UA Baggage Resolution
 

Good Lord... Has anyone tried to work with UA's baggage resolution center? It appears to be "Outsourced". Have been looking for two bags since 12/9 - one bag has arrived on 12/11 - but they have made no effort to get the bag to us.

Have been hung up on three times - gotten one agent who cannot seem to operate the telephone to transfer to a supervisor.

Can only HOPE that with the merger - they will put the baggage resolution issues back to the USA.

Where is your bag?

Call the Elite Onepass line for help. They might be able to expedite delivery of your bag to you by calling UA directly (the airport your bag is sitting at).

Like many things UA, there's a Jekyll and Hyde aspect to baggage resolution as well.

The 1K baggage resolution desk is fantastic. They're USA-based, proactive with calls, great with updates, and so on.

For the non-Elite folks, well, that's what you got.

:td: That's too bad because every Elite was once a "kettle".

I've had trouble in the past and found by talking to a baggage claim rep at the airport, chances of my issue being resolved in a timely manner is much greater.

I've yet to experience the aforementioned "1K baggage claim line" since I've not had any misplaced/lost/delayed bags since becoming a 1K in October 2009. But before then ... good greif!

Best wishes on getting your bags back...

I once dealt with UA's "outsourced" baggage resolution. This was for a vacation to Tahoe in February. They had no idea where my bag was. They weren't sure if it was at IAH, SFO, or RNO. They did offer me a customer appreciation cert for $100 on the first phone call. But I ended up having to spend the whole day looking for my bags by calling the airline, the airports, etc. I had resigned myself to losing all of my snowboarding gear. And of course, I got a call at 5am (over 24 hours later) saying they had found my luggage.

So I guess it's good if you're 1K, but if you're not, then hello ICC!

Oh dear. I'm afraid CO will downgrade its service to the UA level. CO has never lost a bag of mine.

Well - appears one bag was located - and delivered to IAH - and held, waiting for the OTHER bag, which has been in FRA since the 9th.

So now - the passenger is headed to Italy and wants the bag sent to Italy, since it is still sitting in FRA. UA refuses, and insists that the bag must travel to IAH still, even though the guy is departing today.


I've always had good luck with CO baggage resolution as a PLAT - including one lost bag which made its way thru Toronto and Montreal when I was going EWR - ACK. These UA guys "outsourced" are amazing!

Strange, however that the 1K UA people have a separate line... do they have different UA forms with a different phone number on it or something?

While this is true, when faced with the economic realities of providing excellent service, it may make sense to segment the market in this manner.

Why is this thread in the CO forum?

Because as a CO Plat - I'm wondering if my current issue with UA's "outsourced" baggage resolution center is the future for us CO people now that our very fine airline has been merged with United.

Shouldn't that be obvious?

i'd suggest you call often.
they are not very good at keep you updated.

LOL - no, they are not, they have not called once despite repeated requests. They are, however good at documenting our conversations where they keep reminding me each day that "as you've already been told by my colleague we are working on your luggage".

That's fine and dandy - but they are definitely not good at moving the missing item forward.

So I guess you're not actually looking for advice from UA flyers then? Makes sense. Good luck.

Has your bag been delivered yet?

Which airport is it "stuck" in?

Have you requested your daily allotted interim expenses? If not, you should do so. That might get your bag on the next delivery truck. ;)