Kristen Horabin was shocked by the state of her luggage when she arrived home at Dallas/Fort Worth International Airport. Upon returning from Tampa (TPA) on American Airlines, Horabin found her bag destroyed with rips and tears all over and broken or ripped items inside.
The worst part of the ordeal was the service Horabin received, as she said there was no explanation or empathy from the employees. She was told to file a claim and within 24 hours, American Airlines apologized and promised to send a check and travel voucher. However, the employees at the airport did not address the situation right away and instead let Kristen discover her bag without any explanation of how it came to be.
Since the ordeal, American Airlines released a statement apologizing and promising to look into the matter. However, they did not address Kristen’s concerns about the employee’s lack of communication.
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