It was the free roaming wildlife, beautiful scenery and the salmon fishing that first drew John and Elaina Balser of Valparaiso, Indiana, to travel to Alaska.
“It’s like no other place in the lower 48” says Elaina. Adds John, “I’m an outdoorsman and I like to fish and the fishing up there is phenomenal”
But a second planned trip in September of 2015, included a sight that that they could cross off their bucket list, the Aurora Borealis.
The couple departed from O’Hare Airport in Chicago, but soon after arriving in Anchorage, Alaska, they discovered their three checked bags, did not arrive with them.
Officials with United, told the Balsers their luggage would be arriving on a 3:15 p.m. flight the next day. They told them they could continue on with to their next destination in Kenai, Alaska and their bags would be brought to them. According to scanned records, the bags did arrive the next day, but they never made it to Kenai and calls were soon made to the United Airlines Baggage Resolution Center.
“We made probably 40 to 50 phone calls in that weeks’ time,” Elaina said.
The Balser’s tried to continue on with their dream vacation. But without their cold weather and rain gear, fishing trips ended in a soggy mess.
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“I spent the rest of a six hour float trip in 45 to 50 degree weather, soaking wet, floating down a river in the middle of Alaska. It was pretty chilly,” said John.
The couple were able to purchase what they needed each day, but they say all purchases have to first be approved by the airline, and they would not be reimbursed for weeks after they submitted all their receipts.
“We were purchasing every day and going to the store to get things. It was very frustrating,” says Elaina.
Eventually, the Balser’s had enough and packed it in early, missing the Fairbanks leg of their dream vacation, and the Aurora Borealis they wanted to witness.
“We just had to return home, because after 5 days of not having what you need, it was enough,” said Elaina.
In 2015, there were 207,606 claims of lost luggage filed with the Department of Transportation. 26,107 of those complaints belonged to United Airlines. According to United’s website, travelers must report lost luggage within three days and United’s liability caps out at $3,500, unless a higher value was declared in advance.
While it’s not required by their baggage policy, United did compensate the Balser’s for their troubles by giving them vouchers worth $600 and reimbursing them for all their purchases. But after NBC 5 Responds called, United provided them with another $500 voucher and reimbursed them the $65.15 spent on fishing gear. United stated, “We apologize to the Blasers for the difficulties they experienced on their trip and our delay in settling this matter to their satisfaction. We look forward to welcoming them aboard on their next flight to Alaska.”
As for the missing baggage, the Valparaiso couple found their three suitcases on their own. They were accidently placed on a cart, bound for a hotel in Anchorage, and sat there for days until police finally reviewed security video.
