Delayed and Damaged Luggage: a Cautionary Tale
 

I wanted to share with you the details of my recent luggage issues with American Airlines as a bit of a cautionary tale:

I recently flew from Indianapolis to Paris via Chicago on American Airlines. I had a three-hour layover in Chicago which, in my mind, is plenty of time. While I arrived in Paris as scheduled, my luggage did not. I was told that it was still in Chicago.

Much to my frustration, the agents at AA's Paris office did not apologize for the problem and I had to beg them for a stipend so that I could buy some toiletries. They reluctantly offered me $50. I was told that my bag would be on the next flight from Chicago and would be delivered to my hotel.

I spent the better part of my first day in Paris shopping for shampoo and the like since. That stuff is not cheap and my $50 did not go far. On Saturday, I went about my day as planned and told my hotel to expect my luggage. When I returned at 5 p.m., I was told that the bag had not arrived.

Unfortunately, AA's Paris baggage claim office closes at 3 p.m. A friend of mine who happened to be in Paris at the same time, however, had a number for AA in the States (that wasn't a 1-800 number) and we talked to an agent who said that my bag had arrived in Paris but had not been "checked in." She assumed that it was, for an unexplained reason, stuck in Customs. She offered me another $50 stipend. In the meantime, my hotel's concierge left a very pointed message at AA's Paris office explaining that I needed the luggage first thing on Sunday. I have to admit that at this point, I really lost it. I was tired and wearing dirty clothes and was in no mood for this hassle. I spent the better part of the evening crying in my hotel room. I was afraid that AA had actually lost my bag and was simply trying to buy some time.

The following day, I called AA in Paris about 10 mintutes after the flight from Chicage was due to arrive and was told that my bag had just arrived. They offered no exlanation as to why it hadn't been on the previous day's flight nor could they reconcile what I'd been told the previous night by the AA representative from the U.S. I was told that the bag would be delivered by mid-day. I had to ask for an apology.

The bag was, indeed, delivered that day. Unfortunately and without explanation, the bag had been damaged beyond repair. The fabric on the back of the bag had been ripped apart and the handle used to wheel it had been broken in two. The deliveryman told the concierage that I needed to photograph the damage and show the pictures to AA. It was immediately clear that I would have to buy a new bag in order to get home from Paris.

So this is when the fun really began. I called them the next morning to complain about the damage. They claimed that they never saw the damage, which is incredibly hard to believe. They told me in no uncertain terms that I was going to have to prove to them that the bag was damaged. They suggested that I buy a new bag and bring the receipt for the bag, along with my old bag to the airport on my way home. When asked, however, if they would pay for the cab ride that would allow me to do that, they refused. They also refused to give me the address of the shop they use in Paris to repair and replace damaged bags. Finally, they agreed to give me an email address so that I could send them digital pictures of the damage. They were supposed to contact me at my hotel upon reviewing them.

When I didn't hear from them the next morning, I called AA's Paris office and talked to yet another agent. He insisted that I had to prove the damage to AA, but that emailed pictures would not suffice. When I explained how difficult that would be, he finally gave me the address to AA's repair shop and insisted that I could buy a new bag there at AA's expense if my old bag was indeed damaged beyond repair. During the course of the conversation, he had the audacity to complain to me that "everything with me was complicated." Needless to say that I lost my cool at this point.

In any event, after a 10 Euro cab ride to the outskirts of the 2nd Arrondissement, I found the shop and the clerk immediately agreed that I needed a new bag. She insisted, however, that I had to pay for the bag and that AA would reimburse me for it. She only spoke broken English and so I was having a hard time explaining the situation to her. She agreed to write a note for AA explaining that the bag was badly damaged and assured me that I would be reimbursed. I took a leap of faith at that point and bought a new bag, leaving my old bag behind.

Upon returning to my hotel, I called AA again and talked to the same agent. While I was on the line, he called the shop and talked to the clerk. When he got back on the line, he assured me that I would be reimbursed the correct amount and instructed me to go to AA's baggage claim office in Chicago. He further assured me that he would make a note of all of this in my file. He fortunately apologized for his earlier comment and for the way the situation had been handled.

Upon arriving in Chicago, I went to their baggage office and got more of a runaround, however. One agent told me that I was only entitled to $100 (for the delay) while another insisted that I was only entitled to be reimbursed for the bag. He insisted that I needed to talk to someone at their 1-800 number to get the $100 stipend. At that point, I threw a hissyfit and had both the agent in Chicago and an agent on my cell phone listen to me rant about their horrible customer service. A minute later, I received a check for the full amount--$290.

I say all of this to recommend a few things. Buy trip insurance. This was the first trip to Europe where I did do so and that was dumb, dumb, dumb. If I had had insurance, I would likely not have spent any time bothering with AA. I would have just filed a claim with the insurer. I would also recommend taking photographs of your baggage and its contents before you leave home and be careful about what you do bring. If AA had lost my baggage, my compensation would have been limited to about $600, far less than the value of what was in my bag. Bring contact numbers that work overseas for your airline(s) and document every conversation as specifically as you can and ask that they do the same in your file. Get names. Finally, don't back down. I wish I could give AA the benefit of the doubt, but honestly I felt like they were purposely trying to make things so difficult for me that I'd just give up.

I hope you have better luck.....

Kate

I've never purchased trip insurance and didn't realize they could take care of an unfortunate situation like this for you.

Sorry to hear about your bag. Glad you recovered it. Unfortunately, most airlines do not know where your bag is until it shows up. They depend on scans and typically when the bag has been misdirected it is because it has been misscanned or not scanned at all which creates a misdirect. Until the bag is scanned and loaded they have no idea where it is. Lost bags are all to common. BA has lost my bag twice and they are never able to tell me a single thing till it shows up, but it always has.

The best thing to do in the future is to relax and enjoy your vacation. Your bag would have shown up with or without all of your phone calls. I personally would have informed AA of the damaged bag, bought a new one as suggested, and shown up at the airport with the damaged one and the replacement. I guess you planned on taking the RER instead of a cab to the airport and thats why you asked for them to pay for it?

I agree that luggage insurance is good advice if you cant personally afford to replace the contents. I only pack clothes in my bag and put my valuables such as electronics in my carry on.

No trip insurance will cover expensive items in checked luggage.
But all trip insurance will have a clause allowing you to purchase "necessities" if your bag is lost going to your holiday.
The insurance will also cover replacing damaged luggage but you must provide proof that you went through the airline's procedures

I must say that stories like yours are why I buy cheap luggage. For a while, I was using bags that cost about $19 each. I admit that I have "graduated" to $99 bags, but I would hate to go above that.

I always find soft bags cope much better with airlines than hardshells. They also tend to be several pounds lighter which in these days of 23kg weight limits can be very useful

...no trip insurance will cover expensive items in checked luggage...

That's not true. My last policy covered $5000 for damaged/lost luggage and if I had couture suits in there I could buy extra coverage for those as well. What do you mean by "expensive?"

I don't like AA and have had bad experiences with them, also, but some of the things you found so trying and stressful shouldn't happen if you plan ahead a little bit or just weren't necessary IMO.

I've had my bag delayed twice by Air France due to a tight connection, and I didn't freak over it, I just went about my business for a day until it showed up at my hotel. I didn't ask for any money for that. Air France does offer you a little amenities kit, but I think I turned it down as I didn't want to carry around another thing. If you were in a hotel with a concierge, no less (I've never stayed in one in Paris that high level), I just don't see why you'd have to spend $50 and a day shopping for toiletries. I'm sorry, I can't imagine what you were buying that was so necessary that even cost that much. Surely your hotel had soap and shampoo. I always carry a few little toiletries in my carryon, anyway, (toothpaste and brush) as well as something to sleep in like just a Tshirt, and an extra pair of underwear. I thought everyone knew to do that.

I also would have just bought a cheap piece of luggage in Paris (there are cheap luggage stores around, it wouldn't cost that much, they sell some at markets and street corners) and not spent my vacation traipsing around Paris to luggage repair shops.

People complain about Air France, but the two times my luggage was delayed, they were excellent in their service and delivered it to my hotel (with no damage) as promised within a day, even when the hotel was about 30 miles away from the airport.

We not only pack another change of clothes in our carry-on, but my husband and I pack 1/2 our clothes in each others bags just in case.

You could also consider paying for your trip/flight with a credit card that offers travel insurance. I staged through Chicago from the UK to Vancouver and new security regs in Chicago meant they decided to destroy the locked case (busting it open for inspection). Amex covered the cost of repalcement (in Vancouver).

<<< What do you mean by "expensive?" >>>

I mean things like electronic goods which can easily disappear. Suits & the like are generally acknowledged as being too large to be excluded BUT I have known companies refuse to pay out on technical climbing clothing because they hadn't declared them to the insurance company beforehand

The best way to avoid lost luggage is to pack very light and do carry-on, at least on the way to your destination. I am a clothes horse, but manage to just bring the very bare necessities on trips requiring flights.

It feels kind of silly but I do take pix of our luggage, mostly in event I need to describe it to differentiate it from everyone else's lost black or navy-blue bag.
I buy trip insurance, but more for the emerg.med. than anything else. Did use if for passport replacement once.
I very much believe in making firm requests in voice volumes that may increase to keep in sync with my frustration/outrage level. Especially if other customers are in earshot. I think it's good to get out a pen and pad and make obvious copious notes of names, dates, comments, etc. in front of whomever is giving the runaround.

Unfortunately with all the new travel restrictions regarding carry-on luggage, people are in a bit of a catch-22. We know we cannot trust the airlines to deliver our checked baggage, but we can no longer take much on the plane with us. Travelling exclusively carry-on is getting more and more difficult.

Our strategy is to pack valuables, at least a couple changes of clothes, and basic toiletries in our carry-on, then anything else goes in checked baggage. We travel fairly light and used to be able to get away with carry-on only, but lately we end up checking a bag for trips longer than a week.

This way, if it takes a few days for our luggage to catch up with us, then we are fine.

Jeez, some of you are as bad as the airline. Seriously. I rolled with it as best I could, believe me, until the second delay. At no point did I say that I didn't enjoy my vacation. I did. But I'm also human, and I naturally got angry and frustrated when the bag was delayed a second day and when it arrived at my hotel badly damaged with no explanation from AA. I think most of you--despite your protestations to the contrary--would have had the same reaction.

As for packing, I'm an experienced traveler and not an imbecile. I packed enough clothes--sweaters and the like and an extra pair of shoes--to get through 10 days of travel. While I try not to overpack, it all adds up. None of my clothes are all that expensive taken alone. In the aggregate, however, they cost a lot. Enough that I couldn't afford to just replace them. I did not take any electronics with me, not even a camera. And if I did, they would have been in my carry-on. I did have my toothbrush and toothpaste in my carry-on, along with meds, most of my makeup, my contact solution, and glasses. Unlike some, however, I don't travel with a huge carry-on, although perhaps that's what I should do from now on.

When I referred to the concierge at my hotel, I was simply referring to the guy at the front desk. I paid 65 Euro a night for my room at a two-star hotel in the 6eme so I didn't expect a room that was fully stocked with toiletries. I'd stayed at this hotel once before, and knew that it was rather bare bones.

As for what could have cost so much. Well, simple things like deoderant and lotion at Monoprix all cost upwards of 6 Euro a piece. I have long hair, so the tiny little travel containers don't go very far and I had to buy shampoo and conditioner. I used to keep all of that in my carry-on, but with the new restrictions, I packed a lot more than usual in my checked baggage. Believe me when I say that not everything you're going to need for a 10-day trip fits in 3 ounce containers in a 1 quart zip lock bag. Just so I wouldn't have to bother with it in my carry-on, I stupidly (I'll admit to that) packed my winter scarf and gloves. So, I had to buy those too. It quicky added up.

As for "all the phone calls," I made as many as I felt were necessary given the situation. One of you suggested that even with trip insurance, I would have had to follow the airline's procedures. Well, figuring out their procedure when they wouldn't even admit that the bag was damaged was not easy. How many of you wouldn't have called the airline after the bag didn't show up the second day or when it finally showed up damaged beyond repair? I think some of you are making yourself out to be far more laid back than you would have been in my shoes. This didn't turn out to be your basic one-day delay.

Maybe some of you have money to throw around, but I expected to be compensated for the bag. Period. I was ready to just buy a cheap bag until an agent directed me to the repair shop. Based on what he told me, this was the only way I was going to be reimbursed for any expense related to the damaged bag. I certainly didn't have the money or enough hands to buy a new bag and bring that and the old bag and my carry-on with me to the airport. I was traveling alone if that matters and dealing with the just one bag and carry-on was more than enough. Heck, there wasn't even enough room in my hotel room for another bag.

But thanks for your sympathy. I'm touched.

Indygirl, sorry about your experiences. Adding jetlag to frustration makes the whole situation worse, I'm sure.

I figured the "blame the victim" situation would happen on this thread.

indygirl, don't let the bedbugs bite. You did nothing wrong, other than to post here. Misinterpretation (and its corollary, Knee-Jerk Reaction), is the sine qua non of forums like these. Go have a nice big piece of really good chocolate, on me.
B-)

When did the posters here get so preachy and judgemental?

Indygirl2: Your experience sounds very frustrating. Any time at all taken from your vacation is too much time. Getting the run-around from airlines is exhausting as well as agrivating. We all try to roll with the punches and expect the unexpected but its not always easy. I, for one, appreciate that you took the time to write about your experience. A reminder to pack expecting the possibility of problems (and perhaps I will pack a xanax for our upcoming trip!)

But truly, I don't believe everyone reacts the same way to this kind of thing. I never throw hissy fits (ever). And my suitcase only cost $50 so that's not a concern.

I'm pretty certain I would have gone out to drink some wine or cocktails somewhere, then taken out my charge card and done basic shopping. And waited to deal with the rest after I got home. oh, plus taken that xanax that MissZiegfled was kind enough to offer.

Please don't hear this as negative about what you shared. Not good when luggage is delayed and damaged!! But it seems like having to continue to deal with the airlines for those two days is what really was upsetting you the most.

"You did nothing wrong, other than to post here."

LucieV, you got that right. The bulk of you apparently think little of spending $750 for a flight only to have your baggage delayed by two (not one) days and ripped apart in the process. No, nothing inside was damaged or missing. I enjoyed my trip, learned a few lessons, and thought I'd share the experience with you. I didn't expect to be lectured about how unreasonable I was to bring anything of any value to Paris with me, to want clean hair and fresh clothes within 24 hours of arrival, or to expect a company to behave with even a modicum of professionalism.

And I'm now "yelling" at you because frankly some of are just so reactionary and critical. Why not just either ignore my post or be even mildly sympathetic?

Indygirl2,so sorry to here about your luggage experience. I would have been just as upset as you. Some people on this site,instead of being helpful,can be so rude.I'm taking my third trip to Italy in May,bringing only a carry-on,only because we're doing a lot of train travel. I usually check-in a large suitcase,a very expensive one...I'm not doing "cheap"luggage for a trip to Europe. So,yes I would be extremely mad if they lost or damaged my luggage,and I would be sure they paid for it. Sorry it happened to you,and ignore the insensitive remarks here. (:

>> But I do know now never to check my tiaras and pearl chokers -- I shall have Winifred carry them back to Coach. <<
What's that all about? I thought it was really uncalled for.

I really cannot understand how this forum works, a person posts his or her view, some agree, some disagree, then someone starts making rude comments, the OP tries to defend his/her opinion, then more rude comments roll forth- until the whole thread is full of anger and rolls of tissue thrown at each other.

The OP obviously is just relating her experience. I, for one, appreciate tales like this. They prepare you for the worst, and remind you about things which sometimes may just slip your mind.

And IndyGirl, I will remind myself next time too. I am exactly like you, I check all my necessities (toiletries, extra T-shirts, etc) into my luggage, leaving only valuables and documents on me, so I wouldn't have to carry a heavy bag everytime I board a plane. Thanks for the warning.

You do have my sympathy, believe me. It sounds awful. And your list of things to do to be better prepared is very helpful.

Some people never get a suitcase back when it goes missing. So I only meant that's good that you did get your stuff unharmed two days later.

Indygirl - Next time do carryon only. I travel with a 22" bag and a tote that fits under the seat in front of me. That way I don't have to go through all the aggravation you did. On my return flights I always check in my baggage because I feel I am making room for someone just starting their trip, not ending it. If my luggage is misplaced on the way back I can deal with it. Of course I would like to travel with a larger suitcase and have more clothes to choose from but I have managed fine so far. I will be going to Italy and Paris and will be gone 16 days. I am not above doing some hand washing in my hotel room or having a few things laundered.

Uugghh, don't you hate posting something informative only to have a bunch of people stop just short of calling you an idiot?

I appreciate your post and can only imagine how frustrated I would be. And unfortunately, although I'm usually calm in these types of situations, the few times I've lost my temper actually seemed to get results.

Thanks for taking the time to post--I'll remember you the next time I travel, and plan accordingly.

Now, go have drink! Cheers!

I appreciate the fact that some of you might choose to pack differently than Indygirl or use a less expensive suitcase or whatever, but all that aside, if you just take this kind of unacceptable service in stride, if you don't take a 'hissy fit', if you just say 'oh well, my suitcase only cost $50 and I only had t-shirts in it', aren't you just condoning continued bad service by the airline?

A bit of a philosophical question (imo), but actually no I do not believe me getting upset and pitching a fit will improve airline service in the future.

"..your suitcase was damaged beyond repair, and your possessions delayed by one day. That hardly seems as big of a deal proportionately as how upset you are..."

I think the frustration and upset comes much more from the mis-treatment by the customer "service" professionals than it does from the actual problems.

suze,
I don't disagree with what you're saying on the small scale but a continuing stream of complaints from customers to people at a higher level than customer service sometimes (if rarely) opens eyes. How did we get to a point where the airlines think this kind of customer service is acceptable, anyway?

And whether or not it makes a difference, letting them get away with it is still condoning that bad service.

Too bad we all love to travel so much, otherwise we could start a boycott demanding better service and food on airplanes :-)

well, my point of view is that *I* don't want to be upset, any more than is absolutely necessary. maybe it's selfish. that's why if i found myself in a similar situation i would probably take the path of least resistance, rather than tangle with the airlines getting me all upset, and taking up my time and attention the first precious two days in paris. you may think that is cowardly on my part... but my main goal more than getting reimbursed, finding my suitcase, whatever would be not to let myself get so upset. it's not right or wrong, just how i operate in life. this kind of confrontation makes me extremely anxious and would not be worth it. i'd rather fix things on my own as best as i can. and wait until i got home to try and sort it out.

please understand, i am NOT criticizing or blaming Indygirl2, just saying people handle things differently.

Indygirl2,

I can totally relate and empathize. I flew AA to Geneva one Christmas (connecting through CDG on Air France). My husband (then boyfriend's) roll-aboard (previously in good condition), came with the top ripped off, and reattached with some kind of bubble wrap. To make matters worse, my luggage was missing. AA/Air France's advice? "Sit and wait for the next flight; the planes are overweight with skiers, your luggage will come on the next plane." 4 flights and 6 hours later, still no bag. As I was leaving for Zermatt/Italy in the morning, I could not follow-up in person at the airport the next day.

2 weeks and many, many phone calls later, still no luggage was delivered to me; both airlines blamed each other for the loss. Long story short: I got my luggage back the night before I returned to NYC (deliverd to my Paris hotel). To top it off, AA lost my luggage again the next day on the return flight home! (Who cares now, vacation is over, right? Well, try sitting at JFK for 3 hours after a trans-Atlantic flight while AA tries to sort it out.)

Take heart that you got your belongings during your trip. I've reconciled that experience as one of my better learning experiences - I can and do fit everything plus the kitchen sink in a carry-on. However, maybe I am less bitter about that particular trip since the engagement ring I got in Venice 3 nights after losing my luggage made up for a lot!

Just remember - "It's all part of the adventure!"

Best of luck next time,
Chels

Fidel, I think we all agree in one thing...we all like travelling :)

Indygirl2, sorry for your trouble ! Sadly, it happens more and more nowadays due the bigger amount of people who travels so it's better to be prepared !! Glad you have all your belongings back.

Just a note to say I am sorry you went thru all that crap. Glad YOU are home in one piece!

I have thrown the hissy fit, and I've apologized to the staff person immediately afterwards as well. If it's not their fault, and they are just the face of the company. But I understand the frustration, which is, as one poster has said, more about the attitude to the problem than the problem itself. If Indygirl2's description is accurate, the AA people treated her poorly, and that is more offensive than the way they treated her bag.

Friends from California traveled on United to NY to visit us. Flight from Philly to Islip canceled. They took the train and then a bus and got to us. Of course, their luggage was in Denver. Didn't come for three days. All the phone calls just like yours. But...good news...K-Mart sells very nice, very cheap bras and had a sale on men's collared t-shirts. So we all got a little good out of it. They did not get their $50.00 for months. I feel your pain!

I don't post much, but I've been here since 2000. You take a chance when you post at Fodors, a chance of getting your pride wounded. Unless you are one of the regulars with all the answers, you are raw meat.

This is a subject of concern to all of us. Sure, if you are to be in Europe 3 weeks, it wouldn't be as big of a deal. And my trip insurance does reimburse for lost or damaged luggage.

But this has been on my mind. I have almost always carried on when going to Europe. I think I will again. Get my quart baggy and figure how much liquid I am allowed - I haven't read the fine print yet. I have to think about it.

I will be gone 2 weeks, first in London 2 nights, then on a walking trip in Italy. Would Air Canada deliver delayed luggage to Milan at the right time? And I'm taking a BA flight to Milan. What about when I get to Stresa?

Oh well, we are lucky we have problems like these compared to what goes on in this world.

Still, as someone said, you pay over $700.00 to have your bag lost and then shredded, and all the hassle that includes?

My luggage was lost for two days coming home from Mexico with AA last December - and once with BA coming home. I wouldn't like the hassle if it were lost coming TO my destination.

But it would be so much easier to check it in. Do I take the chance? I have before, but hearing tales like Indygirl2 make me pause.

>>I try to put myself into the rep's shoes and imagine the constant crush of people coming at them all day and night, each believing their concern is the only one or the most important<<

Absolutely. And if the airlines gave better service there might be less of a constant crush of people demanding that their problems be solved. Or if the airlines insist on continuing to give poor service, the least they can do is hire more reps to handle the irate masses.

I understand why you might choose not to ruin your vacation by being upset and creating a fuss over your lost luggage. But what about if they lost it on the way home -- that luggage that now contained maybe your special gifts for people, or that lovely treat you bought for yourself, or your trip diary. Or even just your regular clothes. Would you not create a fuss even then?

You know, just coincidentally as I was driving home from the airport tonight after dropping my SO off, I heard an article on the radio about the Passengers' Bill of Rights and the JetBlue incidents. I'm guessing there were a few hissy fits thrown by those passengers and now something is being done about it. At least we can hope so.

I've been trying to travel carry-on, especially to Europe, for some years now. Often I'm picking up a car at the airport and heading immediately to a place where there isn't going to be a way for my bag to catch up with me for days. I've been inconvenienced numerous times but never had quite as bad an experience as Indygirl. (I check on the return since delay is less a problem - but permanent loss is always a problem, so I pack a folding duffle in my carry-on for valuable or important stuff. Of course, that's room for still less clothing since I have to carry the extra bag in my already meager space.) Can't do it carry-on in winter as easily, though, and I do the same as another poster, mix my husband's and my clothes in two bags in case one gets lost.

But I've read a lot of rants and flames on this very forum (and other places) about people carrying on all the big bags, how inconsiderate they are, how the poster just takes on a purse pack of Kleenex and a magazine and does just fine, blah, blah. So you're not going to win, folks. No matter what you do, somebody who is a great authority on travel behavior will be sure to tell you how you SHOULD do things. Often I think anonymous electronic communications are responsible for further lowering the standards of civility in the world. People feel free to say things in ways they would never do face-to-face or if others knew who they were. A variety of opinions and honest disagreements are fine - gives the posters a variety of opinions on which to base a decision sometimes. And people learn from it all. But some of what goes on here is beyond unhelpful. Too bad, really. Not unlike the way some people behave in cars, when you think of it.

I'm glad to see that there are so many people so totally in control of their reactions and emotions out there. Makes things easier for the service people of the world to cope when they only have to deal with Indygirl, Lucygirl, me and maybe a few others behaving somewhat unpleasantly when we've had enough. (The cold, cold voice and careful enunciation of each word is one of my favorites.) Those in-control people who roll with everything can also take comfort in knowing that they're right and those who throw hissy fits are wrong. (Of course, they're never going to know the joy of letting out the frustration they never feel - and maybe backing someone down once in awhile. Kinda like finally sneezing.)

I agree that accepting as par the lousy service followed by the lousy attitudes of the employees that are supposed to be assisting you (customer service?)doesn't help solve any problems. Much of the time I feel like complaining is just pissing in the ocean. But the rest of the time I think maybe it's pissing in a lake (not Lake Superior) and it could have some effect if enough people do it. So now I'm going to go edit the draft of a letter to Delta that's been on my computer for 2 mo. I need to explain to them how a moderate bad of their making (not weather or acts of God) on 6 of my last 8 flights with them make, in my mind, a big VERY, VERY bad.

Kate, your last paragraph in the original post explains it all, thanks for sharing your tale with us. I for one appreciate it. Some trips I can handle stress better than other trips, I can come to fits or I can roll with the punches, it depends.

I have written here before that it is a great feeling to see my luggage come down the slide right to me after landing. Sometimes it doesn't work out and it is a P.I.T.A.

Glad you had fun over all though!