Complaint Review: AirTran

I traveled for the first time Air Tran for a trip to Miami between Nov. 2 to Nov. 5, 2007. The return flight was from Miami to Philadelphia via Atlanta, flights #520 & 335. At Philadelphia, I found that one piece of my checked baggage was either not on the flight or stolen, so I made a report. I must note that in 20 years of traveling, my experience has always been that sometimes things get misdirected, but you always get the luggage!

After 5 days of daily calls to the only contact I was allowed -- the Philadelphia airport office, despite the fact that the loss/theft could have occurred either at Atlanta or Miami, and thus should have been looked into at those points as well -- I was referred to what I refer to as their "lost cause/tough luck for you" line in Atlanta. The rep, named Sharon, was treacly sweet and reassuring, telling me not to worry, that "we never stop looking", and when I expressed concern that their web site indicated reimbursement could take 3 weeks, she assured me that usually it was handled within the week. I thus went through the laborious task of filling out everything in my bag -- total value over $5,000, although many items are "ineligible" such as business papers, jewelry, etc. .

I had just returned from a major conference, and all of my notes as well as my calendar/planner book were in the bag (making it easy to identify, you would think). I submitted my claim, and about a week later, on 11/19, got a call from this woman saying she'd process my claim "today" and that although the process sometimes took "up to 2 weeks" it was usually much sooner. I stressed that I just wanted my things back as opposed to a reimbursement, but at this point -- 2 wks since the incident occurred and over a week past my providing a claim form -- I needed some kind of compensation!

On December 1 (12 days after that conversation) after hearing not a peep from AirTran, I called their number. It was a Saturday, and the agent on the phone looked up my case and apologized for the delay, saying that because of the Thanksgiving holiday, they were a bit behind, and that under normal circumstances I would have received something by this time. Oddly enough, she noted that my claim had not been submitted until Weds. 11/21, 2 days after "Sharon" claimed it had been filed. But this agent told me that "we should be receiving your [reimbursement] check on Monday, so you should call Sharon then to see if it's arrived."

Keep in mind that in the meantime, because the lovely Sharon had assured me that I wouldn't be waiting much more than 2 wks., I had started to replace many of the costly but essential items lost in my bag, using funds earmarked for other things.

On Monday 12/3 I called Sharon, and her attitude had changed from comfy-cozy Southern charm to icy disregard. When I reminded her of what she had told me about "less than 2 wks." and informed her of what the agent on Saturday told me, she did a turnaround and told me, "Oh, no, we never process these in less than 3 weeks. Give it another 3 wks. and we might have something." I pressed her about their continuing investigation (I'm convinced it was theft, because I had jewelry in the bag) and she claimed that they and the TSA conducted a "thorough investigation" including review of baggage handling video tapes. She also claimed, again, that she'd submitted my claim on Monday 11/19, even though records showed it went in on Weds. 11/21.

Two days later, I called her supervisor, named Lauren Bradley, who told me that they had a distinct processing time for checks, that they only processed them every two weeks, that the last week they'd been processed was wk. ending 11/30, so I would absolutely not get anything until after 12/14 if nothing had been issued yet.

This information should have been disclosed to me at the beginning and in subsequent conversations, instead of giving me false promises... as mentioned above, I had to replace many of the expensive items that were necessities using funds needed by 12/7, and at this point, because I'd not gotten anything from AirTran, was stuck with an extra 1+ wks. of delay.

In speaking to the supervisor, Lauren Bradley, I also found out that they do not issue episodes of theft to police (I asked her for the reference numbers)... she said "oh, you are responsible for that, they should have told you." Needless to say, I would have filed reports immediately if I'd known this. In closing, this woman promised she'd "look into how she could expedite matters" and said I'd get a call back shortly. Unfortunately, I've heard nothing back from anyone at this point.

So in a nutshell, AirTran's corporate policy is to pull the wool over the eyes of customers they have injured through negligence in the hope they will "go away". At every step I was misled, given false hope, and treated shabbily. If you combine the time I've taken from work to deal with AirTran and trying to investigate sites where stolen goods might show up, such as ebay, with the monetary value of my loss, it is well over $6,500. Their limit is $3,000...and from looking at postings from other AirTran victims, my guess is that they will not only insult me with dishonesty and bad service but then add to the injury by offering a paltry amount of the replacement value of these items.

The funny thing is that I have two relatives who travel on business over 60% of the time, meaning that they are taking over 100 flights each per year (mostly w. Northwest & American) and both were incredulous that my bag could have been TOTALLY lost ... in the words of my sister "That never happens -- they always find them within a few days!"

Well, in the case of AirTran, apparently total loss is par for the course.

This is along post, apologies, but I am so utterly disgusted with this company, and frustrated at the lack of redress available to me!!

Joan
Philadelphia, Pennsylvania
U.S.A.