Lost Bag
 

For some reasons our friends at United decided to put one of our three bags on a different flight. Absolutely ridiculous. Only reinforces what a loser airline UA is.

mistakes happen, I am sure that you are not perfect either.

No one is perfect, but they do charge for this service. I think it is reasonable to expect it to get there on time. If I pay FedEx $25 for a next day delivery and it isn't delivered, I expect my money back. It has never happened. Lost bags on airlines on the other hand are ubiquitous. Possibly because their employees are distracted on the job by the opportunities to steal.

I'm sure there is no employee theft at Fed Ex or the like. None at all.

https://www.google.com/search?hl=en&...hp.c9uGrsA8gOc

At least FedEx take active measures to detect employee theft and have security, video surveillance and tracking in place. The airlines conspire to deny the problem, almost never call the police when theft is reported and fail to investigate the losses.

Mistakes
 

Hi Pattis, yes, mistakes happen and i make many mistakes, but the difference is that I am not a corporation whose goal is to provide excellent customer service, has failed to do so and doesn't provide meaningful service recovery. When I make a mistake I own up to it, go out of my way to rectify the situation and delight the person I've harmed. It's all about service recovery and reputation.

If a person pays for baggage and it does not arrive as the same time as a passenger I do feel as though their fees should be refunded.