Delta Airlines Complaint - Delta Baggage Services - One more
What follows is an email I sent Delta re: their baggage handling impotence. Anyone who has dealt with them can probably vouch for the fact that not only are they not helpful, they are borderline malicious.
This is an email regarding file reference # BOSDL47277, a bag that I
have been without since 12/14/2007. It is an extremely valuable guitar
inside a guitar case. This email relates to my experience trying to
have my bag delivered to me in Chapel Hill, NC, from Boston. I'll be
in Chapel Hill until Christmas Eve, at which point the Chapel Hill
delivery address will no longer be valid.
I have spoken to your office numerous times over the past several
days. Without fail, I have come away from the phone call unconvinced
that Delta baggage representatives were doing their best to help me,
or indeed even trying at all.
The problems I've encountered are numerous. To name a few:
1 - Hold times are nearly an hour long. Completely unacceptable, even
by today's standards, where customer service is an empty concept.
2 - I get disconnected. With hold times as long as they are, two
things come to mind. First, I can't readily call back; and second, I'm
being intentionally disconnected to mitigate workload.
3 - I don't understand the representatives, and they don't understand
me. Overwhelmingly, your employees speak with thick Indian accents.
Having poor English speakers handle arguably the most sensitive of
your customer service operations is just plain stupid. It's taken 3
days for them to get my delivery address right, and I at one time had
to explain the concepts of "guitar" and "guitar case".
4 - and perhaps most egregious - your stock answer is as follows:
"Wait for the next Delta flight, #XXXX, landing X hours from now, and
call us back to see if your bag came in on that flight"
This response conveys no hint that Delta actually cares about
reuniting me with my bag. First, it becomes my responsibility to
hawkishly watch over the status of my bag on my vacation, because
Delta representatives who are being paid to do just that cannot be
bothered. Second, calling back is unreasonably onerous for reasons
already enumerated. Third, no new information is added - what I am
basically being told is that Delta representatives have no control
over how their delinquent airport offices run their affairs. The Delta
people in Boston could be having a pizza party for all anyone knows,
totally ignoring their responsibilities.
I would appreciate a meaningful response to renew my confidence in
Delta as an airline that hires people who actually take pride in their
work. Practically, I expect compensation for lost time and an honest
effort to reunite me with my bag.