Originally Posted by
halls120
Right - UA in ORD won't go and look for the customer's bag even though the customer tells UA where the bag is located. Their response is "submit a claim and we will reimburse you." Customer decides to go find her bag, finds it, brings it back home, and UA's response is "you should have stayed home and submitted a claim?" In what PR universe is that a good look for United? Had UA been proactive, we would have never heard about this incident, unless the customer chose to make it a good news story. But because UA hid behind its stovepiped business model, they once again look bad.
I guess when your motto is "going for good," that's acceptable. Why do anything above and beyond the bare minimum?
Do you think ORD, a major hub for UA, only has a handful of bags for them to stop everything and search for her bag, while a line of customers is forming filing new reports? I can see that in an outstation, but not a major hub. That's why the process takes time. The woman took the matter into her own hands to shortcut the process. Her friend in Chicago could have done the same after he comes back from his vacation, but she could not wait. This does not mean UA failed in their process. The baggage agent has no authority to issue 30,000 miles on the spot - would 5,000 be enough, or is that another failure on UA's part for not being proactive?