[reverendsteveii]

This illustrates a dark pattern in the service industry that I really hate: deny people what they're entitled to by default and hope people give up. In this case this person had $1000 in stuff taken from them and the airline told her to file a claim, then denied it, then after they were contacted by a national news organization the re-reviewed the claim and it turns out there was nothing wrong with it at all. It's bullying, it's an attempt to use leverage to deny people what they're entitled to and it's simply wrong. Luckily airlines are too big to fail, or deliver what they sell, or follow basic regulations.

[BenTr]

It also depends on the airline, but mostly on the worker, I believe. Some people will go a lot further to help. For example, with Turkish Airlines, I saw how a worker immediately after landing came to find some passengers to tell them there was an issue with the baggage and spent lots of time helping them.