Dec. 29th, 2009 09:32 am


zorkian: Icon full of binary ones and zeros in no pattern. (Default)
[personal profile] zorkian
Delta Air Lines Baggage Services, upon being called just now, says there's nothing they can do about sending our bags to our house. We have to physically go and file a "Delayed Baggage File" or something like that. But they were happy to tell us our bags are in San Francisco.

The big kicker, though, is that our Oakland flight is now delayed by two hours. It was originally scheduled for 8:34 AM, then at 8:00 AM they announced it was delayed to 10:00 AM. We went up to the desk to get more details and found out that it hadn't even taken off yet (from Omaha).

Let me get this straight ... the flight hadn't even taken off yet and they didn't tell anybody until it was time to board the non-existent airplane. I know that weather happens, so the fact that the plane isn't here isn't their fault, but the fact that they knew over an hour ago that it was delayed and didn't tell anybody? 100% totally, completely their fault.

It looks like the flight is delayed to 10:30 AM now, though. But our bags are still in San Francisco. Nicole is going to drive to Oakland to pick us up (oh my god THANK YOU) and then Janine has volunteered to drive up to SFO to pick up our bags instead of relying on Delta to get something (anything) right and deliver them to us in a timely fashion.

I attempted to get us on one of the half dozen other flights. San Jose, San Francisco, Oakland, and Sacramento all had earlier flights ... all full. Packed. They offered to put us on a later SFO flight... we said no.

Oh yes, and the Ramada Inn's breakfast was terrible. Fake eggs (we think, they were pretty bad) and the bacon was bland as well.

My mom says this is turning into a regular ol' Griswald Family Vacation.
Date: 2009-12-29 03:40 pm (UTC)

cesy: "Cesy" - An old-fashioned quill and ink (Default)
From: [personal profile] cesy
It sounds like you've had a pretty awful journey. I hope the rest of it improves and you get home safely soon.
Date: 2009-12-29 03:45 pm (UTC)

hatman: HatMan, my alter ego and face on the 'net (Default)
From: [personal profile] hatman
Yeeeeeesh. That is one heck of a horror story. Unbelievable. And unforgivable. Delta has taken a steep run downhill since I last flew with them.

Good luck with the trip home. If there's anything I can do from here (long odds, I know, but I'll make the offer just in case), let me know.

(Oh, and quick plug... a friend of mine runs a customer service blog site . If nothing else, it can be somewhat cathartic.)
Date: 2009-12-29 08:05 pm (UTC)

From: [personal profile] ex_xo956
what a huge bummer!! i've only flown delta a couple of times but i was NOT impressed. however, i've never experienced ANYthing nearly as irritating and error-filled as what you've experienced!

i hope you're home and resting SOON.
Date: 2009-12-29 08:33 pm (UTC)

rich: Me @ CN Tower, Toronto (mirrors edge)
From: [personal profile] rich
I've never flown Delta, and never intend to. They're always excluded from my flight searches because of the stories I've heard of them (and the "mishandled" bag stats I've seen).

However, the fact that they won't deliver the bag to you is unacceptable. If the bag was tagged to OAK then I'm pretty sure it's the carriers responsibility to ensure the bag gets to that airport (IATA Conditions of Carriage, Article 9, somewhere around section 9.4). Not the nearest airport, but the airport it was tagged to as final destination.

Everywhere else in the world it's a legal requirement for the bag to travel on the same plane as the pax. But the US often just shove it on the next flight since otherwise it would be a nightmare to reconcile the bags considering the number of domestic flights. Even so, it should never go to a different airport unless in transit to the final destination.

I believe failure to deliver the bag to it's final destination is grounds for a full refund of any baggage charges paid, along with appropriate compensation for the delay in arrival.

Also, was your inbound flight Delta too? (When you missed the connection). If the connection time was too short, then that's also the airlines fault (IATA Conditions of Carriage, Article 10 somewhere, maybe section 10.2 or 10.3). MCT (Minimum connection time) is about 45mins I think for a normal airport (but it varies by airline/port). So you can probably claim compensation for that.

Also yeah, the fact they didn't tell you the plane would be late when it hadn't taken off is epic fail.

Hopefully you make it home soon.
Edited (Typo) Date: 2009-12-29 08:34 pm (UTC)
Date: 2009-12-29 11:59 pm (UTC)

rich: Me @ CN Tower, Toronto (entourage - ari)
From: [personal profile] rich
Wow.. varying levels of incompetence from Delta there. At least you're home now (and with bags!) which is all that really matters in the end.

Like you say, probably your best bet just to avoid them in future. If their normal service is like this, I dread to think what their complaints procedure is like! :) "Sorry, we've overbooked the complaints. We can put you on standby for the next available complaint slot? Then we'll send your complaint to the head office. Well.. the nearest office to head office anyway."

I think the best domestic US airline I've ever flown with has to be Virgin America.. they're pretty cheap and are just so many levels of awesome. But they don't do many routes at the moment, which is a shame. I wish they'd do international.. since they're so much better than Virgin Atlantic :)
Date: 2009-12-29 11:59 pm (UTC)

janinedog: (Default)
From: [personal profile] janinedog
To be honest, I've had problems with pretty much every large airline. They all suck. :P
Date: 2009-12-30 01:57 am (UTC)

dmsj: (run)
From: [personal profile] dmsj
Wow. *crosses Delta off the list of airlines she's likely to use in the future* Of course, I pretty much swear by JetBlue when I have to travel.


zorkian: Icon full of binary ones and zeros in no pattern. (Default)
Mark Smith

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