The night before I was to return to Atlanta, I received a call to go to DC for an important meeting. I changed my plans and headed to DC on Thursday, January 5th. I attended my meeting and then booked my flight home for Friday afternoon, January 6th. At that point, since everything I had changed, I planned to leave for NH today, Sunday, January 7th from Atlanta. I was excited to spend a couple of days with my family and pups.
On Friday afternoon, I left DC on a 4:00 pm Delta flight to Atlanta. When I arrived in Atlanta, my bags were nowhere to be found. After waiting almost an hour, I went to the medallion baggage services office and filed a report of my baggage not arriving in Atlanta.
This has happened before and my bags have always been promptly delivered the following day. This time, not only were my bags not delivered, I never heard a word from Delta until I contacted them.
Sometime on Saturday afternoon, I realized there was a real problem because Delta couldn't locate my bags and just about all of my business (and business casual) attire was in both of those bags. As Saturday evening pressed on, there was still no word that my bags had been located. I was contacting Delta through Twitter at @Delta and @DeltaAssist. I was also calling them on the phone. Last night, the bags still had not been found and I was getting conflicting stories from Delta.
This morning, Delta still had not contacted me. So I reached out to them and nothing had changed...the bags had not been located. At this point, I obviously was not going to New Hampshire, but I still needed my bags. The only thing I knew to do was to head to the airport.
My hope was that when I got to the airport, I would no longer be passed from employee to employee, but since I was there in the flesh, someone would realize why I desperately need my bags and work to find them. I really hoped to find them in the Lost and Found at the airport. Unfortunately, the bags were not there and the Delta representative that I was sent to, was a horrible representative for the company and had no concern about my bags being lost.
Tonight, I am posting the email that I sent to Richard Anderson, the CEO of Delta Air Lines. I also copied 5 other Vice Presidents and Directors. As of right now, I have not received a written reply from any of them.
I am also including pictures of a bag that looks exactly like the two that were lost. They are both large Samsonite bags and were stuffed to the gills. The bags are a sugar brown color, with 360 degree spinning wheels. They each weighed somewhere between 50-55 pounds. Hopefully, the picture will help Delta locate my bags.
I know Delta has millions of customers, but as a Platinum Medallion member, I expect a little better customer service from Delta Air Lines.
Dear Mr. Anderson,
I am sitting in the medallion baggage claim office at the Atlanta airport. Delta lost my bags on Friday evening, flight (#4006) from DCA to ATL and no one seems to care.
I am in politics and should be in NH right now for the primary, but I canceled my trip because all of my business attire, and essentially my life, is in these two bags.
I am a former Delta flight attendant and the way that this is being handled is not the Delta way and not the superior customer service I would expect from my home town airline. I would expect a Delta employee to take ownership of this problem and work to help me find my bags.
It has been almost 48 hours and no one from Delta has reached out to me or called me, not even once. In hopes of getting the customer service I would expect from Delta, I leave my home on a Sunday afternoon, in the pouring down rain, to drive to the Atlanta airport. My hope is that I will be treated as a valued customer instead of just a voice on the other end of the phone. Not only do I not get better customer service, I get treated worse than I would have ever expected.
Immediately, when I walk into the Delta baggage office, the woman at the front desk tells me another woman sitting over at an individual desk will help me because she is busy logging into a computer. The second woman, who eventually tells me her name is Ms. Wilson, doesn't even want to look at me. She doesn't want to acknowledge me, let alone greet me. Ms. Wilson is resting her chin in her hand while looking down and is either playing on a mobile phone in the far corner of the desk or taking a nap. Whatever she was doing, she was attempting to hide behind the computer monitor while leaning against the wall. I am completely dumbfounded at this treatment. This is unbelievable that one of your best customers would receive this sort of treatment from an employee that works in the medallion baggage office.
When I asked Ms. Wilson about my bags, she told me that she has no record of the bags after they were put on the aircraft. Yet, when I look at the status on my phone, it tells me that my bags reached carousel 3 in Atlanta on Friday evening at 5:52. There is obviously a discrepancy somewhere, but she doesn't seem to care. Her attitude is that she doesn't want to deal with me and will do everything she can not to get out of the chair. She appears to be anchored to her seat and pulled as close to the computer monitor as possible so that I cannot see her name badge.
Ms. Wilson asked me what I wanted and I told her that I wanted someone in the company to take ownership of the problem and work to find my bags. Her answer to that was, "We are. The company is taking ownership." Yet, not one time, did she call me by my name or tell me that she would follow up on the bags and call me later this evening or any other time. She didn't ask me to take a seat, offer a beverage or anything else the entire time I was in the office.
Ms. Wilson's attitude made it very clear that my lost bags were not her problem and she wanted me out of her office. Even when I broke down into tears, she showed no concern or sympathy. Judging from the treatment I received from Ms. Wilson, it is apparent that I am just another number in the Delta system.
Ms. Wilson claims that the company is taking ownership of the problem, but yet she is hesitant to give me her name and appears to be uncomfortable when calling baggage services at DCA at my request. Just from listening to one end of the conversation, it was evident it was a strained conversation and she didn't want to give the employee at DCA her name, but would only say it was "Atlanta" calling. She gave no description of the bags to the other agent and did not even let them know that the customer was sitting in the baggage office in Atlanta. There was no concern or urgency in her call, but just a standard request to see if the bags were in DCA with these bag tag numbers. After sitting in front of her during the call to DCA, I have a difficult time believing that anyone is taking ownership of my lost bags.
Upon leaving the medallion baggage office, my husband went to the office of the Atlanta Police department to see if they could pull the security tapes and see if the bags were stolen. Instead of going with him, I stood right outside the baggage claim office to finish writing this email. Within 5 minutes, Ms. Wilson walked out of the office laughing as she appeared to be going on break. She did not even acknowledge me as she looked right at me.
While I am sure you have customers that spend a lot more (annually) on air travel than I do, I am still one of your best customers. I could easily save myself money and fly AirTran or US Air, but my loyalty has been to Delta. If my loyalty doesn't mean anything to Delta, then I will take my business elsewhere.
As I said, I am a former Delta flight attendant and I know how Delta has always held itself to a higher standard when it comes to customer service. I guess the Delta family no longer prides itself on the customer service that the legacy carrier has been known for, or that C.E. Woolman once envisioned.
I am really disappointed, but hope that you or someone you appoint, will take ownership of this problem and find my bags.
Thank you for your time. I look forward to hearing from you and hopefully, having my bags in my possession very soon.
Skymiles #: **********
Baggage Claim Number: DLATL*****
Sent from my iPhone (Please excuse the brevity and any typos.)