Expert: Roberto Gomes - 5/30/2008

Question
Recently, my son and I traveled to Vancouver, BC, specifically for a hockey tournament. It was a short 3-day trip. United Airlines mis-tagged my son's hockey bag and it ended up in Las Vegas. Since the main purpose of our trip was for a hockey tournament, I had to purchase a whole hockey gear set for him to play that weekend. Our luggage arrived a day after we returned home (California). I would like UA to reimburse me for the full amount since these gears are now useless to my son. The total amount I spent on the hockey gears were about $900. I've written UA and they've reimbursed me for 50% ($480+). In their letter, UA stated, that I can still keep the gear and use it in the future and since the luggage was not lost their policy is to reimburse only 50%. My luggage was delayed not due to weather or mis-routing. It was an error made by the UA attendant at the UA Check-in counter. My question is, since the UA attendant mistagged our luggage (when we receive our luggage there was a Las Vegas tag on it), shouldn't UA reimburse me 100% for this expense?

Answer
Dear Emily,

Despite the fact that both sides made a mistake, I can't discuss the position United took, first because it is out of my expertise and second because it's policy (right or wrong) can generate a lot of discussion.

My advice to you is to try to ask if they can consider to pay you the rest of the amount in travel credits or upgrade certificates for future travel. Consulting with a lawyer is another option, but in the end the legal fees will not be worth the case.

My best Regards,
R. Gomes