Joy to the World

Dear Ms. Teo:

Thank you for your email. I am sorry you found the handling of your claim unacceptable and appreciate the opportunity to review your claim.

After going over all the information submitted with your claim, we have decided to reverse our previous decision and issue payment for your claim. Our check will arrive shortly.

We also appreciate this opportunity to make amends and thank you for choosing United for your travels.

Sincerely,
Becky Baran
Baggage Claim Representative
United Airlines

________________________________

From:
Sent: Tue 12/13/2005 11:48 PM
To: Baran, Rebecca [HDQLZ]
Subject: lost baggage, ticket number 1601138055258



Dear Ms Baran,

I have just received your nice letter, denying liability for my lost
baggage. The reason stated in your letter is that I did not report my loss
within 24 hours of my claim. Let me explain to you the exact circumstances:
I DID report my loss, immediately when I arrived at SFO on Aug 8. After 2
weeks of not hearing from United, I finally managed to get through to your
1800 baggage claim number (after being on hold for 1 hour). The nice lady on
the line told me that my claim was never filed. I then drove 30mins to SFO
to figure this out.

When I got to SFO with my claim ticket, the guy at the desk told me that
even though I had the ticket paperwork, somehow I wasn't in the computer
system. He hypothesized that this was because the claims clerk probably
forgot to press "ENTER", thus never filing my claim. He assured me that this
time, he will press 'ENTER' and my bag will be found.

After 3 days, I managed once again to get through to your 1800 number. The
nice lady on the line very nicely told me that they again have no record of
my file. Seems like the nice man at SFO forgot to press 'ENTER', despite his
assurance to me. She then placed a priority trace on my bag. When I called
again later that evening, I was very relieved to hear that you guys FINALLY
have me on file. Unfortunately, my bag was still missing.

It took United another MONTH to contact me regarding my claim, and another
TWO MONTHS to mail me my claims form. And this was only after many phone
calls and multiple, multiple emails, all expressing my UTMOST DISAPPOINTMENT
with United.

And now, I've received your letter to say that I was LATE to file my claim
and that due to MY negligence, you are denying liability for my claim.

I humbly beg you to reconsider. The inefficiencies of your staff has caused
me much emotional distress, not to mention the financial losses I have
suffered due to my need to buy new clothes, books, luggage etc to replace
the missing ones. Please help me restore some measure of faith in United
Airlines.

I look forward to your favorable reply soon. If you are unable to help me,
please let me know how I can contact someone (your manager? vice president?
MD? CEO?) who can.

Thank you.