The full story of this saga can be found here.
Oh, the stories I could tell about the many flights I’ve taken on United Airlines (and American Airlines)…enough for a multitude of posts!
By the way: In the U.S. Department of Transportation’s tally of lost, damaged, delayed or pilfered baggage in April 2009, United ranked 10th among 19 carriers, with 13,517 “baggage reports” among 4.03 million passengers.
Here’s United Airlines rules and regulations for lost and damaged baggage.
After all, United Airlines offers friendly skies….they never said anything about friendly service.

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