Delta Airlines Complaint - Lost baggage basd customer service
GEORGIA -- My parents and children traveled Emirates Airline EK 533 out of Kochi (India) to Dubai on 4th August 2007. They had their onward booking to JFK by Emirates as well. But because of the delayed arrival of EK 533 they were put in Delta Flight 7 out of Dubai to Atlanta on 5th August arriving on 6th and onward to RDU on Delta 967. Since my parents are old and my children are young, they chose the option of directly transferring the bags to Delta instead of claiming them at DXB on August 4th.
At the Delta counter in Dubai they were told that the baggage would be sent with them as well. But since it did not reach Atlanta, They continued their onward journey by Flt 1054 and filed a complaint at the Delta Baggage claim at RDU .
They had a total of 7 checked in bags with them and all of them were tagged to DXB /JFK originally.
On the 7th we were told by the customer service that all the 7 bags have been tracked and will be forwarded by flt DL07 on 8th from DXB arriving at RDU by DL 1054 on 9th. We were delivered with 3 bags that evening.
After further talk with the Customer service on 9th we were told by Ms. Rosa Brown from Augusta, GA of Delta that 2 other bags have been tracked and would be arriving the Next Day (i.e 10 th) from JFK. And our further talks with Emirates indicated that in fact 2 bags were forwarded to Delta. On the morning of 11th one of the bags was delivered.
Subsequent calls to the customer service have been really painful. The only thing they were saying that the bags could be anywhere and we won't know until it reached RDU.
At this point we contacted my cousin who lives in Dubai. He got in touch with some of his contacts at Emirates and they personally tracked 1 of the bags and was forwarded to us by DL7 on 15th August which was delivered to us on Aug 16th.
We called the customer service again trying to get any updates on the other 2 remaining bags and was told that one of them is being forwarded on Aug 16th. But we did not receive any updates on the where abouts of the bags.
So we contacted Emirates customer service again and I got the response from them that one more was forwarded on DL 07 on Aug 22 and would be forwarded to RDU buy DL1054 on Aug23rd and also told that
"The remaining bag under reference AI660163 (DXBDL10337) was recorded as being sent by DL on 08/09 August, however, the loading records are incomplete and I have noticed an error in the report, which records the tag number as 'IA' (Indian Airlines) instead of 'AI' (Air India), which is probably why the bag was rejected from loading. DL needs to follow this up with the ground-handling agency at Dubai airport quoting these details."
Even though Emirates is not required to provide any information to us, they have gone above and beyond what is required of them by law to help us in locating the bags. I can't say the same for Delta.
I called the Baggage service at Delta again and they did not have any of these updates in their system. This to me feels like the system is completely flawed and Delta does not really care for the passengers. This could be a very common incident for Delta. And we may be just one of those customers.
I am really disappointed and saddened by the whole tum of events and the subsequent handling of the matter by Delta . My parents had plans to spend 6 months here in the US. Now as they don't have the things they need to survive here including some of the medications as they had to check those in because it were all liquids. Now they have no choice but to cut their visit short go back to their home country.
I have been dealing with the Baggage service at Delta for lost baggages since August 6th 2007. I have called them on a daily basis and I have had to deal with rude customer service agents.Each time I call I have had to explain the situation and have spent a minimum of 40 minutes per call.They seem no to have been updating their system with any of the information I give them.I have also tried to contact them through emails with all information that would be helpful in locating the bags. So far I have received 2 email reply from Delta on August 25 which looks like an automatically generated email. I have also emailed GM Customer service and have not received any response. Along with a minimum of 2 phone calls per day since 6th of August. The customer service agents have been nothing but rude to me.