I know this is a little late (6 months old) but I just discovered this site!! I am writing about the horrible service my girlfriend and I had with Delta Airlines in December 2004.
We used Delta to fly from Milwaukee, WI to Jacksonville, FL for Christmas to introduce her to my family for the first time and spend time with the family I only get to see once a year!
We left Milwaukee early am on Dec 23 and arrived in Jacksonville at 3:30pm, we encountered the usual delays for this time of season and the weather conditions (about 1 hour late getting in), then when we went to retrieve our luggage, mine was lost!! I filled out a lost luggage claim and they told me I would have it delivered where I was staying within 6 hours?
How could this be when 1) they did not know where it was and 2) Where we were staying was 2 hours away?! My luggage had all the gifts in it for my family, I packed it that way just incase (due to extra security measures) they needed to search the luggage, they would only have to do 1 and not both. By 9:00am the next day I had not heard anything concerning my lost luggage so I started making calls, the first time I had a very hard time getting through (understandable), and after several attempts I finally got through, and was assured my luggage would be to me by 5:00pm that day (Dec 24th Christmas eve). Needless to say, by 6:00pm no luggage, I tried calling again, finally getting through around 9:00pm, and according to Delta, I should have already had it, they even told me the name of the company performing the delivery. Well guess what, no such company was listed in Jacksonville or the surrounding areas, but alas!! My luggage finally showed up a few minutes before mid-night!!
Now the horror story gets worse, upon opening my luggage, everything was a wreck!! I had 2 broken wheels (which Delta claims is not responsible for), then inside I had also packed some kringles (a type of pastry) and had them sealed in 2 separate tupperware containers, both were still sealed, yet some of 1 and most of the other was missing? I did find 3 slices floating inside of my luggage staining my clothes and causing my suitcase to have to be emptied and vacuumed, not to mention having to stay up almost all night washing my clothes so I had something to wear on Christmas morning when the family showed up, it was bad enough having to wear the same clothes I traveled in for 2 days!!
The return trip went a little better, except this time my girlfriends luggage had 1 broken wheel and so did I, I had 4 at the beginning and ended up with only one at the end, added to an already irritating flying experience
I contacted Delta about this experience and was told they are not held responsible for any damage caused to my luggage or for the security checks performed and the handling of the luggage, (my interpretation.....get bent), they did however credit my frequent flyer card a whopping 2,000 miles (give me a sec, I need to find my cheering flag), yet it costs me 65,000 flier miles for 1 round trip ticket to Florida per person. I know this sounds cheesy, I do understand about delays and the possibility of some damage occurring, but there should be some professionalism performed on Delta's part instead of just a few short words saying we are not responsible, well who is??
My sister took a flight on American Airlines and they were delayed only 2 hours and received a credit to fly anywhere in the USA round-trip at no charge within 2 years!!! Hmmm, let me look up their phone number for my next trip, imagine if they do this for a 2 hour delay, what they would have done for me!!!! I have flown Delta in the past, but not during this time of season and had a pleasant experience, but this time took the cake. I don't get to fly too often and I know I can encounter some problems, but you would think a major airline such as Delta would at least try to provide some satisfaction under these conditions, it's not like I am complaining about the delays, but more the treatment and condition of my luggage during my trip.
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