July 6, 2007
Continental Airlines, Inc.
Post Office Box 4607-NHCCR
Houston, TX 77210-4607
To whom it may concern:
I am writing about your handling of my delayed baggage on a recent Continental flight.
On June 27, I flew from Tel Aviv to Newark on Continental flight 85. I was then supposed to fly from Newark to Boston on flight 1198, but my flight was canceled. I asked at the Continental baggage office what would happen to my bags, and I was told that they would be sent to Boston on the next flight. I asked if I needed to file any sort of paperwork, and I was told that all I needed to do was to call the phone number on my ticket envelope after I arrived in Boston to arrange for delivery of my bags.
Upon arrival in Boston on June 28, I called the number and filed a lost baggage report (file reference BOSCO#####) as instructed. According to your on-line baggage tracing service, one of my two bags made it to Boston on June 29, but the other one did not.
Two days later, on the morning of July 1, I received a telephone call from a baggage handler in Dallas. She informed me that one of my bags was there and asked me to confirm that it should be sent to Boston, because she couldn’t find my file in the baggage tracing system.
The bag made it to Boston that same day, and at around 10:30pm that night, I received a phone call to arrange delivery. The bags were delivered as promised several hours later.
There are some things about this experience with which I am quite pleased. First of all, I am impressed that the baggage handler in Dallas contacted me to find out what to do about my bag. Second, I am impressed that she got my bag to Boston so quickly after speaking with me about it. And third, I am impressed that both of my bags were delivered to me so quickly once the second one arrived in Boston.
However, your handling of my lost bags was not entirely positive. It shouldn’t have taken four days for my bags to be returned to me. My second bag should never have ended up in Dallas (how did that happen?). The baggage handler there should have been able to find my baggage claim information. Finally, the first bag should have been delivered soon after it was received in Boston, rather than held until the second bag arrived.
In short, although this was certainly not the worst delayed baggage experience I’ve had, you could have done better, and I hope that you will in the future.