2/28/11 - On our return from London, my daughter's suitcase was lost, we filed a missing bag report immediately whilst still in Philadelphia airport(PHLUS01001526/US649200). A week later her suitcase showed up, they called us to say that it was severely damaged and a carrier would return it.
The carrier called multiple times that night, told us that much of her suitcase contents were missing and showed up at our home well after midnight - he wanted to see her, wanted to come in the house and he was exceptionally creepy. He had proudly brought her a new suitcase (it held what was left of her case & luggage) and recommended she make a claim. He gave us a US Airways letter "Please accept our apology for he mishandling of your property..... complete this claim form within 45 days of your flight.... to receive compensation"
When we looked the case it looked like it had been deliberately ripped open, what remained was only the cheapest/oldest clothes, i.e her well worn sneakers were there but ALL of her high heels we gone, her socks were there but all her pants/bras were gone, her camera was gone, her expensive ortho head gear gone....
She filed the claim form on 3/21/11, 2 weeks after what was left of the suitcase had been returned (she had to research the price of all her missing contents). She then regularly called to ask for a status... someone even called to say they were researching the theft within the airport.. she's was told repeatedly that they were sorry (it takes time to process paperwork) and that her compensation check would be in the mail (3 times....) She re-faxed the paperwork to one employee who claimed that her paperwork had been misfiled and was now lost..
items from your luggage. Unfortunately were are unable to assume any responsibility... since there is no indication your property was mishandled.. When a passenger does not immediately report the baggage... we assume it is good condition.. we cannot take action..... So sorry..... We encourage you to fly with us again...."
I suppose the only thing now after all this effort is for me to show her how to write to the CEO - Doug Parker and teach her how to file in small claims court....