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Dear Mr. Mossy:
On your flight #344 from Dallas to Tulsa on August 6, my bags were lost. Not only were they three days late in arriving, but also one arrived damaged. During the entire ordeal, your representatives continued to display a don’t-tell-me-your-troubles attitude in solving the problem.
To elaborate on the details:
• Upon arrival when I discovered my bags did not make it with me to Tulsa, I filed a claim with baggage service. The agent assured me the bags would arrive on the next flight at approximately 7:00 p.m. She took my name and hotel address and said the bags would be delivered there about 8:00. The bags never arrived.
• I called your Tulsa office again and spoke with Felicia Smith. She could tell me nothing and suggested I call the Dallas office again. I made four long-distance phone calls trying to reach the appropriate party. No one could tell me where the bags were. They suggested I “just wait.” I spent $10 on overnight toiletries.
• The second day I phoned your Tulsa office again, and Mike Hertz told me the bags had indeed arrived on the previous evening’s flight; he didn’t know why they were not delivered to me as promised. I explained I was traveling on to Norman, and he took my hotel address there and assured me my bags would arrive there by 6:00 p.m. the second day. I worked the second day in the same clothes.
• When I arrived at my Norman hotel that second evening, the bags had still not arrived. When I called the Tulsa office again, Suzanne Swartz told me she was “busy” and suggested I call her back collect in an hour. I asked to speak to her supervisor. She put me on hold for five minutes. When I hung up and called back, no one answered the phone.
• My bags (one with a broken handle and twisted rollers) were finally delivered at 4:00 p.m. on Thursday—four days after my Monday-evening flight. No apology or explanation was ever given me about the delay or difficulty.
I request full payment for the damaged bag in the amount of $198. Also, I think it only appropriate that you reimburse me $10 for the toiletries and $19.86 for the four long-distance calls made to your airline offices.
Attached you will find:
• a repair estimate for the bag and a brochure listing the price of a comparable replacement bag
• my baggage claim receipt
• the hotel listing of telephone charges
• receipt for the toiletries
• boarding passes and a copy of the baggage claim check
My staff and I travel more than 60 percent of the year to all 50 states, and we schedule at least 2,000 flight segments on your airline. Needless to say, the quality of service I recently received has left a lasting impression. I hope you will want to correct that impression.
Yours truly,
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