Business
British Airways Destroyed Our Guitar and Won’t Pay Up
Dear Tripped 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
Dear Yale,
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.)
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.
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.)
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.
Business
Snap CEO Evan Spiegel and Miranda Kerr help erase $550 million in medical debt for Californians
Snap Chief Executive Evan Spiegel and his wife, supermodel Miranda Kerr, have helped pay off $550 million in medical debt for more than 261,000 Californians.
The couple made a multimillion-dollar donation to Undue Medical Debt, a nonprofit that provides debt relief to people in financial need. The organization acquires medical debt in bulk from hospitals, physician groups, collection agencies and other groups for a fraction of the cost.
“When someone you love is sick. All you want to do is focus on helping them get better,” Kerr said in a video with Spiegel. “That’s why we wanted to support this effort and help relieve medical debt, so families can focus on caring for their loved ones and really supporting their healing.”
The couple and the nonprofit didn’t disclose the exact amount of the donation, but a small gift can go a long way. Every $10 donated to Undue Medical Debt relieves an average of $1,000 in medical debt.
The gift comes as Americans struggle with the medical debt and rising cost of living. California is one of the most expensive states to live in because of soaring housing costs and energy prices. Concerns about wealth inequality have sparked heated political debates about how much billionaires should contribute.
In the United States, 1 in 4 adults are in medical debt, said Undue Medical Debt President and Chief Executive Allison Sesso in a statement.
“It’s a growing crisis undermining healthcare access, economic wellbeing and mental health and we’re so grateful that Evan Spiegel and Miranda Kerr share our belief that no one should go bankrupt because of a cancer diagnosis and no family should have to choose between insulin and groceries,” she said.
Californians whose medical debt have been paid off will start receiving a letter in mid-July from Undue Medical Debt informing them of the debt relief. Individuals can’t request debt relief because the nonprofit acquires bundled debt for thousands of people at once. Those who qualify for debt relief either earn at or below 400% of the federal poverty level or have medical debt that is more than 5% of their income, the nonprofit says on its website.
San Diego County residents benefited the most from the donation with total medical debt relief through the couple’s gift totaling roughly $99 million and affecting 40,369 people. In Los Angeles County, the gift provided $26.7 million in medical debt relief to 17,466 people, according to the nonprofit.
Spiegel, whose net worth is roughly $2 billion, and Kerr have helped relieve debt for others in the past. In 2022, the couple paid off the student loans for the Otis College of Art and Design’s graduating class.
In 2025, Spiegel was among business leaders and philanthropists who helped form the Department of Angels, a group that aims to help L.A.’s fire recovery efforts. The California Community Foundation, Snap, Spiegel and Snapchat co-founder Bobby Murphy committed $10 million to help start that group.
Roughly 200,000 people lost their homes in the January 2025 Los Angeles County wildfires. Spiegel, who grew up in Pacific Palisades and lost his childhood home in the fires, donated $5 million in immediate aid with Snap and Murphy that month.
He said in a statement that California has given so much to him and his family and that he cares “deeply about the wellbeing of our communities.”
“At a time when many families are already facing rising costs across nearly every aspect of daily life, an unexpected medical bill can create financial stress that lasts for years,” Spiegel said.
Undue Medical Debt said it’s abolished more than $40 billion of medical debt in all 50 states.
The electric vehicle company Slate Auto set out in 2022 to make the most affordable electric truck in the country. This week, it unveiled the price tag: $24,950.
At a time when demand for new electric vehicles is cooling and cars are getting harder to afford, Slate’s customizable truck could bring a fresh wave of excitement to the industry.
Deliveries will begin later this year and accelerate in 2027, the company said. Slate’s vehicle is built around a simple concept — pay only for what you actually want.
Buyers will start with a basic truck without power windows or even paint and can then customize it however they like. They can tailor-make their “blank slate” by paying extra for smart phone-compatible screens, speakers, colored wrap or paint. A $5,000 kit even converts the truck into an SUV.
Slate’s design team is based in Los Angeles County and recently moved into a new space in Carson, which employs about 50 workers. The company’s headquarters are in Troy, Mich., and its vehicles will be produced in Warsaw, Ind.
Squeezing out as much cost as possible while making it as easy as Legos to snap on different options has required complex engineering, which is why the company decided to set up its design studio in Southern California. The region is full of experts.
“Slate has done something smart,” said auto industry analyst Brian Moody. “Their EV isn’t only about price, there’s also a strong personalization element. In Southern California, the boxy, retro look will earn it a lot of attention.”
Slate is an EV startup that makes electric trucks and SUVs. Customers buy only the features they want. Photographed on Friday, Dec. 19, 2025. (Myung J. Chun/Los Angeles Times)
The company is building a marketplace of accessories for customers to choose from, including 54 basic wraps that cost less than $500 each. In contrast, a paint job on a car can cost thousands of dollars. The marketplace also offers roof stacks, zip-on seat covers and stereos.
For just under $30,000 total, customers can get a basic SUV in a fastback or squareback style. Whether it’s configured as a truck or SUV, the EV will have an estimated range of 205 miles and will be compatible with Tesla chargers.
“This is the first time in automotive history that consumers are going to get to choose,” said Slate Chief Executive Peter Faricy, who joined the company in March after 13 years with Amazon.
“It started with design, then engineering, and eventually manufacturing, and we figured out innovations in all three of those phases that make the vehicle less expensive,” he said.
For example, Slate vehicles were designed from the beginning to be wrapped instead of painted. The company will offer more than 100 colors of wrap at its launch, or customers can choose a custom color.
Slate did not disclose financial information or how much the vehicles cost to produce. However, Faricy said the company will generate a positive gross margin on its vehicles, meaning they are selling for more than what they cost to make.
“Whether Slate succeeds or fails, it has already influenced the conversation … forcing the industry to ask why affordable vehicles have become so rare,” said Jesse Toprak, an industry analyst and founder of OptiCar.ai. “They are betting on making higher profit margins on the accessories and do-it-yourself angle.”
Slate says it has already received more than 180,000 reservations. The earlier a customer placed their reservation, the sooner they’ll get their vehicle. Pre-orders opened Wednesday for $300, or $250 if the customer has already paid a $50 reservation fee.
Despite the hype, Slate is still a startup that has yet to prove itself in the market. The company has about 750 employees and has raised more than $700 million from Amazon’s Jeff Bezos and others.
“For the vehicle itself, the concept is brilliant,” Toprak said. “I think the execution risk is enormous.”
The EV industry has been under fire from the Trump administration, which has removed incentives for ownership and clean-car goals. Major automakers including Ford and Stellantis have pared back their EV offerings, and other startups have struggled to turn a profit.
The Irvine-based EV company Rivian, which hasn’t reached profitability since its founding in 2009, recently laid off hundreds of workers. It launched its highly anticipated R2 SUV earlier this month, which will eventually be available for less than $45,000.
Lucid, the luxury electric vehicle maker based in Newark, Calif., announced this week that it’s reducing its workforce by 18%. The cuts come just months after it laid off 319 Bay Area employees in February.
Faricy, Slate’s chief executive, said the company’s vehicle will appeal to a wide range of customers.
“There will be a lot of people that are attracted to the affordability but have never had an EV before,” he said.
According to Cox Automotive, the average transaction price for a new EV in the U.S. is $55,000, compared with $49,000 for a gas-powered vehicle.
“The EV market at this point doesn’t have a technology problem anymore,” Toprak said. “It has an affordability problem. Slate is one of the first companies built entirely around solving that.”
Sony Pictures will invest $100 million and take a minority stake in virtual reality venue operator Cosm, as the studio continues to build a business in communal experiences.
As part of the investment, Sony Pictures Chief Executive Ravi Ahuja will also join Cosm’s board of directors, the studio said Wednesday. The size of Sony’s minority stake was not disclosed.
The El Segundo-based Cosm currently operates three venues — one at Hollywood Park in Inglewood, and the others in Dallas and Atlanta. The company plans to open additional venues in Detroit and Cleveland.
Cosm bills itself as a “shared reality venue,” and its facilities center around a massive, wraparound screen that is intended to envelop viewers with additional digital effects. The company has largely focused on sports, though it has also shown Cirque du Soleil shows and done several collaborations with Warner Bros., including recent screenings of 2001’s “Harry Potter and the Sorcerer’s Stone” in honor of the film’s 25th anniversary.
“Cosm sits at the intersection of several trends shaping the future of entertainment,” Ahuja said in a statement. “We’ve followed Cosm since before launch and have been impressed with the quality of the experience and the enthusiasm it’s generating with audiences.”
The investment is Sony’s latest venture into experiential entertainment. In 2024, the Culver City-based studio acquired dine-in theater chain Alamo Drafthouse Cinema.
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