UA Baggage Resolution
Dec 13, 2010 | 2:34 pm
#1
Original Poster
Join Date: Apr 2008
Location: Houston, TX
Programs: UA 1K, MM, AMEX Plat, Hertz 1, SPG Plat
Posts: 153
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.
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.
Dec 13, 2010 | 3:06 pm
#2
Join Date: Sep 2007
Location: retired from SFO Terminal 3
Posts: 7,437
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).
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).
Dec 13, 2010 | 3:24 pm
#3
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,092
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.
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.
Dec 13, 2010 | 3:29 pm
#4
Join Date: Sep 2007
Location: retired from SFO Terminal 3
Posts: 7,437
That's too bad because every Elite was once a "kettle".
Dec 13, 2010 | 4:11 pm
#5
Join Date: May 2006
Location: SFO, SEA, ROA, RDU
Programs: UA 1K, AS
Posts: 1,018
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'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...
Dec 13, 2010 | 6:56 pm
#6
Join Date: Aug 2007
Location: IAH
Programs: UACO Plat/1K, DL Plat, Hertz 5*, Avis - PC, SPG Gold, Colorado Pass
Posts: 228
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!
So I guess it's good if you're 1K, but if you're not, then hello ICC!
Dec 13, 2010 | 7:06 pm
#7
Suspended
Join Date: Mar 2006
Location: Manhattan
Programs: CO Plat, SPG Gold
Posts: 1,468
Oh dear. I'm afraid CO will downgrade its service to the UA level. CO has never lost a bag of mine.
Dec 14, 2010 | 10:03 am
#8
Original Poster
Join Date: Apr 2008
Location: Houston, TX
Programs: UA 1K, MM, AMEX Plat, Hertz 1, SPG Plat
Posts: 153
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?
Dec 14, 2010 | 10:44 am
#9
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,092
Dec 14, 2010 | 11:17 am
#10
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA Gold 1MM, AS Plat, AA EP, Bonvoy Plat, Hilton Dia, Hyatt Glob, IHG Plat, ...
Posts: 21,541
Why is this thread in the CO forum?
Dec 14, 2010 | 12:26 pm
#11
Original Poster
Join Date: Apr 2008
Location: Houston, TX
Programs: UA 1K, MM, AMEX Plat, Hertz 1, SPG Plat
Posts: 153
Dec 14, 2010 | 12:33 pm
#12
Join Date: Jul 2007
Location: EWR/PHL/LGA/JFK
Programs: Northwest Plat
Posts: 130
i'd suggest you call often.
they are not very good at keep you updated.
they are not very good at keep you updated.
Dec 14, 2010 | 12:39 pm
#13
Original Poster
Join Date: Apr 2008
Location: Houston, TX
Programs: UA 1K, MM, AMEX Plat, Hertz 1, SPG Plat
Posts: 153
That's fine and dandy - but they are definitely not good at moving the missing item forward.
Dec 14, 2010 | 12:43 pm
#14
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA Gold 1MM, AS Plat, AA EP, Bonvoy Plat, Hilton Dia, Hyatt Glob, IHG Plat, ...
Posts: 21,541
So I guess you're not actually looking for advice from UA flyers then? Makes sense. Good luck.
Dec 14, 2010 | 2:12 pm
#15
Join Date: Sep 2007
Location: retired from SFO Terminal 3
Posts: 7,437
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.
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.