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British Airways Destroyed Our Guitar and Won’t Pay Up

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British Airways Destroyed Our Guitar and Won’t Pay Up

I’m a co-owner of Luaka Bop, a New York-based record label, and last June was accompanying the Staples Jr. Singers, a gospel group from Aberdeen, Miss., on a European tour. For a British Airways flight from London to Paris, three musicians were required to check their guitars, but only one instrument arrived in Paris with us. We filled out the forms and tried to impress upon the employee the importance of getting the guitars before the group’s show the next night. One of the two lost guitars did make it to Paris the next day, but British Airways couldn’t or wouldn’t deliver it, so our tour manager took a cab to the airport only to find it had closed. When the group returned to Britain by train, it was still down two guitars. We got one back a few shows later, and eventually found the other one at Heathrow Airport lost and found — with its neck snapped off and its case destroyed. We ended up with over $5,000 in expenses, which included renting guitars for a dozen shows and purchasing a guitar and case (both used) for Arceola Brown, the musician whose instrument was destroyed. We submitted most receipts with the original claim to British Airways on July 25, then added a few more on Aug. 7 and Sept. 11, for a total of $3,331. (We didn’t keep receipts for the rest.) But beyond receiving a case number, we never heard back, despite several email follow-ups. Can you help? Yale, New York City

If I could choose a tale to tell here, it would be the amazing one of how the Staples Jr. Singers recorded one album in 1975 that barely anyone paid attention to until decades later. Rereleased in 2022, the album received rave reviews and led to international tours for the group.

What a story. Alas, this space is devoted to issues far more mundane and familiar, like lost and destroyed luggage.

True, the lost luggage was cooler than most Samsonites: a Fender Telecaster that was recovered, and a Casio MIDI so thoroughly destroyed that I wonder if a baggage handler channeled Pete Townshend of the Who and smashed it to smithereens on the airport tarmac. The trouble you had getting reimbursed, however, is a wearily familiar tale in the Tripped Up inbox.

Along with photos of the Casio MIDI guitar, you sent me a frustrating timeline of your team’s efforts both to recover the guitars and later seek compensation for the rentals and the replacement for Mr. Brown’s guitar and case. (Sadly, Mr. Brown died on Nov. 16.)

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I first intervened by writing to a British Airways spokeswoman in early November, and the airline quickly sent an apologetic letter to you offering reimbursement for the oddly exact and insufficient amount of 493.97 British pounds, or about $600. The carrier included a separate $250 voucher for future flights.

I intervened again, but on Jan. 7, the airline wrote back to you only to forward the original offer, an odd value much less than the claim.

I looked back to the receipts you sent me and remembered you submitted the receipts in three batches. The second and third batches totaled exactly $493.97.

The airline seems to have swapped currencies, which may be a sign of how carefully it was paying attention to your problem.

As for the first batch of receipts, it would seem they never made it through when you submitted them.

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On Jan. 11, the carrier called you to ask you to upload the receipts again, which you did. I received a short statement on Jan. 15 — “We have apologized to the customers and are working with them directly to resolve their claim” — but you heard nothing further. So on Jan. 21, on my suggestion, you emailed your contact again. You said you were instructed to upload receipts again, which you did, and were told you would be reimbursed $3,941.

That’s an odd number — more than your receipts, less than your losses — but I think I can explain it, as the airline declined to do so or answer any of my other questions, including how the guitar was destroyed, why the airline didn’t deliver the guitar in Paris or why the receipts were not processed when you first sent them in July.

Here’s my best guess: The Montreal Convention, the international treaty that governs lost luggage (among other things) on most international flights, caps airline liability. That luggage cap, at the time of your flight was, about $1,700 per passenger, or $3,400 for the two musicians combined. But on Dec. 28, the value on damages for most international flights was raised to the equivalent of about $1,980 per passenger.

The airline appears to have applied the newer value to your losses, though it didn’t need to, and you’re ending up with more money than you were actually due, a small compensation for hassles endured.

For those flying domestically or between countries that haven’t signed the Montreal Convention, local or national laws prevail regarding lost, stolen or damaged luggage. (In the United States, the Transportation Department caps damages for lost, damaged or delayed bags at $3,800.)

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But those numbers don’t mean much if you face seemingly unreasonable barriers when filing for reimbursements — such as the British Airways interface that you called cumbersome and that seemed to lose the receipts you painstakingly sent along. My inbox is full of tales of airlines that repeatedly ask for receipts that have already been submitted.

The multifaceted monthslong saga you endured with British Airways should be a reminder that travelers today need to do more than their fair share of the work to find their lost items. Adding AirTags or other Bluetooth trackers to checked luggage is a smart first step, so when the airlines claim they don’t know where your luggage is, you can tell them or even share its location, since the feature is now shareable with a third party.

Of course, you need to pack fragile items carefully (On its website, Fender offers guitar advice), and retain every scrap of paper starting when you check your bag. Then, if you need to file a claim, write down the name of every employee you interact with, take photos, record conversations when you can, and create copies of your documentation. The information will be critical when you file for reimbursements.

Most of the time, you won’t need it. But if you ever need to do battle with an airline, the documentation will come in handy. And if you have to write to Tripped Up, it will move you to the front of the line.

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Comedy Central extends Jon Stewart’s ‘The Daily Show’ run through 2026

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Comedy Central extends Jon Stewart’s ‘The Daily Show’ run through 2026

Jon Stewart’s biting satire may have made his new bosses squirm, but they went ahead and extended the comedian’s run on Comedy Central through December 2026.

The channel’s parent company, Paramount, announced Monday that Stewart will continue to host “The Daily Show” on Monday nights and serve as an executive producer through the end of next year.

Members of the show’s news team will continue to share Tuesday-through-Thursday hosting duties. Terms of the contract were not disclosed.

“Jon Stewart continues to elevate the genre he created. His return is an ongoing commitment to the incisive comedy and sharp commentary that define The Daily Show,” Ari Pearce, Comedy Central’s manager, said in a prepared statement. “We’re proud to support Jon and the extraordinary news team.”

Stewart’s contract was re-upped nearly four months after Paramount-owned sister network CBS notified Stephen Colbert, who rose to fame on “The Daily Show,” that it was dumping his late night show at the end of the season. The cancellation was revealed days after Colbert lambasted a $16-million settlement Paramount agreed to pay President Trump to end a lawsuit over edits to “60 Minutes.” Colbert called the arrangement “a big fat bribe.”

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Paramount settled the Trump suit to win approval from the Trump administration of its sale to David Ellison’s Skydance Media and RedBird Capital Partners. CBS has said the reason for Colbert’s cancellation was financial, not political, although many people have expressed doubts.

Ellison took ownership of Paramount in August. Stewart has joked that he, too, might be tossed as the company tries to reposition itself to the political center.

Since taking over the media firm that also includes MTV, BET, Nickelodeon and Hollywood-based Paramount Pictures movie studio, the company has made big bets, including agreeing to pay $7.7 billion for rights to UFC fights and $1.25 billion over five years to Matt Stone and Trey Parker to continue creating their “South Park” cartoon for Comedy Central and the Paramount+ streaming service. Ellison and his team also lured Matt and Ross Duffer, the duo behind “Stranger Things,” from Netflix and paid $150 million to buy the Free Press and bring its co-founder, Bari Weiss, to the company as CBS News editor in chief.

Paramount also signed a 10-year lease on a film and television production facility under construction in New Jersey.

Last week, the company began a deep round of layoffs, cutting 1,000 employees with plans to terminate another 1,000 in the coming weeks, in an effort to trim its workforce by 10%. About 100 people from CBS News were among the layoffs.

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After a nine-year absence, Stewart returned as a host in February 2024. He had helmed the show for 16 years before taking a break in 2015. His current contract was expiring.

The show was hosted by Trevor Noah until 2022, when he stepped down. That prompted a rotation of guest hosts, including Kal Penn, Charlamagne tha God, Sarah Silverman and Michelle Wolf.

Last month, during a conversation with the New Yorker at a cultural festival, Stewart was asked whether he might stick around longer. “We’re working on staying,” Stewart told the New Yorker’s David Remnick.

The rotation of “The Daily Show” hosts also will include Ronny Chieng, Josh Johnson, Jordan Klepper, Michael Kosta and Desi Lydic with Troy Iwata and Grace Kuhlenschmidt.

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Waymo killed KitKat. California neighborhood mourns a corner-store cat

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Waymo killed KitKat. California neighborhood mourns a corner-store cat

San Francisco has been mourning the death of KitKat, a beloved corner-store cat who died after being struck by a Waymo robotaxi last week.

KitKat graced the counters of Randa’s Market on 16th Street, near the historic Roxie Theater in the Mission District. KitKat was first introduced on the store’s Instagram page six years ago, quickly winning over the hearts of customers. He wasn’t a surly or suspicious cat — he could be seen playing with someone’s dangling hoodie drawstrings; snoozing in front of shelves with liquor bottles; inside a cardboard box marked with his name; greeting the neighborhood dogs; even dressing up as Santa Claus.

He shot to fame during the COVID-19 pandemic’s first year. Not only was he posted on the @bodegacatsofinstagram account (which now has more than 500,000 followers), but he also won a mention in a news story on beloved store cats. “The atmosphere in the store definitely changed after KitKat arrived,” Daniel Zeidan, the store owner’s son, told SFGate. Not only did he get treats from customers, but also “someone recently brought him a blanket so he would stay warm in the winter.”

More recently, he was caught curled up asleep on his own heating pad.

He even made appearances in the next-door bar, Dalva, where his arrival felt like “the president had arrived, making their rounds, shaking hands and charming everyone,” said one mourning Instagram commenter.

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But he was fatally wounded around 11:40 p.m. on Oct. 27 just outside the market, Mission Local reported. Two witnesses, speaking anonymously, told the news outlet that they had just left Dalva and saw KitKat sitting in front of a stopped self-driving Waymo for about seven seconds. Then the cat walked under the vehicle, heading toward the sidewalk, as the car pulled away. The right rear tire ran over KitKat, the website said.

“It was an awful sight,” one of the witnesses told Mission Local.

Another person driving by saw the Waymo swerve and told Mission Local he thought the robotaxi was driving faster than he would expect a human would drive on a busy street. “Killed the neighborhoods baby,” a comment on the city’s 311 website said shortly after the collision.

A bartender from another nearby bar, Delirium, rushed KitKat to a veterinarian hospital, where he was pronounced dead, according to Mission Local.

The cat was 9 years old, the San Francisco Standard reported.

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“We’re heartbroken,” Randa’s Market said on Instagram. “He brought warmth, smiles, and comfort to everyone who walked through our doors…. The store won’t be the same without his little paws padding around.”

KitKat was a beloved presence along 16th Street in San Francisco.

(Randa’s Market)

One mourner, responding to the post, called KitKat “the best city bodega cat anyone could ever ask for. His lil pet requests meant a lot for some of us passing through, whether we missed our own pet or just wanted to share some love with a neighbor.”

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In a statement, Waymo said: “We reviewed this, and while our vehicle was stopped to pick up passengers, a nearby cat darted under our vehicle as it was pulling away.

“We send our deepest sympathies to the cat’s owner and the community who knew and loved him, and we will be making a donation to a local animal rights organization in his honor,” the statement said. “The trust and safety of the communities we serve is our highest priority.”

A Waymo has had a run-in with a pet before. News outlets in 2023 reported on a Waymo striking and killing a small off-leash dog in San Francisco’s Bayview-Hunters Point neighborhood; in that case, a test driver was in the vehicle, but the car was in self-driving mode.

In one close call, a Waymo narrowly avoided running over a runaway dog in Santa Monica in May. An 8-year-old Labrador mix, Trevor, had escaped his owner’s yard and ran into the street in front of a Waymo, which braked suddenly, KCAL-TV reported. The station broadcast video of the near-collision. The dog was uninjured, and his owner praised the car’s quick action.

The California Department of Motor Vehicles has received reports of 884 collisions involving autonomous vehicles dating to 2014.

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A Waymo robotaxi in downtown Los Angeles in September.

A Waymo robotaxi in downtown Los Angeles in September.

(Gary Coronado/For The Times)

Waymo, owned by Google’s parent, Alphabet, has been expanding its footprint across California. The robotaxis — electric Jaguar I-Paces — don’t use a human driver and can be hailed on an app in San Francisco and a swath of northern San Mateo County, including Daly City, San Bruno and Burlingame. They’re also available in parts of Silicon Valley and surrounding areas, including Mountain View, Los Altos, Palo Alto and Menlo Park.

In Los Angeles County, Waymos can be hailed across a portion of central L.A., South L.A., and the Westside, including downtown L.A., Santa Monica, Beverly Hills, West Hollywood and Inglewood.

The self-driving cars are also available in Phoenix.

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Inside the race to train AI robots how to act human in the real world

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Inside the race to train AI robots how to act human in the real world

Now that artificial intelligence has mastered almost everything we do online, it needs help learning how we physically move around in the real world.

A growing global army of trainers is helping it escape our computers and enter our living rooms, offices and factories by teaching it how we move.

In an industrial town in southern India, Naveen Kumar, 28, stands at his desk and starts his job for the day: folding hand towels hundreds of times, as precisely as possible.

He doesn’t work at a hotel; he works for a startup that creates physical data used to train AI.

A robot practices for the 100-meter race before the opening ceremony of the World Humanoid Robot Games in Beijing in August.

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(Ng Han Guan / Associated Press)

He mounts a GoPro camera to his forehead and follows a regimented list of hand movements to capture exact point-of-view footage of how a human folds.

That day, he had to pick up each towel from a basket on the right side of his desk, using only his right hand, shake the towel straight using both hands, then fold it neatly three times. Then he had to put each folded towel in the left corner of the desk.

If it takes more than a minute or he misses any steps, he has to start over.

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His firm, a data labeling company called Objectways, sent 200 towel-folding videos to its client in the United States. The company has more than 2,000 employees; about half of them label sensor data from autonomous cars and robotics, and the rest work on generative AI.

Most of them are engineers, and few are well-practiced in folding towels, so they take turns doing the physical labor.

“Sometimes we have to delete nearly 150 or 200 videos because of silly errors in how we’re folding or placing items,” said Kumar, an engineering graduate who has worked at Objectways for six years.

The carefully choreographed movements are to capture all the nuances of what humans do — arm reaching, fingers gripping, fabric sliding — to fold clothes.

The captured videos are then annotated by Kumar and his team. They draw boxes around the different parts of the video, tag the towels, and label whether the arm moved left or right, and classify each gesture.

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Kumar and his colleagues in the town of Karur, which is about 300 miles south of Bengaluru, are an unlikely batch of tutors for the next generation of AI-powered robots.

“Companies are building foundation models fit for the physical world,” said Ulrik Stig Hansen, co-founder of Encord, a data management platform in San Francisco that contracts with Objectways to collect human demonstration data. “There’s this huge resurgence in robotics.”

Encord works with robotics companies such as Jeff Bezos-backed Physical Intelligence and Dyna Robotics.

Tesla, Boston Dynamics and Nvidia are among the leaders in the U.S. in the race to develop the next generation of robots. Tesla already uses its Optimus robots — which seem to be often remotely controlled — for different company events. Google has its own AI models for robotics. OpenAI is beefing up its robotics ambitions.

Nvidia projects the humanoid robot market could reach $38 billion over the next decade.

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There are also many lesser-known companies trying to provide the hardware, software and data to make a mass-produced, multitasking humanoid robot a reality.

Robots at Nvidia's booth an an expo in Beijing

Robots are displayed at Nvidia’s booth during the China International Supply Chain Expo in Beijing in July.

(Mahesh Kumar A. / Associated Press)

Large language models that power chatbots such as ChatGPT have mastered using language, images, music, coding and other skills by hoovering up everything online. They use the entire internet to figure out how things are connected and mimic how we do things, such as answering questions and creating photo-realistic videos.

Data on how the physical world works — how much force is required to fold a napkin, for example — is harder to get and translate into something AI can use.

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As robotics improves and combines with AI that knows how to move in the physical world, it could bring more robots into the workplace and the home. While many fear this could lead to job losses and unemployment, optimists think advanced robots would free up humans from tedious work, lower labor costs and eventually give people more time to relax or focus on more interesting and important work.

Many companies have entered the fray as shovel sellers in the AI gold rush, seeing an opportunity to gather data for what is being called physical AI.

One group of companies is teaching AI how to act in the real world by having humans guide robots remotely.

Ali Ansari, founder of San Francisco-based Micro1, said emerging robotics data collection increasingly focuses on teleoperations. Humans with controllers make the robot do something like picking up a cup or making tea. The AI is fed videos of successful and failed attempts at doing something and learns to do it.

The remote-control training can happen in the same room as the robots or with the controller in a different country. Encord’s Hansen said that there are warehouses planned in Eastern Europe where large teams of operators will sit with joysticks, guiding robots across the world.

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There are more of these, what some have dubbed “arm farms,” popping up as demand increases, said Mohammad Musa, founder of Deepen AI, a data annotation firm headquartered in California.

“Today, a mix of real and synthetic data is being used, gathered from human demonstrations, teleoperation sessions and staged environments,” he said. “Much of this work still occurs outside the West, but automation and simulation are reducing that dependency over time.”

Some have criticized teleoperated humanoids for being more sizzle than substance. They can be impressive when others are controlling them, but still far from fully autonomous.

Ansari’s Micro1 also does something called human data capture. It pays people to wear smart glasses that capture everyday actions. It is doing this in Brazil, Argentina, India, and the United States.

San José-based Figure AI, partnered with real estate giant Brookfield to capture footage from inside 100,000 homes. It will collect data about human movement to teach humanoid robots how to move in human spaces. The company said it will spend much of the $1 billion it raised to collect first-person human data.

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Meta-backed Scale AI, has collected 100,000 hours of similar training footage for robotics through its prototype laboratory set up in San Francisco.

Still, training bots isn’t always easy.

Twenty-year-old Dev Mandal created a company in Bengaluru, hoping to cash in on the need for physical data to train AI. He offered India’s inexpensive labor to capture movements. After advertising his services, he got requests to help train a robotic arm to cook food as well as a robot to plug and unplug cables in data centers.

But he had to give up the business, as potential clients needed the physical movement data collected in a very specific manner, making it tougher for him to make money, even with India’s inexpensive labor. Clients wanted an exact robot arm, for example, using a certain kind of table with purple lights to be used.

“Everything, down to the color of the table, had to be specified by them,” he said. “And they said that this has to be the exact color.”

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Still, there’s lots of work for the towel folders of Karur.

Their boss, Objectways founder Ravi Shankar, says that in recent months, his firm has captured and annotated footage of robotic arms folding cardboard boxes and T-shirts and picking out certain colored objects on a table.

It recently started annotating videos from more advanced humanoid robots, helping train them to sort and fold a mix of towels and clothes, folding them and placing them in different corners of the table. His team had to annotate 15,000 videos of the robots doing the jobs.

“Sometimes the robot’s arms throw the clothes and won’t fold properly. Sometimes it scatters the stack,” but the robots are learning quickly said Kavin, 27, an Objectways employee who goes by one name. “In five or 10 years, they’ll be able to do all the jobs and there will be none left for us.”

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