Delta loses newlyweds' mementos from a trip of a lifetime
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Conversely, Southwest Airlines, which had nearly 50 million more passengers than Delta in 2009, averaged about three complaints per 1,000 domestic flight passengers. In December, Southwest Airlines complaints were four per 1,000, the federal report showed. By the way, the top five carriers for the lowest complaint ratios were: Airtran Airways, Hawaiian Airlines, Frontier Airlines, Jet Blue Airways and Northwest Airlines. See the report at http://airconsumer.dot.gov/reports/index.htm.
With that information and facts from the U.S. DOT about liability limits for lost luggage, I called Delta.
Two days later a spokeswoman called me back.
"We apologize for the inconvenience this caused and have already worked with the customer to resolve the claim," said Susan Elliott, Delta spokeswoman.
Translation: we can't find the suitcase. We're giving the Walls $1,520. (The Walls learned this shortly after contacting me.)
Elliott admitted the airline didn't know how the bag had been lost or where it was located.
"There are all sorts of scenarios," said Elliott, who acknowledged Ashley's suitcase, with copies of her passport and other identifying information, could be in some warehouse.
When I asked her about Delta's seemingly poor performance according to the federal statistics, Elliott acknowledged the airline was trying to improve its record.
Federal data supports Elliot's claim. In 2008, Delta had nearly six mishandled baggage complaints per 1,000 domestic flight passengers as compared to the five per 1,000 for 2009.
"We are continuing to make upgrades, and we've seen marked improvement in our baggage statistics," Elliott said. "We continue to identify opportunities even further."
What about the service the Walls received, I asked. the couple said it wasn't apparent anyone at Delta really was concerned about finding the suitcase.
"We take our passengers claims very seriously and make every effort to locate (the missing baggage)," said Elliott, who also noted she was not specifically familiar with the Walls' situation.
Maybe so, but the Walls feel otherwise.
After months of waiting for an answer and then receiving a check that only partially covers their loss but does not compensate them for the irreplaceable mementos, the Walls are feeling more than a little ripped-off and mishandled. so, will you fly Delta again, I asked the couple.
"Not after all this," Ashley Wall said.
Delta loses newlyweds' mementos from a trip of a lifetime
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