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“I opened the suitcase only to be completely shocked, appalled and dismayed at what I found”

January 23, 2008

When you check you luggage with an airline, you’re taking your chances.

Air carriers lose or misplace roughly two bags per flight, and when your property is gone, there’s virtually no chance you’ll be reimbursed for the full value of your losses. At least that’s what Anita Kreitman discovered on a recent Continental Airlines flight.

Here’s her sad tale:

On December 24, 2007, I checked my bags curbside for Continental flight 2400 from Newark to St. Louis. Upon my arrival, I retrieved my luggage as it came off the carousel. I immediately noticed that my TSA locks were missing and the luggage tag issued at baggage check was gone from one suitcase.

I opened the suitcase only to be completely shocked, appalled and dismayed at what I found. The gifts I had spent so much time, effort and money in selecting were nowhere to be found. Indeed, my once full bag was literally half empty. Some of the gifts had been wrapped, others were not, but all were gone.

It is difficult for me to fathom how such an incident could occur. To add insult to injury, one of the wrapped gifts was a CD introducing children to the music of Tchaikovsky. The wrapping paper was taken off but the CD was thrown back into the suitcase. To me, this is indicative that the thief had ample time to go through my belongings and decide what they wished to take. Unless you have totally private areas within the confines of baggage security, others must have borne witness to what was going on here.

Kreitman suggested the luggage theft is part of an organized ring of baggage thieves at Newark Airport, and has asked Continental and the Transportation Security Administration to investigate.

As passengers, we put our trust in your abilities to take proper care of our possessions. I am surely not the only victim and wonder how widespread this situation has become. The items stolen can be replaced, although Continental/TSA are left to suffer the loss of revenue due to expenditures for reimbursement. On the other hand, the loss of the flying public’s trust and sense of security for what appears as a serious breach is much more difficult to remedy.

As a matter of fact, luggage theft isn’t a new problem at Newark and other U.S. airports. Here’s a 2004 report by ABC News on lost luggage. But Kreitman is incorrect about one thing. Neither the airlines, nor the TSA, are going to suffer a significant “loss in revenue” as a result of this problem.

TSA pays an average of $110 in luggage claims, which is ridiculously low. And Continental? Well, here’s what it does and doesn’t cover, according to its contract of carriage:

8) Exclusions from Baggage Liability (Applies to Domestic and International Carriage)

a) Notwithstanding the foregoing limitations, CO shall not be liable for the loss of, damage to or delay in delivery of any fragile or perishable items, nor for loss of, damage to or delay in delivery of any of the following:

(i) Antiques, artifacts, heirlooms, collectibles, religious items;
(ii) Antlers;
(iii) Backpacks not designed for travel, sleeping bags and knapsacks made of plastic, vinyl or
other easily torn material with aluminum frames, outside pockets or with protruding
straps and buckles;
(iv) Business equipment and business samples;
(v) Portable multimedia players including, but not limited to, CD, DVD or MP3 players;
(vi) Chinaware, glass, ceramics, pottery;
(vii) Computer hardware/software and electronic components/equipment …

You get the idea. You can read the entire list of exclusions in its contract of carriage.

So to Kreitman and all of the other passengers who lost luggage over the holidays, I’m sorry to say you’re out of luck. The TSA won’t pay, Continental doesn’t have to pay, and the luggage thieves remain at large.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

27 comments

  • MrBadExample

    If it’s valuable to you, carry it with you or ship it UPS. It is wrong to place your trust in an untrustworthy industry.

  • Chicky

    I have to agree with MBE. I carry on my luggage whenever possible, and if I have to check it, I make certain there’s nothing in there I can’t replace. Anything of any value goes with me on the plane — particularly gifts or souvenirs. I really do feel sorry for this guy, and the theft was inexcusable, but these items should have been where he could keep his eyes on them the whole flight.

    What’s so sad is that travelers must take these precautions because the airlines do not care enough to hire honest people and pay them a living wage.

  • Ugly American

    See how well increased security works?

    Many of the ‘security agents’ are crooks themselves.

    The whole reason they get government jobs is to steal.

  • http://www.tripinsurancestore.com Steve Dasseos

    I refuse to check luggage that includes anything of value. I don’t mind checking my dirty clothes or the like, but I will carry on as much as I possibly can. Sure it’s a bother when it comes to maiking a connection, but it’s worth the grief of having something damaged or missing.

  • Carver Farrow

    Agreed. Anything of value gets put in my carryon. The checked luggage is for clothes.

  • http://deusdiabolus.terapad.com deusdiabolus

    Best solution?

    Avoid flying whenever possible.

  • Liz

    While there is NO excuse for sticky-fingered baggage handlers and TSA personnel, they have been saying for years now that they will unwrap any wrapped objects in your checked baggage.

  • Jasper

    Don’t we all love the free market where consumers can vote with their wallet for companies that do a good job, so that they will prevail and the bad ones will go bust? Oh sorry, that was before COCs became thicker than the average phone book, and everybody released themselves from any responsibility involving the sold product whatsoever.

    In other words: It is sad that airlines have thrown in the towel and decided it is not worth their time=money to put pressure on airports (and the TSA) to make sure the luggage of their passengers is treated decently.

  • PATRIOT

    At PDX as AI sent my bag to the gestapo baggage serchers I was told the lock was not a tsa approved lock. I saked the the guy loading the bag into the x-ray machine what does the TSA on the lock indicate? Does it mean “THEY STEAL ANYTHING?”

    Other passengers beside me roared in laughter.

  • Fred Ward

    In order to solve the problem, simply install cameras with monitoring in the TSA and baggage area. Also, if you see an agressive handler on the tarmac, use your digital camera from inside the plane or airport and send a copy of the movie or pictures to the airline directly. If you don’t hear back from them, try CNN.
    I take a totally different approach. I treat airlines planes exactly the same way they treat my luggage. Some airlines, I am very carefull, others, not so much.

  • Cannot Disclose

    TSA baggage areas and most other areas in the airport DO have cameras. I work for TSA and there is a lost and found and baggage area with cameras everywhere. That may vary from airport to airport though. There is also always someone in a supervisory position watching over the employees. However, I am not specifically aware of what the level of surveillance is once the air carrier personnel get the bags.

    And, Liz is correct, the TSA has the authority to unwrap and open any item in order to ensure that the items are safe to fly. If you pack in a way that is very congested, especially with electronic items and other dense things, then your bag is likely to be opened and your items may be unwrapped and searched.

    I agree with many of the others that have said to carry anything with value with you in your carry-on. Having a lot of stuff like electronics and jewelery may cause your bag to be searched at the checkpoint, however you are there watching them search it and there are cameras ALL OVER those checkpoints.

    It is absolutely wrong of any airport personnel to steal anything from luggage, but be aware that there are safeguards in place to help to ensure the safety of your items.

  • Ibseeker

    No one pursues a criminal complaint? TSA and the airport would be liable to produce video in a court if required. This is exactly what will be required to make a change. Send someone to jail for theft! Sue the TSA and the airport for breach of contract. Yeah right! Ever hear of a successful lawsuit against either entity?
    Unrealistic, I know. Why should we trust the courts in this country when we all know the courts will favor big business and the government. Plus, who can afford it?
    Plant a stink trap in your checked luggage, nothing dangerous just obnoxious! Get revenge! Send a bag through loaded with stuff they can keep and pay them back!
    I hate the TSA! I watched them inspect my luggage and when the women who inspected it couldn’t get it closed because they shifted it all around, they called over the 300# gorilla to smash it closed. Right in front of me! They ignored my protest and all walked away. Not the first time they’ve damaged my luggage.
    What can you do? Nothing and they know it.

  • Gumbeaux

    OK, let’s put a different spin on this problem. If it is so easy for TSA or airline personnel to steal from luggage or whole bags, how difficult can it be to smuggle illegal items in? I mean, one breach in security one way must be assumed to be as serious as any other breach. Having thieves working for TSA or an airline is just as serious as having terrorists. Criminals are criminals and will do anything for a buck. How difficult would it be for a terrorist cell to get one of these theives to do a reverse theft? Put contraband in a bag, bomb, drugs, black market items, etc. while they are taking stuff out. The opportunity for blackmail is apparent also. Do airline and TSA employees have to carry those see through totes or purses like retail employess? Seems they should be searched leaving their job just as well as arriving.

  • clearvocie

    The airline industry is broken. They don’t care about us. complaining is their way of getting amused. They say the do everything possible to return your luggage. They look in the bags, look for for names, addresses, phone numbers, BULL !!!!…
    A TV spot with 20/20 showed they don’t anything. All our STUFF goes to a place in Alabama called Unclaimed Luggage where it is sold.
    When 20/20 was there, they were many items with names and phone numbers clearly marked and no one ever received a call. Its clear that the airline industry is on the take and get a piece of the action.
    Hold on as it will only get worse…

  • robbed@adelphia.net

    If they TSA and baggage handlers are corrupt thieves, they could be bribed to put bombs in the luggage, we could be killed by the people we entrust to protect us.

    Rich

  • mort herman

    despair has finally reached me. i am going on my last cruise in a few weeks (instead of the usual 4 per year); i have given up flying both domestic and international (i was a first class passenger) with the exception of visits to my grandchild who lives less than a 500 mile flight (no checking of baggage).

    i am tired of the security checks, the air traffic problems, the crowds, the lack of civility of airline people, etc. etc. etc.

    i suppose if there is an emergency reason to fly i will (i hope not) but that’s it. i feel sorry for those whose business needs require them to fly. i’m thankful i’m not one of them. it is a sad time.

  • Jack Pray

    I also experienced a total loss of my luggage on an American Airlines flight from Palm Springs to La Guardia, connecting through Dallas. I checked my bags curbside in Palm Springs on August 21st, 2007 but upon arriving at La Guardia they were not on the arrival carosol. I was told there were several flights comiing in at the same time and to be patient. After waiting for almost 2 hours, still no bag. I made a claim at that time with AA and went on to my hotel in NYC. I was never contacted by AA about my luggage status. All calls that were made were originated by me. Long story short though, I submitted a claim with AA with a list of all articles in my luggage, totaling over $3,300. Exactly 5 month later, after many repeated calls to AA, I did receive a reimbursement check in the amount of $3,000, which is the total amount of liability that AA is srequired by their contract to pay. I truly believe though that had I not continually stayed in contacat with AA that I would have never received reimbursement.

  • Sono Niss

    The only way that the airlines and TSA will take action is to hold them responsible. We know that this will never happen as we have bureaucracies that, from the presidents office down, consider the US Public as nothing more than cannon fodder..to be plucked until dead…

    It has worked for them for the past 20+ years..why stop now….the Judges & Courts just play along…When will we, as the public, start peaceful marching….or..better yet..do as Lou Dobbs suggested..in the next election, vote against every standing member of both houses..throw each & everyone out of office..then start on the (un)Swival Service…

  • http://msn Cliff Woodrick

    Hi – I always use small electrical cable ties to seal my suitcases. When the TSA opens my bag as they did a couple of times, they cut off the cable ties, check the contacts, leave an official printed note ( plus once the TSA people were retired Navy as I am & left a personal note) then they resealed my bags with a different colored tie. As of date I have never had a problem and we travel by air twelve times a year both foreign and domestic.
    Have a wonderful day – Cliff

  • Richard

    The thefts are primarily committed by the baggage handlers employed by the airlines – not TSA employees. TSA checkpoints are generally well-monitored and under observation at all times (but good luck trying to get a videotape of a recorded incident!). Baggage handling areas, on the other hand, are far from the public purview.

  • robbed@flysfo.com

    On Dec. 24th departing SFO on non-stop, 2 out of 3 bags checked in early were discovered at destination hotel (with no one else handling the bags except TSA and airline) to have been opened. 1 bag with nothing missing and TSA inspection card inside; the other with no TSA card but many missing bottles and tubes of regular brand name toiletries, some new, some partially used. Bag had been completely gone through and partially-refilled by someone with time to empty several separate compartments/ pouches in the bag. Odd choice of what was stolen from bag with nothing of great invidual value. Buying replacements Christmas eve at destination cost over $40.00, but only because had to pay extortion prices at only place open. When reported to the airline the day after Christmas, was told that it was more than 24 hours so had to deal with HQ. TSA said fill out the form. I suspect airline baggage handlers at SFO but with both airline and TSA involved, both can point to the other as potentially at fault, leaving traveler with no one ultimately reponsible. I avoid checking luggage whenever possible but had too much stuff to carry on this trip. Next time, will try to cram even more in maximum-size carry on bags, hogging bin-space and slowing boarding. Merry Christmas.

  • Jeffrey Groves

    COPA airlines is just as bad. They ate chocolate bars my wife was bringing for her family in Ecuador. What was worse, they threw the wrappers back in the suitcase. Of course, numerous other items were gone, and they will do nothing about it.

  • karen

    i lost my sons very expensive electronics worth $400 and no i have nothing and also desiner perfumes worth $1500

  • Charles Lichtenwalner

    After years of coping with the inefficiencies of the baggage processes of ALL airlines, my travelling compnaion and I will only travel with an approved (TravelPro – like flight crews use) carry-on case. We just did a three-week cruise/tour of Paris-Normandy and recently a six-week train tour of Switzerland using these cases. Self-washable clothes and underwear make it very feasible. The carry-on and a small “male bag” complete all our equipment.

  • Brian

    The best advice here is to carry all of your valuables in your carry on luggage, ship it by UPS/FedEx, or leave it at home. My mom never places her jewelry in checked in luggage. So, there is nothing for the thieves to steal.

  • Candy

    While on a return Continental flight from Fort Walton Beach to Kansas City, My checked bag was opened, several things where STOLEN, the bag zipped back up, with no one the wiser. No damage to the bag to warn me things weren’t as I had left them, when I entrusted the airlines with my things. Things I had had to pay extra for Continental to check…… were missing when I retrieved my bag at baggage claim. Upon arriving home I didn’t rush to unpack. The next day I started putting things away, still not realizing I was missing things. When I started to dawn on me I couldn’t find my make up and then my jewelry I called the hotel to make sure I hadn’t left them there. This all took time so by the time I called the airlines they informed me I should have called them within 4 hrs. after receiving my bags. How can you report something your not aware of? The airlines had me complete a form that I labored over…….. they wanted receipts, places of purchase, date of purchase, descriptions of items. I sent them 25 pages of information on my possessions. I got a letter back saying because I hadn’t called within 4 hrs. they couldn’t do anything about my loose. Someone that worked for them opened my bag (that was not locked because your not suppose to lock your bags) and STOLE my things. Sorry….. nothing we can do…….we’re not responsible for everyone who handles your luggage. OK,,, so who else can I call?……. sorry ….,no one. We’re very sorry.

    TO ME THIS IS GIVING THOSE EMPLOYED AT THE AIRPORTS THE GREEN LIGHT TO STEAL WHAT EVER THEY WANT…..NOTHINGS GOING TO BE DONE ABOUT IT!!!!

    My daughter just got married, my son is in health facility that our insurance won’t pay for and my 60 year old husband can’t find a job. My things that were stolen won’t be replaced. Why can’t people have higher standards for themselves and just do what’s right …..! Don’t take things that don’t belong to you……

  • Jean

    I collect state quarters which I get in change. When I travel, I put them in a ziploc bag so they’re not weighing down my purse. I usually put the bag in my carryon, but recently on my way from Hawaii to Las Vegas I unthinkingly placed it in one of my checked bags. When I got to Las Vegas and unpacked, the bag was no where to be found. The total value of the quarters in the bag was less than $10, so the loss was certainly small, but since it was my first experience with having something stolen from my checked bag it was certainly discouraging. I am very careful about what I pack, and have been lucky in never having been the victim of theft in close to 750,000 miles of air travel, so I just chalked this one up to experience and didn’t bother to report it.

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