Hey all,

I am new member to the board, but always have used it for advice when I would travel.

I have a situation that happened to me recently with Delta and opinions would be grateful.

I booked 2 tickets from SGU-SLC-LAX-CUN for a company work party. My wife and I flew up to SLC a day before the continuation of the trip to visit family.

We arrived at SLC early the next morning to get checked in. Due to the long lines we used the SKYCAP outside. The SKYCAP was running our passports rough and ended up ripping the passport. We were told to go inside and they will enter it manually. The Delta Reps thought we were lying until we showed them a copy of the Passport I scanned the night before we left and shows that it wasn't ripped. The Delta rep was coaching us on how to lie about the ripped passport and continued to put us on the plane.

We got to MEXICO and they did not let me pass through customs and I ended but being locked up in immigration for 16 hours with out anything and my Wife had to go into Mexico alone to the hotel and ride by her self in transfers.

The next morning we got on the flight and headed back home.

We incurred many charges listed below.

-Airline tickets
-all inclusive hotel
-phone bill due to roam (wasn't allowed any calls besides my cell phone)


I have been back and forth with Delta Customer Care and they honestly been nice but we feel like they are not making us whole. We aren't money hungry people, but we believe we are still shorted out.

They offered
Refund of tickets
1000 delta dollars
money for new passport
215 for phone bill. (half the costs)

The Delta dollars don't even cover a returning trip to Cancun and stay at the Hard Rock Riveria Maya. The money for the passport was expected. Basically we are still out about 600 total from the trip.

If the passport was ripped before I can understand the gesture but how can a company not make a customer feel totally whole if their employee causes this.

Any advice would be appreciated!