Traveling with American Airlines

A beautiful day in New England.  A Wildflower and 70.3 St. Croix day.  I could attend neither due to vacation competition at work.  American Airlines has remained the major passenger carrier to St. Croix.  Last year my Crate Works bike box arrived in St. Croix missing the six-prong strap.  I complained both to the on-site baggage service and online.  The response I received is at the bottom.  Meanwhile their baggage damage policy appears here:  http://www.aa.com/i18n/travelInformation/baggage/liabilityLimitations.jsp

Their disclaimer is "American assumes no responsibility for damage to or loss of protruding baggage parts such as wheels, straps, pockets, pull handles, hanger hooks or other items attached to the baggage."


For a long time I have put up with my luggage looking like it fell out of a plane at cruising altitude every time I fly.  If somebody just didn't put something back on or just took it off I am going to say something.  At least TSA cooperated with the investigation for their part.  I haven't used that voucher nor have I done business with AA since.  I'll let you decide whether AA exercises due care and good personnel management.  


May 10, 2010
Dear Mr. Rose:

Thank you for contacting American Airlines Customer Relations. I am pleased to respond to your inquiry.
I'm sorry that your baggage was damaged when you traveled with us. Some items to be checked as baggage for a flight are not able to withstand normal handling and are vulnerable to damage. Included in this category are such things as strollers and car seats, sports items not packed in hard-sided cases, electronic equipment, previously damaged baggage, unsuitably packed or overpacked baggage, boxes, and certain expandable and vinyl type bags.
Our baggage liability policy, which is posted at all check-in locations, automatically releases American Airlines from responsibility for fragile items. In addition to certain baggage contents, fragile items include, but are not limited to, bag components such as wheels, locks, pullstraps, outside pockets, retractable handles, hangers and stability features located at the foot of the bag.
Since the article you presented is excluded from our liability, our baggage agent was correct in denying your claim. It is not appropriate for us to overrule such decisions since we have not had the benefit of seeing the item in question. Moreover, the ultimate responsibility for handling problems involving damaged baggage rests entirely with our local stations, and their decision is firm and final.
Nevertheless, as a gesture of goodwill and to encourage your continued business, we've made arrangements for an eVoucher (see details below) for you to use toward the purchase of a ticket to travel with us. I hope you will accept our gesture in the spirit of compromise.
Mr. Rose, please travel with us again soon. We will do our best not to disappoint you again.

Sincerely,
Carol A. Alexander
Customer Relations
American Airlines