It’s hard to imagine anything that could sour the vacation-high experienced after a beautiful, relaxing trip to Hawaii. Lost luggage? No big deal, we’ll patiently wait for it. But a hurtful, insensitive note attached to said luggage when it returns? That’s grounds to never use the airline again says a deaf Houston couple.

When the couple received their lost luggage they were horrified to find a hurtful message scrawled on the baggage delivery receipt, KRTK-TV in Houston reports.

“Please Text. Deaf and Dumb.”

Rightfully offended by the note, the couple contacted American Airlines asking for an apology and disciplinary action against the person responsible.

The couple has yet to hear from the airline personally, but KRTK did receive a statement from American officials.

While the statement does apologize to the couple, it merely calls the message “a poor choice of words.” That doesn’t seem like much of an apology.

“We apologize to [the couple]. It was clearly a very poor choice of words. We’re confident there was no ill will, but we’ll be looking into this further and will be following up with our team members at IAH and the contractor that provides our baggage delivery services.”

“That person needs to be fired,” the man’s mother tells KRTK. “The dumb one is the one who write the note.”

The couple says if they receive a sincere apology from American they would consider using the airline again.

Couple seeks apology from American Airlines after insensitive message left on luggage [KRTK-TV Houston]

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