I sent feedback/complaint online after experiencing a 2 day delay in my baggage arriving, after a flight cancellation and rebook in Houston. Although I had over 5 hours sit time in Houston, and was on a paid F ticket with my baggage tagged as 'Priority/First', it seems the baggage was not re-tagged in IAH and therefore didn't catch up for a couple of days.

When it arrived, it was damaged/contents inside also damaged. The feedback mentioned my disappointment with the length of the delay. I also expressed concern that I had to wait over an hour and a half for someone to even turn up to man the desk at baggage services on arrival, and that this was an 11pm arrival - so I was kept waiting until well after midnight before someone took the delayed baggage report.

Given that the damage as a separate issue did not become evident until I actually got the baggage delivered to us a full 2 days after landing at our destination, I thought the following response from CO was quite hilarious:

"Thank you for your email. I apologize for the problems you experienced. Per the Contract of Carriage, the damage to your luggage must be reported to the airport of arrival or our central baggage office within 4 hours of arrival for domestic US flights. As we cannot see the bag nor evaluate the damage the airport has final authority in these matters. Because a damaged baggage claim was not filed at the airport, I regret that they will not be able to reimburse you for the damage to your bag. Regards, XXX, Baggage Claim Specialist"

This was the response in it's entirety. Aside from the ridiculous '4 hours after arrival' comment given I didn't get the baggage for 2 days, there was no acknowledgment or address to the other points raised.

Thanks for reading my feedback / complaint so thoroughly CO. Nice to see you take care of your F customers so well!!