We’re not the only ones confounded by US Airways disgustingly broken Lost and Found system. Randy writes:
So I lost the key to my girlfriend’s car, and have been trying to get it back. Unfortunately, the US Air lost and found system is entirely dependent on a simple web form. The web form has been inaccessible for at least a week, most likely a lot longer. Calling the lost and found just tells you to check the website. The website, (being down,) gives you an error message and tells you to call the internet help desk. They tell you to call the lost and found, which… you get the idea.
Here’s the entire angry letter I sent to customer relations. I’m still waiting to hear back….
To start the trip, I lost my car key on one of my flights (3980 from RDU to LGA or 2120 from LGA to BOS on Tuesday, June 5.) I am fully aware that this was my fault, and US Air representatives have reminded me time and time again that your company has no liability in lost item issues, but the process of trying to locate my item has been absurdly difficult and unproductive.
The ONLY way to submit a lost item claim is to use the form on the US Air website. This webpage has been inaccessible, as verified by every tech I have spoken to at the Internet Help Desk, for at least a week now. It has probably been a problem for much longer, but this is how long I’ve been checking.
Since the webpage was down, I began my 5 day long trek into phone-maze hell. The techs were able to give me a phone number for the Central Lost and Found in Phoenix. When I called, I was greeted by a recording instructing me to check the (broken) web page and submit my claim. There was no option to speak to anyone or even leave a message, and then the call disconnects.
Over the last 5 days, I have used over 500 cell phone minutes attempting to speak to anyone who could give me information on finding my lost car key. I have been hung up on repeatedly, given the same numbers over and over again, been stuck on hold for up to 20 minutes at a time, and have even had reps refuse to let me speak to supervisors.
Understandably, I am upset that I cannot even begin the process of locating my lost key, as it will cost me upwards of $400 to tow my car and get new keys programmed and cut. US Air has been incredibly unhelpful in the process of locating my property, and I have been flat out informed that this sort of thing is “pretty low on [US Air’s] list of priorities.” When the customer needs US Air the most, your company seems completely unconcerned with helping. As of this point, I have yet to talk to anyone who can be of assistance, and the website is STILL down.
Now, we only lost our iPod nano. Completely our fault for not doing the ol’ self-patdown, but we at least had to put forth the effort of filing a claim with Lost and Found. If US Airway’s system is going to be this bad, they shouldn’t even pretend like they have a Lost and Found department, they should just put up a sign that says, “Lost something? Tough shit.”
UPDATE: Just as we were about to post this, Randy forwarded another email:
I had talked to you earlier about US Air’s lost and found, and had received an almost identical email to the one you just posted. I emailed them back to inform them that the number is just a recording, etc… After 48 hours of waiting for my 2nd response, here’s what I got:
Thank you for visiting usairways.com.
Unfortunately, we receive hundreds of items left behind and even more inquiries daily. While we rely on our passengers to maintain possession of their personal property and under no circumstances accept liability for them, we do our best and are often successful reuniting missing items with their owners.
Items that are left behind may be turned in by a cleaning crew, our agents, fellow passengers or by airport personnel. It may be possible the found item was taken to the airport lost and found; therefore, you may wish to contact the airport authority to determine if this may be the case. Unclaimed items are kept at that station for 7 days, then turned over to our Central Lost and Found Department.
At this time, there is not a lost and found link or the option to leave a voice message for lost items.
Thank you for contacting US Airways.
Wow, bollocks! Guess what happens when you contact the airport lost and found and tell them you left it on the plane? They tell you to contact the airline.
Now, Gail, if there’s no web form or voicemail, then how in the bloody blue blazes is one supposed to contact the Central Lost and Found Department? Maybe only by following the instructions The Consumerist posted? — BEN POPKEN