October 21, 2009

American Airlines Baggage Problem

This comes from a good freind.

American Airlines' Response to my Baggage Problem -

Today at 3:35pm

October 21, 2009

Dear Ms. ***name removed***:

I'm sorry you didn't receive your baggage as expected when you traveled with us October 17. We know how frustrating it is for our customers to be without their belongings and we continually look for ways to improve and refine our baggage handling procedures to minimize such experiences.

I know, too, it was disappointing to discover that your belongings were damaged. While we work very hard to avoid these mishaps, unfortunately, they do sometimes occur. However, we don't monitor the status of baggage or handle baggage claims at this office, the responsibility rests entirely with our applicable Baggage Service staff. Accordingly, I have asked our Manager at Jacksonville to review your request. You will be contacted as soon as possible, if our personnel have not already done so. If you prefer, you may contact them directly at 904-741-2487.

While I understand you are seeking reimbursement of the checked baggage charge, I should clarify this is a nonrefundable charge associated with the increased cost of handling and transporting baggage. It is important to us to do our best to transport baggage as expected and I apologize again for the inconvenience you experienced.

Thank you for allowing me to express our viewpoint, Ms. ***name removed*** I am sorry my response could not have been favorable, but hope my explanation will persuade you to give us another chance to provide satisfactory service.


Tania L. Duggan

Customer Relations

American Airlines

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