Take it to AKin- When the airlines lose your luggage - FOX 26 News | MyFoxHouston

Take it to AKin- When the airlines lose your luggage

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HOUSTON (FOX 26) -

For an airline passenger, few things are more frustrating than losing your luggage. In this case, the airline lost a viewer's luggage during a very important business trip. So his wife took over and took it to Akin!

"Suitcases get lost and that's ok, I mean that happens. I totally understand that," Lisa Egan said

She says what she couldn't understand were the hoops United Airlines put her through to get the situation resolved.

Early January, her husband flew to Miami for an important business meeting. He needed his fancy clothes. But they never came.

"He had to buy a suit, shirt, dressy shoes. He actually won an award so thank goodness he had stuff." she said.

Lisa called the United Airlines help number and said that during that first call she was on hold for 111 minutes.

United couldn't find the bag.

Egan said she gave up and decided to go ahead and file a lost luggage claim.

30 pages of documents later, she overnighted the packet to United.

"They said, I'm sorry we don't show we received the package. And I said well I over-nighted it, someone signed for it, I have their name and I have a tracking number."

Then they told her she needed to resubmit everything again. At that point she decided to Take it to Akin.

"That's when I contacted you. I couldn't put myself through it again. I couldn't go on hold any longer, make copies again. I was done!"

We contacted United. Finally, more than 5 weeks after this all began, United Airlines sent Egan an apology letter, a $2509 reimbursement check and $700 flight voucher.

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