It seems that since United Airlines emerged from Chapter 11, they no longer have a policy in place for damaged "soft" luggage according to Kathy Blanchard, the attendent at the United Airlines baggage claim office inside Tucson Internation Airport, Tucson Arizona. The definition of "soft" luggage according to Blanchard is any bag constructed from flexible fabric with external zippers. I believe that includes approximately 96% of todays airline passenger luggage.
My wife finally received her suitcases after losing them on a connecting flight from Denver, Colorado because the baggage handlers didn't know the three letter referances used in the OAG for airports worldwide which are attached to the handle of every piece of luggage. After removing the contents she noticed the rear hard shell of one of the suitcases which is the strongest part of the suitcase because it supports the two shafts through which the adjustable handle extends and retracts was completely shattered into small pieces. One of the studs which holds the wheel assembly to the bag was completely gone. The recording from the 800 number on the lost luggage receipt stated that any damaged luggage must be inspected within 24 hours of receiving the luggage.
We drove the 42 miles to the airport which was a complete waste of time. When I showed Kathy Blanchard the suitcase she was not interested in inspecting the damage and instead said "That's what happens when they pile 5 or 6 bags on top of a cheap "soft" bag! We're in business to make money not repair peoples luggage"! (Quoted word for word.) She also said that United is not responsible for anything protruding from the bag. This includes the wheels, zippers, handles and grips. Then she added that United was not responsible for damage to ANY of the contents in a "soft" bag. My wife's "cheap soft bag" was manufactured by Valigeria Roncato S.P. A in Italy!
I am not interested in receiving any compensation from United. My satisfaction comes from now knowing why they went into Chapter 11 during a good economy. This is one of many reasons why people don't want to fly the "Friendly Skies". For anyone else that has a problem with United Airlines in the Tucson area the manager is Tom Harmon, 520-573-8253.
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