Southwest Airlines: Their Reply (Part 3)

I got a reply a few weeks ago. Somehow my situation was an "exception" because they consider the damage to be akin to just losing a wheel:

Yesterday, I finally got my check for $67.49 yesterday and, once I deposit it, I will be going shopping for a new suitcase.

I am grateful for the check but I do wonder about their rules. The damage was clearly more severe than just losing a wheel. Hopefully, they change their rules and this sort of damage will automatically be covered. They claim that my bag wasn't designed to survive their equipment but are we supposed to have bags made of solid steel? How durable of luggage do we need? They say that there is an increase in damage to bags because the bags aren't durable enough but I do wonder if they are trying to force too many bags through their system. Either way, my next bag will definitely be more durable.

Part 1 Southwest Airlines and Their Lack of Customer Service
Part 2 Southwest Airlines: My Letter

Southwest Airlines: My Letter (Part 2)

I am finally mailing the letter today with all the information required. See below for the letter I'm sending:

10 May 2011

Southwest Airlines

Central Baggage Services

PO Box 36663

Dallas, Texas 75235-1663

RE: Damaged luggage on flight ****

Dear: Members of Central Baggage Services

On 23 April 2011, I returned to Portland, OR (PDX) from a trip to Las Vegas (LAS) on flight **** (please see attached receipt and ticketless itinerary). The flight went smoothly but my luggage had a gaping hole where the wheel once was.

I immediately went to the Southwest desk and received a damage report receipt (please see attached with baggage claim check). They denied my claim because they stated that it isn’t covered by the Contract of Carriage. I have now reviewed that document.

Please view the included photos to see that this is not “normal wear” by the definitions of Southwest’s Contract of Carriage under the Limitations of Liability section. The wheel was not simply removed. The gaping hole doesn’t fit under the definition of “cuts, scratches, scuffs, stains, dents, punctures, marks, and dirt”. The wheel was wrenched off and tore a gaping hole in the bottom of my bag, through metal, to the interior of the bag.

This is documented damage caused by Southwest and I would like to be compensated for the original purchase price, less depreciation, as stated in the Contract of Carriage. Southwest’s coverage of $3,300 easily covers the cost of this Embark brand luggage which is $74.99 (see attached Target advertisement). I would like to be compensated for the $74.99, less depreciation.

I would like to continue flying with Southwest and have another flight with Southwest next month but don’t have a bag. Compensation for my damaged bag will resolve this issue for me.

Thank you for your time,

Bethany

Enclosure: Receipt, ticketless itinerary, damage report with baggage claim check attached, photos of damaged bag, and copy of luggage advertisement.

Part 1 Southwest Airlines and Their Lack of Customer Service

Part 3 Southwest Airlines: Their Reply

Southwest Airlines and Their Lack of Customer Service

I went out of town for my birthday this past week. I flew Southwest. I was impressed with their ability to be on time and their decent customer service. However, when I returned to PDX, my boyfriend asked "did you realize you're missing a wheel?" I said that I hadn't and that we needed to go talk to Southwest. It just so happens that a Southwest employee was right behind us and he walked us over to their desk.

The Southwest employee, Josh, said that it isn't likely I will get anything from Southwest. Exterior damage isn't covered by their policies. He got my information and handed me a Damage Report Receipt form that essentially said that they have no intention of covering my damaged bag.
Josh even went as far to claim that if they covered all damaged bags that Southwest would be broke and I stated "well that isn't true". He admitted it was an exaggeration. I pointed out that the cost of losing a customer is a lot more than the cost of covering damaged luggage. Nothing I said swayed him and he made it clear that it is a policy that he has no control over. The Damage Report Receipt begins with:

Southwest airlines would first like to apologize for the inconvenience that this situation may have caused you. Based on the information you have provided, and in accordance with Southwest Airlines' Contract of Carriage and Company policy, it appears that Southwest Airlines is not liable for your loss. You may view Southwest Airlines' Contract of Carriage by visiting www.southwest.com...

Searching for "Contract of Carriage" on Southwest Airlines' websites led me to this pdf: http://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf

On this document, it states under Limitations of Liability (I edited it for wordiness and removed details that aren't relevant to my situation):

The liability, if any, of Carrier for damage to Checked Baggage and/or its contents, is limited to the proven amount of damage or loss, but in no event shall be greater than $3,300.00 per fare-paying Passenger...

Carrier will compensate the Passenger for reasonable, documented damages incurred as a direct result of the damage to Baggage up to the limit of liability, provided the Passenger has exercised reasonable efforts and good judgment to minimize the amount of damage. Actual value for reimbursement of damaged property shall be determined by the documented original purchase price less depreciation for prior usage.

However, if you continue reading, it states:

Normal Wear. Carrier assumes no responsibility and will not be liable for loss of or damage to protruding parts of luggage and other articles of Checked Baggage, including, but not limited to, wheels, feet, pockets, hanger hooks, pull handles, straps, zippers, locks, and security straps. Furthermore, Carrier assumes no liability for defects in Baggage manufacture or for minor damage arising from normal wear and tear, such as cuts, scratches, scuffs, stains, dents, punctures, marks, and dirt.

Does the damage look minor to? The damage isn't just to the protruding parts. The wheel isn't just gone, there is a good-sized hole where the wheel once was. I am very fortunate that no small items were in the bottom of my bag.

I've completed the first step that passengers must complete for a damage luggage claim. Josh did attach my baggage claim check to the document he printed for me. The rest of this is wordy but includes the steps that I have to take (I only edited it to shorten the document to relevant info):
 

(i) Passenger must notify Carrier of the claim and receive a Baggage report number not later than four hours after either: the arrival of the flight on which damage is alleged to have occurred or receipt of the Baggage; and,
(ii) In all cases, Passenger must submit  a written correspondence that includes the Baggage report number to the Carrier not later than 21 days after the occurrence of the event giving rise to the claim...

The Damage Receipt mentions that if I believe that the local office (i.e. Josh) made a mistake then I have 21 days to appeal it. I need to mail the Damage Receipt document, baggage claim check (Southwest attaches it to the envelope that holds your ticket), airline ticket receipt, and any other information I want to include.

On Monday, I intend to make a copy of the Damage Report Receipt, print photos of the damage, and mail it with delivery confirmation.


Part 2 Southwest Airlines: My Letter

Part 3 Southwest Airlines: Their Reply

Kickstarter - Funding for Artists

Kickstarter is an ingenious concept for funding creative projects. Artists submit a project that needs funding and Kickstarter provides the avenue for funding. An artist submits their video and project, then backers make donations and receive rewards. If the project doesn't reach its goal, then the backers pay nothing and the artist gets nothing.

Portland musician, Kelli Schaefer, reached her goal and received funding to release a full-length album.



With this artist, I am hugely biased because she is my sister. However, I know she is a talented artist and her eco-friendly stationery is of a high quality. She needs to reach her goal by Sunday night to receive funding for her new product line.




Kickstarter is a great idea and useful for artists seeking funding. It would be fantastic if they branched out to fund other, entrepreneurial projects. Entrepreneurs need to stick together and help each other out.

Job postings that aren't what they seem

In the past week, I've received numerous emails from Career Network www.career-network.com.

The first email stated:

Hello Bethany,

I have recently reviewed your resume online and believe you would make a great addition to our company.  We are currently looking to hire an individual in the Beaverton area who has previous human resources experience. If you would be interested in applying for the position please fill out the application at the link below:

Human Resources Position

The position requires that you have advanced computer skills, can communicate information in a clear and simple format and have the ability to solve problems in a timely manner.  The expected starting annual income is $35,000 and up.

Thank you,

Beth Lynch
Regional Hiring Manager

This seems like a perfectly legitimate email but I have no idea who this person is and there is no mention of the company that is hiring. The email made me wary and I googled the company name followed by the word "scam". The fact that there were numerous results made it clear something was fishy. I went back to look at the email again and noticed that below the signature (where most of us don't really look) was the following:

This is a Career Network Feature Job which acts as a job aggregator for one or more positions. Please refer to the feature job link on the application for more details.

If you look at the job posting carefully, you'll see that it is called a "feature job". What does that mean according to their terms and conditions?

Feature Jobs.  The job description appearing on the prior screen is a description of a Feature Job. A Feature Job is not an actual job. Rather, it constitutes a representative description of actual jobs contained on the Career Network's web site that you can apply for once you have completed Career Networks' Job Application. Upon completion of the Job Application screens, you will be taken to a screen that contains job descriptions of employer posted jobs, and you will be able to elect which jobs, if any, you want to apply for. You application will automatically be sent to the employer whose job is listed.

I have not determined whether there are any real job postings if I submit my application. I don't feel comfortable applying to a company that has job postings that aren't real.

How to handle layoffs: Employees

As an employee who has been laid off, I know the impact of a lay off on the bank account and emotional state. Here are tips on how to handle being laid off.

1. It's not you. In this economy, great employees are getting laid off. Do not assume that your being laid off is your fault, it isn't.
2. Don't take it personally. The economic status of the country is impacting everyone (including the people who claim that it isn't impacting them) and it isn't just you.
3. You are not your job. Men tend to take a lay off harder than women because they are more likely to intertwine their job and self worth (this is based on a study somewhere and isn't based on my opinion alone). I know my ego took a hit when I was laid off.
4. Don't burn bridges. Keep in mind that you need good references and do not burn bridges. Don't start complaining about the company or gossiping about employees. Try to keep your head held high.
5. Ask for references. Directly ask for references from your supervisor, their boss, and coworkers... or anyone else you worked with. Ask for a phone number and email address. Make sure you know their exact job title.
6. Ask for letters of recommendation. At the least, ask your direct supervisor for a letter of recommendation. They might say no but there is no harm in asking.
7. Stay connected. You don't want to lose the network you've created at the company. They might know about open positions within the industry.
8. Immediately request for unemployment. Do not assume you will immediately get a new job and end up searching for months and months without unemployment. Signing up for unemployment doesn't mean that you failed, it's just designed to help while you look for a new position.

Warmer weather? not quite

Spring isn't getting warmer. Here is some cold weather business wear.

Last cold day by This Beth featuring flare pants