American Airlines apologizes to passenger for the ‘fragmented’ case, missing items

An American Airlines passenger arrived at her destination and received a shredded bag with the half of her possessions missing, ” she said.


An American Airlines passenger was quite a shock when they arrived at the airport of Dallas/Fort Worth Airport on Sunday after a weekend away in Florida.

Kristen Horabin and her husband had checked their bags for the flight back to Texas after a weekend trip to Tampa.

Once we arrived at DFW, Horabin’s man’s suitcase came off the baggage carousel, Horabin told WFAA, but not hers.

“We waited and waited and waited and my bag was piece,” Horabin said WFAA. “And then the woman behind the counter said, ‘Oh, maybe that’s your bag over there.’ I look over, and it is my stuff heaped in a bin and half of them are destroyed, and most of them are missing.”


Horabin said her bag was in a plastic container in a different carousel and were torn to shreds.

“The suitcase was shredded,” Kristen told the news outlet. “Most of the clothes left were shredded, and what was left was covered with black grease and toothpaste. There was a lot of toothpaste – exploded on what the impact was there.”

“I would say that about 50 percent of my belongings were gone,” she added.

According to WFAA, in the bin with the bag was a broken hair dryer, some torn and worn out clothes and two wrong shoes.

“It’s just stuff. Stuff can be replaced. It was really just more the shocking way it was handled,” she told WFAA.

Horabin said she got her ruined bag without a statement from American Airlines.

“I think that I find so appalling is that, after it happened, someone collected what was left of my bag and my stuff and put them in the trash and sent him on his way,” she said. “The bag only for a moment on the carousel with my possessions destroyed, or the half of my possessions destroyed, was hoping to be at the top.”

An American Airlines spokesman confirmed to Fox News that Horabin was instructed to immediately file a claim over the incident, which she did.

Within 24 hours of its report, American Airlines reached Horabin and apologized and told her that she could send her a $3,500 check for the damages and a $300 travel voucher, WFAA reported.

“We apologize for the damage that occurred to Mrs Horabin in the bag; we know how difficult it is to arrive at your final destination and you do a search of a bag extremely damaged. Our team has received, the claim, and see what may have happened during the transit. We are also in contact with Mr. Horabin directly and resolved her claim. In 2017, American carried more than 160 million checked bags. Although it is very rare to receive a report of a broken and/or damaged bag, as this, our team will always work with our customers directly to resolves these claims, ” American Airlines said in a statement to Fox News.

According to the spokesman of the airline, the incident is currently being investigated. It seems the bag may be accidentally caught on a piece of the machine during travel.


Horabin told WFAA that she hopes the airline will consider to be more communicative with the passengers at this kind of events to happen, instead of just sending a damaged bag in the carousel.

“Send someone to say, you know, there is something happened with your personal belongings and we’ re sorry,” she said. “And I really honestly would have walked away and counted it as an unfortunate accident. I hope in the future that happens for other passengers.”

Alexandra Deabler is a Lifestyle writer and editor for Fox News.

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