[Riggmaster]

I boarded a US Airways plane in SEATAC International Airport on April 20, 2010, Flight #576. I was assigned seat number 5A and this seat does not have a seat in front of it.
When I boarded the plane, I put my wallet, phone and cousin’s phone in my carry-on.

It seems that US Airways passengers choose not to check their luggage through because of the fee, which overfills the overhead storage areas. When I couldn’t find an overhead compartment for my carry-on, a flight attendant told me that they would have to take it. During this rush of boarding and taking off on time, I failed to think of my wallet other valuables in this carry-on. Let me say that when I travel, my carry-on contains the most important things that I cannot live without. In this case, my wallet, 2 cell phones, my passport, watch, all tickets and information for traveling, glasses, etc.

I was given a hand written baggage claim tag and took my seat. When I landed in CLT, I presented my claim tag to the flight attendant. She informed me that this carry-on was checked in as baggage and that my bag would be there for me at JFK. I had to switch planes to continue my journey to JFK. Upon arrival at JFK, this carry-on was not there. I immediately informed the Delayed Baggage Representative for US Airways.

I traveled to my destination at The Ritz Plaza in Manhattan and could not check in because I did not have identification or credit card used to make the reservation. A friend of mine allowed me to come to his apartment to use his phone. I immediately started calling US Airways to inquire about my bag. After several hours, calling US Airways every hour, I felt that I would be walking around the streets of New York without a home and with no identification or money.

The first time I called, they informed me that my bag was still in Seattle. I had to call every hour to check on the status of the bag. Status varied from “still in Seattle”, “no record of it”, and “we will send it through on Delta Airlines”.


I received my carry-on bag in the early morning of April 21, 2010. When I opened it, I noticed that all of my cash (more than $400) and my Seiko watch ($240) were gone. The contents of my bag were messed up meaning that the entire bag was checked.

I blame US Airways for the unprofessional handling of my bag.
1. They forced me to hand them my carry-on.
2. The carry-on was never put on the plane I flew on.
3. It took about 18 hours to finally get my bag.
4. US Airways baggage handlers STOLE my money and watch.
5. I had to cancel my passport, credit and debit cards because US Airways employees went through my wallet.
6. I had to notify my employer (Federal Government) that my government ID was compromised.
7. I could not stay in the lodging that I had already paid for ($265).
8. I had to impose on a friend for lodging the night of the 20th and money. I slept on a couch because I could not check in to my lodging (NO MONEY, NO CREDIT CARD, NO DEBIT CARD, and NO IDENTIFICATION).

The way I see it, US Airways owes me $640.00 and $265 for the wasted lodging reservation. US Airways need to change the way they do business by screening passengers at the gate for what they are bringing on the plane. If a bag needs to leave the plane and be checked through as baggage, US Airways has to make sure they put the bag on the plane. AND check on their employees who STEAL!

Again, I DID NOT pack my personal items in my baggage to check through. I was FORCED to give my carry-on to the flight attendant. I NEVER knew that my carry-on was being checked through as baggage. My cash and watch were STOLEN by US Airways employees.

[Riggmaster]

After 2 weeks of calling US Airways and filing a complaint, I received a letter from them saying that they are not responsible.

[jimworcs]

They absolutely are responsbile. You must file a complaint with the DOT. There is a link via the quick links on here. US Airways are responsible for your losses and for the cost of the missed nights accommodation in New York. Outrageous, especially given you did not voluntarily check your bag.

[Riggmaster]

Thanks, I will try that. Worst case I will sue them in court.

[flyflewflown]

Riggmaster,

Boy do I feel for you after reading your US Airways lost/stolen luggage ordeal! I don't think a professional writer could have dreamed up a more nighmarish scenario (except maybe if you hadn't had a friend in NYC to turn to).

However...the massive lesson to be learned by anyone reading it is a simple one that I took to heart during years of both domestic and international travel as an airline employee: ANYTHING vital to you must be carried on your person, or at least in something that doesn't go further than a few feet from you. That means your wallet, passport, prescription meds, cash, costly jewelry, etc. I wouldn't even put those things in a tote bag and store them a few overhead bins away from my own seat; I have heard about too much inflight pilfering.

Whenever an airline employee says last-minute "We'll have to check this", stop and ensure that all important things are removed. Yes, it can be a pain to suddenly have fistfulls and/or pocketfulls of crap...but that's preferable to having them disappear prior to arriving at your destination.

Again, I feel your pain, but as I read your account, I needed go no further than seeing that you placed all those valuables and cash in a checked bag before I knew how the story would end.

Hopefully your nightmare will prompt readers on this site to take care and avoid a repeat!

[Riggmaster]

This is what I sent US Airways with a copy to the Aviation Consumer Protection Division at the DOT.



Robert Davis
Central Baggage Resolution Office
US Airways
4000 E. Sky Harbor Blvd
Phoenix, AZ 85034
Dear Mr. Davis:
I recently had an extremely upsetting and very costly experience with your airline regarding items stolen from my carry-on bag. I requested compensation from US Airways for my losses.
In a reply dated April 29, 2010, I was told by you that US Airways is unable to compensate for Currency and Jewelry, as it is among those items excluded from coverage per your Terms of Transportation. Included with this letter were the US Airways Baggage Claim Limits and Procedures.
US Airways Baggage Claim Limits and Procedures pertain to checked baggage. Again, I did not check my bag as “baggage”. This was my carry-on bag that was taken from me by the flight attendant. US Airways allow passengers to bring multiple, large items into the plane. The airlines did not ask passengers to put some items under the seat in front of them. I would have done so, but I was seated in row 5, which has no passenger seat in front (bulkhead seat). At no time was I aware that my bag would ever leave the plane.
When I landed at CLT, I asked the flight attendant for my bag. She informed me that she checked it through as baggage and I would get it at my final destination, JFK.
Upon arrival at JFK, my bag was nowhere to be found. I immediately filed a claim with the Delayed Baggage Representative for US Airways at JFK, file #********. Later when I called US Airways, I was told that my bag was still at SEATAC, my original departing city. I was required to call them every hour to check on the bag. Imagine yourself, a stranger in New York City, no wallet, no phone, no money, no credit cards, and no identification.
I finally received my bag early the next morning. Items in my bag were in different locations than I had put them in. More than $400 cash and my $240 Seiko watch were gone. I could not check-in to my hotel because I did not have identification or credit cards/
Your letter also stated, “This is not the impression we wish to convey or the level of service we strive to provide. Information regarding our baggage service is valuable to us and will be used as a tool for continuous improvement”. A US Airways employee opened my bag and went through it. A US Airways employee went through my wallet and stole over $400 cash. A US Airways stole my Seiko watch. I truly believe that US Airways owe me more than $640 plus $265 for the prepaid hotel reservation (where I could not check in to).
The US Airways Baggage Claim Limits and Procedures addresses checked baggage. Does US Airways have a procedure for taking a carry-on bag off a plane without the passenger’s knowledge? Does US Airways have a procedure keeping a passenger’s bag at the airport and not placing it on the plane the passenger is flying on? Does US Airways have a procedure for their employees going through passengers bags and stealing items from them? How can this theft be used as a tool for continuous improvement?
Again, US Airways owe me over $905 that their employees stole from my carry-on bag. You may call me at ***-***-**** for any further questions.
Sincerely,


ATTN: Central Baggage Resolution Office
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590

[The_Judge]

Well done and please report back the DOT's response along with any US Air response that may be forthcoming.

[Riggmaster]

"Thank you for contacting the Central Baggage Resonlution Office at US Airways.

We apologize our original attempt to resolve this issue was not to your satisfaction. As Customer satisfaction is our main focus, we want to be sure the decisions we make are based on research, facts, policies and procedures.

Please understand we are not trying to diminish the unsatisfactory incident you have encountered. We are very concerned about any breakdown in service that disrupts or detracts from the enjoyable travel experience our customers have a right to expect.

While we offer space on the aircraft for carry-on bags, we cannot guarantee space will be available. If you are required to surrender your bag at the gate, or onboard, the property is then considered checked baggage. Additionally, it is the responsibility of the owner of the property to remove any item not covered within our limits of liability.

Per your request, we reviewd you file and found no reason to alter our decision.

Sincerely,

Rober Davis
Specialist, Baggage Resolution-Claims
Central Baggage Resolution

Case:*************** "



This is the exact letter I received and it wasn't even signed by Mr. Davis.


US Airways employees are THIEVES!

[The_Judge]

Hopefully the DOT response will be more to your liking.

[Researcher]

Dear user: I am developing a Doctoral research on Mishandled baggage (see General Discussion- Mishandled Baggage Research ) Could you please, provide the airline complaint form (minus personal information) you filled with the airline or send me an email to mishandledbaggageresearch@yahoo.com and I will send a survey. The survey is very similar to the one you must file with the airline and does not contain personal information.
Thanks before hand

[Sorbas]

Originally Posted by Riggmaster

The way I see it, US Airways owes me $640.00 and $265 for the wasted lodging reservation. US Airways need to change the way they do business by screening passengers at the gate for what they are bringing on the plane. If a bag needs to leave the plane and be checked through as baggage, US Airways has to make sure they put the bag on the plane. AND check on their employees who STEAL!

Nothing has changed!
On November 5th 2014 on flight US3968 from Norfolk to Charlotte we were forced to hand over the carry-on luggage at the aircraft due to limited space to be stored and to get it back on the gate in Charlotte. From my bag my money (105 Euro and 92 USD) was stolen and from the bag of my colleague the Green-Card was taken. US Airways has to make sure they too have employees who do not STEAL!
We only have got the “Missing Article Report” with the US-Air file number and the feeling, there is no real interest to get the problem solved.