Northwest Airlines claims no responsibility for theft

[cathymailme]

Hi,

I want to share my frustration and disappointment in Northwest Airlines. We recently traveled to Orlando with Northwest Airline, on our trip home our luggage (which we locked) was lost. When we finally received our luggage only two pieces of luggage where locked as we had locked them the other two pieces were unlocked. In the one locked bag our video camera was missing and we could tell the other bags had been messed with. We had watched our bags go through TSA screening (at TSA request) and they gave us the all clear. So no one after that had authorization to go through our bags after that point. We of course called Northwest Airline immediately to tell them someone from the airline had stolen our camera. They quote a policy of not being responsible for lost or damage electronic equipment and told us no claim could be filed. After over 15 or 20 calls I have now contacted an attorney.

I just want to warn others that someone working for Northwest is stealing from customers and Northwest does not seem to be taking any action and feels they are not responsible for it. Please don't put anything in your checked luggage that you can't live without. We lost several video tapes of our children which we can never replace or get back!

Thanks for listening

Cathy

 

[mudnuri]

We had watched our bags go through TSA screening (at TSA request) and they gave us the all clear. So no one after that had authorization to go through our bags after that point

It is a bummer! However, I have a question about one of your statements, shown above. Just because they went through the TSA screening, whose to say someone in baggage handeling did not have the authorization to check the bags after? I'm just thinking, what if someone had drugs in their bag, and a dog sniffed it while on it's way to your plane...just because TSA clears it, doesnt mean anyone else CANT open you bag.

This is one reason why I NEVER put anything of value like a camcorder in checked baggage, I'm more worried about it being broken, then stolen, but just the same, it goes in carryon.

Good luck with this I hope you hear something!

Brandy

 

[CarolA]

Personally, I would not waste my time or money on the attorney.
The terms of carriage pretty much limit the liablity on luggage and the things you checked are not covered.

Also, at any point on your journey your luggage could have been handled by other airline employees For example, in Nashville the airlines use a "pool" of baggage handlers if they don't have enough flights to employ their own people. This use to be AA employees, but I have no idea who it is now.

I am AMAZED that anyone would put something that valuable in the luggage. Those locks (as you have discovered) are useless!!!! Also, yes the TSA can re-open and re-inspect your bags at any time during the transit process. You have learned a very valuable and expensive lesson. My theroy has always been all those locks to is flag your luggage as something worht looking at. I have a feeling that now that is even more true. The theifs probably know that you went to the trouble to request to watch the search to get permission to put the lock on.

In NW's defense.... they have NO way of knowing that you really had valuable items in luggage and ......

 

[DebbieB]

Most airlines do not take responsibility for electronic items. The main reason is there is no proof these expensive items were actually in your luggage. From Northwest's website:

>>>Northwest, like most major airlines, assumes no liability for loss of, or damage to: Antiques / Computer Equipment and related items / Documents (personal or business, negotiable papers) / Electronic Equipment / film / Jewelry/Watches / Keys / Manuscripts / Medication / Money / Paintings or one of a kind works of art / Pets/Animals / Photographs / Photographic Equipment / Samples / Securities / Silverware / Fragile Items / Irreplaceable or Perishable Items. <<<<

I'm sorry but it was not a good idea to check a video camera. Not only for the theft possibility but it could also be damaged in handling.

 

[Lewisc]

You might have a claim on your homeowners policy.

 

[cathymailme]

I am really shocked that no one feels that a company would not be liable for one of its employees stealing from a customer. Have we really come to this where we can not trust anyone??

 

[Lewisc]

They are liable for all theft EXCEPT FOR THE ITEMS EXCLUDED as was previously posted.

Unfortunately the airlines can't trust the passengers. Too easy for people to falsify a claim.

I think most people understand not to pack valuable items. Sorry for you loss BUT your only possible claim is on your homeowners policy. I understand you're upset but I don't understand why you made 15-20 phone calls? They're not liable. An attorney would be a waste of money.

Originally posted by cathymailme
I am really shocked that no one feels that a company would not be liable for one of its employees stealing from a customer. Have we really come to this where we can not trust anyone??

 

[nuthut]

and who knows all the different personal who had access to your bags but this is the info off the NWA ticketing email I recieved. If you did not like the airlines policy and the contract of carraige, you should probably drive. I would not waste my time and money on an attorney.
LUGGAGE: Free luggage allowance is two pieces of checked luggage and one piece of carry-on luggage. Each passenger is allowed one piece of carry-on luggage, plus a purse or brief case or laptop. Carry-on luggage must fit underneath the passenger seat or in an overhead compartment and cannot exceed 45 in. (9"x14"x22") or 115 cm (25 x 35 x
55) or 40 lbs. (18 kgs) of weight. Maximum size per checked piece is 62 in. (158 cm). For travel within the 50 US, Canada, Mexico and the Caribbean, the maximum free weight allowance is 50 lbs. (23 kg). The fee for luggage weighing over 50 lbs. up to 70 lbs. is $25 USD/$39 CAD per piece; over 70 lbs. up to 100 lbs. the fee is $50 USD/$77 CAD per piece. For travel from the 50 US, Canada and Mexico to other international destinations, the maximum free weight allowance is 70 lbs (32 kg). The fee for luggage that weighs from 70 to 100 lbs (32 kg to 46 kg) varies by destination. Contact Northwest for International Excess luggage fees. Any luggage in excess of 2 checked pieces or that is overweight and/or oversize is subject to excess luggage charges. Regulations require name identification on outside. Northwest reserves the right to restrict carry-on luggage. Northwest will not be responsible for money, jewelry, cameras, video and electronic equipment, silverware, negotiable papers, securities, business documents, samples, paintings, antiques, artifacts, manuscripts, furs, other irreplaceable items or items of similar value contained in checked or unchecked luggage. Liability for loss, delay or damage to luggage is limited unless a higher value is declared in advance and additional charges are paid. For travel wholly between U.S. points, luggage liability to $2,500 per passenger. For most international travel (including domestic portions of international journeys), liability is limited to $9.07 per pound for checked luggage and $400 per passenger for unchecked luggage.