United Airlines

I was travelling from Korea to Los Angeles with a connected flight in San Francisco. Due to sudden cancellation of flight No.UA886, which is SF to LA, United Airline forced me to land at Orange County instead of Los Angeles International Airport (Flight No.UA6554). However, when I arrived at Orange County, John Wayne Airport, two of my luggage mis-located to some other place, so I had to paid for the extended ground transportation for myself about 50 miles from Orange County to downtown LA, and had to wait a day to receive my luggages. To make matters worse, when I received it one of my luggage was damaged to use properly next time. (photo of damaged handle is available upon request). I send a complaint email and receive a response below;

Dear Mr. Lee,

It is of utmost importance to us that the service extended to our
customers should be to their complete satisfaction, thus, we deeply
regret the inconvenience you experienced due to baggage mishandling.

Please be informed Mr. Lee, baggage is designed to protect its contents;
some scratches or dirt may appear despite care in normal handling.
United does not assume responsibility for damage to wet/soaked contents
or loss of protruding baggage parts such as zippers, straps, pockets,
pull handles, hanger hooks, wheels, feet, locks and oversized or
over-packed bags. For this reason we are unable to offer reimbursement
for your loss.

We are sorry that we gave you reason to be disappointed with United, and
regret that our response could not be more favorable. We are
continually working to improve our service and minimize baggage
mishandling. Situations such as this are no more acceptable to us than
they are to our guests, and I can assure you that your experience is not
typical of the standards we strive to maintain.

We appreciate you choosing us for your travels. We hope to welcome you
onboard again soon and will work to ensure that your future United
experiences are satisfactory in every respect.

Regards,

Kanika Arora
United Airlines Central Baggage Services