When you fly, you expect to be safe. You expect to touch down at your destination in one piece, free of harm. You expect the same thing for your luggage. Checking your baggage at the ticket counter takes a certain amount of trust. After all, as soon as your luggage is out of sight, anything can happen to it. Sometimes luggage is lost in transit, sometimes luggage is broken or torn. You expect that the airline that you’ve paid good money to fly on has some sort of coverage or compensation for these occurrences. You expect to be able to trust them with your life; trusting them with your luggage should be a no-brainer. Well, if you thought like me, think again: don’t trust American Airlines.
My trip to Japan was great; beyond great actually, everything went smoothly. That is, until my American Airlines flight from Los Angeles to New York City (we stopped over in Los Angeles from Tokyo to spend Thanksgiving with our families). After I picked up my luggage from the belt at the airport baggage claim, I unzipped it to take out a jacket (it was a teeth-chattering 26 degrees outside). I immediately noticed my digital camera missing.
I suppose if it was a $150 digital camera, that would be one thing. It wouldn’t be right, but I could live with the loss. The thing is, I’m a bit of an amateur photographer and a person who likes gadgets, especially cameras. The digital camera that I owned was a Nikon D70 digital SLR. With the lens that it had on it, the camera was worth approximately $1300; more than the price we paid for the airline tickets. Now you are probably asking, why would I ever pack this camera in my checked bag? Well, to Japan, I actually brought with me two cameras: the digital SLR and another Nikon F3HP that uses film. Since both together weigh quite a bit, I brought the film camera with me in my carry-on and checked the digital one.
Back to the story. On noticing that my camera was missing (it’s obvious since it takes a big chunk of volume in my suitcase), I went to the American Airlines Baggage Service Desk. The lady at the desk (who goes by the name Springer) was nice enough for 4:30 in the morning, but rather indifferent to my plight. She immediately began spouting “American Airlines baggage liability policy,” that of having no liability for electronic items. Seeing as how I was completely confused with what she was talking about, she asked me if I still had my airline ticket jacket with my baggage stubs. I handed it over to her. Springer proceeded to tear it open (it is glued together to be a better pouch for the boarding ticket). Low and behold, printed inside the ticket jacket, like the inside wrapper of a losing Hershey’s chocolate bar, was American Airlines “Notice of Baggage Liability Limitations.” It’s no mistake that these things are printed inside a glued ticket jacket. Here’s what it says:
“General: Carrier assumes no liability for (a) oversized, overweight or overpacked baggage; (b) previously damaged baggage; (c) minor damage to baggage such as scratches, scuffs, dents, cuts and dirt resulting from normal wear and tear; or (d) loss of or damage to (i) baggage carried in the passenger cabin; (ii) photographic equipment, computer and any other electronic equipment, jewelry, cash, documents, works of art or other similar valuable items…”
Upon reading this, I was wholly disheartened and violated. I asked to speak to Springer’s manager (who she kept calling anyways to answer some of my questions). Her manager identified herself as Gail Noel. Gail repeated to me the policy in the ticket jacket. I then asked her, “do you only shirk responsibility for electronic items?”
“No,” she said.
“What if I had gold bars in my luggage, would those be covered?”
“No, that would fall under jewelry and valuables.”
“Anything could be valuable. Does American Airlines accept liability for anything in its passenger’s luggage?”
“Yes.”
“What does it cover? Give me an example.”
“I am not at liberty to say.”
And the conversation went on and on exactly like this for a few minutes. She said that it was probably TSA’s fault at LAX for not placing the camera back into my bag after checking the luggage. I said that it could have also been stolen by an American Airlines employee. She didn’t deny it. I got so frustrated by her unwillingness to offer any sort of assistance that I asked her flatly and simply, “what could I do to get my camera back?” She said that Springer would file a report and that I should call the LAX American Airlines lost and found office and TSA. I then asked her, “shouldn’t American Airlines make these calls? Especially since it is to an American Airlines LAX branch?” She said that I would have to make the calls. I got off the phone.
In order to file a report for the missing camera, Springer had to print out a form and fill it out by hand (what year are we living in?!). I asked her for a receipt of the report filing. She had no idea how to give me one so she called her manager back. Gail told her to print out another copy and do it by hand. They don’t even have a photocopy machine!
It was now 6:00 in the morning and after this whole debacle, I was no closer to finding my camera. Kelli and I took the subway back to my apartment.
I have yet to receive a phone call from American Airlines. When I try to call, I get an automated message ending with: “You will not receive a phone call unless we find your item.” I guess they haven’t found it.
If American Airlines can’t be held responsible for the safe transport of its passengers’ baggage, can it be trusted with the safe passage of its passengers? And if they aren’t responsible for baggage or items within the baggage, aren’t they promoting the theft or defacement of it? If the processes at American Airlines Baggage Service Desk are so antiquated (hand written filings of reports, etc.), how can its passengers be assured of the modernity and safety of its aircraft fleet?
Repeat after me, down with American Airlines. American Airlines blows.
December 1st, 2005 at 11:41 pm
From experience, (though AA written policy is different!) when someone claims that an airline’s employees damaged their suitcase (i.e. there’s a large rip or hole in their check-in baggage), an airline will give you a new suitcase. In some cases, they will give you a suitcase better than the one you had, especially if yours was a hand me down from your dad’s days of trekking through the snow to go to college (or was it high school?).
I guess the difference here is proveability - i.e. a rip/hole in the luggage is easily proven (i.e. you can show it to them at the counter - especially if they ripped it big enough that they had to duct tape it with airline branded adhesive). But how can you go about showing/proving that there was actually a video camera in your luggage, and a $1300 one to boot?
But you’re right that there’s no corporate incentive for an employee to not steal…especially, as you have noted, since it’s that difficult to write up. So I’ll join you in your American Airlines rant, but I’ll limit it to baggage handlers. I have a friend who’s a mechanic for AA, and she’s rad. :)
December 7th, 2005 at 5:39 pm
Hi Clarice - you are definitely correct, there is an issue of provability here. I’ve gotten a flurry of responses to this post and I’ll be posting an update soon enough. One note though, say your luggage is torn and stuff falls out. The airlines gives you a brand new luggage. But what about the stuff that’s missing? All I’m saying is that with new regulations where you can’t lock your luggage, the system is a flawed one and consumers need to rise up and make the airlines take notice. Be it AA or another airline, in terms of stagnant policies in a changing environment (one in which terrorism is the new threat), something sure stinks.
January 16th, 2006 at 7:47 pm
Provability or not, there’s no need to be annoyed to someone who has clearly been wronged. I mean, any sensible person can tell when someone is pulling a con job vs. has truly lost one of his posessions and needs some assistance.
More than anything I think this kind of vibe that AA often gives to customers is a reflection of how the company treats its employees, rather than the employees as individuals.
This must be why everyone (at least on domestic flights) tenatiously avoids checking luggage and, consequently, the overhead compartments are bursting with oversized bags.
January 19th, 2006 at 1:09 pm
Yes, exactly: cause and effect. It’s just sad when the effect is poor customer satisfaction.
January 26th, 2006 at 5:56 pm
I am working on a story for Business Week Magazine about theft from checked luggage and would like to talk to you about your experience. Are you up for a brief telephone interview? When and where can I reach you?
October 6th, 2006 at 8:54 am
[…] I also use to own a Digital Nikon D70 SLR (for the complete story on why I don’t anymore, read here). It is a great camera that takes wonderful photos. Bulk-wise, it’s about the same as my manual F3HP, albeit a bit lighter (made of plastic, instead of steel). Battery life, in terms of other digital cameras was good, lasting a couple of days. However, when traveling, then you must worry about power conversion in order to charge it, not to mention lugging the charger. And what happens if you are in a place without outlets (hostel anyone?). Picture storage is another issue on long trips. Nowadays, you can buy 4 gig memory cards. But even then, if you are on a month-long journey, that is probably not enough for those high-resolution RAW photographs of yours. Your best bet is to take along a photo-enabled iPod and download your shots to it’s large hard drive…and then of course, you must bring the iPod charging equipment, etc. […]
February 16th, 2007 at 10:13 pm
[…] At the end of November 2005, following a great, month-long trip to Japan, my digital camera was stolen by America Airlines/TSA (read more about it here). It was a fairly expensive Nikon D70. I felt the loss. Since then, I have been too broke to re-purchase it. […]
April 4th, 2007 at 12:52 am
In my case the luggage was lost for 24 hours and my diamond necklace is missing. I am suing in small claims court. Proof is my personal knowledge necklace was in there. Let them disprove. I will let you know.
April 4th, 2007 at 10:52 am
I’m really sorry to hear about that. There is no excuse for something like that to happen. Please let us know what results and best of luck!
December 10th, 2007 at 4:45 pm
Well, I think we know what happened to the camera–it is now in the hands of an AA employee who couldn’t afford one. I am not talking about the baggage handlers either.
I have read several articles and blogs where people are complaining that their luggage was missing after an AA flight. I also had a friend that never saw his luggage again. He had very nice clothing and I am sure it is on the back of someone who couldn’t afford it. I am sure there is more going on behind the scene of AA than we will ever know.
I have had a similar problem. After I arrived home after my flight, I opened my luggage to find that it was compltely rummaged through and a mess. Make-up was broken, clothes off the hangers, etc., I am sure someone was going through the clothes to see if there was anything they wanted. Not to mention, I sat at the gate and watched the pilots oogle and drool over every woman that came into their view. It was disgusting to say the least. These guys were totally socially inept and stupid. Any man with experience doesn’t sit and degrade women delibertely. These particular pilots were pigs.
This airline seems to be losing reputation fast. Losers.