Topic of the Week: Delta’s Bag Handling

When I posted my trip report last week and mentioned that Delta damaged our stroller, a commenter requested that I report back. Well, we received notification from Delta on Wednesday that a check was in the mail to cover the stroller. While we did have to submit all the receipts and do all that work, it was a pretty painless process. Anyone else had experience with Delta lately with mishandled bags? No need to stop at Delta – how has everyone else been doing?

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36 Comments on "Topic of the Week: Delta’s Bag Handling"

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Under The Jet Bridge
Guest

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.

FRANK
Guest

…….the stroller had light damage, right? Wondering what Delta is compensating you, care to share?

noahkimmel
Member
Recently had a terrible Southwest experience. My golf bag was damaged, and when I went to file a claim, I was told in FLL that they would not let me submit a claim. The agent would not give me the form, and told me to leave the airport and send an email to Southwest if I really cared. I was first told golf clubs are checked as-is. But when I said it wasn’t the clubs that were damaged but the giant, obvious tear down the side of the bag, she looked and pointed to the wheels. I was told because… Read more »
B757capt
Guest

I encourage you to file it. No airline can refuse your right to file a calm. Although not a fan of WN sometimes complaining is the only way an agent gets proper training.

cahilldot
Member

i shoould have photo-ed the agent who refused to let me file a claim at the jacksonville fl airport-us airways baggage center but intend to do so and have taken pics of the new bag that is now trashed we usually never check bags this was an exception but never again…

Cooper
Guest

taking a “gotcha” photo of an agent at work in the airport is a dicey proposition at best. if he or she (or the airline) catches wind of it, you will have to deal with that airline’s corporate security team and most likely the local police department.

Cedarglen
Guest

Wow! That Southwest bag agent needs some remedial help. And please, file your DOT complaint, late or not.

cahilldot
Member
i just came back from nice-frankfurt to philadelphia via usairways got my (our) one bag ( a brand new one )RETURNED TO US in phila. to go thru customs and immigration… the bag was in prestine–perfect condition… when i saw it when we got to jacksonvill,fl it looked like it had been run over by a truck(crushed) and a wheel was missing… i took it to the us airways luggage prob center and they said WE DO NOT COVER WHEELS AND HANDLES ON LUGGAGE?????? SO CANNOT TAKE INFO FOR WRITE-UP SO WHAT TO DO… THIS WAS THE FIRST TRIP THIS… Read more »
RICH
Guest
Last year we had a badly damaged suitcase coming into International Terminal at O”hare ORD…. Filled out a claim form… manager looked at it then took us to a room right in Terminal # 5 and we got a new suit case right then and there.. It was a code share flight United/Lufthansa.. I have heard other horror stories but, as a 1 K with United I must admit I was taken care of quickly…
David M
Guest

I had the same thing happen about 10 years ago with Hawaiian Airlines in Hilo. When I showed the agent the damaged suitcase, he went in the back and got out a new one, offered either that or the value to go out and buy one. I took the one they offered, and it’s still in good shape.

David SF eastbay
Member
I think a lot of time it the airline worker you just happen to deal with that can make all the difference on the out come of the problem. But one should never stop with the airport worker if they say nothing can be done, always go right to the airlines headquarters. It can’t hurt and you may get your problem solved. Hint: Since just about everyone had a cell phone with a camera, take a couple of photos of your checked bags after the agent puts those tags on them. If something happens you can send a letter and… Read more »
Cedarglen
Guest

When you can, get a picture of the employee as well!!

Nick Barnard
Member

Isn’t the fact that an employee has taken the luggage an admission that it is in satisfactory condition? I know in the past if you hand them a broken bag to check, they have a form that you declare and sign that it was broken when you gave it to them, thus releasing them from liability.

lmarkowitz
Member
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… Read more »
Sean S.
Guest

While I’ve certainly seen some egregious mishandling of bags, and theres always the issue of outright theft, I think most peoples expectations in regards to baggage is unrealistic. We want things to be quick, expedited, but yet somehow with little to no damage to baggage that, in many cases, is not sufficiently sturdy. I’ve had my carry on and hard suitcase for roughly 6 years, and I expect a certain amount of wear and tear. When they finally both give out, I doubt I will even bother to send in a form, as they’ve given me sufficient shelf life.

FRANK
Guest
exactly……………remember the purpose of the bag. It’s to protect the items inside, it was never, ever remain pristine, even after one trip on the OUTSIDE. I do over 40 flights a MONTH. Travel with my bag onboard the aircraft and my TRAVELPRO usually lasts only 4 to 5 years. Wheels go first. Bearings get bad and I replace them with roller blading wheels. Easy, breezy. Then usually the handle will go. Stop coming up easily. After that, I request a new one. Suitcases arent made that well, heck, it they were, the luggage companies wouldnt profit from all the news… Read more »
Chicago Chris
Member

When my mom got home from a vacation she found the inside lining of her suitcase ripped and several items stolen. American said because she didn’t report it within four hours of arrival she was out of luck. Only problem was she was on the last flight before a hurricane hit, which closed the airport for a day. By the time she could notify the local station they denied her claim. I tried to get her to pursue it further, but she just gave up.

Cedarglen
Guest

The airlines COUNT on at least 50% of PAX with legitimate claims just giving up. Don’t be one of them.

gobluetwo
Guest

Several years ago ORD-BOS, upon arriving in BOS, found my duffle bag come off the conveyor belt patched together with duct tape. Took it to the baggage office and, after arguing a few minutes, ended up with a new duffle bag they had in the back. Nicer and bigger than the one they killed, actually.

rebelyell
Member

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?

rugbyfan
Member
I guess i might have the worst and best lost luggage experience. I was travelling to Siem Reap Cambodia when it all started. Delta’s ATL-JFK was late by 3 hours causing me to miss my Emirates flight. I checked for my bags at SIN no luck. Before I started to smell to bad it was off to Mustafa’s in SIN to get clothing to wear for the week. In KUL I checked again and also in Siam Reap. No luck anywhere. & days at the end of the world without luggage!!! On the return legs I checked at each stop.… Read more »
mandel.jerry1
Member

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

billhuestis
Member

UsAir recently lost my golf clubs on a connecting flight from Philadelphia to Richmond.
We arrived at 8:45 PM, filed a lost luggage claim and drove home – about 90 miles away.
Early the next morning, a gentleman from the baggage delivery company was at the door with the missing clubs. Excellent service and if you are a fanatical golfer like me, there are times when you wish they would stay missing.

marvzwerin
Member
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… Read more »
stan
Guest

i’m pretty sure that the only reason delta accommodated you is that you write about aviation. that type of service does not happen to everyday customers.

John F.
Guest

Not necessarily. I was on Delta 2 years ago to Anchorage, and when I got my bad, the entire frame was bent. Couldn’t be fixed. Went to the Delta counter, they looked at the bag, apologized, and gave me a brand new one right on the spot.

Matt
Guest
Last fall, I was on SEA-STL Alaska Airlines flight, and my bag was not in baggage claim upon arrival. No problem, I thought, so I went to the AS baggage claim, where they said my bag did not make it on the flight, but that it would be in on the next day’s flight and they would deliver it to my house. The next afternoon, I received a call from Alaska and they said my bad had sustained ‘some’ damage. My bag came a couple hours later with only a small tear that I would have considered normal. I also… Read more »
CP
Guest

That is a great example of how service can differentiate an airline. One, they took care to notice; two, they offered you a small gesture. Impressive.

CP
Guest

I am the poster who requested the follow-up. Thanks, Cranky! I am glad to see that you were compensated for the stroller, as it sounded like the damage to the stroller was more than “normal wear and tear,” etc. Good job, Delta.

Tyrell
Guest
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,… Read more »
malbarda
Member

Delta have always been good when bag issues occurred. I have had either the bag-room-pick-a-bag, or a repair service. Air France however is a whole other story…

You can’t blame airlines not taking responsibility for exterior protrusions such as wheels or handles. The inner workings of the baggage facilities in an airport is – as we all know – a labyrinth of conveyer belts and other moving pieces. Anything can get caught on something there. Most big brand luggage manufacturers (eg Tumi or Samsonite) manufacture for this, and also offer warranties.

MeanMeosh
Guest
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… Read more »
Alison
Guest
I realize this is 7 months past post but we just had this same issue – only we still have no results. We brought our $700 stroller on a holiday trip to NYC – because in NYC strollers are essential. We flew Sky Priority and gate checked our stroller thinking it would be safer. When the baggage handler handed it to us at the gate, he showed us the damage. They’d ripped the safety bar off and bent the wheel well. He was upset for us and very kind and told us to go file a claim. The baggage person… Read more »
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