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So…

I gave United Airlines the time to respond to my complaint. They said they need 5 days. It’s been 8.

I gave the TSA time to respond as well.  They have emailed me and told me I was missing some information from a form I sent, I e-mailed my point of contact at the TSA back, she directly emailed me back, and I got her the information necessary.  I directly spoke with someone representing this GOVERNMENT AGENCY regarding a claim I filed.  I’m impressed, honestly my money was on United, being a corporation that would seemingly value its customers opinion, to be in touch first.

Recap.

Submitted:
-1 United Customer Complaint via website. (5 Day response time was the auto-reply I received form United on this.  It’s been 8 days.)

-1 United Lost/Stolen Goods Claim (30-60 Day response time, United has acknowledge they have received my claim, and below is the transcript of that debacle)

-1 TSA Lost/Stolen Goods Claim (30-60 Day responce time, A government agency got in touch with me and had me send them supplemental signatures for the form.  Impressive, and they are now working on this claim.)

So far, the United has sent me an automated email, as seen below, acknowledging my claim submission:

Thank you for completing your Missing Property Questionnaire which we received in our Claims office on October 27, 2009.

Your claim is being forwarded to a Claim Representative for resolution. You will be notified by the Claim Representative upon conclusion of your claim.  Our commitment is to conclude your claim within 60 days of receipt of your written claim.

At anytime throughout this process you can always check the status of your claim by going to www.united.com/bagtrack. For additional inquiries, we can also be reached via email at web-baggage@united.com.

Please accept our sincere apology for the inconvenience you are experiencing and we thank you for your patience during this process.

Yours Sincerely,

United Airlines Central Baggage Services

My Reply:

To Whom It May Concern:

Can someone inform me what is being done for my claim?  I do not have delayed or missing baggage, but missing/stolen contents from my baggage.  I’m just curious as to the steps being taken and approximately how long it takes to recieve an outcome of this.

I’ve contacted United twice a day since the time I found my items missing on 10/24, and I’m yet to hear back in any way from United.

Thank you for contacting United Airlines.  We sincerely apologize for
the inconvenience we have caused and please know that we are working
diligently behind the scenes to resolve your issue. To help explain our
next steps, below you will find an outline of our handling process for
situations related to Delayed and Damaged Bags.

If your situation is regarding a delayed bag after 72 hours of travel,
we will need to begin our formal tracing process. In order to begin the
process, please complete the Baggage Tracing/Claim Form available online
at united.com/baggage. The detailed information you provide on this
form, in hand with the industry wide baggage tracing system United
subscribes to, will be used to help us locate your property.  Once we
receive your Baggage Tracing Claim Form, we will have our internal
Tracers look for your property.  Once your property is located, we will
contact you and expedite its delivery to you.

If our tracing efforts are unsuccessful, your claim will be forwarded to
a Claim Representative for resolution.  You will be notified by the
Claim Representative upon conclusion of your claim.  Our commitment is
to conclude your claim within 60 days of receipt of your written claim.

If you are contacting us regarding authorized expenses you incurred due
to the temporary delay of your property, please fax your Baggage Tracing
Claim Form and your receipts to 847-700-5381. Once we receive your
information, we will review and conclude your claim within 60 days of
receipt of your written claim.

If you are contacting us to report damaged property, please be advised
that all damaged bags need to be assessed by the airport to determine
the level of damage.  The claim must be reported, in person, to the
United Airlines Baggage Service Office at your nearest airport.  Damage
reports must be filed within 24 hours of receiving your bag for Domestic
and 7 days for International travel.

At anytime throughout this process you can always check the status of
your claim by going to www.united.com/bagtrack. For additional
inquiries, we can also be reached via email at web-baggage@united.com.

Please accept our sincere apology for the inconvenience you are
experiencing and we thank you for your patience during this process.

We value your business.  Thank you for choosing United.

This isn’t what I asked… is there a human being that can reply to this besides the canned form letter?

I want someone to inform me what is being done for my claim?  I do not have delayed or missing baggage, but missing/stolen contents from my baggage.  I want to know what is being done, and how long circumstances like this take to resolve.

I’ve contacted United twice a day since the time I found my items missing on 10/24, and I’m yet to hear back in any way from a United representative.

Please respond addressing my concerns.

Thank you for contacting United Airlines.  We sincerely apologize for
the inconvenience we have caused and please know that we are working
diligently behind the scenes to resolve your issue. To help explain our
next steps, below you will find an outline of our handling process for
situations related to Delayed and Damaged Bags.

If your situation is regarding a delayed bag after 72 hours of travel,
we will need to begin our formal tracing process. In order to begin the
process, please complete the Baggage Tracing/Claim Form available online
at united.com/baggage. The detailed information you provide on this
form, in hand with the industry wide baggage tracing system United
subscribes to, will be used to help us locate your property.  Once we
receive your Baggage Tracing Claim Form, we will have our internal
Tracers look for your property.  Once your property is located, we will
contact you and expedite its delivery to you.

If our tracing efforts are unsuccessful, your claim will be forwarded to
a Claim Representative for resolution.  You will be notified by the
Claim Representative upon conclusion of your claim.  Our commitment is
to conclude your claim within 60 days of receipt of your written claim.

If you are contacting us regarding authorized expenses you incurred due
to the temporary delay of your property, please fax your Baggage Tracing
Claim Form and your receipts to 847-700-5381. Once we receive your
information, we will review and conclude your claim within 60 days of
receipt of your written claim.

If you are contacting us to report damaged property, please be advised
that all damaged bags need to be assessed by the airport to determine
the level of damage.  The claim must be reported, in person, to the
United Airlines Baggage Service Office at your nearest airport.  Damage
reports must be filed within 24 hours of receiving your bag for Domestic
and 7 days for International travel.

At anytime throughout this process you can always check the status of
your claim by going to www.united.com/bagtrack. For additional
inquiries, we can also be reached via email at web-baggage@united.com.

Please accept our sincere apology for the inconvenience you are
experiencing and we thank you for your patience during this process.

We value your business.  Thank you for choosing United.