[nancym5]

Last October I flew non-stop from San Antonio to LA. I did not check any luggage, but attempted to hand carry an FAA approved size suitcase. Upon arriving at the gate to board the plane, a United gate rep. indicated the overhead bins were already full and they needed to take my suitcase and place it in the hold of the plane. I indicated some concern over items in the suitecase, but the agent and stewardess said there was no need for concern, the luggage would be retrieved and placed at the door of the plane when we arrived in LA.

After arriving at our destination, retreiving the luggage as the agent had said, (on the ramp as we de-planed), I continued with my trip plans. Later I discovered my jewelry container was missing as I unpacked. I reported the theft to the airport police, LAPD and United Airlines. I made repeated attempts to engage a human response from United, but received only a form letter indicating they would respond within 60 days.

The only time the suitcase left my possession was when United personnel took possession. I had no intention of checking the luggage and felt that was the safest method to carry my jewelry items. Also, there were a finite number of people who could have touched my luggage, (either in San Antonio as we boarded or LA as we de-planed); yet I could not get United to investigate my claim.

Ultimately, United has denied any liability and noted their jewelry exclusion policy. That would seem valid had I checked my luggage and left the valuables unattended, but I felt I had made every effort to safeguard my belongings and had no intention of allowing my luggage to be checked until I was forced to do so.

United's handling of this situation was to say the least, "frustrating and unreasonable", but there seems to be no venue to move forward or even talk to a "real" person who would review my theft. They have stonewalled and not acted in a timely manner so that whoever their personnel that engaged in this heist have gotten away with my loot!