What It Takes To Get An Airline’s Attention Over Lost Luggage

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About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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  1. Tweeting at an airline makes one look like a fool.

    First, it’s an out of date venue. Ten years ago, Twitter was great for real time customer service. Now, response times are through the roof, and agents are hardly empowered to say anything other than “message us privately.”

    Second, there are two serious ways to get serious resolution. One way is writing to the airline’s customer relations desk (not to be confused with their customer service desk). Another way is to lean on a corporate travel agent. Neither of these methods involve Twitter.

    Third, nobody likes a complainer, even if the complaint is justified. Complaints are negativity, which is toxic, anathema to a positive life.

  2. The most effective tactic I’ve found is asking, “where do I go to report a stolen bag? My bag with a declared firearm isn’t here, and I should probably report that.” The airline response has been quite polite and effective in those cases. Less so in other instances.

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