Tonight I flew back form Denver into Philadelphia on United Airlines Flight 70.
“Ted”, as they seemingly refer to United these days… cause it’s more hip and new.
“Ted” Stinks.
I don’t want to get into it now because I just wrote this entire statement below and I’m still furious.
I plan on logging all interactions with United Airlines regarding the below matter here on my website for a record of people with similar situation to see how it works and how to deal with them. I truly hope this never happens to anyone- I rarely get this upset. Outside of the monetary value of the things that were taken from me, I feel violated and used- which is something noone should ever feel.
I foresee a long stretch of these type of posts. I will keep up with @UnitedAirlines on twitter as well… I already sent them some messages in the heat of realizing my things were stolen, only because I could find their twitter page, follow them, and comment faster than I could get someone on the phone to talk to.
Man, I’m pissed.
Below is the Customer Relations form I just submitted. I’ll go on into more detail later but… this is where it is for tonight.
This is Day 1 of dealing with United Airlines.
My primary reason for filing this Customer Relations document is for stolen/lost goods from my checked baggage. My experience earlier tonight with rude in-flight staff also bothered me, but not enough to merit this type of formal complaint- that’s something I keep for online blogging.
This is for stolen goods.
Upon arrival of my baggage claim area, I waited diligently for 30 minutes for my flights baggage to arrive. As it came around the carousel, I noticed it was clearly tampered with. The zippers were completely opened on the front two pockets, and the side zippers were not in the location I placed them. Upon taking the bag off the carousel, I saw no sign of TSA inspection- but my bag was noticeably lighter.
I immediately took the bag to the side for further inspection and as soon as I opened it I knew someone went through it. I immediately noticed 2 of my jackets missing which were packed ontop and a bottle of wine was gone. I was and remain furious that this happened to me- but I calmly went to the United Baggage Area to discuss my issue. This is all before I realized what else was missing.
The woman behind the counter I was told was having a bad night from the baggage handler who was removing things from the carousel earlier. I’m still not sure what relevance that had to my situation, but she attempted to help in the way that a robotic agent of baggage service would. She pointed to the TSA, said it was probably them, and heres the form. I then spoke to the TSA and they said that they did not inspect my bag in question.
If the TSA did not inspect my bag, the only other hands responsible for this in my mind is United. I trusted United to get my body from Denver to Philadelphia in one piece, this they did. Apparently that took the entire focus of United, because somewhere between point A and B, my personal items were rummaged through, picked over, and now, not in my possession anymore. Some of these items are one of a kind, not made any more pieces, sentimental value pieces, medications, toiletries,and gifts for family. I have nothing to show for my trip to my friends and family now but an awful story about how United is responsible for “losing” probably around $1000 of items that were tucked away inside my checked baggage.
Every item I purchased from the places I visited were inside my checked bag, as well as 2 of my favorite jackets and other miscellaneous items. Outside of the material value of these items, I feel violated and robbed.
When I asked if there was something United could do to check with the baggage people to see if maybe they “found” something around the baggage area, I was told “We don’t do that.” When I asked if there was any way I could talk to someone down in the baggage area, I was met with “We don’t do that.”
I’m honestly trying to keep an open mind about this scenario, but please understand this is not easy. I’m still infuriated as I write this, and as I started to do an inventory of things missing for the claim form, I stopped midway through to make yet another time-wasting phone call to United to see if maybe they could help me. Sure enough, “We don’t do that.”
Maybe someone from United can tell me what you can do? Can you talk to whoever was on shift unloading my bags from the plane? Can you find out who is responsible for baggage for this flight and see who worked? Check a camera to see if someone left with any extra wares that evening? Maybe have the person on the phone patch me through to who they said they would instead of the number I called?
I’m sure this situation has happened many other times with many more people with much more expensive things. I have no doubt United has many canned policies on “We don’t cover that for this reason” type of situations. I truly hope my belief isn’t the case.
I am sending this Customer Relations Complaint now, and plan on having the corresponding “Missing Property Questionnaire” filled out tomorrow morning. Please forward this to the proper personnel for dealing with this situation.
Please contact me as soon as possible regarding this manner.
PS- I also suggest you extend the “Session Timeout” values on this form. Anyone who is going to be sending you detailed information as you ask for is bound to click “Continue” and be met with a blank “Session Timeout” message to see their passionate praise/woes erased before them. Lucky for me, I copied this for record. Just a suggestion.
PS- I also suggest you extend the “Session Timeout” values on this form. Anyone who is going to be sending you detailed information as you ask for is bound to click “Continue” and be met with a blank “Session Timeout” message to see their passionate praise/woes erased before them. Lucky for me, I copied this for record. Just a suggestion.