United wrecked car seat: what can we do?
#1
Original Poster
Join Date: Oct 2010
Posts: 404
United wrecked car seat: what can we do?
We recently flew TPA-SEA on United. Checked our car seat and when we received it back it was pretty much destroyed. Seat was heavily scraped and cracked on one side. Bracket for looping belt on side was ripped off enough that it's just dangling. Belt for top latch is actually torn. Looking at it it looks like it was literally run over and dragged by a vehicle.
We got in at 10pm and the baggage service desk was closed. We stayed that night in a nearby airport hotel. Called United that night to report a claim. Were told to go in to SEA next morning and bring the seat. We did this and talked to the only lady at the desk and she was kind of nuts. She did take pictures of the seat. Told us United does not accept liability for damage to car seats. That is contrary to what the person on the phone said and contrary to United's posted conditions (they say they do not accept liability for damage to strollers). And the phone agents offer of a replacement seat was nullified because the lady at the desk said she could not go into the room where the seats were because her doctor told her to avoid co2 and that room had a leak. And we really should be talking to her supervisor but her supervisor wasn't there.
So we drove immediately to get a new seat. Cost us $225. Wrecked seat originally cost $300. We have called this supervisor, left messages and sent emails with pictures to the supervisor all with no response.
So looking for tips on what to do next. Any suggestions? Outside of this United was great. Ty for any replies!
We got in at 10pm and the baggage service desk was closed. We stayed that night in a nearby airport hotel. Called United that night to report a claim. Were told to go in to SEA next morning and bring the seat. We did this and talked to the only lady at the desk and she was kind of nuts. She did take pictures of the seat. Told us United does not accept liability for damage to car seats. That is contrary to what the person on the phone said and contrary to United's posted conditions (they say they do not accept liability for damage to strollers). And the phone agents offer of a replacement seat was nullified because the lady at the desk said she could not go into the room where the seats were because her doctor told her to avoid co2 and that room had a leak. And we really should be talking to her supervisor but her supervisor wasn't there.
So we drove immediately to get a new seat. Cost us $225. Wrecked seat originally cost $300. We have called this supervisor, left messages and sent emails with pictures to the supervisor all with no response.
So looking for tips on what to do next. Any suggestions? Outside of this United was great. Ty for any replies!
#2
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Bangkok or San Francisco
Programs: United 1k, Marriott Lifetime PE, Former DL Gold, Former SQ Solitaire, HH Gold
Posts: 11,886
We recently flew TPA-SEA on United. Checked our car seat and when we received it back it was pretty much destroyed. Seat was heavily scraped and cracked on one side. Bracket for looping belt on side was ripped off enough that it's just dangling. Belt for top latch is actually torn. Looking at it it looks like it was literally run over and dragged by a vehicle.
We got in at 10pm and the baggage service desk was closed. We stayed that night in a nearby airport hotel. Called United that night to report a claim. Were told to go in to SEA next morning and bring the seat. We did this and talked to the only lady at the desk and she was kind of nuts. She did take pictures of the seat. Told us United does not accept liability for damage to car seats. That is contrary to what the person on the phone said and contrary to United's posted conditions (they say they do not accept liability for damage to strollers). And the phone agents offer of a replacement seat was nullified because the lady at the desk said she could not go into the room where the seats were because her doctor told her to avoid co2 and that room had a leak. And we really should be talking to her supervisor but her supervisor wasn't there.
So we drove immediately to get a new seat. Cost us $225. Wrecked seat originally cost $300. We have called this supervisor, left messages and sent emails with pictures to the supervisor all with no response.
So looking for tips on what to do next. Any suggestions? Outside of this United was great. Ty for any replies!
We got in at 10pm and the baggage service desk was closed. We stayed that night in a nearby airport hotel. Called United that night to report a claim. Were told to go in to SEA next morning and bring the seat. We did this and talked to the only lady at the desk and she was kind of nuts. She did take pictures of the seat. Told us United does not accept liability for damage to car seats. That is contrary to what the person on the phone said and contrary to United's posted conditions (they say they do not accept liability for damage to strollers). And the phone agents offer of a replacement seat was nullified because the lady at the desk said she could not go into the room where the seats were because her doctor told her to avoid co2 and that room had a leak. And we really should be talking to her supervisor but her supervisor wasn't there.
So we drove immediately to get a new seat. Cost us $225. Wrecked seat originally cost $300. We have called this supervisor, left messages and sent emails with pictures to the supervisor all with no response.
So looking for tips on what to do next. Any suggestions? Outside of this United was great. Ty for any replies!
#3
FlyerTalk Evangelist
Join Date: May 2007
Location: Houston
Programs: UA Plat, Marriott Gold
Posts: 12,693
RULE 28 ADDITIONAL LIABILITY LIMITATIONS
For purposes of all other carriage (including Domestic Carriage) not governed by the Montreal Convention or other applicable international law, the following liability limitations and other exclusions apply:
K) Additional Baggage Liability Limitations and Exclusions:
3) EXCLUSIONS: UA shall not be liable for the loss of, damage to or delay in delivery of any of the following:
dd) Strollers, bassinets, and infant carrying seats;
For purposes of all other carriage (including Domestic Carriage) not governed by the Montreal Convention or other applicable international law, the following liability limitations and other exclusions apply:
K) Additional Baggage Liability Limitations and Exclusions:
3) EXCLUSIONS: UA shall not be liable for the loss of, damage to or delay in delivery of any of the following:
dd) Strollers, bassinets, and infant carrying seats;
Last edited by WineCountryUA; Jan 21, 2015 at 1:14 am Reason: unneeded snark removed
#4
Join Date: Nov 2014
Location: SFO/IAD
Programs: UA Gold, US, AA, DL
Posts: 97
OP, unfortunately, United does disclaim liability for damage to checked car seats. However, it seems they were prepared to offer you a replacement, since the phone agent told you they would and the agent at SEA did not say "no, we don't provide a replacement" but rather made an excuse about being unable to enter the room where replacements are stored.
If I were you, I would send an email to customer care attaching the receipt for the new seat and requesting compensation. I'd stick to the facts and mention that you were generously offered a replacement but that the agent was unable to bring you one. Unfortunately, you did need to replace the seat right away, and you would be grateful if UA could compensate you for your expense because the agent at SEA was unable to provide the alternative you had been offered. I'd probably expect either an e-cert or nothing, but you'll lose nothing by trying, and unfortunately under the terms of the CoC (whether they're reasonable or not), you're entitled to nothing.
If I were you, I would send an email to customer care attaching the receipt for the new seat and requesting compensation. I'd stick to the facts and mention that you were generously offered a replacement but that the agent was unable to bring you one. Unfortunately, you did need to replace the seat right away, and you would be grateful if UA could compensate you for your expense because the agent at SEA was unable to provide the alternative you had been offered. I'd probably expect either an e-cert or nothing, but you'll lose nothing by trying, and unfortunately under the terms of the CoC (whether they're reasonable or not), you're entitled to nothing.
#9
Join Date: Jun 2004
Location: What I write is my opinion alone..don't read into it anything not written.
Posts: 9,686
On the other hand, if it were packed to ship, it would be fine, but who wants to save/carry the box? You really believe an item that is not packed for shipping should be covered? Heck, UPS/FEDEX wouldn't accept an unpackaged item. I mean a suitcase is a case to protect the contents (suits). What is to protect a car seat when there is no box?
Last edited by fastair; Jan 21, 2015 at 9:08 pm
#10
Join Date: Jan 2009
Location: LHR (sometimes CLE, SFO, BOS, LAX, SEA)
Programs: UA 1K
Posts: 5,894
If I were you, I would send an email to customer care attaching the receipt for the new seat and requesting compensation. I'd stick to the facts and mention that you were generously offered a replacement but that the agent was unable to bring you one. Unfortunately, you did need to replace the seat right away, and you would be grateful if UA could compensate you for your expense because the agent at SEA was unable to provide the alternative you had been offered. I'd probably expect either an e-cert or nothing, but you'll lose nothing by trying, and unfortunately under the terms of the CoC (whether they're reasonable or not), you're entitled to nothing.
On the other hand, if it were packed to ship, it would be fine, but who wants to save/carry the box? You really believe an item that is not packed for shipping should be covered? Heck, UPS/FEDEX wouldn't accept an unpackaged item. I mean a suitcase is a case to protect the contents (suits). What is to protect a car seat when there is no box?
#11
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA Gold 1MM, AS 75k, AA Plat, Bonvoyed Gold, Honors Dia, Hyatt Explorer, IHG Plat, ...
Posts: 16,857
On the other hand, if it were packed to ship, it would be fine, but who wants to save/carry the box? You really believe an item that is not packed for shipping should be covered? Heck, UPS/FEDEX wouldn't accept an unpackaged item. I mean a suitcase is a case to protect the contents (suits). What is to protect a car seat when there is no box?
But I have also often wondered if it would be really too much to ask for the ramp workers to treat bags a bit more carefully. I mean, we passengers are all sitting there in the terminal at the gate or in the plane looking out of the windows and see how they toss the bags around, how they slam them onto the carts or conveyor, how the bags tumble off the conveyor belts etc. etc. is that what United *wants* them to do? Is that standard procedure?
#12
Join Date: Jun 2011
Posts: 923
If OP has status, UA might cover. We were told our stroller wold not be covered. Spoke with 1k line &presto. If OP has no or low status ,aim for cert. We have travel bags for our pricey children's gear & recommend that for OP, a worthwhile investment.
#14
Join Date: Nov 2007
Location: Colorado
Programs: UA Gold (.85 MM), HH Diamond, SPG Platinum (LT Gold), Hertz PC, National EE
Posts: 5,660
#15
Join Date: Jun 2007
Location: gggrrrovvveee (ORD)
Programs: UA Pt, Marriott Ti, Hertz PC
Posts: 6,091
And the phone agents offer of a replacement seat was nullified because the lady at the desk said she could not go into the room where the seats were because her doctor told her to avoid co2 and that room had a leak. And we really should be talking to her supervisor but her supervisor wasn't there.