Here's the response straight from the horses mouth...Larry Kellner.
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Dear Mr. Watters -- I'm sorry we failed on our baggage delivery.
I respectfully disagree with your characterization of our Elite Access card -- while I realize you didn't get your bags -- based on your summary it sounds like a weight and balance issue vs. an Elite Access issue. I also realize we have to earn your business and we created an expectation that we didn't deliver on.
I apologize again for our service failure and wish you well on future travels realizing they will be on a competitor.
Best
Larry
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