Delta Damaged My Suitcase - Any Experience With the Process?
#16
Join Date: Apr 2010
Location: PNS
Programs: DL FO, UA, AA
Posts: 700
I forget which year it happened, but within the past few years, the DOT published a clarification that mandates all U.S. airlines cover external damage like handles, wheels, and zippers, if the damage wasn't caused by over-packing. A few years ago, handles and wheels wouldn't have been covered, but U.S. airlines are required to repair or replace them now.
#17
Join Date: Aug 2012
Location: NYC
Programs: Delta Gold, Marriott Platinum, Former Amtrak Select, Former Hilton Gold
Posts: 422
Of course if it is a few years old but after one or two trips I would be upset from significant damage (unless of course it was a manufacturer defect).
Don't doubt you one bit on this and I heard a fellow traveler mention this but haven't searched for confirmation. If you or anyone can find anything to post more on this it would be great. I will search as well.
Don't doubt you one bit on this and I heard a fellow traveler mention this but haven't searched for confirmation. If you or anyone can find anything to post more on this it would be great. I will search as well.
The Enforcement Office considers categorical exclusions for damage to specific parts of the checked baggage to be arbitrary limitations of liability in violation of Part 254. Although carriers are not required to cover fair wear and tear, damage to handles, straps, wheels and zippers often extends beyond what is appropriately categorized as fair wear and tear resulting from ordinary handling of baggage. In such cases, carriers should be prepared to reimburse the passenger appropriately.
#18
Join Date: Dec 2014
Programs: Delta Diamond, Hyatt Globalist
Posts: 85
Your other option to pursue could be with the credit card company you used to purchase the airline ticket if you have coverage. AMEX is good on covering damage to suitcases if Delta were to deny your claim - you just need to provide proof that Delta denied it for whatever reason, I believe all of the Delta AMEX cards cover a check baggage loss/damage up to $500.
#19
FlyerTalk Evangelist
Join Date: Sep 2006
Location: Toledo, OH
Programs: Delta DM & MM, Hilton DM, Marriott gold, Hyatt Globalist, Alaska 75K, Wyndham Diamond,
Posts: 15,391
I thought they didn't cover damage to handles or wheels and considered it normal wear and tear?
Once Southwest damaged my bag and said they had to keep the suitcase to file the claim and mailed me a similar bag (fortunately it was a cheap bag I bought at one of those cheap luggage places when I had to haul some stuff back I bought from another trip) that was nicer than the one they damaged but it was a real pain because they gave me what was like a liner of a suitcase from the 70s with no wheels and handles made out of cheap vinyl, fortunately the contents of my luggage wasn't that heavy and they didn't damage anything in it, just the bag.
Once Southwest damaged my bag and said they had to keep the suitcase to file the claim and mailed me a similar bag (fortunately it was a cheap bag I bought at one of those cheap luggage places when I had to haul some stuff back I bought from another trip) that was nicer than the one they damaged but it was a real pain because they gave me what was like a liner of a suitcase from the 70s with no wheels and handles made out of cheap vinyl, fortunately the contents of my luggage wasn't that heavy and they didn't damage anything in it, just the bag.
#20
Join Date: Dec 2014
Programs: Delta Diamond, Hyatt Globalist
Posts: 85
I thought they didn't cover damage to handles or wheels and considered it normal wear and tear?
Once Southwest damaged my bag and said they had to keep the suitcase to file the claim and mailed me a similar bag (fortunately it was a cheap bag I bought at one of those cheap luggage places when I had to haul some stuff back I bought from another trip) that was nicer than the one they damaged but it was a real pain because they gave me what was like a liner of a suitcase from the 70s with no wheels and handles made out of cheap vinyl, fortunately the contents of my luggage wasn't that heavy and they didn't damage anything in it, just the bag.
Once Southwest damaged my bag and said they had to keep the suitcase to file the claim and mailed me a similar bag (fortunately it was a cheap bag I bought at one of those cheap luggage places when I had to haul some stuff back I bought from another trip) that was nicer than the one they damaged but it was a real pain because they gave me what was like a liner of a suitcase from the 70s with no wheels and handles made out of cheap vinyl, fortunately the contents of my luggage wasn't that heavy and they didn't damage anything in it, just the bag.
#22
Join Date: Aug 2014
Location: Wisconsin
Programs: HH Diamond, DL Platinum
Posts: 41
I also experienced good results with this option. I had the Hartmann nameplate ripped out of a hardside 30" suitcase two years. They took my luggage at the baggage claim office and shipped it to Texas for me to be repaired. It took about a month to get it back but I received an email two weeks into it saying they sent it to a secondary facility as they were unable to repair it in Texas. Whoever completed the repair did excellent work as you can only see a slight scuff below the nameplate.
#23
Join Date: Apr 2010
Location: PNS
Programs: DL FO, UA, AA
Posts: 700
I also experienced good results with this option. I had the Hartmann nameplate ripped out of a hardside 30" suitcase two years. They took my luggage at the baggage claim office and shipped it to Texas for me to be repaired. It took about a month to get it back but I received an email two weeks into it saying they sent it to a secondary facility as they were unable to repair it in Texas. Whoever completed the repair did excellent work as you can only see a slight scuff below the nameplate.
#24
Join Date: Apr 2016
Posts: 1,864
I have twice had luggage with broken wheels replaced by DL. The first time no second thought was given and the second time, the agent in the baggage service office said "generally, we don't cover wheels, but let me take a look." Upon inspection, I was given a brand new suitcase. Both times, I took the Skyway brand on hand in the baggage service office and they have been surprisingly durable. The other item that was damaged, they asked a value, I looked up how much a new one would be on my phone, and they cut me a check for the amount.
Every time I have needed to go to the baggage service office has been a very good experience and agents have been very nice and very helpful. Elite status may have an impact on the service one receives here and one of the primary reasons I have brag tags on my luggage.
Every time I have needed to go to the baggage service office has been a very good experience and agents have been very nice and very helpful. Elite status may have an impact on the service one receives here and one of the primary reasons I have brag tags on my luggage.
#25
Join Date: Apr 2010
Location: PNS
Programs: DL FO, UA, AA
Posts: 700
I have twice had luggage with broken wheels replaced by DL. The first time no second thought was given and the second time, the agent in the baggage service office said "generally, we don't cover wheels, but let me take a look." Upon inspection, I was given a brand new suitcase. Both times, I took the Skyway brand on hand in the baggage service office and they have been surprisingly durable. The other item that was damaged, they asked a value, I looked up how much a new one would be on my phone, and they cut me a check for the amount.
Every time I have needed to go to the baggage service office has been a very good experience and agents have been very nice and very helpful. Elite status may have an impact on the service one receives here and one of the primary reasons I have brag tags on my luggage.
Every time I have needed to go to the baggage service office has been a very good experience and agents have been very nice and very helpful. Elite status may have an impact on the service one receives here and one of the primary reasons I have brag tags on my luggage.
#26
Join Date: Aug 2012
Location: RDU
Posts: 679
In my previous post, both incidents where I've had my bag fully reimburses, I had no status whatsoever.
Hah no (maybe this has since changed). The personal DL gold specifically did not cover luggage damage when my bag got crushed.
Your other option to pursue could be with the credit card company you used to purchase the airline ticket if you have coverage. AMEX is good on covering damage to suitcases if Delta were to deny your claim - you just need to provide proof that Delta denied it for whatever reason, I believe all of the Delta AMEX cards cover a check baggage loss/damage up to $500.
#27
Join Date: Apr 2008
Location: PNW
Programs: FreeAgent; DL Silver; IHG Diamond/ Ambassador
Posts: 653
What is the first step in claiming for baggage compensation? Whether at DL or anywhere else (travel insurance)? Do I need the bag inspected upon claiming it at the airport? Do I need a certificate issued that it was indeed damaged, if I were to claim over the phone or through insurance/ credit card?
I arrived last Dec 17, and I only noticed now that my luggage, 5-year-old Tumi T-Tech is missing a side bumper and its bag tag.
(I paid for this trip using the DL Gold Amex card, and I also bought the insurance peddled by DL upon booking, if any of those help.)
I arrived last Dec 17, and I only noticed now that my luggage, 5-year-old Tumi T-Tech is missing a side bumper and its bag tag.
(I paid for this trip using the DL Gold Amex card, and I also bought the insurance peddled by DL upon booking, if any of those help.)
#29
Join Date: Aug 2011
Location: Makati City, Philippines
Programs: Delta Skymiles DM, CX GO, Hilton Honors Diamond
Posts: 1,361
I got paid the value I estimated when ours got damaged, twice, they sent a check for $370.00 each time. Not sure if being DM had anything to do with it.