When you pack your luggage, do you know what your doing? This elderly woman did not have a clue she packed her husband and his dog….
While working as an airline baggage service manager, I received a call one day from a woman who said her bag was lost, that is not uncommon these days as many of you know. She was frantic, so I did what I did best, used empathy (sincerely) and listened to what her itinerary was etc. From Maine on airline “A” then connecting to another airline “B” of which the two are not associated you see. But carrier “B” being the final carrier accepts responsibility even though when the dust settled, airline “A” created all the problems to begin with.
So I listened to this nice elderly lady and then told her that everything would be ok and if the bag was not found in 30 days from the date of loss, I would buy her a new bag and replace the contents that would be covered by my airline’s “Contract of Carriage” (Do you know what this is?) And of course, items that are not covered certainly would pertain to what she had packed in her luggage in this case……………. Yes, you already have the clue from the tag line.
Unknowingly, she had packed her husbands remains and that of his favorite dog to take to their vacation home and sprinkle his and doggies remains together per his dying wish and a good wish.
She thought anything would be safe in her checked luggage, even her beloved husband and doggies ashes. So I offered her my home phone number to call me when ever she needed to while I did my best to locate the checked bag that mysteriously disappeared. She continued calling and crying and of course her distraught sons one who is a reporter and the other an attorney were preparing to put my company out of business.
I did all I could to find her beloved loved ones but to no avail. Finally 30 days later, airline “A” called my customer at home and told her “Are you missing a bag” Oh my!! yes with tears streaming down her eyes so plans were made to express mail her loved ones to her where she lived.
That was the happy part of this story, although tragedy was avoided, elderly customer called me to chew me a new back side and told me I did nothing to find her bag and loved ones because airline “A” had the bag for 30 days. Here in lies the problem, since it came to be that airline “A” never entered her bag into the world wide lost luggage computer system that most airlines use, nor did they use the ID tag she had on the bag with her name, address, and phone number until 30 days later! You may also be asking why the lost luggage store in Alabama stocks its shelves with 7000 of your lost luggage items every day for resale.
You see, when bags are delayed, lost, damaged, or pilfered, it does help to understand the process and your rights, what a Contract of Carriage is and what it covers. Allow me to help you with my new book on this topic specifically written to turn the tide of this growing problem. Go on and check it out plus I will offer you free consulting through my website or here. Safe travels to you always.
Scott T. Mueller
Author The Empty Carousel a Consumer’s Guide to Checked and Carry-on Luggage
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