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Report: #170918

Report: Alaska Airlines

Reported By: (Oxnard California)

Alaska Airlines Customer Care, Alaska Airlines Central Baggage Service Stolen, Laptop was removed from checked in luggage Seattle Washington

... Laptops or anything in luggage on Alaska Airlines

1Author 10Consumer 0Employee

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Alaska Airlines

P.O. Box 68900
Seattle Washington 98168
U.S.A.
Phone: 800-654-5669
Web Address:

Category: Airline Companies

Submitted: Sunday, January 08, 2006

Last posting: Monday, November 05, 2007

While flying Alaska Airlines from DC to LAX, my laptop ($1,400) and toothbrush ($6.00) was stolen out of my locked checked luggage.

A claim was filed with Alaska Airlines and they replied that their is nothing they are going to do about it because they say that laptops are not covered according to their tarif/contract.

However, I believe they are responsible, since I checked my luggage in with them and they are responsible for until it is returned to me.

What is the most disapointing about this incident is that Alaska has not conducted any investigation. I called within hours of my flight and all the customer service could do was submit a complaint form that would be submitted to the corporate offices and that it would take about a week or so for me to get a claim form or letter.

This happened on a friday, no investigation was done. This allows their employees to do whatever they want to peoples luggage as no investions are done to claims.

Reguardless of their contracts, they are responsible for consumers luggage until it is returned. The government should protect consumers rights and not allow the airlines to hide behind their tarifs/ contracts and should be held accountable for losses.

Robert
Oxnard, California
U.S.A.

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REBUTTALS & REPLIES:

1Author 10Consumer 0Employee

Consumer Suggestion

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What were you thinking??

Steve - Bradenton (U.S.A.)

SUBMITTED: Sunday, January 08, 2006 POSTED: Sunday, January 08, 2006

Why would you ever put a laptop in checked baggage????

I have a hard time checking my luggage with only my clothes in it, as there is a good chance I will never see it again.

Consumer Comment

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You're kidding right?

R - Portland (U.S.A.)

SUBMITTED: Sunday, January 08, 2006 POSTED: Sunday, January 08, 2006

Robert, you didn't seriously check a laptop did you? But, here's some packing tips for you for your next big trip.

1. You're not allowed to lock checked baggage, you violated the contract right there. As per your contract with the airline, they have the right to use any means to open the luggage.

2. Things you should NEVER check:
a. Keys
b. Medicine
c. Expensive electronics
d. Cash, checks or credit cards (It's obvious to most but........)
e. your brain
f. Anything you want to see again

3. Things you CAN check:
a. Dirty underwear
b. Dirty socks
c. Things you don't care about (like gifts for or from relatives)

I travel over 100K miles per year, and I rarely check luggage. And when I do, it's only stuff that I don't care about losing (3a, b, & c). I never had anything missing either.

If you can't carry it on and you can't check it, consider using UPS or FEDX, that's what many travelers are doing these days anyway.

Also, I can't understand why you would check your laptop when that is one of the items the airlines encourage you to carry on as a personal item.

Can you really prove your laptop was stolen?

But the good news is that you may get a few bucks for the toothbrush.

Consumer Suggestion

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Great news Robert!,

R - Portland (U.S.A.)

SUBMITTED: Sunday, January 08, 2006 POSTED: Sunday, January 08, 2006

I went to Alaska's website. Here's all of the items Alaska WON'T cover.

I don't see toothbrushes! You'll be getting six bucks!

Here's the policy and list, I myself have never looked at this because I could pretty much figure it out, but for those who can't:

The following items are not covered for loss or damage, and excess valuation cannot be purchased. Acceptance of these articles or any similar valuables are at your own risk. Pack them in a carry-on bag if possible. Note: Medication should always be in your carry-on bag.

Antiques, heirlooms
Art objects, sculptures
Binoculars, telescopes, optical devices including eyeglasses
Business contracts, documents
Cameras, video and photographic equipment, camcorders, audio equipment, film, camera equipment, photographs
Cash, currency
Computers and related equipment
Furs
Historical artifacts
Irreplaceable books, publications, collectibles such as baseball cards
Jewelry, watches
Keys
Medication
Negotiable papers
Original manuscripts
Personal electronic devices such as compact disks and video game cartridges
Precious metals
Sales samples
Securities
Silverware

Do you have a slight notion as to why these items aren't covered?

Individual Responds

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Its still no excuse to have your personal property stolen

Robert - Oxnard (U.S.A.)

SUBMITTED: Sunday, January 08, 2006 POSTED: Sunday, January 08, 2006

First, the locks were TSA which are completely within the guidelines.

I had the laptop in my luggage because I carried on my digital camera which is worth more than the laptop and the flight was booked so I knew it was going to be crowded.

Yes, it is a lessoned learned, I now have a new laptop which is much smaller and will be easier to carry on. Though I will never fly Alaska Airlines Again!

How could you prove you had money stolen from your wallet? Your right it is hard to prove. I don't know if the TSA records the scans that go through their x-ray machines, though I am pretty sure they do. It would prove it was in my bag after being checked in.

But, that's why no investigation has or is going to happen, because it would prove that I am right and the airline wouldn't want that to happen.

I am sure that there are losers in the world that would make this up. I am a business owner and just feel that the airline should make right for their inappropriate actions. The Airlines should protect consumers by investigating complaints, however, it is easier for them to just deny responsibility and do nothing.

Individual Responds

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Lost or Damage isnt STOLEN!!!

Robert - Oxnard (U.S.A.)

SUBMITTED: Sunday, January 08, 2006 POSTED: Sunday, January 08, 2006

I understand about being lost or broken. This is not the case, it quite simply was stolen!

Someone went into my bag and removed the items for whatever reason. They should be held responsible for the illegal act of their employee(s).

They have not said anything about paying for the toothbrush either. I have submitted that in my complaint and in the other complaints I have filed about them with other services.

And they seem to not really care. I doubt I will go file a small claims for $6.00. But, then again, they would have to pay all legal fees ($20 for filing, $100 for Private Investigator to Serve them, Unknown fees they would have to pay their attorny to review the case, etc) That could be one expensive regular toothbrush...lol

It was a mistake putting my laptop into my luggage. It could have easly been damaged.

Regardless, airlines should not be allowed to create a safe haven for thefts!

Consumer Comment

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Seems To Me

Cory - San Antonio (U.S.A.)

SUBMITTED: Sunday, January 08, 2006 POSTED: Sunday, January 08, 2006

Seems to me the max any airline would cover was $400 per bag unless you bought additional coverage. In which case, they stick a big HIGH VALUE sticker on it which was kind of like a red flag, the same color as the sticker for crooks to look out for. If you've watched any of those airline shows, you'd have seen how the pitch, shove, slam and basically destroy just about every piece of checked baggage they get their hands on. The other guy is correct. THERE IS NO "LOCKED CHECKED LUGGAGE" ALLOWED ANYMORE. The government should protect consumers???? What are you thinking? There have been hundreds of TSA employees terminated for theft. That's the government you're talking about? Lord, who's going to protect us from them? This guy doesn't have a clue. But I'm glad to hear he'll get his $6 for his toothbrush. Didn't know they had $6 toothbrushes. Kind of like $1400 laptop in his luggage.

Consumer Suggestion

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I fly Alaska Airlines four times a year....

Nicole - Sitka (U.S.A.)

SUBMITTED: Monday, January 09, 2006 POSTED: Monday, January 09, 2006

I HAVE to, they are the only airline that flies out of Sitka. I *know* you are allowed TWO carry ons. One personal (your laptop is considered a personal item that can go under the seat in front of you) and one other bag (that is stored above you in the overhead compartment). This still stands as policy, even when the flight is packed (since they are the only airline, all my flights are full, as in no available seats). Something doesn't seem right with your story. Hell, I don't like Alaska Air, but at least you all aren't paying the outrageous prices Alaskans do. Why do you think Alaska Air hasn't filed bankruptcy...yet... they are making tons off us.

Anyway, NEVER check your laptop, EVER! Your camera could not have been so big that it took up the space of two bags, and if it is you need a smaller digital camera.

Consumer Comment

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Assigning blame...

Ken - Randolph (U.S.A.)

SUBMITTED: Monday, January 09, 2006 POSTED: Monday, January 09, 2006

I just wanted to point out that the theft could just have easily (and maybe even more likely) been perpetrated by a TSA employee. Alaska Air may not have any guilt in this matter at all.

TSA's record, to date, has been spotty, at best.

Consumer Comment

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Robert is right

Ken - Randolph (U.S.A.)

SUBMITTED: Monday, January 09, 2006 POSTED: Monday, January 09, 2006

He may be a little bit ill-advised to pack a laptop, but he is 100% correct that you ARE allowed to lock your suitcase, if the lock is TSA-compatible.

If Robert's suitcase was locked in this way, it casts more suspicion on the TSA screeners.

#10

Consumer Suggestion

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Report it to the TSA

Alma - Menlo Park (U.S.A.)

SUBMITTED: Monday, January 09, 2006 POSTED: Monday, January 09, 2006

I would report this issue to TSA.
They are the ones who screen, open/close baggages, not the airline employees.
Any electronic device in the checked in bag could trigger a - legal - opening. (Very often when I have small electronic gadgets in my checked in bags, I find a leaflet from TSA in my baggage informing me that they opened it.)

If it was a TSA approved lock, it makes the case even more suspicious.

#11

Consumer Suggestion

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You did what?

Not - Seattle (U.S.A.)

SUBMITTED: Thursday, April 27, 2006 POSTED: Thursday, April 27, 2006

I agree with the above responses regarding checking your laptop. Never, never, never check a fragile item. No, it's not always the baggage handlers. Once your bag is set on that baggage belt it goes through several sorters which have "Kickers". Kickers are machines that KICK or wack your bag onto the correct belt. I've gone back and watched these, they are rough.

And if you did have the TSA locks on the bags and they were locked, I would blame the TSA a lot faster than I would blame the baggage handlers. Especially since you were flying from DC where screening luggage is very intense. I'm sure they had to check out what was in your bag, and then decided they wanted it for themselves.

I'm sorry for your situation. I realize you learned your lesson already. Hopefully your experience will educate other travelers.

#12

Consumer Suggestion

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Laptops or anything in luggage on Alaska Airlines

Geoffrey - Big Lake (U.S.A.)

SUBMITTED: Monday, November 05, 2007 POSTED: Monday, November 05, 2007

This is not Alaska Airlines fault. It does not matter what is in your bag. There is no such thing as a " locked checked luggage," TSA can and does frequently open locked checked bags. I have had things go missing and the card inside says , nobody is responsible for items in the bag that are lost. If you can't take it with you, then Fed Ex it over night. I trust nothing unless I hand carry on board or ship it. Nothing can be done and it's not the fault of the airline.

Try contacting the anointed king and his band of merry billionares. Bet they will care.
Geoff