Delta Airlines Complaint - Unresponsive/ Useless Customer Service on Baggage Claim
Back in October 2009 I returned from a trip with my husband to find my baggage damaged beyond repair. I immediately took it to the customer service area and filed a damaged report with the agent. Since then here is a recap of the 8 months of run around I have got from Delta Airlines....always promising a check is in the mail or to call me back...I have received neither and now am out luggage too.
06/01/2010 2:04pm – Contacted Delta again today, have not received anything in the mail and wanted to confirm where the case stood. On hold for 18 minutes then spoke with Thelma. Ask for an update on case #7443XXX. She sees nothing in regards to my claim under that #. I also gave her the claim # from Miriam Herrin’s email Delta File H8615XX. She can’t get into that file so she is seeing if she can find someone that can. Going to transfer to another department, I should hear something within the next few days.
05/21/2010 8:25am – As of today still no call from Delta Corporate or no response to the email sent on 04/27/2010. Spoke to Jason he told me that the case was completed it is case # 74432XXX and the check should be sent within 10 days.
05/11/2010 12:32pm – Contacted the 800# & spoke to Sherry. She told me there was nothing in the system about my claim. She said she would email corporate and they would contact me. I asked to speak to a supervisor and she refused saying they couldn’t do anything for me and the only way they could contact them was via email (that they didn’t have a phone number for them). I asked when I could expect a call and she said she really didn’t know.
04/29/2010 10:10AM– Contacted the 800# & spoke to Donna. I gave her the background and she informed me that the claims are not handled in Augusta any further they are handled in ATL. She did see in the system that the claim was approved on 04/26/2010 for the full amount and if I haven’t received a check within 10 days to call back.
04/28/2010 was at the Des Moines Airport and spoke to an agent about the email and showed them the damage report the agent filed and they said that should be sufficient and to contact the 800# again.
04/27/2010 Received an email today stating that because I didn’t file my claim within 21 days that they would not process it? I responded asking to have it re-evaluated due to the fact the agent at the airport filed the claim on 10/19/2009.
“April 27, 2010
Dear Ms. Hanke,
Thank you for the additional information concerning your damaged bag. After further review of our files, we are unable to locate any record of your loss prior to your letter on February 8, 2010.
The airlines consider claims which are presented in writing within twenty-one days from the date of travel. Because your letter failed to meet this requirement, we respectfully decline to honor your claim. However, if you have insurance coverage that will provide for payment, we will be glad to cooperate with your insurance company in their investigation.
We will reconsider the matter if you can furnish any proof that your claim was submitted within the specified time limit.
Customer Care Baggage Claims”
04/13/2010 I received an email from Delta stating they did receive my fax and will be expediting it for processing.
03/23/2010 Received an email from Customer Care asking me to refax the claim to 404-677-3097 attn: JSM Ref # 10874087 – Faxed at 3:40pm
03/16/2010 8:00am Re-faxed to claim report to Delta
03/15/2010 1:39pm spoke to Angela. She asked for the File # I gave her OMANW126XX from the damage report. She doesn’t show receipt of the fax? Asked me to refax it again.
02/05/2010 Faxed document
This is the second email I have sent to this website: the first on 01/18/2010 with NO response given! I think this is unfair that now the airline has not paid me a dime & taken my suitcase!
Good morning, I am writing today because I feel I am out of options and don’t know where else to go. On October 19, 2009 my husband and I were returning from vacationing in Mexico. When we returned to the Omaha, NE airport we found our bag to be broke. I took it to the service counter and he opened it looked at it and filed a claim which he gave me a copy of the damage report. He told me since we live in Des Moines and needed to get our stuff from the suitcase before we turn it in we could do so in Des Moines. On Sunday, October 25th I went to the Des Moines airport with the claim form and bag and they asked if they could exchange it for one they had there. I had recently purchased the bag for $240.00 and still had the receipts and the bags that were at the airport didn’t compare. The customer service representative told me since the bag was less than 6 months old they could give me a full refund of 100% ($240.00). She took my receipts and bags wrote on the damage report 6 month $240.00 and told me I would have a check in 4-6 weeks. That time passed and I had not heard anything so I called the 800# she gave to me on 12/08/09. I was asked to call back later that day because the systems were down. I then called on 12/14 and spoke to Sherry she told me there was no claim in the system and she took my number and was going to have someone contact me. That NEVER happened! On 12/23/09 I contact the 800# again and spoke to Vickie she told me the claim was closed and a check was sent. She gave me file # 7443XXX. On 01/18/2010 I had still not received a check so I called the 800# again and spoke with Annette. She told me to call Corporate at 404-714-7101 and press option 2 but then told me they would be closed today so I would have to call back. I asked her to verify that a check was sent because I had received the run around so much. With her looking into it she told me that that claim was closed in February? I was confused because I didn’t file this claim until October? She looked into it further and that claim # was for a delayed flight where we were stuck in Orlando so they gave everyone $100 vouchers, not for my baggage. She said I would have to resubmit a claim because they have no record of this claim and to go on line and find the form. Well I guess I could do that but the Customer Service Rep in the Des Moines airport took all of my receipts, luggage, etc? I don’t know where to go with this. It was not a cheap bag costing me $240.00 and I am really disappointed with the run around I have been receiving. Can you please help me get this figured out or direct me where to go to? This is going on 12 weeks or run around and I think that is unacceptable. Thanks!