Practical Travel Safety Issues - Damaged baggage claim procedure

Just to add a little recent information on the current claims procedure, here is my experience over the past few days:

Cleared security at FLL and my bag got pulled for a full check. While closing the bag, the TSO broke the zipper. He called over the STSO, who took pictures and got some information. Both were extremely apologetic, but there was nothing they could do at the site and gave me an 800-number to call.

Despite the disclaimer that information they need is covered under the Paperwork Reduction Act Statement of Public Burden, there is no way to reduce paperwork. The 800-number person emailed me the form, but also told me that an emailed claim would not be considered valid. I had to fax it in or mail it.

The form itself is four pages, with a ton of fine print, boxes to check, etc. There is one form, whether your claim is $3,000 or $30 (Mine is the latter.), so I still had to search for every piece of data. They wanted flight times and numbers, boarding passes, photographs, etc. If you miss a box, they send it back. The place to sign it is easy to miss. They also want a purchase receipt (which is impossible for me, since it was a gift) and two repair estimates (on a zipper? not gonna happen). Naturally, they also want replacement estimates. Hello, overstock.com.

The 800-number person told me that it could take up to six months to process the claim, although I would receive a tracking number within a few weeks.

Bottom line: The claims process is long and arduous, even when there is a clear-cut case. I can only try to imagine what it's like trying to get reimbursed for a checked bag.

Mike

the process is long and tedious for a reason, they want you to say forget it and take the loss on the broken item.

the process is long and tedious for a reason, they want you to say forget it and take the loss on the broken item.

Bingo!

They're from the government, they're there to help you.

...There is one form, whether your claim is $3,000 or $30 (Mine is the latter.)...

Take heart in at least knowing it's not more expensive luggage.

Had a recent experience, a roadwork crew flung rocks onto and cracked my car window. A huge runaround, but I got my money. After a while, it's the principle of it all ;)

the process is long and tedious for a reason, they want you to say forget it and take the loss on the broken item.

Oh, no doubt about that. I was just pleased to know that there was one area of the TSA where the rules are spelled out explicitly and followed to the T.

This bag will not go down without a fight.

Mike

Despite the promise of a reply within six days, I have yet to hear anything. There is a special number to call for the claims department, but nobody ever seems to pick up. I have left two messages and not gotten a call returned.

Unfortunately for the TSA, they have the most dangerous kind of opponent: someone with nothing better to do.

For those who go through the claims process, be sure to document everything.

Mike

Three calls, three weeks, nothing.

I called the general number today and they told me to call claims. I told that the problem was that claims wasn't calling me back and the representative told me that she would have her supervisor contact claims. And, if in two weeks, claims still hasn't gotten back to me, she'll taunt me ask her supervisor to contact them again! Apparently, there is no one that claims actually reports to and, as she put it, she would not "commit to anything" now.

I wonder if TSA Cares is run by the same people that run CO cares.

Mike

Three calls, three weeks, nothing.

I called the general number today and they told me to call claims. I told that the problem was that claims wasn't calling me back and the representative told me that she would have her supervisor contact claims. And, if in two weeks, claims still hasn't gotten back to me, she'll taunt me ask her supervisor to contact them again! Apparently, there is no one that claims actually reports to and, as she put it, she would not "commit to anything" now.

I wonder if TSA Cares is run by the same people that run CO cares.

Mike

Document it and ask your congressional "problem resolutions" office for help. This will do two things: 1) get some kind of response, and 2) make sure your congressional office is aware of the agency's failings.

Document it and ask your congressional "problem resolutions" office for help. This will do two things: 1) get some kind of response, and 2) make sure your congressional office is aware of the agency's failings.

I can't imagine any congressional office not being aware of TSA's failings.

How much bad press does it take to get some attention of what is going on at TSA?

Every aspect of the whole darn TSA organization is malfunctioning.

I can't imagine any congressional office not being aware of TSA's failings.

How much bad press does it take to get some attention of what is going on at TSA?

Every aspect of the whole darn TSA organization is malfunctioning.

Volume counts.

Document it and ask your congressional "problem resolutions" office for help. This will do two things: 1) get some kind of response, and 2) make sure your congressional office is aware of the agency's failings.

Thank you, that's a great idea.

Wonder if I could take them to small claims court (It's right across from my office.)? I fully understand that the cost of filing would be more than the cost of the bag (and I don't know if an individual can sue a government agency), but that's not the point. Should it be possible, I hereby vow to donate all funds received (for my $30 bag) to charity.

Can't imagine anyone would show up at a hearing. Wonder if I could take over some equipment like this guy (http://www.naplesnews.com/news/2011/jun/03/tables-turned-bank-of-america-foreclosure-case/)?

Mike

Thank you, that's a great idea.

Wonder if I could take them to small claims court (It's right across from my office.)? I fully understand that the cost of filing would be more than the cost of the bag (and I don't know if an individual can sue a government agency), but that's not the point. Should it be possible, I hereby vow to donate all funds received (for my $30 bag) to charity.

Can't imagine anyone would show up at a hearing. Wonder if I could take over some equipment like this guy (http://www.naplesnews.com/news/2011/jun/03/tables-turned-bank-of-america-foreclosure-case/)?

Mike

I think if you prevail in small claims you get the filing fee as part of your damages but I'm not sure on this. The problem here is that you're facing the government.

I think if you prevail in small claims you get the filing fee as part of your damages but I'm not sure on this. The problem here is that you're facing the government.

I've reached the point that I'm half-serious about doing it if this charade continues. But you're right, I don't know what the rules are about suing the government.

Mike

I've reached the point that I'm half-serious about doing it if this charade continues. But you're right, I don't know what the rules are about suing the government.

In some states, small claims court automatically award you fees and damages requested if the other party fails to appear. Collection, however, is up to you.

Seems to me the best use of your time and aggravation pursuing this would be some friendly press attention. Your paper trail and timely, accurate responses to their directions make it easy to document events, especially that you're being stonewalled even though they admit causing the damage. The interest is that this is TSA's standard response to property damage they cause, not an exception. How many accounts do you think a travel writer will be able to find in which a problem was acknowledged and reimbursement made, in a reasonable timeline? (Since 2006, I'm 0-6 myself.)

Kudos for following this up. As you've said it's not the $30, it's the principle of the thing. ^

Three weeks, six calls, no response. I'll give it until next week, which is what customer service told me to do, and then get nasty.

If nobody shows up and I get fees and damages, I'll head straight over to the airport to collect. Should I not get paid, I'll see what that guy in the case mentioned above did to get a writ of execution. I'd love to have a NoS at my house.

Mike

Three weeks, six calls, no response. I'll give it until next week, which is what customer service told me to do, and then get nasty.

If nobody shows up and I get fees and damages, I'll head straight over to the airport to collect. Should I not get paid, I'll see what that guy in the case mentioned above did to get a writ of execution. I'd love to have a NoS at my house.

Mike

I don't think you get to keep the seized property. It's sold, you get what's owed + costs out of it, they get the rest. I do like the idea of seizing one, though.

I don't think you get to keep the seized property. It's sold, you get what's owed + costs out of it, they get the rest. I do like the idea of seizing one, though.

Close enough. One fewer NoS at BOS.

I think we should take up a collection on FT and bid for it. Find out exactly what it shows and doesn't show and throw it on the internet.

Mike

Perhaps the TSA reads Flyertalk? Well, I'm pretty sure they do, but in any case...

I got a call from Kim, who started off the call with a slow drawwwllll. She then half-joked, "Well, welcome to Homeland Security, claims division." I didn't think it was particularly funny but, later in the call, I just realized that it was simply her style, so we were cool.

She told me that my claim hadn't even been processed yet and that "six days" for a claim number is more like "36 days." There are either far more claims than I would have thought or only one or two people working in the claims department. Or both.

We ran over the details of the claim and I expressed my frustration at the need for all of the phone calls that went unreturned. She actually seemed sympathetic and mentioned that they had gotten a call from the call center (Wow, it actually worked.). She offered to pull the claim personally and enter it. She also gave me her direct line and told me she would email me after the claim had been processed.

So far, kudos to Kim and demerits to the TSA. Too bad, I was looking forward to getting one of those NoSs.

Mike

Perhaps the TSA reads Flyertalk? Well, I'm pretty sure they do, but in any case...
They were afraid that Affection might get to play with your NoS. :D

They were afraid that Affection might get to play with your NoS. :D

Heck, he'd have been my first call! ;)

Mike

Wrapping it up: I am pleased to report that the TSA, after realizing that it was dealing with someone who has nothing better to do, sent me a letter saying that they will pay my claim in full. Hmm, what can a footloose and fancy-free guy do with $30 these days?

Mike