Why Lie? What difference would it make?
 

Lack of knowledable customer service at and lying about the whereabouts of our luggage.

My husband and I were taking a flight from Reagan National Airport (DCA) to Freeport Bahamas (FPO) via Charlotte, NC (CLT). Our trip was one week - Friday to Friday. We arrived 2 hours ahead of time and checked two pieces of luggage and went through security. Shortly after we checked in at the gate, we were informed that our 7:40 a.m. flight had been "delayed" in Buffalo, NY due to weather. (Hey USAir its winter and if you leave a small plane in Buffalo overnight, its not going to make it to DC in the morning).

I immediately went to the gate agent and explained to her that we needed to get on the next available flight to CLT, as our connecting flight was departing at 11:45 a.m. The gate agent stated that she would put us on standby but that there were several persons ahead of us and that it would not be likely that we would get on the next flight (9:00 a.m.) because the plane was full.

After she placed us on standby status, I asked her about alternate ways of getting to Freeport, Bahamas. She didn’t seem very knowledgeable on the flight options to get us to Freeport and I suggested she ask one of the other agents. She tried interrupting other agents, but they were busy with their own customers. I suggested several different options such as going through Ft. Lauderdale, Miami or Atlanta, even on different airlines or other local airports. As I could see this was going nowhere, I thanked her for the help and sat down and waited for 9:00 a.m. flight to board. I was not impressed with this agent’s lack of ability to assist me in getting to our final destination. I think I would have been better off calling their 800 number.

The 9:00 a.m. flight boarded and the gate attendant stated that there was one seat available. There was a group of 8 ahead of us - they didn't want to split up, so we were offered the seat next. Since I did not want to split up with my husband, we declined as well. Then in the last moment, they determined that there were two seats available and the rushed us down the jet way. At this point, we were very happy we made it on this flight. :)

We arrived in Charlotte in time to make our connecting flight to Freeport. We knew at this point that our bags would most likely be delayed due to the cancelation of our first flight, and being on standby status of the 9:00 flight. Not a problem.

Once we arrived in Freeport, of course, our bags did not arrive. I spoke with an agent at the baggage claim area and she was very friendly and helpful. She took down our information and placed a call to set up a claim number and provided us with an 800 number so that we could track our bags. We took a taxi to our timeshare. The only thing I packed in our carryon was my bathing suit, makeup, medicine, etc. No other clothes except what we were wearing that day!

Over the next two days I made several calls to the 800 number using my cell phone. The first call was Friday evening. The agent told me that our bags had been sent to Ft. Lauderdale. Saturday morning, I called again and was told that the bags were in Ft. Lauderdale and that they would be sent via Bahamasair and we should see them on Saturday afternoon.

Since they hadn’t arrived, I called again Saturday afternoon. This is the point that got us upset. I spoke to a female agent who could not answer the question of where our bags were. I explained to her that previous agents told me that they were in Ft. Lauderdale. She was like "uhh, let me put you on hold for a moment. Ok I need to transfer you to the Baggage Claim Office, one moment"...

The man who answered was from the SALES department! He said he would try to help. He was very nice and listened as I explained what had happened with the flight changes and what the other agents had told me. He placed me on hold and came back on the phone and indicated that our bags were "still in DCA and that they were in route to Ft. Lauderdale"!

My first reaction was “WHAT?” :confused: Why did the previous agents lie to me? There was no reason for the agents to lie to me. When I spoke to them, I was not angry, I did not yell or was unpleasant to any of them at any time - since I knew that the bags would be delayed because of the canceled flight and the standby status.

The fact that my bags were not in Ft. Lauderdale but in DCA really didn’t’ make a difference either---what made the difference is that they lied to me. Why was it necessary to lie? My bags were not coming any sooner.

The sales agent told me that we would get reimbursed for “reasonable costs” associated with delayed bags. At this point it was already a day into the trip and I had purchased some clothing at the gift shop. He stated to keep my receipts and to submit them once I returned home.

Finally on Sunday morning we received our bags at the resort. The only items missing were the locks on the bags. I assume someone from TSA or USAirways removed them for security purposes.

Well needless to say they will be getting our bill for "reasonable costs" which will include a refund for my baggage fees, clothing, tolietries and my cell phone "international" calls. Right now its almost $400.


My lesson learned: Don't believe a word the agents are telling you - they lie! :mad: and pack at least a days worth of clothing in your carryon as some places (such as Freeport) you can't find underwear! :eek:

Even the finest “all-inclusive” resorts don’t include underwear!

So sorry to hear about what happened to you and your husband. You were certainly lucky to get on that flight to CLT from DCA, but your luck ran out once you reach the Bahamas. As you pointed out, brand new legislation requires the airline to refund you your baggage fee, and then the contract of carriage will give you reasonable reimbursement for other expenses. Glad you kept careful track and will be submitting a claim for reimbursement. You deserve a lot more than $400!

If you have an iPhone, you can download an app which will record your phone conversations. Very useful when you call airlines. Agents lie all the time. If you start off the call and kindly let them know that the line is recorded on YOUR end, they tend to be a little more careful with what they promise you. That trick has done me well over the years.

Let us know once you’re back in the DC area safely, and if you were able to enjoy the rest of your trip.

Assume all airline employees are lying....it is their default mode. I think they get special training in how to do it, it is so prevalant.

Thanks!
 

Thanks for the info. The rest of the trip was great, the weather was kinda cool, but not as cold as it is here in DC (68-77 with a constant breeze during the day and down to the upper 50's-60 during the night).

The water temp was also chilly. We took a snorkel cruise and the operator said it was 96 degrees (another lie!). We are use to going to Mexico (Cozumel, Rivieria Maya area) and since its futher south, January is a perfect time to go. Unfortuantely this wasn't an all inclusive trip, we rented a timeshare from a friend for the week, so we actually spent more than it would cost for an all inclusive. Plus the flight was expensive, well not so much the flight, but the taxes Bahamas' charge were outrageous! Vision airlines now has direct flights from BWI and RIC to Freeport at good rates, but you still get screwed by the taxes.

I did happen to find underwear in Port Lucaya - but apparently you have to ask for it. They keep it behind the counter. The funny thing is that the woman said all she had was 3XL - I am definately NOT a 3XL - but they were like a size Medium in the US. Not sure why the tags said 3XL but they were made in China, so maybe it was for the small chinese people? LOL

Submitting the bill today... can't wait to see what happens next!

I find your comments offensive. I have been a captain for nearly 20 years and always try to pass on correct and timely information as soon as I have it during any irregular situation. What I have no control over is if people actually listen or want to know the truth, or would rather complain about things I have no control over such as traffic delays weather delays, unscheduled maintenance etc. Some people truly live up to a saying you heat frequently at the airport... Some people truly do check their brains with their bags.

Can you Believe This??
 

So in reply to my last letter - USAIRways sent me a letter stating that they didn't cover "hotel, taxi or phone fees" based on their Contract of Carriage. They did reimburse me for my baggage fees ($50) and sent me a check for $136.01. However, the expenses we incurred were almost $500.

To me this wasn't good enough... so I wrote another letter asking specifically what was covered and what was not covered - a breakdown of expenses that they paid for. Also, I wanted to know where in their Contract of Carriage that it stated that they didn't pay for "hotel, taxi or phone fees", as I couldn't find this information anywhere in the document. In addition, I wrote that they reconsider my phone roaming charges as they were the only people I called while I was in the Bahamas and the fact that each call I was on hold for an extended period and that their reps lied to me several times.

The Rep covering this claim called me yesterday. She stated that she had missed a couple of the receipts and was going to reimburse me for it. I explained to her that my cell phone "roaming" charges were $96 and the fact that if they didn't lose my bags, I wouldn't have had to call. She couldn't tell me where in the Contract of Carriage where it was located (hmm) and maybe it had changed recently. She said as for the lying... that the persons I talked to may have had mis-information because the baggage tracker may not have had the most up to date information. (? - my bags were in Ft. Lauderdale and then they were back in DC??) She said she would see what she could do.

I received an email this morning from her stating that they would cover the additional $140 (where she missed the two receipts for clothing) and that they would give me two $100.00 credits for flights in the future (one for me and one for my husband). So all in all - they actually reimbursed me (including the two vouchers) more than what I initially asked for.

I guess persistence pays off! A surprising Happy Ending...until my next flight with them. :D

At the end of the day… no one should have lost your bags, lied, or even “missed” receipts. You deserve a public apology from the CEO. But in a hardly profitable industry with harsh conditions for employees and passengers alike, you were compensated.

It should be noted that you earned this outcome because you remained patient, persistent, and were well-versed on your entitlements. So congratulations to you for making this a happy ending. Hopefully this will just become another story you tell during the holidays to your friends and family. I hope you use those vouchers--and that your next visit to this website is as a reader, only. Best of luck to you!

Thanks
 

Thanks Matt_FLL - You're right. I was just going to forget about it and take the $186 worth of reimbursement and call it a day...but then I got thinking about it and it ****** me off again :mad: - why shouldn't they pay for their mistakes and lies.

I am glad that this worked out in the end and Yes I plan to use the vouchers this summer for a flight in the states. However the voucher states that I have to "call" to get the voucher discount and it cannot be used online. So I guess I will have to pay the extra charge to have a Rep place my flights... the fees never end.

I've used a US Airways voucher myself and they did not charge for the phone reservation as it could not be booked any other way. If they attempt to charge you, fight it!

No Charges! Wow!
 

I thought that they may charge me for booking the flight by phone...I guess with a voucher they don't charge you.

I did sit on hold for 25 minutes after speaking with an agent for 10 minutes booking our flights for this summer. She put me on hold for 25 minutes - never came back to check on me or let me know what was going on... so after waiting that long, I finally hung up (figured I was in the loop and the call was lost :mad:).

So then I spent another 25 min. with another agent and asked her to come back and check on me every 3-5 minutes so I know they didn't lose the call. (You would think you wouldn't have to ask! :rolleyes:)

Apparently they had an issue with the vouchers. The amount of the flight came up one price and then when they aded the vouchers the price jumped up by $50. The first agent put my flight on "hold" and the second agent tried to pick it up but something else went wrong. So she had to book the entire trip again.

They finally straightened it out and I have my voucher flights booked for this summer in MYR! I guess its worth the hassle to get $200 off the flight (for two).