I wanted to share my family's sad experience with UA. I copied my story from flyertalk.com forums. We had a short vacation in Honolulu in August. On the way back to our home we had quite a bit problems. Our flight wasn't a direct one, it had a connection at SFO with a ~4hr overlay. Basically we flew HNL to SFO and SFO to ORD. Currently my family deals with problem below: Unfortunately our first-ever brand-new iPhone4 got stolen from our luggage. Here is the interesting part, it wasn't a carry-on baggage nor a checked baggage (technically), because we arrived gate lately, and gate/flight attendants told us that there is no more room left in the cabin, so they had to checked in our "carry-on"s at the gate, since they were in a huge rush, they took our baggages even without asking or letting us think about what to get with us, and gave us two claim stubs in exchange. We were told that we need to claim our luggages in Chicago, ORD. After a long trip, we finally arrived at ORD at 5-5:30AM in the morning, we picked up our luggages at the baggage claim area, we were just happy to see our baggages in one piece. Since they looked OK, we immediately took the train to the city. We were exhausted as we couldn't sleep during our flight. Once we arrived to our home, we unpacked our baggages to found out one thing is missing, my brand new iPhone4, it was in Apple bag with the store receipt, and we didn't even opened the sealed package or activate it, because we purchased it the night before our flight in Honolulu. Yes, it was just gone and it was the only valuable thing in our carry-ons. Please do not ask why we didn't take it with us, I guess it was just because of all adrenaline rush for trying to catch our flight, and the gate attendants didn't give us a second chance to think about it, they literally pushed us into the plane, and we were thinking that it was safe because it supposed to be in the cabin with us during the whole flight. Since this was the first flight-related-theft we experienced, first I called my credit card company first. Then they told me to call United which I did immediately. UNITED told me what form I should fill and submit. I did fill that form and emailed them back with all required documents attached, they sent me an auto-response email which states that they got my "Missing Property Questionnaire Form". At the meantime, I remembered that I had used AMEX for purchasing my iPhone4, and Amex created a claim under the purchase protection plan. They asked stolen item's receipt, an official report that shows I reported the case to the officials, and their own claim-form. I did all those. It has been almost 3 weeks now, but still haven't heard anything from anyone. I called united 5-6 times, first person claimed they never gotten my forms, then changed it to the "headquarter" is dealing with it. I sent an email to have a written proof that I am following my case, 3 days later, they replied me that they never received any of my "Missing Property Questionnaire Form". They gave me the same email address and fax number for re-submission. I re-submited once again all those forms. After 4 days I called them back to check the status of my claim, first they couldn't find it again, even though I gave them my reference number which they created for my case, then they promised me that they will call me back soon, it has been 4 days, so far no body called me yet. Fortunately I can check my AMEX claim status online, but it shows "claim pending" since from the day one. Right now I feel quite helpless, specially after seeing how UNITED handles my case, I am loosing my whole hope... I also reported this case to the Chicago Police Department. I opened stolen-iphone listings in SFO/HNL/ORD craigslist along with my serial number of the stolen phone. Thanks for your responses... UPDATE: I got a response from United after 2 weeks. Long story short: They DENIED my claim without using "COMPREHENSIVE TRACING SYSTEM" , and I got the worst possible reason for that: According to UA I didn't reported the missing property withing 24 hours of receiving checked property. Since I didn't meet this requirement, they are unable accept liability for my claim.