Airlines make passengers wait days for lost bags

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Airline: Aerolineas Argentinas
Date: 2 July 2013
Location: Buenos Aires, Argentina
Flight: AA1181 (Sydney to Buenos Aires)

Baggage did not arrive in Buenos Aires. Waited four days. No news. Have continually been contacting Aerolineas Argentinas. No satisfactory response. Had to replace necessary medication and purchase items after four days in same clothes. Have had to visit doctor again and alter travel plans and spend considerable sums on additional travel changes due to delays. Have heard from the airline once saying that they found my luggage, but they gave me the incorrect baggage loss number.

Finding luggage at this stage really is of no importance as I have had to replace and change all my plans because of this incident. Extremely unhappy with any dealings with Aerolineas Argentinas with any communication over this problem.

AirSafe.com suggestion As discussed on the Baggage Basics page, you should never put critical, hard to replace items in checked bags. That would include prescription medications and other items that you need to use immediately after arrival.

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Airline: Singapore Airlines
Date: 10 August 2013
Location: San Francisco
Flight: SQ0016 (Seoul, South Korea to San Francisco)

I have checked in eight bags from VTZ-SFO on Singapore Airlines and when I landed in SFO on August 10th, one of the bags did not arrive in SFO. I was told that this bag was missing and will be traced and provide status to me. They provided me with a Property Irregularity Report form and asked me to follow up with them regularly. I called on 11th August and they told me that the bag has been traced and will be sent to my home that night. Until now, I have not receive that bag and whenever I call them no one answers the phone and when I leave a voice mail no one calls me back. It has already been 10 days since I landed in SFO, and I do not know the status of my bag .

What happens on the way to Vegas stays online forever

Date: 20 June 2013
Airline: Allegiant Airlines
Location: En route Medford, OR to Las Vegas, NV
Flight: 557

On 6 August 2013, the US District Court of Nevada charged two Allegiant Air passengers with one count of lewd, indecent, and obscene acts on an airplane.

The defendants and the charges
In the criminal complaint, the US government alleged that two passengers on Allegiant Air flight 557, Christopher Martin and Jessica Stroble made and obscene and indecent exposure of Mr. Martin's genitalia, engaged in masturbation and a sexual act, all in violation a specific federal law, 49 USC 46506(2), and District of Columbia Code 22-1312.

What does Washington, DC law have to do with this?
The particular acts in the charges took place on a flight between Oregon and Nevada, and was thousands of mile from Washington, DC. However, federal laws are the ones that matter in an airliner flying on a domestic route in the US, and the first law basically says that certain criminal acts that happen on an aircraft under US federal jurisdiction will result in charges under the appropriate Washington, DC laws

The investigation
The FBI and the Las Vegas police were involved in the investigation, which included gathering statements from a number of eyewitnesses. The criminal complaint was filed because the investigation resulted in probable cause for charging the two passengers with a violation of federal law.

The gory details
For anyone who dreams of joining the mile high club, consider that if you try it and get caught, details like the following facts from the Allegiant air incident will show up in a criminal complaint, and will live online forever:

• Christopher was in seat 16F (right window) and Jessica in 16E (middle right).
• Two witnesses (both passengers) were seating in 16A and 16C
• Two different flight attendants had asked the alleged perpetrators to stop.
• The passengers in 16A and 16C observed a variety of activities during ascent and at cruise, activities that included a fully exposed and erect penis, and exposed breast, and several sex acts.

If you are interested in the salacious details, please feel free to read the criminal complaint.

Mysterious statements in the criminal complaint
There were two witness statements in the criminal complaint that are mystifying in that they seem to be out of place given the alleged criminal activity. The first was a statement made by a passenger who said to a fight attendant "this is not the sex education I wanted to give my teenage sons." The second, and perhaps the most perplexing statement was made by he witness in seat 16A, who observed the male passenger on the receiving end of an act of oral sex and noted that the recipient "was in his own world."

A careful review of both the federal law and the District of Columbia law by AirSafe.com did not reveal anything that was directly related, or even remotely related, to unlawful acts of unintended sex education or to illegal fantasies. Putting these kinds of statements into a criminal complaint on the surface seems to serve no purpose other than to humiliate the accused.

Recommendations from AirSafe.com
For passengers who may see suspicious acts on an aircraft, whether it is of a sexual nature or not, the best course of action is to contact a flight attendant to deal with the situation. Keep in mind that the laws may be very different depending on where you happen to be flying. On a domestic flight, the relevant laws will be those of that country. On an international flight, the relevant laws will typically be those of the country where the flight terminates, or where the alleged offenders are removed from the plane.

For passengers who wish to have sex on airplanes, AirSafe.com suggests that you either buy or rent your own aircraft, and hire someone to fly you around while you do whatever you wish with other consenting adults. If you can't afford your own personal sex flight, then restrict your in-air sexual activities to fantasizing about it, preferably while at home in private.

Delta defines a two-stop flight as a one-stop flight

Airline: Delta Airlines
Date: May 2013
Location: Toronto, ON (YYZ)
Flight: DL268

Here is my story with Delta Airlines: In May 2013 I bought an e-ticket online, which says one-stop flight on the route Toronto (YYZ)- Atlanta (ATL) - Tel-Aviv (TLV). The first flight YYZ-ATL was delayed for three hours and I almost lost my connection for the next flight, but this next flight was not to Tel Aviv, it was back north in US to New York (JFK)! Then I was sitting for more than six hours before next flight with no food and I had to pass through all the security checking procedures again.

So in total I was "on the road" for more than 30 hours and it was very hard flight because of the wrong information provided by Delta Airlines. When I complained to Delta about this was actually a two-stop flights (with the same flight number between ATL-JFK and JFK-TLV!) and asked for any compensation - they just said "we're really sorry, but it's called a one-stop flight with "equipment change in JFK."

I'm a business client for many companies in the world and for the first time in my life I had wrong information and bad service from a famous airline company.

Thank you, - Alexander

Delta passenger loses luggage and is injured by wheelchair

Date: 8 July 2013
Airline: Delta Airlines
Location: Orlando, FL (MCO)
Flight: DL2018

I am disabled and require a wheelchair. Delta furnished one and a skycap (Prospect) took me to security. Along the way, the wheelchair cut my leg twice. I was treated at the gate area by Delta and given ice and bandages. The flight was further delayed 4 hours/cancelled and my luggage lost.

The Delta wheelchair was defective with a rusty sharp clamp. Delta refuses to address the incident adequately and actually said that my ticket didn't show a wheelchair request so I am not entitled to any just compensation. What does that have to do with anything? My trip was started on May 13 and ended on July 13 with international and domestic trips involved, all with wheelchair assistance noted. Also in my passenger preferences.

Thai Airways has inconsistent change fee policy

Date: 31 July 2013
Airline: Thai Airways
Location: Seoul, South Korea to LAX
Flight: TG692

When I made reservation drop down menu online did not have the return date I wanted. I called to verify and was told that arriving date change fee is $0. They only have $150 fee for outbound changes which states on their reservation confirmation. I was told to call back later after making the reservation to change the date I wanted. Now that I called to change the date, they're saying its $350 per ticket, total of $700.

Their terms and conditions / restrictions specify that ticket is good for one year but representative told me it is actually 6 months and that I have to pay to get an extension. None of their disclaimer links work either. Nowhere in the ticket or reservation confirmation state the fee of date change other than outbound flight. Consumers are deceivingly sold and unlawfully charged without proper notices.

American Airlines repeatedly ignores their own written baggage policy

Date: 15 April 2013
Airline: American Airlines
Location: Denver, CO (DIA)
Flight: AA3613

I am seeking a reimbursement of $170, cash or airline credit, for an item that was pilfered from my checked bag.

On Apr. 15, I flew home to Chicago from Denver. When I retrieved my checked bag from the baggage claim, three of the pockets were splayed open and multiple items were coming out. One item was missing entirely: a pair of Black Diamond Sabretooth Pro Crampons (metal spikes you attach to boots for mountaineering and ice climbing, retail $170). They had been packed very securely.

I immediately filed a claim with the baggage department. My claim was initially denied. According to the documentation included with my checked bag stub, the airline has at least $3300 baggage liability per passenger, which does not cover 'photographic equipment, computers and any other electronic equipment, jewelry, cash, documents, works of art or other similar valuable items.' Crampons do not resemble anything in this list.

I was told that I could file a complaint online, which I did the following day. I received a reply, saying again that I was denied, with a similar list of non-covered items. Again, it does not seem that any of the non-covered items include crampons.

I wrote a complaint online once again, stating that my crampons are not included in their list of non-covered items. I received a reply stating that, ""It is our practice for personnel in our local offices to handle claims of this type. They have the full authority and responsibility in such matters. You will be contacted as soon as possible.

After three months, I still had not heard from the local office, so I called them directly. I was told that my file had been denied and closed out, that my item was not covered because, 'We only really cover clothes and stuff.' I was told there was nothing they could do.

I have been a regular American Airlines customer and would greatly appreciate the airline remedying this very unpleasant experience.

United Airlines makes it very hard to file a complaint

Date: 3 August 2013
Airline: United Airlines
Location: Washington Dulles Airport (IAD)
Flight: 3740

I would like to be compensated for the cost of a car rental. The airline cancelled our flight due to crew issues & I was re-routed 2-hours away from my desired destination (home). I was told to go on line to get a form to file out by the airline--United. This is the only form I was able to access on-line. Please advise if there is another form that I should fill out. - Richard

Note from AirSafe.com
We checked out the United site to find their passenger complaint resources, and after an extensive search we did not find anything that looked like either an online or downloadable complaint form. We did, however, easily find a number of resources that described United's rules like the airline's 46-page contract of carriage by using the site's internal search engine.

Using Google's search engine, the closes things we found to a passenger complaint form was a property claim form for lost or delayed baggage, and a a generic form for customer feedback, but nothing that looked remotely like a comprehensive customer complaint form.

What's going on here
Our guess is that United wants to make it hard for customers to complain. If you have a complaint about United's service, we suggest that you take matters into your own hands by writing up your complaint and sending it to any United office that would accept your email or mailed in form. We also suggest forwarding your complaint to the US Department of Transportation, and to any other place that you think is appropriate.

We suggest that you visit AirSafe.com's complaint resources page at complain.airsafe.com for suggestions on how to file a complaint. You may also want to download the AirSafe.com Complaint Guide, which provides airline passengers with insights on how to effectively complain to their airline.

Understaffed US Airways means more business for Delta

Date: 15 March 2012
Airline: US Airways
Location: Jackson, MS
Flight: 2526

Online materials printed after online check-in were not considered valid boarding passes by TSA.  TSA then refused passage to the gate after a 15 minute wait in line at Jackson - Evers International Airport, Jackson, MS.

I presented myself to kiosk at ticket counter but kiosk was locked out at 30 minutes prior to flight. With 25 minutes left until flight, ALL TICKET AGENTS went to the gate. NONE of the agents would return to the ticket counter until AFTER the flight had left, even though there was still 25 minutes left before the flight. There were NO ticket agents available. ALL COMPETING AIRLINE TICKET COUNTERS HAD MORE THAN 3 TICKETING AGENTS AVAILABLE. There was no way to check for following flight since the flight scheduled was at 0551 (AM) and the customer service center was not open.

I bought a ticket on Delta. When the station manager returned with the ticketing agents to the US Airways counter, I was told, "that's our policy, call customer service." This business model is absolutely anti-customer service. The station manager only employs enough personnel to handle either the gate or the ticketing counter but not both. Any problems within 30 minutes of flight means that the customer cannot resolve that problem in time to make that flight.  Luckily I was able to rely on Delta for my urgent business needs.

Request for hot water leads to a cold shoulder

Date: 13 July 2013
Airline: United Airlines
Location: San Francisco, CA
Flight: UA1268 (San Francisco, CA to Houston, TX)

The worst in flight service 2 women (1 African older lady & 1 American older lady that work in the Economy class). The flight UA1268 Departed July 13, 2013 @ 10:41am going to Houston, TX , I'm sitting in the Economy class during the flight.

I went in the back to ask if I could have some hot water for my Cup Noodles, she turn around and gave me a face that look like don't bother me and didn't like to give me my hot water. I was so surprised, so I walk back to my seat. I try to see if I could see her name tag but she didn't have a name tag, she only had her badge but the badge was facing inward, so I couldn't see her name. So I told my family what had happen, so my brother went up with his cup noodles and ask if he could have some hot water to the African lady she also gave him a face like she didn't like giving us hot water. We all feel very sad that these two ladies didn't like their job and the services they both gave us were BAD and they both don't even smile. I hope they will improve their services in the future.

Flight delayed because of no flight attendant

Date: 27 July 2013
Airline: Delta Airlines
Location: Salt Lake City, UT
Flight: DL1352 (Salt Lake City, UT to Detroit, MI)

Our flight was delayed because a stewardess was pulled from our flight and put on a flight for Albuquerque, New Mexico. No replacement was made and consequently the Captain of the flight announced the problem shortly after the flight was to board.

A search was made for a substitute attendant but this was not done in a timely manner. We were just informed that an attendant should be at the gate by 2:15am! this means our flight will leave around 3:00am arriving in Detroit by 8am. This means a two and half hour delay!! This appears to be very poor management by Delta. This situation could have been avoided if appropriate action was taken as soon as the need for another flight attendant arouse. What procedures are in place for this problem which has impacted on over 140 unhappy passengers?

American Airlines plane ride turns into bus trip

Date: 28 June 2013
Airline: American Airlines
Location: LAX
Flight: 3626 (LAX to San Diego)

I purchased (suprise) ticket for my wife to fly from Maui, HI to Los Angeles, CA to San Diego, CA. I find out from her that the flight from Maui, HI to Los Angeles, CA was great. However, after arriving in Los Angeles, CA she sits on a plane for 30 minutes and is then told she has to ride a bus to get to San Diego !! What? I paid for her to ride on a plane, made arrangements to be picked up, and this experience cost me more money!

I have called Amercian Airlines and the only answer I got was "sorry". No compensation what so ever! So with this.... is the best option when flying into Los Angeles from Maui, HI is to get a Greyhound bus to San Diego? NOT happy with this issue.

Delta promises free checked bags but does not deliver

Date: 21 June 2013
Airline: Delta/Alaska Airlines
Flight: 7470

The most disappointing flight I ever had! Before my trip, I called Delta SkyMiles representatives to ask whether I could get a free check-in bag with the Delta Gold credit card. The representative said yes, and encouraged my family to carry bags for free check-in. I gave her my confirmation number and she said my itinerary was eligible for this offer. All the flights on my itinerary had Delta flight numbers.

Then, on my way back, I had Delta flight number, but it was operated by Alaska Air. Then Alaska said I had to pay for check-in bags! This is totally different from what Delta SkyMiles told me. After I came back, I called Delta customer care and asked for refund, they refused to take the responsibility of telling me the wrong information!!! I couldn't believe it.

Not happy with Spirit Airlines and their inconsistent flight schedules baggage scales

Date: 19 June 2013
Airline: Spirit
Flight: 212
Location: Ft. Lauderdale, FL to St. Thomas, VI

We were booked to go to St. Thomas on 6/19/13, our flight was to leave at 12:25pm. We left at 4:30pm because they decided to "swap out the plane." So we had to wait until the plane they wanted to swap for our scheduled plane arrived from Atlanta.

While waiting for our flight I observed a Spirit flight to NY cancelled, then re-established, then delayed. Nearly all departing Spirit flights were delayed that afternoon, and there were multiple gate changes. Our return trip was the same, instead of leaving St. Thomas at 4pm, we left about 5:20 because the arriving plane from Tampa was "late." This was after the desk clerk asked me if I would be willing to fly to Miami instead of Ft. Lauderdale. When I asked why, she said that the plane we were scheduled to leave on was late and there were adverse winds.

Well I guess nobody was willing to fly to Miami because our plane was nearly full. I have never seen an airline run in such a haphazard fashion. It appears that everyone is confused, and that changes are instituted at whim, not to mention the fees. Leaving I had to pay extra because my bag was over 40 lbs It was 42 lbs. Upon my return the same bag weighed 6 lbs more after we had purposely taken things out of it. Who says their scales are correct? All this to sit on a plane with approximately 6 inches of room between my 5'4" legs and the seat in front of me, unless of course, I was willing to shell out an extra $50 for a regular seat. This airline is unacceptable.

Poor coordination between United Airlines and Amtrack

Date: 24 June 2013
Location: Philadelphia, PA (train station)
Airline: United
Flight: UA6661/UA675

My wife and myself,[names redacted], had a pathetic experience traveling from Philadelphia to Seattle on June 24, 2013 on United Airlines. Ref confirmation code [redacted]. It was Flt # UA6661 from ZFW to EWR (train service) and then Flt # 675 from EWR to SEA. We booked through Expedia (Itinerary #[redacted]) and the reason we chose this option was that we were traveling with bags and it seemed very convenient to check in at Philadelphia train station.

With a Flt no. for the train service and indicating franchise operated subsidiary, this expectation seemed very much in line with norms of reason. It turned out at the time of travel that there was no United check in or flight no. at the Philadephia Amtrak train station. We had to carry our luggage (three check in bags) through train stations all the was to Terminal 3 at EWR.

Because of the check in bags we hired a porter service at Philadelphia train station and it turned out to be a saving grace because nowhere on the Amtrak flight system was UA 6661 displayed, which train service we were looking for, and it was because of the porter that we got to the right train. At the time of booking the way the whole thing was presented is tantamount to giving wrong information to the customer.

Had it been mentioned that our flight was from EWR to SEA and we had an Amtrak train connection from Philadelphia Amtrak station to EWR, we would not have opted for this United option and selected a suitable flight option from Philadelphia to Seattle on any airline.

Passenger wants compensation for delays and poor customer service

Date: 25 June 2013
Airline: Spirit
Flight: 946; Cartegena, Columbia to Ft. Lauderdale, FL
Location: Cartegena, Colombia

Flight schedule to depart at 1:39 PM from Cartagena, Colombia to Ft. Lauderdale , FL left at 6:30 PM, after some passengers complaint about it just gave us a small snack. I missed my connection to Tampa schedule @ 9:36 well that flight was delayed too left Ft. Lauderdale , FL at 1:30 AM. so total delayed 9 hours. Company never keep passenger informed about situation only said sorry about delayed. I got home at 4:30 AM.

I travel with my daughter 8 years old. Customer service was horrible in Cartagena and in Ft. Lauderdale. Beside one of my suitcases handles has grease when I claim my bags my hands was all black. One of the agent from Immigration help me to clean my hands and offer me gloves that way I can take my bags to my next flight.

I demand a explanation and compensation for all my trouble my daughter and I we had with Spirit. We travel time was 24 hours since we wake up on Tuesday until we got home.

Passenger harassed by airline employee

Date: 22 June 2013
Airline: American Airlines
Flight: 890
Location: DFW

An employee was helping me straighten out the flight confusion, another employee named BELLA (working gate C28 at approx 7 pm CST). I was both cursed at and yelled at regarding the way i was speaking (upset about my flight problem) in front of my children. she also told me i needed to learn how to "raise my children" ... after this interaction, i sat in gate, waiting my flight. i sent my 10 yr old daughter to read her name tag at which point, she enters the gate and in front of roughly 200 people, says to me ""if you want my name, don't send your kid, come get it yourself" i asked "what's your last name"" she responds "you don't need to know my last name" ..... i said nothing else. i intended to report her lack of professionalism with a frustrated customer, and so this is it.

Passenger needed bag loading help injured while loading bags

Date: 28 May 2013
Airline: Korean Air

Dear whom or who may concern,

My name is Judy xxx, I would like to file complaints and report mishandling the situation. On May 28, 2013 while I was shipping the baggage from the Korean Air Counter, I had an injury to my face. I have a 4cm laceration on medial aspect of Left Eye which also penetrated to 0.5cm dermis. Which scarred-in and which needs a further medical attention.

As a customer to Korean Air, I am very furious about the situation that was happened and how was handled. We paid for the service and customer care however on May 28, 2013, the services from the Korean Air Counter agents were horrible and how Korea air agents handled the situation was unacceptable.

While I was shipping the baggage, I asked the Korean Air Agent to help me to load the bags into checking loading belt but the agent response was, "we cannot help you because it is our protocol." As mid-aged female with osteoporosis and arthritis, lifting the 50lb cargo bag was very hard. However, all the agents were just staring at me and no one offered to help. While I was loading my 3rd bag I fell to the floor because no one offered to help. 

After the injury I had an unstoppable blood dripping from my forehead.  I was in shocked and still no one offered to help.  The blood was all over the Korea air counter. Still no one offered to help, I kneed down and I even cleaned the blood dripped the on the Korea air counter.

I finally boarded and was furious. After the incident the follow up with Seoul Korea air customer was horrible and terrifying. They did not offer any help and you are on your own. 

Coach class passengers treated with no class by Korean Air

Date: 28 May 2013
Airline: Korean Air
Flight: KE 0019
Location: Incheon, South Korea to LAX

Once my son and I boarded the airplane and settled in, the captain told us the airlines were having some difficulties and we would be leaving shortly. After waiting another 15 minutes, the captain again mentioned some struggles happening with the luggage. He also said he didn’t want to leave until everyone’s luggage was onboard. In essence, we were delayed numerous times before departing on our soon to be long and unpleasant flight.

During food service, my son and I requested chicken for our choice of dinner but was rudely denied by one of the flight attendants. She said, "There isn’t any chicken left, pasta is all that we have." Immediately I asked why this had happened and the [Steward] rudely replied, "I'm sorry but that’s what happens when you sit in the back." I explained that I paid just as much as everyone else for my ticket and deserved the same option for food.

During the second round of serving drinks, my son and I requested Ginger Ale and were told by another Stuart that the airlines had run out. Once more, this Stuart said, "This is what happens when you sit in the back of the plane."

My son and I didn’t ask to be seated in the last row neither deserve the treatment we were given. This was a very long, disturbing, and uncomfortable flight for the both of us. (Keep in mind; we flew 10 plus hours across the country)

Upon arrival at LAX we were soon notified our luggage hadn’t come in and had remained in London. We would not be receiving our luggage until the following day but was once again told it would not arrive until the day after the original date.

All in all, the treatment we received was unacceptable. I feel every customer should be received and treated with equal respect no matter where their seated, business or standard class. After speaking to a representative on the phone, we're still feeling those raw emotions from the flight. What a bad experience this was for the both of us...