I followed this site's advice and sent a complaint to DOT but I'm also looking for advice on continuing to pursue this and get to people who are actually in a position to act.
In principle I think SW's 4 hour baggage rule is ridiculous. A company who cares about it's customers doesn't put in stipulations and roadblocks.
In my case I'm returning home from vacation with my fly rod case checked (not by my choice but because it could be used as a
weapon). At baggage claim I can't open it because the brass cap is screwed on so tight it's like someone used a wrench on it but since I can hear the sounds of things moving around in the case I assume my rods are OK.
Turns out that whomever screwed on the cap cross-threaded it so I put off opening it until I had time to do it carefully. A week later and after many attempts to open it without further damaging the threads, the cap's base splits and the whole thing now spins freely on the case. One nice rod case now turned into junk. I slide the whole cap assembly off the tube and one of the rods is missing.
I call SWA and am informed that the 4hr thing was not met; DENIED.
Ummm, NO, I really don't give a crap about your rule I want to file a report and make a claim. Their rule is specious to begin with but I've clearly demonstrated extenuating circumstances. They mail me their
automatic denial report and I follow their instructions to take the claim further. It's been over a month and I have not even received anything to indicate they received it, let alone are doing something about it.
Burying things in red tape, making it difficult or impossible to reach someone in person (by phone, by email) sends a very clear message: we don't want to resolve this we simply aren't going to deal with you in hopes that you will go away. NOT GONNA HAPPEN
I don't care if I have to make up a thousand fake identities to file a thousand reports to the DOT to bring their rating numbers down, I will find ways to make sure they suffer more of a loss than I have.
Appreciate any info that will help me:
1st - Resolve this quickly and equitably
2nd - If 1st doesn't happen, find other ways or means to insure they suffer losses equal to my own.
Thanks to all