Derek Gallo

Everyone else is posting in response to Alex’s Spirit Airlines nightmare so I figured I would too. The truth is that airlines just don’t seem to care. Its like they know you have to get where your going so they can do a crappy job and you will still be forced to use them.

Recently, I have had to travel up to the Pittsburgh Steelers stadium to install a kiosk we had developed for them. We flew U.S. Airways. They lost our baggage on the way up which happen to have our hardware to perform the install. Great, no big deal, this thing happens from time to time and luckily we were arriving a day early so we still had time to perform the install. The real problem came with the airline’s customer service in helping us retrieve our baggage.

After going into the lost baggage office and reporting our claim they discovered that our baggage didn’t make the layover. They couldn’t figure out where it ended up however. They refused to accommodate us and told us to be on our way and they would call when they located the baggage. Hours went by and no response. We called back and nobody there had any idea about our situation at all. They looked into it and it appeared our baggage was still in D.C. where our layover was. They let us know that it would be put on the next flight up to Pittsburgh and would arrive in a few hours. A few hours went by with no baggage. We called and again, they had no idea of our situation. This time it appeared that our baggage had been shipped all the way back to Orlando! Anyway, we were told they would sort it out and call us back. What do you know, no callback. We called back again and what do you know, THEY HAD NO IDEA OF OUR SITUATION! Now the customer service people were getting frustrated with us and just trying to get us off of the phone. At one point we called and got immediately sent to the hold queue. We had another person call while we were on hold and they immediately got through, what the hell. After a day and a half of getting a different answer as to where our baggage was every time we called, we finally received our baggage. U.S. Airways would not do anything to accommodate our misfortunes. Sterling even had to reschedule return his return flight to stay late and finish the install because they delayed us starting and they continued to be difficult even while charging ridiculous fees to switch flights.