Help Squad: Airline makes good on lost luggage

Help Squad logo

Dear Help Squad,

On June 2, 2014, I was booked on a United Airlines flight from Chicago O’Hare to Dallas-Ft. Worth with a $25 checked bag. After 12 flight delays, the UA flight was cancelled. I rebooked onto an American Airlines flight scheduled to arrive at 1:15 am on June 3. Though I finally arrived at DFW, my bag did not. I filed a lost bag claim with American and was told I could spend up to $250 for interim emergency clothes and toiletries.

On June 3, wearing the same clothes as the day before, I went to my Federal Aviation Administration meeting in Ft. Worth hoping to get a call from AA that my luggage was arriving shortly. The whole day went by – no call. So that evening I spent $114.70 on clothes and toiletries.

On June 4, I finally got a call from AA that my luggage was found. It had never left Chicago O’Hare.  AA asked if I wanted the bag delivered to my home because my trip was almost over. I said, “No,” since the $25 was spent to have the bag fly with me. AA delivered it to my hotel that evening. Yay!

But the travel nightmare is not over. I’ve followed all of AA’s ever-changing instructions to get reimbursed the $114.70, providing requested copies and original documents.  I have been given the run-around every time I call to get status on my reimbursement.  AA keeps saying it’s still under review.

I am sincerely asking for Help Squad’s assistance to get this issue resolved!

Theresa

Hawthorn Woods

Theresa and Help Squad made a joint call to Central Baggage Services. At that time we were informed of the following:

• Theresa’s claim had been received.

• The CSR was not authorized to provide status on the claim.

• The average processing time for interim expense reimbursement claims was eight weeks.

• If the CSR submitted a request to the claims department, it would be seven to 10 days until a response was posted.

• There was no escalation process – i.e., regardless of how poorly the situation was progressing, Theresa could not request to speak to a manager.

At this point it had been 12 weeks since Theresa’s luggage was lost and 11 weeks since she submitted her interim expense reimbursement claim – both well beyond the stated eight-week claims processing time. We thanked the CSR and moved on to Plan B.

We composed an email containing Theresa’s original letter and sent it to American Airline’s Media Relations department. Within an hour Theresa received a phone call from AA saying that her claim had been processed and she would receive written communication via mail in the next seven to 10 business days. Shortly thereafter, Help Squad received an email from AA’s Corporate Communications Department stating the following: “We’ve reached out to [Theresa] to let her know that her claim has been processed in full and she should be receiving a check in the mail in the next seven business days.”

Upon conveying this message to Theresa, Help Squad received the following email from her:

“I can’t thank you enough for your assistance. Help Squad ROCKS!!!”

Thank you, Theresa. It was our pleasure. And thanks to AA’s Corporate Communications Department for facilitating this resolution. They rock as well.

Need help?

Did a utilities company overcharge you? Did a boutique deny your request for a return? Are you the victim of fraudulent business practices? Is someone just exhibiting bad business behavior? Let Help Squad make the call for you. Send your letters, your complaints, your injustices and your story ideas to HelpSquad@pioneerlocal.com and we will be happy to help you.

Tags:

0 Comments

Do you have the scariest house on the block? Or the cutest kid in costume? Share your Halloween photos with us! Click here to submit them.


Modal