Now, I remember why I left Delta 4 yrs ago + Baggage Refund Question

[novaguy30]

Yesterday was a disaster. I flew from IAD to CAE via ATL. My flight out of IAD (scheduled for 3:15) did not leave until 5:30ish (of course they worried about boarding the flights to LGA & CVG even though they were running on time -- boarded them first plus didnt have a 3rd bridgeway, which took longer for the ATL flight to board). In any event, they admitted that there were ATC AND mechanical issues, which caused the delay (for some reason some FA's on the later flights brought up weather...but I just checked weather.com and there was less than 1/2 inch of rain, no wind, and a couple hours of fog in the morning). After being assured a million times by the gate agent that I would have enough connecting time. I arrived at 7:00 at ATL with a 7:20 connection. Luckily, that flight ended up running late (supposed to leave at 7:40) but we ended up leaving after 8 -- although we sat on the plane for a long period of time w/ no engine (thus no A/C). After arriving at CAE (on an MD-80), I noticed that over half the plane was not getting their bags. Luckily, I ran to the front of the baggage line (I was second in line). Eventually, there were approximately 60-70 people in line!!! I even took a picture b/c it was so hilarious. At approximately midnight, the baggage line on Delta went down. It was just busy. I tried for over an hour (until 1AM EST). I eventually called reservations and they said that they shut down that line because over 600 people were on hold. Anyway, I went to sleep not knowing where my bag was.

Anyway, I just got my bag 3 hours ago (3:30 PM next day). How do I request a refund for the $40 Delta charged its Gold CO Skyteam partner, given the lousy baggage service? Who do I call?

Thanks!

[cvgflyer2]

email delta on their website thru the contact us link at the top w/ your receipt document number and see what they can do for you.

[DLBeno]

Unfortunately, the baggage fee is non-refundable.

I think it's one of the worst ideas that DL has come up with recently.

In my city--a couple of nights ago--ATL decided not to load an entire bag cart full of bags so the scene was very similar to the one the OP described--about 70 people missing bags.

Most of them asked to get their money back since the bags were not there, and understandably so. Too bad the answer is "no"...Too bad that front line agents--who have no bearing on any of these decisions and policies that ATG implements--gets the full brunt of passengers' fury for bags not being there.

Terrible decision and idea on DL's part.

-b-

[elektronic]

Originally Posted by DLBeno

Unfortunately, the baggage fee is non-refundable.

I think it's one of the worst ideas that DL has come up with recently.

Yeah, I mean, the way I figure it, I am paying Delta to carry my baggage as cargo on a specific flight. If I pay UPS for the same service, and it doesn't arrive on time, I get a refund of the shipping cost.

Jeff

[mikey1003]

Originally Posted by elektronic

Yeah, I mean, the way I figure it, I am paying Delta to carry my baggage as cargo on a specific flight. If I pay UPS for the same service, and it doesn't arrive on time, I get a refund of the shipping cost.

Jeff

I agree with you. OP should write DL management...Can get names and addresses on website. Send it to everyone and to DOT

[Akulashark]

You paid them to transport your baggage and they did. I have tried to argue that exact same thing with them and that is the answer they gave me.

[emcampbe]

I would first contact DL. When they refuse to refund the fees (funnily enough, all of the airlines now charge baggage fees, but don't refund you if it doesn't arrive with you), then I would call your credit card provider and get the charges refunded based on services not provided. I see this as fair - you paid to have your bags arrive on the same flight as you, and they did not.

[MikeMpls]

Originally Posted by elektronic

Yeah, I mean, the way I figure it, I am paying Delta to carry my baggage as cargo on a specific flight. If I pay UPS for the same service, and it doesn't arrive on time, I get a refund of the shipping cost.

Jeff

Start going after them in your local small claims courts.

Originally Posted by Akulashark

You paid them to transport your baggage and they did. I have tried to argue that exact same thing with them and that is the answer they gave me.

If they can't perform to a reasonable standard, they don't deserve to keep the money.

[aeolos]

Originally Posted by DLBeno

Unfortunately, the baggage fee is non-refundable.

I think it's one of the worst ideas that DL has come up with recently.

In my city--a couple of nights ago--ATL decided not to load an entire bag cart full of bags so the scene was very similar to the one the OP described--about 70 people missing bags.

Most of them asked to get their money back since the bags were not there, and understandably so. Too bad the answer is "no"...Too bad that front line agents--who have no bearing on any of these decisions and policies that ATG implements--gets the full brunt of passengers' fury for bags not being there.

Terrible decision and idea on DL's part.

-b-

I'd say, "one of the worst ideas the industry came up with".

Delta held out for quite a while trying not to charge for the first bag. Consumers, however, voted with their money and in effect said baggage fees (and other fees) do not impact their booking choice. The truth is that consumers book the lowest airfare and do not fully consider the additional fees at the time of booking.

[PDX-RDM-AVL-TPA]

Originally Posted by emcampbe

then I would call your credit card provider and get the charges refunded based on services not provided. I see this as fair - you paid to have your bags arrive on the same flight as you, and they did not.

I rarely check bags and since I'm PM on Delta, I don't have to pay for them when I do (unless I fly somebody else). However, I don't see how airlines can get away with charging for checking bags and then NOT refunding the fees if the bags don't make it. If I ever do end up paying to check bags and then they don't arrive, I will be calling my CC company for a refund based on services not provided. To me it doesn't get any more clear - you pay for a service, the provider doesn't provide the service, you deserve a refund.

[StayingHomeIsBetter]

While I sympathize with the OP, and fully agree with others that, in a fair and just world, the OP should be entitled to a refund of the baggage fee... I can easily anticipate the "logic" underlying the response DL will provide.

The precedent has been set. Once the airline has your money, their only responsibility is to safely deliver your butt from Point A to Point B. Doesn't matter what routing. Doesn't matter what type of aircraft. Doesn't much matter what day. Doesn't matter how much inconvenience you experience. As long as you get from Point A to Point B, and your body temperature is still above ambient... the airline can declare success.

If that policy works for your butt... why would the airline not apply the same policy to your luggage (other than the above ambient temperature part)?

Until there is a Passenger Bill of Rights, that is the way it will stay.

The airlines get to write all the rules, to their sole benefit... because we let them get away with it.

[2lazy2walk]

I flew a friend to IAD on an award ticket and he paid to check a bag. Due to irrops, his bag was scanned into IAD at 10:30 pm, but he didn't arrive until 11:15pm. When he did arrive, his bag was nowhere to be found, and hasn't turned up 3 weeks later.

Baggage fee refund in order?

[EasternTraveler]

This is a very very simple situation. You do have rights, they are just not recognized by the airlines due to the fact that passengers refuse to vote with their money. When this happens to anyone they should follow this path:

1. Document clearly and precisly what happened immediately with all facts, names and numbers.
2. Speak to the representative at the airport and document.
3. Speak to the manager at the airport and document.
4. Call customer service and document.
5. Write to customer service and document.
6. Wirte to corporate and document.
7. Contact credit card company within 30 days of billing dispute charges.
8. File a BBB complaint in your state and in the airline headquarters state.
9. Contact the Attorney General in your state and the airline headquarters state.
10. File a small claims action in your state and collect your money.

Then for extra measure and to help possibly brings some end to the lunacy:
11. Write about your experience on Flyertalk and as many other websites and blogs as you can.
12. Write letters to as many newspaper editors as you can. Especially in your area and the airlines area.
13. Write to as many television advocate programs as you can.
14. Write to as many politicians as you can, but especially in your area and the airlines headquarters area along with the members of the transportation committees.
15. Write to the FAA.
16. Write to the FTC.
17. Write to Consumer Advocacy Groups.
18. Tell as many people about your experience as possible, encourage them to do the same.
19. Write to other airlines informing them that this is unfair and provide proof of what you have done.
20. Relax knowing that you have done everything you possibly can.

Now when doing all of this the key is to make sure that you are concise and complete. Make sure you document every single detail with date, time, name, conversation and numbers or addresses contacted. Make sure that you include copies of everything have done previously as you go down the list. You probably will not get too far down the list before you have your money, but you should consider going all the way to prevent a future occurance for you and your fellow travelers.