“We’re so sorry. This has never happened before.”
This was the response from a Norwegian Cruise Line (NCL) customer service agent to Lyle Larson’s complaint after the cruise line lost his family’s luggage while transferring it to their cruise ship. Larson heard it repeatedly during the cruise, along with promises that his missing luggage would arrive later that day or the next day.
It never did. Read more “Is the liability limit for a lost bag on NCL really just $100?”
When Iberia Airlines promises Susie Burton compensation for her lost luggage, she waits. And waits. And waits. Four months later, she calls our advocacy team. Can they help? Read more “It has been four months — where is my reimbursement check from Iberia?”
After Ellen Van den Broeck’s flight on Airberlin is delayed, she’s bumped to a later flight, which is also delayed. When she finally lands in Berlin, her luggage doesn’t land with her. Now what? Read more “I have sentimental items in my lost bag. Can you help me reach Airberlin?”
When Wesam Azaizeh arrives safely home, he realizes that his luggage didn’t make it. And when he seeks compensation from Airberlin, he gets multiple acknowledgments, but his claim is never paid or denied. Now what? Read more “Is Airberlin ignoring this traveler’s request?”
Erin Hill is invited to be a bridesmaid in her friend’s destination wedding in the U.S. Virgin Islands. Air traffic delays cause her to miss her original flight to St. Thomas. Sympathetic to Hill’s situation, United routes her through Miami on another carrier. Arriving in St. Thomas that same night, she can still be in the wedding the next day as planned. But Hill’s luggage doesn’t make the trip. She’s forced to borrow clothes from her friend and misses participating in the wedding. Now Hill wants a full refund. Will our advocates be able to help her get it? Read more “Why a luggage delay does not entitle you to a ticket refund”