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Worst Service Ever

Posted Wed June 20, 2007 12:27 pm, by Ryan F. written to America West Airlines

Write a Letter to this Company

I got to Fort Lauderdale this past Saturday, 3 hours prior to my flight, and the baggage belt was down, so I had to take them back outside and give them to the guy out there. This was fine. However, when I got back to my gate it was announced that the flight was delayed, which would cause me to miss my connection from Charlotte to Columbus. I went up and talked to the lady at the counter and she said that she could get me on a Delta flight that was straight through and to go ahead over to ther terminal. So I left the U.S. terminal, went outside in the rain to the Delta building and he said the woman had not booked anything for me. I had to walk back through the rain yet again to the U.S. counter where I waited over an hour to get my ticket booked from the lady. I asked her to get my bags transfered to that flight and she told me she could not, just to travel without them and file a claim in Columbus. This would have been fine other than all my prescriptions were in my suitcase. After I refused to leave the counter she said they were extremely short staffed and that it was an invonvience, but called a man in baggage and he said he would look for them. I waited about a half an hour and the man came up and said that my bags were put on an earlier flight to Charlotte and then to Columbus, so they would be waiting for me. I thought this was a little weird that they were put on an earlier flight, when they delay was not yet known at that point. I went and got on my Delta flight, which was fine and when I got into Columbus, my luggage was no where to be found. I got in the line at the baggage office, and waited over two hours to get inside. That should not be happening. My wife parked in short term parking and was charged an extra $8 due to U.S. Airways being short staffed. When I finally got into the baggage room the lady didn't greet me, nor aknowlege me. I told her my bags were supposed to be there and she said "Aren't they all" and asked for my tickets. Low and behold, my bags were not there, and she could not tell me where my bags were. She told me not to file a claim, but to go to Delta and file a claim with them since I ended up on thier flight. I told her that made no sense because my bags were not on that flight. Finally she helped me file a claim and I asked if the bags could be delivered since I live an hour from the airport. She said they try not to deliver outside of the Columbus outterbelt. I told her I was not able to drive back in and that I was not going to sit there all day waiting for my bags and she finally said they would be able to deliver them if they were to show up. I went home and called back about 7pm to ask if she had heard anything and she said no. I asked her what I was supposed to do as all my of medication was in my bags and I needed to take two of them that evening. She told me that all she could reccomend was for me to go to the urgent care and see if they would give me a prescription for a few days supply. I went to the urgent care, and they did give me a 5 day prescription, but when I got to the drug store I learned that since I just had them filled before my trip, that my insurance company would not pay for them. I had to pay cash for both of them. One of them was $8, but the second was $84. This is rediculous. When I got home, I found both my bags on the front porch for anyone to just come along and take. I went back to the pharmacy, but they cannot take drugs back once they have left the store. When I got back, I started unpacking, and when I opened my first back there were blue rubber gloves on top of my clothes. Everything in my suitcase was moved around. I had coral in my bag from scuba diving, which I had wrapped in newspaper to keep from getting sand on my clothes, and none of the paper was on them anymore. They were thrown all about in my suitcase, many pieces had been broken or crushed. However, this is still not what made me irate. When I got to the bottom of my suitcase, I found that somehow my statue I just bought in Fort Lauderdale had been broken into 3 pieces. One lense in my glasses was cracked, with a piece of coral sitting on top of it, and my mirror was shattered. I called the baggage area at Columbus and I believe it was the same woman I talked to origianlly, and she said that glasses, precious stones (since when has coral been a precious stone?), and toiletries are not covered if damaged. Not only did you take an entire day away from me on the way down to Fort Lauderdale, which caused me to miss my first scuba expidition, but you managed to make me not want to fly again. I have never been hasseled so much by an airline, nor had my things broken. This whole trip was a disaster because of your airline neglecting to follow thier flight schedules, rudeness towards customers, and thier laziness. I expect something to be done about this. I did not book a trip expecting to have my souvenirs broken or having to buy new lenses for my glasses or pay for my medications. A prompt response would be appreciated.

I would like America West to either refund me my ticket price for the trip or offer me the equivalent in a voucher. I also want something to be said to the horrible ticketing agents in Fort Lauderdale and the baggage woman in Columbus.


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by Acerjistionestyio{}{}{{} %5 Posted Wed January 7, 2009 @ 5:38 PM

I understand your anger to the supposed "laziness" of the flight
agents but it was your fault in total by demanding them to do
something they couldn't. Also what did you expect for the baggage?
Them to somehow get in your house? Your lucky they didn't put it on
the street!

And also, some of us don't like reading a huge block of text, please
learn to make paragraphs. Fast!

by Angelic Princess:) Posted Sun June 24, 2007 @ 1:54 PM

I can't even read this letter since its one big paragraph. I'm just
going on other comments. Were your glasses in a case? or just out in
the bag? They can search you, its not like you got arrested.

by Jeanie Posted Fri June 22, 2007 @ 3:45 PM


by J.Kristin Posted Fri June 22, 2007 @ 8:05 AM

I just want to say that I refuse to drag myself through this letter.

Take the time to hit the ENTER button when you're writing a letter,
and people will take the time to read it.

If I were getting paid to read this letter, I don't even think I could
do it.


by Gino Posted Thu June 21, 2007 @ 10:57 PM

Although there isn't enough information to go on (just two sketchy
paragrphs) I have to agree with everyone so far. Pack your meds in
your carry on that way you KNOW where it's been before putting it in
your system. The only thing you should leave in a protected area is
your footprints. Even dead coral may serve a purpose in the ecosytem.


by RedheadWGlasses Posted Thu June 21, 2007 @ 7:08 PM

The coral reefs off the cost of Florida are PROTECTED. It is illegal
to take pieces of coral from the reef. They are a fragile part of a
delicate, sensitive ecosystem. Shame on you for taking coral from the
reef, and I'd say you got what was coming to you.


He didnt by Thu June 21, 2007 @ 9:36 PM

why by Angelic Princess:) Fri June 22, 2007 @ 1:29 PM

Dude by TwinkleToes Thu June 21, 2007 @ 10:24 PM

Ack! Sorry -- I didn't read responses to this letter! by RedheadWGlasses Fri June 22, 2007 @ 8:39 AM

No problemo! by TwinkleToes Fri June 22, 2007 @ 8:57 AM

by rxgirl --open your profile or I'm not listening :) Posted Thu June 21, 2007 @ 4:41 PM

It could get lost or stolen. It is not a violation of TSA to place
your medication in your carry on bag. If your medication is PROPERLY
labeled it is okay to place in carry on. If there is a delay, or if
your luggage is lost or misdirected what are you going to do then?

I work in a pharmacy and it even now still shocks me how many people
pack "life sustaining" medication, and then call the pharmacy because
they lost their medication. If it is vital to your life or health
keep it with you at all times. The other danger to packing your meds
is that they may be tampered with, you never know how many pairs of
hands are going through your stuff.


I Agree 100% by Harleycat Fri June 22, 2007 @ 9:03 AM

Amen, amen! by Jeanie Fri June 22, 2007 @ 3:40 PM
by TwinkleToes Posted Wed June 20, 2007 @ 8:04 PM

Frankly, I care more about the coral you removed from the ocean than
your luggage. Do you know what even touching coral does to the
ecosystem let alone breaking pieces of it off???

Karma's a biotch isn't it?


Coral not living. by Ryan Foor Thu June 21, 2007 @ 12:59 PM

"had coral in my bag from scuba diving" by TwinkleToes Thu June 21, 2007 @ 1:09 PM

by calm Posted Wed June 20, 2007 @ 6:29 PM

I agree with you on these points:

1. When the woman at the gate offered you a solution to the delay that
you liked, she should have put the reservation through before you left
the podium.

2. When the man who went to look for your luggage couldn't find it, he
shouldn't have just assumed that it had already been loaded onto a

3. It would be nice if the TSA were as careful with your belongings as
you yourself would have been.

I disagree that that's the worst service ever, or even the worst
service anyone flying out of Fort Lauderdale that day got.

Most of the rest of the problems seem to have arisen because you
didn't recognize some of the basics of air travel and plan for them.
Specifically: you shouldn't put prescription (read: hard and
expensive to replace) medications or glasses (or any other important
and easily-damaged item) in your checked luggage; when you switch
from one airline to another after you've checked your luggage, there
are going to be problems in retrieving it (especially since the entire
point of your changing airlines was to get there before the flight on
which your luggage was scheduled to travel); when you don't find your
luggage on the carousel it's going to be a Kafkaesque nightmare to try
tracking it down; and it's not at all uncommon for your checked
luggage to be opened and searched, and it's almost never the airline's
responsibility when that happens.

I really don't even grasp why "the baggage woman" ought to be talked
to, and while I do agree that it's probably reasonable for someone to
speak to the people doing the ticketing, I would imagine that it would
be more like, "Hey, don't send people over to another terminal until
you've already got the reservation done, let them wait, and you ought
to tell them their bags aren't getting on the flight before you ask
them if they want to use another carrier -- oh, and don't be surprised
if your commitment to maneuver passengers around delays so that they
arrive at their destinations quickly wins you no gratitude whatsoever"
than whatever you're imagining, and I don't see why you've called
those people "horrible." Maybe this is because I'm having a hard time
coping with the solid block of text and am missing something obvious,
or maybe you haven't quite conveyed the problems, or maybe it's
because you have unreasonable expectations. I don't know.

Moreover, I have no clue what you did want them to do with your bags
once they got to your home and there was no-one to let them in. Take
them back to the airport and make you go back out to get them?
Probably not. If you're going to complain about what they did do, it
would really help if you also explained what you think they should
have done.


by S. Brown Posted Wed June 20, 2007 @ 4:51 PM

This situation is not America West's fault - - it's yours.

No matter how you look at this situation - - delayed flight or not - -
you put your prescription medication in bags you checked, so the fact
that you had to spend $92 at the pharmacy is your own fault. Never,
ever put prescription medications or eye glasses or anything else of
value in checked bags - - always carry on these items.

It is common knowledge that checked luggage will be searched so
finding your items not as you packed them is par for the course these

It also doesn't make sense that bags that are checked with one airline
can be easily transferred to another. This is something you should
have taken into consideration before making flight arrangements with a
different airline.


Rx's by Ryan Foor Thu June 21, 2007 @ 1:02 PM

Who told you? by Harleycat Thu June 21, 2007 @ 1:21 PM

TSA by Ryan Foor Thu June 21, 2007 @ 2:16 PM

I Suspect.. by Harleycat Fri June 22, 2007 @ 9:05 AM

Oh, I forgot.. by Harleycat Thu June 21, 2007 @ 1:23 PM

by Harleycat Posted Wed June 20, 2007 @ 1:08 PM

Why was your original flight delayed? This is very important with
regard to compensation.

The handling of your luggage was poor at best and worthy of a
complaint. The damages to your belonging may well be the fault of the
TSA and not the airline. They wear blue gloves and randomly open bags
and search them. They are supposed to leave a note that they did it
but they don't always do that. The blue gloves are a dead give away
that it was them.

Never, never, never put prescription medication in your checked
luggage. Despite the new regulations, you are permitted to carry on
prescription medications in their original containers. The only
caveat is that any prescription liquid medication that is more than 3
oz must be declared to the screening agent.

I always carry on my prescription medication and I also leave a few
home in case my carry on is lost or stolen. That way I'm not in a
panic situation to replace my medication.


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