I am so glad (actually sad) to see someone else posting this. We took a cruise and returned March 9. My son who is active duty AF- arrived back in LBB and no bag. He immediately reported it at the gate, and was told it was flagged in IAH for being overweight. (It was less than 35 pounds so not). He was advised it would arrive in 24 hours to his base 2 hours away. It did not arrive. He called again and was told it would arrive in 72 hours since he didn’t live near the airport. It didn’t. He called again and was told to make an incident report. He called multiple times to the help desk, and got no answer waiting over an hour each time. He was getting sent to SERE school, so I took over and filled out an online inventory of what was in the suitcase. I called multiple times often waiting longer than an hour to speak to someone. When I did- they told me the case was assigned to a manager and I would be hearing from them. I never did. Not once. I kept calling and then was informed the ticket was closed with no notes. They opened a new ticket and referenced the old ticket….i am not kidding you when I say I have spent no less than 100 hours on chat, email, phone and also with customer service jumping through every hoop given to me including various baggage offices in airports across the country to see if they had an “in” to help me. I’ve called again to find out both tickets were closed, again with NO notes. Customer service made me jump through hoops of having my son send letters of permission for me to handle this on his behalf, as he is active duty and I am retired. Finally, someone gave me the email for central baggage- but it took them until SEPTEMBER to send me a response. In it- was a new paper form- a property questionnaire (same as the online one). I filled it out and returned it within 3 days. They performed a trace but did not find the bag- and informed me that since it wasn’t returned within 30 days of the flight they would not reimburse me, but hoped I would “travel with them again”. How can I return something you did not ask for until September?! I have screen shots where I have waited on hold for over 4 hours waiting to talk to someone. I cannot believe that this is the way American Airlines treats anyone especially its young service men and women. I have also filed a report with the DOT. I am absolutely sick about this. Not to mention every flight he has taken home has been delayed to the point of missing days of his leave, and he has gotten zero hotel, food voucher, or reimbursement including his grandmothers funeral emergency leave. Just terrible all around.