Delta promises free checked bags but does not deliver

Date: 21 June 2013
Airline: Delta/Alaska Airlines
Flight: 7470

The most disappointing flight I ever had! Before my trip, I called Delta SkyMiles representatives to ask whether I could get a free check-in bag with the Delta Gold credit card. The representative said yes, and encouraged my family to carry bags for free check-in. I gave her my confirmation number and she said my itinerary was eligible for this offer. All the flights on my itinerary had Delta flight numbers.

Then, on my way back, I had Delta flight number, but it was operated by Alaska Air. Then Alaska said I had to pay for check-in bags! This is totally different from what Delta SkyMiles told me. After I came back, I called Delta customer care and asked for refund, they refused to take the responsibility of telling me the wrong information!!! I couldn't believe it.

Suggestions on flying with expensive luggage

Date: 5 September 2011
Airline: Delta, flight DL1923
Location: Atlanta, GA

I am writing to complain about damage caused to my Louis Vuitton luggage which occurred on my journey with Delta Airline on September 5, 2011 from New Orleans to Atlanta on Delta Airlines flight DL1923

On arrival at my destination in Atlanta airport, I discovered damage to my luggage. I express total disappointment in the way my luggage has been handled by Delta Airline. I declared the cost of my luggage at $4,700 and asked your staff to take good care of my luggage when I checked in.

My luggage was badly damaged during a recent flight on your airline and I have been unable to obtain appropriate compensation. Dona Stopper who is claim manager called me on May 7, 2012 asked for the original receipt and I did fax to her on May 14, 2012. However, Dona called me again and asks for more documents. I believed that she just want to run me around until I give up for this claim.

-Phillip

Suggestions from AirSafe.com
While nothing can prevent damage or loss to luggage and its contents, there are several things you can do to protect yourself:

- Buy insurance for your expensive travel items
- Consider packing expensive luggage within a larger piece of luggage
- Review airline baggage damage policies to find their reimbursement policies
- If you have a claim, be sure to keep all documentation
- Photograph the condition of expensive luggage before your flight

Always get documentation from the airline when they lose your bags

Date: 12 March 2012
Airline: United, flight UA3937

I called to find out why I had not been contacted about items stolen from my luggage by United baggage handlers. "Josh", who said he had no employee identification number was condescending and belittling in my attempts to find out where my matter stood. He kept asking for a reference number which I repeatedly told him was never provided. When he did find my information he did not provide a reference number and had an attitude almost taunting.

I called back to complain to a supervisor and somehow he took my called and said there was no supervisor or manager for me to talk to. We got into a heated discussion as to who had the attitude and he hung up. So, not only does United have thieves in baggage, this person, "Josh", apparently thinks these matters are trivial.

- Christopher

Delta ineffective lost bag process

On December 30 2011, my girlfriend and I flew WestJet from Winnipeg to Phoenix and then flew Delta from Phoenix to Los Angeles. When we arrived at LAX, we waited over an hour at the baggage carousel but to no avail.

We then asked the Delta baggage employees what to do from there. They were rude and of little service until finally they said to check with Delta Lost & Found. After making our case to Delta Lost & Found, and coming to the conclusion that our baggage was either delayed or lost, we were given a File Reference Number to use in tracking our baggage. When I first called Delta's Baggage division, it turns out that the FRN was incorrect - the last three numbers were completely off - but fortunately we were able to use the baggage tags to move forward.

Let it be known that at no point throughout this ordeal has Delta called me to inform us about any updates with the baggage. Any and all communication has been initiated by me.

After two days of calling Delta for updates, one of the two pieces of baggage (my girlfriend's) was found and available for pickup. There was no update on my own baggage, however. When I arrived at Delta's LAX terminal to pickup the one piece, I asked Delta's Lost & Found if I could have the baggage employees near the carousel look for my own. After having to deal with further rudeness and indifference, and clarifying that I had permission from L&F to have them look through the bags for mine, the Delta employees began to look. Unfortunately, they were haphazard and lackadaisical about going through the bags - I have an admittedly generic looking black wheeled soft/hard case by Leisure - seeming reluctant to go through every piece of black baggage they had. Frustrated by their obvious reluctance to assist me, I had one of the Lost & Found clerks to assist. Unfortunately, she too did not find my baggage. I left LAX with my girlfriend's baggage and a new FRN for my own.


Now, because of my girlfriend's baggage being found, the case for our baggage had been closed. After clarifying my own baggage is still lost, the case had been reopened Delta assured they they were continuing to search for my baggage, but that I should begin filing a claim for my baggage. I then filed and submitted my claim online. (I find it strange I was never given a confirmation email from Delta; whether that's intentional or not, it's bad form for any online business/transaction to not leave a confirmation receipt via email.) A few days after the submission, I noticed that Delta closed the case once again! I called their baggage department, who told me that once the claim has been filed they close the case. I was assured, however, they are still looking for the baggage (as they apparently have been and will continue to do until 120 days since the original incident.)

The communication and competence I have experienced from Delta in this matter has been atrocious. It is January 11th, thirteen days since my baggage was first reported missing, and it seems as if most of the attempts and effort in fixing Delta's problem has come from me. I demand, quite simply, that Delta gets their act together and either retrieves my baggage as soon as possible or reimburse me for my time, effort, and most importantly, my property.

- Brett

Serious Security Allegations at Cairo Airport

On occasion, we receive information that is so potentially serious that we feel compelled to make our audience aware of it as quickly as possible. The following information was provided by a passenger who witnessed what appeared to be a clear violation of fundamental security procedures.

Location: Cairo International Airport
Date: 19 September 2010
Airline: EgyptAir
Flight: MS914, 1030 hrs, Gate G08

Whilst waiting to board an Egyptair flight from Cairo to Abu Dhabi I witnessed the x-ray machine operator accept cash from passengers to carry on board items which are not permitted. Every time he saw something on his machine he asked the passenger to open the bag and he would remove items, I saw aerosols, scissors, lighters and ligter fuel and much more, then a coversation would ensue, on at least 10 occassions money changed hands and the items were placed back in the luggage.

As if this wasn't bad enough the guard operating the metal detector noticed my intent interest in what was going on and 'invited me to move to a different part of the departure lounge' I guess he gets his share later. I for one will not be flying this airline again.

Name withheld by request

If you were on this flight, or have seen similar problems at this airport or with this airline, please share your experiences with us.