Louis Norton-Cuffy

As a United Airlines customer, I reiterate that I am totally outraged at the consistent poor level of service that I have received by your staff and insist that someone contacts me immediately to update me on what is happening. Awaiting your response.

However, it has been approximately four days since my baggage was lost by yourselves, during which time you have failed to provide me with any tracking information so that I can keep track of the process myself. Neither, have AA staff kept me updated either by phone or by email.

My soft shell case contains, my birth certificate and other important documentation. At Dallas Fort Worth, United Airlines Staff again reassured me that my baggage would be tracked & returned within 24 hours.

However, to my dismay, I was right to have expressed concern, because I have had to complete a lost baggage report because unfortunately as feared, I was not able to retrieve my soft shell case at the airport when I disembarked at Dallas Fort Worth.

In spite of my concerns, AA staff went ahead and effectively confiscated my hand luggage, assuring me that my carry on luggage would be placed in the hold and that I would be able to retrieve these when I disembarked along with my regular luggage.

Secondly, I was not informed that I would be unable to carry onto the plane my soft shell case, my hand luggage, which was tagged by AA staff at the boarding gates. At this point, I expressed both alarm and concern because of my personal items that were contained in my case.

Firstly, I was told by AA staff that the flight would be delayed to accommodate but it was not and consequently, I was forced to run through the gates to meet the plane with minutes to spare.

I experienced a total breakdown in communications and what I consider to be a complete disregard for me as a customer. When your electronic systems failed, there seemed to be a lack of effective back up procedures in place.

Unfortunately, this promise was not upheld and what subsequently transpired can only be explained as total incompetence, which falls far short of the high level of service that one would expect from an international airline.

We were all inconvenienced and kept waiting for approximately an hour during which time we were reassured by AA staff that we were not to worry because the flight would be delayed to accommodate our baggage.