Here are a sequence of Emails that went back and forth between myself and the delta customer care people. I will not fly delta again and im going to donate all my air miles to Make a wish foundation. which is the only reason I was so stubborn about getting them.
On May 9, 2011, I took a flight from Seatle, WA to Baltimore, MD. The flight and attendance were fine on both legs. However, once I arrived the individuals working the baggage counter was rude to me. The first was a skinny black buy; when I asked him where my over sized luggage came out he just looked at me and raised his eye brows. I then proceeded to asked him if he retarded or def. He pointed to the baggage wheel, still not saying a word.
Then all the bags go round and round, I got one of my bags. curious as to where my other two bags are I then go back inside to see him again sitting inside and explain to him that my bags did not arrive. Then the phone rings. He asks me to step outside. I do so. Then there is another Black man who goes in there while he was on the phone. He then proceeds to help this individual while I am still waiting outside (seems like racism to me but Im not here to judge).
About ten minutes later a female attendant walks in side and I go see her for help. She then ask me a bunch of questions about my bags. Proceeding to give me a pamphlet with information about lost bags. (REF number BWIDL53223) I asked her if that was it, and if they were going to bring them in later tonight or what the case was. She told me that I would have them tomorrow.
Furious at this point because all of my belongings are in the bags I dont have I asked her what I was supposed to do in the mean time. She then said all the instructions are in the pamphlet and that she could get me a travel bag. She then got me a travel bag. I told her that I didnt want a travel bag that I wanted my personal belongings. I asked her what was supposed to happen with the rest of my bags and she said this type of thing happens all the time and they would bring them to the hotel at 9 AM the next morning.
Understanding there was nothing Ii could do at this point in time, because one person wont talk to me and the other thinks it totally fine that my things did not come in on time, I felt it was a good time to leave. The next day I called the front desk at 845 and explained to them that my things were going to be coming and in any time and to please call me in my room when they get in. I did not get a call until almost 130 which forced me to stay and pay the late checkout fee of 75.00.
Here is the catch, yes I had oversize bags and I did not have TSA locks so I asked the man to check them at that time. He was kind enough to do so. He then locked my boxes up and put them on the belt to take the airline. So I know that it was not TSA who delayed my bags, not to mention that I did get 1 of my three.
I would also like my miles added to my account.
Delta's first response,
Please send us the file reference number you were given when you reported your bag missing to Delta. If this is not available, please provide the tag number, flight information, and dates of travel. As soon as we receive this information, we will be glad to research this for you.
Thank you for your cooperation.
Delta Baggage Service Center
Had you read the entire thing you would have seen the number. More excellent customer service from delta.
Delta's second response
Thank you for sharing your concerns regarding the service you received while traveling with us. On behalf of everyone at Delta Air Lines, I sincerely apologize for the inconvenience.
Further, I regret the inconvenience you encountered while checking on your baggage at our baggage office. Like you, we certainly wish that instances of mishandled bags never occurred. It concerns us when luggage does not arrive with our passengers as we place continuing emphasis on this aspect of our service. We also realize how annoying it is to be without your personal property. When a passenger's baggage is delayed, we expect our team to have your bags delivered in the timeliest manner possible.
Moreover, it is upsetting to know that you had to pay a late check out fee or $75.00 while having to wait on your baggage.
Please know we continually review Airport Customer Service on customer feedback. As such, comments like yours are very important to us. They highlight areas where we are falling short of passenger expectations and where we can make improvements. It is evident from your comments that you did not receive the service you expected.
again thank you for writing. As our valued SkyMiles members, your support and business is important to us. Be assured, we will make every attempt to serve you well, we are focused on the future and look forward to our continued business relationship.
Baggage Service Agent
Customer Care - Baggage
My response again
My miles from the trip have not been added to my account, I am so posting this one every complaint forum that can find.
Delta's Final Response
Thank you for your message regarding the delay of your luggage, Baltimore, Maryland, on a Delta flight. We are sorry to learn about the circumstances you described.
We will consider reimbursement for any reasonable out-of-pocket expenses you may have incurred during the delay of your luggage. Please go to www.delta.com/baggage/landing.action and complete an Expense Reimbursement Form. You will need the file reference number given to you when you reported your bag delayed and receipts for any purchases made. In the event your software is not compatible with ours, a claim form may be mailed to you.
We hope we have been able to resolve your baggage concerns. Because this department handles baggage tracing issues only, we are forwarding your email to our Customer Care Department for further assistance with your skymile
Again, please accept my apology for the poor impression you received in this instance. We appreciate your selection of Delta and will always consider it a privilege to be of service.
Delta Baggage Service Center
My response to all of you.
That is where I left it, with them saying they would consider reimbursement, only after I told them i was going to share my story with others. Remember you have to pay extra for excess bags and over weight bags (I had both). If you feel these are the type of people you would like to deal with when it comes to flying and the possibility of having your things get lost and miss placed. Then feel free, I know that when it comes to me, I would rent a horse and ride there before I flew with them again.
Save yourself the heart ache and find another airline. Its not like Delta is the cheapest out there any way.