take.it.to.the.top

So, do you remember this post?

Which was followed by this post.

All this to say that manager Beth NEVER called me back after she said she would in June. I really wasn't surprised. I think they just wanted me to quit bugging them.

The week she was supposed to call back was the first week of June when Claire was in the hospital. Then, the other girls ended up sick, and this whole matter of principle got pushed to the back burner...followed by wedding season.

So I finally decided (once crazy summer was over) that I would find someone a little higher up to contact regarding my suitcase reimbursement.

After browsing through some names online from the webpage of my airline of problem, I came to the president of the company. It specifically said something like this right under his name: "(Named Airline) has had the highest level of customer satisfaction while Mr. So-and-so has been the president."

Oh really? Let's see how this works. So, I typed my 2 1/2 page letter explaining my situation and sent it to president So-and-so. That was last week, and I recieved a call yesterday.

I talked to Greg, who is the head of baggage problems at corporate, and he was extremely apologetic and ready to send me my reimbursement right away.

He could not believe the way that our local airline had handled the situation, and I think he apologized at least four times. He was SO nice and helpful. He thought it was also insulting that our locals offered me $9 for my bag.

I was nice, he was nice, and I'm getting my reimbursement...finally! Yay! I'm so excited. It has made my day!!

So, moral of the story: Sometimes you have to take it to the top.