[PHXFlyer]

Originally Posted by Corbel

you should also file a missing items claim with the TSA, they also have hold of your bags and even though at times they search the inside of bags they do seem to forget to put the paper in there. but as jetliner said...if you think this only happens at UA, you may as well never fly again. it happens at most if not all airlines. another oops on your part was checking your meds. (if i am reading that correctly)

Corbel, the bag in question here was gate checked. TSA inspected it as a carryon during the passenger screening process.

[Inkedadeal]

All:

First off, thank you for your kind insight and replies. I really appreciate it!

Secondly, I have tagged PHL as well to be on the safe side, though I don't believe the theft occurred in Philly. I was one of the last on board this particular flight. We taxied within minutes of boarding. While the baggage canopy may have typically afforded some cover, I struggle with the two baggage handlers having time and opportunity to steal my purse in the time allotted- especially since the thief in question left my work badge back in my roll-aboard (which was previously in my purse).

While I strongly believe that ORD had better opportunity to steal my belongings than PHL based on this particular situation, I am in no way naive with regard to the potential of this occurring on any airline I fly. In fact, when I intentionally check bags (as opposed to being forced to, as in this case) I never have anything of value in a checked bag.

But you do start to wonder about the possibility of what could happen when security is not as tight as it should be. I doubt anyone would believe that boxcutters could serve as the weapon of choice to bring down 4 airplanes before Sept. 11. If there is an opportunity, people with intent will expose that opportunity. And if there is a dishonest employee that will not hesitate to steal a passenger belongings, I would propose that same employee may not hesitate to insert something into a bag for the right money (perhaps a package that ticks, or a package of narcotics, etc.).

Ultimately, there are dishonest employees in every industry. But employers- such as United- have a direct responsibility to protect its assets and its customers. It is simply unacceptable to be fully aware that this situation happens and not take every possible precaution against this sort of exposure. If theft was not rampant, there would be no need to have a process, forms, and even a category ("pilferage reports") to manage the situation.

If this were a banking scenario, for example, the outcome would be far different. If I deposited $500 at an ATM and the bank only credited $250, the call from the customer would engage immediate and swift measures. Tapes would be reviewed right away. All employees on staff would be questioned (even though only certain employees with password access can even get at the ATM deposits) and the employee would be terminated. The employee would then be arrested on the spot for theft. And finally, the bank would credit the money to the customer. This in hours or days at most- not weeks.

What I don't understand is why it has to take this long. Whether at ORD or PHL, United knows who was on duty and who worked that flight. Why not act like a bank does- swiftly- to start the investigation? Why have your customer be burdened with the obligation to resolve the matter your employees caused?

See, I disagree that this is not a security issue. If the airline is apathetic, it is not vigilantly ensuring its passengers' safety. I can't prove that other airlines aren't as apathetic, but I have proof that United is.

[Jetliner]

Originally Posted by Inkedadeal

If theft was not rampant, there would be no need to have a process, forms, and even a category ("pilferage reports") to manage the situation.

This does not mean that it's rampant. EVERY airline in the world has a pilferage procedure and claims process.

Originally Posted by Inkedadeal

What I don't understand is why it has to take this long. Whether at ORD or PHL, United knows who was on duty and who worked that flight. Why not act like a bank does- swiftly- to start the investigation?

Oh they will investigate, but who do they look at? Even checking in at the gate, your bag could have been handled by 6 or 8 different people. All they can do is look for patterns to be able to narrow it down. As I said, tracking down thieves is a lot more complicated than you think.

[Butch Cassidy Slept Here]

From Jetliner: This does not mean that it's (theft is) rampant.

OK, perhaps the statistics can't support the contention that theft is rampant. Although when the wages of baggage handlers are considered isn't it being just a bit naive to assume theft is not a significant issue? Also when theft is added into the figures for baggage that is lost (aren't theft, and outright loss, pretty much the same thing?) do you, now, agree that theft, when combined with outright loss, is a significant issue? Or, does this, to you, remain something petty?

As to the stats for theft and loss: The stats can't reflect the numbers of people who...
• Did not file a report because the line at the baggage service desk was too long.
• Filed a report which was subsequently "trashed" by baggage service staff
• Were unable to file a report because of hostile baggage service staff and/or unwarranted
intervention by airport police.

[Jetliner]

Originally Posted by Butch Cassidy Slept Here

From Jetliner: This does not mean that it's (theft is) rampant.

[B][COLOR=black][FONT='Arial Narrow']OK, perhaps the statistics can't support the contention that theft is rampant. Although when the wages of baggage handlers are considered isn't it being just a bit naive to assume theft is not a significant issue?

Where did I say it wasn't a significant issue? The OP said that because there is a process, forms and a category. I'm saying just because they have all of this does not mean it's rampant. Pilferage overall accounts for a very very small number of claims. But if the airline has only 1 pilferage happen in an entire month or even an entire year, there still has to be forms, procedures and a category for this.

[Jetliner]

Hey Butch, before you try to squeeze in your garbage bashing of airline employees, why don't you think about your post first.

Originally Posted by Butch Cassidy Slept Here

Did not file a report because the line at the baggage service desk was too long.

Except that 99.9% of claims are done via phone. People don't unpack at the airport. And don't come back with some crap about not answering the phones, since the only way the people know how to get in touch with the office is by calling the reservations line. Yes, they do get through to the office.

Originally Posted by Butch Cassidy Slept Here

Filed a report which was subsequently "trashed" by baggage service staff

It's not possible for an agent to trash a computer file.

Originally Posted by Butch Cassidy Slept Here

Were unable to file a report because of hostile baggage service staff and/or unwarranted

Refer to #1.

I;m sure there's people that don't report items missing, but if it's of any value they sure will. The airlines also get calls of a missing shoe, or something similar. Usually turns out it was in an unsecured side pocket or the TSA dropped it during physical inspection, etc. Here's a good one - I actually had a couple cases where someone gained an item. Never was anything of value. The only logic we could ever put behind this was the TSA was checking two bags too close to each other and got an item mixed up.