Originally Posted by
channa
This is typical of CO customer care's responses. They're there to disclaim liability, and in my experience, they're not interested in resolving a problem, rather they're interested in explaining why the problem you just experienced isn't really a problem. Precisely what they did in your case.
I would escalate this issue, and inform them that you intend to seek damages for them damaging your luggage (and related contents), and ask them to take your complaint seriously. If you get nowhere, file a DOT complaint and/or a small claim in your local court.
My experiences with Customer Care has been the same as the OP. While I hate to do it I have found that by copying scott on my 2nd, 3rd and 4th emails to Customer Care seems to get a decent response. The initial responses from them are just like that of the ops, a canned reply where they appear not to even have read my detailed email/complaint.
I will admit though that CO has come through for me in the end, but the aggravation of the canned responses is extremely frustrating, even as a Plat/CO*.