All,
I had the unfortunate experience of having my Futur and the accompanying Silver-tipped badger hair brush stolen from my suitcase and American refused to pay for it. On a recent trip to South America, I checked my bag in the US but due to flight #1 plane taken out of service, I missed my connection so I decided not to travel. I had a meeting the next morning that I would not be able to attend, so why travel, right? American said that they would pull my bag and keep it in my home city, calling me or delivering it to my house. Unfortunately, my bag went missing for several days, somehow ended up in the destination city a few days later, then eventually made it back to me about a week and a half later. When I opened my bag, it had been ransacked, heirloom cufflinks stolen, as well as my razor and brush (as well as my deodorant - who the hell steals a deodorant???). I filed a claim at the airport the next day, but they said that they couldnt do anything. I wrote to American Airlines AAdvantage Premier (I am Platinum with over 1,400,000 miles flown on American). They basically said tough luck, Mr. Loyal Frequent Flyer who has spent over $30,000 on tickets the last 6 months. They comped me 15,000 miles, which is basically worthless to me as I have plenty accumulated. Below is a cut and paste of the response they sent to me. The moral of the story? Put your razor and brush in your brief case, leave your blades in your suitcase.
Dear Mr. XXXXXX:
Please accept my apology for the difficulties you encountered when you traveled with us from XXXXXX. I am sorry flight XXXX was delayed on July X and cancelled on July X as the result of mechanical problems.
We wish we had it in our power to guarantee that planes would always arrive on time and cancellations just wouldn't happen. Unhappily, we don't*--*but what we can and should do is make every attempt to minimize the inconvenience for our customers whenever we do encounter operational problems. I am sorry that we didn't do a better job of making the situation a little less trying.
We are as concerned as you are about the circumstances you described. Personnel in our Security Department use a program of surveillance and other means to prevent property loss -- especially in this era of heightened security. Our statistical measures reflect that our efforts are highly successful but I realize this is of little solace to you since you are reportedly missing some of your belongings.
Certain items in checked luggage are not covered under our Conditions of Carriage. We do not accept responsibility for antiques, artifacts, artwork, books and documents, china, computers and other electronic equipment, computer software, fragile items (including child/infant restraint devices such as strollers and car seats), eyeglasses, prescription sunglasses, non-prescription sunglasses and all other eyewear and eye/vision devices whether lenses are glass, plastic, or some other material, furs, heirlooms, items carried in the passenger compartment of the aircraft, liquids, medicines, money, orthotics, surgical supports, perishable items, photographic, video and optical equipment, precious metals, stones or jewelry, securities and negotiable papers, silverware, samples, unique or irreplaceable items or any other similar valuable items. American does not accept these items in or as checked baggage and assumes no responsibility or liability for such items, regardless of whether American knew or should have known of the presence of such items in checked or transferred baggage. If any such items are lost, damaged or delayed, you will not be entitled to any reimbursement under American's standard baggage liability, or under any declared excess valuation. Do not attempt to check these items. Carry them with you in the passenger cabin (subject to carryon baggage limitations). Information about our baggage liability policy is displayed at all ticket counters. For additional details visit AA.com.
Nevertheless, we'd like to make amends and extend a gesture of goodwill. Accordingly, I've credited 15,000 bonus miles to your AAdvantage® account. I hope you will be encouraged to give us another chance to serve you soon.
Again, Mr. XXXXXX, we apologize for disappointing you. At the same time, however, we're glad you took the time to let us know what happened. We rely on feedback from our customers to be sure that we are concentrating our efforts on quality. Your comments will help us keep that focus.
This is an "outgoing only" email address. If you 'reply' to this message by simply selecting the reply button, we will not receive your additional comments. Please assist us in providing you with a timely response to any feedback you have for us by always sending us your email messages via AA.com at http://www.aa.com/customerrelations.
Sincerely,
XXXXXXXXXXXX
Customer Relations
American Airlines
I had the unfortunate experience of having my Futur and the accompanying Silver-tipped badger hair brush stolen from my suitcase and American refused to pay for it. On a recent trip to South America, I checked my bag in the US but due to flight #1 plane taken out of service, I missed my connection so I decided not to travel. I had a meeting the next morning that I would not be able to attend, so why travel, right? American said that they would pull my bag and keep it in my home city, calling me or delivering it to my house. Unfortunately, my bag went missing for several days, somehow ended up in the destination city a few days later, then eventually made it back to me about a week and a half later. When I opened my bag, it had been ransacked, heirloom cufflinks stolen, as well as my razor and brush (as well as my deodorant - who the hell steals a deodorant???). I filed a claim at the airport the next day, but they said that they couldnt do anything. I wrote to American Airlines AAdvantage Premier (I am Platinum with over 1,400,000 miles flown on American). They basically said tough luck, Mr. Loyal Frequent Flyer who has spent over $30,000 on tickets the last 6 months. They comped me 15,000 miles, which is basically worthless to me as I have plenty accumulated. Below is a cut and paste of the response they sent to me. The moral of the story? Put your razor and brush in your brief case, leave your blades in your suitcase.
Dear Mr. XXXXXX:
Please accept my apology for the difficulties you encountered when you traveled with us from XXXXXX. I am sorry flight XXXX was delayed on July X and cancelled on July X as the result of mechanical problems.
We wish we had it in our power to guarantee that planes would always arrive on time and cancellations just wouldn't happen. Unhappily, we don't*--*but what we can and should do is make every attempt to minimize the inconvenience for our customers whenever we do encounter operational problems. I am sorry that we didn't do a better job of making the situation a little less trying.
We are as concerned as you are about the circumstances you described. Personnel in our Security Department use a program of surveillance and other means to prevent property loss -- especially in this era of heightened security. Our statistical measures reflect that our efforts are highly successful but I realize this is of little solace to you since you are reportedly missing some of your belongings.
Certain items in checked luggage are not covered under our Conditions of Carriage. We do not accept responsibility for antiques, artifacts, artwork, books and documents, china, computers and other electronic equipment, computer software, fragile items (including child/infant restraint devices such as strollers and car seats), eyeglasses, prescription sunglasses, non-prescription sunglasses and all other eyewear and eye/vision devices whether lenses are glass, plastic, or some other material, furs, heirlooms, items carried in the passenger compartment of the aircraft, liquids, medicines, money, orthotics, surgical supports, perishable items, photographic, video and optical equipment, precious metals, stones or jewelry, securities and negotiable papers, silverware, samples, unique or irreplaceable items or any other similar valuable items. American does not accept these items in or as checked baggage and assumes no responsibility or liability for such items, regardless of whether American knew or should have known of the presence of such items in checked or transferred baggage. If any such items are lost, damaged or delayed, you will not be entitled to any reimbursement under American's standard baggage liability, or under any declared excess valuation. Do not attempt to check these items. Carry them with you in the passenger cabin (subject to carryon baggage limitations). Information about our baggage liability policy is displayed at all ticket counters. For additional details visit AA.com.
Nevertheless, we'd like to make amends and extend a gesture of goodwill. Accordingly, I've credited 15,000 bonus miles to your AAdvantage® account. I hope you will be encouraged to give us another chance to serve you soon.
Again, Mr. XXXXXX, we apologize for disappointing you. At the same time, however, we're glad you took the time to let us know what happened. We rely on feedback from our customers to be sure that we are concentrating our efforts on quality. Your comments will help us keep that focus.
This is an "outgoing only" email address. If you 'reply' to this message by simply selecting the reply button, we will not receive your additional comments. Please assist us in providing you with a timely response to any feedback you have for us by always sending us your email messages via AA.com at http://www.aa.com/customerrelations.
Sincerely,
XXXXXXXXXXXX
Customer Relations
American Airlines
