How I (unexpectedly) got a new bag from American Airlines


My ripped bag

In the “it pays to ask” department: After returning home late two Sundays ago  from Florida, I realized that the purple suitcase I’d checked (at the request of American Airlines, although it would have easily fit in overhead) had several prominent rips. At first, I thought “Oh well,” but later it dawned on me that I probably wouldn’t be able to use the bag any more, especially if I need to appear somewhat respectable (or ever have another business trip…).

When I looked up online the particulars for what to do about a damaged bag, I learned I was supposed to show the bag to an American Airlines person at the airport within 24 hours of my return. But the morning after I returned was not only Spring Break. A major storm on the East Coast had led to many cancelled flights, meaning the airport would be even more mobbed. The last thing I wanted to do was go to the airport and kvetch about my ripped bag.

I explained all this to the AA baggage person the following Thursday night when I happened to be picking someone up at the airport and to my surprise, she looked at my bag, and said that even though I was past the 24-hour period, she’d give me a new bag “as a courtesy.” She left for a few minutes and returned with a brand new bag and was quick to point out the features including four wheels and a 10-year warranty. I thanked her profusely and went on my merry way.

 

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