[SoCalCool]

American Airlines Welcomes All Thieves Aboard

During my recent overnight AA flight 192 from Los Angeles to Boston, a brazen passenger rummaged through overhead bins, removed my luggage and stole both my Apple iPad and iPhone. Since I installed Apple’s Mobile Me software with the location finder, I was able to determine the culprit’s street address in South Boston as soon as each device was turned on. While Google maps showed me that the address was a three-story apartment building, the location finder could not tell me the specific unit number. I contacted Boston Police to report the crime, and they asked me to obtain the passengers name so they could investigate the theft.

I then contacted American’s customer relations department and they informed me that “they could only release the passenger’s name if the police issued a subpoena.” Ever hear of Catch 22? How can the police issue a subpoena without a name? Customer relations also said their policy doesn't cover any losses from onboard theft, regardless of circumstances.[/font]

I then contacted American’s press relations department. They informed me that “overhead bins are public storage spaces to which customers have free access. As with any public place, it is each individual’s personal responsibility to ensure the security of their belongings. We cannot be held responsible for any unattended items reported missing.” If I'm on an overnight flight, shouldn't I be sleeping instead of guarding "my" shared overhead bin? Don't you think American has a responsibility to inform passengers of this – or at least issue some legal disclaimer – during pre-flight instructions? “Dear passengers, anyone can access your valuables while you are asleep during flight and we will not question them, or be held responsible. Please keep valuables in your possession at all times, or avoid sleeping on overnight flights.” That would be reassuring, don't you think?

It’s very disturbing and hypocritical that American will offer me a $400 voucher if they overbook a flight, and will cover lost baggage up to $3,300, but they will offer no compensation whatsoever for theft that occurred under their watch while I was sleeping on an overnight flight. Perhaps just as bad, they will not even help me recoup my property, despite me having proof of a person’s whereabouts. This is a warning that none of your valuables are safe on American, and they will assume no responsibility regardless of circumstances.

I’m sure thieves know this, too. And it’s probably safe to say that until American does something about it, others will fall prey to the same pilfering. That’s my experience and perspective. Please spread the word and share yours