A woman flying from Tampa to Dallas arrived at her destination only to find her luggage shredded.
Kristen Horabin found it at baggage claim in Dallas Fort-Worth Sunday after spending a weekend in Tampa with her husband.
Her suitcase was shredded, and what was left of it was covered in black grease and toothpaste. She says she shocked at how it was handled, and she received no explanation and no empathy from American Airlines employees.
She immediately filed a claim and then got a response from the company.
American Airlines says the bag may have been caught on a piece of machinery. They are sending her a $3,500 check for the damages and a $300 travel voucher.
Horabin said next time she hopes the airline won’t just send a damaged bag through the carousel without an explanation and an apology.
Full American Airlines statement:
“We apologize for the damage that occurred to Ms. Horabin’s bag; we know how difficult it is to arrive at your final destination and a find a bag extremely damaged. Our team has received the claim, and reviewing what may have transpired during its transit. We are also in touch with Mr. Horabin directly and have resolved her claim. In 2017, American transported more than 160 million checked bags. While it extremely rare to receive a report of a broken and/or damaged bag such as this one, our team will always work with our customers directly to resolves these claims.”