Tag Archives: @iberiairlines

@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?