Delta Delays - part Two
June 29th, 2007
In a completely underwhelming response, 4 days after I was told they would respond in 12 hours. Delta Airlines responded to my complaint submission with the following.
Dear Mr. Dawson,
Thank you for contacting us through the Delta web site. I apologize for
the delay in responding to your message but due to the popularity of our
message board, we have not yet reached our goal of immediate response
time.
We appreciate you taking the time to share the disappointing details of
your trip with us. We want flying on Delta to be enjoyable, and I am
sorry for any role we may have played which caused your travel
experience to be otherwise.
I further apologize for the difficulties you had communicating with our
staff and want to assure you that we are aggressively trying to resolve
some of the issues your letter addressed. We are increasing airport
staff, especially at our hub operations. Additionally, new technology
will be introduced this year which will simplify procedures for both our
agents and our customers. We want our staff to be available to provide
the friendly, distinctive service for which Delta has always been known.
If your concerns have not been addressed, please send them to us in
writing, according to the following:
Delayed Luggage:
Delta’s policy for interim expenses allows the consideration of
out-of-pocket expenses, following a 24-hour delay away from residence
city, at the rate of $25.00 per day/per person, up to a maximum of five
days. If you have receipts for interim expenses that you would like to
have reviewed, please send those to us at the address below, along with
the file reference number you received when you reported your bag
missing to Delta.
Missing Luggage/Pilferage:
You may download a claim form from our website at
www.delta.com/bagclaim; please complete this and send it to us at the
address below.
Damaged Luggage:
Delta’s policy on damage requires a report must be made within 24 hours
of travel and that resolution is administered by the local baggage
service office: we take possession of damaged items when providing
compensation. This policy excludes liability for minor cuts, scratches,
and dents, or for items that protrude from luggage, such as retractable
handles, straps, wheels and luggage feet. Additionally, if there is no
damage to the outside of the bag, box, or container, we do not take
responsibility for items inside the box, as we have no control over the
manner in which fragile items are packaged by our customers. If you
made an initial report of the damage, please bring your damaged items to
the nearest baggage service office, along with your file reference
number, for resolution.
We appreciate your selection of Delta and thank you for your
cooperation.
Delta Air Lines, Inc.
Corporate Customer Care-Baggage
P.O. Box 20598
Atlanta, Georgia 30320-2598
FAX: 404-714-9122
June 29th, 2007 at 1:54 pm
Strangely enough…before I received the above email. I got a different email, in my secondary email account. (8:50 am EDT)
The following is a very different message then I received this afternoon! (At 12:14 pm EDT)
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Dear Mr. Dawson,
I am very that your luggage did not arrive at Barcelona when you and your wife traveled with us recently. I realize this was a very special trip for the two of and cannot apologize enough for this mishandling.
Delta transports millions of bags each month without incident. We place constant emphasis on the careful handling of our passengers? checked property; however, despite our best efforts, irregularities sometimes occur. The information available to us indicates that your luggage has been returned to you and I trust it was received in good order.
We would like to reimburse you for any reasonable out-of-pocket expenses you incurred during the time your luggage was missing. If you will send us an itemized list of these expenses with supporting invoices, we will give the matter prompt consideration. You may fax this documentation to my attention at 404-773-XXXX.
In the interest of goodwill, we are mailing our Transportation Orders totaling $700.00 ($350.00 each) which may be used toward the purchase of tickets for future Delta flights. These vouchers are valid for one year from the date of issue. Please allow approximately seven business days for receipt.
Again, please accept and extend to your wife my apology and give us the opportunity to do a better job the next time you travel.
Sincerely,
Kathy XXXXXXX
Claims Manager
Central Baggage Service