Aug 13, 2014, 3:03 pm
Last edit by: JDiver
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (consolidated)
This is the archive of older posts for this subject. For the current thread, please see:
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (2015-onward)
Lost baggage /luggage delay, loss, damage - advice, compensation, etc. (2015-onward)
Track your bags Link
September 18, 2015:
Hello, Addressee,
AAdvantage Platinum Number:
You can now follow your checked bags from check-in to carousel with your smartphone, laptop or tablet. See real-time information about your bag's status, including when your bag is checked in, on a plane or at baggage claim. All you need is your bag tag number or your record locator.
And, if your flight has Wi-Fi onboard, you can track your bags in the air for free.
Here's how to get started:Keep track of your bags from check-in to touchdown using your record locator or bag tag number.
Hello, Addressee,
AAdvantage Platinum Number:
You can now follow your checked bags from check-in to carousel with your smartphone, laptop or tablet. See real-time information about your bag's status, including when your bag is checked in, on a plane or at baggage claim. All you need is your bag tag number or your record locator.
And, if your flight has Wi-Fi onboard, you can track your bags in the air for free.
Here's how to get started:
- Go to aa.com/baggage
- Click "Track your bags"
- Enter your last name and bag tag # or record locator
American Airlines: Delayed Baggage
:Baggage delayed less than 5 days
Phone: +1-800-535-5225
24 hours, 7 days a week
Baggage delayed longer than 5 days
See www.aa.com/bagstatus for further information.
Phone: +1-800-535-5225
24 hours, 7 days a week
Baggage delayed longer than 5 days
See www.aa.com/bagstatus for further information.
American Airlines: Delayed or missing baggage:
We do our best to ensure that your checked bag travels on the same flight with you. If your bag does not arrive on your flight, our goal is to return your bag to you within 24 hours. The measures may take longer for international itineraries due to flight frequency or Customs and Immigration procedures.
Note: These procedures apply when American Airlines or American Eagle are taking you to your final destination.
If you are unable to locate your checked bag:
Notify an American Airlines/American Eagle baggage service agent prior to leaving the airport (If you purchased the American Airlines baggage delivery service provided through BAGS VIP Luggage Delivery in advance of travel, notification must be made within 12 hours of the arrival of the flight on which you traveled.)
If your bag isn't located in five (5) days:
We do our best to ensure that your checked bag travels on the same flight with you. If your bag does not arrive on your flight, our goal is to return your bag to you within 24 hours. The measures may take longer for international itineraries due to flight frequency or Customs and Immigration procedures.
Note: These procedures apply when American Airlines or American Eagle are taking you to your final destination.
If you are unable to locate your checked bag:
Notify an American Airlines/American Eagle baggage service agent prior to leaving the airport (If you purchased the American Airlines baggage delivery service provided through BAGS VIP Luggage Delivery in advance of travel, notification must be made within 12 hours of the arrival of the flight on which you traveled.)
- You will be given a confidential file locator ID and a brochure explaining the recovery process
- Our Baggage Service desk will contact you periodically to keep you informed of our progress in locating your bag (aspirational statement)
- Refer to your confidential six-letter file locator (not your PNR) in all conversation and correspondence regarding your delayed bag
- Use your last name and confidential six-letter baggage file locator (not your PNR)to check the status of your bag.Check Baggage Status
- Central Baggage Service will take over the tracing effort
- Fill out and return a Property Questionnaire within 30 days from the date you traveled
- Available on the 6th day at www.aa.com/bagstatus.
- Mailed to your permanent address within 10 days of your travel date.
- Complete the questionnaire in its entirety including specific details such as colors, sizes, brand names and logos as well as information such as book titles, medication, electronics, gifts, souvenirs and food items
- Retain a copy for your records
Damaged baggage:
Prompt notification of a damaged bag helps us get your property to you promptly therefore all American Airlines and American Eagle airport locations are equipped to handle the initial report, evaluation and settlement of damage claims. If your bag is damaged, please notify us:
Please notify us as soon as possible. Failure to report damage to baggage within the prescribed time limit releases American Airlines and American Eagle from any liability.
Prompt notification of a damaged bag helps us get your property to you promptly therefore all American Airlines and American Eagle airport locations are equipped to handle the initial report, evaluation and settlement of damage claims. If your bag is damaged, please notify us:
- In person before leaving the airport
- At the latest, within 24 hours after you receive your bag for domestic itineraries
- Within 7 days for international itineraries
Notice regarding damage to wheels, handles, and other components of checked baggage
Baggage_Guidance_rev_11242015.pdf (link)
About this Document
In September 2015, the Office of Aviation Enforcement and Proceedings (Enforcement Office) conducted extensive inspections of U.S. and foreign air carriers’ operations at 16 U.S. airports. The Enforcement Office found, among other things, that carriers routinely exclude from liability damage to specific parts of checked baggage, such as wheels, straps, zippers, handles, and protruding parts. Carriers often post signs indicating that they categorically refuse to compensate passengers for such items. In some instances, carrier agents also discouraged or refused to accept reports of such damage.
Baggage_Guidance_rev_11242015.pdf (link)
About this Document
In September 2015, the Office of Aviation Enforcement and Proceedings (Enforcement Office) conducted extensive inspections of U.S. and foreign air carriers’ operations at 16 U.S. airports. The Enforcement Office found, among other things, that carriers routinely exclude from liability damage to specific parts of checked baggage, such as wheels, straps, zippers, handles, and protruding parts. Carriers often post signs indicating that they categorically refuse to compensate passengers for such items. In some instances, carrier agents also discouraged or refused to accept reports of such damage.
Link to aa.com Delayed Baggage; FAQ.
Link to aa.com LIABILITY LIMITATIONS regarding baggage - but see
USDOT reminder to airlines compensation is due for damaged wheels, straps, etc.
Link to aa.com DAMAGED BAGGAGE
Link to aa.com Delayed Baggage tracking form (need baggage claim file locator number to use)
American Airlines Conditions of Carriage (See BAGGAGE et seq., including Liability.)
Q. What can I do to help prevent or resolve baggage loss?
Others suggest:
- Don't place valuables in your checked baggage; such loss is generally not covered by airline policy. Some airports have higher pilferage and theft rates.
- Have two baggage tags, affixed at different points on each bag; handles do get torn off.
- Use a baggage belt: some have TSA-approved locks, and a belt may keep your bag from spilling contents if it becomes damaged. A bright color helps distinguish your bag from similar ones.
- Add a pom, ribbon or other device enabling you - and others - to distinguish your bag from similar / identical bags.
- Have identifying information and an itinerary inside your case where it will be seen if the bag is opened (which will occur if external tags are lost). Some use an itinerary tag such as this Magellan's retriever tags.
- Have a photo or two of your bags on your smartphone to show the baggage clerk exactly what your bag looks like.
- Don't use high end luggage; fancy, famous brands and fine finishes make your bag a target of thieves.
- Airline status tags mark your bag as belonging to a high value customer, but nobody's provided evidence that helps. Some have reported status tagged bags may be targeted for delays during industrial actions such as employee slowdowns or strikes.
Updated: 31 Dec 2015
ARCHIVE: Lost baggage /luggage delay, loss, damage - advice, etc. (pre-2018)
May 22, 2010, 12:02 pm
#121
formerly DNPierson1
Join Date: Sep 2008
Programs: AA EXP, UA 1K
Posts: 135
Update:
Here is the appeal I sent AA:
Dear [redacted]
I recently received notice from your office that my claim (redacted) was rejected. Apparently this was based on AA's assumption that the only contents in my bag were a tent and a sleeping bag. That wasn't the case.
The only time I was ever asked what was inside my bag was at MSY, when the agent in the baggage office requested identifying information about both the luggage and contents. I was never asked for a full list of the contents, just a couple of identifying items, and rather than try to remember which articles of clothing were inside, I provided the sleeping bag and tent, along with their coloring.
This 4700 cubic inch hiking pack was the only luggage I took on my 8 day trip to New Orleans, and thus contained all of my clothing and toiletries. Everything I purchased was necessary to sustain me in the 5 days between my arrival and the delivery of my bag, and these items were purchased with the approval and authorization of AA in the amount of 400$.
[redacted] mentioned that this dispute process can take up to 15 business days; as it has already been more than 2 months since the filing of my claim, I hope that we can resolve the issue, taking into account the above, as soon as possible.
Received this reply.
There is no question that you were inconvenienced when your luggage did not arrive when you traveled with us recently. I know your plans were disrupted.
Because the transportation of checked baggage is such an important part of our business, we do have procedures to minimize the inconvenience to our customers in the event luggage is delayed. We routinely reimburse the expense of necessary emergency purchases such as toiletriess and clothing when a legible, itemized, dated receipt is provided.
Our records indicate, however, that your only checked article was a hiker's pack with a green tent and a black sleeping bag with purple trim which was checked at the gate prior to the flight. We are unable to reimburse for the expenses you submitted during the delay of this bag.
At this point, I am pretty much irate, over both the prolonged process and the inability to listen to reason on AA's part.
1. Do they think I'm lying about what was in the pack? If I had sent in receipts for a couple of Brooks Brothers suits, I would understand their skepticism, but how can they reject the fact that I had trousers, underwear, a pair of shoes, and a couple of nice shirts in there, along with some camping stuff I was going to use late in the week? I have literally backpacked around the world for months at a time with the same baggage.
2. This is such a classic example of what's wrong with corporate culture today. I forget the statistic about how much in marketing $$$ it takes to bring in a new customer vs. retaining an old one, but this seems to be a classic case. Willing to lose an EXP over this? Come on, AA.
3. I would appreciate fellow FTers sentiment on the following: I feel like I am being singled out because I travel with a 'hiking backpack' rather than conventional wheeled luggage. Should that choice have an impact in a situation like this? Yes, I prefer to carry my belongings on my back, rather than wheel them along. That's none of AA's business.
4. Who has the burden of proof here? This obviously isn't a legal proceeding of any kind, but do you think I should have to somehow prove what was in the bag? Of course, aside from proving that the bag has capacity for said items, there's no way at this point to prove the contents.
The only chance AA has of keeping me flying their silver metal is the consistenly AWESOME customer service on board, in the admirals club, and on the EXP line. I don't want to be one of those guys who brings personal flying habits into the discussion (because of coursse my own don't apply to others), but certain pending transactions in the larger airline industry that will allow me to avoid 2 hour layovers in Dallas/Chicago are going to make ditching AA something to consider. Until this baggage nonsense happened, I wouldn't have thought twice about making a move, because I have been so happy with AA in general.
If I don't get this resolved to my satisfaction and ASAP, that will change.
Here is the appeal I sent AA:
Dear [redacted]
I recently received notice from your office that my claim (redacted) was rejected. Apparently this was based on AA's assumption that the only contents in my bag were a tent and a sleeping bag. That wasn't the case.
The only time I was ever asked what was inside my bag was at MSY, when the agent in the baggage office requested identifying information about both the luggage and contents. I was never asked for a full list of the contents, just a couple of identifying items, and rather than try to remember which articles of clothing were inside, I provided the sleeping bag and tent, along with their coloring.
This 4700 cubic inch hiking pack was the only luggage I took on my 8 day trip to New Orleans, and thus contained all of my clothing and toiletries. Everything I purchased was necessary to sustain me in the 5 days between my arrival and the delivery of my bag, and these items were purchased with the approval and authorization of AA in the amount of 400$.
[redacted] mentioned that this dispute process can take up to 15 business days; as it has already been more than 2 months since the filing of my claim, I hope that we can resolve the issue, taking into account the above, as soon as possible.
There is no question that you were inconvenienced when your luggage did not arrive when you traveled with us recently. I know your plans were disrupted.
Because the transportation of checked baggage is such an important part of our business, we do have procedures to minimize the inconvenience to our customers in the event luggage is delayed. We routinely reimburse the expense of necessary emergency purchases such as toiletriess and clothing when a legible, itemized, dated receipt is provided.
Our records indicate, however, that your only checked article was a hiker's pack with a green tent and a black sleeping bag with purple trim which was checked at the gate prior to the flight. We are unable to reimburse for the expenses you submitted during the delay of this bag.
1. Do they think I'm lying about what was in the pack? If I had sent in receipts for a couple of Brooks Brothers suits, I would understand their skepticism, but how can they reject the fact that I had trousers, underwear, a pair of shoes, and a couple of nice shirts in there, along with some camping stuff I was going to use late in the week? I have literally backpacked around the world for months at a time with the same baggage.
2. This is such a classic example of what's wrong with corporate culture today. I forget the statistic about how much in marketing $$$ it takes to bring in a new customer vs. retaining an old one, but this seems to be a classic case. Willing to lose an EXP over this? Come on, AA.
3. I would appreciate fellow FTers sentiment on the following: I feel like I am being singled out because I travel with a 'hiking backpack' rather than conventional wheeled luggage. Should that choice have an impact in a situation like this? Yes, I prefer to carry my belongings on my back, rather than wheel them along. That's none of AA's business.
4. Who has the burden of proof here? This obviously isn't a legal proceeding of any kind, but do you think I should have to somehow prove what was in the bag? Of course, aside from proving that the bag has capacity for said items, there's no way at this point to prove the contents.
The only chance AA has of keeping me flying their silver metal is the consistenly AWESOME customer service on board, in the admirals club, and on the EXP line. I don't want to be one of those guys who brings personal flying habits into the discussion (because of coursse my own don't apply to others), but certain pending transactions in the larger airline industry that will allow me to avoid 2 hour layovers in Dallas/Chicago are going to make ditching AA something to consider. Until this baggage nonsense happened, I wouldn't have thought twice about making a move, because I have been so happy with AA in general.
If I don't get this resolved to my satisfaction and ASAP, that will change.
Last edited by dp555; May 22, 2010 at 12:17 pm Reason: so that's how quotes work on FT =)
May 22, 2010, 12:14 pm
#122
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
You are not being singled out, IMO, DNPierson1 - many passengers are reamed, steamed and dry cleaned by the airlines every day on luggage-related issues. You should have been told when you reported to make as full a report as possible, yet even then they will cover used value, not replace with new stuff value, etc. etc.
It's always easy to personalize issues like this - "it's about the backpack and what it symbolizes, isn't it?" but in most instances airlines do not care who they give short shrift to - whether you travel with a backpack or Tumi, they will often take the elevator and give you the shaft, and take their own time doing it. Status, high fares and infrequent claims can make a difference, I suspect, but if we violate a term or condition, we get hurt, if they do they do so with impunity in most instances.
All you have to do to find out how cushy the airlines have made it for themselves is to read, comprehensively, their conditions of carriage, their "customer service plan" and the governing language (Wikipedia lists Warsaw, Montreal and other international conventions the governments of the world allowed the airlines to write themselves - just don;t read them if you get depressed or angry easily.)
Try your next communication with a brief summary of what has happened to date, any case numbers (the above seems like a PNR - PNRs recycle, and are not useful to refer to flight records in the long run) and copy the DOT.
It's always easy to personalize issues like this - "it's about the backpack and what it symbolizes, isn't it?" but in most instances airlines do not care who they give short shrift to - whether you travel with a backpack or Tumi, they will often take the elevator and give you the shaft, and take their own time doing it. Status, high fares and infrequent claims can make a difference, I suspect, but if we violate a term or condition, we get hurt, if they do they do so with impunity in most instances.
All you have to do to find out how cushy the airlines have made it for themselves is to read, comprehensively, their conditions of carriage, their "customer service plan" and the governing language (Wikipedia lists Warsaw, Montreal and other international conventions the governments of the world allowed the airlines to write themselves - just don;t read them if you get depressed or angry easily.)
Try your next communication with a brief summary of what has happened to date, any case numbers (the above seems like a PNR - PNRs recycle, and are not useful to refer to flight records in the long run) and copy the DOT.
May 22, 2010, 12:40 pm
#123
formerly DNPierson1
Join Date: Sep 2008
Programs: AA EXP, UA 1K
Posts: 135
The agents made the claims process seem so simple and easy when they authorized the 400 dollars...never would have thought it could become such a hassle.
May 24, 2010, 7:05 am
#124
Join Date: Mar 2004
Location: OKC/DFW
Programs: AA EXP/2 MM
Posts: 9,999
3. I would appreciate fellow FTers sentiment on the following: I feel like I am being singled out because I travel with a 'hiking backpack' rather than conventional wheeled luggage. Should that choice have an impact in a situation like this? Yes, I prefer to carry my belongings on my back, rather than wheel them along. That's none of AA's business.
There are numerous reports on FT that show that those who respond to inquiries/complaints/claims don't seem to actually read them. I thought your recent note to AA was perfectly clear, but apparently it wasn't. Have you tried a phone call? I can't remember the chain of events over the past several months, but wIth hope, you could clear up the misunderstanding (on their part) while speaking live to someone.
Fwiw I feel your pain and I would be very annoyed were I you. As I noted much earlier in this thread, I have frequently been asked for a few identifying items when luggage is lost. I don't ever recall being asked to list the entire contents during the initial report.
Also fwiw, my only concern regarding your claim is that I am very surprised that $400 in expenditures was authorized. I am NOT saying that it didn't happen as you described, I just think the agent who did so may have overstepped a bit. Ime approval is typically for $50 - $75, at least initially.
May 24, 2010, 7:41 am
#125
Join Date: Jul 2004
Posts: 161
You only have to ask nicely in writing once how much you want and why. Often they don't listen, even when you are clearly correct. There seems to be a genuine attempt to wear you down. But you don't have to play that game, or waste your time.
If a small claims court with jurisdiction is convenient to you, sue them. I think this is the cheapest and easiest way to get customer service out of AA with baggage issues. When I did it, AA sent a lawyer who read on the spot the letter I sent AA asking for compensation and settled for the whole amount I requested. It took less time then two phone calls.
If a small claims court with jurisdiction is convenient to you, sue them. I think this is the cheapest and easiest way to get customer service out of AA with baggage issues. When I did it, AA sent a lawyer who read on the spot the letter I sent AA asking for compensation and settled for the whole amount I requested. It took less time then two phone calls.
May 24, 2010, 8:04 am
#126
Join Date: Jan 2008
Location: Rio de Janeiro, Miami, Nice
Programs: Marriott Titanium, AA Concierge Key, Delta, United, Emorates, and others
Posts: 4,694
I have not had a delayed or lost bag in the last year. I had four delayed bags the year before and AA paid local compensation and then delivered the bags to me within 24 hours. Zero complaints on my part, excellent service.
Two years ago on AA to LHR, BA to HAM my bag was late. BA gave me Euro 125 compensation on the spot, enough to buy underwear and a shirt. The bag arrived a day late, damaged and with several expensive items missing. BA paid another Euro 250 and took me to a baggage room, asking me to take any one I wanted to to replace my bag. On balance no complaints.
Baggage handling globally, in my experience, seems to be improving. I hoep it is not temporary or a statistical anomaly. I really do not like having baggage claim people know me by name.
My changes. I put ribboms, sticker and gaudy FT luggage tags on my bags. Lots of them!! Does it help? I don't know but I haven't lost any bags since I started that process.
Two years ago on AA to LHR, BA to HAM my bag was late. BA gave me Euro 125 compensation on the spot, enough to buy underwear and a shirt. The bag arrived a day late, damaged and with several expensive items missing. BA paid another Euro 250 and took me to a baggage room, asking me to take any one I wanted to to replace my bag. On balance no complaints.
Baggage handling globally, in my experience, seems to be improving. I hoep it is not temporary or a statistical anomaly. I really do not like having baggage claim people know me by name.
My changes. I put ribboms, sticker and gaudy FT luggage tags on my bags. Lots of them!! Does it help? I don't know but I haven't lost any bags since I started that process.
May 24, 2010, 12:23 pm
#127
formerly DNPierson1
Join Date: Sep 2008
Programs: AA EXP, UA 1K
Posts: 135
I understand your frustration, but I agree with JDiver that you are not being singled out because of the type of luggage you are carrying.
There are numerous reports on FT that show that those who respond to inquiries/complaints/claims don't seem to actually read them. I thought your recent note to AA was perfectly clear, but apparently it wasn't. Have you tried a phone call? I can't remember the chain of events over the past several months, but wIth hope, you could clear up the misunderstanding (on their part) while speaking live to someone.
Fwiw I feel your pain and I would be very annoyed were I you. As I noted much earlier in this thread, I have frequently been asked for a few identifying items when luggage is lost. I don't ever recall being asked to list the entire contents during the initial report.
Also fwiw, my only concern regarding your claim is that I am very surprised that $400 in expenditures was authorized. I am NOT saying that it didn't happen as you described, I just think the agent who did so may have overstepped a bit. Ime approval is typically for $50 - $75, at least initially.
There are numerous reports on FT that show that those who respond to inquiries/complaints/claims don't seem to actually read them. I thought your recent note to AA was perfectly clear, but apparently it wasn't. Have you tried a phone call? I can't remember the chain of events over the past several months, but wIth hope, you could clear up the misunderstanding (on their part) while speaking live to someone.
Fwiw I feel your pain and I would be very annoyed were I you. As I noted much earlier in this thread, I have frequently been asked for a few identifying items when luggage is lost. I don't ever recall being asked to list the entire contents during the initial report.
Also fwiw, my only concern regarding your claim is that I am very surprised that $400 in expenditures was authorized. I am NOT saying that it didn't happen as you described, I just think the agent who did so may have overstepped a bit. Ime approval is typically for $50 - $75, at least initially.
The first day, they asked me how much money I wanted...figured a couple days clothing would cost around 250, and they authorized that amount. After 4 days, i asked for an unspecified amount, and they upped it to 400$.
May 24, 2010, 12:24 pm
#128
formerly DNPierson1
Join Date: Sep 2008
Programs: AA EXP, UA 1K
Posts: 135
You only have to ask nicely in writing once how much you want and why. Often they don't listen, even when you are clearly correct. There seems to be a genuine attempt to wear you down. But you don't have to play that game, or waste your time.
If a small claims court with jurisdiction is convenient to you, sue them. I think this is the cheapest and easiest way to get customer service out of AA with baggage issues. When I did it, AA sent a lawyer who read on the spot the letter I sent AA asking for compensation and settled for the whole amount I requested. It took less time then two phone calls.
If a small claims court with jurisdiction is convenient to you, sue them. I think this is the cheapest and easiest way to get customer service out of AA with baggage issues. When I did it, AA sent a lawyer who read on the spot the letter I sent AA asking for compensation and settled for the whole amount I requested. It took less time then two phone calls.
May 24, 2010, 3:16 pm
#129
formerly DNPierson1
Join Date: Sep 2008
Programs: AA EXP, UA 1K
Posts: 135
Response to appeal rejection
Here's my response. I decided to reference the DOT, rather than threatening to take it small claims court...that can come later if I don't get resolution.
Dear [redacted],
I am in receipt of your April 14 letter detailing the response to my appeal (delivered last week).
Based on this letter, it would seem that you didn't read my appeal. The paragraph I refer to is copied below:
As I mentioned in the appeal, the bag held clothing and toiletries in addition to the contents listed above. The baggage agent as MSY asked me for two items that would help to identify the bag, not a full list of the articles inside. I cannot say this any more clearly.
I asked for (and was authorized) 400 dollars to purchase clothing as I waited 5 days for my bag, with only the articles I was wearing on my back. I sent in receipts, as instructed, that were dated and itemized; one store could only provide general descriptions of invoices, so I had the sales representative initial the purchase; if you have a problem with this, I suggest you contact the store to verify that this is the way they do their invoicing.
I have attached a picture of my luggage, along with the two items that the MSY agent asked me to list as identification. Clearly, the luggage has more than enough capacity to fit these listed items, along with all the clothing I would need for my vacation (for which I purchased replacements with the authorized 400 dollars).
If I am not sent a check for the authorized amount, my next correspondence will be with the Department of Transportation's Aviation Consumer Protection Division. As a top-tier, Executive Platinum loyal AA flier spending thousands of dollars each year on tickets, Admiral Club membership, etc, I am shocked that I would even have to contemplate this action.
If you have any questions about the above, I ask that you call me at [redacted] to ask for an explanation, in hopes of avoiding the month-long turnaround time our correspondence schedule has followed thus far.
Best regards,
DNPierson1
I am in receipt of your April 14 letter detailing the response to my appeal (delivered last week).
Based on this letter, it would seem that you didn't read my appeal. The paragraph I refer to is copied below:
Our records indicate, however, that your only checked bag was a hiker's pack with a green tent and a black sleeping bag with purple trim, which was checked at the gate prior to the flight. We are unable to reimburse for the expenses you submitted during the delay of this bag.
I asked for (and was authorized) 400 dollars to purchase clothing as I waited 5 days for my bag, with only the articles I was wearing on my back. I sent in receipts, as instructed, that were dated and itemized; one store could only provide general descriptions of invoices, so I had the sales representative initial the purchase; if you have a problem with this, I suggest you contact the store to verify that this is the way they do their invoicing.
I have attached a picture of my luggage, along with the two items that the MSY agent asked me to list as identification. Clearly, the luggage has more than enough capacity to fit these listed items, along with all the clothing I would need for my vacation (for which I purchased replacements with the authorized 400 dollars).
If I am not sent a check for the authorized amount, my next correspondence will be with the Department of Transportation's Aviation Consumer Protection Division. As a top-tier, Executive Platinum loyal AA flier spending thousands of dollars each year on tickets, Admiral Club membership, etc, I am shocked that I would even have to contemplate this action.
If you have any questions about the above, I ask that you call me at [redacted] to ask for an explanation, in hopes of avoiding the month-long turnaround time our correspondence schedule has followed thus far.
Best regards,
DNPierson1
May 24, 2010, 7:43 pm
#130
Join Date: Jul 2004
Posts: 161
In some places the airport may not be in or have any offices in the town proper and you may have to sue in whatever municipality it is located, which may or may not be more convenient.
May 25, 2010, 11:25 am
#131
formerly DNPierson1
Join Date: Sep 2008
Programs: AA EXP, UA 1K
Posts: 135
You can always sue. It is just a matter of how convenient it is for you. In NY you can sue at a courthouse if the business you are suing has a place of business in that city/town. Since LGA, JFK, and AA's ticket office are in NYC proper, and because I walk past the courthouse on my way to work it is very easy to pop in and sue. If I lived out in the burbs I might have more patience to send letters and beg.
In some places the airport may not be in or have any offices in the town proper and you may have to sue in whatever municipality it is located, which may or may not be more convenient.
In some places the airport may not be in or have any offices in the town proper and you may have to sue in whatever municipality it is located, which may or may not be more convenient.
Jun 4, 2010, 10:55 am
#132
Join Date: Jun 2009
Programs: AA Gold, Hyatt Plat, SPG Gold, Hilton Gold, IHG Plat, Carlson Gold
Posts: 246
Missing Luggage – OW Award
Looking for suggestions on things I might have missed. The situation is as follows.
Travel on June 3rd.
Original routing LEX-DFW-IAD-MAD.
LEX-DFW-IAD on AA
IAD-MAD on IB
OW award tickets with AA miles in business
When we arrive to LEX, we were told by AA agent that due to a mechanical issue our original LEX-DFW flight would not get into IAD in time for flight. So they put us on LEX-CLT-IAD on USairways.
Due to thunderstorms around IAD on June 3rd the USAirways flight arrived at IAD barely in time for us to make the IB IAD-MAD.
Our luggage did NOT make it. My guess is that it went missing in IAD in the handoff from USAirways (I know, bad idea in retrospect but AA had gone mechanical on our first flight).
We filed a report with IB and no news yet.
The next IAD-MAD on IB is NOT until the 6th or 7th of June. I requested that IB get the luggage to us as soon as possible (perhaps sending it to DFW via AA to get it to MAD) but no news yet.
No news as of 5-6 hours after filing the missing luggage report with IB in MAD.
Questions.
1. Anything else I might do?
2. Would AA be able to provide any help? (I don't have status).
Thanks…
p.s. The IB flight was nice and we're still going to have a good time. The backup carry-on bag is coming in handy now. Still more than two sets of clothes would be nice.
Travel on June 3rd.
Original routing LEX-DFW-IAD-MAD.
LEX-DFW-IAD on AA
IAD-MAD on IB
OW award tickets with AA miles in business
When we arrive to LEX, we were told by AA agent that due to a mechanical issue our original LEX-DFW flight would not get into IAD in time for flight. So they put us on LEX-CLT-IAD on USairways.
Due to thunderstorms around IAD on June 3rd the USAirways flight arrived at IAD barely in time for us to make the IB IAD-MAD.
Our luggage did NOT make it. My guess is that it went missing in IAD in the handoff from USAirways (I know, bad idea in retrospect but AA had gone mechanical on our first flight).
We filed a report with IB and no news yet.
The next IAD-MAD on IB is NOT until the 6th or 7th of June. I requested that IB get the luggage to us as soon as possible (perhaps sending it to DFW via AA to get it to MAD) but no news yet.
No news as of 5-6 hours after filing the missing luggage report with IB in MAD.
Questions.
1. Anything else I might do?
2. Would AA be able to provide any help? (I don't have status).
Thanks…
p.s. The IB flight was nice and we're still going to have a good time. The backup carry-on bag is coming in handy now. Still more than two sets of clothes would be nice.
Jun 4, 2010, 1:16 pm
#133
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
Jun 8, 2010, 7:07 am
#134
formerly DNPierson1
Join Date: Sep 2008
Programs: AA EXP, UA 1K
Posts: 135
Happy to report that after my second appeal, AA finally sent me a check for the full amount requested.
Jun 8, 2010, 9:05 am
#135
Join Date: Nov 2006
Programs: AA EXP, 1 MM, AC, HH Diamond, Marriott Silver, Hertz 5*
Posts: 4,010
It was a frustrating situation, I'm sure, but maybe someone finally took a few seconds and read the letter. Or maybe they didn't want to deal with the DOT and figured that was the easiest route.
