dealOCD

Wont go into details of damage as Im counting on DL making this right for our baggage situation for family of 3 traveling. Damage too extensive for them to complete the damage profile at airport so were advised to complete inventory to send in. Called platinum desk and the were very sympathetic...said they were transferring me to medallion baggage damage dept- husband is Platinum (though now I am told there isn't a separate department or person).

When I spoke to "medallion baggage dept" they provided instructions on handling the claim and sending in the info. However, in all our travels misplaced the email address. Ive talked to the dept again and am told there are no separate people that handle medallion...fine...and directed to send in claim via web...not fine as I have no file reference number and the webpage wont advance without it. Getting tired of the circular discussion with DL. Anyone have a direct email to try? or useful personnel to try to get a hold of?


Would greatly appreciate any info. Thanks in advance

flyerCO

Goto the file a comment/complaint section. Located https://www.delta.com/contactus/commentComplaint

Select Voice a Complaint then Baggage, then Damaged Baggage.

The form will ask for a file reference number, but it can be left blank.

DM/PM are handled with priority, and usually by an agent that specializes on them. There's no way to contact them since its just specialists within the baggage department. Its not its own team.

You should hear back in 24 hours as a DM/PM. Just used them and got a check for damaged bags without needing to fill out a report at airport. From filing out complaint to check being authorized 72 hours. No need to provide receipts even.

dealOCD

Thank you flyerCO. I went ahead and put in a general complaint with the info and spreadsheet. For some reason it wasnt letting me proceed with reference number blank but low and behold with the general complaint at least now I have a reference number and hopefully they still expedite as it is linked to the platinum account and now I can always call again if needed. Hopefully handled efficiently. Already spent countless hours in all aspects of dealing with the situation.Crossing fingers.

flyerslc

As usual with Delta, there does not seem to be any consistent protocol. In the past I have received check authorization in two days. Recently I received an automated email that it would be handled in four weeks and don't bother replying to this email.

tanglin

I lost a computer in Samtiago after my bag came out open and contents everywhere. Delta paged me in advance of me getting my bag and asked me to inventory. A few weeks later I got a check. (Just to clarify, it was a Pelican equipment bag, locked and tied down when I checked it it, although TSA had had their say).

DM though so YMMV.

dealOCD

Any help is appreciated as I've spent countless hours on this at this point over a two month period without resolution and limited comunications from Delta.

In "short":
husband plat, me- gold on next flight, daughter no status.
In traveling from ATL to LAX we had 8 out of 9 checked boxes severely damaged when they were left out in the rain by Delta for an extended period of time prior to loading in the plane. After a delay in receiving our boxes at baggage claim we received what was left of wet soggy cardboard and belongings in big black airport bins. Due to gross negligence on behalf of delta baggage handling staff we suffered extensive loss and damage hat not only altered business and recreational plans for our 4th of july week necessitated a great deal of time away from work and planned business social gatherings to shop for replacements in an unfamiliar city. We discussed the matter with the baggage department upon landing and were told by the attendant that given the extent of the damage we should go through our inventory to see what is damaged and lost and submit a claim. He stated that he would document the issue in each of our record locators. Subsequently, we called the medallion desk and were advised to itemize damages as well as needed essential items that we purchased. We were told to fill out the claim online but couldn't do so without claim number that they wouldn't start at airport given extent of damage...so I went back and forth with the baggage line who insisted it could only be started online. I finally filled out a general complaint and was only able to attach one item to it so I sent the spreadsheet I subsequently spent a great deal of time making calls ensuring the request was routed to the correct department which they assured me they were able to do and assured me a claims rep would be contacting me in a couple days...this went on for weeks each time I called. The last two times I insisted that it be escalated and I could speak to a manager and get contact info to send all the documents. NOTHING...the last service rep on Friday finally ( after me saying I was not comfortable with hearing the same thing each time and requesting some contact info) sent me an email she indicating I could reply to with the additional documents and photos etc...BUT the email was again not one I could reply to and I received back. Apparently I finally begged enough for it to get to someone as today I get an email from the rep who apparently had the case for at least a couple of weeks sent a short email saying they "respectfully decline to honor it" because it has to be reported at the airport and within 21 days. I am floored- I have been trying to handle this since the moment I received my baggage. They have been "nice" and "apologetic" every time I speak with someone but haven't handled it.
any direction is appreciated!!!

BTW I have photos as well as a video a concerned pax shared with us ...he waited to see who had the baggage!
Feel free to message me if direct contact info. thanks

MEMLawGuy

Wait, you packed valuable items in cardboard boxes to check as luggage? That seems like a recipe for the disaster that eventually played out --- especially knowing the frequency of rain/storms in the summer in ATL.

I wish I had some advice for you, but it seems like you're stuck with the result unless you keep pushing. Do you have any type of travel insurance through a credit card or some other avenue where you could pursue the claim outside of DL?

woodford02A

The times I have shipped cardboard boxes with DL they made me sign the back of the sticky bar code tag releasing DL from responsibility for the contents.

mbowden19

Seemingly a 70/30 ratio for me with 70% of the time NOT having to sign for items in a cardboard box. As with most DL stuff....it depends on the agent you get.

scracer14

My initial thoughts as well, but on re-reading it doesn't sound like "valuable" meant expensive, but something they needed for the weekend.

To be fair, if my roller was left in a rainstorm for a prolonged period of time, I assume some of my clothes would get wet, causing a similar hassle/cost of finding a way to dry clean last minute or find replacements.

Seems like fault on both parties. OP should pack things appropriately to assume some wear and possible water exposure, but should also assume their baggage will not be exposed to significant rainfall for an extended period of time (which seems to be alleged here).

CJKatl

I do cardboard boxes frequently and have never had to sign anything. My boxes only contain books and handouts, though. The boxes often come back damaged, but the materials are reusable. While I use packaging tape, I always also use the DL tape at the check-in counter because it's incredibly strong.

First story: Baggage claim, ATL, about ten years ago. An eight year old boy and his mom are next to me at baggage claim. My box comes down the carousel. The little boy asks, "Mom, why is someone flying with a cardboard box? Is he too poor to afford luggage?" As much as I wanted to throttle the kid, getting to see the embarrassed look on Mom's face when I leaned over to get the box was enough an apology.

Second story: Flying back to ATL from Wisconsin, I grab my box, go home and put the box in my office. A few days later it started to smell, which was odd because it is all materials. Closer inspection: It's not my box. The actual owner lived in Alpharetta and included the phone number on the box. I called and profusely apologized. She was glad to hear from me. Her mom had passed away, they had been cleaning out the house and the box contained family items, like pictures. And cheese curds, which they sell in the Green Bay airport and she threw in the box at the last minute. She told me to open the box and throw them away. I drove the box to Alpharetta and then went on the ATL to pick up the correct box. I'm not sure if the woman ever told DL I gave her the right box or if she made a claim anyway, but I'd like to think she didn't.

CJKatl

On the way to my grandmother's funeral twenty-one years ago, my sister and I were sitting in the A or B food court, next to a window. Trucks drive underneath. We watched a box fly off a truck. The driver didn't notice. People drove by. A few hit the box. Finally, after maybe ten minutes, someone stopped and picked up what was left of the box. We were sure the airlines would tell the box's owner that nothing happened.

pvn

The person who should be embarrassed here is the one who wanted to "throttle" an 8-year-old kid who asked a question that is perfectly cromulent for an 8-year-old to ask. Get a grip, dude.

tentseller

There are double walled cardboard boxes with laminated exterior built for baggage handlers to play with in the rain storm.

flyerCO

While its awful to have happen, i fall into the group of this being the OPs doing. Packages sit outside in weather when flying. Packages get handled roughly. Packages....

Bottom line, it's the passengers responsibility to pack their items well enough to survive all conditions it may encounter.

DL may pay out a claim. Considering how many packages, and the fact all were packaged badly I see an uphill fight.