[bcrkristin]

On my flight on May 9, 2014 from Moline IL to Harrisburg PA (transfer at Chicago), my suitcase zipper was completely broken. United Airlines is refusing to even file a baggage claim, stating I had to either do it at the airport or call within 4 hours. I feel this is a completely unrealistic rule; I had never done this before and thus had no idea of this rule.
I had to utilize a wheelchair at the airport and it was pushed by an airport employee. This employee also fetched by suitcase for me and pushed both me and my suitcase out to the curb. I was also in a considerable amount of pain and having a very hard time functioning. I was also traveling with a service dog. My husband was picking me up out front and with the current airport regulations they do not like a vehicle parked at the curb. As a result I was under a good bit of pressure from various airport personnel to keep moving and get out of the airport and I had very minimal input in where I was taken and when. I had to deal with an awful lot while being in rather bad shape. It takes me a long time to recover from a trip, and so I am just now working on getting caught up on everything that needs done from being on my trip.
I contacted United today and was told the above information. I tried to explain my situation (for the first few days all I did was sleep) and my handicap but they would not listen. I tried to explain I was under the control & direction of airport personnel, none of whom mentioned they needed to take me to baggage claims to take care of my broken suitcase, but the representative still would not listen. He would not listen to anything. He would only repeat over & over I had to call within 4 hours.
I am hoping someone can help me with this matter. United Airlines should not be allowed to have such narrow rules that they are almost impossible to follow unless you know about them ahead of time, and they should not be allowed to use these rules to get out of responsibility for their actions.