Airlines Use Loopholes To Avoid Paying For Damaged Bags

by Dave Seminara on

If an airline damages a piece of your luggage, surely they will pay to repair or replace it, right? Don’t be so sure. I’ve been very lucky over the years in checking bags but my luck ran out on a flight to Chicago from San Francisco over the weekend, when I found out that there are plenty of loopholes that airlines use to avoid paying for damaged luggage.

I prefer to travel light and bring my suitcase as a carry-on, if I can, but when I travel with my two young sons, as I did on this occasion, I tend to check my suitcase because we’re traveling with car seats, a stroller and a host of other items to keep our kids content on the flight. For me, it’s usually worth it to pay to check the bags at the curbside check-in, and I did so on Saturday.

The skycap was terrific; he actually came right to our car and wheeled our suitcases over to the counter himself. But when we arrived at O’Hare later that evening, the pull handle on my beloved Burton/Gravis suitcase was broken. I waited in line at the airline’s baggage counter and was told by a pretty young woman that I was, essentially, out of luck.”Our policy doesn’t cover protruding parts,” she said.

“Protruding parts?” I said, wondering what that included.

“Wheels, straps, pull handles, hanger hooks, nothing like this,” she said.

I appealed to her supervisor, who looked like a retired boxer.

“The suitcase is still useable,” he said, eyeing it over.

“How so?” I asked, showing him that the handle was completely broken.

“You can pick it up and carry it,” he said.

It seemed like a preposterous suggestion. Carry a suitcase through the airport? I think that Bernard D. Sadow invented the rolling suitcase back in 1970 precisely to relieve people of that burden, but technically the supervisor was right. He told me that I could send a complaint to the airline’s customer relations department but I know from past experience that doing that is typically the equivalent of urinating into a wind gust.

Many airlines apparently have the same policy regarding “protruding” baggage parts. (Though one airline apparently gave this writer a credit for their checked bag fee after they made a fuss.) The sheet that the airline gave me has a laundry list of items or for which it won’t assume liability. Here are some examples:

-Overpacked (zipper or seam damage)
-Damage resulting from TSA inspection
-Sports item not packed in hard-sided case
-Infant/child restraint devices, including car seats and stroller
-Photographic equipment, computers, any other electronic equipment, jewelry, cash, documents, furs, antiques, liquids, medicines, art or any other valuable items.

So forget about trying to tell them that you packed a Van Gogh, an original copy of the Magna Carta or a $50,000 mink coat. If you take a look at my suitcase in the photo above, you can probably tell that it isn’t very valuable, and in fact, I’ve gotten years of great use out if it. I should probably just get a new one, right? Maybe so, but I develop a strong attachment to a good piece of luggage. That bag has been my travel companion on dozens of memorable trips all over the world. I’m not quite ready to say goodbye.

I thought about trying to super glue or duct tape it, but now my plan is to bring the suitcase with me, broken protruding pull handle and all, the next time I travel to a developing country. I’m afraid that fixing things has become a lost art here in our disposable society but in some places, cheap fix-it people still exist and thrive. My suitcase will live to travel another day. But I think I’ll carry my bag on board with me next time, because in its weak and fragile state, it needs me now more than ever.

UPDATE, 5/22/2013: I sent a complaint e-mail to this airline and ten days later received a $150 voucher toward a future purchase with this airline. Not quite as good as money to repair or replace the bag, but not bad at all. The moral of the story is that even if they tell you at the airport that they aren’t liable for your damaged bag, it’s worth it to follow up with a complaint.

[Photo credit: Dave Seminara]

Women Take To The Sky: Infographic Details 80 Years Of Flight Milestones

by McLean Robbins on

The infographic below showcases the history of the flight attendant. Eighty years ago, American Airlines introduced the first female flight attendants to the sky, and the graphic below illustrates exactly how much has changed in the past 80 years. From adding the first Male flight attendants to adding (and removing) hot meals from economy class to making sure health and safety devices like AEDs are a standard on each plane, this graphic showcases just how much flying has changed since the days of the Wright Brothers.

Flight Attendant Humiliates Breast-Pumping Mom

by Libby Zay on

Dawnella Brahos is claiming a flight attendant publicly humiliated her by not letting her use a breast pump aboard an American Airlines flight earlier this month. According to the mother, she was flying between Minneapolis and Chicago when the flight attendant denied usage, and the attendant even went so far as to claim Brahos was “making up” the fact that she had used the pump on previous legs of the trip on her way back from California.

“She was speaking in a loud voice, reading a page from a manual and adamant that because it was not pre-approved medical equipment I could not use the pump at my seat,” Brahos told NBC News.

The mother is particularly angry because she spent hours researching logistical issues, such as what planes had electrical outlets, and talking on the phone with airline representatives to ensure the device was allowed onboard. She and her husband even forked out extra money to make sure they’d be seated next to each other so a stranger wouldn’t have to be next to her when she used the device.

Brahos received a $100 voucher at the airport after she complained about her treatment, and is planning to file a formal complaint because she wants the airline “to let moms do what they need to do.”

[Photo credit: Pumpman2 / Wikimedia Commons]

Cockpit Chronicles: The iPad Flight Bag Is Finally Here (Video)

by Kent Wien on

The long awaited, previously announced iPad Electronic Flight Bag (EFB) has finally been approved for most of our airplanes at the company. In fact, we’re the first U.S. airline to receive FAA approval for the use of the iPad as a replacement for all of our paper Jeppesen approach plates.

The process started in 2007 when we were allowed to use laptops to hold our company manuals. This meant we could leave three to four manuals at home that weighed about ten pounds. When the iPad came on the scene, we were allowed to use it as an alternative to the laptop. That left only our “Jepps,” two to three large manuals that weighed even more than the company books, for us to lug around.

Some airlines went a different route, investing in a built-in laptop solution called a Class II EFB that included Jepp support. This 2009 cockpit video by Gadling shows how Virgin America deployed that solution.

Later, our company worked with Jeppesen and the FAA to offer an iPad that would be provided to every pilot and a RAM mount that stays in the aircraft. In addition, the company also provided us with a Hypermac backup battery that’s capable of extending the life of the iPad for an additional 24 hours.

Since both pilots will be carrying an iPad, coupled with the extended batteries, the FAA feels this is as redundant as the regular manuals.

A few weeks ago we saw our first mounts in our MD-80, so I felt a video tour might explain how the setup works and just what it replaces.

So far American has approval for the 777, 737, MD-80 and is just awaiting approval for the 757/767 fleet. Hopefully, this will be just in time for my return to that airplane, as once you use this setup, you won’t want to go back to the paper.

To get that approval, American had to have the iPad tested in a hypobaric chamber to simulate how the device would handle during a rapid decompression. They also had to arrange for mount testing with the FAA, which is ironic since our manuals weigh far more than the iPad and aren’t secured in place. Many takeoffs have resulted in a book or two sliding off the side table and onto the floor.

Next up on the list are the reams of dot matrix printed paperwork we take with us on the flights that I covered in a previous video. Once that is accomplished, and weather is incorporated into the iPad, we can finally claim to be flying in the seemingly mythical “paperless cockpit” that has long been the goal since sometime just after the Wright Brothers took to the air and discovered how difficult it was to fold up their maps in the open cockpit.

[Photo/Video credit: Kent Wien]

Related: “Cockpit Chronicles: Paper Makes an Airplane Fly”

“Cockpit Chronicles” takes you along on some of Kent’s trips as a captain co-pilot on the MD-80 757 and 767 based in New York. Have any questions for Kent? Check out the “Cockpit Chronicles” Facebook page or follow Kent on Twitter @veryjr.

Everything You Need To Know About Flying With An Infant Turning 2

by Meg Nesterov on

After flying with an infant to over a dozen countries and on nearly 50 flights in her 20 months, I figured I pretty much have baby travel down to a science, as much as you can call it “science” when dealing with a person who is often unpredictable and doesn’t respond to reason. While each flight gets more challenging, I’m relishing this travel time before she has opinions on where to go and what to do, and while our baggage allowance has grown, our travel style hasn’t changed much since having a baby. As her second birthday looms in July, I’m preparing for the biggest change to our travel style: having to pay full fare for her tickets as she “graduates” from infant fare. The FAA requires that all children over the age of 2 secure full fare and sit in their own seat, while babies under 2 can fly free domestically and at a fraction of the adult fare (usually 10%) internationally if they sit in a parent’s lap. So what happens if you take a trip to celebrate your child’s second birthday and they turn 2 before your return? Do you have to buy a ticket for the whole trip, just the return, or try to sneak under the wire (don’t do that)? We asked airlines for their policy on flying with a baby turning 2.

Note: These policies ONLY apply for the situation of flying with an infant under 24 months one-way and over 24 months on the return. Unless otherwise noted, a child age 2 or over for all legs of the trip will pay regular fare.Air New Zealand – Flying with the Kiwi carrier over a birthday will mean you will need to purchase a child fare (where available) for the entire journey, 75-80% of adult fare for economy tickets. Air New Zealand offers a variety of kid activities and meals, and we think the Skycouch option is perfect for young families.

American Airlines – Here’s one policy we hope new partner US Airways will honor: children turning 2 on their trip will get a free ride home with American Airlines. You will generally pay taxes and/or a portion of the adult fare for international trips, call reservations for details.

British Airways – One of the few airlines that make their policies clear on the website (they also tell you what to do when you are booking for a child who isn’t yet born!), British Airways will offer a free return for a child turning 2. More reasons to fly British: discounted child fares, families board early, you can “pool” all of your frequent flier miles on a household account, and special meals, entertainment and activity packs (ages 3 and up) are available on board for children.

Cathay Pacific – If your baby turns 2 in Hong Kong or another Cathay destination, you’ll pay a discounted child’s fare for the return only. Note that some flights might require a provided safety seat instead of your own car seat, but all flights provide infant and child meals, and “Junior VIPs” age three-six get a special activity pack.

Delta – Delta (along with partners Air France and KLM) requires you to purchase a ticket for the entire trip if your infant will turn 2 at any time before return. The good news is that on certain international routes, discounted children’s fares may be available, call reservations for details.

JetBlue – I’ve found JetBlue to be one of the most baby-friendly airlines, thanks to the free first checked bag, liberal stroller gate-check policy and early boarding for families with young children. Of course, the live TV and snacks don’t hurt either (my daughter likes the animal crackers, while I get the blue potato chips). Kids celebrating a second birthday before flying home on JetBlue will pay a one-way fare. You can book the one-way online, but should call reservations to make sure the reservation is linked to the whole family.

Lufthansa – A child fare (about 75% of adult fare) is applicable for the entire trip. The German airline is especially kid-friendly: the main website has a lot of useful information about flying with children, including how to pass time at the airport and ideas for games to play on board, and a special JetFriends kid’s club website for children and teens. On the plane, they provide baby food, snacks, and toys, a chef-designed children’s menu and special amenity kits in premium class. A nice additional extra for a parent traveling alone with a kid: Lufthansa has a family guide service to help navigate the airports in Frankfurt and Munich.

Qantas – For flights to and around down under, the child’s age at departure is used to calculate the fare, so the infant fare is honored on the return. Qantas offers meals for all young passengers, limited baby supplies and entertainment and kits on board for kids over three. On the website, kids can also download some fun activities and learn about planes.

Singapore Airlines – Good news for families flying on one of the world’s best airlines: if your child turns 2 during the journey, Singapore will provide a seat without charge. Once they graduate from infant fare, they pay 75% of adult fare. Singapore also offers a limited selection of “baby amenities,” such as diapers and bottles, and children flying on business class or higher tickets can choose from special kids’ meals.

United – A United rep declined to clarify their policy for this specific case, only emphasizing that any child 2 or older is required to purchase a seat. Assume you will pay at least one-way full-fare.

Virgin Atlantic – Virgin charges an infant fare for the whole journey, but the new 2-year-old will have their own special seat on the return. One of the world’s coolest airlines is also pretty cool for the small set, with free backpacks full of diversions (on flights from the UK), dedicated entertainment and meals.

With all the airlines above, Junior can start accruing frequent flier miles when he turns 2. Hoping to book the whole trip with miles? In general, you’ll spend the same number of miles for your child as your own seat, while lap infants traveling on miles will pay taxes and/or a fraction of the full-adult fare (this can get pretty pricey if you are flying in premium class).

Now where to plan that birthday trip?

For tips on getting through the actual flights, check out our guides to flying with a baby, winter and holiday travel with a baby, traveling abroad, and more in the Knocked Up Abroad series.

[Photo credit: Instagram KnockedUpAbroad/Meg Nesterov]