Hi all,

I recently returned from Hawaii with my wife. We bought her a new Travelpro luggage set for this trip. The bags made it out there just fine, but when we got back home, one of the new bags had been crushed on the side, and the frame was bent. Also, the retractable handle was gone- separated from the bag.

Brought the bag to the baggage service office, they look at it, say “wow that’s pretty bad” and create a claim. Say Delta will reach out. Go buy a replacement and be ready to send in the receipt for reimbursement. We’ll get a check. Awesome.

A week later, we hadn’t heard anything so I call the Delta baggage phone number. The agent says she’s glad we called, because they don’t call us. Tells us to submit a claim online, which I do.

A few days later, I get an email from a case manager asking for photos of the bag as well as proof of the cost of the bag. I sent both. A few days later, she says Delta will be happy to replace the bag and sends us a link to pick out a new bag. Of course, none of the bags are Travelpro, and they don’t match the other bag in the set in design or color. I reply and ask for the $131.57 it cost to replace the bag with an identical one and again send the receipt. She says Delta doesn’t issue reimbursement anymore, she’s sorry we aren’t satisfied, and any future correspondence will be “added to the file” which sounds like a way of saying we won’t be getting any further help.

I called the baggage phone number again and the representative says since I filed a claim already it’s out of her hands and I’ll have to tell the claim manager I’m not satisfied… which I already did.

I would really like Delta to reimburse me for the bag. It sounds like at least historically they have done this based upon other posts here. Does anyone have recent experience or suggestions on where to go next?