JDiver

I think a call to AA would be in order to find out if they will deal with TUMI or if you will have to take the luggage to AA for their repair station to fix it.

In the meantime, the thread will be merged with the main luggage thread.

AA Damaged Luggage page.

Baggage Damage FAQ

Baggage Liability

You can try to call the AA Baggage Customer Service Desk (24 hours) at 1-800-535-5225, but in the end, you may have to take your inquiry to the airport.

"If you have a problem or require additional assistance with damaged baggage, please contact our Airport personnel. See our airport information page for counter hours."

videomaker

The one time AA smashed my brand-new gear case (looked like it was dropped from about 15 feet), the issue was, indeed, handled by the local airport folks.

First, they asked if it could be sent back to the manufacturer for repair or what it would take to make it right. Since it was new, I asked them to replace it, sent them the receipt and they promptly sent me a check.

So at least in my case, it was handled through the local counter folks and I had no contact with their system baggage desk.

Agrolingua

I did show it to the one person at the counter when I arrived. I mentioned that it was expensive luggage and he mumbled something that they would not replace it. (I am OK if they fix it to original condition) But, he did admit that they did something bad to the suitcase. (not him personally, of course) He gave me the little form and told me to bring the suitcase back and they would repair it. I would be very happy if they let me send it to TUMI for repair. I am trying to think of an option to make this happen. As I think about it perhaps when I take the suitcase back I ought to ask for the Manager and suggest to him that this is what it would take to make it right.

Any other suggestions to help me get what I want?

By the way, I just have regular AAdvantage. But, I have a lot of mile though.

The _Banking_Scot

Hi,

I flew SJU-MIA-LAX-SFO today ( in business/first)

I was on the AA 277 ( 763)from MIA-LAX due to leave at 325pm but delayed boarding and departure was 30min late ( a/c came in from CDG according ot the gate agent)

The plane was due to arrive at LAX at 6pm with the LAX-SFO flight at 7pm but we actually arrived at 630pm.

LAX was small enough so that I got to the gate for SFO at 635 and we pushed back around 5mins early.

We got to SFO only to find -no bags! inc all my clothes ( I did have a spare tshirt in my carry on)

I reported it to AA baggage services who said a lot of bags did not make the SFO flight but it would be delivered to the hotel tomorrow morning- I am leaving on the VS flight back to LHR tomorrow afternoon.

I did get a overnight kit from AA baggage services and authorised to submit claims up to $100 so when I got to the Hilton SFO i got a taxi to the Target @930pm and bought socks,tshirts and underwear

Hope the bags get delivered before I leave back to LHR tomorrow.

First time this has happened to me on AA

Regards

TBS

JJeffrey

It's always frustrating when bags don't make it, but with what turned out to be a 30 min connection it shouldn't be a surprise. At least in this case you know why they didn't make it, where they are, and when they should be delivered.

If it were me, I'd be tempted to hop on the Hilton shuttle in the morning back to SFO to be waiting at the baggage carousel when the early LAX flight arrives.

The _Banking_Scot

Hi JJeffrey,

Thanks for that.

I have had an effective 30min connection at LAX before with the bags making it ( but not off a full 767 which will not help naturally).

I will contact aa before heading to the airport at noon for my VS flight to advise them to get the bags sent back to the UK.


Regards

TBS

The _Banking_Scot

Hi,

As way of an update, as it was a cloudless sunny day in SFO yesterday I went to Fishermans Wharf , hired a bike and cycled to the foot of the golden Gate Bridge ( with a hotel check out time of 1pm and a 455pm VS flight I did not have time to cycle across the bridge) and coming back it seemed that half of San Francisco had hired bikes also.

Anyway by the time I got back to the hotel at 1240 pm the bags had been delivered by courier so everything was ok in the end
Regards

TBS

JDiver

TBS, thanks for the update - and it looks like yo have escaped the nasty weather coming!

Agro, I'd contact Tumi and get an estimate prior to returning to the AA counter. (BTW, what's Tumi's warranty like? I know my Stahlsac dive bags are unconditionally warranted - I ship 'em back, they fix or replace; it worked that way when PX tore the fabric, bent the axle and planed the wheels flat on one side.)

dp555

In my year of nearly exclusive AA/OneWorld flying, in general I've been blown away by the level of service across the board, from gate agents to flight attendants to EXP desk staff.

However, for the past two months I have been very disappointed in my efforts to claim compensation for a delayed bag. I've laid out my story below---any tips or advice would be appreciated.

Flew DEN-DFW-MSY Feb 15th for Mardi Gras. AAngel in the AC in DEN did an unbelievable job getting me on a flight to MSY (this was when DFW got 6 inches of snow paralyzing everything), but had to gate-check my carryon.

When I got to MSY, no bag. The agent at MSY asked me for identifying factors/items in the bag, so I told her it was a red hiking pack with a tent and sleeping bag inside.

Called AA for authorization to purchase essentials while bag was in limbo---was authorized 150, later bumped up to 400 when it took bag 5 days to arrive.

Submitted my claim on Feb 22, and after chasing central baggage for two months, finally received a resolution...telling me that my claim had been rejected, because I listed a tent and sleeping bag as the contents, while I had sent in receipts for clothing and toiletries.

Does AA think I traveled to Mardi Gras for 10 days with only the clothes on my back? Very frustrated to still be dealing with this after more than two months...

My CSR told me to submit a dispute, which will "typically" be answered within 15 business days---according to my dealings with her so far, this is code for me having to email her in three weeks, and her then replying that they are backed up and need more time.

Any advice on who to call?

Garp

On a recent trip I had a couple of items removed from my bag somewhere between MEX and LGA. It sounds like i am better of just writing it off as a $150 loss rather than trying to fight the AA system. I've already had a couple of pretty frustrating experiences just trying to file an initial claim.

gemac

AA thinks that when they ask you to submit a list of the contents of the bag, you will submit a list of the contents of the bag. AA does not know you or your personal hygiene habits.

oklAAhoma

The OP would have been asked to list a few items to help identify the bag. For AA to then deny the claim because only a few unique items were initially mentioned is a bit unreasonable on AA's part, imo.

To the OP: It is unfortunate that your claim is being handled in this manner, but don't abandon hope yet. I don't have a suggestion for a specific person to contact, but I think you'll be okay when you contest the decision, if you make sure you clearly explain why only the tent and sleeping bag were mentioned originally.

(In a perfect world, this would have been clear to them without an explanation, but I am beginning to realize life is not always fair. )

dp555

They didn't ask me to submit a list of the contents; they asked me for a couple of identifying items. I told the agent there was camping gear inside because it was more easily identified than any article of clothing I could have mentioned.

I'm mostly frustrated by the process; I have constantly had to be pro-active to receive an answer, and it seems like they are almost drawing out the process hoping I will drop it. This morning, I received this email:

Throughout, it's been "next week", we're "backlogged", etc. etc.

oklAAhoma

Your frustration is understandable, but I doubt that AA is intentionally giving you the runaround, no matter how much it must seem that way.

Good luck.

IntFF

I am missing a suitcase, and learned a-lot talking to AA/Baggage Service.

I flew 4/26 on AA: MSY=>MIA=>MAD (arriving MAD 4/27) and continued 4/27 on LY to TLV. I checked in at MSY 2 bags.
LY security match people with bags. So- before boarding flight MAD=>TLV I learned that only 1 of my 2 bags arrived to MAD (or actually, to the LY flight).

On arrival to TLV 4/27 eve I filed w/LY abt missing bag. The good thing: Seems that LY the last carrier is responsible, even if bag lost by AA in the U.S. So- this is like no-fault car insurance... great idea!

On 4/28 I called AA Baggage Service (via Plat desk), to see if they know where is my bag that did not arrive to MAD. I was told that my bag (per its tag number) is NOT in the system. A supervisor explained: a bag is being tracked by AA only!! at initial checkin and final destination, not at connecting airport/s when it is "under the airport, handled by the airport/s baggage operation/s".

Therefore, my bag (w/final destination not an AA destination) disappeared from AA tracking the minute it was checked in, even that it had to do 2 flights with AA.
And they cant tell me if my bag is still at MSY, or maybe MIA, or maybe delivered to MAD (w/me or next day).
This is what I call: next to none tracking capability.

The good news: Bag delivered 4/29. So, "under the airports baggage operations" do work .