Damaged Bag
 

I am a Continental GOLD Elite member. Continental damaged my bag from on a recent flight from Houston to Newark. The flight landed late after midnight after a 30 minute delay at Houston. The baggage claims desk at the airport was closed by then. Anyway - Got home at 2 AM in the morning after a carousel change screw up by Continental. When I called Continental ELITE DESK the next day to report the damage, they acted like they were doing me a favor taking my damage claim.
They made me drive all the way back to the airport for them to examine the bag damage. The airport is over an hour from where I live. I asked them to have the bag examined at a local authorized luggage store (something I have had done before as an ELITE member) - but they refused. When I asked them for reimbursement for gas, tolls (or mileage) and parking at the airport, they refused stating that it is their policy to have the bag examined at the airport only and that it also their policy not to reimburse for the trip to the airport either. This makes no sense to me. This smells of a scam by Continental - they are hoping that folks wont make the trip to the airport and they wont have to deal with the problem. They damage my bag to begin with and then they put the burden on me to take it all the way back to the airport. Guilty until proven innocent is the Continental motto. Comments?

What kind of damage is it? Remember, if they broke something off it's considered 'normal wear and tear'. Short of nearly destroying the bag, they are not going to compensate.

Is that a disagreement? If so, how do you disagree?

I just went through yet another issue over the past week where I had to deal with a CO-inflicted problem where they refused to take ownership and resolve through multiple contacts. Only once I stopped being diplomatic with them and starting being very forceful, insisting that they are at fault and I would not accept any further buck-passing or wasting my time with this, was I able to gain some traction to get the issue resolved.

This is the third such item in the past year where I've had to deal with them in an excessively forceful manner for the nature of the issue, much like I may be forced to in a dispute with shady industry, such as an insurance company. Other carriers, we just discuss diplomatically, figure out a resolution, and move on, even for more difficult or serious issues. This issue with CO was simple, obvious, and well documented, so it shouldn't have taken the level of effort or resulted in the finger pointing that it did. Then again, if the employees believe they can do no wrong, then that's the service we get.

The notion of CO being always right is a very noticeable aspect of CO's culture.

It is CO's policy to have the local station examine the bag for damage. Most damage is considered normal wear and tear. We don't cover broken wheels, broken handles or straps, minor tears to the seams or dirt.

What you might consider damage isn't damage to CO. We will always take a courtesy claim but this doesn't mean that we will cover the damage. Some people need an 'official' claim to submit to their insurance company.

Right, and given that this is an Elite customer who arrived already late, and the bag office was closed, perhaps a different way of settling the matter would have been in order. Unless there was a history of bag damage claims on the OP's account, would it have killed CO to give the OP the benefit of the doubt and possibly tossed some miles our voucher his way to make him happy and not have to deal with this at all?

Why make the OP drive back to the airport to follow some rigid process given the circumstance? CO is already saving money by not staffing the bag office for their delayed flight.

At this point, there is no likely positive outcome -- he wastes time and money for gas/tolls/parking, even if they approve the claim it may be replaced with a bag not to his satisfaction. If they reject it, he just wasted more time because of CO's lack of staffing. Either way he's wasted time and money.

The chance of CO satisfying this customer is extremely low at this point, so from a CS standpoint, it's a lose-lose the way it was handled.

This i agree with.

At the minimum, CO should have had the baggage office staffed at least until the last bag came out.

I find it strange that CO didn't have someone available in the Baggage Service office, as I believe that EWR has a 24 hour shift for the baggage people.

There is a way that the OP could have filed a damage claim via BRC and it is too bad that the Elite Line did not refer him to this office. They can take the information via his PNR and send it to EWR's BS office. The customer still has to bring the bag in for inspection and resolution since the perception of damage varies from person to person. You do have 14 days after filing your claim to return to the BS office.

Did you know the bag was damaged before you left EWR that day? There are always CO personnel at EWR 24h so how could there not be someone to report the damage to, even if baggage desk is closed? Besides at EWR IIRC, it is not the baggage desk that processses damage to baggage but the customer service desk.

If though you either did not notice the damage till you got home, or you decided to go home anyway because it was late, then maybe it is not realistic to expect CO to transport you back to EWR for baggage inspection. It is also not realistic that they have you go to a baggage repair shop as the repair person does not work for CO and cannot evaluate the damage, ascertain whether it is covered, and issue you with a repair voucher. It is certainly not realistic either that they accept and process the claim over the phone without seeing the baggage. If so I have quite a few old bags I would have them fix or replace.

I am not certain also what being a GOLD elite has to do with anything here or do you suggest silver or non-elites are less entitled to have their baggage repaired if damaged?

It's an expression of your inability or unwillingness to add anything productive to this thread.

The OP asked for advice on what to do. He didn't ask you to repeat your same tired mantra.

Your constant belittling of CO probably hurts new posters who truly believe that your rants reflect reality. I know if I was new, never dealt with CO before, and read your drivel, I would probably give up and not pursue a resolution.

Thank god I know that most times CO will resolve issues to my satisfaction.

Amen ! Touche ! Well said !

What type of damage did your bag have?

Your policy is BROKEN. Period. You damage my bag and then put me through the ringer to make me prove that you damaged my bag? Nice !
And BTW - I KNOW the difference between normal wear and tear and REAL Damage. I am a GOLD Elite member with over 300,000 miles on CO.
Hey CO - I am sure you have insurance policies in place that cover the repair and replacement of the bags. So just extend the policy to include reimbursement of gas, tolls and airport parking - if it is your "policy" to have passengers come to an airport to have the bag examined for damage - because it is YOU (CO) that does not trust the passengers claim.
BTW just as an analogy (and I know it is not quite an exact analogy) - if a vendor ships me a damaged product - THEY (in almost all cases) pay for shipping to replace the defective/damaged product. They dont pass that on to the customer.

Bingo !

What is BRC? Elite Line - never referred me to this office.

I am sorry that you are angry and that you could not find someone the night you arrived to discuss this issue with.

Many people believe they know what damage is but yet I have to point out that there are things we do not cover. Yes, we have replacement bags or can offer you a ETC for the damage or actual replacement cost but all of these things need to be done in person.

What was the damage to your bag?

Just because you don't agree with it does not make it unproductive. I have basis for my opinion through multiple years as CO Elite. You have basis for yours, and you are free to offer or discuss your position as well. After all, this is a discussion board.


The OP asked for comments. He said, "Guilty until proven innocent is the Continental motto. Comments?"

I essentially agreed with this and said it's par for the course with CO. My experience with CO is pretty much in line with this posting.


It may, or it may save them unnecessary agony. If a company is going to be chintzy and waste your time, and someone with multiple years of Elite experience can reaffirm that for you, then they may realize they could be better off not bothering with the situation. It's up to them.

If you disagree, feel free to post your counter opinions, example, or whatever you'd like. If CO was receptive to handling a similar such situation for you in a simple manner to your satisfaction, by all means, post about it, and how you got it done. It'll certainly help the OP, other posters, and me (the next time CO tries to give me the shaft or runaround, I'd love to know the secret password).

I wish I had that comfort level with CO. Unfortunately, the fiery hoops they've put in my way to resolve issues have been excessive, and I cannot say I have the same level of faith in them. That's not to say they won't make it right in the end -- they just have a history of not making it easy on me to get to that end, which is why I don't partake in the CO lovefest that so often permeates this board.

BRC is Baggage Resolution Center, manned 24 hours a day in IAH, to answer questions, research the location of your lost bag and to authorize monies spent to replace items due to delayed bags.

You still have not told us what damage your bag suffered.

I still cannot understand the relevance of being a GOLD elite and travelling 300,000 miles. Are you saying non-elites and silvers are less entitled to baggage repairs, or maybe that if you were a platinum and flown 2 million miles you would have been treated better?

Several points.

1. Continental's flight was delayed by over 30 minutes.
2. Flight landed well after midnight
3. Continental did a switch-aroo on the Carousel after passengers had been waiting at the originally designated carousel for over 10 minutes.
4. I had an infant and a 13 year with me
5. The baggage desk was NOT open at 12:30 AM - so you are misinformed.
6. At EWR it is indeed Baggage desk who handles this and NOT Customer Service - so you are misinformed. AGAIN.
7. I did not notice the damage at 12:30 AM. Correct. I had 2 children who were very tired at 1 AM. Do you have children? Doesn't sound like it.
8. I have in the past taken my Samsonite bag that was CRACKED by CO to a local Samsonite store for repair. All I needed was Reference number from Continental central baggage claims department. - so you are misinformed. AGAIN. Three strikes.
9. Three Strikes. You are OUT already. However I thought I would add that as an ELITE member I expect to get better treatment by the airline in all aspects of my dealings with them. Just like I get Elite Access and upgraded to first classs(every so often). Do you know what it means to administer a loyalty program? Doesnt sound like it. Good bye.

I have to disagree, most carriers require that a person fill out the claim forms at the airport, or as LA posted bring the bag back.

I can tell you I know that some former bag repair centers in NYC area would work with the passenger no different then auto body shops work with the owner of a car to make sure theres enough damage to cover the persons deductable. here they made sure your bag was damaged in a way that the Carrier would pay for it to be repaired, needless to say the more damage the more they made and it was a way to make sure either the bag would be declared garbage and of cause youd have to get a new one from them or they made sure to cover even those things that werent, either way Passenger- 1 CO -0

I too am at a loss why the OP didnt take care of things when he was still at EWR, an out station might not have CO employees around but EWR sure does

Without commenting on the merits of your case, Elite treatment in situations is NOT one of CO's strongpoints. It's almost as if Elite status is not on their radar sometimes.

You dont seem to understand much about Airline Loyalty programs. So no point in trying to have a discussion regarding this topic with you.

You are Correct. "Elite" has just become a label for CO. It is a feel good term. Try boarding a plane at EWR these days. You will find more ELITE members than non-elite in the "Elite Access" line. CO is also SELLING the Elite brand by offering Credit Card programs for which they are charging phenomenal annual fees - up to $375 a year. And in many airports they will have a "Elite Access" rug lying near the security checkpoints, but the entrance to that line will be closed. So it is all a SHOW !

I hate to inform you but Elite Status is not a factor in repairing damage, issuing a voucher for the damage or paying you for replacing the bag. All customers are equal.

I am sorry that you did not discover the damage due to being delayed by 30 minutes. That your children were tired and that CO failed to off load the bags on the carousel that they claimed they were going to.

Cracks in hard sided bags are not always covered. That why the agent needs to inspect the bag.

As a New Jersey State Trooper would say - "Have a Nice Day".

My goodness :confused:. This is not a fight!!!! Please chill a bit. We do not come on here to fight each other but just to discuss mutual issues regarding CO. You will hear different views but please dont perceive them as personal attacks. I was not attacking you.

I do not sit here and blame you for not noticing your bags were damaged till you got home but just trying to understand the facts so we can be clear about the scenario we are discussing. What you describe changes the discussion a bit. We have all got home and noticed damage to our bags or something missing from the bags etc - stuff like this happens. If you had observed the damage at the airport and sought but did not find someone to report it to then that is a different scenario from the one now emerging. So it is not the case that you sought someone from CO and did not find anyone as your OP seemed to suggest. To say you sought help of CO at a CO hub and found no one is serious indeed - thankfully that was not the case as it now emerges.

And yes I do have children, and yes i have had damaged bags at EWR, and yes I did queue at the customer service line with an infant (and not the baggage claim desk) after a 7 hour transatlantic flight, and yes I was issued with a voucher at the customer service desk and I did get my bag repaired. Sorry though it was not a Samsonite...

Please dont strike me out - I am a mere contributor to FT...there are far more important things to get worked up about in life or get struck for than a damaged bag.

Maybe i dont and I am always prepared to learn more including how elite status has bearing on damage to baggage.

One thing you probably dont understand much though is the terms and conditions of flyertalk - I see you are new to this forum so i suggest you acquaint yourself with the T and C or sooner or later a suspension looms...

Welcome to flyertalk and again please this forum is not for personal fights and attacks. You obviously have come on board because of a greviance with CO and people here will try to help and will have different things to say for and against, but no need to attack others unnecessarily.

I dont think this is the damage to the current bag. It seems like a past incident.
I actually dont think the OP has still told us what damage his bag had, which is kind of not good.

It will be better if the OP posts a photo of the supposed damage.

^

Yes OP. We are just merely discussing your issue since you were the one who brought it up.

We all have various thoughts and opinions as you might have observed in this very thread.

It will be good to know what damage was done to your bag.
You mention something about a cracked hard-side bag. But that seems like an old incident.

It appears the OP would rather rant and try to pick a fight with fellow FTers than tell the group what damage was done to the bag. Nine posts from the OP and still the answer to the question "What damage was done to your bag?" has not been answered.

The OP has even tried to pick a fight with our resident CO baggage expert (sfogate) and still hasn't answered the question.

Some people are just not happy people in any situation. Perhaps the OP fits that description. :(

However, we do know the OP is GOLD.

It looks like the OP tried to answer the damage question in post 24, but it is embeded in a quote of ani90. It may be a 5" crack in the shell.

Chris the OP is CO Gold which means they flew as little as 25k last yr under DEQM up to 74k combo of both

I know some say it doesnt make a difference how 1 got to where they did , all that should count is where they are. While others say nope it should matter.

I think its great that theres no DEQM this yr that way come '11 those who actually did the time will hence forth beable to do the crime and yelling

Yes the OP finally said that she/he had a crack in a hard sided Samsonite bag. As I said, not all cracks are covered. If this crack happened on the edge of the frame that it might be due to a manufacture defect but I hate to keep repeating myself but that is why a baggage service agent needs to inspect the damage.

You are right! Thanks for finding this info:


Quoting the OP:
"There was a 5 inch crack on the hard shell. Obviously due to the bag being "tossed" around indiscriminately. Does that count as damage in your books? It doesnt matter if it does or not. It IS Damage." END QUOTE

I didn't know Samsonite still made hard shell luggage? I would think something old would be so brittle it would shatter into 100 pieces if you tried to click it closed.

No need to threaten. I did not come here to be threatened by you. Thank you very much.

Thank you. Obviously some people choose to jump to conclusions without reading all the facts.

It is NOT an old incident and if you read the thread carefully I did outline the nature and extent of the damage.

Brevity would have help us all for an informed response to your concerns.

Although I understand the frustration of the OP, it seems inconsistent that the OP did not notice the damage while at the airport but also claims that there is no way he or she could have talked to a CO employee while at the airport because the baggage office was closed. You can't say that you didn't notice the damage till you were home and at the same time say that you tried to deal with it while at the airport but no one was there. It is unfortunate that you did not notice the damage while you were at the airport, but we all do things we regret and we all have lots of reasons for acting too fast (children, jobs, aging parents, illness, etc.). But it sounds to me that you have transferred that regret on to CO for not having someone around to help you when you arrived although we will never know if that is true or not.

I also find the tone of the comments of the OP to sfogate offensive. Sfogate is just trying to help give information on CO policy and was always polite to the OP. I appreciate the many times that sfogate has posted on this forum with extremely helpful information on how CO works. Whether we like the way it works or not, let's not confuse the messager with the message.

The fact of observing that the baggage office as being closed and my desire to notify someone of a damage (if I had noticed the damage at that time) are/were 2 mutually exclusive events/facts. I also never said anywhere in my statements that I tried to "deal with it" that night itself.
In case you don't know - It just happens that the Baggage Claims desk at EWR is in Terminal C behind Carousel 6 - which is where our bags arrived that night. So it was not hard to observe the Baggage Claims office was closed. That has nothing to do with the fact that I necessarily noticed the damage to my bag that night itself. Hence your assertion above of inconsistency is inaccurate. QED.
I frankly find your jumping to conclusions as offensive.
Sounds like another member of the "CO Lovefest" crew ..LOL...