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3 a.m. home invasion? No, it’s American Airlines

Posted: Friday, December 07, 2007 8:08 AM

DALLAS – I sat straight up in bed, unsure why, but knowing deep down something was terribly wrong. 

"Why am I awake?" I thought to myself. I looked at the clock: 3:10 a.m.

The sudden movement woke my wife. "What are you doing?" she asked.

"I heard something," I said. 

Before she could ask what, we both heard it again.

DING-DONG.

It was the doorbell, and this time the dogs heard it too. The house erupted into chaos.

"It’s three o’clock in the morning," my wife said. She has a flair for the obvious.

"I know," I almost shouted, while scrambling out of bed. "This can’t be good."

‘Are you Don Teague?’
I headed for the bedroom door as thoughts collided in my head: Where are the kids? Did my dad have another heart attack? Is the house on fire?

I could think of no good reason for my doorbell to ring at 3:10 in the morning. My daughters, thankfully, were asleep upstairs. 

A friend of mine was once the victim of a home invasion robbery. Two armed gunmen kicked his door down in the middle of the night … after first ringing the doorbell. He grabbed his own gun and scared the intruders away.

I, on the other hand, grabbed my pants, and struggled to put them on while stepping over the dogs that were also converging on the front door.

In retrospect, I should have at least asked, "Who is it?" But in my rising worry and panic, I simply flung the door open.

There was a woman standing there. I was glad I had pants on.

"Are you Don Teague?" she asked. She was holding a clipboard, and sitting next to her on the porch was a suitcase…MY SUITCASE. Through the fog of sleep, my mind made the connection.

"Are you kidding?"  I replied. "It’s three o’clock in the freakin’ morning."

"American Airlines," she said. "We found your bag."

This, by the way, was something I already knew. 

The airline had called me earlier in the week to inform me that my suitcase was discovered spinning wearily on a baggage carousel in Atlanta. They had somehow managed to lose it on a non-stop flight from Dallas to Colorado Springs several weeks before.

I had been forced to wear the same pair of pants for three straight days in the mountains. Coincidentally, I was wearing those same pants while staring in dumbfounded disbelief at the woman now standing at my door.

"It’s been a month," I said. "I could have waited another six hours."

"It’s been a long day," she said. "Do you want your bag?"

I signed the clipboard and took the bag.

"Thanks," I said. "You people are really into returning luggage."

She offered a tired smile, then headed to her delivery van, no doubt to scare the be-jeepers out of some other unlucky traveler. 

There are plenty of them out there. In November, The New York Times reported that U.S. airlines lost one in every 138 bags checked in the first nine months of 2007. That’s 3.4 million bags, a 17 percent increase over the same period in 2006. 

And during the holiday travel season the situation is usually even worse.  The overwhelming majority of those lost bags are eventually found and returned to their rightful owners – but still.

As I dragged my wayward suitcase toward the bedroom, I remembered reading somewhere that you’re supposed to tip the people who deliver lost luggage. 

"Too late for that," I thought. 

Instead, I stopped in the kitchen, and grabbed the box of dog treats.

"Next time," I said earnestly to the assembled canines, "wake me up before the doorbell rings."  I’m pretty sure they understood.  Either way, they got their treats.

And I got my suitcase. Better late than never.

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Comments

Continental Airlines lost my luggage about 10 years ago from Chicago to Miami when it was returned it smelled like jet fuel evrything inside my bag was ruined... there was insurance through the airline, BUT you had to have receipts for everything some of my clothes were not brand new and I had no receipt.  Needless to say I did not get reimbursed for any of my things, do to the fact the Co. made it so hard I just gave up. I still miss my favotite pair of jeans.  thanks Gwen Kulesza
Sadly, in the span of one trip, American Airlines lost my luggage twice, had it sit at the airport for hours and then proceeded to deliver it at 2 am.  They sighted a lack of drivers as the reason for the delay in the return, no doubt having them all drive around town delivering other's lost luggage.  Not the first time either.  Sad state of affairs.
RU kidding me? Who delivers lost luggage at three AM? At some point in time some unlucky returner of lost luggage will be shot & killed by some reasonbly scared, trigger-happy homeowner who will be thinking of exactly the same thing that went through your mind-someone is breaking in! Just goes to show that the airlines still don't have a clue about customer service & its guidelines!
another nightmare in this screwed country..keeping people on planes for hours on end..and now this......dam...isn't freedom wonderful......the american consumer is being held hostage..........
At least you got yours back. I took the Greyhound Bus back from Oregon to Kansas City, and they lost my suitcase. ON A BUS! How did that happen, anyway? Well, about 2 weeks later, they called and said they had found it, and I had 2 weeks to come get it. The next day, I drove to the terminal to retrieve my bag. I was told that it had been thrown out. Apparently after they called me, they put it into the wrong pile, which was bound for the dump. I never saw it again.
Thanks for the laugh... I really enjoyed reading your blog - very entertaining!
This can't be serious. Nobody in their right mind would return lost luggage at 3 AM in the morning. I would notify and inform American Airlines what that idiotic delivery person did. Surely that's not company policy.  
Customer service in the airline industry still has a long way to go.  Even when they do something right they do it wrong.
My family's luggage was lost as well. (American Airlines) We were on vacation to visit friends on Cape Cod. Need less to say our arrival airport (PVD, RI)is many miles away, but we were assured our luggage would be delivered as soon as it was found for no charge. Two days later we awoke to a downpour. Leaving in the same clothes we arrived in, we left out of the front door for breakfast. There, in the pouring rain were our soaked suitcases. We had left our cell phone numbers, and the house phone number but no one called, knocked on the door or rang the door bell. After breakfast we spent the day wringing out and drying our clothing. We asked the American Airlines people what had happened when we returned to the airport to leave. They just shrugged their shoulders and said it was the people they contract withs fault.
Not good enough, but what can you do?
a phone from AA first would help out, that they were coming.
Put the baggage handlers out of biz! Send your stuff ahead,safely,with UPS,FedX,DHL...Anyone but the baggage handlers can handle your baggage correctly!  I have actually been stopped in line with a metal detector...it was a clear plastic case,so you can see inside,and it had the brand logo.  It was the very same brand as the walk through detector!  Security stopped the package in the X-ray and held me aside...insisting they thought the battery could be a hazzardous detonator,it was to be checked instead of carry-on.  I fussed,and showed them the logo on their walk through detector is the SAME!!! Oh well-First sign of trouble! Darn... Well, it is certain that the baggage handlers tossed it about underneath the belly of the plane,I am sure of it.  Luckily,the brand was a well built one,it survived their "handling".  Though it took forever to retreive.  I prefer to avoid checking in stuff, just shipping it ahead usually ensures timely arrival without hassle.  The one time my metal detector needed to be "checked" was the last time-it takes the journey ahead of me from now on.  If the baggage handlers cannot get their act together, then professional delivery services like UPS,FedX,DHL has the upper hand.  They take good care,and ensure timely,prompt service-and they treat residential folks with respect-NOT disturbing their sleep pattern!    
Why does anyone use this airline anymore?  I don't know anyone who has flied with them who hasn't been touched by something ranging from unprofessional to grossly incompetent and life-impeding.  

This story is unbelievable, and so are the comments.  Stop flying with these losers.
The baggage delivery service in each city decides the route they take to deliver your bag.  It is usually done after the last flt of the day.  So if that flt comes in at 11:30 pm, they start their deliveries then.  The service and the airline assumes you want your bag as soon as possible.  Some delivery services will actually call, but most don't.
Any such horror stories from a mature and civilized european air carrier such as Lufthansa or KLM
abounding?
Welcome to USA!
I must be klucky. I travel quite a bit and haven t lost a bag since 1955, Because  my plane unexpectly changed the luggage didnt change with it. I think the fact that I have a mpore unique color of luggage and identifying twine on my bag at least helps to keep others from taking my bags. Pplease be more carefull on ID ing your  stuff so it can be spotted from afar, and no  black bags. Good luck.
We all heard the story(and it still sounds good) about the guy who goes up to the American Airlines counter in Boston with 2 pieces of luggage to be checked for his flight back to San Diego. He tells the person at the counter that he would like one of his bags to go to Denver and the other one to go to San Francisco. The counter person stated that they were unable to accomodate such a  request. The passenger states..."really, you were able to do it the last time I flew on American Airlines"
Now days you just have to be polite or else suffer being thrown out for either being too sexy or too much like them!!!  I believe the employee is just trying to pay their own bills, and "consumer beware!" Even the new laws reveal similar to truck drivers, if they have no flight, they don't get paid neither!  So if you are left with a cancelled flight, so is the pay for the crew!!!  and not knowing that before, assuming they'd get paid parking, paid for waiting for a delayed flight, paid meals or even a decent seat to sit in... I can see that it isn't all that sweet nor glamorous anymore to spend your holidays including Christmas and Thanksgiving, etc. on an airplane with several stops.  
Having to switch planes is a nightmare as a traveler, think about having to do so several times per day as a crew employee? and having to do so with a smile on your face with people angry at a crew member that can not control anything to begin with....
Just as briliant as those million dollar fixer uppers and the hundreds of millions of dollars salaries the CEO's are cranking out...
They brought the suitcase back personally! It would be nice if it were during the day but what happens when your not home and they leave it outside for the elements or for it to get stolen. Most people work between 6am-6pm (with travel time) so the airlines have a very small window of what would be acceptable. Geez, even then someone would probably complain that they were interupted during dinner.

Just tired of whiners
1. I enjoyed reading the lost/returned story - but I am shocked at hearing that receipts for clothing that had been contained in lost luggage must be provided ...to be reimbursed. Who in the world has those recipts? What a croc! And one of the comments say that one in 168 pieces of luggage are lost. That, too is a croc.
 Last year I was going to Hong Kong, (via Northern Airlines). I was to leave Lansing, Mi., go to Chicago, then straight to Hong Kong. First Lansing messed up my boarding pass, I did not leave Lansing untill the next day. For L.A. Calif., spent about 10 hrs. there, on to San Fran. for another 6-8 hrs. Back to Chicago. Finally to Hong Kong where airport employees said one of my bags was lost,(the big one with most of my things). Finally I got to see my wife-almost 2 days late. The bag was returned the next day. The whole trip was messed up. I can go to an Asian airport and find my way around, and have never have had trouble, or on their flights. Someone here needs to study how intelligent and efficent the Asian airports-and flights are done. At least the ones I have dealt with.  
I worked for a UPS Store for 2 years. We had more than a few business travelers come in and have at least half of what would normally be checked baggage, shipped via air service. There's nothing like a good backup plan.
I returned from Honduras in 2004and waited four and a half weeks for this airline to return my bag. I was told that the bag was located in Atlanta, had been taken to Baltimore, back to Atlanta, sent to San Antonio, then LOUISIANA, of all places. Where was the luggage finally discovered? sitting on the flightline. Forty minutes from my house in BUffalo.  
I fly 300-400,000 miles per year, and have a minimum of two bags lost per year. Almost always American Airlines. They have me as Executive Platinum, so I stoiclly absorb these indignities.

My perspective is the American populace has been allowed to atrophy. Horrible public education, low standards for the lower classes, lack of etiquette, and government's meddling in the affairs of private enterprise. America is on a steep decline, and with crooked Neo-Cons and Communist Dems coming, our only hope is to have another tea party.
If my conclusion is correct, I think AA has little control over when bags get delivered. My wife had a bag lost on our way home from Chile last year and here is what we learned of the people who delivered it to us the next evening:

1.) They were a retired couple and trying to pick up a little extra money.
2.) They were in their own vehicle.
3.) AA said they had no way to contact them in route, but the couple did have a personal cell--which they did use to call us.

It may only be like this in Kansas City, but at least for us, it seemed AA had no control over when our bags were returned to us. Once they left the airport, the drivers were more or less on their own. I'm thinking, maybe, that 3am was more of the driver's design than AA's. That's not to say the airline isn't at fault for setting up such an opaque method of managing their drivers....
I had an experience that was less than satisfying with AA as well.  The treatment I received when talking to their customer service was less than cordial and they made it out to be my fault.  Excuse me, when I gave my bag to one of their counter clerks, it should have become their problem.  Since I work in customer service as well, I let them know their skills in dealing with the public were lacking. I even asked to speak to a supervisor which got me nowhere but to another snotty voice at the other end of the line.   I also wrote a letter to the president of AA and let him know of my dissatisfaction with his employees.  I didn't get anything out of it or a response from anyone and I certainly wasn't reimbursed for my lost items.  Bottom line - I will fly another airline even if it is a few dollars more
Our family  flew on Air Canada from Vancouver to London. All of our luggage arrived, except for our son's. We were reassured at Heathrow that when it showed up they would deliver it to us. I handed them our itinerary with lodging and numbers, and we headed west to Bath in our rental van. Two days later, in the wee hours of a Somerset morning, a driver arrived at our b&b with his suitcase. He then had to turn around and head back to London at 2 a.m. It must be the policy of many or most airlines to deliver lost items regardless of the time of day!
I worked for a company in San Diego,whose Chairman,had been the Chairman of American Airways. There was so many complaints of lost luggage,he called a meeting in Miami of the luggage bosses. He arranged for their luggage to be mislayed and then chastised them for their shabby dress.Not much changed in 60 or so years.
To answer Jim's question.  It is the policy for them to deliver at anytime.  My luggage was lost (by AA) and delivered to me at the hotel that night.  But the hotel warned me that it would come in the middle of the night. (common practice) Sure enough, 2am there was a knock at the door.  

I was greatful because I didn't want to wear jeans for an important presentation the next day!!
Glad you got it back brah, and glad your friend is OK.
Reminds me of an old joke about the fellow who, while checking in his luggage for a flight to dallas asked for his big bag be sent to New York and the little bag be sent to California. The attendant said we " can't do that " to which his response was, You did it last week.  Have a great day and smile it helps.
I've never lost luggage, but on a business trip I had the wheels ripped off and the zipper broke with my white shirts hanging out the bottom dragging on the floor. (To top it off, I get that note about how my bags were picked for a random search... ARG!) What's up with these people, they answer "No" to the question "Do you give a crap" and they're automatically hired?...
Everyone seems to think it's a terrible thing to return lost luggage in the wee a.m. hours; I've had it done three times from 10 p.m. to 2 a.m., and two of the times I was very glad: I had to be out the door of the hotel by 5:15 for early meetings and the early delivery, no matter what the time, saved me. Each time delivering my luggage asap, whatever the time was the only good thing to come from the experience.
American Airlines is the biggest joke of an airline in regards to checking luggage. I flew from Orange County to New York for a 1 day business trip. They managed to lose my bag on the way there, leaving me with my suit, shirt, tie, and the flip flops that I had on to fly that day. Thankfully, I received my bag at my hotel the next morning. Unfortunately, they lost my bag again that very same day on the return flight home. At least I was fully dressed.
Regardless of the length of my stay I now travel with a simple carry on.  Nothing more.  Years ago I arrived in Paris and my luggage was lost for a week.  Air France gave me a travel kit with a razor, shaving cream, toothpaste and a toothbrush.  Aside from that, I was on my own!
Lost my luggage on Jet Blue during their "bad month" last winter.  At least their lost luggage customer service had the sense to ask if I wanted overnight or next day delivery.  As I was headed home, I told them any time in the day.  My traveling companion didn't pick that option and was woken up in the middle of the night.
I can't honestly believe that an airline would return you bags in the middle of the night as common practice?! That's just moronic, but hey; by the way they operate usually, it comes as no big surprise. Airline customers are not considered humans, but walking, talking money, that they have to manipulate to fit in the seats of the plane. THEN they loose your luggage. I'm still laughing....
what a nerve of AA to send a woman in the midle of the night,i fly no airlines but SAS.-denmark .
Last year I was sitting on a 737 as it taxied in to Nashville and watched as an American Airlines luggage train turned a sharp corner without closing the luggage bay doors, need less to say every peice of luggage on the left side fell out as the train drove away. So if you've ever wondered how luggage is lost, now you know.
I laughed out loud no less than 3 times as I read this. Coincidently, my canines are "assembled" around me as it is raining and I'm trying to avoid muddy paw prints throughout the house. At 3 am, I'd know the second someone set foot on my property as I have several amazing dogs all having been rescued from a local animal shelter.
it was wery disrespectfull to send a woman in the night.it could have waitet til morning stupid
it was wery disrespectfull to send a woman in the night.it could have waitet til morning stupid
Recently I traveled to TPE on NWA.  However may bag went to Amsterdam.  The 747's for these flights were parked next to each other and if you have seen one 747 you seen them all.  My bags did arrive three days later though.
I received one of these early morning deliveries for lost/found baggage as well.  They knocked on my door at 4:30 in the morning and scared the living daylights out of me.  Sadly however, the baggage was not even mine (I have been lucky to have never lost anything).  I spent 20 minutes trying to explain this to the individual who insisted that this 'person lived at this address' and that I should sign for it.  (This was just a month after 9/11 and I was a young female living alone)  

I called the airline the next day to complain about this and their response was pretty much tough luck.  Not even a 'sorry we messed up and woke you up'

Now when I travel, if I can't carry it on, I don't take it with me.  I would hate for someone else to wake up to my luggage!
Do you remeber the famous race car driver and aviator Eddie Rickenbacker? Mr. Rickenbacker was president of Eastern Airlines in the 1930's. Lost luggage was a problem back then as well. Mr. Rickenbacker called a meeting of all his top executives and had them fly out to the city of his choice. To make a point all the executives were victims of lost luggage. They were forced to wear the same clothes for three days while they waited for Mr. Rickenbacker to call them. When they all  finally gathered together Mr. Rickenbacker asked how they felt about living in the same clothes day after day and not having their luggage. Soon after lost luggage became much less of a problem.

Jim  
I was in a group of 10 people flying from Rome to San Antonio last month on Delta. None of us got our bags when we got to San Antonio. Delta delivered my bag at 2:45 am the next morning. Since I live in a gated comomunity the delivery guy had to call me to get in so I didn't get as big a surprise as you did.
Hey, you could always go to Scottsboro, Alabama.  That's where all of the nation's unclaimed baggage goes to be resold.  The store probably even has a website.

I go in there sometimes looking for some golf clubs I lost in 1997...
In July, US Air lost my golf clubs on the way to Orlando from Cincinnati and lost my clubs and my suitcase on the way back. I got a $300 credit though, to bad its with US Air.
When you are in a hotel at 3 a.m. and your bag catches up to you it's a welcome delivery. Do you know who delivers these bags - not the airline - these are poor contractors to the airline. that's why you tip. I've had bags delivered out of open pick-ups and old VWs.  It seems that if the airlines would total up their costs incurred in the bag finding and delivery, they could spend the same or less in improving bag handling. No wonder the airlines are a business model joke.
I work in the hotel. I'd seen airlines delivered luggages at 4am or even 5am . of course, the hotel held the luggage. but they do deliver luggages at 3 4 5 am.
A simple fix would be to deliver ASAP in the middle of the night if the flight was in teh past 1-3 days. After that there is no "Rush" to deliver the luggage that early....


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