Airline / Baggage Service

American Airlines

November 29, 2005

American Airlines

Customer Relations

4255 Amon Carter Blvd.

MD2400

Fort Worth, TX 76155-2603

Enclosures: (1) Luggage Claim ticket for flights 676 and 1978

(2) Receipt for luggage

(3 through 5) Photos of damage to luggage

Dear Sir/Madam:

I recently traveled on your airline from Burbank, California to Orlando, Florida on 08 November 2005 on flight numbers 676 and 1978. When my luggage arrived in Orlando it was damaged. I called the Orlando office that evening and reported it to the supervisor. She asked me to bring the luggage into the baggage claim office to be looked at. I told her that I could do so on 11 November and she said that would be acceptable.

I brought the piece of luggage to your baggage claims office in Orlando. The representative looked at the damage (Enclosures 3, 4 and 5) on the luggage and tried to tell me that this was considered normal wear and tear until I handed her a receipt (Enclosure 2) for the item showing it was purchased just six days prior to the flight and had never been previously used. She then took the luggage and receipt into the back office and upon return took a copy of my luggage claim ticket (Enclosure 1), flight information, and some other information. She handed me a printout of your "Conditions of Carriage" and "Customer Relations Contact" and told me to write Customer Service a letter filing a claim.

Your Conditions of Carriage states "American Airlines assumes no liability for minor damage such as scratches, scuffs, stains, dents, cuts and dirt resulting from normal wear and tear". As evidenced in Enclosures 3, 4 and 5, the luggage is torn in several places and the zipper is damaged and will soon fail. Since this luggage was brand new prior to checking it at Burbank on 08 November 2005, this damage could not be considered normal wear and tear or I would have to purchase a new piece of luggage after every 5th flight on your airline.

I purchased this luggage at the JC Penney once a year sale on 06 November 2005 at half price as indicated on the attached receipt in Enclosure 2. The replacement cost of this luggage will be the full price of the item, which is $324.75 ($300.00 plus 8.25% CA tax) since this sale is over.

If you wish to have the luggage looked at again by one of your representatives, I live about 25 miles from the Burbank airport and it could be brought there for inspection if necessary.

I look forward to your response on the above.

Sincerely,

Kevin J. Agovino