[Renou]

It amazes me how airlines can give you the runaround and not provide any useful or reliable information.

They lost my baggage. I've spoken to at least 5 different people. All of them in positions that are somehow related to dealing with people whose luggage they have lost. None of the information that is available from these individuals, their phone centers, or their websites, is truthful or reliable.

I wouldn't even mind if they gave me really bad news, as long as they told the truth. The issue is they hang out this bait of having a call center, or a website, or an employee taking a lost baggage report. . . they give you the hope that there is some authoritative, useful, reliable information available. However, it is all a ruse. . .

They just give you the runaround.

It is difficult to believe that they actually run a business like this. Amazing. . .

[jimworcs]

There is a toxic culture in the airlines. Most employees know that they are unlikely to encounter you again...you are travelling. They will tell you whatever they need to tell you to get you off the phone or away from them. The airlines should have a system of the first point of contact solves the problem. They should give their name and a contact address for them. Even if they cannot solve the problem, they find out who can and stay in touch with the customer until resolution is achieved. Forward thinking companies adopt this problem management approach. Airlines are not forward thinking and their employees routinely lie. It is like this because they are effectively monopolies, operating from huge hubs and passengers in reality have little choice. To pour salt into the wound, the government protects them from bankruptcy, so there is no sanction.