[tppalm]

This is a copy of my complaint submission to United Customer Relations, I have removed names and other personal info. After 2 replies United offered me a $50 Voucher for my Wife and I. Upon arguing this is not a fair compensation I was told the issue is closed and there will be no further dialog. The FASRS is an internal reporting sysem used by flight attendants which documented my experience as true and accurate.

WHAT GIVES?!?!?!?

I am writing in reference to Flight Attendant Safety Reporting System report #22847. During Flight #623 layover in Maui, HI passengers were notified to deplane and that it was safe to leave personal carry on items in our over head bins or under our seat with our tray table down. We left our tray tables down for seats 43 J and H indicating we were re-boarding the aircraft. At this time the US Aviation Services Cleaning Crew entered the Plane and cleaned before departure to Kona/Kialua. Upon returning to our seats our Laptop had been stolen from our carry on bag and the bag holding the laptop was moved to a different row and seat. I Immediately approached Flight Attendant Linda Solberg and notified her of the situation, she was also the Flight Attendant that completed the FASRS Incident. The cleaning crew was stopped before leaving the aircraft, after some searching around on the cleaning truck they produced my Laptop out of a garbage bag which was being used to conceal my property during the theft. I spoke with US Aviation Services Supervisor and exchanged email and phone numbers. She assured me I would be included in any communication about the issue, I have not been provided any report. I emailed the US Aviation Service Contacts listed above and have not had a response. The only communication I have received has been from Flight #623 Flight Attendant regarding the FASRS #22847. The most recent communication was a forwarded email on 2/13/12 with an update on the FASRS report indicating how the situation was handled. I have not received any formal apology from US Aviation Services or United Airlines. A link to Report No. 22847 is included below . . .


During the episode United Employees on the Flight stressed that US Aviation Services are not United employees and would not take responsibility for their actions. Although US Aviation Services are contracted for cleaning, United Airlines is responsible for any person boarding the Aircraft and anyone that has access to customer property. The Flight Attendant has been the only person in contact with me regarding this issue and formally reporting the situation.

I expect US Aviation Services and United Airlines to take full responsibility for the incident. I expect United Airlines to contact me to reach an agreement on how to rectify the major inconvenience this has caused.

Please review the FASRS #22847 for a detailed description of what took place during the flight and what has been done already.

[Gromit801]

I'm confused as to what you want.

You title the post as a theft by a United Employee, then proceed to say it was an employee of US Aviation Services, who contract to all the airlines at that airport.

They found your laptop. Did you not get it back? Is it being held as evidence? In which case your problem is with the local law enforcement.

Was it damaged and you need a report for your insurance company?

You are not going to receive any notification concerning any disciplinary measures against the person who stole it, providing they can prove which of the cleaning crew did the deed.

Exactly what inconvenience did you suffer? Did you miss a flight, or merely a short delay while they did a good job of finding your laptop?

[tppalm]

Allow me to clarify...

Yes, US Aviation Services is contracted to clean planes at the Maui Airport. United makes a message telling passengers to Deplane and to leave their bags on board if they are continuing on the flight. Merely leave your tray table down and your items won't be touched (Which we did). Is United responsible for anyone or any contractor they allow on the plane while Customers are waiting for cleaning? Pretty sure the answer is yes...

When we returned to our seats we noticed our bags were moved to a different row and upon getting the bag noticed our Laptop was missing. I the customer took the action to approach a flight attendant and demand the cleaning crew was stopped. After I the customer complained that my property is missing and refused to allow the plane to depart until something was done, suddenly the cleaning crew produced my Laptop out of a garbage bag which was being used to conceal it to get it off the plane. United did not search for my Laptop or watch the cleaning crew while they were on the plane.

How is having something stolen from me not an inconvenience??? Yes I recovered it because of my quick actions but that does not erase the fact that a US Aviation Services attempted to steal my stuff! United is respnsible for who they let on their plane, and I feel that $50 voucer which covers my baggage fees on this trip is not a fair compensation.

Call me crazy, but I'm pretty sure I was the victim here and deserve more because of the HUGE inconvenience this caused. Not in regards to missing my flight, or being delayed but in regards to someone trying to steal from me!

[tppalm]

I have been in contact with the Flight Attendant and received further communication on the FASRS report. The US Aviation services employee was terminated and the crew suspended. The right action was taken on United's part to cover their cleaning services, but how does that benefit me? I want my flights refunded or a larger voucher for future travels, I don't feel that is too much to ask.

[Gromit801]

How self entitled can you get? You got your laptop back undamaged. The employee was fired.

Your "dignity" was ruffled. Big deal.

And yes, you're asking for way too much.

[tppalm]

Ok... So lets say you take your car somewhere to get serviced, you leave and notice your radio is missing... You ask about about it and someone pulls it out of a bag they were trying to steal it in and say, "Oops you caught me" but they give it back. Does that make it all ok? What planet are you from?

[jimworcs]

No, not enough has been done. Do airlines realise that stealing from customers is a crime? What happened to the police?

There is widespread theft in the airline industry and they take no action whatsoever to address the problem. It is time they were held accountable.

In relation to the incident itself, this typifies the airline response. They are apathetic and hide the scale of the problem. It was the passenger who had to insist that the items were returned. The airline told passengers to leave their possessions on the flight...these items were in their care and control and they are responsible for them. The cleaners were on the plane under contract to United. They have absolutely not done enough.

The OP should demand to know why the police were not called. The cleaner should be prosecuted. Furthermore, there should be an investigation of prior claims by passengers. This cleaner did not get caught the first time they stole from passengers. United are the only one's with the data which would show the scale of the problem. They should research every lost item reported when the plane was being handled in Maui.

I agree that the cleaner was the thief... not United. But their response has been wholly inadequate and they should do far more. It is outrageous the way this issue was handled and typifies the way airline management "looks the other way" while their thieving employees and contractors pillage customers luggage.

[Gromit801]

Love to know what the OP would do if their own home was broken into and robbed. Sue himself?

[jimworcs]

Yeah Gromit, that's a good analogy...the situations are entirely different. But you can bet the police would have been called and the house-sitter held accountable. You seem to think the airline has no responsibility. They have allowed a thief to get away without prosecution. The thief is free to go and do it to someone else. I guess that is fine with you. Airlines employees...whether management, direct employees or contract employees thick as thieves.

[stonecold_1981]

The point on self-entitlement is plain ludicrous.
Imagine if your wallet is stolen. The thief is caught latter and your wallet (with all valuables) returned intact. Don't you think the thief would be charged for the crime and don't you think the victim will demand further compensation?

Gromit your response is immature.
IN this case, United gave directions to leave the carry-ons ("they will be untouched"). United's contracted workers were cleaning the plane. So yes, United is responsible. In the example you give - is the robber is 'contracted' by the owner to rob his own house?

I would press-on this issue and reach out to as many parties as possible and make United pay.

[tppalm]

It's good to know I am not the only one that thinks this way. It was definitely my mistake not to contact police during the situation, however I had just traveled 12 hours and still needed to connect from Maui to Kona. I have raised a BBB complaint with no response up to this point and United's most recent reply was this:

Customer Care employees are considered to be members of management
empowered to handle situations that affect your travel experience.
Please know your request for a review has already been brought to the
highest point of escalation and discussed. I am sorry that you continue
to be disappointed with our responses.

We have taken the appropriate actions internally to prevent a
reoccurrence of what you experienced. I hope that you accept and use the
certificates that were issued to you in the spirit in which they were
given.

We consider this case closed and we cannot continue any further dialog
regarding this matter.

Regards,

United Airlines Customer Care

[jimworcs]

That reply is outrageously complacent. I think you should write to the CEO outlining what happened and demanding to know the following:

1. Did United call the police?
2. What action did United take to investigate any prior reports of missing items and thefts in Maui during cleaning
3. What actions did United to ensure that their contractors have carried out sufficient background checks on their employees?

This time, copy your letter to one of the TV networks,lus the local TV station in Maui and the DOT.

United need to be shaken out of their complacency about the thieves they employ.

[pattis]

this whole situation is terrible. i am glad that you got your lap top back and that the cleaning employee was fired. Sure it was not a United employee, but United told passengers their personal items would be ok. (I personally would not leave any valuable items unattended because I trust no one, but that is just me) actually, I think the cleaner owes you a personal apology. As far as further comp. not sure that will happen, or what you think might be sufficient. I wish you luck. A good lesson for people to keep valuables with them.

[tppalm]

I submitted a BBB complaint and received a reply from United Airlines on the issue. It was another apology and they actually copied and pasted the reply from the previous post I used.They stated they can't undo what happen but feel badly. What they can do is offer a more generous voucher than $50!!!

I also sent an email to Jeff Smisek CEO and the president of customer relations and vice president of customer operations. No reply from any of them though

[jimworcs]

I think you are focussed on the wrong thing. The $50 voucher is being kept low because they want to keep to the line that they are not responsible, did all they could and it was a "gesture" of regret.

I think you should focus on their

1. Failure to call the police
2. Failure to give any reassurance that customers who may have experienced this in the past were contacted and advised that the thief had been caught
3. Failure to have appropriate procedures in place to ensure that such thefts are prevented. It required your insistance that the airline should search the cleaners and not depart until this had been done that uncovered the thief.

If you can establish that United failed to act reasonably and appropriately, the gesture may increase, but you are focussing on compensation.... focus instead on their negligence.

[tppalm]

Thanks for the insight. I have replied to my BBB complaint response from United emphasizing the questions we've talked about. I doubt it will stimulate a response but I will wait and see.