My daughter Ramya was on a connecting flight from Newark to Chicago on her Trip from New Delhi in India. The flight number from Newark was AA4257 on the 9th of January 2015.
On arrival at Chicago one of her checked in baggage did not arrive. She contacted the airline staff of American Airlines at the counter at the Chicago airport and filed a lost baggage claim and was given a lost baggage reference number. My daughter informed the staff that she was a international student from India on her way to College at Purdue in Indiana and all her clothes and toiletries were in that bag. The lady at the counter checked her system and informed Ramya that the bag had been scanned and loaded onto the flight at Newark and must have been misplaced somewhere at the airport at Chicago and the same would be sent to her at West Lafayette in a couple of days.
Thereafter we have been checking regularly on the website of American Airlines and after 5 days a form for content of baggage and description was provided at the link. The same was duly filled and emailed and posted. Since then have been calling the baggage office on 8008664010 as well as sending email to the customer service email address. Spoke today to a lady Janet on the above number who informed that the documents emailed and posted have been received by their office and they will take 4 to 5 weeks to track and try to find the bag.
If they are unable to find the same in the period then they will forward the same to their claims department who will take another 4 to 5 weeks to process the claim considering that the bag is lost. Does the airlines have no consideration of the fact that an international student with all her clothes and toiletries (including all her warm clothes and jackets) is there in sub zero temperatures and left to the procedures and the callous attitude of the systems of the airlines. There has been no effort by the airlines to contact her or to inform the status of the bag.
No interim claim has also been allowed so that she can buy the basic toiletries and clothes. An international student who has arrived on 9th of January 2015 is still not aware as to the status of her bag as well as to the fact as to when she will get a claim from the Airline so that she may buy basic clothes and toiletries which she needs as well as her woollens and coat in that sub zero temperature.One month has already elapsed and as per the conversation with the Baggage centre Ramya needs to wait for another couple of months before the Airlines will do something.
Product or Service Mentioned: American Airlines Baggage Policy.
Reason of review: Poor customer service.
Monetary Loss: $3600.
Preferred solution: Let the company propose a solution.