Originally Posted by
PTahCha
How is this different from any other organization getting a ping from the media "problem solver"? This issue was compounded by the fact that the wrong tag was attached, which means that there were 2 bags that were mishandled. UA was already offering $1500 to replace the content - how is that UA not doing the right thing?
They suggested she call United. As a frequent flyer, she called the priority line – and was told to submit an online claim. Three days on, she’d heard nothing – but less than 24 hours after CNN contacted United, the airline deposited her 30,000 miles back in her account (though not the taxes that she’d spent), along with an apology “for the inconvenience you experienced on your recent trip with United.” United said in a statement: “Unfortunately, this bag was incorrectly tagged at the start of the trip which contributed to the longer delay – we’ve apologized to Ms. Shuster, reimbursed the miles used and gave her an additional travel credit to use toward a future flight. Our teams work to reconnect our customers with their baggage as quickly as possible and we regret that we could not get this bag to Denver sooner.”
Being told to submit an on line claim to recoup the miles she spent to find her own bag was bad, not hearing from UA until after CNN contacted them was worse. Not one UA employee in ORD or DEN thought “wow, this customer got screwed, we should push this up the chain to make sure we are proactive in responding?”
Originally Posted by
JimInOhio
I'm sure this wasn't the first ever bag mistagged by UA. Why couldn't they consider that possibility when the customer told them right where the AirTag was pinging?
Back when UA had a functional lost baggage recovery operation, we were flying IAD-LHR-EDI. During the LHR transfer, someone/something tore off the luggage tag from one of our bags, and it didn’t arrive at EDI. After filling out the usual form, I called the Premier Executive desk and asked for assistance. They forwarded me to the 1K Baggage desk. A very nice CSR took my info, and said call me back in 3 hours. Called her back and she told me to go back to the BMI luggage desk at EDI, ask for the supervisor, and tell him/her that the missing bag was at LHR in bin #x in room “y”. Sure enough, our bag was put on the first flight to EDI the next morning.