I love Abbot and Costello's "Who's on First" routine, but it's not nearly so funny when the conversation is for real.
On Labor Day, Monday, September 4th, US Airways lost my suitcase.
This is a fairly significant crisis for me, as the bag contained:
5 suits, 9 blouses, 2 Coach belts, 4 pairs of shoes, a new briefcase, a new pair of slacks, a new pair of pajamas,
a small purse, brand new cosmetics (to replace what TSA won't allow on a plane), a sweater, and assorted smaller items. I'm not much of a clothes horse, so this represents a big chunk of my wardrobe. And, while I don't buy a lot, most of what I buy is top quality, purchased at a discount, through lots of careful looking.
Over the past five days, US Airways has provided untold entertainment to my co-workers who can hear my end of telephone conversations with customer service, outsourced to reps in Central America. Here are the highlights:
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Phone message on my cell phone: "I'm calling to inquire about the status of your bag."
Me returning the call: "Hi. You called and left me a message. Are you asking me about the status or do you have status about the bag?"
Answer: "We are waiting for the updates about your bag."
Me: "Updates? You have an update?"
Answer: "Can you hold on?" ... very long hold ... "I don't have any information"
Me: "You said updates, what did you mean?"
Answer: "We are waiting for the updates"
Me; "What updates?"
Answer: "About your luggage"
Me: "Do you have information?"
Answer: "We don't have any information..."
Me: "Why did you call me?"
Answer: "We send a message"
Me: "I am returning the message"
Answer: "No. We send a message on the computer"
Me: "Who are you sending a message to?"
Answer: "the airports"
Me: "What airports?"
Answer: "Both airports"
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Later ....
Answer: "You should call back in an hour"
Me: "why should I call back in an hour?"
Answer: "We are waiting for the updates"
Me: "I have been waiting for information for 100 hours. Do you know something that makes you think there will be information in an hour?"
Answer: "No"
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Ok, the conversations weren't recorded (on my end), but this is pretty close to exactly what happened!
US Airways, please take pity. It's bad enough that my luggage is lost; that your dollar limit for claims is significantly less than what the items cost and only a fraction of what they'll cost to replace now that I don't have the luxury of time to find them on sale or at a discount; and that I'm working all day and shopping all night to have clothes for work the next day. Don't make the next person wait six days (as I did) to finally hear from someone with sufficient English language skills to make it clear that the bag is well and truly gone.
On Labor Day, Monday, September 4th, US Airways lost my suitcase.
This is a fairly significant crisis for me, as the bag contained:
5 suits, 9 blouses, 2 Coach belts, 4 pairs of shoes, a new briefcase, a new pair of slacks, a new pair of pajamas,
a small purse, brand new cosmetics (to replace what TSA won't allow on a plane), a sweater, and assorted smaller items. I'm not much of a clothes horse, so this represents a big chunk of my wardrobe. And, while I don't buy a lot, most of what I buy is top quality, purchased at a discount, through lots of careful looking.
Over the past five days, US Airways has provided untold entertainment to my co-workers who can hear my end of telephone conversations with customer service, outsourced to reps in Central America. Here are the highlights:
----------------------------------------------------------------------
Phone message on my cell phone: "I'm calling to inquire about the status of your bag."
Me returning the call: "Hi. You called and left me a message. Are you asking me about the status or do you have status about the bag?"
Answer: "We are waiting for the updates about your bag."
Me: "Updates? You have an update?"
Answer: "Can you hold on?" ... very long hold ... "I don't have any information"
Me: "You said updates, what did you mean?"
Answer: "We are waiting for the updates"
Me; "What updates?"
Answer: "About your luggage"
Me: "Do you have information?"
Answer: "We don't have any information..."
Me: "Why did you call me?"
Answer: "We send a message"
Me: "I am returning the message"
Answer: "No. We send a message on the computer"
Me: "Who are you sending a message to?"
Answer: "the airports"
Me: "What airports?"
Answer: "Both airports"
----------------------------------------------------------------------------------------------
Later ....
Answer: "You should call back in an hour"
Me: "why should I call back in an hour?"
Answer: "We are waiting for the updates"
Me: "I have been waiting for information for 100 hours. Do you know something that makes you think there will be information in an hour?"
Answer: "No"
----------------------------------------------------------------------------------------------
Ok, the conversations weren't recorded (on my end), but this is pretty close to exactly what happened!
US Airways, please take pity. It's bad enough that my luggage is lost; that your dollar limit for claims is significantly less than what the items cost and only a fraction of what they'll cost to replace now that I don't have the luxury of time to find them on sale or at a discount; and that I'm working all day and shopping all night to have clothes for work the next day. Don't make the next person wait six days (as I did) to finally hear from someone with sufficient English language skills to make it clear that the bag is well and truly gone.