• Report: #640809
Complaint Review:

Delta Airlines

  • Submitted: Wed, September 15, 2010
  • Updated: Wed, September 15, 2010

  • Reported By: Nf — Renton Washington U.S.A.
Delta Airlines
P.O. Box 20706 Atlanta, Georgia United States of America

Delta Airlines Delta Fraudulently Charged For Baggage Service, Refuses to Refund Money Atlanta, Georgia

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I flew from Seattle to Algeria on a business trip. On this trip I had to make conventional reservations to fly from Seattle to Montreal. On an entirely SEPARATE Itinerary, I was to use prearranged e-tickets on Air Algerie between Montreal and Algeria. The flights from Seattle to Montreal were coach, and from Montreal to Algeria was business class.

I had one suitcase and one catalog case (with aircraft manuals). Delta charged excess baggage for the second bag, as well as overweight baggage for the catalog case.  I was told that the regular excess baggage and overweight charge was $150. I was also told that I would have to pay an additional $55 to transfer the bags directly to Air Algerie and eliminate the need for me to collect the bags and bring them through customs in Montreal.  The total cost was $205.

When I arrived in Montreal, I went to check in at Air Algerie and asked if my bags had been transferred yet. They informed me that NO bags are transferred for international flights in Montreal and I would have to contact customs to collect my bags so I could bring them to check in at the Air Algerie ticket counter Keep in mind, I was already through customs and immigration, and outside of the secure area of the airport.  In other words, Delta charged for a service that was not performed, and COULD NOT be performed.

Delta ignored several online complaints, and even completely DENIED they made any charges when I called them.

When I complained through my company's travel department, Delta responded and offered me a $50 voucher. I said this was unacceptable, because they charged me $55 for a service that was not performed, and could not be performed (transfer baggage from Delta to Air Algerie in Montreal).

I have inserted the messages between a representative of Delta Airlines and myself:


"I do apologize for any misunderstanding regarding the $55 additional charge.  The agent was incorrect in stating that it was a transfer fee.  It was actually the following as stated from customer care:

We do have a baggage agreement with Air Algerie and the charge for bags weighing 51-70 lbs. is $150 for international travel.  When paid at the airport, the fee for a second bag is $55 for international travel so he was charged correctly.  The PDR shows the following entry:



We will be addressing this with the station to make sure they are more clear with our travelers so that there is no miscommunication on their part that is any way confusing.  Customer care sent the voucher because they felt that it would offset your inconvenience.  However, I am prepared to do more than that as we value you and our relationship with Boeing.  As I am unable to refund this, I am prepared to offer you an additional transportation credit voucher that can be used for personal use in the amount of $300.  My offer of depositing 5000 sky miles into your account still stands as well.  If you provide me your sky miles number I will make sure this is posted.  Please advise at your convenience.  Have a good evening.

According to this response, the ENTIRE $205 charge was because the bags were being transferred to Air Algerie for an international flight. However, the leg from Montreal to Algiers was NOT on the same itinerary as the Delta flights, and NO TRANSFER OF BAGGAGE OCCURRED BETWEEN DELTA AND AIR ALGERIE, DELTA DID NOT ISSUE TICKETS ON BEHALF OF AIR ALGERIE. Additionally, the Air Algerie flight was Business Class, thus there should be NO baggage fees.


"As stated in the previous message (just sent), I flew Business Class on Air Algerie, thus there should have been NO baggage charge at all... Your ticket agent DID know this when I told her I was going to Algeria. However, I would also like to know how you could get away with charging me baggage for Air Algerie when I had to pick up my baggage in Montreal, then go through a COMPLETE CHECK IN at Air Algerie's ticket counter? 

In fact, it was even more of a hassle that that. Because of incorrect information, because I did not find that the bags DON'T transfer until I cleared customs and immigration in Canada and tried to check in at the Air Algerie counter. Because of this, I had to go BACK through customs and security to get my bags.

Additionally, the Air Algerie flight was not even on my itinerary, or in your system in any way. The ONLY reason that your ticket agent knew I was going on to Algeria was because I TOLD HER.

According the latest explanation you provided, THE ENTIRE $205 CHARGE is fraudulent, as NO bags were transferred from Delta to Air Algerie.

Incidentally, my colleagues who also had to fly to Montreal to go to Air Algerie were not charged ANY baggage fee by United (since Air Algerie was Business Class).  On my return trip, Air Canada charged me $25 for ONE excess bag (and said I did not have to pay for the overweight bag when I paid for the second bag)."


"The charges were for the Delta flights, not for the other carriers.  Each airline does have different fees that are charged and I am sorry you feel you were in any way charged inappropriately.  I have forwarded your complaint on to the station for review.  If you decide that the compensation offered is agreeable, I will forward you a $300 credit voucher for your future use.

Once again, the Delta rep COMPLETELY ignored the point that there was NO interaction between Delta and Air Algerie. I had to pick up my bags and RE-CHECK them with Air Algerie in Montreal. Air Algerie ticket agents removed the Delta routing tags and replaced them with Air Algerie routing tags.


"You have completely missed the point. You keep claiming that this is a fee charged by Delta due to an "agreement" with Air Algerie. HOWEVER as far as Delta was concerned, I was going to Montreal. There was NO INTERACTION between Delta and Air Algerie in any way, shape or form.  Delta Airlines charged me for a service that COULD NOT BE PROVIDED, and was not provided.

When in Montreal, I had to collect my luggage at baggage claim, LEAVE THE SECURITY AREA, go through customs and immigration, then check in at Air Algerie's ticket counter just like any LOCAL passenger who departs from Montreal Airport. THE AIR ALGERIE TICKET AGENT REMOVED THE DELTA ROUTING TAG, AND PUT AN AIR ALGERIE ROUTING TAG ON MY BAGS. THERE WAS NO CONNECTION WHATSOEVER BETWEEN DELTA AND AIR ALGERIE, YET DELTA CHARGED ME $205.

If I charged $205 to perform a service, took your money and left, you would call the police and charge me with robbery, or at least fraud. This is EXACTLY what Delta Airlines did to me."

The Delta rep has since IGNORED all other responses.

This report was posted on Ripoff Report on 09/15/2010 10:00 AM and is a permanent record located here: http://www.ripoffreport.com/reports/delta-airlines/atlanta-georgia-30320-6001/delta-airlines-delta-fraudulently-charged-for-baggage-service-refuses-to-refund-money-640809. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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