Baggage Problems

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Baggage Problems
How Continental Airlines almost ruined my vacation

 
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  #1  
Old Jun 6, 2007, 3:11 AM
brandonc1 brandonc1 is offline
 
Join Date: Jun 2007
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We recently took a vacation to SanDestin Florida. This was in conjunction with a work trip/conference we were having. This was supposed to be a great trip, mixing in a little work and fun. Unfortunately, due to Continental Airlines baggage handling and customer satisfaction program we had to start our vacation later than anyone else.

Here is what happened.

We flew on Continental Airlines from Phoenix to Fort Walton. Unfortunately when we arrived one of my suitcases was ruined! It looked like something had chewed up the bag and itís contents.

The bag was no big deal, I get them for free through work. The problem was the contents inside. My wife had just purchased 3 pairs of new shoes for the trip. You know how women are with their shoes. These were new, purchased the day before, some still even had their tags on them.
But, all three pairs were ruined! They were chewed up, just like the bag was. Not only that, but my LeatherMan Charge TTi was missing!

So I asked the customer service agent what they were going to do about it.
If you can believe it they offered me an used bag and $50.00 in flight credit.

Like I said, I didnít care about the bag. A used one was fine. But the $50.00 in flight credit was a huge insult! This is not a credit or a check, it was a bill!
It meant that I would have to fly on Continental again, give them money so I could take a credit. Who would fall for that?
Sheez, I get more than $50.00 off a flight, just by using my special travel agent.

So I told the agent that I would have to purchase 3 pairs of shoes for my wife, in Destin, FL, rent a car to get to a shoe store and spend 1/2 a day shopping for them.

This didnít even include a replacement for my beloved LeatherMan!

You will never believe what happened when I mentioned this. The agent, got her Manager and he told me they would give me 2 bags and $100.00 in flight credit.
Whoopee! I donít need 2 bags and the $100.00 was still just a bill and an insult at that.

When I asked if that was the best they could do, they told me that was it. Take it or leave it! If I had a problem I could call Continental.

So, I had no choice. I had a Limousine out front, on the curb waiting for us. So I told them, just give me the bags, so I at least had something to put my other stuff in and to give me the $100.00 credit. I told them I would call Continental later, when I had time.

So, I grabbed the bags, had the wife take care of moving the contents.
I was then told to go to the Service counter, they would meet me and they would give me the credit.

But, again, it wasnít that easy.
I went to the counter and no one was there. I donít mean the agent I was talking to wasnít there. No one was there. Just me and some customers.

I waited about 10 minutes and finally the agent showed up. But at this time there were several people in line and even though I was off to the side and could be clearly seen, the agent decided to wait on the other people.
Again, after waiting 10 more minutes I could no longer wait. The Limousine was out front, on the curb waiting and had to go.

So, I ended up leaving the airport with a used bag and not even the $100.00 Continental Bill Flight credit.

Once to the hotel, checked in and set, I then had to find a car. Fortunately one of my associates had one there that I could borrow, so I did not have to rent one.

We then spent the rest of the day finding shoes stores, shopping for shoes that would match her outfits and getting back to the hotel. We almost missed the welcome party at 6:00 PM.

Well, now we are back home.
Leatherman Charge TTi I am out over $400.00 for new shoes and a LeatherMan. Man I miss that tool!
I needed it twice just today. Once for the boys bike and once for some new items I received. Now I am going to have to go out and get me a new one this weekend.

I have sent a letter to Continental Airlines about this and am awaiting a response.
No, I did not threaten to sue, I did not threaten to call some TV station, all I want is to be repaid for my expenses and I would be happy.

I am in the service business also. I know how things happen and how it may not be anyoneís fault. But if Continental Airlines are not going to empower their people to resolve an issue immediately, I recommend they donít allow them to offer anything.

Having someone say hereís a $50.00 Flight credit is just plain insulting! I would rather they give me a claim form, document the problem and then resolve it later.

Hopefully after they review my letter and contact me, they will resolve the problem and everyone will be happy.
If so, I will post here that they did and praise their services. If not, you will hear about that too. At this point, I guarantee that all 130 couple at the conference heard about it. My wife could not say enough about how she was insulted by the Customer Service agent.

FYI, from their PR on their website:

Continental Airlines is dedicated to providing a level of service to our customers that makes us a leader in the airline industry today. We understand that to do this we need to have a product we are proud of and employees who like coming to work everyday. Objective evidence shows that we are leading the industry in customer service.

I guess I will find out!

Update: 24 Hours later:
No response from Continental. I did receive an automated e-mail response. It gave me a tracking number and that was it. Guess they were too busy today to bother with my e-mail.

Update: 4 Days later:
No response from Continental. Wonder how long it will take.

Update: 15 Days later:
No response from Continental. Since no response to emails, we just snail mailed them all the information. Will see if that helps.

Update 1 month later:
Have mailed (UPSP) a complaint, used their complaint form along with all pertinent docs and information. No replay yet.

See more at:
http://www.make-this-work.com/blog
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  #2  
Old Dec 9, 2009, 6:27 PM
tsky tsky is offline
 
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Posts: 9

don't ever fly this airline again and tell all your friends about it. they stolen my stuff from my checked bag, and yet they can't do anything about it. That's how they works in Continental.
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  #3  
Old Dec 9, 2009, 6:39 PM
PHXFlyer PHXFlyer is offline
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Originally Posted by tsky View Post
don't ever fly this airline again and tell all your friends about it. they stolen my stuff from my checked bag, and yet they can't do anything about it. That's how they works in Continental.
Stop blaming the airline when it was most likely the TSA who stole your watch. (See the OP's other post here.)

Next time you travel you'll know better than to place valuables in your checked luggage.
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  #4  
Old Dec 9, 2009, 7:16 PM
tsky tsky is offline
 
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Originally Posted by PHXFlyer View Post
Stop blaming the airline when it was most likely the TSA who stole your watch. (See the OP's other post here.)

Next time you travel you'll know better than to place valuables in your checked luggage.
that was before you reply my post
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  #5  
Old Dec 9, 2009, 7:28 PM
tsky tsky is offline
 
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I thought you are smart enough to check the time instead of rush to conclusion.
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  #6  
Old Dec 9, 2009, 7:49 PM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

I don't know where the evidence is that the thief is more likely to be working for the TSA than baggage handling. Both have been proven to be theives. Phx's suggestion that it is "more likely" to be the TSA is nothing more than conjecture.

You had a lucky escape not getting the $100 voucher. You are entitled to cash.. and had you accepted it, that would have been a done deal. If you have the damaged shoes and the damaged bag, I cannot see what their defence is. The only possible one is that your bag was not adequate for travel, but they would have to be able to prove this and perhaps why they accepted in the first place.

Hold out for cash.. you are entitled to it. You should also complain to the DOT about their failure to address your complaint.
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  #7  
Old Dec 10, 2009, 10:54 AM
PHXFlyer PHXFlyer is offline
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Originally Posted by jimworcs View Post
I don't know where the evidence is that the thief is more likely to be working for the TSA than baggage handling. Both have been proven to be theives. Phx's suggestion that it is "more likely" to be the TSA is nothing more than conjecture.

You had a lucky escape not getting the $100 voucher. You are entitled to cash.. and had you accepted it, that would have been a done deal. If you have the damaged shoes and the damaged bag, I cannot see what their defence is. The only possible one is that your bag was not adequate for travel, but they would have to be able to prove this and perhaps why they accepted in the first place.

Hold out for cash.. you are entitled to it. You should also complain to the DOT about their failure to address your complaint.
tsky tacked a comment onto a 2+ year old thread.
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  #8  
Old Dec 10, 2009, 6:47 PM
tsky tsky is offline
 
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Originally Posted by PHXFlyer View Post
tsky tacked a comment onto a 2+ year old thread.
you are right, I had my anger clog my eye,
and that's why I am the victim, and you are the professional.
so what's your excuse? too much sarcasm?
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