On July 2nd, luggage was lost from a flight from Ecuador to Bozeman, MT. The owner of the luggage was a young woman coming to the States for the first time. She has since returned to Ecuador. United has been dragging their feet regarding compensation. All phone calls regarding lost luggage are answered in India. Totally useless, I have never gotten the same information twice. I cannot even get a United agent in the USA to give me another number, other than the one to India. Also, I have written a letter on her behalf to their corporate office to no avail. Who in the heck is running United Airlines and why are they hiding behind their employees? It is the worst customer service I have ever experienced! And what a showing for this international individual's first experience in the USA. United Airlines, you should be ashamed!
Consumer Complaints & Reviews
Terrible and absolutely unacceptable. I flew United Airlines Business from London to MSP via Chicago. I checked (2) bags and I had the following items stolen: work-issued Dell laptop, Tiffany's jewelry, and new in box make-up. I called United to file a theft report and to confirm the action they would take. I was expecting United to take immediate action and work to resolve this appalling issue, but instead they asked me if there was a TSA notice of baggage inspection inside the bag. Yes, there was a TSA notice inside the bag that had the items stolen. So the United Managing Supervisor told me that he could not help me and that I would need to contact the TSA team. I called the Chicago Police, who were incredibly helpful and filed a police report.
On January 16, 2004 I flew a connector flight from Grand Rapids, Michigan to Chicago, Ohare enroute to Warsaw, Poland. Before boarding the plane in Grand Rapids the airline personnel claimed space was limited and asked us to stow our luggage underneath the plane. They failed to inform me that luggage needed to be tagged. I left my bag (carry-on size) on the luggage cart to be stowed.
Upon arrival at O'Hare they refused to return my luggage to me. I visually saw my bag sitting 15 feet from me. They claimed it was against Federal Law to return it and I would have to claim it at baggage claim. I waited at baggage claim for an hour before enlisting the help of a United employee to track down my bag. They could not find it. I was told that shift change had just occured, so they were unable to find were the bag had been placed.
The bag has still not been located and it appears obvious that one of their employees stole it. I consider it theft for not returning it when I arrived. I have filed every lost baggage report and tracing form they have, but have been rebuffed by their lost baggage department when I attempt to find information.
Economic damage was high. The bag contained an engagement ring, Christmas presents, birthday presents, and electronics. Total value of the bag/items was approximately $5,700. Since the primary purpose of the trip was to propose I include monetary damages for tickets, hotels, and taxi's at an additional $1600. That equals $7300 and does not include the time, planning, and emotional distress involved.
