COMING AND GOING

Lost and Unfound

UPRIGHT AND LOCKED

Lost and Unfound

Okay, sometimes an airline misplaces luggage. But losing the wheelchair of an elderly double amputee, then failing to respond to repeated pleas for help for more than six months?

Carlton Duke, 72, of Temple Hills arrived at Dulles on Jan. 16 on a United flight from Miami to find his wheelchair missing. When his daughter Shundel Stephenson came to meet him, she was told to fill out a form, which she did. After noting that her father had no other means of getting around, she was told to borrow a courtesy chair from United. When his chair was found, she was told, United would exchange them.

A few days later, Stephenson was assured by the airline that it was trying hard to locate the wheelchair. But nothing happened. On Feb. 11, Stephenson called United and told the airline that the problem was urgent, that the courtesy chair didn't provide the proper balance or support and that her father had fallen out of it several times. She says she was told that if she didn't hear from United within a week, she should lease a suitable chair and would be reimbursed.

Another week went by. Stephenson, who cares for her father in her home, didn't have the money to pay upfront to lease a chair. Given her experience with United, she feared that if she put the charge on her credit card, she might not get reimbursed promptly-- or at all. So she continued to call the airline. Agents, who kept promising to "send urgent messages to headquarters," told her to allow at least a week for a response.

On July 24, she got a new response to her call: Files on matters as old as hers were no longer accessible to phone representatives. Stephenson e-mailed CoGo. Stephenson says that a day after CoGo contacted United's press office, she was called and asked the cost of replacing the wheelchair. She requested $550, and United sent a check.

United spokeswoman Robin Urbanski indicated the timing was a coincidence, saying the press office was awaiting more info promised from CoGo before intervening. "Claims for sensitive items such as lost wheelchairs are supposed to receive the highest priority," Urbanski said in an e-mail. "We did not receive Mr. Duke's paperwork and should have been more helpful in resolving the matter sooner, and for that we apologize."

CoGo's advice: After waiting a reasonable time for missing checked baggage to turn up, ask to file a lost luggage claim. There are no federal rules about how much time must pass before an airline must count missing luggage as lost luggage, but most airlines will consider a claim after 10 days or so. Passengers may claim up to $3,000 per person for checked baggage lost on U.S. domestic flights, about $1,500 on international flights. However, note the long list of items not covered in your airline's contract of carriage .

RENTED WHEELS

Not So Nifty

Like other car rental companies, Thrifty has a free club membership that offers expedited service. Thrifty's Blue Chip club also gives members a special guarantee: Your first day's rental is free "if at anytime you find your Blue Chip rental experience unsatisfactory."

Donald Thorson of Alexandria remembered that promise when he rented a Thrifty car in Guatemala last month and discovered that the car's roof leaked when it rained. He returned to the rental office to exchange the car, only to find before driving off that the second car's CD player didn't work. Thorson said he was dissatisfied and claimed the first-day-free guarantee.

The promise is " meaningless here," Thorson said he was told. He complained in writing to the company but two weeks later still had no response.

Responding to CoGo's query, Thrifty spokesman Chris Payne said the guarantee -- and the expedited service -- are "only available for rentals in the U.S. and Canada." He added: "To make things right with Mr. Thorson, we are sending him a free-day certificate" for use on a future rental.

CoGo suggests that Thrifty also adjust its advertising to make it clear the promise is geographically challenged.

ELVIS WATCH

The King's Memphis

If you think Elvis is dead, you might be planning to mark the 30th anniversary of his passing on Aug. 16. If a trip to Graceland is not enough, check out the cool road trip at http://www.HamptonLandmarks.com, a site maintained by the Hampton Inn hotel chain.

On one tank of gas you can tool around the greater Memphis area to visit Presley's humble birthplace, his high school and the hardware store where his mother bought him his first guitar. The restaurant where he drank malts has the same cushions that the King sat on during breaks from his gig as a Crown Electric driver; you can put your fanny where his once rested.

To find the road trip on the Hampton Inn site -- which, of course, also tells you where you can find Hampton Inns along the way -- click on "Driveabouts," then "In the King's Footsteps."

BARGAIN OF THE WEEK

Fly nonstop from Washington Dulles to Dublin for $378 round trip (including $80 taxes). Aer Lingus is offering the sale for travel Nov. 7-Feb. 29 (blackout period Dec. 17-25); the fare on other airlines starts at about $537. Aer Lingus also has sale fares ranging from $468 to $608 round trip with taxes for travel Sept. 17-Nov. 5, with tax-inclusive prices of $468 to $608 depending on travel dates. Flights operate Sunday, Monday, Wednesday and Friday. Buy by Aug. 13 at www.aerlingus.com or pay $32 extra by calling 800-474-7424.

Reporting: Cindy Loose

Help feed CoGo. Send travel news to cogo@washpost.com. By mail: CoGo, Washington Post Travel Section, 1150 15th St. NW, Washington, D.C. 20071.