Another Customer Service Success Story?

Have you ever flown on US Airways before? They are not exactly known for their customer service. Have you ever wondered why?

On April 10th, I flew to Philadelphia. After my meetings, I met my brother Matthew. It was the last time I was going to see him in Philadelphia since he was moving to Florida within the week. He handed me a cardboard box filled with coats, snow pants and other clothes. After talking with Matt, my coworkers and I left for the airport.

We got there in enough time to bump to the earlier flight. The only complication was that my luggage might not make it on that flight. I decided to take the later flight just to be safe. Who wants to deal with the hassle of lost luggage?

I got to Boston and waited for all the luggage to go by. My cardboard box was missing. I went to the baggage claim service. They took my lost property report and told me that they would deliver it within 24 hours.

It did not come. So I called the phone number they gave me. They did not know where my luggage was. I called the next day and the next day. My luggage had disappeared from off their radar. They did not know where it was and I was resigned to the fact that it was gone. I filled out a report to be reimbursed for all the winter clothes in the box and faxed it off. I was not looking forward to dealing with the reimbursement group.

Then out of the blue I was contacted by US Airways on Monday. They had finally found a box matching my description. Yesterday it came. It took exactly 28 days for my luggage to travel from Philadelphia to Boston.

Most luggage can walk that far in 28 days.