Coach class passengers treated with no class by Korean Air

Date: 28 May 2013
Airline: Korean Air
Flight: KE 0019
Location: Incheon, South Korea to LAX

Once my son and I boarded the airplane and settled in, the captain told us the airlines were having some difficulties and we would be leaving shortly. After waiting another 15 minutes, the captain again mentioned some struggles happening with the luggage. He also said he didn’t want to leave until everyone’s luggage was onboard. In essence, we were delayed numerous times before departing on our soon to be long and unpleasant flight.

During food service, my son and I requested chicken for our choice of dinner but was rudely denied by one of the flight attendants. She said, "There isn’t any chicken left, pasta is all that we have." Immediately I asked why this had happened and the [Steward] rudely replied, "I'm sorry but that’s what happens when you sit in the back." I explained that I paid just as much as everyone else for my ticket and deserved the same option for food.

During the second round of serving drinks, my son and I requested Ginger Ale and were told by another Stuart that the airlines had run out. Once more, this Stuart said, "This is what happens when you sit in the back of the plane."

My son and I didn’t ask to be seated in the last row neither deserve the treatment we were given. This was a very long, disturbing, and uncomfortable flight for the both of us. (Keep in mind; we flew 10 plus hours across the country)

Upon arrival at LAX we were soon notified our luggage hadn’t come in and had remained in London. We would not be receiving our luggage until the following day but was once again told it would not arrive until the day after the original date.

All in all, the treatment we received was unacceptable. I feel every customer should be received and treated with equal respect no matter where their seated, business or standard class. After speaking to a representative on the phone, we're still feeling those raw emotions from the flight. What a bad experience this was for the both of us...

United almost causes missed overseas connection

Date: 12 May 2012
Airline: United, flight 4148
Location: Atlanta, GA/Newark, NJ

We arrived at the airport three hours prior to our departure as instructed. We were booked on UA 4148 departing at 12:20 pm, arriving in Newark at 2:43 p.m. with connection with UA 0106 departing at 5:35 pm.

Our Atlanta flight had a mechanical problem and they had to fly a part in to repair it. I ask that they re-book us with another airline to make our connection; the gate agent told me we had a “bulk price” ticket and no one else would accept it, and that all they could do is leaves us on the flight that was scheduled to depart now at 5:45. I spoke with a supervisor and she said she would re-book us on another flight out of Newark.

When we arrived in Newark I went to United customer service, because I saw no United flight departing for Munich. The service representative told me they had no record of us having a flight. I ask where my luggage was and he had no idea. He said the only flight left was Lufthansa 1926. I should go see them because they (United) had no record of our travel even though I gave him the confirmed ticket number and reservation code.

We went down to Lufthansa and they had no record of our flight. I think the agent could see I was about to blow up and she decide to help as much as she could. It took her an hour to find the record, but she found it. United would not even look for it they just said it was non-existent. Lufthansa put us on standby. I literally begged them to please put us on the flight, and they did.

-George

Delta delays and luggage issues lead to changed wedding plans

Date: 28 April 2012
Airline: Delta, flight DL2854
Location: Richmond, VA

I was traveling with my fiance to our wedding on April 28, 2012 from Richmond to Hong Kong. The flight was delayed from Richmond which caused us to miss our connecting flight in Detroit. Delta was unable to put us on another flight that day. We were forced to take a flight the next day with an extra connection.

We specifically paid more for our original ticket for one less connection. This also caused us to miss our transportation in Hong Kong because we arrived at a later time. We had to pay more for local transportation when we arrived in Hong Kong. Furthermore, we were unable to reclaim our baggage because it was already on the delayed flight to Detroit. We were without our personal belongings on Saturday night. Because of our delayed flight, we were forced to change our wedding plans.

We would like to be compensated for our rebooked and delayed flight, the extra connection in our travels, and not having our luggage.

Delayed luggage ruins wedding experience

Date: 3 May 2012
Airline: Air Canada, flight 3630
Location: Toronto/Oklahoma City, OK

We went from Toronto to OKC for three days. We arrived Thursday May 3 at 9:30 pm to attend a wedding for Friday May 4th. However our luggage was lost. It was disastrous situation as the next day at noon we had to be at the ceremony. They had no idea where our luggage was which was quite puzzling as I though with the RFID tags they should be able to track it.

They ruined the wedding day. We had miss the ceremony to go to the only mall 40 minutes away to find a dress and shoes. My husband came to the wedding in his jeans because he couldn't get his suit to be taylored on time. Finally after the most of the day being ruined the luggage arrived at the airport in the evening and my husband changed at the airport. I found everyone extremely incompetent starting from the check in person in Toronto up to the luggage department in OKC and then afterwards the 1-800 number for lost luggage which we spend hrs on the phone with and they seemed clueless as well.

-Mina Baghaee

Airline offers five bad choices to passenger with wedding gown

Airline: Hawaiian Airlines

I was trying to get assistance on how to travel with a wedding gown as my carry on. (my daughter is getting married in the Philippines). I spoke with two "so called" service supervisors and these are their responses:

1. I can hand my carry on gown to one of the crew members and she can store it in a closet but this closet is not always available.
   
   
2. I can store the precious gown under my seat.(so i can rest my feet or even kick it around a few times during the flight)
   
   
3. I can store this oversize garment on the overhead compartment( it will be a big ball of mess by the time we get to our destination, just imagine people constantly shoving their bags in and out).
   
   
4. I can pay for an extra seat for this gown.(they're not kidding!!)
   
   
5. I can checked it in.( I'm afraid it might get lost and then what??)

I just want someone to take this gown and handle it with care just like their own but no one cares from this airline business. Very frustating.

Suggestions on flying with expensive luggage

Date: 5 September 2011
Airline: Delta, flight DL1923
Location: Atlanta, GA

I am writing to complain about damage caused to my Louis Vuitton luggage which occurred on my journey with Delta Airline on September 5, 2011 from New Orleans to Atlanta on Delta Airlines flight DL1923

On arrival at my destination in Atlanta airport, I discovered damage to my luggage. I express total disappointment in the way my luggage has been handled by Delta Airline. I declared the cost of my luggage at $4,700 and asked your staff to take good care of my luggage when I checked in.

My luggage was badly damaged during a recent flight on your airline and I have been unable to obtain appropriate compensation. Dona Stopper who is claim manager called me on May 7, 2012 asked for the original receipt and I did fax to her on May 14, 2012. However, Dona called me again and asks for more documents. I believed that she just want to run me around until I give up for this claim.

-Phillip

Suggestions from AirSafe.com
While nothing can prevent damage or loss to luggage and its contents, there are several things you can do to protect yourself:

- Buy insurance for your expensive travel items
- Consider packing expensive luggage within a larger piece of luggage
- Review airline baggage damage policies to find their reimbursement policies
- If you have a claim, be sure to keep all documentation
- Photograph the condition of expensive luggage before your flight

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

Serious Security Allegations at Cairo Airport

On occasion, we receive information that is so potentially serious that we feel compelled to make our audience aware of it as quickly as possible. The following information was provided by a passenger who witnessed what appeared to be a clear violation of fundamental security procedures.

Location: Cairo International Airport
Date: 19 September 2010
Airline: EgyptAir
Flight: MS914, 1030 hrs, Gate G08

Whilst waiting to board an Egyptair flight from Cairo to Abu Dhabi I witnessed the x-ray machine operator accept cash from passengers to carry on board items which are not permitted. Every time he saw something on his machine he asked the passenger to open the bag and he would remove items, I saw aerosols, scissors, lighters and ligter fuel and much more, then a coversation would ensue, on at least 10 occassions money changed hands and the items were placed back in the luggage.

As if this wasn't bad enough the guard operating the metal detector noticed my intent interest in what was going on and 'invited me to move to a different part of the departure lounge' I guess he gets his share later. I for one will not be flying this airline again.

Name withheld by request

If you were on this flight, or have seen similar problems at this airport or with this airline, please share your experiences with us.

Soldier on TDY Leaves Keys in Checked Bag

This complaint was sent in by Tamara in early November 2009, but the lessons here are timeless:

The airline did not have my bag when I came back from a military TDY trip. I explained to them at the desk that all of my car and house keys were in that bag and I needed it, and would have no way to go get it. They told me that they would bring it to me. They said they had another flight coming in this morning and would make sure my bag was on it. They took down my address and number and said they'd call me before heading out to bring me my bag. Then today when I called they said they wouldn't bring it to me because I was outside of Manhattan city limits, and that if I wanted it I could either pay for a cab myself or they could FEDEX it to me, but they would not be paying for expedited shipping and it would not be going out until Monday.

I'm Active duty Army, just returned from a mission and Great Lakes will not drive 15 miles to bring me my bag with my car keys and mission essential items. I do not have $100 to spend on cab fare.

AirSafe.com Responds
If you fly often enough with checked bags, eventually you will have one lost, delayed, or stolen, so prepare for that possibility when you pack. AirSafe.com recommends that some things should never go in checked luggage, and should always stay with you in a carry-on bag. The kinds of things you should not put in checked bags include medicine, computers, electronic files, legal documents; credit cards, checks, or other financial documents; cash, jewelry, keys, and items of great sentimental value.

As for the airline rules on returning bags, remember that each airline has their own rules for returning bags, and those rules will often depend on what resources the airline has at your destination airport. Unfortunately, you usually don't find out what rules will apply to you until you have a lost bag.

For more advice, check out the following pages:
Baggage Basics for Checked and Carry-on Items
Carry-on Baggage Advice
Top 10 Baggage Tips
Top Ten Tips for Dealing with Security