Delta does not care about customers or their belongings

Delta's Contract of carriage as all other US based airlines' does not
include Camcorders and cameras and other electronic items. You should
have taken responsibility to carry-on your camcorder and camera in a
small acceptable carry on bag.

I noticed that the second commentator from the bottom has the same
last name you do. Do you know each other?

What a nightmare. I had no idea that Delta handled their customers in
such a poor manner. I am so sorry for you to have to deal with the
same problem twice. I can definately say I will NOT be choosing Delta
for my travel!!!!

http://www.delta.com/traveling_checkin/baggage/delayed_damaged_lost/de
claring_baggage_value/index.jsp

It does appear that there is a lower limit of liability for passengers
coming from locations outside of the US. It is governed by the Warsaw
Convention and the Montreal Convention.

The rules for domestic US flights are more generous. If you feel that
the fact that you checked in again after entering the US makes your
second leg a domestic flight, then by all means consult the FAA to
find out if your case is governed by US Law:

http://www.faa.gov/

There are a couple of good lessons here as well. Of course, I don't
need to tell you, because you know. But I will say it for anyone else
who might be reading this in the hope that they won't have to go
through what you did:

It's never a good idea to check valuables. If you must, you should
make sure you have receipts to prove thier value in case of loss.

It's also a good idea to check the limitations of liability before
taking a trip and purchase extra coverage if the value of your luggage
contents exceeds it. Err on the side of caution. If you are not sure
whether you are covered by US law or international law, buy the
coverage for whatever is less. If something goes wrong, you'll be VERY
glad you did.

Best of luck in recovering your loss.

This is utterly disqusting! How can such a large company even stay in
business if they cant take care of a mom with 2 kids of all customers!
What ever happened to decent customer service with the focus on the
customer is always right? I own my own company and we have approx 15
employees that frequently fly Delta. After this, the information Ive
found online and provided by another poster here - I will NEVER choose
to fly Delta over another airline. This is outrageous that they lost
it once, but to lose it twice and still NO sympathy! Outrageous!

To the original poster - take this as far as you can. Just think of
all the people that they have taken advantage of that havent had the
courage to speak up or didnt know how. Fight for those in the past
that have been screwed in the past and prevent others in the future.

More importantly than not caring about their customer's belongings,
it's apparent they don't care about their customers - period. Just
because the airline industry is a finacially struggling business gives
them no excuse to shortchange their customers on service.

There are publications by the DOT
(http://airconsumer.ost.dot.gov/reports/atcr05.htm) and I find it
astounding that in Dec 2005. Delta ranked #2 on the MOST lost luggage
reports! Delta ranks #1 the Complaints filed with the DOT over any
other US airline. They also rank #1 in the denied boarding category
due to oversales. So touche to your point that Delta does NOT care
about their customers or their belongings. The statistics speak for
themselves.

I would without hesitation report them to the Better Business Bureau.
I'd contact the Dept. of Transportation. I'd call the Dept. of
Homeland Security. I'd file complaints with anyone and everyone.

I hope there is somebody out there that is willing to escalate your
concerns and resolve them. It gives me heartache knowing that I have
this to look forward to next time I fly with my family.

Wow. I am a Delta platinum member. I am shocked and disgusted my
favorite airline would behave in such a way and/or employee people who
would treat customers like that. Geez. I am truly annoyed....grrrr!

I would be outraged! I will NEVER fly delta again, for fear of this
happenieng to me! I'll be sure to tell my friends and family, thank
you for sharing your story.

Wow..are they kidding? Don't they want repeat business? I for one am
never flying Delta after reading that. They should offer and apology
and pay what they promised!

This is outrageous. I will never fly Delta and tell everyone I know to
boycott them!

I see that my message was sent to Customer Care. Last time I
contacted them by email was on Nov 25, 2005 with this letter:
Dear Customer Care,

On November 9, I flew from Moscow to JFK with my 4 month old and my 3
year old. In JFK, a Delta Sky Cap and I got our luggage, went through
customs and rechecked our baggage for our flight to Pittsburgh.

Our flight to Pittsburgh was delayed for over four hours. 3 hours
were spent on the aircraft, on the runway. We were offered only a
bottle of water and a cookie. I was not permitted to bring my
carry-on with me for the flight despite that fact that it contained
baby items such as food, diapers, blankets and other necessities. I
was told that I could "live
without them for a one hour flight." Well, when you sit on the runway
for over three hours and then spend and hour and a half in flight,
this becomes a 4+ hour flight, far too long for a baby to go without
food or
diapers.

I arrived in Pittsburgh 5 hours late, after 24 hours of traveling with
2 small children, to find that our luggage did not arrive. I was told
that it was delayed because our suitcases were large and the aircraft
was small. I was livid to find that our belongings could be purposely
left behind without my knowledge. And since the flight was so late, I
found myself with two children who had been wearing the same clothing
for over 24 hours, and no stores were open to get them fresh pajamas.

Then next morning I called after my luggage and I was told that my
suitcases did not make the morning JFK-PIT flight, but that they would
most likely be on the evening flight. This went on for several days.
I was told that I had a total of $250 to spend to replace necessities
for 3 people. And that it would take 3-4 weeks for compensation to
come through for my lost items. I knew that $250 can not buy
necessities for 3
people who are away from home, and that once I began replacing our
necessities, I would run out of money far before 3-4 weeks.

The next time I called to check on the status of my luggage, I was
told that it would take not 3-4 weeks for compensation, but 7-10
weeks! Delta,
therefore, expects me to replace my lost items including pajamas,
socks, t-shirts, underwear, shoes, boots, tops, sweaters, shirts,
jeans, pants,
and winter coats for 3 people, children's toys, children's books, my
camcorder, my camera, Christmas gifts for my family and friends, my
valuables and all other things needed for the 2.5 months that my
children and I will be traveling with $250 while we wait 7-10 WEEKS
for compensation. Does this seem feasible?

I trusted Delta with my family's belongings and Delta lost them. I
packed things that we NEEDED, things that my children and I can not
live without,
and Delta lost them. How can I afford to replace ALL of our
belongings and wait for 3 months for compensation?

I expect Delta to realize that this is a special case, that two very
large
suitcases full of all the belongings for 3 people, have been lost.
Children can not live without clothing, shoes and coats, and neither
can I
for that matter. I am out of money. I can not afford to get my
family the things we need, the things that Delta lost without our
compensation
money.
Please forward this email to someone who has the authority to take
action.
My contact info is:
(removed)
My Lost Baggage Claim is:
(removed)
Regards,
Michelle Kouzmine

I received this in reply on Dec 30, 2005 (1 month and 5 days after my
email was sent:

"Dear Ms. Kouzmine:

Thank you for contacting Delta AirLines regarding your missing
luggage.

Our records show your claim form was received in our office on
November 14. The standard processing time is 12 weeks from ths date.
We do not pay for interim expenses when lugggae is missing. The final
settlement is made for the contents of the missing luggage not
replacement items purchased. If the bags are located and returned,
then out-of-pocket
costs will be considered.

You will be contacted when your claim is processed.

Please accept my apology for the poor impression received.

Sincerely,

(name removed)
Claims Manager
Customer Care "

What a way to say. Oops, not 7-10 weeks, but 12. Oops, your
compensation will be lower than the value of your things. Oops, we
don't have time for you...