United Charged Me to Ruin My Luggage

United Airlines logoA blogless friend posted this as a Facebook note. I asked him if I could repost here because I think he sums up what so many of us have thought & felt so many times. It also chaps me that they sent the standard letter and then refuse to follow up with his repeated attempts to talk further.

After ruining my BRAND NEW piece of luggage (a privilege for which I paid $25) here is the reply I received from the friendly folks at United Airlines today:

 Dear Mr. Thornton,

It is of utmost importance to us that the service extended to our customers should be to their complete satisfaction, thus, I deeply regret the inconvenience you experienced due to damage baggage.

Mr. Thornton, baggage is designed to protect its contents; some scratches or dirt may appear despite care in normal handling. United does not assume responsibility for damage to or loss of protruding baggage parts such as zippers, straps, pockets, pull handles, hanger hooks, wheels, feet, locks and oversized or over-packed bags. For this reason we are unable to offer reimbursement for your loss.

We are sorry that we gave you reason to be disappointed with United, and regret that our response could not be more favorable. We are confident that your future flights will be satisfactory in every respect.

 ————–

 Dear United,

I am equally confident that my future flights will be satisfactory in every respect because I will avoid your airline like the plague — at least until my bitter grudge against you mellows with time.

Mr. Thornton

About Janice Person

I'm Janice & this blog is about my passions -- photography, travel, agriculture & whatever else comes to mind. Putting all those things together is intriguing to me…. I can spend a lot of time soaking it up! It's almost always a colorful adventure!

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4 Responses to United Charged Me to Ruin My Luggage


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