Delayed Baggage and Lack of Response by Delta Employees
Posted Mon June 25, 2012 8:14 am, by Scott M. written to Delta Air Lines
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To begin, I am a Diamond Medallion/Million Miler on Delta. Diamond Medallion is the highest level in the Delta SkyMiles program.
I was flying from Atlanta to JFK and on to Accra, Ghana. Because of weather delays, I was going to arrive at JFK after the flight to Ghana left. Therefore, no reason to go to JFK (it would be 48 hours until next JFK-Ghana flight).
So I rebooked on an Atlanta-Amsterdam flight (where I could connect on KLM to Ghana). This was done 4 hours before the KLM flight, giving Delta Baggage Services 4 hours to get the bag off the JFK flight and on the Amsterdam flight.
When I arrived at Amsterdam, the Delta representatives could not find any information on my (2) bags. I went to the KLM lounge, and the staff there contacted the KLM Baggage Services Department. They could not find the bags in the DL/KLM system.
I started calling Delta Baggage Services and the Diamond Medallion help desk in the USA from Amsterdam. Over the course of 24 hours and 10-12 calls lasting a total of more than 2 hours (trans-Atlantic phone calls from my cell phone, so those should be $$$ expensive), I received no help from Delta!!!
Baggage Services told me to go on to Accra, because nothing could be done until I arrived at my final destination. That conflicts with information on the Delta website. I was told by one Baggage Services supervisor that "at best" all that Baggage Services could do was to "request" that the bags were forwarded on to Accra and/or Amsterdam.
The Diamond help desk (representatives and supervisors) were all very sympathetic, but stated that baggage wasn't an area they really could help with (again, that is not what you can read on the website or in the information sent to Diamond Medallions by Delta).
So I left my home in suburban Atlanta at 9:00 a.m. EDT on Friday, June 22 and wore the same clothes until Sunday evening, June 24 at 10:00 p.m. When I arrived at Accra, one of my bags was on the KLM flight I flew on from Amsterdam. The other bag still has not shown up (I am told it will arrive today - June 25 --but there is not guarantee).
Bags get lost or delayed. I am not as upset about that as I am about the customer 'no-service' from EVERYONE I spoke with at Delta. Every one of them -- representatives and supervisors -- were apologetic, but looked for ways to shift the responsibility elsewhere. Not one took 'ownership' of the problem and that is what bothers me.
If this is the level of service a Diamond Medallion receives, then what about the occasional traveler who has no 'status' with Delta???
I would like the following:
1) I would like to receive my second bag, which has many things needed for the meeting I am in.
2) I would like Delta to acknowledge the problem of 'pass the buck' by its staff.
3) I want the compensation mentioned by Delta on its site.
4) I want some miles added to my account -- that seems to be the easy way out for Delta to placate frequent travelers -- miles that may or may not be used down the road...
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