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Delta - Lost & Damaged Luggage

Christine of Huntington NY (04/16/09)
On Feb 23, 2009, my family-2 adults and 4 kids-arrived at Orlando Airport to board flight 1486 to New York. At the Delta counter, Mike, told us our bag was too heavy, asked what was in it, said he was charging an extra 90 and told us that his people could hurt thier backs. He was abrupt,and did not offer any suggestions. We tried to take some of our belongings out of one bag and put it in another, but he said that we were in the way. As I was bending over my suitcase, E. Blanco approached. She did not identify herself at first, came right up to my face and told me to move our bags. I was trying to keep my eyes on the four children with us, and I raised my voice and told her I believed I was being pushed around by people meant to help us, and that I couldn't move the suitcases until the clothing was inside them. Immediately, E.Blanco jumped up and threatened she was getting the police.

Another Delta employee weighed our bags and checked us in. Then E. Blanco, David D (from Delta), and the police arrived. My husband asked if we were now allowed to go through security. David D responded, As long as you don't misbehave. I reacted by loudly stating how unfairly we were being treated and spoken to, and E. Blanco stated, YOU will not be flying on MY airline today. After our segment refunds were processed, and I apologized to E. Blanco for raising my voice. She said that it was too late for that. I explained that I needed to get my children home. Then, in front of my 10 and 4 year old daughters, E. Blanco stated, Yes, i do feel sorry for your children. They should be ashamed at having a mother like you. My 10 year old burst into tears.

No one at Delta provided any customer service. They were dismissive and abusive. To say that a mother travelling with 4 children who merely raised an objection to their rude treatment is a security risk, is absurd. My daughter can not forget what E. Blanco said to her. She was having trouble sleeping because of the comments, as was I. We had to then purchase 6 one way tickets to New York for 2500 on Jet Blue. We flew to JFK instead of Laguardia, and incurred additional cab fare/time costs.

Patricia of Georgetown, MA April 15, 2009

Patricia of Georgetown MA (04/15/09)
I took American Airlines to Las Vegas. Coming home I took Delta. My friend and I arrived at the airport to go home. We were informed we had to stand in line because our flight was cancelled. We waited for at least 1.5 hours to be told we had to leave the next morning. I guess there was an issue about weather. I got no call prior to checking out of the hotel. In fact, they never called me about this. We would have arranged to keep our room and not spent the time and money it took for this. They offered nothing to us; No room, no transportaion voucher, no compensation of any kind. So, I arrived in Boston and my brand new garment bag which cost almost 300.00 had a broken wheel.

I emailed them and our correspondence was Delta completely ignoring my issue and telling me they are sorry I am displeased and I am a valued customer. They would not even tell me how I could pay to have my own luggage repaired. They take no responsibility at all. When a manager told me there would be no more responses from them I emailed the CEO. His secretary said the same as the manager. A friend of mine used to work for the airport and told me the baggage gorillas call what they do throwing luggage. They stand on it, they open them. They take what they want. That is probably why some disappear. Delta is responsible by not setting better standards, especially since now we have to pay them.

Rebekah of Virginia Beach, VA April 8, 2009

Rebekah of Virginia Beach VA (04/08/09)
On April 6, 2009 flight #6219 from JFK to Norfolk, VA boarded its passengers, I among them, and 45 minutes later left the gate only to sit on the tarmac for 3.5 hours and return to the gate-that's more than 4 hours on a regional jet which went no where. I fully understand weather delays and therefore was weary but not angry about the situation. I managed to get on the next flight which was the same plane, just a different flight number to depart 1:15 later. I was assured there would not be any screw ups with my luggage.

Again weather delays caused the flight to depart another 2 hours later, i. e. 3:15 in JFK airport. Still I was tired, not angry, just happy to be getting home, finally. After all passengers boarded, flight #6278 was delayed in leaving this time because of a baggage handler shift change-the pilot had to get off the plane and find some one to load the baggage! Well, my luggage did not arrive at my destination. This was the case for other passengers who had been on the original flight to nowhere earlier that day with me. It took more than 24 hours for me to receive my 1 suitcase.

When it arrived it and the contents absolutely wreaked of cigarette smoke. I would have to have everything cleaned, most of it required dry cleaning. Even worse was the fact that almost the entire contents was wet. Magazines falling apart from being wet, and some dark denim clothing faded onto light colored clothing. I have tried Delta's website, the damaged baggage phone line, and SkyMiles representatives for help but there doesn't seem to be a way to get help. I'm a Medallion/Elite customer and still can't find any who cares or knows how to help me get some reimbursement for the dry cleaning and faded clothing or even to file an official complaint.

The physical damage was to my clothing and a few magazines. Dry cleaning bills and replacement of items which were damaged by wet articles fading onto others around 200.

Janice of Redlands, CA April 1, 2009

Janice of Redlands CA (04/01/09)
On a flight from Ft Myers to LAX with connection in Atlanta, we checked and paid for the transport of 2 bags. On arriving in LAX (after a 1 hr delay) we were waiting for our luggage to emerge when we noticed our bags standing over in a corner. We walked over, checked the tags and just picked them up and walked away. There was no security, no one asked to see our claim checks. We could have taken 4 bags and no one would have noticed or cared. We were never notified that our bags were placed on an earlier flight from altlanta. When We got home it was late so we did not unpack our bags but the next morning when we opened the bags, it was eveident that one bag had been left out in the rain. the comtents were wet.

There was damage to some documents that were in the suitcase and also there was some clothing damage. The airline said so sorry. Bring the damage items back to the aiport. but as to the luggage being left unattended.... I was told that is just the way it is an every airline does it.

David of Lauderdale By The Sea, FL March 30, 2009

David of Lauderdale By The Sea FL (03/30/09)
Delta lost my baggage on a delayed flight from Atlanta to Fort Lauderdale, no big deal, if you fly, it happens. When it was delivered to my home the next day it was badly damaged, the side was caved in and as a result the zipper would not open. I was told that I had to return it to the airport, a one hour drive. I arrived at Delta baggage and there was no one else there, but I was immediately treated rudely by DQ, the baggage clerk.

Without looking at the suitcase she offered me a 25 travel voucher, I wanted my luggage repaired or replaced. She looked at me and said I will open a claim then without doing anything she stated Claim denied, next? She then told me I had no other recourse, when I asked about the travel voucher she said I was getting nothing from her. I have never been treated so disrespectfully and Delta needs to do a reality check, they will not see me on their planes again!

I lost five hours of my time and a new suitcase!

Stephanie of Brewer, ME March 28, 2009

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