Complain about a product or service

Delta - Lost & Damaged Luggage

Joel of Rio Rico, AZ July 13, 2009

I and my family were flying out of Tucson, AZ on June 27 at 12:25 PM with Northwest/Delta airlines flight number 1490. We arrived at the airport at 11:47 and were in line with the airlines at 11:52 AM. I had already printed out our boarding passes and had seat assignments, and I purchased four luggage tickets for check-in the day before. All I was told by a Northwest agent that this would be easier for they would have my luggage tags ready and drop them off and proceed to the gate. Well the first agent with the check-in at Kiosks could not find my name and said I should try the airport check-in and she walked over to the machine with me to try and to no avail.

I thought how funny this since I had already checked with Bank of America and there was a pending transaction with Northwest for the amounts of 15 and 45. The agent then told me that I had to go to the Delta agent directly to check my baggage. I then had to wait for another 6 minutes which put us at the time of close to 12:00 PM. The agent by the name of Theresa from Delta said that she could not fine my name in the luggage, that I could not have paid for the luggage on-line, and that it was to late for us to board the plane. I told her that I certainly did pay for the luggage and that she should check again. She told me that I was wrong and that she would certainly not check again, that it was too late for us to get on board, and there was nothing that she could do. Well I have flown out of Tucson many time and it would have taken us 10 minutes tops to get to the gate to board the plane by 12:15 PM giving still 10 minutes before departing. I told Theresa then I was going to get Bank of America on my cell phone and she said go ahead and that she was not going to talk about this anymore.

I walked away for about 8 minutes and during this time that Olivia my wife went to talk to her and she was very condescending to Olivia in fact she said “let me tell you again since you cannot understand me.” Insinuating that her English skills were limited and after she said that she was not going to talk anymore about this and that she would not deal with us about this. That the only way we could go was to fly out the next morning at 6:00 AM and get to DC at 4:00 PM. This was not acceptable.

Another agent came over to talk to us and proceeded to get a supervisor to talk to us about the situation. The supervisor at first did not really listen to us, since she was defending her employee, however after hearing BofA on my cell phone that there were pending transactions she checked her computer and sure enough there were my payments for the luggage. She apologized and said that we should not have been denied to board the plane, and she proceeded to look for a flight for us to get out of Tucson to DC.

We had to take a flight on US Airways to Phoenix at 4:00 PM, take a Delta Flight at 10:30PM to Detroit, and a 7:40 flight to DC. We decided that this would have to work, however we were stuck in Phoenix for some additional time for the plane had to turn around 30 minutes into the flight back to Phoenix. We left Phoenix at 1:30 AZ time and arrived to Detroit at 7:30 however the flight had taken off by the time we got to the gate, which was 7:45. There was not agent at the gate to tell us where we were to go, so I had to figure that the next flight to DC we must by on and proceed to the gate where the flight was scheduled to depart at 9:00 AM to DC. The agent was kind enough to give us 40 in vouchers for breakfast money.

The returning flight from DC to Minneapolis could have been trouble for us as well. On our boarding passes it stated that we departed from Terminal B however I checked with the hotel employees and they told us that it was wrong that it was terminal A. When we got to the check in I was told that I had to pay for the 4 pieces of luggage, I told the agent to check her notes for the supervisor in Tucson had already placed our luggage to get checked in. She told me that cannot be and I again stated please check your computer notes. She proceeded to look and printed out our luggage tags, without even saying sorry or trying to be considerate about this.

Well with all of this we spent close to 24 hours getting from Tucson to DC on June 27 and June 28th. I lost one night stay at our hotel for the amount of 187, and a pre-conference for the amount of 109. Not to mention the stress and lack of sleep, since we were too tired on Sunday to take advantage of seeing the sites of DC. I think we have a valid complaint and concerns.

Toni of Pompano Beach, FL July 12, 2009

Delta Airlines refuses to allow HOPE:Rwanda consultant service Team heading to Rwanda to build a skatepark for the city of Kigali and consult for the HOPE:Rwanda festival is treating abusively by Delta and made to leave behind donation of skate items for the Rwanda youth!

Yesterday my husband left on an airplane to be part of HOPE:Rwanda festival in Kigali. HOPE:Rwanda is a festival to give hope to the many affected by the massive genocide in Rwanda, bring healing and forgiveness, and re-build relationships. He is traveling to the festival to build a skatepark that will stay in Rwanda for the youth to use. Next weekend they will have pro BMX riders & Skateboarders perform a demo to 10s of thousands who attend. Then the park will be left with a local pastor who will supervise the new skatepark.

We have seen incredible things when you give a kids a skateboard. Many of these children witnessed horrible violence, were left orphans, and experience things we can not even imagine. When you put a skateboard into a someone’s hands it brings out the child in anyone. Skateboarding in Rwanda will create an great physical activity for the kids, reduce crime, reduce teenage pregnancy & STDs, give a creative outlet and help to rebuild these relationships between families and the youth. We had many skate companies come alongside us to donate boards, shoes, helmets, & even fingerboards (mini skateboards).

We arrive in Miami to the Delta counter 3 hours early for the trip. The line was incredibly long. The first ticket guy we encounter was ridiculing the passengers and calling them names in Spanish. He was extremely rude to my husband (originally from Argentina) and to an Indian man near us. He was using ridiculing names and even profanity towards them.

After waiting in one line for an hour, they moved us to a new line. Forty minutes later, they moved us to yet another. Many people were missing their flights because of the lack of organization. As his departure time was approaching quickly, they finally moved us to yet another line. We asked at this point for the lady to weigh our bag as he had an extra bag to check in.... One bag for his clothing, one for tolls, and one large duffel with the toys and skate supplies. We were told that it would cost 100US to bring this bag and got back into line to get the boarding pass.

Once at the counter, the new ticket agent was extremely rude. She told the people in front of us, who missed their flight, that they should of arrived earlier and there was nothing she could do. (Is 3 hours early not enough?) When we approached, she told my husband that the flight was almost ready to leave and that the back was now 375US to ship (cash). We questioned her and she said that if we wanted to argue that he would miss his flight. She gave us the option to remove some items as the bag was too long. Still it was under the 50 lb maximum weight. When we attempted to remove items, she told us that he had to go or miss his flight.

I remained, trying to get the bag on the flight, but she told me that she would not take it. I asked to speak with a supervisor and was told that I could wait but a supervisor could not come up for at least an hour. I never saw the agent call anyone. I proceeded to call the Delta 800 number and was told, after 24 minutes on hold, that they did in fact charge my husband a 200 fee for the bag. I explained my situation but the representative told me there was nothing she could do from her end. I again asked the ticket agent to call her supervisor and made it know that I knew she had not even called her yet at this point. She then picked up the walkie-talkie for the first time to call her supervisor. My husbands plan had now already departed for his first leg to Atlanta.

I waited a total of an hour and a half for a supervisor to meet me at the ticketing counter. During this time I witnessed one customer after another being abused by this ticket agent. One lady was traveling to Brazil for her mothers funeral and was worried she would miss her flight. The ticket agent had this poor women in tears and told her there was nothing she could do for her. This lady too, had waited hours just to get to the counter.

So, finally, I am able to speak to a supervisor who apologizes but explains that to take this bag of items to Rwanda that I would have to personally buy a ticket and travel with it. So, we are left with this bag still in Miami, the ABSOLUTE WORST customer service I have ever experiences, and the youth of Rwanda will not receive these items that many went out of their way to contribute. I can not imagine how an airline as a whole can be so heartless and abusive to it’s customers. They call it customer service but I only witnessed Customer Abuse.

Kenny of Bessemer, AL June 28, 2009

I had to check my two bags at plane side. I have done many times. Left Birmingham arrived in Phillidelphia, recieved my checked bags and rented a car. That is when I noticed my garmin 300.00 and a cannon camera 800.00 missing from my plane side checked bags. I called baggage claim and they said sorry maybe I did not pack it for the trip. I talked with supervisors, I talked with TSA supervisors at Philli, I even talked with a Philli Police officer who told me this crime did not happen in Philli.

It could have happened in Birmingham or Philli but it happened. TSA told me they check everyone coming in just like the people flying. I asked about when the leave to go home. They do not check anyone. So they can take anything they desire from any bag at any time or place with absolutly no chance of getting caught.

This is wrong. These one or two people working together give the rest of the hard working people a bad name. All the Delta has to do is screen their people when they get off work.

Robert of Phildelphia, PA June 2, 2009

My daughter was at the baggage check-in at PDX and told by a Delta rep. that her one check in bag was 10 pounds overweight. She was told that there was a 90 penalty charge for this overweight bag. My daughter is 18 years old and returning home from her first year of college at Lewis & Clark. She did not have the cash and she does not have a credit card. She called me hysterical on her cell phone to relay this information.

I asked her to put the Delta rep. on the phone She reiterated the information about the overweight bag and insisted that my daughter pay the 90. She informed me that if she took out the overage from the bag and put it in another check in bag the charge would be 120. I has already pre-paid 15 for the first checked bag and 25 for the second overweight bag. When I asked the Delta rep if I could pay for the overage using my credit card she claimed that this was against thier policy but she would make an exception.

It turns out when all the baggage charges were added up I paid more for baggage then I did for the actual ticket. It think it is robbery to hold up a young college kid at an airport and charge her ridiculous fees. I can see maybe 25 but 90 is robbery. Delta ought to be ashamed of themeselves. I read where airlines are hurting for business.No wonder, if this is how they treat their regular travelers.

renee of crete, IL June 1, 2009

On August 22 2008 I checked my bag in with Delta airlines for flight5933. At the ticket counter at LaGuardia airport I was told by looking at my bag not weighing it that it would be 90. I then explain to the ticket agent that this bag came to NewYork for free. She then precedent to tell me i will be paying for that bag. I asked for a supervisor who then put my bag on the scale pushed a few buttons on the computer and told me that my bag to make that flight will cost me 106. I was irate. I told them i would not pay. I demanded the weight of my bag and was told my bag weighed in at 54 pounds where the limited was 50 pounds.

The ticket agent then had me open my bag right at the counter and remove some items (a pair of sneakers,a top and a sweater) My bag then met the require weight limited. I then check my bag with delta airlines got on my non-stop 2hour flight to Chicago's Midway Airport, Which arrived 30 minutes early and was devastated to see my bag had not made the trip. Now we could say it was lost/stolen.

I had shortly after my experience with delta learned at that same airport (LaGuardia) they had a problem with there scales being off. So i immediately went to delta's baggage claim and put in my claim. It been a runaround since. My first claims got cancelled (they thought the problem magically went away) So i had to do another claim that took for ever to get a reponse to after about 50 or so calls later i was told my claim will be processed.

Months go by nothing. After about 25 calls later and some legal threats. I get a call i have a Claims manager. I was happy to see someone at delta did give a hoot. He then told me this is the end of december to resubmit m claim and give more details on my items. Well that was on december 30th and i have heard nothing.

I believe Delta is trying to wear me down with there run around and in 2 months it will be a whole year since delta airlines lost/stole my bag and i feel some one should be accountable and that i should be back in the position i was in before i took delta's flight 5933 On August 22 2008.

I believe my next step should be legal actions. I Never been in this situation before and it's very frusrtating having something taken from you and the people responsible not even care. With their bad customer service and what i believe to be airlines theft i won't be surprise to see them be the next to go under. For now i will never fly delta airlines again. My bag itself (Tumi) was 800 new. in total my lost is about 3,100 with the contexts of my bag.

Sean of Thousand Oaks, CA May 26, 2009

My wife and I flew from ABE to LAX with stops in Detroit and Salt Lake City. Our 2 bags were checked all the way to LAX. 1 bag made it; the other was nowhere to be found. I am sure glad I kept that baggage claim ticket. I didn’t think anyone took it at LAX but no one was checking baggage claim tickets at the exit doors like they use to do.

I went to Baggage Services, first employee had a “I could care less” attitude and told us we had to wait until 45 minutes after landing to file a report. We waited, provided the info to a different employee because the first “I could care less” employee was nowhere to be found. Ended up leaving LAX about 1130 pm with only 1 of our 2 bags wondering if I would ever see my clothes and my daughter’s college diploma again.

Well to make a long story short, the bag was located and Delta delivered it to us at our house about 14 hours after landing, no damage to the bad and everything is there. So although the experience was exasperating and not at all what we needed to end an otherwise wonderful trip. Never did find out what happened but Delta did come through this pretty well and we will probably fly again with them.

Jennifer of Jacksonville, FL May 14, 2009

Tom Tom device was stolen out of checked bag on direct flight from CVG to JAX. We believe it was stolen in CVG as the bags were up before we arrived at checked baggage in JAX. This would indicate they had no time to open any luggage.

Delta does not cover electronics stolen, nor would they allow us to file a report. This policy gives baggage handlers free reign to steal these items with no repercussions. We have filed a police report but consumers should be warned about the policy and the potnetial problem at CVG.

Marie of Shreveport, LA May 4, 2009

My luggage (1 bag) did not arrive with my flight last night (May 3, 2009). I called this morning after the 1st flight arrived and was told that the bag had arrived. I requested that they hold the bag so that I could pick it up. The Delta representative said that the bag would be held in the baggage claim office until I picked it up today. I went there and the bag was gone. It had been turned over to an airport delivery service with all of the bags for the entire airport. The Delta representatives were unable to contact the delivery service.

I went home to wait for the bag. I called the Delta representatives (local and at the 1-800 number) but they still had no information about the bag. I checked messages on my phone and the 4th message was from the delivery service stating that they had already been at my home and couldn't leave the bag because I wasn't there. They left a number for me to call. I've called and am waiting for them to complete another delivery before they can deliver my bag. I had been away from work for about 2 hours and will probably have to wait for another hour. I am a physician and need to be at work to take care of clinical responsibilities. My complaint is that a Delta employee told me that my bag would be held at the airport and then it was turned over to a delivery service. It has caused me a lot of frustration and wasted time.

Vivian of Ann Arbor, MI April 29, 2009

On April 28th of 2009, My husband and I flew on Delta from Shanghai to Detroit. The flight was delayed for an hour for unknown reasons. Then after we got on the plane, we discovered that the in-flight entertainment system / lighting system was not working for the whole 14-hour flight (the entertainment system was working fine in the business cabin). One lavatory in the main cabin was out of order so people had to wait in lines to use the bathrooms.

When we finally arrived at Atlanta airport, we already missed our connecting flight to Detroit and we were missing one of our checked-in bags. We looked everywhere for that luggage but could not find it. So we asked the airport agent to re-book us to a later flight going to Detroit, we were hoping to sit together and the agent literally told us "it does not matter whether you are married or not, you are lucky that you even have a room tonight".

The missing luggage magically showed up in Detroit airport at midnight, and the bag was apparently opened and things were moved around but there was no TSA notice in it. The inside of the luggage was completely shredded into pieces and the luggage basically collapsed but it was too late to file a claim at the spot. We drove back to Detroit airport the next morning to file a claim on this luggage and were told, because there was no damage to the outside of the luggage and Delta is not responsible for the inside of any checked-in luggage. Is it even true? Overall, this whole experience with Delta was extremely disappointing and we are still left with a damaged luggage.

william of cody, WY April 28, 2009

Delta lost my luggage 3 weeks ago. They will ony pay 200 out of pocket and give me no information about my bag. 6,300 It had all my work clothes. Suites, shoes etc. I am lookin for a job . They tell me it will be 12 weeks until they settle. I need to replace my clothes but do not have the funds to do so. I need help. Lost interview, two weeks no medicine. antidepresants, no clothes to work . very upsetting

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