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The satisfaction travelers initially feel when purchasing cheap airplane tickets, discount hotel rooms, cheap auto rentals, or cheap vacation packages wanes quickly when faced with dealing with the hassles of the airlines losing your luggage. Travelers filed over 8,800 complaints in ’09 with the DOT (U.S. Department of Transportation) concerning air travel; down 17 percent from ’08. Most travel experts believe that the government numbers significantly undercount flier dissatisfaction. Airlines readily acknowledge that they receive more passenger complaints directly. The following are suggestions as what you should do once you know your baggage is lost: • If you want compensation for your missing bag(s), go directly to the airline that lost your bags. • Do not leave the airport without reporting your lost luggage complaint to the airline and receiving a copy of your report even if the airline says your bag will be on the next flight. Request the agent’s name and appropriate telephone number for following up on status of lost baggage. • Know your rights – federal rules oblige airlines to reimburse expenses due to lost or delayed luggage up to $3,300 per passenger on domestic flights. • If your complaint is not handled properly by the airline, contact the DOT’s Aviation Consumer Protection Division by calling (202-366-2220), writing, or using their online complaint form (http://airconsumer.ost.dot.gov/escomplaint/es.cfm). • Airlines will often request your claim checks when you report lost bags. Make certain this is noted on all copies of the report. • Before leaving the airport, ask the airline if they will deliver the bag without charge when it is found. Also ask about an advance or reimbursement for any items you must buy while your bag is missing. • Open a missing bag as soon as it is returned to you. Report any damage to contents or pilferage immediately by telephone. Take note of the date and time of the call, and the name and telephone number of the person you spoke with. Follow up immediately with a certified letter. Although involving the DOT in your airline complaint should only be done as a last resort to get satisfaction, airline experts believe that if the airlines are held to great public scrutiny, their service might improve. Travelers who believe complaining to the DOT is a waste of time, need to reconsider. Airlines place importance on their standing in the DOT’s monthly report card of complaints and on-time performance, referred to as the Air Travel Consumer Report. Even a few additional complaints can impact an airline’s ranking. www.cheapfares.com
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