Terrible customer service and damaged luggage from Delta

Posted Tue May 18, 2010 12:00 pm, by Cheryl P. written to Delta Air Lines

Write a Letter to this Company  |  Rate this Company

On May 8th, 2010 we flew into Grand Rapids, MI from LAX via Cincinnati on flight 6603. When we claimed our luggage it was torn and pretty banged up. I went to the customer service area where I was directed. When I got there I was told I would have to get in line. I did so as did another lady whose luggage was lost. The three ladies there proceeded to help everyone behind us, ignoring us! After more than 5 minutes of trying to wait patiently, I inquired when we would be helped as we would really like to get our problem taken care of and get on our way home. I was told that they would get to me when they could!!!!
Finally another lady came out and said what's your problem, the other service reps said I had damaged luggage. The lady took a glance, said that my luggage wasn't very badly damaged at all, she saw a lot worse every day and I could still use it! She said she'd give me a $25 voucher and walked away. I told her that $25 wasn't sufficient and that it was new luggage I had just purchased for my daughter the past Christmas. To this she responded, "How much did you allegedly pay for it?" At made me very angry, assuming automatically that I would lie about what I paid. I told her that I actually, not allegedly paid $100 for it and it came with one additional small carry on!" She said well $50 is the best I can do. I asked if there was someone else I could speak to because a $50 voucher I might never use, did me no good to replace the luggage. To this she replied that all it needed was tape or super glue and I could still use it anyway! But if I wanted she would give me a coupon for 20% at a local repair place. I explained that I lived in Battle Creek, over an hour away and it wasn't feasible for me to return the luggage to Grand Rapids to get repaired. She said well I could call Kalamazoo and see who they used (a 1/2 drive from home) or she was sure I could find someone in Battle Creek. I explained, no there was not a shoe or luggage repair place in Battle Creek.
She said well she could go in back and find a piece of extra luggage they had back there, but I would have to leave the damaged suitcase with her. I explained that I had been flying since 11 the previous evening (now more than 12 hours prior) and I would be happy to return the damaged luggage but I had no desire to unpack my suitcase in the middle of the airport and repack it into a different one. She replied, well we have a little room in the back you can use. I said no I just wanted to go home and go to bed and my traveling companion said she would also like to do the same. To that your employee responded "Ditto, I would like you to go home to bed too!" Now I was really angry at being treated this way. I said to her, excuse me but I am still standing here and apparently you missed the customer services classes because her behavior was not appropriate in any way shape or form!
First, she nor any of your staff ever once offered an apology, second, I really don't care how other peoples luggage is damaged, I only care that mine is, third, if you and your employees know this is an ongoing problem, why aren't you fixing it? The treatment we received was reprehensible and your remedy unacceptable.

First, just for putting up with this treatment is worth a free flight, not just a $50 voucher that most likely won't be used before it expires in a year, which is likely what you hope for. I feel a free flight is justiable based on the humiliation I experienced at your employees hand. Second, you should send me a catalog with a choice of a comparable piece of luggage that you will SHIP to me at no cost to me. If you don't have a catalog, then a $100-$200 pre-paid Visa gift card would be sufficient to replace the luggage and compensate me in a VERY small way for my inconvenience and time to replace it for my daughter.

Log In/Create an account | 6 comments

del.icio.us      Digg this

PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately.

Re: Terrible customer service and damaged luggage from Delta by I'm back Posted Mon May 31, 2010 @ 8:15 PM I have a friend who worked for baggage claim for BA, and she said they NEVER EVER offered a full luggage priced voucher. You get the depreciated value of the luggage, and that they had a damage scale in which to figure out how much you were entitled too. The fact that you could bring your luggage up to them in one piece, signals to me that it wasn't badly damaged. Your boarding pass is your bill of carriage, if you check Delta's website you will see the policy of what they are required to cover, and what she offered you is all they have to. You chose not to take it, so that is it. Reply Re: Terrible customer service and damaged luggage from Delta by Eclipse Posted Tue May 18, 2010 @ 8:21 PM Some wear and tear is to be expected. It sounds like the bag was still functional, but just had some cosmetic issues. I would have taken the voucher. Also, it sounds like she was trying to help. If she didn't, she would not have offered to call the Kalamazoo station and see what places are available closer to you. Reply Re: Terrible customer service and damaged luggage from Delta by batmoody Posted Tue May 18, 2010 @ 1:18 PM Everything they offered you, you refused. They aren't going to replace your luggage or give you a free flight, that's just silly. And when she DID offer you another piece of luggage, you said you would be happy to exchange it (they even offered you a little room to repack) but you were too tired and wanted to leave. In my opinion, they did more than they should have to correct the situation. Your luggage wasn't damaged beyond use or repair. It didn't need to be replaced. There are people there who have actually LOST their luggage and everything inside. I would say that is the priority. And the fact that you were directed to customer service, and they had to tell you to get in line, tells me that your barged right up there, bypassing the line in the first place. I agree with the employee. It sounds like you needed a nap. Reply Re: Terrible customer service and damaged luggage from Delta by Donno Posted Tue May 18, 2010 @ 12:17 PM As far as the initial interaction, it sounds like they were trying to prioritize lost luggage first, which is understandable. I think the offers made to you were reasonable, but the request for a free flight, brand new luggage, or a prepaid VISA card for the cost of the luggage are totally unreasonable. Reply Re: Terrible customer service and damaged luggage from Delta by RowdyRetailer Posted Tue May 18, 2010 @ 12:14 PM 50 bucks seems totally reasonable for a bag you can still use. Good Day Reply Re: Terrible customer service and damaged luggage by NathanG Posted Tue May 18, 2010 @ 10:55 AM I dont see what you were looking for when you brought it their attention. You said it was torn and banged up, but you had it with you and the clothes werent falling out so it must still usable. They offered you $25.00, then $50.00 (half the cost of your luggage, when only one piece was damaged), then offered to find a place closer to your home in order to get it repaired. You refused all of that. Did they have the best customer service? doesnt sound like it, but it also sounds like you expected them to pay for a brand new suitcase when only one piece was barely damaged. These people deal with customers all the time who try the old, my car was stolen with the mona lisa in the trunk, scam. So I am sure they are wary of everyone that claims to have damaged. They have no proof either way, it could have been like that when you left your house. Do you have proof otherwise? So they have to take your word for it. Suitcases are made to be handled roughly, because well they are. They are thrown around, dropped, heaved, bumped, etc. Its part of the process of getting you to your destination as quickly as possible. I think all your requests are pretty over the top. Free flight? No, you got to where you needed to go Free Luggage? No, you only scratched one piece of a set and its meant to happen. Then you want a $100-$200 prepaid visa for luggage that even you said only cost $100, whats the other $100 for? pain and suffering? Reply