Delta Airlines - Delta Baggage Services Meltdown in Detroit International Airport

Posted on Monday, March 1st, 2010 at 9:57pm CST by 6a499734

Product: Baggage

Company: Delta Airlines

Location: DETROIT, MI, US

URL: http://www.delta.com/

Category: Airlines

Delta and its management team needs to be held accountable for the meltdown of customer service at the Detroit Metropolitan airport on February 25th and 26th and the operational breakdown in its Baggage Services department.

Passengers are still waiting for their luggage to be forwarded from Detroit International airport five days later and Delta is still not able to provide customers with dates on when they can expect their luggage. As a passenger, I witnessed the customer service meltdown and the total breakdown in the accountability of passenger luggage at the Detroit International airport.

As Im sitting here in business clothes that I worn for five days and as I sit here without many of my travel necessities, Delta still cannot provide me with a status on when Ill be receiving my luggage. In speaking with a Delta representative this evening, she informed me that many of the baggage complaints are stemming from the Detroit International Airport.

It is readily apparent from my first hand observation at the Delta terminal on February 25th and 26th that the issue is poor management. In a nutshell, Deltas management at the Detroit terminal was not on the front lines trying to improve the abysmal experience for its customers and they certainly werent on the front lines in trying to solve the baggage issues.

My flight to Stewart airport in New York from Detroit was cancelled on Thursday evening, February 28th due to weather. The ticket agent rescheduled me for 10:30 AM and I assumed that he had rescheduled me for 10:30 AM on Friday. I spent Friday evening in the Detroit airport.

On Friday morning, I received a call from my corporate travel agent and she asks me if I'm aware that my flight is scheduled for Sunday. I check the date on my "Interrupted Service Ticket" and I notice that the date is Sunday, February 28th.

I spoke with a Delta ticket agent and they direct me to a Delta "Courtesy" phone to determine if I can arrange for an earlier flight. I was informed that the earliest flight that they could schedule me on was Sunday, February 28th.

After trying for several hours on Friday to get a seat back to New York through my travel agent, I finally asked my travel agent to book me a Delta flight on Friday evening to Minneapolis. There were no direct flights available to Minneapolis and there were no Delta flights that would get me to Minneapolis on Friday evening. I was not going to spend another evening in the Detroit airport without sleep.

I then approached a Delta representative at the Detroit airport and informed her that I was flying to Minneapolis via American Airlines since they could get me to Minnneapolis on Friday evening. She informed me that I would need to go to the Delta baggage services to have my luggage pulled so that I could then take the shuttle to the American terminal.

I then proceeded to the Delta baggage services and spoke with a representative. She informed me that they had been directed not to pull baggage due to the volume of baggage in the terminal. I requested that my baggage not be forwarded to Stewart airport in New York and she informed me that she would send a message to re-route my luggage.

When I arrived in Minneapolis airport on late Friday evening, I spoke with the representative at the Delta baggage services office and she informed me that she would send a message to the Detroit airport to insure that my luggage was re-routed to Minneapolis. Her supervisor was also involved in assisting me. They directed me to two areas in the Delta baggage claim where rows of baggage were waiting to be claimed. I checked the baggage but my luggage was not to be found.

On Saturday, February 27th, I called the Minneapolis Baggage Services office (612-726-2530) from my hotel and spoke with Mary Kay at approximately 11 AM. She informed me that I would need to take up a claim with American Airlines to which I replied, Why wouldnt have the Delta Baggage Services representatives have directed me to American Baggage Services when I came to the office on Friday evening at 12:00 AM? Now Im in the hotel and youre directing me to call American when I could have spoken to them at the airport last night?

Mary Kay arranged for baggage file # MSPDL80248 to be issued for my luggage. She informed me that my luggage would be re-routed to Minneapolis airport.

On Saturday evening, I checked online for the status my luggage and I receive the following status:

Delayed Baggage Status

Passenger Information

Passenger Last Name:

BUCHMAN

File Reference Number:

MSPDL80248XXXX

Delivery Address:

HOTEL/SHERATON 12201 RIDGEDALE DR ROOM XXX MINNETONKA/MN/ 55305

Baggage Status & Delivery Information

Bag Tag Number:

DLXXXX

Status:

We have located this bag and are scheduling delivery.

Please check back again for the delivery date and time of your bag.

On Sunday morning, I call Delta at 800-325-8224 and I speak with Kim and she informs me that my luggage is in Detroit and that it was scheduled to go out on a flight to Minneapolis but that it did not go out on the flight. She informed me that I should check back in a few hours for an update.

On Sunday I also spoke with Marisi at the Minneapolis Baggage Services office and she informed me that my luggage was likely routed to Steward airport in New York. I explained to her that there had been multiple requests to re-route my luggage and that I had been informed that my luggage was in Detroit and was scheduled to be routed to Minneapolis. She informed me that she would sent another message to the Detroit airport to re-route my luggage.

The misinformation continued when I called Delta at 800-325-8224 and spoke with Brenda late Sunday afternoon. She informed me that my luggage was likely routed to Stewart Airport in New York and that Delta had done me a favor by taking the Baggage File number. A favor? When I approached the Delta Baggage Services office in Minneapolis late Friday evening going on over 40 hours without sleep, they could have easily directed me to the American Baggage Services office if that was the Delta policy. But, they didnt.

Frankly, this was the worst airline experience that Ive ever had and Delta had a customer service meltdown in the Detroit airport. Please contact me at cell phone 845-392-3100 for a first-hand account of the serious customer service issues that I and many other travelers experienced on February 25th and February 26th at the Detroit airport. Unfortunately, I saw no evidence at the Detroit airport that management was trying to take the lead and minimize the hardship on the travelers.

Delta needs to be investigated and manager fired for the meltdown of customer service at the Detroit Metropolitan airport on February 25th and 26th and its poor customer service from its Baggage Services department.

I've been without my luggage for four days and my patience has been exhausted due to Delta's mis-information and poor customer service.

Over the next day, I'll be contacting Clark Howard, consumer advocacy groups, Yelp, my Congressman, etc. until I have my luggage.

Perhaps Delta representatives need to put themselves in the shoes or clothes of their customers and try going without a set of clothes for four days.

My cell phone number is 845-392-3100 and my email is [email protected]

I cannot seem to get an accurate answer on the status of my luggage as seen below on the Delta website:

Delayed Baggage Status

Passenger Information

Passenger Last Name:

BUCHMAN

File Reference Number:

MSPDL80248

Delivery Address:

HOTEL/SHERATON 12201 RIDGEDALE DR ROOM 444 MINNETONKA/MN/ 55305

Baggage Status & Delivery Information

Bag Tag Number:

DL368666

Status:

We have located this bag and are scheduling delivery.

Please check back again for the delivery date and time of your bag.


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