content: What kind of customer facing company doesn't allow you to speak to a person to complain? Somehow they managed to lose our bag in Chicago when we didn't even change planes there. We didn't even know we had to stop in Chicago until we got on the flight thanks to a very disinterested ticketing agent. And they didn't even offer to pay the $25 fee that we had to pay to get it to our final destination in the first place. You have to send an email and forms for them to even review to credit anything. The only saving grace was an associate that got permission for my boyfriend to buy a jacket since we were in Boston with just a tee shirt. And we still have to send in the receipts and a form to get that back. Overall one of the worst experiences I've ever had.