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Don't Just Take It
Cheap Charlie · August 28, 2000

Over the past month, I've collected a series of experiences that I really don't want to face again. However, I know I will. We all will if we don't start sending these complaints in writing to the airlines.

These are in no particular order and some have been mentioned in other articles:

1. The airline that has been the most stringent about carryon luggage, United (based on passenger feedback to me), is also the airline with the poorest record of handling checked luggage. How about a new policy saying that they can only force passengers to check their luggage when they drop their lost luggage rate to the airline average.

2. Continental Airlines, which has one of the most liberal carryon policies, also has one of the best baggage handling records. Cheers to them for doing something right.

3. Northwest Airlines released a notice that they will pay passengers $50 when their luggage is delayed then $25 a day for each day baggage is delayed up to a maximum of $250. That is the good news, other airlines simply shrug their shoulders. More should come on board with reasonable rules to accept responsibility for getting baggage there.

4. Bags issued to Delta Airlines flight attendants for use as carryons will not fit through the Delta Airlines carryon templates. Crew members are allowed to lift the templates in order to fit their company-issued carryon luggage through the x-ray machines.

The official line seems to be that these carryons are not stored in the overhead compartments, therefore all is OK. We all know that flight attendant carryons are regularly placed in the overhead before paying passengers arrive.

5. The mumbers are staggering. The airlines like to tell you they only lose a small percentage of baggage. Data is provided with numbers like "only" 7.79 bags per 1000 passengers. That adds up to one bag for every 128 passengers, or about one bag lost per planeload.

The absolute numbers don't sound too good either. Try about 7,000 bags lost per day, by government estimates.

Airline travel has growing by about five percent last year, lost luggage complaints have about doubled.

6. The only way to fight back is to complain in writing to the airlines and complain in writing, by recorded message or via e-mail to the Department of Transportation. Write to the airlines and let them know how you feel. Send a copy of your complaint to the DOT.

Consumers can call, write or e-mail the Aviation Consumer Protection Division (ACPD) to register their concerns about airline service. They may call the ACPD 24 hours each day at (202) 366-2220 to record a complaint. Due to staff size limitations, ACPD cannot return phone calls. Letters and e-mails will be reviewed and acknowledged and, when appropriate, will be forwarded to an airline official for further consideration. Aviation Consumer Protection Division mailing address is:

Aviation Consumer Protection Division
U.S. Department of Transportation
Room 4107, C-75
Washington, DC 20590

The e-mail address is airconsumer@ost.dot.gov

7. Getting remuneration for lost luggage Remember, if you have personal household goods insurance, it will cover lost luggage with your normal deductible. If you have a Diners Club Card, you have insurance for $1,250 of replacement-cost insurance for anything in your checked luggage. American Express Platinum card also has an insurance program. Some of the new MasterCard and Visa platinum cards also have lost luggage insurance - read the fine print.

The airlines have all raised their liability limitations for lost luggage on domestic flights to $2,500. This is a step in the right direction, however the burden is on the passengers to provide a complete list of articles packed in the lost luggage and original prices paid for each item. The airlines will then depreciate the value of everything according to insurance tables.

Charlie Leocha is the Boston-based author of Travel Rights: Know the Rules of the Road and the Air Before You Go. Cheap Charlie appears every Monday on this site. E-mail him at charlie@ticked.com or access his Web site.