Monday, March 27, 2017

Learning On the Road

For many years, I’ve been traveling on airlines to different events and conferences. Admittedly traveling is hard on your bags and suitcases. I’ve had to replace bags and once I even had to send my my laptop bag sent off for repair.

With all of my travel, I’ve never gotten my bag off the plane with damage—until this month. My travel goes in spurts and during the month of March I am making four different trips and a series of flights each time. On the first flight to celebrate the 89th birthday of my mother, I landed in Lexington, Kentucky and pulled my suitcase off the baggage carousel. Several hours earlier in Denver when I checked in the bag, the suitcase had four rotating wheels. Now in Lexington, my suitcase had three wheels. With the missing wheel, it wobbled.

My sister suggested I file a damage bag report with American Airlines. I learned these damage reports have to be filed immediately before leaving the airport. I went to the ticket desk and filled out the report, then went on with my trip to celebrate time with my Mom. A few days later, I returned home with my broken suitcase then noticed the bag sustained additional damage—a missing zipper. With a damaged bag, you have to give it back to the airline empty. Then they will either repair it or replace the bag. 

I emptied my suitcase and  took it with me to the Denver airport on my second of four trips. American Airlines took my bag when I checked into the airline with my bags for travel. I made my second trip and returned home. Then I called American to check on my bag repair. They told me it could take as long as three weeks so I assumed I would not have my suitcase for my month of travel. Also they told me the broken zipper (which happened on the return trip) was not on the original claim and likely would not be repaired. I wondered what would happen with my bag.

Between my second and third trips, the FedEx man delivered a huge box to my front door. It held my repaired suitcase and everything including the broken zipper was repaired.  I hear a lot these days about the challenges of travel and the poor customer service from the airlines. I believe it is also worth praising the airlines when they serve their customers well and do something exceptional. It’s why I believed I should include this article.

Several things:

1. If your bag is damaged, report it immediately to the airline.

2. Praise and thank the airline for their good customer service when you receive it. 

I love having a good news travel story to report to you.


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