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Delta - Lost & Damaged Luggage

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

william of cody, WY April 28, 2009

Delta lost my luggage 3 weeks ago. They tell me it will be 12 weeks until they can decide to refund me. I am traveling and have no money to repalce my clothes etc.. They only have a fax # to contact. If you go online on the webssite it says they have located my lugage but not true. I don' know what to do. I had 6,300 of clothes in my luggage. All my work clothes, suites etc. I am looking for a job. I can not wait 4 months to replace them and I do not have the funds to do so mysefl.

Sabrina of Naples, FL April 27, 2009

On April 1st I delivered 7 suitcases to the Venice (Italy) Airport, to have them shipped with Delta Cargo to Miami. We where moving from Italy to the US, thats why we had so many luggage pieces. Delta had told me that it will be cheaper to send them via Cargo then having to pay overweight on my flight.

The next day I traveled to Miami myself and was waiting for the arrival of my bags. On the 6th of April I was contacted by Delta Cargo, that 6 out of 7 of my luggage pieces had arrived and that I should come pick them up before the last one arrives, to avoid any extra costs.

I went to pick them up and they told me that the last piece was still in JFK and would get there next day. It never got to Miami. It has been 4 weeks now, I am still waiting. Evertime I call Delta, they just tell me that I have to wait and that they are searching for it.

Their theory is that the label somhow fell off and it got mixed up with the Baggage Service. They tell me that it might be in Miami, it might be in Atlanta or it might be in JFK. I started calling these places myself, but all they tell me is that I need to contact the Delta Cargo and they need to do the search. Seems like they are not searching it and I try to do my own research, but they wont let me. I am very disappointed! I dont want the money, I want my belongings.

Veronica of MCKINNEY , TX April 25, 2009

I had the worst customer experience of my life recently flying Delta. So bad that I feel that I will never fly Delta again and the need to warn all my friends and family to never take a chance with Delta. On my flight out of the country through Atlanta, I went to ask a simple question of a Delta employee and she started interrogating me about where I was born and what kind of passport I carried. She did not start treating me politely or professionally until I pulled out my passport and showed her that I am a U.S. citizen.

On a returning international flight my luggage was severely damaged to the point that clothing feel out of the suitcase and was all over the floor and luggage belt and later I discovered that several expensive items I bought on my trip to Panama were missing. I don't know if I should believe that the suitcase was damaged or made to looked damaged to cover up theft. I felt totally violated by having mine and my daughters underwear out for the whole airport to see and was emotional when I requested assistance from Delta employees to help me with my damaged suitcase and scattered clothing and they ignored me. Finally the airport employees took pity on a women traveling alone with a minor girl and got a bag and tape to piece the suitcase together enough to put clothing back in. It was extremely embarressing to have most of mine and my daughters underwear scattered and showing to all the men in the airport. Because of the delay in getting my luggage and any help in trying to collect my scattered clothing, I missed my flight.

When I went to Delta customer service, the real nightmare began. When I requested to file a claim based on damaged and missing items, Customer service rep response was to not allow me to file a claim. She instead insisted that I take then next flight out and tried rush me out and not file a claim. When I requested a supervisor since she would not allow me to file a complaint, she stated "it would take one and a half hours for a supervisor to come and that I better leave."

Because customer service Rep would not assist me or let me talk I turned to the next customer service rep at the business elite unit where I was shocked that the women at that counter yelled at me to "don't talk to me" at least 20 times. Her problem resolution action to not wanting to assist or talk to me was to call the police. I could not believe that I was treated like a criminal instead of as a respected paying customer. I can't believe it is acceptable for Delta employees to yell at the customers and to call the police when they can't bully them to go away. The business elite rep needs to take a valium or to find a new job "not in customer service".

When I spoke in Spanish to my daughter, she got really agitated and tried to get one of the other customers to ease drop and translate my personal conversation with my daughter. I don't know why she over reacted in this way and choose to call the police when I am only 5 feet 3 inches and 130 lbs and my minor daughter is all of 5 feet and 96 lbs. A policeman arrived and heard both sides of the story and stayed until the supervisor should up more than an hour later.

The supervisor Performance Leader Atlanta actually listened and was polite and apologized. He said he would document my issues in the computer.He re booked my flight and gave me the info I needed to actually file a claim. I don't know why it took 3 Delta employees and 2 missed flights to fulfill such a simple request. Just some simple compassion and respect would have been nice. I would have settled for professional and efficient. I filed a Passenger Property loss claim for the missing items on 4/16/09. I was required to send the destroyed suitcase to some company that Delta hired to repair. Good luck with that.

I recently booked another international trip departing in May and all airlines were considered except Delta. I travel by airline several times a year and internationally at least once a year and feel that I can never trust Delta with my safety or my hard earned dollars again since so many of their employees are so uncaring or have anger management issues.

Amanda of Indianapolis, IN April 20, 2009

Amanda of Indianapolis IN (04/20/09)
The morning of March 28th, I arrived in Ft. Walton Beach at approximately 10:00am. My luggage was not on the carousel, so I inquired at the Delta luggage office. Leo explained to me that my suitcase was not only not on my connecting flight from Cincinnati, but also not on my original flight from Indianapolis. This was confusing, as I checked in with more than enough time that morning. He said that my bag was sent via Atlanta, would arrive in Ft. Walton early in the afternoon, and would be delivered to me by courier.

Disappointed yet understanding, I left the airport with only my purse and a Skyteam dock kit. I spent the rest of the day on my family vacation without all of my necessary belongings. The automated telephone system indicated my bag had arrived in Ft. Walton at about 2:00pm and would be delivered soon. The day passed on, and there was still no sign of my bag. Dismayed, I went to Old Navy (out of convenience; not my ideal choice) for a change of clothes, undergarments, and bathing suit. My bag never arrived that day.

The following day, March 29th, I spent a lot of time on the phone trying to contact a real person who could help me locate my luggage. After many attempts, I was finally able to reach Leo in the luggage office at the VPS airport. He informed me that my bag was in Bradenton, Florida. The automated telephone system had conflicting information. I began to wonder if I would ever see my belongings again. The evening of the 29th, I was finally contacted by a courier letting me know he would be bringing me my luggage. I was relieved until it arrived.

 Not only did my things arrive two days after I did, the suitcase and many things inside it were destroyed! I will never know what really happened along the way. However I can tell you that there was a huge hole (larger than a bowling ball) in my case. Items inside were shredded, stained and even missing. The entire contents of my suitcase were completely soaked in water. My toothpaste had exploded all over my toiletries and makeup. It appeared that the suitcase fell off the plane on to the runway, was run over, left in the stormy weather for two days, and then finally brought to me. Of course, the courier offered no explanation or assistance, as he is not directly affiliated with the airline.

Once again, I contacted Leo at VPS to note the situation, and to also let him know I would bring the ruined suitcase with me on my way back to Indianapolis. In the meantime I had to purchase a suitcase to travel home with. During check-in at VPS on my way home, my experience with Delta continued to get worse. I patiently waited in line for the desk.

The desk clerk (I was told his name was Chris) asked where I was traveling to, and I answered: Indianapolis. I also have two things or issues I need to ask you about. Chris proceeded to take off his reading glasses, fold his arms, sigh and roll his eyes dramatically, and in an annoyed huff say: Is it even anything IM going to be able to help with? I was taken aback by his disgusted demeanor, but proceed to calmly explain both my luggage situation and my concerns for the short connection time I would have in Cincinnati. The entirety of the conversation isnt necessary to repeat. However I would like to reiterate that Chris was completely unprofessional and rude. Furthermore, I got the same negative, entitled, discourteous attitude from the gate and flight attendants.

Money lost to replace items damaged/destroyed. Terrible inconvenience and frustration.

Clint of Haleyville, AL April 19, 2009

Clint of Haleyville AL (04/19/09)
Delta lost my luggage from atlanta to madrid, thursday,friday flight. I have been told i might get my luggage tuesday. I think 5 days is a mockery. I have to hand wash my clothes. Five days is crazy, to say the least, I am very unhappy.

I am over here in spain to work. I need my clothes, work shoes, jacket, n all my undies

Christine of Huntington, NY April 16, 2009

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