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.
