Delta Airlines Complaint - Delayed Baggage
After reading many of the reviews, this one pales in comparison but I felt compelled to write it due to the continued lack of customer care/service that has been provided by this airline and to show that no matter what the situation is, this airline has not been successful with the handling of baggage.
My wife and I are into our 4th day of what was supposed to be our vacation, but due to the airlines not having delivered her bag, we have had to alter our plans. We flew into our destination city on a Saturday (it's now Tuesday) and my wife has not received her bag. We were first advised at the destination airport that her bag would be on the next flight in and they would contact her. To date, she has not received one call and/or email from the airline as to where her bag is. Instead, I have spent the last 4 days on the phone trying to obtain some USEFUL information. Yesterday I was able to verify (and this was only due to the extra effort of two Delta employees) that my wife's bag was located in the departure city. I was advised that a rush delivery would be placed on it and it would be sent out on the next available flight. Since then, there have been more that one flight and her bag still remains in the departure city.
The customer care/service has for the most part been a contradiction of terms as this airline has provided very little if any at all. The personnel who you speak with at the baggage center are for the most part not understanding/compassionate to customers' issues/concerns. To add to that, you (the customer) are not able to contact the baggage centers at airports directly makes things that much more frustrating. They have been quick to issue to customary "I'm sorry" line, but have never asked if there was anything they could do due to the situation we are in or an offer of any compensation. I have been advised that my wife could purchase clothes and she would be compensated. When asked how much she would be allotted, I've heard form "what's reasonable" to "$50". And to receive that information, I had to ask them. An employee at the baggage center advised me that sometimes the bags are not scanned, although this is a violation of airline policy. That was reassuring to hear.
All I have been attempting to do is receive an answer as to when my wife's bag will be delivered since it's location has been confirmed. There have been no responses to my emails, no returned phone calls (as advised would be by the airline) and no follow-up information provided on-line. All of this is a continuation of how this airline has been terrible with not only the handling and/or delivery of baggage, attempts to locate and deliver the baggage when located, but with the providing of information to customers about their bags. They are consistent with the collection of baggage fees and ensure that any and all fees are in fact collected prior to taking your bag, but what can happen from then on only Lord knows.