[PHXFlyer]

A few pointers on writing a professional and concise letter of complaint:

Originally Posted by Princessbeth1

I would like to enlighten you...

I would like to enlighten you? Wow, how condescending. If I were reading this letter regardless of the reason for the complaint I would have been immediately put off by this opening statement. Why not simply state "I wish to inform you of a recent issue regarding my baggage and my poor experience with a customer service agent."

Starting with my medical equipment that I needed right away to help with my sickness. The things I use are bigger and harder to carry onto an airplane. It would take too much of my time to go through extra security just so I can use that equipment. Since I could not use my equipment or take my medicines my night was ruined and the next day.

As has already been pointed out if there are medicines/equipment which are vital to your health and well being you shouldn't pack them in a checked bag. If you have items which are large but medically necessary the airline will allow you to carry them on regardless of their size and weight as long as it is not equipment, such as oxygen, which is prohibited on an aircraft. The fact that you chose to check them was your mistake and should have been left out of this letter.

The next day was also very important to me and the rest of my family because it was my sister’s wedding shower. I am the maid of honor and had special things that I needed to wear to her shower. I had to get up early in the morning and make a trip to the mall to replace my dress and other things.

Although this may seem important for you to mention it is rather superfluous. People travel for showers, weddings, Bar Mitzvahs, funerals, etc. all the time. It's a shame that your bag was delayed and you couldn't wear the dress you wanted, not needed, to wear but wasn't your presence at the event the important thing? Let's keep things in perspective here.

To say the least my sisters shower was a disaster.

How was that the airline's fault?

My next problem is when my bag finally arrived it was trashed. There were black scuff marks all over it, there we scratches, some burn marks, and the lock was broken. I will say that I understand about scuff marks and those do happen so that is not my biggest problem. I don’t understand how scratches can happen and especially burn marks.

At the airport your bags are transported on high speed conveyor belts and sorted by heavy machinery before being loaded on the plane. It is unreasonable to expect that a bag used to travel by air will remain in like-new condition forever. I have a bag which I use exclusively for carryon and it has become scuffed and scraped and marked by grease from the overhead bins. Not much you can do about it. Regarding the "burn" marks is it possible the bag was caught up in a belt and the friction caused a mark which looked like a burn? I doubt it was actually on fire in the baggage hold of the plane!

When I went to the Daytona Beach airport to put in a claim about my bag the woman that helped us in the baggage department was flat out rude. She was childish, to say the least, I was complaining and said that you lost my bag and she said back to me something like no I didn’t lose your bag. I was acting like an adult and assuming that when your company hires employees that they are there to represent your company.

Using adjectives such as "rude" and "childish" to describe an employee's actions or demeanor is your perception. Although it is valid it is also better to simply state the facts and that you felt the employee's actions or statements were "unprofessional." It is a much better term to use for service which wasn't up to your expectations and the company is more likely to act on "unprofessional" behavior which has accepted standards rather than "childish" behavior which is subjective.

She also informed me and three other witnesses that bags from your airplanes often come out on fire. Now many people I have talked to about my experiences are shocked that their luggage often comes out on fire.

As I said before I highly doubt your bag was actually on fire. I thnk this might have been an attempt at humor on the part of the agent. Perhaps she was just trying to diffuse a tense moment?

I also have a problem with the lock on my bag being broken. I can not really travel with this bag anymore since it will be popping open. I will mention that this expensive piece of luggage did hove more meaning to me. I would really just like to hear what your company has to say about my experience and really examine your customer service. Thank you.

The bag shouldn't have been locked unless it was a TSA approved lock as mentioned above. Expensive luggage doesn't always mean it's durable. I've seen some really expensive looking luggage (Louis Vuitton comes to mind) that look like they've been trampled by a heard of elephants when they arrived at baggage claim. When buying lugage the most important thing to consider is the denier rating. The higher the number the more durable the bag. It also pays to shop at a luggage store rather than a department or discount store as the sales people are generally more knowledgeable.

As for a piece of luggage having significant meaning to you it's just a thing. Clothing are just things. The reason for your travel was so YOU could attend your sister's wedding shower. I'm sure she could have cared less if you showed up in a burlap sack!