Tag Archives: @AmericanAir

@AmericanAir, a resolution

Well then.

After going public last week with frustrations and dead-ends, I am now on the receiving end of some resolution.

Iberia Airlines did not have a lost-baggage or delayed-baggage compensation claim form on their website. Every mention of delayed baggage led to a dead end.

I pointed this out to my wonderful contact at American Airlines, Liliana, who simply said “Let me see what I can do.”

And a day later I had a call from Central Baggage Resolution at American Airlines. Two days later, this email arrived:

“Thank you for contacting us and for your patience while we reviewed your claim. Again, I’m sorry for the inconvenience you experienced while traveling to Morocco.

“As we discussed, I’m sending you a check for $410.17 that you should receive in two to three weeks.  

“As a gesture of goodwill and to encourage your continued business, I’ve made arrangements for an electronic voucher (eVoucher)” for use toward the cost of an airline ticket.

This was Iberia’s mess to clean up, but American stepped in and took care of it.

Folks, social media works. So does kindness, which I have extended in oodles to every American employee with whom I have spoken. So does directness in stating the problem and the expectation of what a resolution will look like. General gripes don’t gain resolution; specific requests do, even if the resolution is “we cannot do that, and here’s why.”

So once the voucher and the check arrive, this whole incident will be a story to tell and a memory to file. A mild inconvenience is over.

THANK YOU, American Airlines!

One saga ends. @AmericanAir @RAM_Maroc @Iberiairlines

Arriving at the Tangier airport, I asked of the Iberia agent about my luggage.  She called the service desk.

“Yes, sir.  Your luggage is here in lost and found.”

And thus I was united with my luggage, which had apparently arrived on our around May 23, three days later than I did.

Of course, no one from the airport called the hotel, even though they knew where I was staying.  And no one from the hotel seemed to be able to find the luggage either, or knew who to call at the airport.

[An update at 6 p.m. Madrid time on Tuesday: as of this moment, according to the screen captures on my computer, Iberia is still showing my luggage as lost with a WorldTracer on it.  No one at TNG scanned a bar code, or even asked me to sign anything.  No wonder this system is a mess.]

Reunited. At the end of the journey.

I have my luggage.  Now I I have fresh clothes, thanks be to god.  And all my toiletries.

Next: doing battle with the airlines for reimbursement, and doing battle with the private insurance company to gain restitution as well.

Here are the original posts, in chronological order:

@AmericanAir, @RAM_Maroc, the plot thickens

The plot thickens.

No one wants responsibility for even investigating my luggage loss.

American Airlines: “We’re sorry to hear you’re still separated. As Royal Air Maroc was the final carrier, please continue working with them directly.”  Apparently the protocol is that the final carrier manages the investigation.

Royal Air Maroc:

And of course Iberia had nothing to do with this mess. From an email to a contact at AA, some local context:

“We arrived TNG at 11 p.m.  This is a tiny two-gate airport, and two jets arrived at the same time.At least six people on the AT flight arrived without luggage.  We were all escorted to the tiny office of Iberia, the largest carrier here, who apparently services the AT luggage problems.”

That seems to be why the irregularity report was entered that way.

Current status:

  • Royal Air Maroc says to talk to Iberia.
  • American Airlines says to talk to Royal Air Maroc.
  • Iberia Airlines is out of the loop, and hasn’t responded at all to the irregularity report filed with them more than a week ago.

Who is going to take responsibility and pony up the compensation I’m due?

@AmericanAir, an update

Ok, now I’m peeved.

@AmericanAir replied to my tweet with “We’re sorry to hear you’re still separated. As Royal Air Maroc was the final carrier, please continue working with them directly.”

Please see my original posting.

The problem is — Royal Air Maroc has no record of the luggage in their system.  No one has a baggage claim number. NO ONE!

So until @AmericanAir can prove that they sent my luggage on to Royal Air Maroc, then @AmericanAir is in my view responsible for my luggage.

@AmericanAir

Listen to this first-world, but still frustrating tale:

The last time I saw my checked luggage was in Saint Louis on Sunday, May 19.

Having missed our Madrid connection that day, a very kind Liliana (Liliana.Trespalacios@aa.com) met me and Kevin in the terminal at ORD, and provided us new boarding cards for the re-route.  That re-route was ORD to LHR>Casablanca>Tangier.

She also emailed me at 7.23 p.m. CDT on Sunday, May 19:

Hola Mr.Carter!

I am tracking your bags and it seems they were not loaded
On to AA46.  I am trying to coordinate again and try to get them
To rush the bags on the later london flight but im not sure
If they will do it.  Please look for your bags upon arrival just in case.  If they
Send the bags tonight they will make your connection out of
London on Royal Air Maroc.  If you do not see your bags please
File a missing claim with AT.
Please keep me posted!
Safe travels!

Arriving at LHR on Monday morning, May 20, the very kind AA employee at the baggage desk said “I can see that your bags are on the next flight, which will arrive around 11 a.m.” She suggested that Kevin and I return around 2.30 p.m. to collect our bags and physically take them with us to check in with Royal Air Maroc (AT) for the remaining flights.  She suggested that would be better than AA transferring our bags directly to AT.

We returned at 2.30, went through employee security, and the AA employee then informed us that our bags had already been transferred to AT.  Somehow the morning shift and the afternoon shift missed an critical message!

An important point: AA provided no proof, and no baggage claim numbers for the recheck and the reroute.  (Our initial itinerary was STL>ORD>MAD>TNG.)  I have no proof that my luggage was ever transferred to Royal Air Maroc.

Upon arriving in Tangier 12 hours later than planned, Kevin found his checked bag was present.  And wrapped inside his baggage routing tag was one that had my numbers on it!

My checked luggage was nowhere to be found.

After an interminable wait, an Iberian employee showed up to start the no-luggage process.  He was clearly and visibly frustrated that I could not provide an AT baggage claim number.  After the intervention of two other people, he finally (around midnight) completed the luggage interruption report.  I notice that this report was in the Iberia system, and not the Royal Air Maroc system.

On Tuesday, May 21, from Tangier, I called the AA baggage number and had a pleasant visit with an employee who suggested that I file lost luggage reports with both AA and AT.  He also said that ultimately AT had the responsibility for my bags, but he could not verify delivery, by courier or in person, of my luggage to AT when the bags were at Heathrow.  He did indicate that a WorldTracer had been initiated on my luggage.

I am now nearly eight full days since I confidently left my luggage with American Airlines, and I’ve not seen it since.  No word has come by email or phone. I’m going to commence the lost luggage claim process when I return home, and expect a full and complete monetary reimbursement.

This process will take time and energy and patience, and at this point I have little patience left for American Airlines.

The holiday in Morocco has not been ruined simply because I’ve not allowed it to be.  And I realize that these are first-world problems indeed.  I’m grateful for the opportunity and means to travel!

But I’m going to become more vocal until AA gives some monetary satisfaction, or returns my bag to me AND compensates me for the delay.