9/1/25, 9:45 p.m.

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20:33, Jan 9
Info: Welcome to United messaging. Please select "Let's chat" to get started. Don't want to be tied to your
desktop? For the same service on the go, text "UNITED" to 32050 on your mobile device.
20:33, Jan 9
You: Let's chat
20:33, Jan 9
👋
United Chatbot: Hi Agustin! I’m United’s virtual assistant. I can answer many of your travel questions.
20:33, Jan 9
United Chatbot: To get started, type a short sentence letting me know what I can help you with. You can also
type “menu” for popular topics.
20:34, Jan 9
You: file a claim
20:34, Jan 9
United Chatbot: << Sent Rich Content >>
20:34, Jan 9
You: Baggage
20:34, Jan 9
United Chatbot: Got it. Here's some information I have on Baggage
20:34, Jan 9
United Chatbot: << Sent Rich Content >>
20:34, Jan 9
You: Baggage issues
20:34, Jan 9
United Chatbot: What type of baggage concern can I help you resolve? Choose an option below:
20:34, Jan 9
United Chatbot: << Sent Rich Content >>
20:34, Jan 9
You: Checked bag issues
20:34, Jan 9
United Chatbot: << Sent Rich Content >>
20:34, Jan 9
You: Report damaged bag
20:35, Jan 9
United Chatbot: We know personal belongings are important. I'm going to ask a few quick questions to see
how we can help.
20:35, Jan 9
United Chatbot: << Sent Rich Content >>
20:35, Jan 9
You: No
20:35, Jan 9
United Chatbot: Let me connect you with an agent who can further assist you.
20:35, Jan 9
United Chatbot: << Sent Rich Content >>
20:35, Jan 9
You: I've completed travel
20:35, Jan 9
United Chatbot: OK! Our current wait time is about 30-60 minutes. If you’re on a computer, please don’t
close the browser window.
20:35, Jan 9
United Chatbot: << Sent Rich Content >>
20:35, Jan 9
You: Yes
20:35, Jan 9
United Chatbot: Thanks for waiting. Please provide your confirmation or reference number, full name and a
sentence summarizing the assistance you need.
Info: We appreciate your patience while we transfer you to a baggage agent.

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9/1/25, 9:45 p.m. about:blank
Info: Almost there! Once connected to Gaikhuanlung, they’ll review your details and respond in a few
minutes. By providing personal information to a United representative, you agree to our Privacy Policy.
Learn more at: https://fly.united.com/NXE3NqX
20:36, Jan 9
You: Confirmation number: DH5LKS
20:36, Jan 9
You: Agustin PAGANO ZAVALIA
20:36, Jan 9
You: I want to file a claim, but not only related to baggage.
20:37, Jan 9
You: My flight was delayed 6+ hours, almost lose my connection in Houston
20:37, Jan 9
You: My bags arrived 2 days later
20:37, Jan 9
You: and both of them damaged
20:39, Jan 9
Gaikhuanlung: You are now chatting with the Baggage Recovery Center. Please stay connected while I
review the information.
20:42, Jan 9
Gaikhuanlung: I apologize for the damaged bag. Could you please help me with the bag tag number?
20:43, Jan 9
You: yes, just a second
20:43, Jan 9
You: 6016517340
20:43, Jan 9
You: and 6016517342
20:44, Jan 9
You: I took pictures of it when they delivered it 2 days after arrival
20:44, Jan 9
You: would that help?
20:45, Jan 9
You: also... the claim is not only about the bags, I want to complaint about the 6 hours delay in my flight
20:48, Jan 9
Gaikhuanlung: I am sorry to hear that. Could you please help me with the brand, value and age of the bag?
Also share the damaged details?
20:48, Jan 9
You: Yes, allow me a minute
20:50, Jan 9
You: The big bag, bag tag number ending in 17342 is a Dakine Split Roller bag 85L, valued in $270, it's 1
year old.
20:50, Jan 9
You: <a href="https://www.dakine.com/products/split-roller-85l-bag-s20" target="_blank" rel="noopener"
aria-describedby="opens-in-a-new-window">https://www.dakine.com/products/split-roller-85l-bag-s20</a>
20:52, Jan 9
You: the other one (ending in 17340) a Travel Pro Classic carry-on spinner, worth $230, 2 years old.
20:52, Jan 9
You: <a href="https://travelpro.com/products/crew%E2%84%A2-classic-carry-on-expandable-spinner"
target="_blank" rel="noopener" aria-describedby="opens-in-a-new-
window">https://travelpro.com/products/crew%E2%84%A2-classic-carry-on-expandable-spinner</a>
20:52, Jan 9
You: for that last one the completely ripped off the main handle
20:54, Jan 9
Gaikhuanlung: Thank you for the information. Please allow me a moment to create a file for you.
20:55, Jan 9
Gaikhuanlung: May I know what's the damage to the Dakine brand bag?
20:57, Jan 9
You: to the dakine the hit and broke one of the corner protections and the fabric on of the sides has been
ripped
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20:57, Jan 9
You: like a 10cm cut
21:01, Jan 9
Gaikhuanlung: This is your file reference number: EZE13814D. Please visit https://claim.rynnsluggage.com
and submit the damage baggage assessment form within the timeline of 14 days. They will assess the
damaged bag and assist you accordingly. If the bag is not reparable, they will replace the bag with a new one.
If reparable they will share a link to ship the bag to them via FedEx and they will repair the bag.
21:02, Jan 9
You: Ok, thanks
21:02, Jan 9
You: what about the 6 hours and 2 days delay for the flight and the baggage.
21:02, Jan 9
Gaikhuanlung: And for the delay in your baggage, may I know if you are looking for a reimbursement for the
expenses incurred while your bag was delayed?
21:02, Jan 9
You: ?
21:04, Jan 9
You: I would appreciate some kind of compensation for the both inconveniences... I couldn't make it to work
the following day because of the delay
21:05, Jan 9
You: also had muy clothes and personal items in both of the checked bags
21:07, Jan 9
Gaikhuanlung: I am sorry that you have to go through this. I request you to please fill out the claim form for
the reimbursement using this link: https://www.united.com/en/us/claimform/login?claimType=INTERIM
21:08, Jan 9
Gaikhuanlung: Use this file number for the delay related matter: EZE23935M
21:08, Jan 9
Gaikhuanlung: And for the damage bag, use this file Number: EZE13814D
21:08, Jan 9
You: ok, thanks
21:10, Jan 9
Gaikhuanlung: I would like to offer you a $100 travel certificate as a token of apology for the delay in your
baggage. You should receive this in your email within 3-5 business days from systemtracing@united.com. It
is valid for one year; you can use this for future travel and pay your baggage fees. It is also transferable
among close friends and family members. Please check your spam and junk folder, if you do not receive it in
your inbox.
21:10, Jan 9
Gaikhuanlung: AGUSPAGANO@GMAIL.COM, is this your correct email address?
21:11, Jan 9
You: Thanks, I'd really appreciate that
21:11, Jan 9
You: yes, that's my email
21:14, Jan 9
Gaikhuanlung: Thank you for the confirmation. I will issue the travel certificate and you will receive it within
the next 3-5 business days.
21:14, Jan 9
Gaikhuanlung: I believe we are all set for now.
21:15, Jan 9
You: thanks Gaikhuanlung
21:15, Jan 9
You: have a good night :)
21:17, Jan 9
Gaikhuanlung: I hope I was able to resolve your queries today. I will be closing this conversation if you have
any further questions or need assistance in the future, please don’t hesitate to reach out. Thanks for choosing
United. Have a good day!
Info: Conversation closed by the agent 21:17, Jan 9
21:17, Jan 9

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9/1/25, 9:45 p.m. about:blank
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21:17, Jan 9
Survey Bot: How satisfied were you with today’s overall messaging experience?
21:44, Jan 9
You: Satisfied
21:44, Jan 9
Survey Bot: How easy was it for you to get your issue resolved?
21:44, Jan 9
You: Easy
21:44, Jan 9
Survey Bot: How satisfied are you with the quality of service provided by the last representative who handled
your chat?
21:44, Jan 9
You: Very Satisfied
21:44, Jan 9
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