Delta Airlines - bags lost during South Florida to Las Vegas - many promises to delivery bags not fulfilled - ongoing hassle and bags not recovered

# 30 for October 31, 2003

Complaints.com received the following on October 30, 2003:

From:

RE: Delta Airlines - bags lost during South Florida to Las Vegas - many promises to deliver bags not fulfilled - ongoing hassle and bags not recovered

Flew from South Florida to Las Vegas on Delta. Delta lost the bags en route. After reporting loss I was given an 800 number to call to check status of their search for my bag. Was told 8 times over the course of 5 days that my bags were located and going to be delivered "within 4 hours."

After I returned home (without bags) I called again and was told again that my bags were being delivered within 4 hours to my home in South Florida - By a delivery company in Las Vegas. Obviously wrong again. I even took it upon myself to call information and get the number of the delivery service Delta uses in Las Vegas. The manager there said he had no record of my luggage and that his company was never in possession.

To make matters worse were the telephone CSR's at Delta. In almost 30 calls to the Baggage Service Center, I never spoke to one person who was proficient with the English language ( I later found out that they outsource their call center work to India ). For example, on my first call to the 800 number I was asked where I wanted the bags delivered once they were found.

I informed them that I was staying at the New York-New York Hotel and Casino in Las Vegas. The next four times I called I had to correct the information they had on file, which called for my luggage to be delivered to the "Casino Hotel" in New York City.

Now, after being lied to for a week, I am forced to fill out Delta's "Property Loss Claim Form." This form, which I have to get notarized, requires me to not only itemize what I lost due to Delta's incompetence, but to also swear and affirm to the date and location in which I purchased each item. (Do you remember when and where you bought the 5 pair of underwear you took on your last trip?) What's even better is that I have to provide a sales receipt for any item over $250.00. (I guess I should of saved those sales receipts from 11 months ago when I bought a couple suits that Delta lost!)

I can only assume that trying to get any type of compensation for their incompetence will be futile. I was/am a Medallion Level Frequent Flyer with Delta, and flew over 50K miles with them each of the last 3 years. Looks like that business is going to Northwest or some other carrier now.

It's bad enough to get stranded without any clothes, but to be met with idiocy from a system that is supposed to resolve issues but instead compounds them is unforgivable. Not wondering why all of these airlines are continually one step away from Chapter 11 anymore.

Comment On This

had the same experience the very first(and last) time i flew with them. i did not pick that carrier, it was chosen for me by a training company for work.

i was given a tee shirt that said "skyteam" and a toothbrush at the airport.

that is the last team i would want to be a member of.

"malcom" with very heavy accent, was not able to help and advised me to check back the next day? he was polite but could not solve the matter or make any progress. these problems do not go away at 2 a.m.!

lost bags for nearly 2 days. had to rebuy everything and won't bother trying to get reimbursed due to the stories i have read.

I lost sleep, was promised the bags are only 3 hrs behind on next flight. before choosing your carrier, think carefully. next time i will drive myself with my bags in the trunk. will talk to travel coordinator at work to explain difficulty with delta and total disgust with the service.