A Two Thousand + Dollar Lesson
I heard back from American Airlines today.
March 24, 2008
Dear Mrs. Marcelain:
I'm sorry for what happened to your laptop during your trip on March
15.
I know it was disappointing to discover that your belongings were
damaged.
While we work very hard to avoid these mishaps, unfortunately, they do
sometimes
occur. However, certain items are not covered under our Conditions of
Carriage. We
do not accept responsibility for computers and other electronic
equipment, computer
software, photographic, video and optical equipment, or any other
similar valuable
items. American assumes no responsibility or liability for such items,
regardless of
whether American knew or should have known of the presence of such
items in checked or
transferred baggage. If any such items are lost, damaged or delayed,
you will not be
entitled to any reimbursement under American's standard baggage
liability, or under
any declared excess valuation. Information about our baggage liability
policy is
displayed at all ticket counters. For additional details visit AA.com.
Our position in no way suggests that we are insensitive to what
happened. Again, we
are genuinely sorry for the damage to your laptop. Please be assured
that we will
work harder than ever to restore your confidence in our ability to
provide good
service. We realize we must earn back your respect.
Sincerely,
Simon
Customer Relations
American Airlines
Who was to blame for this....me. I am tooooooo!!! danged nice. I didn't want to cause a ruckus and was unaware that to get my bag from the walkway to the storage bin under the plane was about throwing it from one place to another. On my way back home I actually saw them throwing bags from the door down to the trolley, some made it, some missed. By this time I had stood my ground and my bag was in the storage compartment on the plane. I really thought valet checked baggage was placed carefully and carried like it was full of breakable stuff, not chucked from here to there. Live and learn, that's what life is about right?
So this is a reminder to all those people who are rule followers like me. Sometimes you just have to say, "that will not work for me, let's find another solution, and if they don't listen like my little flight attendant didn't listen, say it again, and again." Because it can be very expensive to not ruffle some feathers.
It certainly was a very nicely worded letter, maybe I should buy Simon some lunch for being so sorry and concerned about my broken laptop.
March 24, 2008
Dear Mrs. Marcelain:
I'm sorry for what happened to your laptop during your trip on March
15.
I know it was disappointing to discover that your belongings were
damaged.
While we work very hard to avoid these mishaps, unfortunately, they do
sometimes
occur. However, certain items are not covered under our Conditions of
Carriage. We
do not accept responsibility for computers and other electronic
equipment, computer
software, photographic, video and optical equipment, or any other
similar valuable
items. American assumes no responsibility or liability for such items,
regardless of
whether American knew or should have known of the presence of such
items in checked or
transferred baggage. If any such items are lost, damaged or delayed,
you will not be
entitled to any reimbursement under American's standard baggage
liability, or under
any declared excess valuation. Information about our baggage liability
policy is
displayed at all ticket counters. For additional details visit AA.com.
Our position in no way suggests that we are insensitive to what
happened. Again, we
are genuinely sorry for the damage to your laptop. Please be assured
that we will
work harder than ever to restore your confidence in our ability to
provide good
service. We realize we must earn back your respect.
Sincerely,
Simon
Customer Relations
American Airlines
Who was to blame for this....me. I am tooooooo!!! danged nice. I didn't want to cause a ruckus and was unaware that to get my bag from the walkway to the storage bin under the plane was about throwing it from one place to another. On my way back home I actually saw them throwing bags from the door down to the trolley, some made it, some missed. By this time I had stood my ground and my bag was in the storage compartment on the plane. I really thought valet checked baggage was placed carefully and carried like it was full of breakable stuff, not chucked from here to there. Live and learn, that's what life is about right?
So this is a reminder to all those people who are rule followers like me. Sometimes you just have to say, "that will not work for me, let's find another solution, and if they don't listen like my little flight attendant didn't listen, say it again, and again." Because it can be very expensive to not ruffle some feathers.
It certainly was a very nicely worded letter, maybe I should buy Simon some lunch for being so sorry and concerned about my broken laptop.
Comments
Love,
Becky
I hardly know what to say. No words can offer comfort to you at this time, I'm sure.
It is a great loss and the burden is made heavier by the feeling of injustice and being wronged.
AAAARRRRGGGHHHHH!!!!!!!!! Does THAT express how I feel for you?!!!
Forget American. There are lots of other airlines.
Email Kendra and get his information.
Cindy
A few years ago Matt stepped on our laptop screen and was able to find a replacement on eBay. Someone's computer fried and they were selling the parts - so you could go that route. I feel your pain!
This infuriated me, and it's not even my laptop.
-TMS