UPDATE Post #11 - Was this acceptable (from customer service)?

[javaj]

Just got back from a quick weekend trip to TX. The airline lost our suitcase, so we actually went on a $200 shopping trip at Target. Returned last night and we still don't have our suitcase...supposedly it will be getting delivered this week.

Anyway, throughout the process, I spoke to many courteous employees, but this morning, I encountered 2 employees that really baffled me! I called again to get a status on my suitcase this morning and to find out how to get reimbursement for some of the purchases I made while on my trip (essentials!). The agent kept trying to tell me that I was too late to get reimbursed for those purchases because I was home now and it wasn't part of my file, so I kept trying to explain that my file regarding this lost suitcase was probably a mile long and that I had repeatedly asked about reimbursement.

When she said "If you listen to me then you'll understand what I'm saying" -- I asked for a supervisor. The supervisor didn't even seem to want to listen to me. She got on the phone after I was on hold for 20 minutes and immediately starting talking about how the previous agent was correct. I kept trying to explain my situation and when I finally got a sentence in -- basically saying that I had patiently been working with other employees all weekend regarding this suitcase, the issue wasn't my fault, did she understand my point? She said "My comprehension skills are very good." When I asked her name, she said "If they record and listen to this conversation, I have no problem with that." Well, neither do I!!! I had to prompt for her name several times before she gave it to me. I also asked for the previous agent's name and the supervisor said, "don't got no idea" -- this is verbatim. I started writing down their comments so I could send a note to customer service.

Anyway, I did email Customer Service about this. But I'm just wondering -- this isn't normal for customer service, correct? It has been eons since I worked in anything that deals with customers, but I would think these comments are unacceptable. Aren't they?

 

[Uncle Remus]

Sorry, I can't answer you right now,
my blood pressure feels outta whack.

 

[megandbrandon]

Honestly, I'm not surprised at all. This summer our flight home from our honeymoon was delayed 5 hours, we missed our connecting flight which was the last flight out of Puerto Rico to the states. At the first airport nobody could even help us, they were clueless (or at least acted that way). When we checked in they didn't even tell us our flight was delayed, yet they told others. Then, they couldn't tell us anything after that and there were no agents inside to help us.

Once we got to Puerto Rico they were still not apologetic. They put us up in a hotel room at the airport, but other than that there was no customer service. I stated how upset I was, we were supposed to get in at 8:30 on Monday Night and I had a meeting the next day that I didn't plan but needed to be at. Needless to say I was going to miss the meeting and lose a vacation day. They didn't care in the least bit. When I talked to my Travel Agent she said that this is the norm. They know you are going to fly and they just aren't too concerned.

For my next trip to SC I booked with another airline. They lost my luggage, and I was going to a wedding. I asked them when they would have it and they weren't sure. I had to go out and buy something to wear to the wedding as my bag wouldn't be in on time but they said they would not refund me any money, they had 72 hours to get it to me before they reimbursed. I'm sorry this is happening to you but it seems like the customer service isn't there these days for airlines.

Good Luck though!

 

[OregonDisneyFanatic]

Is your problem with American Airlines? Your story sounds very simular to what we experienced when we flew out of there in March on our way home from our trip to WDW. I was shocked because of all the people that we met when going to WDW everyone from TX was extreamly nice, except the people we encountered at the AA desk. WOW they were horrible. Don't know where they learned there customer service, but they were a nightmare! Hope all works out well for you. Take a deep breath!

 

[javaj]

Is your problem with American Airlines?

LOL -- yes it is!

 

[Stitchfans]

We'll be flying with American airlines in March! We are leaving from Chicago. Sure hope we don't have a nightmare light that. We have never flown with them before.

 

[OregonDisneyFanatic]

I am so sorry you have to deal with them they are horrible. When we got back I wrote a nasty letter to AA. They probably don't care about what I had to say, but at least I got it off my chest. A couple weeks after we were back they sent a survey about our flights, and more specifly the DFW to Portland Oregon flight which is the one we had real problems with. I hope they noticed by the very negative survey that I sent back that I was NOT happy!! Now, when we plan to go back to WDW I think that we will avoid DFW and American. Again, hope all works out okay. Have a great day.

 

[mickeyboat]

I had a good experience with Delta when something like that happened to us. Our flight was delayed due to weather, we almost missed our DCL cruise, and our luggage didn't make it. DCL arranged for a $300 credit with Delta so we could buy necessities while on board (they don't sell underwear, though). Our trip insurance reimburse us another $200. It was a pain to not have our luggage for 4 days, but we got all our souveniers for nothing!

Hope your problem is resolved quickly.

Denae

 

[MissMinnie]

Unfortunately, this service seems to be typical of airlines. Been there, done that. I hate to fly anywhere because if there is a problem, they don't seem to care very much as long as your body arrives safely on the ground somewhere.

 

[javaj]

Thanks for sharing your experiences!

What gets me the most about the situation is that I understand things sometimes happen, and I was understanding and patient throughout the whole ordeal -- until I encountered the last 2 sarcastic employees! All I wanted for our trouble was my suitcase back, or maybe a few bucks to reimburse us for some clothes and other necessities (like baby formula and diapers LOL). Oh, yeah, I also expected polite employees throughout. Now of course I am more irate and am wanting a formal apology, which I doubt that I'll get!

 

[DisneyMommyMichelle]

WOW! that sounds just awful!! i would be upset!

 

[javaj]

UPDATE:

Got our suitcase delivered yesterday and got an email reply this morning -- very polite, starts with 3 long paragraphs explaining why they cannot control delays -- then there's the more personalized reply with:

We expect our personnel to perform their duties in a friendly,
courteous and professional manner. Therefore, I am especially concerned about your comments regarding the conduct of our two baggage employees you spoke with on October 16. There is never an acceptable excuse for rude behavior. Again, please accept our apology for the unsatisfactory service you reported.

We can appreciate your making some purchases while you were without
your baggage. However, a review of your baggage claim record does not reveal an authorization from our baggage service personnel to reimburse you for purchases made. To consider reimbursement, it is our policy that a purchase amount must be approved and documented in a baggage claim record. Accordingly, we must respectfully decline to refund any out-of-pocket expenses. I am sorry.

Guess I should've known to press the reimbursement issue while I was without baggage. I've only had 1 delayed/missing luggage issue before -- and it was handled beautifully by Frontier. Reimbursement was requested after we got home, with the proper receipts and documentation. Oh well, lesson learned. At least with the Wright Amendment repealed, I should have more options for flight to Dallas from Colorado!

 

[OregonDisneyFanatic]

Glad to hear that your suitcase has made it home!