Consumer Help Web Gets Results For Consumer With Lost Baggage: CASE STUDY

Celina W. is a consumer who lives in Miami and visited Honduras in December 2003 using a small, regional airline.

As happens sometimes, the airline lost her luggage. Statistics regarding lost baggage claims are difficult to come by at either the Bureau of Transportation Statistics (BTS) or the Federal Aviation Administration. BTS data is available on a voluntary reporting basis through 2003 for large carriers on direct flights. Between 1990 and 2003, the number of reports about mishandled baggage per 1,000 passengers ranges between 3.84 and 6.73. The number is trending downward, but still remains a significant problem for airlines and an annoyance that can ruin a trip for consumers.

Celina's luggage was lost on an international flight, which typically has higher liability limits, but comes with restrictions. For example, passengers are typically required to report lost or damaged luggage within 24 hours, but airlines are not required to make restitution within any time limit. Each airline's "Contract of Carriage", the fine print accompanying the ticket or displayed on the web site, spells out the airline's commitments and responsibilities.

After reporting her luggage lost in December 2003, Celina was told that she would be reimbursed and "not to worry". A smart consumer, Celina logged her calls to the airline's customer service department and even noted the name of the customer service representative she spoke with.

That information proved invaluable when Celina still had no resolution after 10 months. She contacted Consumer Help Web and placed an order for the company's Complaint Resolution Service for only $14.99. A consumer advocate wrote the airline on October 25, the day Celina's complaint was received and was forced to write again several weeks later. Finally, after Consumer Help Web and Celina were ready to give up, the company contacted her to resolve the problem.

"It took nearly a year for the company to resolve this issue," notes Consumer Help Web president Joan Bounacos. "This woman persistently contacted them and even hired our consumer advocacy company to get results. We believe that airlines should be held to similar standards as consumers and be required to resolve any lost baggage claims within a set time period."

As for Celina, she reports that the airline has made good so that score is settled. With resolution in hand, her family retained Consumer Help Web again in January to attempt to obtain a refund from a vocational school that refused to cancel a contract after making sales claims that appear to be inaccurate.

"We get lots of repeat business," says Bounacos. "Once people learn that we can help them for only $14.99, they quicly sign up. With busy lives and time consuming efforts needed to solve some cases, it often pays to hire a professional if the company is unresponsive."

posted by Consumer Help Web Editorial Team at 2:06 PM |