For BlogHer 2013, I flew AirTran Airways. I decided to fly business class, because it lets you skip waiting in line and a myriad of other things that are really stressful to me because I hate flying. As I have an AirTran membership, and I was flying business class, I didn’t expect the following to happen to me.
When I arrived in Tampa, I was dismayed to find out that AirTran had ‘lost’ my luggage. Aka, they didn’t even put it on my flight, even though I got to the airport 2 hours before my flight was due to take off. I made sure that my bag and Ray’s bag both weighed 33.5 lbs (under the 50 lb limit), and that our stuff was evenly distributed between both bags. I kept all critical stuff in my backpack, which comes on the airplane with me, EXCEPT the power brick for my laptop, which I put into my suitcase. Ray put his power brick into his suitcase. So we arrive in Tampa, get his bag, but don’t see mine. We wait until they close the baggage claim carousel, then head to the AirTran office to find out what happened to my bag. We had to go to the Southwest office because the AirTran office wasn’t open and they’re owned by the same company.
The woman in the baggage claim office said she couldn’t even tell me WHERE my bag was, or why it wasn’t on my fight, but that it should be on the next flight out of Chicago. Doesn’t that mean that it’s still in Chicago? She didn’t know, it may have been pulled off last minute to adjust for weight on the plane. Like I mentioned previously, I really expected that because I was an AirTran member & flying business class, that wouldn’t happen to my luggage. I was clearly wrong.
The woman asked me to give her my driver’s license and fill out some information for the baggage delivery service. She said the driver would call me. She said there was no point in waiting at the airport because the next flight wasn’t due in for 3 hours. I grumbled but said ok. She was supposed to finish entering my claim into the system, but the lady next to her said ‘I’ll finish it for you, I know you need to go.’ Here was my first clue that I should have waited until it was entered to leave, but they told me ‘go, go, you’ll have your bag tonight.’
They were wrong.
I got home and waited 2 hours, but received no phone call. So I called the number on the Lost / Delayed Baggage Receipt that they gave me. They said that my bag had arrived and would be delivered between 8pm and 2am. I said ok, I’ll be up all night and at home. They said they driver would call.
The driver never called.
I called back around 10 pm. I was told they had no delivery estimate on the driver and they had no number that I could use to reach the driver. 2 am came and went. No one called. No one showed up. At 4:30 am Dave called the company to figure out what was going on. They said they couldn’t release the company information on who was delivering the bag, but that it could now take up to 48 hours for me to receive my bag.
I went to bed in tears.
I woke up at 9 am and started calling all the numbers that I had for AirTran. I waited on hold for 25 minutes, was transferred 3 times, was disconnected 2 times, and still had no answer. Finally, while I was on the phone with AirTran’s membership line, a driver called.
This driver wanted to confirm my address and said he’d be here in a few hours. I asked why he didn’t call last night and deliver my bag between 8pm and 2am, as I was told he was going to do. He said the night driver called and left a voice mail but no one answered. Bullshit. No one called my phone. There was no voice mail. He apologized but said he’d be here as soon as he could.
I’m still waiting for him to show up. I’m still pissed off. I’m so disappointed with AirTran and their lack of concern for the customer, as well as their treatment of bags. I don’t know if I will ever fly them again. They’ve been extremely unhelpful and given me nothing but bad customer service.
Has this ever happened to you? This is the first time I’ve ever had my baggage lost.
They just delivered my bags, but some things were stolen out of them, and it’s ‘not covered under AirTran’s policy.’
Southwest Airlines cares! They fixed the issue by refunding the cost of our tickets plus a travel voucher, which covers the cost of all missing items. They also apologized, and filed appropriate reports with different departments over the multiple issues I experienced.