I actually had an OK experience with US Air (SFO-Barcelona, Venice-SFO). Flight crew even helped me looked for my camera when I thought I lost it on the plane. (Not that I am praising them - experience wasn't necessarily the best, but not the worst).

But, I think I am never going to trust Spirit with what I've heard about them.

Spirit Airlines. You get what you pay for. Just like USAirways. Glorified ghetto greyhound hustlers that have rape their customers in order to go in search of their next crack fix.

The airline should be held responsible, but this is why you don't want to use crappy luggage.

Too bad no one onboard would have more than 3 oz of water to put a fire out with.

But they did give us toiletries kits. It was something, at least.

United melted the handle on our baby stroller a few years ago, and paid for the replacement.

I've said many times on this blog that I'm more than willing to pay extra for good service. I can (and do) this with hotels, car services, retail stores, even automobiles. Why can't I get good service in-flight without having to resort to general aviation / chartering planes.

Spirit Airlines gave Blewitt a "Baggage Irregularity Receipt" last month at the airport. She says she hasn't heard from anyone at the airline since.

Not sure that's a bad thing...if she did hear back from them, it would probably be another one of those messages from the CEO saying "Screw them, they say they'll never fly us again...but they'll come back the next time they can save a penny on airfare" [consumerist.com]

@FLConsumer: Air travel has become a commodity, CASM is WAY above RASM, and costs must be slashed! I've found Southwest's customer service to be top notch (hence my username), and Virgin America, at least while traveling first class, has impeccable service.

"I know airlines aren't quite like hotels, with concierges and so on, but it would also be pleasant if they tried to help replace necessities right away, so that the victim doesn't end up scrambling around for the first day of what might be a short vacation making sure she has toothpaste or a hairbrush."

Actually, you raise an interesting question... Why aren't the airlines up to par on this? Not one of the majors stands out above the crowd on this. Everything else in the travel industry offers some higher level of service, complete w/concierge, but you can forget that with air travel unless you're flying private.

Could they fix it? "Offer compensation"? Probably not. I doubt it would be adequate. People don't have unlimited time off and unlimited vacations. The nicest thing they could do would be to help mitigate the cost of the now-ruined or now-aggravated vacation, perhaps by refunding some of the money for the flight. I doubt most airlines would do this, and I wouldn't expect it, but it would be nice. It would make me want to fly them again even though they screwed up.

I know airlines aren't quite like hotels, with concierges and so on, but it would also be pleasant if they tried to help replace necessities right away, so that the victim doesn't end up scrambling around for the first day of what might be a short vacation making sure she has toothpaste or a hairbrush.

It would be nice if they helped make her trip more pleasant on the way home, maybe by bumping her to business or first if she flew coach.

There probably isn't "adequate compensation", but there are things that the airline could do to make it a little bit better. They don't seem to interested in that though, based on the current response. She shouldn't have to beg-they should already feel terrible and ashamed.

I think it's pretty reasonable not to be responsible for broken wheels/handles/other things that stick out, as airlines do generally disclaim liability for. They do, of course, stick out, and are often of poor construction. That said, my current set of moderately-priced luggage with multiple-hundreds of thousands of miles on most of it (much of that towed by hand within subways and cities and such, not just air-travelled miles) has not lost any wheels or handles.

Burning your damn luggage though? I believe the traveler should have filed a complaint with the DOT and TSA (hey, they could've burned it too!) after more than, say, a week or so passed after the "Baggage Irregularity Report." If that failed to produce results, it might be time to enlist an attorney.

It does sound like the traveler, unfortunately, has not adequately harassed the airline. While it should NOT be her responsibility to harass the airline, doing so would generally produce more favorable results.

Step #2 including contacting the media to induce a story about your burned luggage is perfectly fine. However, step #2 should also include contacting relevant government agencies, and filing more official grievances with the airline.

Her bag was Hot Pink too ... lesson? Don't buy hot pink luggage XD

It turns out the bag fell off the baggage cart, and got sucked up into the wheel well and sat trapped against the tire for about an hour as the cart made it's rounds.

The United rep was very sympathetic, and said that they assumed total responsibility. He helped her inventory the damage, and promised to call her the next day to arrange for replacement.

and remember you have to pay Spirit $20.00 per bag for this outstanding service. You don't even get to take one bag free on Spirit

-Eno

Damaged Bags
If your bag is damaged, please notify a Spirit Airlines representative within 4 hours of arrival at your destination. All reports must be made in person at the airport.

Spirit Airlines is not responsible for conditions that result from normal wear and tear, or the following:

Damage to:

* Wheels, feet, zippers, extending handles
* Over-packing of the bag
* Fragile or perishable items
* Loss of external locks
* Pull or security straps
* Manufacturer's defects

Sounds like they owe her a new bag and should replace whatever was inside it.