Quote:
Originally Posted by Gretchen Eggert
Five minutes after departing in DFW my daughter discovered that she left her Red Blackberry Pearl on American Airlines Flt#1955 on 11/20/08. The gate agent Loletha Bush confirmed with the aircraft that they had the phone. My daughter waited one hour. No one from the aircraft ever walked up with it and Loletha never walked down the ramp to retrieve it. Loletha's solution was to take my daughter's contact info and get it to Lost & Found to be returned later or book her on an even later connecting flight. These solutions are outrageous. Why not just give her the phone now, problem solved. It has now been 18 days and it was never turned into DFW Lost & Found. I sent many emails so American Airlines could start an investigation/inquiry. You can imagine my frustration when each response referenced the first response. SEE BELOW
December 2, 2008
We have received your email regarding your missing cell phone. However, we indicate a response was provided on November 24 to an earlier email when your mother wrote on your behalf. A copy of the text to our previous response is as follows:
November 24, 2008
I'm sorry to learn of your daughter's missing cell phone. I can understand both your disappointments and frustration.
Although I don't have the benefit of seeing the circumstances unfold, the responsibility to handle such matters rests entirely with the station's lost and found office. Learning that you have filed a report with them, just to let you know, they will ONLY contact a customer if the item is identified. Mrs. Eggert, I hope your daughter's cell phone is found.
Sincerely,
Roberto Silva
Customer Relations
American Airlines
My daughter's cell phone wasn't missing until American Airlines LOST it. I notice a common trend in these email complaints. Their inability/refusal to handle their customers. They are trained to give you the run around. I just booked my daughter a flight home for Christmas on Delta. She will spend an extra 2 hours in airports, but I would rather inconvenience her then give American Airlines my business.
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Just who lost the phone here, your daughter or AA?
If AA had lost a checked bag, then you'd have a legimitmate complaint. Suppose your daughter had taken the phone off the plane and left it in an airport lavatory? Who's fault would it be then? AA's? The DFW airport? Airlines are not responsible nor are they liable for any personal belongings other than checked baggage and even then there are limitations to that liability.
They are not obligated in any way to track down your daughter's lost phone yet you accuse them of "inability/refusal to handle their customers." This is not a customer service issue. Your daughter should have never left DFW without the phone and the airport agent's offer to re-book her to a later flight in order for your daughter to wait for the phone to be brought to her was going above and beyond if you ask me.
I have a few suggestions for what YOU can do to possibly track down the phone. Items left on aircraft are usually turned into the baggage claim office at that airport. Start by calling AA's toll-free baggage claim number (1-800-535-5225) and ask them if they can provide you with a direct number for baggage services @DFW. Also, try calling the airport lost and found @972-425-2465.
Finally, if you hit a dead end with these two numbers, e-mail AA again (link to web e-mail form) and briefly explain your situation and ask them to check where the aircraft that operated as flight 1955 on 11/20 flew on to after your daughter de-planed @DFW. It is possible that her phone never made it off the plane and ended up at that aircraft's next destination.
Good luck to you.