It is never good for an airline's reputation when it loses a customer's luggage. But losing luggage holding the prosthetic leg of someone who survived a national tragedy is something else entirely.
American Airlines learned that the hard way on Thursday when Adrianne Haslet-Davis, a Boston Marathon bombing survivor, took the airline to task on Twitter for doing just that.
Haslet-Davis is a professional ballroom dancer, who lost part of her left leg in the April 2013 attack.
Her tweet, which inspired a number of her friends and supporters to also demand answers from American Airlines through the social media platform, elicited a prompt response from the company.
By Friday morning, American Airlines confirmed they had identified her bag and were working on getting it to her.
Haslet-Davis was still disappointed they had not communicated that to her earlier.
American Airlines is part of the largest airline in the world after it exited bankruptcy in Dec. 2013 and subsequently merged with U.S. Airways.
"We’re sorry this happened," American Airlines spokesman Joshua Freed said in a statement. "Her bag has been located and we will reunite her with it as soon as possible."
Haslet-Davis did not immediately respond to request for comment about the incident via Twitter direct message.
She danced the Foxtrot on the Boston Marathon finish line in April 2015.
“Just returning to the finish line is emotional and difficult but I’m so incredibly thankful to have a new memory here, a great memory,” Haslet-Davis told CBS at the time.
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