Topic of the Week: Delta’s Bag Handling

Yes, we had a writer go out to the East Coast and American left his bag in his departure city. He’s still trying to track it down. The funny part is this writer just published a pieces about checking bags. It was a little ironic.

I was on a Delta connection (Pinnacle) flight this week, on a commuter jet where they gate check bags. It was in great condition when I left Detroit and was missing an entire wheel apparatus when I picked it up in Burlington. The agent at the ticket counter was quite curt and told me that “they don’t cover wheels or zippers.” On the day of my return flight I stopped by and asked to see the supervisor. I calmly explained the situation and he offered me a $100 travel voucher for my trouble. It didn’t fix the suitcase, but it did leave me a whole lot happier than I had been!

I just returned from an overseas trip with Delta. When I returned to PHX the side handle had been ripped loose. The handle was fine in LAX when I cleared customs. I took it to the DL bag office and was out of there with the paperwork for a free FedEx pick and return plus free repair in about 5-7 minutes. I wonder if being on a business class ticket and being a Diamond FF helped?

Same as RICH on May 4 above. One time, DL really broke my bag. I went to their desk to file a claim. The guy said to follow him. We went down the hall. He unlocked a door to a room with a lot of new bags. he said, “Pick one”. JM

Years and years ago, we ago, flew Mexicana to Cabo. One piece of my luggage was left on the plane which had already departed for Mexico City. “Sorry, no return plane for 3 days.” So, we tried to purchase new stuff in Cabo. Back then … “sorry, no underwear. Go to La Paz.” Fortunately, I’d packed a couple of emergency clothes in my wife’s suitcase. Always cross polenate our luggage when we travel now and carry a day of clothing in our cabin bags just in case. Most of the time when we fly we presume the checked bags will be abused. Unless it’s destroyed, we never even bother to complain. Not worth the effort.

My first and LAST time ever flying American Airlines. On a flight from JFK to SJU, my brand new suitcase was damaged with a giant tear down the front pocket, from zipper to lower left corner. I took it to customer service, they told me I had to file my claim on my return trip to JFK. I asked the agent why I couldn’t file a claim there, seeing how it was a hub for the airline, I was told they do not process claims at that airport.

My return to JFK proved problematic also. Now down a front pocket, I had to stuff all of its contents into my carry on, leaving less room for the items I originally had in it. To make room for those contents, I put 2 pairs of designer sunglasses ( each one above $200) in the main compartment of my suitcase, but stuffed in the middle between clothing, and locked it with a TSA lock. Back at JFK, I knew something was suspicious because when my suitcase came onto the conveyor belt, the zippers were on the wrong side of the bag. I checked inside, and of course, my sunglasses are gone. I make my way over to customer service and tell them everything, about my experience on the way down, to the theft I discovered at JFK.

The agent starts by telling me that the agent at SJU was wrong, a claim could have been filed there, but it more likely would be denied because the tear started at the zipper, which the airline does not cover and because I left the airport before filing a claim. As for the sunglasses, I was told that those would not be covered at all because there was no way to prove they were in the bag. I asked her to repeat that again, because now thanks to their airline, I was out over $600 in merchandise (bag included) due to employee incompetence and theft in a situation I had no control over? She calmly looked at me and said yes. I was offered no travel voucher, no meal, not even a toothbrush for my inconvenience. Like I said, the First and LAST time I will EVER travel on American Airlines.

My last delayed bag problem on WN was a disaster. Flying from LIT to HOU via DAL, the first leg was fine, but all legs from DAL to HOU were delayed 2+ hours for some reason. This would have gotten me to Houston past midnight, so I asked to be put on an earlier flight, which WN obliged, and claimed my bags would be transferred to the new flight, which was to arrive about 10 P.M. Of course, bags didn’t show up, and I was told rather rudely by the customer service agent that she had no idea where the bag was but that it was probably on the original flight. So I ended up sitting around at HOU for better than 2 hours. No apology, no offer of compensation, nothing, except for a “if you don’t want to wait, you can come back at 7 A.M. tomorrow morning to pick it up”. I guess I should count myself lucky that the bag at least showed.