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Dincer of Coconut Creek FL (06/26/08)
Medical emergency My mother and my sisters daughter came from Turkey to Ft. Lauderdale. 2 baggages belong to my sisters daughter. They had already pass the customs in New York JFK Kennedy airport. I wonder why the baggage is lost? Total Baggage: 4 Received Baggage: 2 Lost Baggage:
If the baggages went to Customs again and if they have any questions, they can contact me. If the baggages are with Delta, I would like to be informed. Thank you for your all help.
Please help. Delta airlines don't care
Sonja of Lacey WA (06/16/08)
My mother was flying from Panama City, Fl to Seattle WA and her carry one was taken away from her. She informed the lady that it contained her medicine and the lady told her that she would receive it once she get to her destination. Unfortunately, she never go her bag. The baggage representative are not helpful because they are in other countries and I cannot speak to people at the airport(S).
the consequences that can result are life -threating, as well as, identity theft can result.
Gloria of Chicago IL (06/02/08)
We just honeymoon back from Hawaii on Jun01, transit from LAX to ATL. I discover I lost my waitbag on the plane seat which cover by the blanket under the armrest on window seat. I report to the same gate where I landed after 1 hour, the lady said no one reported for lost item on the plane. And what I think the only access to the plane is the cleaning crew. I lost my wallet, coin case, cash, credit card and cell phone.
No assistance at all just happened in an hour but sorry. Airline said they are not responsible for any lost of carry-on items. I insist to contact the police and file the lost case in the airport. But the Atlantic police don't really know how to do, he step aside and make a phone call after I told him what had happen. Then he said nothing he can do about the inflight lost item. Policy is not responsible under the law. What I can do is to contact the FBI in LA where I departed or complaine to Delta. I was frusting and it really made me sad after our honeymoon trip.
Cash around $150, cell phone $400, Camera battery $25, coin case + wallet $120, waistbag $15, plus replacement of lost Sim card, credit card etc..
Jane of Evansville IN (05/13/08)
OUR FLIGHT FROM ST. LOUIS, MO TO ATLANTA, GA. TO CELEBRATE OUR ANNIVERSARY: This how it went: I and my husband had a flight out of St.Louis, MO on May 30, 2008 to fly to Atlanta to Cancun. To insure that we were on time we drove to St. Louis from Evansville, In. the day before, which is approximatley a 21/2 drive. We checked in the hotel, which is directly across from the airport, and paid for the night and for them to keep our car for 6 night at a rate of $8.00 per night. The next morning we were take to the airport by the hotel shuttle to catch our flight at 7:25 am. We arrived at the airport at around 6:00am, went to the ticket desk got our tickets and checked our luggage, grabbed a breakfast snack and went down to the security check.
This is where things started going wrong. My husband has two artificial hips and sets of the alarm when he passes through. At this point he is taken aside to wait for someone to come off the line to check him over. After a time a gentleman came over to him and did a complete scanning and pat down. As he is unable to walk fast, or run we arrived at the gate to get on the plane at approximatley 7:20 am. The lady taking the boarding passes for flight #0944 looked at us with discussed and told us that we were to late to board the plane. The door to the boarding ramp was still open and the plan was sitting still on the field. She then made a phone call to someone and after went over a slammed the boarding gate door closed. She told us that we would have to make other arrangements to get to Atlanta.
(Is there not a procedure of making a last call for anyone that has not boarded an airplane, we heard several, but our name was not called) She then called the ticket desk and told us to go up so that we could make other arrangments for a different flight. We went back to the ticket desk and the lady did some checking and said that there were no other flights available on May 30, 2008 that we would have to fly out the next day (first class) she said that was all that was available. This cost us an additional $1957.80 in addition to the $2955.90 we had already paid. After paying the additional amount we called the hotel back and asked them to come back and pick us up. When we got to the hotel we explained the situation and they were willing to let us have the same room we had checked out of for another night, which was another expense of $44.88.
We made these reservation so that we would be at our hotel on May 30, 2008 to start celebrating our anniversary which was on May 1,2008. By not being allowed to board an airplane that was sitting still on the ground not moving, we then missed a dinner cruse that we were to take on the evening of May 1,2008. Here again we lost an expense that we had already paid for in the amount of $136.00. This was over $2000.00 extra that we had not planned for, because of the slowness of the security department in having to wait for someone to frisk my husband because of his health issue and the rudeness and non-helpfulness and understanding of boarding clerk. We are an older retired couple and money is something that we do not take lightly.
Not only the extra money we had to put out, but the physical strane that it put on my husband trying to get to the boarding gate on time.
Jason of Anaheim CA (05/11/08)
Volunteered to be bumped on a flight from LAX to JFK. Had two bags checked. Flew four hours later on same route. Arrived to find only one bag was at the Service Center and had to beg them to find that one. My main bag was no where to be found and is now completely lost or stolen.
$2,000 lost plus had to buy clothes for that entire week, another $600.
Kevin of Hartford CT (04/29/08)
On March 26, 2008, I flew Delta from Bradley Airport (Hartford) to JFK New York. While boarding the flight in the jetway leading to the plane, I was told that my carry-on suitcase would not fit in the small overhead bins. A baggage handler collected my carry-on in the jetway and placed a Planeside Valet Baggage tag on my bag. When I arrived at JFK, I waited on the tarmac planeside with other passengers and watched the Planeside Valet Baggage being unloaded. I noticed that several of the pieces of luggage belonging to other passengers were partially unzipped. When my suitcase was unloaded, it was also partially unzipped. I immediately became suspicious, as I know the suitcase was fully zipped closed when I gave it to the baggage handler at Bradley.
As soon as I was inside the terminal, I opened the suitcase to discover that my brand new digital camera had been taken from the suitcase. The camera was inside a camera case, and there was a brand new memory card in the camera. The items were obviously taken by a baggage handler at Bradley, as the baggage handlers at JFK would not have had time to remove the items prior to unloading them. I immediately reported the loss to the Delta Baggage Service Office at JFK. They provided me with a file reference number and a Passenger Property Loss Claim Form. I was told that it would take 8 to 10 weeks to process the claim.
Be aware that your carry-on is not always a carry-on, depending on what aircraft you are flying. Dishonest baggage handlers know that passengers place valuables in their carry-on and take advantage of this situation. Be sure to specifically ask if your carry on will be able to be with you on the plane, or if you will need to use planeside valet and check it in the jetway at the gate.
This was a great disappointment to me as I was unable to take photos while on my trip when I continued on from JFK. It will cost nearly $300.00 to replace the items.
Olek of New York NY (04/24/08)
I was flying on a Delta flight from San Jose to New York, with a stop in Atlanta. This was a business trip and I was flying first class. When I arrived in Atlanta I was in a hurry because they dont leave much time between flights. I had bought some bottles of alcohol that I at the duty free that I was told would be separately transported due to my first class status but that was a lie. I ended up breaking a bottle while trying to pack it into my already full carry-on that they told made me check. I was hesitant to check it because I had very important documents for a meeting with a new client the next morning but I clearly had no choice and my plane was leaving within the hour.
When I got to New York I was told my bag was in Boston. I explained that it was very important that I have my bag in the AM for an important meeting. I was assured that the bag will be sent out first thing in the morning and that I would receive a phone call twenty minutes beforehand as a heads up so I moved my breakfast meeting to a lunch meeting. At 11am I got a call that a courier would have my bag to me between 1pm and 5pm (which is clearly very different from what I was told). I couldnt wait for my bag so I went to the meeting completely unprepared and lacking important documents. I am startup business and this client could be the difference between survival and failure.
This fiasco cost my business hundreds of thousands of dollars in lost revenue. The icing on the cake was when I got home after the meeting my bag had arrived and it was broken. There were also two cartons of cigarettes missing that I had bought in the duty free. I sent Delta a long email explaining the situation and was simply told to follow some procedure for damaged luggage. What they couldnt understand was that I couldnt care less about the $200 bag, the $60 bottle of alcohol, and the two cartons worth about $60, but rather the fact that I lost hundreds of thousands of dollars in revenue. I understand that I cannot expect that money back, so all I was asking was for the money for the stuff that was stolen and broker and possibly a first class ticket voucher for being a loyal customer and first class passenger. Both requests were denied and I now finally have a moment to express my displeasure. I will never fly Delta again and I will strongly recommend to everyone I know never to fly them again!
Hundreds of thousands of dollars in lost revenue along with about three hundred dollars in damaged or simply stolen goods.
Karen of Athens AL (04/22/08)
March 26, 2008 I few from Birmingham, Al to Seattle, WA with 1 connecting flight in Cincinatti, OH. I'm a firm beleiver in packing light, therefore, I do not check bags. BUT, I used a carry-on and a large purse to bring on the flight. I took out my camera to take a picture of the Rocky Mountains enroute from CIN to SEA. (Which means I had my camera on the plane with me). When I arrived at my hotel, I couldn't find me camera, my new four-hundred dollar olympus that I had bought specifically for my trip to Seattle. (big frowny face here) IMMEDIATELY, I call the Airport (to get in touch with someone on the Delta Terminal at SETAC to see if my camera is there still on the plane), who tells me to call the Airline, so I did. Rudely, an Indian lady who it took me nearly 20 minutes to get a person on the line at which is now 9PM PST, she tells me nothing more than you need to check with lost and found at the air port and see if they got it when they cleaned the plane because that plane doesn't leave again till in the morning. I do so the next morning when they were open in the lost and found department.
No luck, BECAUSE, the only air port that does that, actually sees lost items from the planes, is ATLANTA. I'm in freaking seattle...why is a customer service rep in INDIA telling me that that's standard procedure when it's only done at one airport in the US? I call again a week later, they have no record of my first call (delta that is). I do the whole spill all over again with another ignorant CS person on the other side of the earth who doesn't understand what i'm saying, so i'm sure they don't even get the discription right.
I called again today, just for shits and giggles I suppose. I get India Male today, who's even worse. I'm so so so terribly sorry mam, in a pathetic excuse to be really concerned tone of voice. There is nothing we can do it's too late mam. Im sorry, nothing. it's gone. we only keep items for fifteen days. 15 days? That's a mighty big piece of information that they don't tell you till it's too late. I'm pissed at Delta and I will NEVER EVER EVER fly Delta again. So what's realy going on? Are our lost american goods, going to India for company gifts to the 2.00hr/ Indian customer service reps? Are these items their bonuses? More likely that than I'll ever see my camera again I'm sure.
Loss of almost $500.
Karen of Athens AL (04/22/08)
March 26, 2008 I few from Birmingham, Al to Seattle, WA with 1 connecting flight in Cincinatti, OH. I'm a firm beleiver in packing light, therefore, I do not check bags. BUT, I used a carry-on and a large purse to bring on the flight. I took out my camera to take a picture of the Rocky Mountains enroute from CIN to SEA. (Which means I had my camera on the plane with me). When I arrived at my hotel, I couldn't find me camera, my new four-hundred dollar olympus that I had bought specifically for my trip to Seattle. (big frowny face here) IMMEDIATELY, I call the Airport (to get in touch with someone on the Delta Terminal at SETAC to see if my camera is there still on the plane), who tells me to call the Airline, so I did. Rudely, an Indian lady who it took me nearly 20 minutes to get a person on the line at which is now 9PM PST, she tells me nothing more than you need to check with lost and found at the air port and see if they got it when they cleaned the plane because that plane doesn't leave again till in the morning. I do so the next morning when they were open in the lost and found department. No luck, BECAUSE, the only air port that does that, actually sees lost items from the planes, is ATLANTA.
I'm in seattle...why is a customer service rep in INDIA telling me that that's standard procedure when it's only done at one airport in the US? I call again a week later, they have no record of my first call (delta that is). I do the whole spill all over again with another ignorant CS person on the other side of the earth who doesn't understand what i'm saying, so i'm sure they don't even get the discription right. I called again today, just for shits and giggles I suppose. I get India Male today, who's even worse. I'm so so so terribly sorry mam, in a pathetic excuse to be really concerned tone of voice. There is nothing we can do it's too late mam. Im sorry, nothing. it's gone. we only keep items for fifteen days. 15 days? That's a mighty big piece of information that they don't tell you till it's too late.
I will NEVER EVER EVER fly Delta again. So what's realy going on? Are our lost american goods, going to India for company gifts to the 2.00hr/ Indian customer service reps? Are these items their bonuses? More likely that than I'll ever see my camera again I'm sure.
Loss of almost five-hundred dollars.
Michael of Kernen Germany (04/15/08)
This month I was on Delta flights from Stuttgart, Germany, to Atlanta, with the final destination Las Vegas. My bag was checked through to Las Vegas. As usual and required, I picked up the bag upon my arrival in Atlanta (the first US destination), took it through customs, and rechecked it with Delta, with its original tag and destination Las Vegas. I was traveling with three colleagues who had the same itinerary and destination. All flights were on schedule. While my colleagues were able to pick up their bags in Las Vegas, my bag with clothes and belongings for a one week long business event was missing. I returned home from the trip after one week, but my bag continues to be missing.
I'm a Delta Medallion member since many years, but I'm very disatisfied how Delta handled this case: I was away from my home country for business and was in critical need of clothes and other belongings in my bag. Only upon explicit request I was handed out a travel kit with toilet articles for immediate use. During the first two days after arrival, the Delta call center told me that the bag had been located in Atlanta, and it would be only a matter of getting it on the next flight to Las Vegas. This status was later corrected to we have been unable to locate your bag. I was then told that I could get a compensation of $ 25 per day, but would have to call Delta every day to get an explicit authorization for it. Even worse, on the afternoon of the fourth day I was told that I would be calling too early to get compensation for that day, and would have to call them again after 6:30 pm, since my initial report had been submitted at that time. I spent many useless hours on the phone with their call center in India, often with agents who had accents that were very hard to understand. I spelled my home address multiple times, but yet they were unable to capture the address correctly. On the last day, I checked with Delta in Atlanta to get a written confirmation for my insurance at home that the bag was still missing, but the agent refused to give that to me. Her repeated, trained response was we have no information about your bag. Since I insisted not to leave their office without a written confirmation, the Delta agent gave me a sheet of paper with a hand-written note that said that the bag was still missing. Finally I was told that the Delta claims process would take between 8 and 10 weeks. I have submitted my loss claim yesterday by fax, now waiting for their response.
The missing/lost property had an original value of about $3000.
Jonathan of Atlanta GA (04/12/08)
I am young professional and travel by air a little less than once a month. Living in Atlanta, I tend to fly Delta as Delta provides more options from our airport. Yet I've stopped recently as in the past year Delta has lost my bags FIVE Times! I have flown with them 11 times in the past year. That's almost HALF OF THE TIME!
In one case, I had a connecting flight to Tanzania, where I would be traveling alone through countryside doing healthcare research - and most of what I needed for my research was in my suitcase! Delta finally delivered the bags to me two days before the end of my trip! When I got the bags, my camera was gone.
This winter I went on vacation in Egypt. Delta again lost my bags and I traveled through vacation buying clothes along the way. I bought some small stone statues, which made it on an old rickety plane from Southern Egypt to Cairo and then across the ocean and through customs where you re-check your luggage. I specifically had my luggage marked as delicate, although the STONE statues were wrapped in bubble wrap and unlikely to break anyhow. Sure enough, when I switched airlines in New York to go on a Delta flight, they once again lost my luggage. It was sent to me over a week later and my statues were all broken! I can't imagine what they had to do that suitcase to break those things! And that was twice in one trip! They lost the bags on the way there AND the way back!
Not to mention that for international flights they use incredibly old planes that should be off the runways by now, and the last one was so dry that I woke up and my nose was bleeding because the skin inside had dried up and cracked. Me AND the person I was traveling with BOTH got sick.
So I finally got fed up and wrote Delta a note in their Customer Service forms online. I mentioned that if they did not respond I would stop using my Delta credit card and stop flying Delta altogether.
Sure enough, they haven't responded and I have done exactly as I promised to do. I can't believe how pathetic this company is.
Kim of Blackshear GA (04/12/08)
On March 29, I flew from Atlanta, GA to Guatemala City, Guatemala for a Medical Mission Trip. I checked in early as required for international flights. My luggage (two large rolling) didn't arrive with me. Delta said it would arrive the following day. It arrived and a transportation company drove 1 hour from Antigua to Guatemala City to pick up my luggage. After leaving the airport, the driver was robbed at gun point. The robbers took his cell phone, wallet and the van he was driving. The van was found hours later on the side of the road however, it was empty. Delta was contacted and their instructions were to file a claim and list every item that was in the luggage. I faxed the claim form, a police report, an incident report from the transportation company and an itemized list of the items in both pieces of luggage.
I'm a nurse who was going on a one week medical mission trip and I only had the clothing I was wearing. Most of the clothing that I owned was in my luggage. All of my makeup and personal care items where in the luggage. I had to buy a pair of shoes and several items of clothing while in Antigua, Guatemala that I wasn't prepared to purchase. I will be traveling back to Guatemala in May for another Medical Mission Trip. I need my clothing replaced. I can't afford to go out and buy all new clothing, a new stethoscope and personal items. Delta has informed me it would be 10-12 weeks to process my claim. I instructed them that their website states 4-6 weeks. The Delta representative instructed me the 4-6 week time frame is when they aren't behind on claims. I just wish they would process my claim so I will be able replace my belongings.
Carla of Seminole OK (04/09/08)
Members of my family took a flight to New York City from Oklahoma City (April 2-7, 2008). One member was booked on Delta. I was present when his one bag was weighed in OKC. It weighed 50.1 pounds. He was assured his bag was fine. After the same bag was checked in New York LGA for the return flight he was informed his bag was 30 pounds over weight and must pay $80.00 or the bag would be taken off the plane. They refused to show him bag being weighed. Since nothing had been added or removed from the bag I find a 30 pound weight gain to be unbelievable. A Delta employee saw a quick way to take advantage of an inexperienced kid and more than likely pocketed the money as no receipt was given. It seems to me Delta wants to go out of business by treating people like this.
Eighty dollars may not seem like a lot of money to most people but to a struggling college student this was his meal money for the next week.
Machelle of Mooresville IN (03/24/08)
I was flying to Germany for a week long business trip on Delta with a layover in Atlanta. My bags did not make it to my connecting international flight. Upon arrival in Dusseldorf I was directed to go to thw Swissport office and give them my information. I gave them the address where I was going to be staying in Wiggensbach that evening. Upon arrival at my hotel that night there was still no luggage. I called Delta 800-325-8224 Customer luggage and they had no word on my luggage and the number that Swissport provided on the form was never answered. I spoke with a representative at Delta and was told they could not help me. I then spoke with a supervisor (Pat) and was told that it was possible that British Airlines may have my bag. I asked if they could contact them to make sure and was told that she could not make long distance calls!! She gave me the number to British Airlines and I called for her. That number was not a valid number. This total time on the phone with Delta was 2 hours long at a price of 1.29/min on my cell phone! So the next day I emailed Swissport on 11-March 7:29 am requesting information. I recieved a email at 8:54 indicating that the bag had arrived and would be transfered to a new flight that day. It was to arrive at the Munich airport at 15:54 and then deliver to my hotel. Delta had marked my one bag with one tag and my cart with another tag and they did not know which one had arrived. A returned response indicated that what was found was my suitcase. I indicated that that is the information that I needed and that I would be in my hotel until 11:00 am on the 12-March and then catching a flight out of Munich. Axel Pick @ Swissport Dusseldorf emailed that his collegues in Munich would call and advise a delivery time. I never recieved a call. At 7:34 am on 12-March I called the number again with no response. So I emailed that I had not heard from Munich and provided my cell number since I was leaving for the Munich airport. During this time the secretary where I was visiting a customer used her travel agent to try to find my bag. I was directed to go to the Aerogate in the Munich airport and they would give me a my bags.
I found the office and no one there spoke english but I was able to get a tag and was told to go to lost & found, which I never found. I rushed to my gate to my flight to Geneva and spoke with the attendant for KLM and she was very very helpful. She found out the bag had just arrived that morning and was put in a car back to Wiggensbach. She directed me to the Swissport office in Geneva. Upon arriving there I found out they do not handle Delta claims but they researched and took all the rest of my trip information and made sure that the Munich airport had it. Upon my arrival at the hotel at 6:30 I discovered all the stores close at 7:00 and there was no way that I could go shopping. Finally at 12:00 that night my baggage arrived and I was able to wear clean clothes.
I plan on getting a detailed phone call list of how long I talked to Delta and charging them back for the call. Since I can not file for clothes I will file for my time spent doing their job.
James of Woburn MA (03/12/08)
I was returning from Florida (Tampa) with a lay over in Atlanta to Boston after the funeral of my father. I retreived my luggage from the baggage claim and headed for a hotel. When I got to the hotel, I opened my bag to find that the camera that I had used to take pictures of family and of my father's funeral was not in the bag. The next morning I returned to the airport and requested to speak to someone, as I was very distraught.
Basically, I was brushed aside by the person working the luggage claim room, with the attitude that I shouldn't have put the camera in my checked luggage...that it was my fault that one of their luggage employees had broken into my bag and stole the camera. Well, I did manage to fill out a form and left it with the Delta Luggage employee with little hope of ever seeming the camera again.
Of course, this was 4 months ago, and apparently Delta never follows up with their claims. Delta has lost all of my respect, and I will never fly them again. By the way, I flew first class every flight with them.
T of Easley SC (03/12/08)
While trying to make an airline reservation for round-trip tickets in February 2008 for a work-related trip. I ran into a problem at the final process step. There was an error on the web site, and it told me to call an 800 number. I promptly did so and was greeted with a representative with a terrible accent who repeatedly claimed we had a bad phone connection, although it was perfectly clear on my end. She asked me my name, then asked me to spell it. Twelve times. Then she asked me for all the information I had entered on the web site, then asked me to spell my name again, six times more. Then we went into the trip itself, after which she asked me to spell my name. Four more times. I had a very hard time understanding her due to her heavy accent, and I had to repeat everything several times to her. Mind you, all this is going on while I am at my job.
So, I am spending inordinate amounts of time on the phone while my manager sits ten feet away. I was never able to get the reservation, and she asked me to spell my name again; so out of sheer frustration I hung up the phone. I sent an e-mail complaint immediately and got an apology from Diana Kates in Customer Service. Then today I got a phone call from Delta telling me they were calling to confirm my reservation! It took me fifteen minutes to tell her there was no reservation. (Diana Kates' reply had said there was none.) I ensured there would be no charge to my company. This person also had a terrible accent and apparently did not understand English, as I had to repeat all my statements multiple times. But I finally got a cancellation confirmation number from her. I will never ever, ever attempt to fly Delta again. EVER.
I don't know yet if our credit card will be charged, but I spent a lot of work time trying to make the reservations and trying to make sure none were made when I couldn't do it online.
Terrance of Buffalo NY (03/09/08)
On Friday, March 7, 2008, I was booked on a flight from Charlotte to ATL and then on to Buffalo, NY. I arrived at the airport on time and was ready to leave, when we were told that there was a mechanical problem. Delta Airline re-booked me onto a flight with USA which was the flight from hell. As of today, Sunday, March 9, I still have not received my luggage, and no one seems to know were my luggage is. Please, in the future, do not fly on USAir--to be mistreated when they try to find out information regarding other flights to get home or the whereabouts of the consumer's luggage.
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Denise of Rancho Santa Margarita CA (03/08/08)
I flew from Orlando to (what was supposed to be) Orange County with a layover in Atlanta. The boarding staff at Orlando was too busy selling upgrades to firt class then doing their job boarding the plane. The plane left 1/2 hour late and we missed our connection in Atlanta because the plane left 7 minutes early. We arrive at the gate 6 minutes early to find that Delta had sold our first class seats. Anyway - I got rerouted to LAX (luckily and without assistance from Delta service desk in Atlanta) that night. I was told a shuttle would take me to Orange County. That didn't happen.
I was told that my bags were in Orange County - so at 1:00am I arrived at ORange County to find everything locked up and everyone gone. You would think that Delta would have conveyed this to me when I got off the plane, rather than telling me to go to SNA. The next day - I called to get my bag delivered. Delta couldn't do that because 1 - my bag wasn't there and 2 - I had to go to the airport to have the baggage department fill out a lost baggage form. It took 2 minutes to fill it out - something that the 800 number service people in INDIA could have done easily - but they have to make it more difficult for customers don't they? Anyway - 5 days later and I still don't have my bag.
Stavoravdi of Halkida OTHER (03/01/08)
I arrived at the Athens International Airport this morning from New York, and I found that my bag had been opened and searched.The zipper was broken, and the bag was wrapped with Delta Airlines tape! I then filed a claim, and I opened the bag and discovered that my brand new Ipod was missing! I then filed a new claim and was given a phone number of the person responsible of the lost and found department. I have been calling all day, and there is no reply. Is there any chance for a product refund? I would appreciate any help.
Damaged suitcase, stolen brand new Apple Ipod. Price $149.00 plus tax!
Gwinnis of Snellville GA (02/25/08)
My husband and I traveled to Kingston, JA on 2/21/08 for his mother's surprise birthday party. When we reached Kingston we were told that one of our bags will be delayed and will arrive in the evening. Well, the bag did not arrive. The bag arrived the next night at 9:00 pm. One of Delta's reps in Kingston told us this happens on every flight because it's a small airplane. I told her that the airlines should get a bigger plane or limit bags. Again, on our way back home from the trip while on board the plane, I'm watching outside the window looking at our bags being left again, 2 of them this time. It seems if you go too early to the airport, your bags are at the bottom, and chances are your bags will get left behind if you're flying in a smaller plane. We are very disappointed and scared to check our bags. If I fly Delta again, I will either go a little late or take a carry on bag.
Alejandra of Irving TX (02/24/08)
I was traveling from Dallas, Texas to Washington, D.C. and my bag got lost. I went to complain to baggage claim and they told me that if I wanted money for what i had lost, I needed to present all the receipts of things that were in my bag. This is absolutely ridiculous, it was Delta Air Lines' complete responsibility for the loss of my bag. No other Air Line Would do this. I would have wanted and I would still like something done about this! Thank you.
Joe of Shelton CT (02/10/08)
After arriving Hartford, CT just before midnight from Atlanta, GA we found that both of our suitcases were missing. Filed complaint approximately at 12:30 am. Both suitcases were delivered to our home, approximately 60 miles from the airport, early evening the same day. Resolution better than I expected so be optimistic.
Carlissa of Clearfield UT (02/04/08)
I boarded a non-stop flight from Kansas City, MO (MCI) airport at 6:10 a.m. today (got up at 4am and paid extra for a non-stop flight) on a non-stop flight to Salt Lake City, UT. I arrived in SLC International Airport and proceeded to baggage claim. Waited almost 1 hour to find out that my luggage (along w/numerous other customers') was never loaded in Kansas City! I cannot begin to describe how frustrating this is. The airlines limit what you can carry on the planes. Heaven forbid you have 3oz. of anything not contained in a Quart Size baggie. So you opt to pay more and fly non-stop to reduce your risk of not arriving with your luggage and guess what? Too Bad! Not one customer service representative announced luggage was left in Kansas City, MO. No effort made to notify passengers so we could go on to our workday in Salt Lake City. I cannot believe the discourteous behavior.
How do you NOT HAVE YOUR LUGGAGE LOADED ON A FLIGHT THAT LEAVES AT 6:10 IN THE MORNING - TRUST ME - THERE WAS NO CONGESTION OR CONFUSION in Kansas City. I just signed up for the frequent flyer program with Delta because in the next 20 months my husband and I will be flying weekly and I am so sick now that this is what Delta service looks like. My friend in KC flies nationally and internationally frequently and he told me sign up with anyone but Delta. I am going to try something different and think I will report this to the BBB.
My husband was late for work secondary to the delay. My Scriptures were in my suitcase and I could not facilitate my weekly Torah Study without my notes and Holy Scriptures. My luggage which contains valuable items will be passed around to who knows who and of course it is not locked because if you lock your luggage the airlines may need to cut the lock off your luggage. So some taxi driver will probably deliver thousands of dollars of personal belongings to my door and never did I agree for my personal items to be in anyone's possession except Delta airlines. I want free tickets and I want my luggage on a non-stop flight to arrive with me!
Willys of Columbiana OH (02/03/08)
While flying fron Orlando Fl. my luggage was lost. At Pittsburgh they told me that it would be at my house about noon the following day.The luggage was known to be in Peoria, Ill. I stayed home from the family Super Bowl party to be here for the delivery. I MUST be at the Hospital tomorrow 2/4/08. I'm now told that they have another 24 hours to deliver my luggage. I cannot get any decent help. I can get all of the I'M SORRY remarks that I can stand to hear. Why is it ok for the large companies to just say, I'M Sorry, and the customer take it on the chin again, and again. Well I do believe it is time for me, after just recently getting my american express card, to get our points and flying delta exclusively to say. I'M SORRY,I don't believe I, or any of my family to be flying delta any more.
I wonder why delta never offers a flight at discount, or free, to show customers that they are truly sincere about the problems endured ? I know, they are SORRY, that policy does not allow such human courtesy actions. Well I'm sorry also. I know that I sound quite irritated. Well believe it or not, today I've decided that, I'm Sorry, is not an appropriate, one size fits all answer. Also, when you charge top of the line prices for a service, I feel that the customer has the right to expect some responsibility from those that are offering such services.
Mariya of Brooklyn NY (01/08/08)
Delta has lost my baggage in Rome, Italy on the 27th of August 2007. Today is the 8th of January 2008, and I have filed my claim in Rome, and I've sent my claim to Atlanta, GA. I've called Delta 4 times, and yesterday I got a letter in which Delta says that I've received my baggage in New York. And this is incorrect. I've called Delta again today, and had to leave a message. (Will Delta call me back?)
The value of my baggage was $4500. I had to buy everything in Italy, as soon as I arrived; I had a purse only.
Miguel of Lakeland FL (01/07/08)
My wife and I were flying home from our honeymoon in the Dominican Republic. The trouble began at the airport when we had to wait about 3 hrs. just to get checked in. In fact, they were calling for last boarding when there were still about 60 people who had not been checked in yet. The computers were not working, so they manually wrote in our boarding passes and the tags on our luggage. When we finally got to Atlanta (one hour late), they asked us to get our luggage, screen it through customs, and re-check it for our final destination: Orlando, Fl. It was about an hour before our bags showed up at baggage claim. In the meantime there was no Delta representative who could tell us where our bags were. Finally, we got our bags, and they told us to take them to another location where we had to leave them and rush to catch our connection. Needless to say, we missed our flight and had to wait 2 more hours to fly home to Orlando.
When we got to Orlando, our bags were no where to found. Delta had no idea where the bags were since they were never scanned into the computer. Eventually, my bag showed up the next afternoon. However, my wife's bag has not been found, and no one is going out of their way to find out where it is. In fact, we have not had an apology or any other compensation. My wife has had to purchase new make up, bathroom supplies and shoes so that she could go back to work. Delta will reimburse her. We have not had one Delta representative be respectful or assure us that the bag will be found. We are very disappointed with Delta airlines and hope that they change to a more customer-focused way of doing business
We had to pay to stay at a hotel in Orlando when we arrived.
Devin of Port Orchard WA (01/04/08)
I am in the Navy. I flew from Seattle, WA to Greensboro, NC. My Navy uniforms and other items were stolen from my checked baggage, and my white tee shirts looked like someone wiped their shoes on them. I filed a report at Greensboro airport with Delta. The file reference number is GSOF810203. My mother emailed a copy of my receipt for the replacement of the stolen items to Delta on November 8. They have yet to reimburse me for $320.11. She has emailed them two or three times and called twice. At first, they said it would be 8-10 weeks. Then, they said 10-12. She told them that I am being deployed to Iraq soon. I have one more month of training before I go for one year to Iraq. I would like my money before I go.
I am very upset. My paycheck is only 800 dollars a week. I had to charge my replacement items on my credit card at 12.5% interest. The additional charges affected my credit score. I'm getting ready to go to war. These people act like they don't care. I thought they would,at least, try to expedite things for someone serving his country. My mom is very upset. She doesn't know what else to do.
Mercedes of London OTHER (01/02/08)
Delta lost my luggage in the Atlanta airport. I retrieved my luggage at the International Baggage Claim, went through customs with it, then re-checked it as required. I went upstairs to the Delta Baggage Claim carousel, and one piece of my luggage never appeared. Coincidentally, it was the piece containing all of my newly purchased items from my trip, including duty free purchases. Apparently the new security measures requiring luggage to be rechecked after an international flight are providing new theft opportunities. Well, I made the claim, and 11 weeks later am still waiting for Delta to contact me. I contacted them today and have been told there is a backlog. We will see what the outcome is, but Delta has not contacted me at all regarding this issue. The loss reported was $2500 although it was actually more than that.
Luke of West Grove PA (12/30/07)
Delta lost our luggage. They ended up putting the wrong tag on the bag which then got sent to the wrong destination under someone else's name. They never update their website to give you status. They never, ever reach out to you to give you any information. If you call them, you go to India and spend 45 minutes spelling every bag number, name, city etc., because they can barely understand you and vice versa. Even when WE discovered the error, the bag sat (and is still sitting) to be re-tagged to get to our home. Our bag is still not returned - even though it seems we have identified its location. Seems like everyone calls and yells at them, so they are very appreciative of people who are 'nice' to them, however, the system is so broken that they can't help one way or the other.
Most of our Christmas gifts were undelivered. We had no appropriate clothes for the holiday parties we planned in advance. The 25 dollars a day won't buy a shirt, much less provide for the missing 8 days of clothes for 2 people. We missed important holiday parties with my company senior executives. We had no shoes other than the informal shoes we wore on the plane down. No idea on the baggage since we still can't seem to get the bag back.
Lowe of New York NY (12/27/07)
I ck. into the Charlotte,NC.airport on
12/7/07 enroute to NY Laguardia. Flight
sheculed for 5:45PM Didnot leave N.C until 7:15 pm. arriving in NY at 9.02pm.
My luggage was not in the baggage after the plane arrived. Since 12/7/07 my grandmother has called daily checking on my luggage (2 bags). All my clothing
has been lost. I was coming from school
for the holidays and to work at Macy's
for the Xmas. Holidays. We have been told by 3 representatives that the luggage arrived in NY. We have only received apologies and told to file the report for missing luggage.(this we have done.) It will be l0-12 weeks before we receive a decision. In the meantime I have had to borrow clothing to go to work and this has caused my grandmother financial hardship in seeing
that I have some new clothing as she had just paid my college tuition for the 2nd semester. I am to return to school on l/l/08 and at that time I may
have to purchase new clothing.
Nick of Walnut CA (12/18/07)
While boarding Delta Connection flight DL 4262 at Atlanta Airport on November 4, 2007, I was told to gate-check my carry-on luggage because the plane's overhead bin or under the seat are too small for my carry-on bag. I gave the carry-on bag to one of their personnel right before entering the plane. When the plane landed at Evansville airport, the bag was delivered to me right outside the plane. I pick up the bag when I exited the airplane at Evansville Airport. When I got to my rental car at the airport and tried to retrieve the GPS System, it was no longer there. Also missing was the company cell phone.
I went back to the Delta counter immediately and reported the items missing. The GPS and Cell phone were last seen in my carry-on bag right before boarding the plane. The bag was with me at all times and has never left my sight except the time it was checked-in. I received a letter from their Customer Relations Specialist after filing the claim and told me: "Regrettably there is no adjustment which can be made for your loss."
The cost of the GPS System and the cell phone is $1,000. Original receipt for the GPS was sent with the complaint form.
Patricia of Grand Junction CO (11/23/07)
On Oct 26 I was on Delta flight 1471 LV Seattle, WA to SLC, Utah with connection to Grand Jct., CO. When I arrived in GJ from Delta flight 3806 (SkyWest) and picked up my bag I found that it was completely demolished! When I arrived home I had a message on my message machine from DELTA AIRLINES LOST AND FOUND from Amy. She told me that my purse had been recovered and was in lost and found at DELTA AIRLINES IN SALT LAKE CITY. Amy gave me a reference number of #2795 and asked that I return a call to her to identify my purse and make arrangements for it's return to me. She called me on Fri, 10/26 at 5:15 PM long before I arrived home from the GJ airport. Obviously the purse was found and recovered in Salt Lake City prior to my boarding the flight to GJ. I returned Amy's call on 10/27...a Saturday so of course I got no answer. I waited until Monday, 10/29 and called again speaking to Kristi as Amy was not in. Kristy told me they indeed had the purse, I described it to her (it had my ID tag in it) and she assured me that she would get it in the mail the next day.
To date I have not received the purse or a response to 6 or more messages left at the number provided to me 801-744-4593. Finally on 11/14/07 I drove out to the Grand Jct airport (I could not get a phone number for the local Delta/SkyWest office. When I got there I spoke with a Delta/SkyWest rep named Heather. She was very apologetic and tried to help me. She also tried to call the number in SLC and got only recording after recording. She told me that she would send an inquire over the computer and see if she could get an answer. She said she was told it was a SkyWest problem since it was a SkyWest flight and that they do not have a lost and found! DUH!
It's now been nearly a month and I am getting more frustrated and angry by the day. They already admitted they had the purse and promised to get it returned to me. I did not LOSE the purse...it obviously came out of the suitcase that the baggage handlers tore to bits.
In addition to my blood pressure being effected, the time I've spent on this idiotic problem I am out a purse valued at $210.
Jutta of Borken OTHER (11/23/07)
Upon arrival at Buffalo airport via Delta, one of my suitcases was missing. I was informed on Nov.10, late in the evening, that my luggage was found. It was available at 11 pm at Buffalo Airport, where it was collected by a friend of mine. As it could not be delivered until the following day, I was required to buy some necessary things personal items costing $245.98. I would appreciate compensation for outlay.
Loreta of Raleigh NC (11/21/07)
My family flew Delta to Barcelona from USA with an airline-caused delay, our bags did not arrive. We filed a complaint and proceeded to our residence in France. Every day we called the US-based number for the update of the location of our bags. Every time we called we received different information from some heavy-accented service representative with the name John or Jenny, who gave us a number for a different airport and explained that we should call the airport as they were not authorized to make international calls. In most cases, the numbers were incorrect or there was only a voice mail.
Five days later, after having spent 15 hours on the phone with no one who can give us any real information were the bags truly were, we concluded that the Delta bag tracking system is so faulty that there was no point in trying anymore. Instead of service representatives tracking the bags, they were trained to apologize profusely and then give an incorrect number to call. They could not venture beyond the basic phrases of English; the outsourcing of services comes at the expense of customers.
Fallon of Baltimore MD (11/21/07)
I was on a Delta returning flight from Charleston, SC to BWI and my bag got lost. The airline can't find it anywhere because they said it was never scanned. For the most part everyone I have talked to has been extremely rude to me. One of the supervisors told me that the only thing I can do is to suck it up and wait for the bag to pop up. Its been almost two weeks now, and they haven't offered me any reimbursement for ANYTHING! And I'm now without any of my nice clothes, make-up, hair tools, etc. for the holidays. I am very unhappy that I have no choice but to take a huge hit for Delta's mistake.
Jennifer of Rochester NY (11/20/07)
I sent a letter to Delta Airlines detailing their terrible service and my equally terrible travel experience in October, 2007--with no response from them at all. They lost my luggage, and I have never received the $25.00 per day allowance or my lost luggage. I also have not received any response to my filed lost baggage claim.
I have lost my clothes, makeup, personal items and luggage with no reimbursement. The cost was well over $1,000.00. I also lost a vacation day at work. Most of all, I had to endure both the nastiness and then the non-response of Delta and its representatives. It is difficult enough for me to fly, but then to pay for something and to get this horrendous treatment is just vile.
Tham of Brooklyn NY (10/28/07)
I flew Delta from San Juan via Atlanta to N.Y. Laguardia. When I reach home I found all my clothing so wet it has water dripping from it. Looks like they did not protect my luggage when it was raining heavily in San Juan. Not only that, while waiting to get on my flight, I could see their baggage handler throwing luggages in the bin like garbage bags. I will never fly this airline again.
All my clothes need to be dry cleaned, and some were spoiled because of colorfast material and had to be thrown away.
Stephanie of Indian Trail, NC (09/17/07)
My husband and I had a flight from Charlotte, NC to Liberia, Costa Rica with a layover in Atlanta. Our layover in Atlanta was 4 hours long. We arrived in Costa Rica when scheduled, but unfortunately our luggage did not. Our luggage was delivered 24 hours later to our resort, only for us to find that our movie camera and digital camera had been stolen.
We filed a complaint/claim within our 7 days only to receive a letter 8 weeks later with Delta "respectfully declining our request for payment".
Please explain to me how they get away with this? Are their employees not held to the same standard that most employees are?
Angelina of San Juan (06/21/07)
My mother arrived to San Juan the 19 of June, Delta flight DL579. Her and her granddaughter’s suitcase did not make it and to this day the luggage is still missing. My mother is diabetic and all her medicines are in the suitcase. They told her to stay home and wait. This is affecting her health and she is unable to sleep.
Sofia of Baton Rouge LA (02/26/07)
Our luggage was lost for more than one day, which had as a result that we had to spend our trip to Boston without any clothes. We had to spend a night sleeping in our clothes and the next day we had to go to very important meetings in the same clothes, looking totally unprofessional and without the documents and everything that we needed for the meetings.
100 dollars worth of perfume was missing from our suitcase (so, somebody had to open the suitcase and take it) and the suitcase itself was damaged in a way that it is of no use any more. We sent the documents 2 days after the trip and 2 more times after that. We managed to contact them on the phone a couple of weeks later. They refused our claim because they took into consideration the date of the phone call and not the date we faxed our claim!
Mauro of New York NY (02/21/07)
On 14/Feb/2007, due to a winter storm in New York City many flights were cancelled. I was on a flight to Brazil scheduled to take off at 8:40 p.m. Until 8:30 p.m. the flight was still on-time. After a few updates, we were able to board at 10:00 p.m. The pilot just told us that we were waiting to be pushed back, until 12:30 a.m. when the flight was officially. As if that wasn't enough frustation, no one could give a clear picture of the next steps. Unfortunately, having missed that flight I decided to cancel my trip at all.
That is when the nightmare started. I was informed to wait in the baggage claim for my luggage. After waiting for 2 hours, I decided to approach baggage services, which told me that my 2 bags would go Brazil regardless and that both would be sent back and delivered in my house in a few days. After 7 days, I am still looking for any information. Every day I call baggage services I get a different answers, and obviously no one can send me an email to prove what they are telling me, neither can I talk to a helpful person. If you thought that airlines trace your luggage as Fedex or UPS trace their packages, you are completely wrong. The tags are apparently useless.
Alicia of Catonsville MD (08/15/06)
I just flew home from spending 3 weeks in Dublin, Ireland. Due to heightened security issues, I checked religiously with Delta regarding what I could and couldn't carry on board. As of 5:00 am on August 14, I could carry on a small bag and my laptop, however I was informed by a Delta representative at Dublin International Airport, that I could ONLY carry on my lap-top bag: everything else had to be checked. I asked about my medication and was informed that unless it was needed during my flight, that I should check it as well. I arrived at JFK airport, with out issue, and retrieved my 3 bags. I then stood in line for 90 minutes, waiting to have a Delta agent check my bags in again for my flights to Boston, and then to Baltimore.
WHen I finally spoke with a Delta agent, my bags were added to a long line of other passenger bags, and I was told that they would be marked and forwarded to my final destination, without issue. I asked if I needed luggage tags or any paperwork saying where the bags were going, and I was told No, they will be taken care of. Go on to your flight. I arrived in Baltimore last night (an hour late), and I have NO luggage. Delta has misplaced all three of my bags, and as of last night the representative could not tell me where my bags were. I was given a reference number, and was instructed to check in on Aug 15th, and was told that Delta was sorry for my inconvenience. I have spent the day trying to locate my 3 pieces of luggage, to no avail. I have spoken with 3 Delta representatives (and was hung up on by the last), and Delta at this point in time can only locate ONE of my bags.
In the meantime, I have had to purchase refills of my medication, new underwear and clothing, and new toiletries, and was informed by Delta that I could apply for reimbursement however because I am staying at home there is a high possibility that I won't be reimbursed. As of this time, Delta still can not tell me where my other 2 pieces of luggage are, and they can not tell me when I will receive the one piece that they have located. In a time of heightened airline security, I find this highly alarming. Delta just simply can not find my luggage. TO boot, because I was instructed to check my camera through since it wasn't essential to my flying home, Delta said they will not replace my Camera if it is lost or stollen.
I have spent $50.00 to purchase essentials, and am without my casual business attire until my luggage can be located. I have also been listed as an irate customer. I expect to purchase more clothing in the next day, depending on whether my luggage is found.
Steve of Wichita KS (7/22/03):
I was returning from a fishing trip I took in July. I had flown to Ohio to visit with my parents, and then drove to Canada to fish with my Father. I checked in at the kiosk in Cincinnati, and then went to the counter to check my bags. I had one duffel bag, one tackle box, and one fishing rod case that is about 4 feet long and about 4 inches in diameter. When I got to the counter, a female ticket agent said that I would have to pay a $40 fee for having three checked bags.
I explained that I had looked at Delta's web site and found that a tackle box and fishing poles are considered one bag, and had called tha airlines 800 number to confirm that fact. She stated that I was incorrect, and would have to pay the $40 fee. I told her that I had flown to Cincinnati on Delta witht this same amount of luggage and had not been charged ths fee, and had flown to take this same fishing trip for the last 20 years with several different airlines without any problems, up until now.
At this point the discussion started to get heated and I asked if the tackle box and rod case were tied together, if that would be considered one bag. She said yes, but that she had no string or rope to tie them with. She made the statement "That's life, sir!" I made a statement that this was total bullsh*t, and she said that she wasn't going to argue about it and walked off to another station to check in another passenger, leaving me standing at the counter.
I grabbed several zip ties they had at the counter and fastened the handle of my rod case to the handle of my tackle box, and one of the other ticket agents came over and asked to see my I.D. After showing it to him, he apologized for what had just taken place. I toild him that it would never happen again, because I would never fly Delta again. After arriving in Wichita, I went to clain my bags, only to find the handle broken off my tackle box and still tied to my rod case. I stood by the Delta counter for about 45 minutes before anyone showed up (I arrived in Wichita at 10 o'clock on a Sat. night) only to be told that they do NOT cover handles.
I explained this would not have happened had their ticket agent in Cincinnati not forced me to tie them together or face a $40 charge. He said he was sorry, but they don't cover handles. I have written to Delta on their web site, but to date, have not received a response.
David of Lizelle GA (10/29/02):
On Oct 28th, of 2002 I flew from Atlanta to New Orleans on their 8:50 am flight as I have done for the last four months. I arrive at the airport approx. 2 hrs early each Monday to prevent any unneccessary delays. I always check one bag, my suitcase for the entire week. I am a Platinum Level Delta flier, one of the Elite status flyers, which is a very small percentage of Delta's flyers. I have accumulated close to 2 1/4 million frequent flyer miles with Delta alone.
During this trip my bag did not show up in New Orleans. Well, right off I knew something was fishy since I originated in Atlanta and it only had to make that one segment to get to me. I also knew they had plenty of time to get the bag to the plane because I had arrived so early. At two that afternoon I checked the 800 number for the location of the bag. I was told the bag was in Atlanta and would be on the 6:30pm flight arriving in New Orleans. I ask why it had not made it on one of the other six flights that had come in from Atlanta and they did not know.
At 8pm I called again, only to be told that the bag was not on the flight, but held up in Atlanta with security screening. I ask for authorization to go buy toiletries and clothes for the next day but was told no. I would have to wait 24 hours before authorization to buy anything would be granted, and then only for $25. You can't even buy a decent pair of slacks for $25, much less the underwear, toiletries and shirt to go with it. At 9:30 Tuesday morning (the passing of the 24 hour time period) I called the 800 number again, again the bag still in security screening because they did not have the 3-digit combination code for the case, which was not coded (not locked).
Still they would not authorize me to get anything to wear. I am to call back a 5th time later today to see where the bag is, but was assured that I would only be allowed to spend $25 for clothing. So here I am, a loyal flyer with Delta and they treat you like a criminal. My loyalty is quickly dissipating. They have inconvenienced me for the last time.
John of Kansas City MO:
I flew from Athens, Greece on November the 26th arriving in Kansas City Missouri (MCI) via Zurich and Atlanta on the same day. Upon arrival I collected my baggage and left the airport.
When I tried to open the suitcase (Baggage check number SR 067895), it would not open. For that night and the next morning I had to borrow clothes. On the 27th I sent one of my colleagues out to the airport to report the damage. Upon arrival he was informed that the damaged lock was not covered. Of course it was quite a surprise being that the lock was definitely knocked out of action during shipping of the suitcase.
The persons at the baggage office had to force the lock open, damaging it further. Then the suitcase was left there with the impression that it would be replaced due to the damage.
On Wednesday the 1st of December I called the baggage claim office at MCI and spoke with Angela. She informed me that the suitcase had been lent out and that it was their understanding that it was not going to be fixed and that I had no more claims over it. Needless to say I was quite shocked by this information as the suitcase would cost over $200 to replace.
On Thursday the 2nd of December I called the baggage claim office again and this time spoke with Susan who informed me that the suitcase was actually still there and had not been lent out. She gave me this address and asked me to write a letter to you regarding whichever grievances I may have. So today I am writing this letter.
In my opinion the suitcase should be fixed or replaced by Delta as it is quite obvious that the damage was caused while under Deltas care.
We at the Rupanuga Vedic College are faithful customers of Delta Airlines for many years and would appreciate your help in this regard. As we travel quite a bit please act quickly in order for the suitcase to be repaired. I thank you very much for your consideration. If you have any questions regarding this matter please don't hesitate to contact me. Sincerely ...
Delta's reply:
I am very soory about the problem you encountered with your bag when you traveled with us on November 26. Every precaution is made to have a passengers luggage arrive in the same condition as when it was checked into our care.
We want to settle all claims to our customers satisfaction. However in this instance whtere is no evidence to indicate that your luggage received imporper handling while in our custody. Accordingly we must respectfully decline your request to have the bag repaired or replaced. You may contact our Kansas City Baggage Service office to make arrangements to pick up your bag.
John's closing comment:
It just seems completely unfair that they take a bag in good condition, return it damaged and then say they had nothing to do with it.
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