Destroyed Luggage with a Pleasant Resolution
May 29, 2016, 8:44 pm
#1
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,319
Destroyed Luggage with a Pleasant Resolution
My family was flying ATL-FNT and upon arrival, found one of their checked bags was all but destroyed. It looked like they used it as a wheel chock. Contents were OK, but telescoping handle was broken and frame was in pieces.
They took the bag to the Delta counter and the agent immediately apologized and noted the impressive amount of destruction.
The agent disappeared into a back room and came out with a brand new suitcase of equal size and quality and said "We're deeply sorry. We hope this is a suitable replacement." The agent didn't ask for any flight info, names, or anything else.
I've always heard of vouchers and SkyPesos being used as compensation, but a 100% brand new replacement was a pleasant surprise.
They took the bag to the Delta counter and the agent immediately apologized and noted the impressive amount of destruction.
The agent disappeared into a back room and came out with a brand new suitcase of equal size and quality and said "We're deeply sorry. We hope this is a suitable replacement." The agent didn't ask for any flight info, names, or anything else.
I've always heard of vouchers and SkyPesos being used as compensation, but a 100% brand new replacement was a pleasant surprise.
May 29, 2016, 9:25 pm
#2
Join Date: Jan 2008
Location: SJC/YUL
Programs: DL PM, Marriott Gold
Posts: 3,877
This happened to my gf in SLC too. No paperwork at all, DL just gave her a brand new suitcase on the spot. Only condition was that we had transfer all her stuff right there and give DL the damaged suitcase. They said it would be shredded.
May 29, 2016, 9:52 pm
#3
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
This is pretty common. Most of the legacies keep a decent supply of common sized bags on hand. Usually a good manufacturer, although not necessarily the absolute best. If you aren't too fussy about brand, you can often get a brand new replacement with something decent on the spot.
May 30, 2016, 5:35 am
#5
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
DL has been doing this for years now. Their BSO resolutions (especially for elites) is excellent.
I've had a destroyed Tumi bag for which they did not have a replacement. They did not offer this but I proposed "borrowing" one of their replacements (which in my experience are no-name brands) just to get to my vacation spot and back and returning it at my home airport (ATL) and then submit a receipt for a new Tumi.
No problem. ATL agents weren't expecting my return of the new bag from another station and were surprised but graciously took it. Got my check in the mail a week or so after filing my online claim.
I was told that bags that get sent in to Rynn's for repair (but that can't be fixed) are kept by Rynn's and used in fire departmebt drills. Better reuse than a landfill!
I've had a destroyed Tumi bag for which they did not have a replacement. They did not offer this but I proposed "borrowing" one of their replacements (which in my experience are no-name brands) just to get to my vacation spot and back and returning it at my home airport (ATL) and then submit a receipt for a new Tumi.
No problem. ATL agents weren't expecting my return of the new bag from another station and were surprised but graciously took it. Got my check in the mail a week or so after filing my online claim.
I was told that bags that get sent in to Rynn's for repair (but that can't be fixed) are kept by Rynn's and used in fire departmebt drills. Better reuse than a landfill!
May 30, 2016, 9:49 am
#6
Join Date: Feb 2008
Location: Auckland, NZ/New York, NY/ATL
Programs: DL DM MM, BIS 2.4MM, EK Gold, SQ Gold, Marriott Gold, HH Gold,
Posts: 5,218
May 30, 2016, 11:58 am
#8
Join Date: Feb 2008
Location: Auckland, NZ/New York, NY/ATL
Programs: DL DM MM, BIS 2.4MM, EK Gold, SQ Gold, Marriott Gold, HH Gold,
Posts: 5,218
May 31, 2016, 10:06 pm
#10
Join Date: Aug 2014
Location: MEM, TLV
Programs: DL, AA PLT, US, HH Gold, BW Diamond, Avis PP, Choice PLT
Posts: 559
My brother in Law came back from an international DL flight and landed and his checked in bag had its handle broken off. A DL employee noticed it and told him to go to the baggage counter. There they exchange his broken suitcase for a brand new one of better quality and slightly bigger.
May 31, 2016, 11:47 pm
#11
Join Date: Jul 2014
Location: SFO
Programs: DL PM/1MM, Marriott Gold
Posts: 117
I had a very similar experience last month on a $325/9000 MQM mileage run to Puerto Rico. Arrived in San Juan to find one wheel assembly on my Tumi completely ripped out, leaving a gaping hole.
The Delta baggage agent offered a selection of replacements, but none were a good match for the size or quality of my Tumi. He said I should submit a claim for the bag, but he didn't want me to continue on my trip with such a damaged bag, so he also provided the most suitable replacement. (It was an Andare Milan model, which is a decent bag and goes for about $100.)
In my claim, I reported that my Tumi was 10 years old and estimated that I paid $400 at that time and that's what they paid me. I'm very impressed with this response.
The Delta baggage agent offered a selection of replacements, but none were a good match for the size or quality of my Tumi. He said I should submit a claim for the bag, but he didn't want me to continue on my trip with such a damaged bag, so he also provided the most suitable replacement. (It was an Andare Milan model, which is a decent bag and goes for about $100.)
In my claim, I reported that my Tumi was 10 years old and estimated that I paid $400 at that time and that's what they paid me. I'm very impressed with this response.
DL has been doing this for years now. Their BSO resolutions (especially for elites) is excellent.
I've had a destroyed Tumi bag for which they did not have a replacement. They did not offer this but I proposed "borrowing" one of their replacements (which in my experience are no-name brands) just to get to my vacation spot and back and returning it at my home airport (ATL) and then submit a receipt for a new Tumi.
No problem. ATL agents weren't expecting my return of the new bag from another station and were surprised but graciously took it. Got my check in the mail a week or so after filing my online claim.
I was told that bags that get sent in to Rynn's for repair (but that can't be fixed) are kept by Rynn's and used in fire departmebt drills. Better reuse than a landfill!
I've had a destroyed Tumi bag for which they did not have a replacement. They did not offer this but I proposed "borrowing" one of their replacements (which in my experience are no-name brands) just to get to my vacation spot and back and returning it at my home airport (ATL) and then submit a receipt for a new Tumi.
No problem. ATL agents weren't expecting my return of the new bag from another station and were surprised but graciously took it. Got my check in the mail a week or so after filing my online claim.
I was told that bags that get sent in to Rynn's for repair (but that can't be fixed) are kept by Rynn's and used in fire departmebt drills. Better reuse than a landfill!
Last edited by KevinSFO; Jun 1, 2016 at 9:43 am
Jun 1, 2016, 7:45 am
#12
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
Replacement luggage inventoried at FNT? That is a bit of a surprise. Anything beyond the hubs shows some planning and commitment.
As for why the OP's bag was so utterly destroyed - that's a good one for the six sigma/8D problem-solving teams.
As for why the OP's bag was so utterly destroyed - that's a good one for the six sigma/8D problem-solving teams.
Jun 1, 2016, 8:29 am
#13
Join Date: Jun 2002
Location: Kingdom of the Sun
Programs: DL GM/MM
Posts: 3,708
Jun 1, 2016, 9:44 am
#15
Join Date: Aug 2014
Location: MEM, TLV
Programs: DL, AA PLT, US, HH Gold, BW Diamond, Avis PP, Choice PLT
Posts: 559
I had a very similar experience last month on a $325/9000 MQM mileage run to Puerto Rico. Arrived in San Juan to find one wheel assembly on my Tumi completely ripped out, leaving a gaping hole.
The Delta baggage agent offered a selection of replacements, but none were a good match for the size or quality of my Tumi. He said I should submit a claim for the bag, but didn't want me to continue on my trip with such a damaged bag, so he also provided the most suitable replacement. (It was an Andare Milan model, which is a decent bag and goes for about $100.)
In my claim, I reported that my Tumi was 10 years old and estimated that I paid $400 at that time and that's what they paid me. I'm very impressed with this response.
The Delta baggage agent offered a selection of replacements, but none were a good match for the size or quality of my Tumi. He said I should submit a claim for the bag, but didn't want me to continue on my trip with such a damaged bag, so he also provided the most suitable replacement. (It was an Andare Milan model, which is a decent bag and goes for about $100.)
In my claim, I reported that my Tumi was 10 years old and estimated that I paid $400 at that time and that's what they paid me. I'm very impressed with this response.
