of such damage.
Baggage_Guidance_rev_11242015.pdf (link)
About this Document
In September 2015, the Office of Aviation Enforcement and Proceedings (Enforcement Office) conducted extensive inspections of U.S. and foreign air carriers’ operations at 16 U.S. airports. The Enforcement Office found, among other things, that carriers routinely exclude from liability damage to specific parts of checked baggage, such as wheels, straps, zippers, handles, and protruding parts. Carriers often post signs indicating that they categorically refuse to compensate passengers for such items. In some instances, carrier agents also discouraged or refused to accept reports of such damage.
Link to aa.com Delayed Baggage; FAQ.
Link to aa.com LIABILITY LIMITATIONS regarding baggage - but see
USDOT reminder to airlines compensation is due for damaged wheels, straps, etc.
Link to aa.com DAMAGED BAGGAGE
Link to aa.com Delayed Baggage tracking form (need baggage claim file locator number to use)
American Airlines Conditions of Carriage (See BAGGAGE et seq., including Liability.)
Q. What can I do to help prevent or resolve baggage loss?
Others suggest:
- Don't place valuables in your checked baggage; such loss is generally not covered by airline policy. Some airports have higher pilferage and theft rates.
- Have two baggage tags, affixed at different points on each bag; handles do get torn off.
- Use a baggage belt: some have TSA-approved locks, and a belt may keep your bag from spilling contents if it becomes damaged. A bright color helps distinguish your bag from similar ones.
- Add a pom, ribbon or other device enabling you - and others - to distinguish your bag from similar / identical bags.
- Have identifying information and an itinerary inside your case where it will be seen if the bag is opened (which will occur if external tags are lost). Some use an itinerary tag such as this Magellan's retriever tags.
- Have a photo or two of your bags on your smartphone to show the baggage clerk exactly what your bag looks like.
- Don't use high end luggage; fancy, famous brands and fine finishes make your bag a target of thieves.
- Airline status tags mark your bag as belonging to a high value customer, but nobody's provided evidence that helps. Some have reported status tagged bags may be targeted for delays during industrial actions such as employee slowdowns or strikes.
Updated: 31 Dec 2015
ARCHIVE: Lost baggage /luggage delay, loss, damage - advice, etc. (pre-2018)
Aug 23, 2012, 12:15 pm
#316
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
How much I am out: 1 week rental of dive equipment: $270; shorts, a shirt, and a swim suit purchased at the harbor: $100. Additional airport taxi rides: $17. Cost of the dive boat who’s purpose was video documentation of sharks (which I couldn’t do): $4,700. Cost of the flight to Ecuador on American: 70,000 miles + $150. Cost of the flight from Quito (Guayaquil) to San Cristobal: $532. Hotels in Quito and San Cristobal: $440. Total: $6,209 + 70,000 miles.
I have trip insurance, but it won’t pay unless American verifies that the bags were delayed, and American won’t do that. Does anybody have any suggestions on how to proceed?
Thanks,
--Mark
I have trip insurance, but it won’t pay unless American verifies that the bags were delayed, and American won’t do that. Does anybody have any suggestions on how to proceed?
Thanks,
--Mark
The hotels I would forget, you would have needed hotels until your boat left anyway. AA certainly isn't going to pick up your hotel bill. And your flight and your boat, you got on both, I know what you are going to say about pictures but that won't get you anywhere with anybody.
Too late for this advice, but in the future it is a good idea if you absolutely, positively have to be anywhere on a certain date and time, I always plan to get there at least 24 hours early if not several days. I have taken dive trips also, and anything I want that I can't easily rent goes in my carryon. This isn't meant as a rebuke but as advice for future trips and for anybody else reading this.
Aug 23, 2012, 12:22 pm
#317
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
Hi all,
I am wondering what advice you can give me. I just arrived from LAX and my brand new Samsonite Hard-sided spinner has the wheel completely bent in the corner. The wheel is amazingly still there, but the corner is so dented in the suitcase will not even stand up! I went to file a claim with the airline, but they said they would send it in to be repaired or replaced in 2-4 weeks. If they replace it, will it REALLY meet the same specifications as my bag? I am also leaving on a 3 week trip in 9 days, so will most likely need to replace my bag for this trip.
Also, this was a reward flight with the taxes paid by my BA Visa, should I pursue a claim with them?
I could also try to pursue this with Samsonite, but offhand I don't know where I put the receipt, so that will take some digging?
Which option would you pursue?
I am wondering what advice you can give me. I just arrived from LAX and my brand new Samsonite Hard-sided spinner has the wheel completely bent in the corner. The wheel is amazingly still there, but the corner is so dented in the suitcase will not even stand up! I went to file a claim with the airline, but they said they would send it in to be repaired or replaced in 2-4 weeks. If they replace it, will it REALLY meet the same specifications as my bag? I am also leaving on a 3 week trip in 9 days, so will most likely need to replace my bag for this trip.
Also, this was a reward flight with the taxes paid by my BA Visa, should I pursue a claim with them?
I could also try to pursue this with Samsonite, but offhand I don't know where I put the receipt, so that will take some digging?
Which option would you pursue?
2. I would give the suitcase to AA. If they repair it, it still won't be as good as it was before, but might be OK as a spare. If they replace it, the replacement might not be the same as what you had, but how good was what you had if it was damaged that easily.
If I were working for Samsonite or BA, I would suggest you pursue with the party that did the damage (AA) before you came to someone else.
Aug 23, 2012, 1:17 pm
#318
Join Date: Sep 2010
Location: LON (mostly)
Programs: FlyingBlue Platinum Elite / BAEC Silver
Posts: 1,953
Interim Reimbursement
Ok...
So back in June AA lost my luggage, and although it reappeared the next evening, they authorised me $200 for essentials...
I sent in the receipts and a letter explaining the situation the same day, and have heard nothing since. I keep calling them every week or so. At first they said it would take 6-8 weeks. Then they started saying 8-10 weeks. Yesterday, I was told by an agent that despite what the website says (8-10 weeks) it usually takes between 4 and 8 months... So at this point I'm wondering if I'll see money that was owed to me in June before Christmas....
Does anyone have any experience?
PS: Before the luggage re-appeared, an agent was quite rude to me, and shouted at me. I did complain about that particular instance (it didn't bother me so much that she didn't have an answer, but shouting at customers is unacceptable - I'm usually quite a cheerful fellow) and received a $300 voucher to be used on an AA flight. I hope they don't think that that absolves them of their debt...
So back in June AA lost my luggage, and although it reappeared the next evening, they authorised me $200 for essentials...
I sent in the receipts and a letter explaining the situation the same day, and have heard nothing since. I keep calling them every week or so. At first they said it would take 6-8 weeks. Then they started saying 8-10 weeks. Yesterday, I was told by an agent that despite what the website says (8-10 weeks) it usually takes between 4 and 8 months... So at this point I'm wondering if I'll see money that was owed to me in June before Christmas....
Does anyone have any experience?
PS: Before the luggage re-appeared, an agent was quite rude to me, and shouted at me. I did complain about that particular instance (it didn't bother me so much that she didn't have an answer, but shouting at customers is unacceptable - I'm usually quite a cheerful fellow) and received a $300 voucher to be used on an AA flight. I hope they don't think that that absolves them of their debt...
Aug 23, 2012, 1:47 pm
#319
Suspended
Join Date: Nov 2004
Location: London
Programs: BA GGL, AA 1MM LT GLD, SPG PLAT, National Exec Selc, Hilton Diamond, Hyatt Plat, Marriott Silver
Posts: 8,278
Ok...
So back in June AA lost my luggage, and although it reappeared the next evening, they authorised me $200 for essentials...
I sent in the receipts and a letter explaining the situation the same day, and have heard nothing since. I keep calling them every week or so. At first they said it would take 6-8 weeks. Then they started saying 8-10 weeks. Yesterday, I was told by an agent that despite what the website says (8-10 weeks) it usually takes between 4 and 8 months... So at this point I'm wondering if I'll see money that was owed to me in June before Christmas....
Does anyone have any experience?
PS: Before the luggage re-appeared, an agent was quite rude to me, and shouted at me. I did complain about that particular instance (it didn't bother me so much that she didn't have an answer, but shouting at customers is unacceptable - I'm usually quite a cheerful fellow) and received a $300 voucher to be used on an AA flight. I hope they don't think that that absolves them of their debt...
So back in June AA lost my luggage, and although it reappeared the next evening, they authorised me $200 for essentials...
I sent in the receipts and a letter explaining the situation the same day, and have heard nothing since. I keep calling them every week or so. At first they said it would take 6-8 weeks. Then they started saying 8-10 weeks. Yesterday, I was told by an agent that despite what the website says (8-10 weeks) it usually takes between 4 and 8 months... So at this point I'm wondering if I'll see money that was owed to me in June before Christmas....
Does anyone have any experience?
PS: Before the luggage re-appeared, an agent was quite rude to me, and shouted at me. I did complain about that particular instance (it didn't bother me so much that she didn't have an answer, but shouting at customers is unacceptable - I'm usually quite a cheerful fellow) and received a $300 voucher to be used on an AA flight. I hope they don't think that that absolves them of their debt...
Aug 23, 2012, 2:17 pm
#320
Join Date: Aug 2012
Posts: 11
Too late for this advice, but in the future it is a good idea if you absolutely, positively have to be anywhere on a certain date and time, I always plan to get there at least 24 hours early if not several days. I have taken dive trips also, and anything I want that I can't easily rent goes in my carryon. This isn't meant as a rebuke but as advice for future trips and for anybody else reading this.
Fortunately I have experience with flight delays and had 2 additional pairs of underwear in my carry-on. With airline weight restrictions, it is not possible to pack a laptop, camera, lenses, and housing in a carry-on. I had my laptop, camera, and lenses in my carry-on. The housing was the only thing I couldn't rent (nor could I rent a housed camera, which kind of surprised me. Previous boats I've been on had these available for cases like mine).
I'm not expecting to be reimbursed for everything, but so far, I can't even get a claim number out of American stating that anything happened.
--Mark
Aug 23, 2012, 2:26 pm
#321
FlyerTalk Evangelist
Join Date: Mar 2004
Location: SJC
Programs: AA EXP, BA Silver, Hyatt Globalist, Hilton diamond, Marriott Platinum
Posts: 33,533
The over-suggested "dispute the charge" approach likely will not work for two reasons:
1. This would appear to be several statements old, and that's much harder
2. In general, the CC companies are not stupid enough to reverse charges for legitimately-delivered items (the transportation) just because someone has a problem with another facet of the business.
Yes, I know that getting the luggage there is part of it, and I agree that the OP (won't be "OP" after this gets merged with the thread in which if should have appeared in the first place, of course
), has been wronged. But the transport was delivered, so this is unlikely to be effective. Although trying won't hurt.
Cheers.
1. This would appear to be several statements old, and that's much harder
2. In general, the CC companies are not stupid enough to reverse charges for legitimately-delivered items (the transportation) just because someone has a problem with another facet of the business.
Yes, I know that getting the luggage there is part of it, and I agree that the OP (won't be "OP" after this gets merged with the thread in which if should have appeared in the first place, of course
), has been wronged. But the transport was delivered, so this is unlikely to be effective. Although trying won't hurt.Cheers.
Aug 23, 2012, 2:28 pm
#322
FlyerTalk Evangelist
Join Date: Mar 1999
Posts: 12,097
The delay is unreasonable.
Send a copy of all the documentation and brief summary of your contacts with AA to:
Beside ensuring that you get all of the money you spent (note: if you justifiably and reasonably spent more than $200 in provable direct or consequential damages, AA owes the entire amount up to $3,300, not just $200, to you, as per US law), they will ensure that AA speeds up its process so others won't have to go through the same issue.
The DOT also needs to hear from you about the $200 limit (include copies of anything you received in writing about it) because it seems to violate the notice linked to in the paragraph above, which specifically directs airlines "not to set arbitrary limits on reimbursement, apart from those set forth in Part 254" (i.e. $3,300), which from your post AA did.
Send a copy of all the documentation and brief summary of your contacts with AA to:
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590
The DOT also needs to hear from you about the $200 limit (include copies of anything you received in writing about it) because it seems to violate the notice linked to in the paragraph above, which specifically directs airlines "not to set arbitrary limits on reimbursement, apart from those set forth in Part 254" (i.e. $3,300), which from your post AA did.
Aug 23, 2012, 2:47 pm
#323
Join Date: Nov 2006
Location: Times Square
Programs: SPG Gold, AAdvantage
Posts: 1,397
Hi all,
I am wondering what advice you can give me. I just arrived from LAX and my brand new Samsonite Hard-sided spinner has the wheel completely bent in the corner. The wheel is amazingly still there, but the corner is so dented in the suitcase will not even stand up! I went to file a claim with the airline, but they said they would send it in to be repaired or replaced in 2-4 weeks. If they replace it, will it REALLY meet the same specifications as my bag? I am also leaving on a 3 week trip in 9 days, so will most likely need to replace my bag for this trip.
Also, this was a reward flight with the taxes paid by my BA Visa, should I pursue a claim with them?
I could also try to pursue this with Samsonite, but offhand I don't know where I put the receipt, so that will take some digging?
Which option would you pursue?
I am wondering what advice you can give me. I just arrived from LAX and my brand new Samsonite Hard-sided spinner has the wheel completely bent in the corner. The wheel is amazingly still there, but the corner is so dented in the suitcase will not even stand up! I went to file a claim with the airline, but they said they would send it in to be repaired or replaced in 2-4 weeks. If they replace it, will it REALLY meet the same specifications as my bag? I am also leaving on a 3 week trip in 9 days, so will most likely need to replace my bag for this trip.
Also, this was a reward flight with the taxes paid by my BA Visa, should I pursue a claim with them?
I could also try to pursue this with Samsonite, but offhand I don't know where I put the receipt, so that will take some digging?
Which option would you pursue?
I am sharing my experience with you so you can see what will happen if you pursue this with AA.
So your suitcase may just end back up at Samsonite if AA's repair shop can't fix it. I gave my suitcase back to AA on August 4th and I don't expect to have any suitcase in hand in time for my trip on August 30th.
Aug 23, 2012, 3:48 pm
#324
FlyerTalk Evangelist
Join Date: Dec 2003
Location: STL
Programs: AA 2MM, AS MVP Gold, Hilton Diamond
Posts: 12,966
This is good advice for anybody reading this. However, in this case, I was scheduled to arrive in Quito on August 2 for an August 4 boat departure from San Cristobal. So, I gave myself 48 hours to catch one island hopper flight from Quito to San Cristobal. I was also scheduled to arrive San Cristobal on August 3, so I gave myself 24 hours on San Cristobal in case there was a flight delay. I guess my lesson is that I should plan a minimum of 24 hours in any city where I change airlines. However, this would have required me to set aside 3 days just to fly to San Cristobal.
Fortunately I have experience with flight delays and had 2 additional pairs of underwear in my carry-on. With airline weight restrictions, it is not possible to pack a laptop, camera, lenses, and housing in a carry-on. I had my laptop, camera, and lenses in my carry-on. The housing was the only thing I couldn't rent (nor could I rent a housed camera, which kind of surprised me. Previous boats I've been on had these available for cases like mine).
I'm not expecting to be reimbursed for everything, but so far, I can't even get a claim number out of American stating that anything happened.
--Mark
Fortunately I have experience with flight delays and had 2 additional pairs of underwear in my carry-on. With airline weight restrictions, it is not possible to pack a laptop, camera, lenses, and housing in a carry-on. I had my laptop, camera, and lenses in my carry-on. The housing was the only thing I couldn't rent (nor could I rent a housed camera, which kind of surprised me. Previous boats I've been on had these available for cases like mine).
I'm not expecting to be reimbursed for everything, but so far, I can't even get a claim number out of American stating that anything happened.
--Mark
My only suggestion to get a claim number would be to send a letter (snail mail) to AA's executive offices. Include a short summary of what happened, and ask them to sign it and send it back in the enclosed stamped self-addressed envelope, then submit that to the insurance company. The problem here is that AA delivered your bags with the flight, but they didn't deliver you, because the delay in delivering you would have caused a trip in vain. If you can't get the letter, or the insurance company won't accept it, move on. You do have an interesting story to tell friends and relatives (a second interesting story, the first being your dives with the hammerheads).
One other thought - if you got the email address of somebody who was taking pictures on the boat, you could email them and ask them for some pics. I know it isn't the same as ones you took yourself, but better than nothing, and if you don't tell people, they will never know.
And you were there, looking at those same exact sharks at the same exact time.
Aug 24, 2012, 8:38 am
#325
Join Date: Aug 2012
Posts: 11
If you can't get the letter, or the insurance company won't accept it, move on. You do have an interesting story to tell friends and relatives (a second interesting story, the first being your dives with the hammerheads).
One other thought - if you got the email address of somebody who was taking pictures on the boat, you could email them and ask them for some pics. I know it isn't the same as ones you took yourself, but better than nothing, and if you don't tell people, they will never know. And you were there, looking at those same exact sharks at the same exact time.
One other thought - if you got the email address of somebody who was taking pictures on the boat, you could email them and ask them for some pics. I know it isn't the same as ones you took yourself, but better than nothing, and if you don't tell people, they will never know.
And you were there, looking at those same exact sharks at the same exact time.--Mark
Aug 24, 2012, 9:17 am
#326
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
First, sorry for your problems (unfortunately, not unusually rare in Ecuador).
I'd stay with my claim for AA / the travel insurance company, but in stead of relying entirely on AA get some signed verifications from the company operating your dive boat. In this instance, I have to say they remained very hands-off and did not fulfill their obligation to you.
I have been on many remote dive trips (Indonesia, Galápagos, Vanuatu, etc. etc.) and a good dive / boat operator or good local travel agent has people on the ground who have "insider" contacts and can get it all done. It is unconscionable they left you on your own.
Another opinion here, as a diver with 56 years' diving - OK, you didn't get YOUR video. You would not have gotten it either if your housing had flooded or a number of other things occurred. So, there are tons of footage out there to help you relive your experience, more or less. If you dived, that's the crux here - it's the experience of diving Darwin and Wolf with all the sharks, etc. and not the photo / video that counts, unless your livelihood depends on it, in which case you write the trip off and reschedule it (not to mention redundant gear, etc.) (I often dive with Humann and the DeLoaches, their livelihood depends on it; when my gear was lost at sea once, I missed it until it was found later, but it did not negate or diminish the experiences of seeing underwater creatures and the behaviors I observed.)
On my Galápagos trips I have always separated my trip - go to UIO (or GYE) and stay, and make separate arrangements using AeroGal or TAME to the islands after at least a day (maybe two, as the highlands are pretty neat). That has helped more than you can imagine, along with packing dive gear in old Army duffels and doing everything in my power to carry my reg, computer (broken down into components, hoses in my bags) with photo / video gear in hand. And separate insurance in case of breakage, flooding, theft, etc. Maybe not foolproof, but it seems to have helped when things go wrong (and they will).
AA performed atrociously, and makes it difficult for passengers to even follow their procedures - even more so with limited hours, renegade personnel unwilling to help; file a complaint following hillrider's suggestions. But I also have to say I'd think about giving this agency or dive / boat operation further business, because they know what the local environment is like in Ecuador and they failed to back you up as a customer who paid them a heckuva lot of money. Be sure to write up your experience for Undercurrent to let other consumers now that they can / can not expect from this operator.
Most importantly, if you were able to organize regs and a wetsuit, etc. treasure your experiences.
And for an interesting and memorable experience, check Nautilus explorer for a trip to Ilsa Socorro (whale sharks, rays, sharks, you name it,) or to video great white sharks at Isla Guadalupe (which I did earlier this month). A top notch dive operation, licensed by Transports Canada and certified SOLAS / Lloyds inspected.
I'd stay with my claim for AA / the travel insurance company, but in stead of relying entirely on AA get some signed verifications from the company operating your dive boat. In this instance, I have to say they remained very hands-off and did not fulfill their obligation to you.
I have been on many remote dive trips (Indonesia, Galápagos, Vanuatu, etc. etc.) and a good dive / boat operator or good local travel agent has people on the ground who have "insider" contacts and can get it all done. It is unconscionable they left you on your own.
Another opinion here, as a diver with 56 years' diving - OK, you didn't get YOUR video. You would not have gotten it either if your housing had flooded or a number of other things occurred. So, there are tons of footage out there to help you relive your experience, more or less. If you dived, that's the crux here - it's the experience of diving Darwin and Wolf with all the sharks, etc. and not the photo / video that counts, unless your livelihood depends on it, in which case you write the trip off and reschedule it (not to mention redundant gear, etc.) (I often dive with Humann and the DeLoaches, their livelihood depends on it; when my gear was lost at sea once, I missed it until it was found later, but it did not negate or diminish the experiences of seeing underwater creatures and the behaviors I observed.)
On my Galápagos trips I have always separated my trip - go to UIO (or GYE) and stay, and make separate arrangements using AeroGal or TAME to the islands after at least a day (maybe two, as the highlands are pretty neat). That has helped more than you can imagine, along with packing dive gear in old Army duffels and doing everything in my power to carry my reg, computer (broken down into components, hoses in my bags) with photo / video gear in hand. And separate insurance in case of breakage, flooding, theft, etc. Maybe not foolproof, but it seems to have helped when things go wrong (and they will).
AA performed atrociously, and makes it difficult for passengers to even follow their procedures - even more so with limited hours, renegade personnel unwilling to help; file a complaint following hillrider's suggestions. But I also have to say I'd think about giving this agency or dive / boat operation further business, because they know what the local environment is like in Ecuador and they failed to back you up as a customer who paid them a heckuva lot of money. Be sure to write up your experience for Undercurrent to let other consumers now that they can / can not expect from this operator.
Most importantly, if you were able to organize regs and a wetsuit, etc. treasure your experiences.
And for an interesting and memorable experience, check Nautilus explorer for a trip to Ilsa Socorro (whale sharks, rays, sharks, you name it,) or to video great white sharks at Isla Guadalupe (which I did earlier this month). A top notch dive operation, licensed by Transports Canada and certified SOLAS / Lloyds inspected.
Hi all,
I have what may be a somewhat unusual case that I’m trying to figure out how to handle. I realize this is kind of long; I hope you will find the details interesting.
I just returned from a scuba diving trip to the Galapagos Islands. The purpose of the trip was under water videography of hammerhead, Galapagos, and whale sharks. I purchased approximately $5K of new underwater video equipment for this trip (not an issue as it can be used later, but I mention it to reinforce the purpose of the trip).
Background of the event: The flight from Miami to Quito, Ecuador (UIO) departed approximately 1 hour late. By the time we reached Quito, we were informed by the pilot that the airport was now closed due to fog (If we had departed on time, the airport would have still been open when we arrived). We diverted to Guayaquil to refuel. After spending an additional hour on the tarmac, the pilot told us that Quito was still not open, and rather than take a chance that it would not be open by the time we flew back there, American was going to put us into hotels in Guayaquil (with breakfast) and fly us to Quito the next day. Because of airline (FAA) pilot rest rules, the flight to Quito would not depart until Noon.
I was scheduled to depart the next day on AiroGal from Quito to San Cristobal (Galapagos Islands), with a 9:40 a.m. departure (the dive boat was scheduled to depart the following day, giving an additional day buffer for travel interruptions). Knowing that the current arrangement would cause me to miss my AiroGal connection, I made my own way to the airport early the next morning to make alternative arrangements. AiroGal informed me that they had no seats available on any flight prior to my boat departure the following day, and my travel agent (who was located in Quito and associated with the company that ran the dive boat) was not able to find any seat on an alternate carrier. However, my AiroGal flight was scheduled to make a stop in Guayaquil before continuing to San Cristobal (what luck!). AiroGal was able to change my reservation so that I could get onto the flight in Guayaquil.
The problem: I now had three hours prior to my flight departure time, and needed to get my bags. American Airlines had no open counters at the airport, so I was able to talk my way into getting permission to meet with American Airlines personal in their back office. I explained my situation to them, and asked for my bags so that I could continue to the Galapagos Islands. The woman in the back office said that she would see to it, and placed a phone call to arrange for it. After about 10 minutes of back and forth in Spanish, she hung up and told me that getting my bags “would be difficult.” I explained that I had a boat to catch at Noon the next day, and asked what I could do. I also informed her that I would not be on the flight from Guayaquil to Quito, and she said that they would note that so that there was no concern when the flight was scheduled to depart. She then told me that American Airlines would fly my bags to Quito on the continuation of the original flight, and then put them on the next flight to San Cristobal. I asked to file a late bags claim, but they wouldn’t let me do that as they weren’t technically late yet (the aircraft hadn’t reached its final destination). I called the Quito office of my travel agent, and explained what happened. They said that they would work with American Airlines to get my bags to me before the boat departed.
Upon reaching my hotel in San Cristobal, I found that it had no internet connection, no phone, and no English speaking staff. Thus, I was forced to rely on American Airlines (and my travel agent) to do what they said they would do. The next day, when I arrived at the boat, I received a message from my travel agent stating that “the Quito airport is a zoo, and they couldn’t get American Airlines to deliver my bags as promised.” I thus departed on the 7 day diving cruse with no bags other than my carry-on.
The consequences: My checked baggage contained my clothing, scuba gear, and the underwater housing and lights for my camera. I was able to rent scuba gear from the boat, purchase a couple of pairs of shorts, and a swim suit from a store at the harbor, and I made due with just 3 pairs of underwear from my carry-on, but I was not able to rent a camera for the trip. While the diving was exciting, I was not able to complete the original purpose of my trip.
Retrieving my bags: when I returned to Quito a week later, I was informed that the baggage office was only open Monday-Friday, 9:00 a.m. to 1:00 p.m. As I arrived on a Saturday, I would not be able to claim my bags until Monday morning. Fortunately, I was able to talk my way into the international arrivals area when the American flight from Miami arrived that evening, and found the on-site baggage person for American. After all arriving passengers had departed the arrival area, she took me to the storage room and let me retrieve my bags. I asked about filling out a delayed baggage form so that I could submit a claim to my travel insurance company. She said that she could not do that because I now had my bags (apparently a delayed baggage from must be filled out while your bags are still delayed). I asked her to check with her supervisor, which she did. Her supervisor would not authorize a late bags claim. Not wanting to accept this as an answer, I called American Airlines in the USA, and asked what I should do. The delayed baggage person on the phone asked how long my bags had been delayed. Since I didn’t receive them until 7 days after I arrived, I said one week. She said that she couldn’t help me because bags delayed more than 5 days must be handled by another office. That office is only open Monday-Friday, 8:00 a.m. – 5:00 p.m. She also said that I could go on the internet to fill out a claim. I went on the internet, but you must have a delayed baggage claim number before you can proceed with the site, and it is this number that I was trying to get in the first place.
The complication: it is unclear what status should be applied to my bags. My bags actually arrived in Quito with my originally scheduled flight. I, on the other hand, did not arrive in Quito with this flight because of the delay. I have trip insurance for this trip, but it requires that I have a delayed bag claim filed with American in order to make a payout, which American won’t let me file.
How much I am out: 1 week rental of dive equipment: $270; shorts, a shirt, and a swim suit purchased at the harbor: $100. Additional airport taxi rides: $17. Cost of the dive boat who’s purpose was video documentation of sharks (which I couldn’t do): $4,700. Cost of the flight to Ecuador on American: 70,000 miles + $150. Cost of the flight from Quito (Guayaquil) to San Cristobal: $532. Hotels in Quito and San Cristobal: $440. Total: $6,209 + 70,000 miles.
I have trip insurance, but it won’t pay unless American verifies that the bags were delayed, and American won’t do that. Does anybody have any suggestions on how to proceed?
Thanks,
--Mark
I have what may be a somewhat unusual case that I’m trying to figure out how to handle. I realize this is kind of long; I hope you will find the details interesting.
I just returned from a scuba diving trip to the Galapagos Islands. The purpose of the trip was under water videography of hammerhead, Galapagos, and whale sharks. I purchased approximately $5K of new underwater video equipment for this trip (not an issue as it can be used later, but I mention it to reinforce the purpose of the trip).
Background of the event: The flight from Miami to Quito, Ecuador (UIO) departed approximately 1 hour late. By the time we reached Quito, we were informed by the pilot that the airport was now closed due to fog (If we had departed on time, the airport would have still been open when we arrived). We diverted to Guayaquil to refuel. After spending an additional hour on the tarmac, the pilot told us that Quito was still not open, and rather than take a chance that it would not be open by the time we flew back there, American was going to put us into hotels in Guayaquil (with breakfast) and fly us to Quito the next day. Because of airline (FAA) pilot rest rules, the flight to Quito would not depart until Noon.
I was scheduled to depart the next day on AiroGal from Quito to San Cristobal (Galapagos Islands), with a 9:40 a.m. departure (the dive boat was scheduled to depart the following day, giving an additional day buffer for travel interruptions). Knowing that the current arrangement would cause me to miss my AiroGal connection, I made my own way to the airport early the next morning to make alternative arrangements. AiroGal informed me that they had no seats available on any flight prior to my boat departure the following day, and my travel agent (who was located in Quito and associated with the company that ran the dive boat) was not able to find any seat on an alternate carrier. However, my AiroGal flight was scheduled to make a stop in Guayaquil before continuing to San Cristobal (what luck!). AiroGal was able to change my reservation so that I could get onto the flight in Guayaquil.
The problem: I now had three hours prior to my flight departure time, and needed to get my bags. American Airlines had no open counters at the airport, so I was able to talk my way into getting permission to meet with American Airlines personal in their back office. I explained my situation to them, and asked for my bags so that I could continue to the Galapagos Islands. The woman in the back office said that she would see to it, and placed a phone call to arrange for it. After about 10 minutes of back and forth in Spanish, she hung up and told me that getting my bags “would be difficult.” I explained that I had a boat to catch at Noon the next day, and asked what I could do. I also informed her that I would not be on the flight from Guayaquil to Quito, and she said that they would note that so that there was no concern when the flight was scheduled to depart. She then told me that American Airlines would fly my bags to Quito on the continuation of the original flight, and then put them on the next flight to San Cristobal. I asked to file a late bags claim, but they wouldn’t let me do that as they weren’t technically late yet (the aircraft hadn’t reached its final destination). I called the Quito office of my travel agent, and explained what happened. They said that they would work with American Airlines to get my bags to me before the boat departed.
Upon reaching my hotel in San Cristobal, I found that it had no internet connection, no phone, and no English speaking staff. Thus, I was forced to rely on American Airlines (and my travel agent) to do what they said they would do. The next day, when I arrived at the boat, I received a message from my travel agent stating that “the Quito airport is a zoo, and they couldn’t get American Airlines to deliver my bags as promised.” I thus departed on the 7 day diving cruse with no bags other than my carry-on.
The consequences: My checked baggage contained my clothing, scuba gear, and the underwater housing and lights for my camera. I was able to rent scuba gear from the boat, purchase a couple of pairs of shorts, and a swim suit from a store at the harbor, and I made due with just 3 pairs of underwear from my carry-on, but I was not able to rent a camera for the trip. While the diving was exciting, I was not able to complete the original purpose of my trip.
Retrieving my bags: when I returned to Quito a week later, I was informed that the baggage office was only open Monday-Friday, 9:00 a.m. to 1:00 p.m. As I arrived on a Saturday, I would not be able to claim my bags until Monday morning. Fortunately, I was able to talk my way into the international arrivals area when the American flight from Miami arrived that evening, and found the on-site baggage person for American. After all arriving passengers had departed the arrival area, she took me to the storage room and let me retrieve my bags. I asked about filling out a delayed baggage form so that I could submit a claim to my travel insurance company. She said that she could not do that because I now had my bags (apparently a delayed baggage from must be filled out while your bags are still delayed). I asked her to check with her supervisor, which she did. Her supervisor would not authorize a late bags claim. Not wanting to accept this as an answer, I called American Airlines in the USA, and asked what I should do. The delayed baggage person on the phone asked how long my bags had been delayed. Since I didn’t receive them until 7 days after I arrived, I said one week. She said that she couldn’t help me because bags delayed more than 5 days must be handled by another office. That office is only open Monday-Friday, 8:00 a.m. – 5:00 p.m. She also said that I could go on the internet to fill out a claim. I went on the internet, but you must have a delayed baggage claim number before you can proceed with the site, and it is this number that I was trying to get in the first place.
The complication: it is unclear what status should be applied to my bags. My bags actually arrived in Quito with my originally scheduled flight. I, on the other hand, did not arrive in Quito with this flight because of the delay. I have trip insurance for this trip, but it requires that I have a delayed bag claim filed with American in order to make a payout, which American won’t let me file.
How much I am out: 1 week rental of dive equipment: $270; shorts, a shirt, and a swim suit purchased at the harbor: $100. Additional airport taxi rides: $17. Cost of the dive boat who’s purpose was video documentation of sharks (which I couldn’t do): $4,700. Cost of the flight to Ecuador on American: 70,000 miles + $150. Cost of the flight from Quito (Guayaquil) to San Cristobal: $532. Hotels in Quito and San Cristobal: $440. Total: $6,209 + 70,000 miles.
I have trip insurance, but it won’t pay unless American verifies that the bags were delayed, and American won’t do that. Does anybody have any suggestions on how to proceed?
Thanks,
--Mark
Last edited by JDiver; Aug 24, 2012 at 9:23 am
Sep 9, 2012, 9:39 am
#327
Join Date: Sep 2012
Posts: 1
my lost baggage in AA
On sept 2, 2012 I took the flight 1908 from MIA to LGA in AA, I checked my baggage at the curbside of the Mia Airport. I was travelling business class.
Only 1 bag arrived safely the other one is still missing.
Now i have to begin the painful process of trying to recover ssome of the money lost in all my clothes, shoes, jewerly that I had in that bag.
Does anybody has gone through this, that can give me some wiseful advise?
I have all the receipts of the new clothes that I bought in Miami, what happens with the little worned clothes?
Please help me.
Additionally the customer service representatives had been rude and sound like a computer, always repeating sorry for your inconvenience your bag has not been yet located, call again tomorrow!!!!! not a sincere apologize not a warmth voice that tells me WE ARE VERY SORRY WE ARE DOING OUR BEST TO FIND YOUR BAG, WE WILL CALL YOU PERSONALLY TO UPDATE YOUR STATUS.
I am a Gold member and i have always picked AA as my preferred airline.
This is so dissapointing.
Only 1 bag arrived safely the other one is still missing.
Now i have to begin the painful process of trying to recover ssome of the money lost in all my clothes, shoes, jewerly that I had in that bag.
Does anybody has gone through this, that can give me some wiseful advise?
I have all the receipts of the new clothes that I bought in Miami, what happens with the little worned clothes?
Please help me.
Additionally the customer service representatives had been rude and sound like a computer, always repeating sorry for your inconvenience your bag has not been yet located, call again tomorrow!!!!! not a sincere apologize not a warmth voice that tells me WE ARE VERY SORRY WE ARE DOING OUR BEST TO FIND YOUR BAG, WE WILL CALL YOU PERSONALLY TO UPDATE YOUR STATUS.
I am a Gold member and i have always picked AA as my preferred airline.
This is so dissapointing.
Sep 9, 2012, 10:07 am
#328
Moderator: American AAdvantage, Signatures
Join Date: Jan 2008
Location: London, England
Programs: UA 1K, Hilton Diamond, IHG Diamond Ambassador, National Exec, AA EXP Emeritus
Posts: 9,765
~Moderator
Sep 9, 2012, 11:33 am
#329
Join Date: Sep 2010
Location: LON (mostly)
Programs: FlyingBlue Platinum Elite / BAEC Silver
Posts: 1,953
Still no cheque, or notice of intent to send one... I'm going to make another complaint to Customer Services about this slow and painstaking process. I was actually told on the phone two weeks ago: "I can see here that you've been calling once a week. We can't tell you anything." Apparently, it's now up to the 'Interim Reimbursement' department. The problem is that they apparently have no phone line (which I refuse to believe). If anyone has their number, PLEASE PLEASE PLEASE PLEASE PM it to me, so I can read them the riot act and get my $150 back...
Ok...
So back in June AA lost my luggage, and although it reappeared the next evening, they authorised me $200 for essentials...
I sent in the receipts and a letter explaining the situation the same day, and have heard nothing since. I keep calling them every week or so. At first they said it would take 6-8 weeks. Then they started saying 8-10 weeks. Yesterday, I was told by an agent that despite what the website says (8-10 weeks) it usually takes between 4 and 8 months... So at this point I'm wondering if I'll see money that was owed to me in June before Christmas....
Does anyone have any experience?
PS: Before the luggage re-appeared, an agent was quite rude to me, and shouted at me. I did complain about that particular instance (it didn't bother me so much that she didn't have an answer, but shouting at customers is unacceptable - I'm usually quite a cheerful fellow) and received a $300 voucher to be used on an AA flight. I hope they don't think that that absolves them of their debt...
So back in June AA lost my luggage, and although it reappeared the next evening, they authorised me $200 for essentials...
I sent in the receipts and a letter explaining the situation the same day, and have heard nothing since. I keep calling them every week or so. At first they said it would take 6-8 weeks. Then they started saying 8-10 weeks. Yesterday, I was told by an agent that despite what the website says (8-10 weeks) it usually takes between 4 and 8 months... So at this point I'm wondering if I'll see money that was owed to me in June before Christmas....
Does anyone have any experience?
PS: Before the luggage re-appeared, an agent was quite rude to me, and shouted at me. I did complain about that particular instance (it didn't bother me so much that she didn't have an answer, but shouting at customers is unacceptable - I'm usually quite a cheerful fellow) and received a $300 voucher to be used on an AA flight. I hope they don't think that that absolves them of their debt...
Sep 10, 2012, 1:42 am
#330
Join Date: Dec 2002
Location: eastern Europe & NC
Posts: 4,527
Since switching to AA as my primary carrier, I have had less luggage damage than other airlines, but more luggage delay. I usually only check luggage on TATL trips as my usual strategy to avoid the continual problems with airline baggage mishandlers / luggage throwers is to travel light and take only a carry on.
On AA, westbound has gone okay, but on every eastbound TATL trip, my checked luggage has arrived between one day and three days after I did. For me that is at least better than the reverse, since I live and work in Europe and am thus not left without extra clothes, etc., but it does get annoying. And at least it is not like when I flew primarly CO, and they tended to lose luggage westbound and for longer periods, over a week sometimes. And also better than DL, LH, and SAS which seem to prefer destroying luggage over misplacing it.
The incompetent checked luggage operations combined with inadequate compensation, sometimes no compensation at all, means that the only way a passenger has to avoid the endemic problems with checked luggage is to travel light and use carry on only. When the nauture of a trip does not allow for that, you just have to roll the dice with the crapshoot that is checked luggage.
On AA, westbound has gone okay, but on every eastbound TATL trip, my checked luggage has arrived between one day and three days after I did. For me that is at least better than the reverse, since I live and work in Europe and am thus not left without extra clothes, etc., but it does get annoying. And at least it is not like when I flew primarly CO, and they tended to lose luggage westbound and for longer periods, over a week sometimes. And also better than DL, LH, and SAS which seem to prefer destroying luggage over misplacing it.
The incompetent checked luggage operations combined with inadequate compensation, sometimes no compensation at all, means that the only way a passenger has to avoid the endemic problems with checked luggage is to travel light and use carry on only. When the nauture of a trip does not allow for that, you just have to roll the dice with the crapshoot that is checked luggage.
Last edited by Carolinian; Sep 10, 2012 at 4:59 am