Lost luggage
U.S. airlines’ luggage problems just keep getting worse and worse According to the U.S. Department of Transportation (DOT), more than 2.7 million pieces of luggage were reported lost, damaged, delayed or pilfered during the first nine months of 2005, up from 1.9 million pieces of luggage during the same period in 2004
The airlines tend to report these figures in ways that make the problem seem insignificant, saying things like “only” 6.09 reports are lodged for every 1,000 passengers. In reality, that number is staggering. Think about it. That’s one bag lost, damaged, delayed (or pilfered!) for every 164 passengers - or about one bag per planeload. Or, look at it this way: During the first nine months of last year, the airlines mishandled about 9,900 bags a day. And that’s a 37 percent increase over 2004.
It seems that the situation is bad and getting worse.
I get mail from readers with luggage problems all the time. Complaints range from general foot-dragging to disagreements about the value of long-missing articles.
Sometimes luggage problems arise in plain view of the passengers - and the airline does nothing about it. A United Airlines passenger traveling from Japan told me the frustrating story of passengers seeing their luggage left in carts beside the aircraft, duly alerting the flight attendants - then watching in disbelief as the plane took off without the suitcases.
Nor did the situation improve after the plane landed. Despite assurances that the luggage would eventually be delivered, United was unable to locate the traveler’s bags. When she asked if she could go to the airport and inspect the unclaimed bags herself, she was told that the luggage was in a “secure area” off limits to the public (i.e., off limits to its owners).
Through persistence, this passenger finally located her luggage in a storage area. Curiously, both her nametag and the claim tags were gone. How is that possible? Tornado?
What should you do if your luggage is lost, delayed, damaged or stolen?
Complain, complain, complain. First, complain — in writing — to the airlines, letting them know exactly how you feel. Make sure you send a copy of the complaint to the Department of Transportation, and let the airline know you are doing so.
Consumers can call, write or e-mail the DOT’s Aviation Consumer Protection Division (ACPD) to register their concerns about any airline service. They can call the ACPD 24 hours a day at to record a complaint; the number is 202-366-2220. The office records all complaints and attempts to return all calls. Letters and e-mails will be reviewed and acknowledged and, when appropriate, will be forwarded to an airline official for further consideration. The mailing address is:
Aviation Consumer Protection Division
U.S. Department of Transportation
Room 4107, C-75
Washington, DC 20590
The e-mail address is airconsumer@ost.dot.gov.
Get remuneration. If you have household goods insurance, it will cover lost luggage (subject to your usual deductible). If you have a Diners Club card, you have $1,250 of replacement-cost insurance for anything in your checked luggage. The American Express Platinum card also has an insurance program. Some of the new MasterCard and Visa Platinum cards also have lost-luggage insurance — read your fine print to find out.
One piece of good news is that the airlines have all raised their liability limits for lost luggage to $2,500 for losses incurred on domestic flights. This is a step in the right direction. But remember that the burden is on the passenger to provide a complete list of articles packed in the lost luggage and to supply the price paid for each item. The airlines will then depreciate the value of everything according to insurance tables.
It appears that luggage problems are endemic to the airline industry. The reasons are many - and a good subject for another column. Meanwhile, my advice is to pack light, carry on and keep a sharp eye on your luggage at all times.
If you can’t, and you suffer a luggage loss, follow the advice in this column: First get mad, then get even.
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