Delta Airlines Complaint - Damaged Luggage and Customer Service
CHARLOTTE, NORTH CAROLINA -- I was on a return flight from Cincy to Charlotte and when I got my bags, one of my handles hand been nearly ripped off. I would not have minded if the luggage was cheap, but it was a Louis Vuitton bag. So I went to the baggage dept. customer service desk and was rudely informed by the desk agent that I shouldn't be flying with expensive luggage, that luggage like I had should only be used for travel in the car.
I informed him that it was not his place to be judging what type of luggage I had, only to help my with my poblem of the destroyed luggage. He said that he couldn't do anything about it except give me an 800 number to call. So I went home and called the number, explained the situation, and got all sorts of apologies for how I was treated at the Charlotte airport. The lady I spoke to on the phone told me that they would send my luggage off to be fixed. I asked if it was going back to Louis Vuitton, but was informed that they had a luggage company who handled all the airline's repairs. I said that I didn't feel that a luggage repair company was good enough, that I wanted Louis Vuitton to do the work or else I wanted a replacement bag. They wouldn't give me any satisfaction on the matter.
Two weeks later, I got a box and shipping label in the mail, and an instruction letter how to send it back to this luggage company. So I did what I was told to do and several weeks later, I recieved my bag back. The repairs look awful. So I called Delta back and they told me that since my flight was a Delta Connection flight, not a Delta flight, there was nothing they could do, and it was my responsibility to take it up with the airline that actually handled the flight.
Now I'm getting the run around...
I called the luggage company to complain about the shoddy repairs and they said that I could send it back and they would re-do the repairs.
I called Delta back and said that I wanted a new bag, because now not only was my bag ruined, it was repaired and ugly. They wouldn't do anything about it.
I called their 800 Customer Service number and talked to a woman and told her my story and explained that unless I got a new bag I would never fly Delta again. She told me that she would forward my complaint to upper level management and to expect a reply in a few days...I have yet to hear anything. So, I will never fly Delta again.
The best part, however, is that one of my friends teaches classes in customer service for his company and he uses my story in his presentation. So my problem has gotten out and he uses Delta's name, so people in his corporation hear monthly why I will not fly Delta.
If my story stops one person from flying Delta, I have helped.