Airlines make passengers wait days for lost bags

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Airline: Aerolineas Argentinas
Date: 2 July 2013
Location: Buenos Aires, Argentina
Flight: AA1181 (Sydney to Buenos Aires)

Baggage did not arrive in Buenos Aires. Waited four days. No news. Have continually been contacting Aerolineas Argentinas. No satisfactory response. Had to replace necessary medication and purchase items after four days in same clothes. Have had to visit doctor again and alter travel plans and spend considerable sums on additional travel changes due to delays. Have heard from the airline once saying that they found my luggage, but they gave me the incorrect baggage loss number.

Finding luggage at this stage really is of no importance as I have had to replace and change all my plans because of this incident. Extremely unhappy with any dealings with Aerolineas Argentinas with any communication over this problem.

AirSafe.com suggestion As discussed on the Baggage Basics page, you should never put critical, hard to replace items in checked bags. That would include prescription medications and other items that you need to use immediately after arrival.

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Airline: Singapore Airlines
Date: 10 August 2013
Location: San Francisco
Flight: SQ0016 (Seoul, South Korea to San Francisco)

I have checked in eight bags from VTZ-SFO on Singapore Airlines and when I landed in SFO on August 10th, one of the bags did not arrive in SFO. I was told that this bag was missing and will be traced and provide status to me. They provided me with a Property Irregularity Report form and asked me to follow up with them regularly. I called on 11th August and they told me that the bag has been traced and will be sent to my home that night. Until now, I have not receive that bag and whenever I call them no one answers the phone and when I leave a voice mail no one calls me back. It has already been 10 days since I landed in SFO, and I do not know the status of my bag .

Delta passenger loses luggage and is injured by wheelchair

Date: 8 July 2013
Airline: Delta Airlines
Location: Orlando, FL (MCO)
Flight: DL2018

I am disabled and require a wheelchair. Delta furnished one and a skycap (Prospect) took me to security. Along the way, the wheelchair cut my leg twice. I was treated at the gate area by Delta and given ice and bandages. The flight was further delayed 4 hours/cancelled and my luggage lost.

The Delta wheelchair was defective with a rusty sharp clamp. Delta refuses to address the incident adequately and actually said that my ticket didn't show a wheelchair request so I am not entitled to any just compensation. What does that have to do with anything? My trip was started on May 13 and ended on July 13 with international and domestic trips involved, all with wheelchair assistance noted. Also in my passenger preferences.

American Airlines repeatedly ignores their own written baggage policy

Date: 15 April 2013
Airline: American Airlines
Location: Denver, CO (DIA)
Flight: AA3613

I am seeking a reimbursement of $170, cash or airline credit, for an item that was pilfered from my checked bag.

On Apr. 15, I flew home to Chicago from Denver. When I retrieved my checked bag from the baggage claim, three of the pockets were splayed open and multiple items were coming out. One item was missing entirely: a pair of Black Diamond Sabretooth Pro Crampons (metal spikes you attach to boots for mountaineering and ice climbing, retail $170). They had been packed very securely.

I immediately filed a claim with the baggage department. My claim was initially denied. According to the documentation included with my checked bag stub, the airline has at least $3300 baggage liability per passenger, which does not cover 'photographic equipment, computers and any other electronic equipment, jewelry, cash, documents, works of art or other similar valuable items.' Crampons do not resemble anything in this list.

I was told that I could file a complaint online, which I did the following day. I received a reply, saying again that I was denied, with a similar list of non-covered items. Again, it does not seem that any of the non-covered items include crampons.

I wrote a complaint online once again, stating that my crampons are not included in their list of non-covered items. I received a reply stating that, ""It is our practice for personnel in our local offices to handle claims of this type. They have the full authority and responsibility in such matters. You will be contacted as soon as possible.

After three months, I still had not heard from the local office, so I called them directly. I was told that my file had been denied and closed out, that my item was not covered because, 'We only really cover clothes and stuff.' I was told there was nothing they could do.

I have been a regular American Airlines customer and would greatly appreciate the airline remedying this very unpleasant experience.

Always get documentation from the airline when they lose your bags

Date: 12 March 2012
Airline: United, flight UA3937

I called to find out why I had not been contacted about items stolen from my luggage by United baggage handlers. "Josh", who said he had no employee identification number was condescending and belittling in my attempts to find out where my matter stood. He kept asking for a reference number which I repeatedly told him was never provided. When he did find my information he did not provide a reference number and had an attitude almost taunting.

I called back to complain to a supervisor and somehow he took my called and said there was no supervisor or manager for me to talk to. We got into a heated discussion as to who had the attitude and he hung up. So, not only does United have thieves in baggage, this person, "Josh", apparently thinks these matters are trivial.

- Christopher

United Express could have been faster

Date: 23 April 2012
Airline: United Flight UA4892
Location: Newark Liberty

My wife and I waited in the checkout line (Terminal A - United Express) for over two hours. Four of the eight kiosks were out of order. Two employees were working diligently but two others were very slow and unresponsive. One of them directed us to a kiosk that was out of order. When I told her it was out of order she did nothing to help us, and several other customers jumped ahead of us. The line was unsupervised, and frustrated customers occasionally jumped to the express line.

We then had to take a shuttle bus to Terminal C, and just barely made our flight, even though we had arrived at the airport 2 1/2 hours early.

When we arrived in Pittsburgh we discovered that our 2 checked bags ($50) were not on the plane. We are still awaiting resolution to that problem.

This is not our first disastrous experience with United. Generally speaking I find United employees to be rude and contemptuous to their customers. They have no sense of professionalism, courtesy or empathy.

- Matthew

Why you should remove your valuables if you check your carry on

Flight Details
Airlines: Delta, Air France, KLM
Date: 15 March 2012

I am writing about a terrible experience I had in the USA.

At the beginning of March, I retired after serving for 30 years as a Police Officer. To celebrate this and our Pearl Wedding Anniversary, along with my wife Fiona, we went on a 7 day Caribbean Cruise, followed by 5 days in Orlando.

The whole package was booked through Thomson’s Travel Agent in Peterhead, with it being supplied by Royal Caribbean Cruises.

On our return I flew from Orlando Airport on 15 March 2012 on flight DL1707 to JFK. While at Gate 76 there was an request asking if anyone would be prepared to delay their flight and if they did they would be given a $200 voucher. I was unable to assist due to connecting flights.

Soon after a further request was made asking if anyone was prepared to put their hand luggage into the hold for the flight. I only had 1 small suitcase and agreed to put it into the hold, this was despite numerous other passengers having 4 or 5 pieces of luggage with them. I was told that I would next see my suitcase on my return to Aberdeen. My suitcase contained a camera case with a digital camera, camcorder and an underwater camera. Within these cameras were 3 SD cards with all of our holiday photographs/videos on them.

On my retirement my work colleagues bought me a football shirt in my teams colours as a leaving gift. I took this shirt with me to the 4 ports of call on the cruise and took a photograph, with the intention of putting these photos on a Thank You card.

On 7 March 2012, my retirement date, I had also had a photograph taken of me with a cake on the ship. We also visited Jamaica and while there we were very fortunate to see Prince Harry at a Plantation. My wife was 2 feet away from him and got some fantastic photographs. I was using my camcorder and also got some great footage.

Once we got back to Aberdeen my case was missing. I reported it to the KLM desk - reference number xxx. They checked their computer system and they located it at JFK. They (KLM) undertook to transport it to my home address via Amsterdam and I would get it back the next day.

The suitcase was delivered the next day and all of my cameras were missing, having been stolen.

Since then I have been pushed from pillar to post by KLM, Delta, Air France and also Royal Caribbean. I have made numerous telephone calls to Air France and on one of these calls I asked the female operator 5 or 6 times to speak to a Supervisor. This was refused and she then hung up the phone. The level of service is totally disgusting. Once they have your money no one seems to be interested.

This was to be a holiday of a lifetime. Someone at JFK has stolen my cameras. The SD cards are irreplaceable.

My initial estimate as to the value of the items stolen was 551.50 GBP. Air France subsequently replied with a message saying as a "goodwill gesture" they will give me 499 GBP to replace the “damaged” items. I replied to this reminding them that the items had been stolen not damaged and that I found this offer totally unacceptable.

I then sent them an up to date list of the cost of actually replacing the stolen items - 637.17 GBP.

I have been a victim of theft and I do not think that it is very fair that I have to be out of pocket. I have done absolutely nothing wrong whereas the thief has.

I have also had to make numerous international telephone calls to France and the USA to provided details. During one of the many conversations with Air France one of the operators said that they usually make an offer of 600 Euros in situations like this. It is interesting to note that 600 Euros is approximately 499 GBP. She also said that not all claims made are genuine, implying that I was telling lies. Wholly unacceptable.

Air France initially asked for receipts for the stolen items. Who keeps such receipts. I did send Air France, by Air Mail and again at my cost, photographs of the original boxes that the cameras were in

The sum of 499 GBP has subsequently been place into my bank account. I feel that this offer is derisory and I am entitled to compensation for what has basically spoiled the holiday of a lifetime.

My wife is heartbroken and devastated that someone could be so cruel.

- Derek

Delta ineffective lost bag process

On December 30 2011, my girlfriend and I flew WestJet from Winnipeg to Phoenix and then flew Delta from Phoenix to Los Angeles. When we arrived at LAX, we waited over an hour at the baggage carousel but to no avail.

We then asked the Delta baggage employees what to do from there. They were rude and of little service until finally they said to check with Delta Lost & Found. After making our case to Delta Lost & Found, and coming to the conclusion that our baggage was either delayed or lost, we were given a File Reference Number to use in tracking our baggage. When I first called Delta's Baggage division, it turns out that the FRN was incorrect - the last three numbers were completely off - but fortunately we were able to use the baggage tags to move forward.

Let it be known that at no point throughout this ordeal has Delta called me to inform us about any updates with the baggage. Any and all communication has been initiated by me.

After two days of calling Delta for updates, one of the two pieces of baggage (my girlfriend's) was found and available for pickup. There was no update on my own baggage, however. When I arrived at Delta's LAX terminal to pickup the one piece, I asked Delta's Lost & Found if I could have the baggage employees near the carousel look for my own. After having to deal with further rudeness and indifference, and clarifying that I had permission from L&F to have them look through the bags for mine, the Delta employees began to look. Unfortunately, they were haphazard and lackadaisical about going through the bags - I have an admittedly generic looking black wheeled soft/hard case by Leisure - seeming reluctant to go through every piece of black baggage they had. Frustrated by their obvious reluctance to assist me, I had one of the Lost & Found clerks to assist. Unfortunately, she too did not find my baggage. I left LAX with my girlfriend's baggage and a new FRN for my own.


Now, because of my girlfriend's baggage being found, the case for our baggage had been closed. After clarifying my own baggage is still lost, the case had been reopened Delta assured they they were continuing to search for my baggage, but that I should begin filing a claim for my baggage. I then filed and submitted my claim online. (I find it strange I was never given a confirmation email from Delta; whether that's intentional or not, it's bad form for any online business/transaction to not leave a confirmation receipt via email.) A few days after the submission, I noticed that Delta closed the case once again! I called their baggage department, who told me that once the claim has been filed they close the case. I was assured, however, they are still looking for the baggage (as they apparently have been and will continue to do until 120 days since the original incident.)

The communication and competence I have experienced from Delta in this matter has been atrocious. It is January 11th, thirteen days since my baggage was first reported missing, and it seems as if most of the attempts and effort in fixing Delta's problem has come from me. I demand, quite simply, that Delta gets their act together and either retrieves my baggage as soon as possible or reimburse me for my time, effort, and most importantly, my property.

- Brett