Why Do Big Companies like United Airlines Get to Push Us Around?
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I’m in Virginia Beach right now, typing to you because my golf outing is canceled due to the fact that I do not have my golf clubs! I was supposed to arrive last night by plane with my golf clubs to meet some friends over here but United Airlines apparently routed my golf clubs to Newark, NJ instead of Norfolk, VA.
When I didn’t see my golf clubs come out of the carrousel, I went to baggage services and they told me that my club was actually in another city due to human error. What’s more frustrating is that they don’t know when my clubs will arrive. The representative told me that they will do their best to have my clubs delivered the next day. However, my golf outing is supposed to be 9:00am today and they said they would not be able to make it on time. I asked about reimbursing me on club rentals and the representative said they could not because their policy is not to do anything unless the delay of the baggage is over 24 hours. This is complete nonsense but what’s interesting is that they will reimburse me if I had a higher status (meaning if I flew more often with United this year).
I called United customer service instead of dealing with that person at baggage services. After an hour on the phone with the rep, she asked me to rent the clubs and keep the receipts and to send it to United headquarters where they will “consider” reimbursing me. I told them that this was very unreasonable because I really cannot spend money when I don’t even know if I will get it back. The representative told me that there isn’t anything she or anyone else over the phone can do.
How is that reasonable? I handed my golf clubs to a United Airlines representative, paid airfare and expect my clubs to arrive the same time I am at my destination, not within 24 hours. They mishandled the package, and now I’m stuck and this sort of ruined my golf trip which cost me emotionally and financially.
I cannot see how this is reasonable for them to just say that the company policy is to not reimburse me and just kick me out the door. I hope some bigger media company picks this story up and make a big deal out of it so airlines (and probably other companies) can fix their so called “policies”.
I’m not happy that United Airlines have evidently pushed me around because I’m only a regular customer. Please let me know if you have a similar experience and have a better way to deal with this because I don’t feel like this is fair.
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Feel Good About Turning Down $2500 by Deciding to Do the Right Thing | Personal Finance Blog by Money Ning on October 31st, 2007 at 8:30 am Says:
[...] but I decided not to because it was the right thing to do. A few days ago, I wrote about having a delayed bag with United Airlines, making my golf trip not as fun as it could’ve been. Annoyingly, the airline delayed my bag [...]
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Why not try to solve this issue in a more positive manner? Now you have an opportunity to try out your friend’s golf clubs.
I had a bade expierce with United regarding an escort for my undeage brother during his first plane trip which included 3 stops in major airports. In short, my complaints went nowhere and I now don’t fly on United. their customer service is horrible.
To be fair, United sucks but so does pretty much other airline out there. Take it from someone who flies a lot. I too had a lost luggage incident recently. It was an international airline. Just two weeks ago my brother’s luggage was lost by Continental. There is no such thing as a good airline.
To be even more fair, running an airline (or an airport) is a very VERY complex task. It actually amazes me that they don’t lose a whole lot more bags.
KCLau: Actually it’s quite difficult to use someone else’s clubs because a) they are using it and b) you aren’t used to them. I really rather have my own but I will try to do what I can to stay positive!
Laura: Hmm. I must say that out of the 5 times I have called, I got one good representative. She was very polite over the phone but everyone else was no good. They seem to think that saying “Sorry, I understand your situation” 40x in 5 minutes helps.
Shadox: I’m not sure why they should lose baggages and why it has to be so complex with all the computer systems nowadays. I think the airports themselves need to be more organized and not hire everyone that don’t really care about their job.
those rat bastards.
where’s that digg button???
Living Off Dividends: It’s at the bottom of the post! (Well, I just have a Digg link, not a Digg button :))
I do not fly United, as it is my opinion that they suck, but most airlines do when it comes to this sort of thing. If they lose your bag, they are only liable for like $50 - you and I both know that what is in oiur luggage is worth a lot more than $50. And, a customer is a customer, whether they are a 1 time flyer, or a gold medallion freaking superlfyer! I would write a poison pen letter, and contact my local news “on your side” consumer reports dept if you have one.
Cheryl: Thank you! I don’t understand how they get away with it. I guess this is just part of the law since it is not written for the little guy in mind.