We gatechecked our stroller yesterday on a BOS-PHL flight. Received a text saying it didn't make the flight, but would arrive on the next one. Not sure how the heck a gatechecked stroller, left on the jetway, would fail to make it onto a flight.

Filled out a form for it to be delivered to our house. Had a joy of a time getting bags plus tired toddler home with no stroller.

Baggage services said it would arrive last night. Still has not arrived. Called again. Baggage services said it would arrive today sometime, if somebody was home to sign for it. Nobody can be home. They are incredibly unhelpful. Nobody at the "platinum desk" is able to help either. Mostly just griping here, but any ideas on how to help and/or who to complain to?

Twitter.

Thanks. Not a tweeter but this might get me to start...

We went through something similar and ended up buying a Pockit stroller that is small enough so it can be stored in the overhead bin on any airline. Has been an absolutely great product.

You call the baggage number on your bag claim receipt? They can edit the claim and authorize the stroller to be left on a porch if not home. Also, you track your bag online to see where it was last scanned yet?

Thanks. I called, and checked online as well. Stroller is sitting in Philly, will be delivered "when they are able." The not so nice lady on the phone told me I cannot authorize it to be left. I can leave a note on my door and the driver will decide if it is "safe" to leave the stroller on the porch according to my instructions, with no guarantee.

Well she is either clueless or lying because she certainly can. If it was the baggage central line I assume it's the latter. She can go in and edit the claim you made with delivery instructions adding that leaving on the porch is ok if not home. She can also request the deliverer call you on the way to drop it off so you yourself can tell them the same. I did that very thing with a bag claim I made last month as I knew I would be gone, they had no issue doing so.

If it's important enough to you I would hang up and call again, and if they try to feed you that line of BS you can mention what I told you.

Goodluck!

You can also have the stroller delivered elsewhere such as a neighbor who is always home, a local store you do a lot of business with (I am not thinking of a large supermarket) or your office.

Should not be a problem calling back and simply having the note added. It becomes your risk so don't do this if it's one of those buggies people stand in line for days for.

Thanks for this. I called again, and insisted that they could do this. Wasn't an issue with the rep I got this time...

Hopefully you get your stroller soon and you have no more issues in the future. But if you ever do have a problem again, you've gotten two good pieces of advice above in regards to dealing with AA: 1) Twitter (the Twitter team tends to be much more responsive than the phone teams) and 2) Hang Up And Call Again.

I tweeted. Got a DM saying they were looking into it and would update me. It has been about 4 hours... called again and supposedly it is "being delivered by midnight tonight". We'll see. I'm usually pretty relaxed about this sort of thing - stuff happens, and I'm pretty sure I've had a gate-checked bag wander off before - but it was no fun trying to wrangle a grumpy 2 year old and two checked bags with no stroller.

My preferred method of communication with AA these days. Good luck, OP.

Not to sidetrack the thread, but curious as I've now seen this mentioned in a few threads recently and wanted to clarify. Don't have a Twitter account, but I'd create one if I thought it would help in a case like this. But my question is, are people just submitting their issues on the public AA twitter profile, or sending direct(private) messages to the AA twitter profile regarding the issue? Clearly this will show my lack of savvy with Twitter, but are we talking something like "My stroller was lost in route to PHL, Help! #AA " or "Flight delayed, need help getting to DFW #AA " on the public page or more detailed private messages like you'd send to a traditional customer service link?

To OP: That had to be frustrating, it's difficult enough to go through the process with a stroller, I can't imagine trying to do it without! Out little guy would be riding around the conveyer belt or trying to escape down a jetbridge...

I send a direct message, not on the public feed. And tweeting AA is one of the few things I use Twitter for. I learned how to use it at the recommendation of this board. Last time I had to use it was in an IRROPs situation when the wait on the phones was 3+ hours, and I had a trip for the next morning that still hadn't been ticketed. They were able to get it pushed through.

Thanks, that makes sense. I hadn't really considered Twitter for personalized customer service requests like this, I figured it was more for generalized comments/complaints. I may have to finally join this generation and figure out how to use it.