Another Love story about Delta Airlines :(}

As I was looking up contact information for Delta's Corporate Office =

telephone number and address as I did not get it from Customer Care =

(what a joke!). I noticed the number of complaints and your web site. =

Here is my story. =20

On 7/10/07 we arrived at the gate 1 hour prior to our flight time (10:30 =

p.m). We noticed that our flight number at our gate had a different =

destination (JFK). Upon inquiring about this discrepancy, we were =

informed that our flight had been cancelled due to crew illness. We =

were then asked along with other passengers to form two lines. One line =

for 6 travelers whose names were called and the other for all other =

passengers booked on the flight for Boston, MA. By the time our turn =

came to speaker to one of the Delta Reps. we were given two choices, one =

- take a flight to Atlanta GA to Boston MA (1:00 a.m. depart. LV arrive =

Boston) it would have meant a total of 13-14 hours travel time or be =

booked with US Airways at 7:00 p.m. the following day to arrive at 1:00 =

a.m. on 7/12. We asked if they could find any earlier flights that =

would be direct for the next day (7/11) and the response was "NO" =

nothing else was available. We felt the agents were unsympathic to our =

travel plans we decided to request a refund and that our bags be =

returned to us A.S.A.P so that we may secure a flight ourselves. We =

noticed that when we asked for our luggage to be returned the agent =

paused with some doubt. We were told that our bags would be sent down =

to baggage claim. However, when we attempted to collect our bags from =

Delta's Baggage claim area we were informed that it would be approx. 1 =

hour before we could obtain our bags. My husband requested that the =

bags be held so that we could pick them up. We waited in the Airport =

for the hour as instructed and the bags never showed up. We decided =

that we needed to return home (VIA taxi) in order to try and secure a =

flight for the morning of 7/11. Upon returning home we were able to =

secure a flight with seat assignments on US Airways for a 11:30 a.m. =

direct flight to Boston MA. In the meantime, my husband and myself were =

on the phone trying to locate our luggage that Delta assured us would =

still be in Baggage Claim. To our surprise the luggage was no where to =

be found. We spent at least 3 to 4 hours on the phone with agents who =

were in India and Mexico and North Carolina with no success. Since we =

had a flight booked on 7/11 we requested repeatedly to have our bags =

tracked and sent on to Boston MA. upon the bags being located. My =

husband was issued a tracking number and was assured that all of our =

bags (4 bags total) would be in Boston sometime the evening of 7/11. =

Upon arrival in Boston MA. we went directly to Delta baggage claim =

area. We discovered 3 out of 4 bags in the baggage room that were going =

on a flight back to Las Vegas NV. We quickly retrieved the 3 bags and =

then approached the baggage counter where we were informed that the =

final bag would be arriving on the next flight from Cincinnati OH in =

apporx. 1 hour. After we waited another hour as per directed we =

discovered that our missing bag was not on that Delta Flight. We went =

back into the Baggage Claim Office and were then informed by the same =

agent we spoke to about the incoming flight our luggage was supposed to =

be on that "Delta is not responsible for your missing bag any longer =

since you did not fly with Delta. According to the agent, we must file =

a delayed baggage claim with US Air". After we argued with the agent as =

to what carrier was responsible she(the agent with Delta) said that she =

would contact US Air for a delayed baggage claim number for us. We =

still had 1.5 hours of driving time to our final destination. We =

decided that nothing else was going to change in getting our missing =

baggage so we decided to leave our address information of where we would =

be staying for the next 8 days and left. Finally, on the afternoon of =

7/14 our missing bag that contained all my husband clothes showed up at =

our vacation location.

When all of the above mentioned events you can see that we went through =

a great deal of aggravation and stress for no apparent reason during our =

scheduled trip. We missed several functions, 1 1/2 days of vacation, =

extra taxi($80) to and from the airport, replacement clothing ($80) for =

my husband not knowing if his luggage would be found, and additional =

cost incurred by booking last minute flights with US Airways ($220), not =

to mention phone costs, and wasted income from my side as I and self =

employed. I don't know what else to say other than I am irritated and =

if this is how you treat any number of your customers I can see that it =

reflects how well the company listens to it's patrons. I am familiar =

with how important customer service is as I practice in my business =

every day. If you value your customers I will expect a timely response =

and remedy for all the inconvenience your company and staff have caused.

I urge others to heed the above information and also to file a complaint =

with the FAA about Delta's handling of their travels and baggage. This =

is why according to reports published by the FAA that Delta remains in =

the top 10-20 worst Airlines consistently month after month!

Sincerely,=20

Toni