The letter between me and United.

As you know, my laptop was mishandled by United.

They got back to me in a letter today after I called corporate. I’ll have a video of me talking to them when my laptop finishes processing it and I upload it to YouTube. Here’s their letter and my reply:

Dear Mr. Clemente:

Our Corporate Customer was division was recently contacted by United representative Audra in regards to the difficulties you have endured while traveling United and our Star Alliance partner US Airways; and we welcome the opportunity to address your concerns.

I regret hearing that articles in your checked luggage appear to have been damaged while traveling from Oakland, CA to South Bend, IN. I was equally as concerned with the way in which our representatives handled your request for assistance in regards to this matter. The experience you endured as described by Audra is certainly not reflective of our commitment to providing our customers the highest level of service. Please allow me to apologize for the disappointment and frustration this situation has provided.

All United employees are expected to provide our customers with friendly, professional service at all times. They are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstances. Please know our main focus and concern is and will continue to be providing optimal service to our valued customers.

We work hard to correct problems brought to our attention. Although we cannot explain the inappropriate behavior, we can work to correct it. This matter will be addressed internally and considered confidential. You will not receive further information, however, your concerns will be taken very seriously, and I am confident necessary corrective action will be taken.

Mr. Clemente, I do understand the value of your decision to fly with us. Please be assured we will always do our best to uphold the level of service you have come to expect. As a gesture of goodwill I have sent you an Electronic Travel Certificate that may be used towards your next purchase. I hope the Travel Certificate is accepted in the spirit intended; as tangible means of United Airlines acknowledging your disappointment in regards to this matter. Please note your Travel Certificate will arrive in a separate email correspondence.   

Additionally, I kindly ask that you reply to this correspondence with a description of the events that occurred; as this will help us in addressing this matter. Also if you could kindly provide the following contact information for our records, I would be greatly appreciative.

-       Mailing Address

We appreciate your feedback and hope to see you on a future United Airlines flight.

Best regards,

Kimberley Thistle

Corporate Customer Care Manager

Here is my reply:

Hello Kimberley Thistle:

You asked for a retelling of what happened, so I shall bare my story. I’m very glad I took notes, by the way.

I arrived in Phoenix, Arizona by way from Oakland International Airport on a US Airways flight, dated Monday, August 06. There, before boarding, I was asked to check in my carry-on luggage because the flight had been overbooked. I complied and had my baggage checked.  What the employee failed to tell me was that I should remove my laptop from my bag.  I then enjoyed a flight to Chicago, Illinois  on US Airways, then arrived to South Bend, Indiana via United Airways.

Upon arriving to South Bend Regional Airport, I looked for my baggage around the conveyor belt. I recovered my baggage and went home to sleep, seeing as it was 11:45 PM and I didn’t want to be a burden to my hosts. I noted that the airport there had a sign that said “All damaged baggage claims must be reported within 24 hours.”

I woke the next morning, August 7th, and tried to check my mail in the morning. Much to my shock, my screen was cracked. Embarrassed, I asked my host to make the hour or so trip back to the airport to report the damage. I spoke with the employees at United at their kiosk. The first employee I spoke with listened to me for a while, and then summoned what I assumed was the manager at the time. His name was John Mynsberge. He told me that since US Airways checked in my bag, that they are the ones responsible for it and to lodge a complaint on their website since US Airways did not have a kiosk in South Bend and to give US Airways a call. I went back to my host’s home and did so.

After waiting the standard four days for a reply from US Airways, I decided to call them using the number Mynsberge left me. I reached a Lou at US Airways who advised me to call their central baggage resolution center. I reached Joe from US Airway’s central baggage resolution. Joe said that United, since they handled my flight from Chicago to South Bend, was the last leg of my trip and are therefore the party responsible. I called Laine at United for the hours of the United desk at Southbend, and asked for the baggage resolution center’s number as well. I reached Kajesh, asked him about the baggage policy on who is responsible, and he said to simply bring it up to the United desk in South Bend.

On the early morning of my departing flight on Sunday, August 12 at 4 AM, I talked to the agent who opened up the United desk. I asked about the damaged bag and he also said the US Airways was responsible for it, not United. I called Vanny at United customer care at 4:15 AM and she told me that the baggage service opens at 8 AM, an impossibility for me to attend because my flight leaves at 5:42 AM. She wanted to speak with the agent behind the desk.  I tried to talk with the agent behind the desk. Snippets of our conversation is as follows:

“Excuse me, but the policy applies to the last airline that handled my baggage, isn’t it?”
“No, the airline that checked your baggage initially is responsible.”

With my phone in hand with Vanny from United still on it, I asked him: “Could you please listen to what this lady from United has to say?”

“No, I cannot accept a phone call,” hands palms up at me, “It is against policy.”

“Okay, could I have your name then?” I asked.

“What for?” he replied accusingly.
“Just so I know who was helping me today.”
“I have a lot to do,” the agent said, throwing up his hands in the air and widening his eyes at me, “I need to get a plane boarded today. I decline.”

With that last portion he said in a raised voice, he turned on his heels with his back to me and left; disappearing behind a private door behind the counter. I was in shock and stared at the other employees for help. No one came forward with anything to say. Please give Vanny, a woman who stuck through with me and helped me with notes on my confirmation number (ETRPVF) ticket my very best regards. I asked her to try to make sure the recording of our phone call gets sent to the right people. I was very distraught. I hope you can find the recording and report associated with the above confirmation number and listen to it. What made things even worse for me was that the agent who was very rude with me was also the man who took my boarding pass at the gate and obscured his ID badge using the desk so that I couldn’t glance at it. I was very frightened of him and did not at all feel safe around him. The agent was a white male, blond short hair spiked up, about 5’ 8”, working on that Sunday at 4 AM.

When I landed in Chicago, I consulted with a Katreana Smith (ORDCS) on what I should do. Smith said that I could check with the baggage center in O’Hare, but the time to do so was not there because I had a connecting flight to Phoenix leaving soon. She gave me what she thought was the Corporate number so I could file for a report.  I left for Phoenix and then Oakland without incident and without reporting the damage because I had no time to do so with my connecting flight wait time so short and security checkpoints so busy.

I took the corporate number I received from Smith and called it. I happened to start talking with Audra, the agent who contacted you. She was very helpful.

While I appreciate the thought behind a Travel Certificate, I would be much happier with some money order compensation to my laptop’s screen. The part can be bought for around $200 and is likely cheaper than to offer me than a Travel Certificate. I would be willing to send an invoice and receipt for the part I purchase and only that amount.

Looking forward to hearing from you soon,

Kris Clemente