My complaint:
My father flew 2 months ago from CVG to Jax..he has dementia and is 90 years old. I took him to the gate and they told me that they would help him with his bag and not to worry about him that he would be in good hands. He was not in good hands. The flight attendant assisted him in putting his bag in the overhead which was nice but forgot to help him get it down. However, since she has dementia he did not remember to ask for assistant in getting it down and the flight attendant must not have remembered to help get it down. As a former flight attendant , I know that you pre check flights and apparently the lost bag was not found during it and taken to the proper lost and found. So I was given a number and e mail to call by the manager in JAX. The number, no one answers or calls back when messages are left, and the e mail only accepts e mails from employees of the company.. so aggravating. There was a prescription in the bag that cost over $400 that had been newly filled! SO I just called teethe main number and was on hold for 2 hours..they told me that because it was a carry on that they would not pay anything back for it. The supervisor Ann was a total BTch. I have talked to her in the past and she is not customer service material at all, but that is a whole different complaint . She told me that the bag must have been stolen or it would have been taken to lost and found!! This does not separate checked or unchecked bags!
Here is the policy that I foundLimitation of Liability
The liability, if any, of Carrier for loss of, damage to, or delay in the delivery of checked or unchecked baggage andor its contents, with the exception of wheelchairs, mobility aids, and assistive devices used by an individual with a disability, is limited to the proven amount of damage or loss, but in no event shall be greater than three-thousand, eight-hundred dollars ($3,800) Domestic or 1,131 Special Drawing Rights International per fare-paying passenger. Carrier will compensate the passenger for reasonable, documented damages incurred as a result of the loss of, damage to, or delayed delivery of such baggage up to the limit of liability or declared valuation, whichever is higher, provided the passenger has exercised reasonable effort to minimize the amount of damage. Actual value for reimbursement of lost or damaged property shall be determined by the documented original purchase price less depreciation for prior usage.
Carrier’s liability with respect to damage to wheelchairs, other mobility aids, and assistive devices upon which an individual with a disability is dependent shall be the documented cost of repair. If a wheelchair, mobility aid, or assistive device is lost or irreparably damaged, the criteria for calculating the compensation for a lost, damaged, or destroyed wheelchair or other assistive device shall be the original purchase price of the device without depreciation. Carrier will also compensate the passenger for other reasonable expenses incurred as a result of the loss of, damage to, or delayed delivery of the wheelchair, mobility aid, or assistive device. Claim C2XGJY
Suggested solution:
If they lost the carry on which it appears they did, they should pay my dad back for the bag and the lost items in it!
