Items missing from delayed luggage? How to complain?
 

I never ever check luggage. I own a very nice large Tumi suitcase that I keep books in. I do not plan on using it, ever, unless I go somewhere for longer than six weeks, which is not likely to happen. So this is not my problem.

The problem is my father's. Last week, he flew IND-ATL-CDG-TXL, but because of various weather/ground/Hartsfield-related issues, he missed his ATL-CDG flight and was rebooked on a later ATL-AMS-TXL connection. No problem so far, stuff happens.

Because he was bringing some gifts for relatives back home, some of which were of the, say, liquid variety, he had to check a bag. (:eek:) When the connection mishap happened, he went to a transfer agent at ATL and asked that they make sure that the luggage be taken care. The agent assured him it was in the system, and that there was no need to worry.

Well, of course, when he got to TXL, the bags were not there, nor was there anyone there at the KL luggage desk who was able to locate it anywhere in the massive DL/AF/KL system. He filled out all the forms, etc. etc. and went on his merry way.

The luggage was located after two days, sitting on its own somewhere in the bowels of Hartsfield, and eventually forwarded to my dad at his final destination. So far, no problem still, stuff happens, we're all seasoned flyers, we get it.

But this is what we don't get: when my father opened his suitcase, ALL the gifts were missing. Not his socks, not his undertrousers, not his favorite belt, just $300-$400 worth of gifts meant for relatives and kids of relatives. This may not seem like much, but it's sort of rude among our people to come home empty-handed.

Obviously thievery was involved, and I want to know how to resolve this issue. I am mostly done with DL, but he remains a loyal flyer, so I don't want his blood to boil over some knuckle-head in ATL who thought it'd be a good idea to go through someone's bags. Who do I write to to seek regress? What do I say? I honestly want to throttle someone, but writing angry emails doesn't get one anywhere, so I would like some idea what to ask for, where to direct the complaint, etc. etc.

Many thanks, and sorry for the wordiness. I like to write.

By IATA convention, the operator of the last flight segment is the one responsible for luggage claims. This is an issue for KL. Carrier of ticketing doesn't matter; original routing doesn't matter.

The TSA's policy is that their employees cannot be prosecuted for theft from luggage, even when they have videos showing the thefts.

Correct, if KL was the operator of the last flight segment, it is their problem! However, your father will have to be able to demonstrate proof of what is missing. This is frequently the challenge! If he had photos of the gifts he was packing in his luggage, he would be much better off. If not, it's his word against the airline's. Otherwise, every flyer that checked a bag would suddenly have $10,000 in cash in their checked bag that went missing upon baggage being lost or delayed. Likely, even with a well-worded complaint, the most he'll get from KL is an apology and a token offering. Sorry that he is having to deal with this, hopefully the family will understand that this was not an issue of your father's rudeness but an airline issue beyond his control!

Good Luck!

https://www.delta.com/baggage/landing.action

Hopefully, the PAX used a credit card for all of the purchases that would be proof enough for claim. However, if any of it was booze the airlines will deny that part of the claim. Of course, I would just list it as a collector's bottle.

Cash, along with jewelry, electronics, booze, and whole host of other items are not covered.

I was told if items are missing from luggage, you MUST report the theft before leaving the airport. Otherwise, you're SOL.

The days of buying liquid gifts that must be checked through are over if you want a guarantee of the gift getting there, I'm afraid. Most items of value are not covered, as another poster explained. Northwest at least used to make you check past the page telling that most items of value aren't cover if you check them -- all airlines should do the same but I don't think Delta does or I haven't noticed it lately when I check in.

I realize it's hard to teach our parents but I honestly don't understand why anyone in this century buys gifts on the road. You WILL be robbed at some point. And the hassle factor is huge. Shop at home and just fib about where you got the goodies. That's what Peachfront does. OK, on a recent trip I notoriously bought a box of 50 pounds of rocks but since they were 10 cents a pound then I figured if somebody wanted to steal my gems, I wouldn't be out too much.

Yeah, carry-on anything and everything of value (camera, phone, medicine, etc.). If you buy something expensive on the road, it pays to have it shipped (FedEx, DHL, whatever).