I just want to quickly post about a very good response I recently got after writing a letter complaining about bad service that my family received.

In short, our luggage was left in LAS late one Friday night while we were flying to Colorado for a Saturday wedding. At Denver airport we were told that it would be delivered to our hotel in Ft. Collins (2 hours away) by 5pm, which would have been after the wedding. So instead, we were told that if we got a room near the airport, we could pick up the luggage ourselves in the morning. We were assured that it would be put on the first flight of the day, arriving by 11am, so we got a hotel room and waited for a call in the morning.

Well, in the morning we were not called, so we called them around 11:30 (the baggage people at the airport)and of course they had no idea what we were talking about, but checked and were pleased to inform us that our baggage would be arriving on a flight around 2pm.

Now the wedding was at 4pm, 2 hours away, and we weren't really sure where. Additionally we felt there was a good chance that our stuff might not arrive on this 2pm flight, so at this point (around 11am) we decided to forget the baggage, drive to Ft Collins, buy all new stuff, and try to make the wedding. In the end we did make it, but missed the first part of the ceremony.

So I outlined all this in a letter to Mr. Parker, pointing out that there were 3 non-stop flights on other airlines that arrived before 11am, and one America West connecting flight that arrived about noon, all of which would have allowed sufficient time for us, but that the luggage was held until the first America West non-stop of the day. I included all of our receipts for the clothes, shoes, makeup, etc that we bought for the wedding, and the hotel receipt, and asked to be reimbursed, of course willing to mail in all of the stuff we had bought.

I was quite sure that we would be sent flight coupons or something similar, and I was ready to fight hard for what I wanted, but 3 weeks later I got a letter from the CEO's office saying that my letter was being sent to the claims dept, and about 2 weeks after that I got a check for exactly what I had asked for.

This had been our first ever flight on America West, and after the trip we had sworn to never fly them again, but seeing how they handled this, we have definitely changed our minds.




[This message has been edited by gordonlee33 (edited 05-20-2003).]