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?”
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!
and pack at least a days worth of clothing in your carryon as some places (such as Freeport) you can't find underwear!
