Airlines that lose people’s bags shouldn’t be charging them for the service, says an angry passenger suing American Airlines. Danielle Covarrubias has launched a $5 million class action suit against the airline, complaining that after it lost her bag containing $800 in possessions managers refused to refund her $25 baggage fee.
“‘American Airlines is just another example of how companies have forgotten about customer service,'” said Covarrubias. “‘When American charges a fee for a baggage service it should deliver your bag, unharmed, or give you a refund.'” A spokesman for the airline said the company is reviewing the lawsuit, the first of its kind since American introduced baggage fees.