#1  
Old Dec 11, 2008, 10:11 PM
traveler.ron traveler.ron is offline
 
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Default "Delta CEO can't reach Delta,Halifax" DL6163

I saw my missing suitcase when I passed through customs in JFK on Monday, December 8. But it was not delivered to me in Indianapolis, my final destination. I was first told it would be delivered the next day. The next day I was told it was mistakenly sent to Halifax. OK, mistakes can be made.
During every call I was told that messages were sent to Halifax to determine whether or not my bag was there. No response. Calls were made, but no answer. One agent said they hung up on her when she tried to call them. I was promised that Halifax would call me. I knew they would not and they didn't.
Three days later I finally asked who I could speak to that could get someone in Halifax to answer the phone. I was told that there was no one in the company that could guarantee that. "Are you telling me that the CEO of Delta Airlines could not get someone in Halifax to answer his call?" I was told that this was true. Furthermore, that the governor of New York had a similar incident with some airport and no one could force the Delta people at that airport to answer the phone. Furthermore, I was told that I would likely have to file a claim for a lost bag even though it might well be in Halifax, just because no one can force them to answer the phone or respond to messages. I was told that this happens with some frequency. Furthermore, my only recourse would be to write corporate headquarters, where the website says I could expect a response in 60 days. This whole scenario seems outrageous.
  #2  
Old Dec 11, 2008, 11:04 PM
PHXFlyer PHXFlyer is offline
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I'm sorry you were parted from your bag and hope you were or will be eventually reunited with it. It's not to make excuses for Delta but let me relate a personal experience that I think will shed some light on your situation and how things work at a small outstation like Halifax (YHZ) NS. Halifax has 3 arrivals/departures per day. One to/from Boston, JFK, and Cincinnati.

I sometimes fly into/out of a small airport near New York City, Stewart International (SWF) in Newburgh, NY which has 3 flights to/from Atlanta daily. There is ONE employee who is the ticket counter/checkin agent, gate agent, and baggage agent. He arrives at the ticket counter 90 minutes before each flight is scheduled to depart. At 30 minutes before departure (the cutoff time for checkin) he closes the front counter and goes to the gate. He meets the inbound flight and deplanes the passengers, then boards the passengers for the outbound flight. He then goes back to the front to deal with any baggage issues and when all bags are claimed or reports of any mis-routed bags, if any, are filed he's off the clock until the front counter re-opens for the next flight.

I know this since I was late for my flight one afternoon and found the ticket counter closed. I was told by an agent for Northwest next to the Delta counter that he would return after he finished at the gate so I waited and was re-booked to the later flight when he returned to check that all the bags had been claimed. I had nearly four hours to kill before the next flight and as I was walking around the terminal I saw the agent, without his Delta vest and tie on and wearing a baseball cap and smock, running a carpet cleaner! Yes, he worked part-time for Delta and in-between flights was employed by the airport cleaning floors and emptying trash bins! He was a really nice guy and I chatted with him on his break. Apparently all small outstations are run this way. He's paid from 90 minutes prior to about 30 minutes after each flight so if there are no delays or issues with arriving passengers to deal with he clocks about 6 hours per day working for elta. Not a full-time job so he supplements his income by working for the airport.

So as you can see, unlike larger airports with a dedicated baggage office and agent, there is rarely anyone there to answer the phone and when there is someone there they are almost always busy dealing with their various job functions and ensuring on-time departures. These folks work hard and serve multi-functions for rlatively little pay. As a less than full-time employee I doubt he even gets the same benefits, or pays more for the same benefits, that a full-time employee does.

I know this doesn't excuse how Delta put you off in your situation. I am aware that there are other ways (teletype and e-mail) to communicate with these outstations and you should have at least been told that a message was sent and that they were awaiting a reply.
  #3  
Old Dec 12, 2008, 4:55 AM
airhead airhead is offline
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I too am very sorry about your experience. By your account given,

Quote:
Originally Posted by traveler.ron View Post
Furthermore, I was told that I would likely have to file a claim for a lost bag even though it might well be in Halifax,
it seems you waited 3 days before you realized you had to file a lost bag claim. The agents system wide do not know where to send that bag until a claim is made. I have to admit, some employees do not have much knowledge or motivation (probably lack of training, not always their fault). Since your bag tag should have the real destination city which, in theory, should get the employees attention, I am surprised they did not send it off anyways.

Calling the station operations room is usually not a good idea. Here is a link to contact Delta.
https://www.delta.com/baggage/landing.action

I agree the situation is outrageous. I would write a letter to the manager of Helifax explaining that your bag was in their station and the agents did nothing about it. Bringing that to their attention might make them aware of a problem. Unfortunately, the CEO does not handle these situations and I would avoid bringing that up in your letter.

I would also file an official complaint with Delta.
http://www.delta.com/emailus/servlet/EmailUs?cmd=go

Good luck to you.
  #4  
Old Dec 13, 2008, 6:01 PM
traveler.ron traveler.ron is offline
 
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Default Still no action

Five days have now gone by and I still have no word on my delayed/lost baggage. I was now told that it was mistakenly put on Delta # 6558 to Halifax (YHZ) on Monday, December 8. I have also been told that since then, numerous messages have been sent to Halifax to determine the answer to the simple question: "Is the bag there or not?" I have also been told that there has been no response to this in 5 days. I find this incredible. Losing a bag is one thing--it can happen. But not being able to contact an airport in any way in 5 days is unbelievable. What if a flight were delayed or canceled? Are there no people in Halifax--agents, etc.--that you could contact to get some action on this? I appreciate the apologies, but it doesn't seem like anyone is following through on this. Surely someone in Delta Airlines must have the authority to contact someone in Halifax and insist on a response.

This is very dissatisfying.

I have already filed a complaint. It seems my only option is to file a lost baggae claim--and I was told it might take 12 weeks to process that. All this because some agent won't answer the phone or respond to repeated messages and no one in Delta Airlines--so I am told--has any way of contacting anyone in Halifax. Unbelivable.
  #5  
Old Dec 14, 2008, 10:26 AM
PHXFlyer PHXFlyer is offline
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Quote:
Originally Posted by traveler.ron View Post
...
I have already filed a complaint. It seems my only option is to file a lost baggae claim--and I was told it might take 12 weeks to process that. All this because some agent won't answer the phone or respond to repeated messages and no one in Delta Airlines--so I am told--has any way of contacting anyone in Halifax. Unbelivable.
You still haven't filed a lost baggage claim? That is the procedure. No wonder your complaints are falling on deaf ears.

"Hmmm, we have this complaint here about a lost bag from traveler.ron. Anything in the system? Nope, no claim filed. Next!"

Get your butt down to the airport and file a claim already. Otherwise Delta isn't going to do anything.
  #6  
Old Dec 15, 2008, 5:07 PM
traveler.ron traveler.ron is offline
 
Join Date: Dec 2008
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Delta finally abruptly did deliver my bag. I appreciate that. But I feel like I was put through a harrowing experience, being told I had to file a lost bag claim when an agent in Halifax just wouldn't answer the phone.
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