On a flight from Philadelphia to New York my girlfriend was asked, as she boarded the plane, to "check" her carry on bag and put it below the plane because there was no longer any room in the bins in the cabin. When she arrived in NYC she was asked to retrieve her bag at baggage claim. Once it was apparent her bag was not showing up, the baggage department said that her bag would be delivered to her the next day. When she received her bag, her laptop was missing. Katy filed a complaint and received this letter.
Katy ended up losing thousands of photos that she had failed to backup (she won't make that mistake again). The laptop itself was not very valuable but that isn't the point. The point is that US Airways forced Katy to check a bag but will not guarantee the safety of anything inside. Sure, a laptop, phone, or jewelry, is easy to remove from a carry on bag (and she should have remembered to do that) but what if your carry on bag is full of camera equipment?
How can we travel safely with photography equipment?
I travel everywhere with a ThinkTank Airport Security V 2.0 roller bag filled with over $10,000 of camera equipment. On my back I carry a Lowepro Trekker 400 with more cameras, lenses, a laptop, and an iPad. I can always fit the backpack under the seat in a jam but about 20% of the time I am forced to check my roller bag because either the bins are too small or already full before I get on the plane. I cannot "remove fragile or valuable items" because the whole bag is full of fragile and valuable items.
So what are photographers supposed to do when we fly with gear? You aren't supposed to check it, but the airlines may force you to. I'm just waiting for the day when my roller bag full of photography gear never shows up at baggage claim, and apparently US Airways will not cover my loss.
I believe that US Airways should make a couple very simple changes. First, if you are forced to check a carry on bag, you should be given your bag back as soon as you land. Second, if they can't do this they should be willing to pay for damaged or stolen items. Do the right thing US Airways and replace Katy's laptop.
i cant see the letter?
Well said. I, along with most every other photographer, do everything I can to not door check my bag, but sometimes can't do anything about it. I feel bad for Katy, and yes US Airways should replace her laptop at the very least.
If only the government and TSA surveilled their own as closely as they surveilled you, it might even be possible to determine where the loss occurred.
But as it's explained in the paper, it's almost impossible. Plus if it was stolen, they probably stole it where there are no cameras, no admins or no security. Go google the video that guy did of the "baggage cam" and you can see all that the baggage goes through, not "simple"
Very irresponsible air company. We'll ensure we NEVER flight with them.
Thanks for posting. US Airways should guarantee your baggage, as many other companies do.
This deserves to be spread. Unfortunately that's the way some companies take REAL care of their customers...
US Airways sucks. I used them once and it was such a horrible experience that I refuse to use them again. I hope they go under.
If you have a child they will gate-check your stroller and it will be returned to you as you disembark the plane. That is what should ALWAYS happen with carry-ons you are made to check because that way the airline assure a greater level of security. Only the gate and ground staff at the terminal will handle your bag. The problem would be solved with that simple step and by implementing a service that is already in place and widely used.
To quote David Lo Pan, "No pathetic excuses."
A TSA person was recently accused of stealing an iPad. Maybe TSA stole it.
I think I remember Scott Bourne once saying something about packing a race starting pistol in your locked luggage and declare it at the luggage counter. They will be forced to call over security and have you open your bag and show them the firearm. Then they will ask you to relock your bag and it will be given special attention so as to not lose the firearm during transport.
Scott Bourne is an idiot.
http://lifehacker.com/5448014/pack-a-gun-to-protect-valuables-from-airli...
Hah, maybe this is the answer. More guns.
Oh, I stand corrected. If LifeHacker says so, then Scott Bourne must be a genius. Go ahead and give this a try and let us know how it works out for you.
Having flown with actual firearms, not just race pistols, this really is a good idea. The only downside is the fact that to transport a firearm, the "bag" must meet certain standards to fly. Basically you're looking at getting a pelican case, or at least one built similarly.
You declare the firearm to the check in counter and fill out a form. They look to make sure the case meets the standards and is properly locked... Note: the lock must not be one of those cheapo crappy "tsa" certified locks, which is a good thing. Then they tell you to wait by the counter area for a few minutes in case they need you to open the case for inspection. I have never had to open up the case for them, however it does happen.
Once that is done, you board your flight and pick up your luggage as usual. Definitely the safest way to fly in the US, just keep in mind this probably won't work for international travel.
Moronic anti-gun peeps aside, I've heard a about this trick before and apparently it works very well. In my opinion, it's a BRILLIANT idea for keeping your checked gear secure from nosy TSA agents etc...
I hate US Airways and will never fly with them again. We were on our way back from Miami and were forced to gate check our bag (we had one bag between four people) because there was no room. We got onto the plane and all the bins were either empty or only half full
i know the situation sucks, and US Airways does suck for not stepping up...but this just goes to show that $600-800 a year (plus a deductible) to insure all your gear, is worth it in the event that $10k worth of stuff gets lost/stolen...
Um, you may want to consider blacking out the name of the recipient where it appears in the last paragraph as well as at the top. :)
Ya, I saw that. I'm not too worried about it. Just didn't want her address public.
Ask for a written guarantee that nothing will happen to your luggage if you are asked to gate check luggage that you are entitled to take on board. Every airline that I've asked for a written guarantee from, has backed down and allowed my gear to be taken on board.
TSA say you are allowed a normal carry on size bag and an additional one of photographic equipment. Carry a copy of the TSA rules / airline rules and never have a hassle.
If space is such a premium in overhead bins etc, the airline will usually ask for someone else to have their bag moved to the luggage hold, or under a seat.
Just to play devil's advocate here, it really may not be US Airways fault (and no, I don't work for them) Baggage is handled first by the airline, then by the airport staff, and the TSA. They are very different crews and people, and there is really no way to know where the bag disappeared.
From US Airways perspective, the bag may have been taken off with all the others, put into the airport's "system" and stolen from there. They should bring gate-checked bags back up the stairs when you land, you're absolutely right about that.
Short of that, they can;t exactly go around buying everyone that says they had a bad with a laptop in it but now don't a new laptop, as there is no way to verify there is even anything missing...
It's a crappy situation all around. I don't fly US because I think they just suck in general, and never end up being the most economical flight anyway.
All you can do is chalk it up to live and learn, and hopefully your experience helps others.
I agree. Perhaps a US Air employee wasn't the one who took it. And Katy could have simply removed the laptop from the bag but she forgot. The bigger issue that I see is that US Air can force you to check a bag that could be filled with anything of value and they don't want to be responsible for it. But if I no longer have it in my possession, I can't be responsible for it either.
If you put something of value in a bag and check it purposefully that is one thing but if an airline forces you to check it, as you are boarding the plane, that is another story in my opinion.
Yeah, I agree. On Southwest if they have to gate-check it they always return it right when you exit...seems like making that the policy would make this much less likely to happen.
Another thing, if you've got something you just can't afford to risk checking, is to whip out your wallet and offer someone a hundred bucks to let you put your bag in their spot....I bet you'd get a taker on any flight.
$100 last minute insurance is better than nothing.
i'll post this article to facebook in hopes it goes viral. retribution & bad publicity are a motherfucker.
Agree, tagging US Airways over and over in Twitter is something they can't stop and a lot of times gets their attention fast! That and contacting a consumer advocate group to see if they will push it helps to.
Horrible!
Thanks for sharing as I had no idea they would avoid assuming liability. I've had to check my carry on sometimes as well and have never been told I'm doing so at my own risk! You pay for their services and ieven if they sub-contract out the service ,they should still provide customer service the same way any other company would!
Just ONE MORE reason I will NEVER fly on the airline...
Reposted this on G+
The flight attendants once tried to coerce me into placing my bags in the belly of the plane until I 'explained' that I had several thousand dollars worth of photography gear and I wanted to know, in writing, that they would be personally liable for any damages or loss incurred... They managed to make some room by removing some of the oversized bags that others had placed in overhead bins before me.
Since then, I have committed to carrying my gear in a bag small enough to fit underneath the seat in front of me so that I would not have an issue.
1. I'm really sorry this happened to you. It's awful.
2. Your boyfriend is a photographer and you don't have your photos backed up? For shame...
We will be traveling to Ecuador later this year, and will be taking a 27" iMac (we will be there for 6 months). I asked on GringoTree.com about experiences shipping computers, since it will be way too big for carry-on.
I got quite a few responses, including one from a TSA agent. The consensus was to have the box shrink-wrapped at the airport. That pretty much prevents anyone from opening it enroute. Short of stealing the entire box (which is obviously still possible), the box is then assured of arriving with all contents intact.
That's exactly what happened to me. The ticket counter employee wrapped and tagged as fragile my equipment, then said 'I'm delivering this to the TSA myself so they don't freak out.'. Then he walked out the door. The airport cop SUPPORTED the thief saying it would be on the plane. I asked the stewardess to make sure it was loaded. That idiot came back and said yes it did. Got to my destination only to find out it never made it PAST the ticket counter. The dude who walked out with MY EQUIPMENT. As far as I care, I will own this guy until the day he dies if I ever see him again.
Plus United refused to admit responsibility. They just kept transferring me to their India based 'support' center, people who couldn't speak English half as well as I could speak German after studying it for three months.
I will never fly united again. Even if the army tries and books a flight on them, I WILL CHANGE IT!
Sorry to hear Katy's laptop went MIA. It seems airlines will do whatever it takes to insulate themselves from lost baggage.
I've even read articles about baggage manages who are tasked by their airlines to everything in their power to avoid paying out lost baggage claims. A photographer friend of mine lost a body and a 400/2.8 lens to shoddy gate checking and baggage handling. I believe there should be a uniform policy that allows you to claim ANY gate checked item immediately after disembarking from them plane.
Personally, I usually choose to fly an airline that traditionally uses at least a mid-sized aircraft, such as a Boeing 737, as their overhead bins are larger to carry my big camera bags. JetBlue and Southwest are good examples of this. The big plate carriers, such as US Airways, United and the like usually subcontract with regional carriers that tend to use puddle-jumpers and regional jets, usually forcing a flying photog to gate check a camera bag. If airlines really cared about their costumers, they would make so much more of an effort to take care of their customers.
I really hope you guys find a decent resolution to the missing laptop.
And as much as I hate favoritism, especially when it comes to who has the most expensive stuff, I really feel like gate checking should be prioritized that way. Plus, it's not just expensive, it's necessary stuff. The bottom line is that 98% of the carry-ons in any plane are just clothes, maybe a laptop, personal items, nothing of major consequence or tremendous value. If it got lost, it would be a PITA for the owner, but nothing horrendous. But as a working photographer or filmmaker, not only are you travelling with 10, 20, 50 thousand dollars of equipment, but if you're on your way to an assignment and it's gets lost, you're completely f'ed, and so is your client and your reputation. Gear insurance doesn't mean jack when you're on location, on an assignment, and you have no gear.
SUE THEM. A United employee stole some computer equipment from me in 2007. They refused to replace it. As far as I care, the next time I travel to O'hare, if I see this fool, he's coming with me and will work as my slave for the rest of his soon to be short life for stealing from me. Bringing slavery back for theft, when I finally free him I'm cutting his hands off.
love south west if your willing to pay a little extra money to bored in one of the first groups with the cattle call you will have a spot in the over head area if not and they make you cheek your bag at the gate on all the flights that i have been on once you land they are unloaded at the gate
Sorry to hear about this ... a very similar incident happened to me where I also lost a computer flying with SAS. My advice is to get a lawyer involved. No matter what the airline claims they are liable or not liable for, there is an option for the traveller to get up to 1000 SDRs (check out the "Montreal Convention" rights for airline passengers) It may not cover the entire cost of replacement but at least it is something.
US Air forced me to check my camera backpack recently. It wasn't capable of locking, and its padding was sub-par. Yes, they too made it go through baggage claim which had me fuming. Luckily everything made it okay. What really irked me is that it would have fit (snug) under the seat in front of me and it was only a 2 hour flight. Since then, I ordered a pelican case and spent the extra $20 to check it. More gear, safer... or the perception of safety.
I would honestly take them to small claims court! This is total BS!
It is true that a bag goes through a lot of hands at airports and the airline is not in control all the time. Still, if they force one to check the bag they must, ethically, be responsible for it. If nothing else, they should insure it gratis. If they have no financial responsibility then they will not feel the pressure to adequately monitor the bag handling. Does anyone have a list of which, if any, airlines take responsibility? I will travel with them.
well, if we were able to elect ppl who were not sold to corporations, the law would state that THE AIRLINE will be responsible for EVERYTHING they carry!
The law lets them get away with lots of crap. We need to get that changed.
All airlines are the same. I have a similar experience with all
Sorry for the loss.
Join the club. As a quarter of a million miles flown with US Airways (formerly America West) have over time been responsible and taken..
- 70-200 2.8 VR I Nikkor
- 2 D2xs Bodies
- Assorted Oakley Gear
- T60p ThinkPad
and other trinkets pack inside my checked baggage. ALL without any liability. I too have had many letters such as this from U S Airways and everytime they sau the same thing. ' Sorry about your luck '
Of course I've had insurance of some sort or another for certain items. But this also means I have to make the claim, pay the deductible, and have those claims on my record. Now for the obvious question ' why continue to fly US Air? '... I was contracted to by employment.
I'd rather grow wings and fly myself than check anything with value on this airline.
On a related side note I've often thought that laptop manufactures should have a quick release mechanism for the internal hard drive like they do for the battery or DVD drive. Just think no space on-board so you quickly remove the hard drive containing all your important data and put it in your pocket. The same would apply when staying at a (dodgy) hotel, take out the hard drive when you leave the room without hauling your laptop to dine out.
Sadly the future hasn't arrived in time to save your girlfriend's data.
And this, ladies and gentlemen, is why I NEVER pack essential gear in an overhead compartment bag. This is exactly why I love love LOVE my Tenba Messenger bag. It holds a 15/17" macbook, up to two (grip-less) DSLR bodies, 2 large lenses plus maybe one small one and a flash or two, ....AND IT FITS UNDER THE SEAT!
I've lost count of how many times I've had to fly for out-of-state weddings, and the flight is so packed that I have to check my overhead luggage. Either for those tiny "connection" flights that my wife calls "flying pencils", ...or just for an over-booked lay-over flight where you're running to catch your connection and you're the last person on a 100% full flight.
My overhead bag is now relegated to just "junk". The few random lenses & gear I could stand to lose and still get the job done, (fisheye, macro, backup crop-sensor bodies etc) ...and then just spare batteries, chargers, hoods, etc. Basically, the stuff that might still have value, but the stupid TSA agents don't think about stealing.
I don't know if there are any Kevin & Bean fans in the house, (the KROQ morning show) ...but I remember one time when they were talking about this, and TSA agents started calling in and saying yeah, they just take whatever they want from people's bags, and totally get away with it. I forget the exact number but I'm pretty sure that the shocking news was that MILLIONS of dollars worth of electronics get "confiscated" from checked luggage every year. Maybe I'm totally off-base on that one, but I specifically remember a Kevin & Bean show where people were at least CLAIMING that this was the case.
Good luck traveling,
=Matt=
BTW yes, it sucks to have to carry ~25 lbs of gear in a less secure, less padded shoulder bag compared to that nice shiny pelican or other overhead bag. But it's not that bad, I just rest my Tenba Messenger bag on the rolling bag anyways for long walks through the airport. Then when I get to the gate, I put the Tenba Messenger bag on my shoulder, and nobody has ever hassled me about it. (Even though at ~25 lbs it's probably WAY over the "personal item" limit lol...) The trick is just that it looks so small, people don't think twice about how much gear it could be carrying. The Tenba Messenger bag just looks like any other cheap laptop bag, which is why I like it.
Travel safe,
=Matt=
And they have the oldest planes in history...
/Stefan
Well a lesson to us all to have a bunch of inexpensive padlocks in our carry-on luggage, just in case.
On my way to Maui to do a wedding for friends, US Airways made me check in my luggage at the door too, upon arrival, I had a cracked screen. Yup they wrecked my nice 17" MacPro. Pissed!!!! I filled complaint, calls, had the entire wedding party call (40 of us... haha), you name it. All I got was a middle finger and bad onboard service from fat chicks and old trolls. Luckily, the laptop still worked but its still a $400 fix for the screen even at cost. So sorry to hear about Katy's luck. Thats bullshit.
Similar situation happened to a friend of mine on American Airlines. He had his camera in a checked bag that he put a padlock on to keep his gear safe. When he checked the back TSA asked him to remove the padlock to check the contents, but they wouldn't allow him to put it back on to lock his bag. His bag was checked and when he arrived at his destination his camera was gone.