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Complaint letter to Delta, please advise

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Complaint letter to Delta, please advise

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Old Mar 16, 2010, 11:11 am
  #1  
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Posts: 281
Complaint letter to Delta, please advise
A buddy of mine had a bad experience with lost luggage on a DL flight, this is the letter he'll be sending in.

Any suggestions or recommendations on how to improve this letter would be appreciated.

Thanks!

-----

This letter is to inform both Delta Customer Care and the corporate office about the unpleasant experience I recently encountered.
Delta Flights:


Delta
6557
16-Sep-09
IAH
JKF

Delta
216
16-Sep-09
JFK
DKR

Delta
109
3-Oct-09
MADRID
ATL

Delta
1965
3-Oct-09
ATL
IAH
  • Delta had moved my departing flight (Flight # 6557 from IAH to JFK) forward three hours, from 10:20am to 7:30am without notifying me.
  • Arriving at IAH on the morning of my departure I was informed at the check in desk that there was no record of my reservation even though I had my itinerary and purchase receipt in hand
  • On the morning of September 17th, 2009, I arrived in Dakar, Senegal (DKR), however my baggage was missing.
  • I was informed by Monique Brown, a Customer Service Supervisor, that my luggage never left IAH
  • I was given the option to have my luggage sent to Casablanca, Morocco (CMN) so I changed my travel plans in order to meet my luggage there (reimbursable expense). Arriving at CMN my luggage was nowhere to be found and after several attempts I was neither able to reach Ms. Brown nor obtain anymore information regarding my lost luggage.
  • Once I arrived back in the U.S. I attempted to follow up regarding the status of my luggage with Delta’s corporate office. I spoke with Ms. J. Casley at the Atlanta (ATL) airport who was neither accommodating nor concerned with my ordeal.
  • Upon returning home I composed a claim, compiling a list of all items within my pack
  • I received a check from Delta for the amount of 1,000 SGD; however, in accordance with Delta’s corporate policy, I am owed a check for my entire out of pocket expenses in addition to the 1,000 SGD and am therefore regarding this claim as open.
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Old Mar 16, 2010, 11:15 am
  #2  
 
Join Date: Nov 2007
Programs: DL GM, WN AL/CP, UA Silver, Marriott Lifetime Titanium
Posts: 1,483
Originally Posted by johdhj
A buddy of mine had a bad experience with lost luggage on a DL flight, this is the letter he'll be sending in.

Any suggestions or recommendations on how to improve this letter would be appreciated.

Thanks!

-----

This letter is to inform both Delta Customer Care and the corporate office about the unpleasant experience I recently encountered.
Delta Flights:


Delta
6557
16-Sep-09
IAH
JKF

Delta
216
16-Sep-09
JFK
DKR

Delta
109
3-Oct-09
MADRID
ATL

Delta
1965
3-Oct-09
ATL
IAH
  • Delta had moved my departing flight (Flight # 6557 from IAH to JFK) forward three hours, from 10:20am to 7:30am without notifying me.
  • Arriving at IAH on the morning of my departure I was informed at the check in desk that there was no record of my reservation even though I had my itinerary and purchase receipt in hand
  • On the morning of September 17th, 2009, I arrived in Dakar, Senegal (DKR), however my baggage was missing.
  • I was informed by Monique Brown, a Customer Service Supervisor, that my luggage never left IAH
  • I was given the option to have my luggage sent to Casablanca, Morocco (CMN) so I changed my travel plans in order to meet my luggage there (reimbursable expense). Arriving at CMN my luggage was nowhere to be found and after several attempts I was neither able to reach Ms. Brown nor obtain anymore information regarding my lost luggage.
  • Once I arrived back in the U.S. I attempted to follow up regarding the status of my luggage with Delta’s corporate office. I spoke with Ms. J. Casley at the Atlanta (ATL) airport who was neither accommodating nor concerned with my ordeal.
  • Upon returning home I composed a claim, compiling a list of all items within my pack
  • I received a check from Delta for the amount of 1,000 SGD; however, in accordance with Delta’s corporate policy, I am owed a check for my entire out of pocket expenses in addition to the 1,000 SGD and am therefore regarding this claim as open.
You summarized the problem in succinct bullet points in an unemotional fashion, making a specific, reasonable request that would close the matter in your eyes. I'd send it -- good job. Hope you get whatever it is you're entitled to without too much trouble.
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Old Mar 16, 2010, 11:15 am
  #3  
 
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Was the bag lost completely or just delayed?
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Old Mar 16, 2010, 11:16 am
  #4  
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Originally Posted by zsmith2
Was the bag lost completely or just delayed?
Completely lost.
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Old Mar 16, 2010, 11:18 am
  #5  
 
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Originally Posted by johdhj
Completely lost.
FYI "Any disbursements (OPE) will be deducted from the final settlement if the bag is not located"
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Old Mar 16, 2010, 11:20 am
  #6  
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Originally Posted by zsmith2
FYI "Any disbursements (OPE) will be deducted from the final settlement if the bag is not located"
So if Delta loses the luggage entirely, we get compensated less? Or am I misreading that line?
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Old Mar 16, 2010, 11:23 am
  #7  
 
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Originally Posted by johdhj
So if Delta loses the luggage entirely, we get compensated less? Or am I misreading that line?
I wouldn't say "less" b/c you are technically replacing the items you would orignally be using. But I guess it depends on how you want to look at it.
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Old Mar 16, 2010, 11:24 am
  #8  
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Try a topic sentence at the very top which states why you're writing and what you want. Like the first sentence of a news story. The current structure forces the reader to the very last line to decipher the writer's agenda.
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Old Mar 16, 2010, 11:27 am
  #9  
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Originally Posted by BearX220
Try a topic sentence at the very top which states why you're writing and what you want. Like the first sentence of a news story. The current structure forces the reader to the very last line to decipher the writer's agenda.
This is a very good point, thank you.
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Old Mar 16, 2010, 11:28 am
  #10  
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Originally Posted by BearX220
Try a topic sentence at the very top which states why you're writing and what you want. Like the first sentence of a news story. The current structure forces the reader to the very last line to decipher the writer's agenda.
I agree with the idea of a topic sentence at first, but make it brief and to the point. Other than that, it is concise and the bullet points work extremely well.
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Old Mar 16, 2010, 11:37 am
  #11  
 
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So he went from Dakar to Casablanca just to pick up his luggage? That's strange, especially since DL doesn't serve Casablanca. What was his intended itinerary before he had to divert to Morocco?

What specific out of pocket expenses is he seeking reimbursement for?

Also, I don't think the following points should be included in the letter unless they were somehow relevant to the lost luggage:
  • Delta had moved my departing flight (Flight # 6557 from IAH to JFK) forward three hours, from 10:20am to 7:30am without notifying me.
  • Arriving at IAH on the morning of my departure I was informed at the check in desk that there was no record of my reservation even though I had my itinerary and purchase receipt in hand
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Old Mar 16, 2010, 12:08 pm
  #12  
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Originally Posted by Stripe
So he went from Dakar to Casablanca just to pick up his luggage? That's strange, especially since DL doesn't serve Casablanca. What was his intended itinerary before he had to divert to Morocco?

What specific out of pocket expenses is he seeking reimbursement for?

Also, I don't think the following points should be included in the letter unless they were somehow relevant to the lost luggage:
Delta said that they would send it to Casablanca because that's where my friend was going to be (sent via Air Morocc (sp?)).

The first two points are relevant in that we suspect this is where the troubles began.

My friend is seeking reimbursement for clothing and toiletries, since ALL of that was on the luggage which has mysteriously disappeared.
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