Complaint Review: American Airlines

On June 13, 2003, I flew American Airlines from Atlanta to San Diego and my baggage was severely damaged and items were stolen from my bag as well. I quickly informed the American Airlines Service Office at San Diego Airport right after I got my baggage.

I literally walked over to the office after I picked up my baggage and noticed the damage. The service agent I talked to about my baggage could care less and started snapping at me. She made it sound like it was my fault.

I wrote a letter to the President of American Airlines in Dallas and have heard nothing back. I filled out a complaint form at American Airlines about items stolen from my baggage and even included the receipts for the items stolen. The value is around $1,900.

When I contacted the American Airlines Baggage office they said I have to send in my original receipts. I did and later found out they lost my receipts. Now they will not even look at my case. In addition, my damaged luggage was sent to their vendor to get fixed. I called the vendor and they said they cannot find my bag.

To make a long story short, the vendor for American Airlines sent me a used bag to my address and I don't even know if it is my original baggage. This has been a nightmare. Can you please help me?


Paul K. Cullen

Paul
San Diego, California
U.S.A.