written by dlMiles166 on 03/04/2016
Airlines lost my sons bag for 3 months. They told us to purchase essentials, which we did. Mind you the bag was lost for 3 months. They made a decision what was needed and what was not. We were very selective on what we purchased and did not go over board at all. We had to purchase a new duffle bag because we have a trip out of the country - they also felt that was not needed. Again, 3 months the bag was missing. When we did get the bag back it was soaked and all the contents were wet. We could have claimed lost items there but we did not. They were not helpful at all during the entire process and made it very difficult. Their customer service is less than acceptable. The only reason we got a response from them was I was sending faxes and emails everyday to whatever fax number and email I could find for AA. They sent a check for a lesser amount than we spent. They think its resolved - its not.