January 6, 2004

 

Re:     Delayed Luggage Claims (3)

                        File Reference Number FLLDL67936

                        File Reference Number LASDL31568

                        File Reference Number LGADL72953

Delta Representative Natasha Page, New York-LaGuardia

Delta Representative S. Bianchi Echeguren, Ft. Lauderdale

Delta Representative Robyn Riddle, Las Vegas

Delta Representative “Christina” (employee ID #471473), New York-LaGuardia

 

To Whom It May Concern:

 

I have spent more time with Delta than I planned this holiday season.

 

My wife Samantha & I created an itinerary [6O2TE4] in October to spend time with each of our families in different parts of the country in December and January.  We chose Delta Airlines as the carrier to fit our plans.  We have often used another airline for our travels, but Delta provided the most accommodating schedule arrangements within our budget.  The following took place:

 

PART I of III (New York to Ft. Lauderdale)

·         We were initially booked for flight #5558 from LGA to FLL through GSO (#6242) on December 24, 2004 at 9:00 a.m.  When I checked delta.com at 4:30 that morning, I was informed that our flight was changed to #5557 at 7:59 a.m.  We had to rush and change our plans with the car service scheduled to pick us up at 5:15 a.m. instead of 6:15 a.m.  We received no notification of this flight change – but were fortunate to arrive in time to check in.

·         We got to LGA to check in our 4 pieces of baggage and 1 baby car seat (claim tickets #s DL097310, DL097309, DL102240, DL102239 and DL102238).  Thankfully, Delta representative Ms. Natasha Page was helpful enough to ensure we made it through the check-in line with enough time to get to our terminal in time for the 7:59 flight.  (Please ensure she is recognized for her friendly manner at such an early hour on the holiday weekend filled with difficult customers – she is an asset to your company.)  However, upon arriving at our gate, we saw our flight was listed as delayed until 9:00 a.m.

·         Once I saw the delay, I was concerned that my wife, my 6-month old daughter and I were not going to make our connection at GSO.  I placed my name on the standby list on Delta flight #1980, direct to FLL.  Thankfully, there was space available and we could get on the flight.  We were advised by the Delta representative that our luggage would arrive on our original flight, scheduled to arrive from GSO at 1:35 p.m.

·         Upon our arrival to FLL, we awaited our luggage, unsuccessfully.  We were especially concerned about our baby’s car seat, and purposefully brought it with us on our trip because of the safety features which we had researched.  Upon realizing that our luggage would not make it to FLL that day, we were left to borrow a car seat from the airline.  We placed a claim on the aforementioned pieces of luggage and left the airport.  We were told by Ms. S. Bianchi Echeguren at the Delta Baggage Service counter to call 800-325-8224 to check on the status of our claim.  The phone message said “all phone lines are busy” – so we were unable to identify when our clothing and personal items would arrive to FLL.

·         After looking at the piles of luggage laying around the Delta section of FLL, we did not believe we would get our luggage (even delivered to the local address provided on the claim) for an extended period of time.  We went to Target to purchase items for the week.  (Receipt enclosed.)  I am requesting reimbursement be sent to the address above for this receipt for my wife, my daughter and myself.

·         We continued to try calling 800-325-8224 for hours, but could not get through the “all lines are busy” message.

·         The following day, Christmas – December 25, I returned to FLL to search through the piles of suitcases for our baggage.  After digging for an hour, I was successful.  I provided a representative with my bag tags so the claim could be cancelled.  He said to me, “you probably wouldn’t have gotten your luggage for days if you didn’t come back.”  These were my thoughts exactly.  We returned the Delta-provided car seat and left the airport, only to return on December 30 to continue our family vacation to LAS.

 

PART II of III (Ft. Lauderdale to Las Vegas)

·         We checked our luggage at 5:45 a.m. at FLL on December 30.  Baggage numbers were DL714113, DL714112, DL699878, DL699877, and DL702887.  (While the first 4 tags listed had a PNR of 602TE4, the last one had a PNR of 4PONW1.  The meaning of this discrepancy was explained to me later.)

·         We connected in SLC on flight #1721 and continued on to LAS on flight #1183.  Prior to departing SLC, my wife and I enrolled for new SkyMiles accounts, in anticipation of using Delta again in the future.  We used the helpful kiosk in SLC to register the miles traveled on our family trip, and received these account numbers: 2517676843 and 2517676868.

·         Upon our arrival in LAS, we received the first 4 pieces of baggage listed above.  The baby car seat, ticket DL702887, did not come through the conveyor belt.

·         I was advised by Ms. Robyn Riddle at the LAS Delta baggage desk that the car seat was sent to Oakland, California, rather than Las Vegas, Nevada, under the name of another Michael Brown (thus the difference in PNR number on the baggage ticket).  Once again, my wife and I, as new parents, were fearful to use another baby car seat on our trip.  Robin provided the 510-430-8457 Delta baggage service number for Oakland and advised me to try the number to check on the status of the car seat.  Numerous attempts led me to an answering machine on which I placed a message regarding the urgency of my request on file reference number LASDL31568.

·         Robyn followed up with the status of our file reference number, and kept in touch with us on multiple occasions on December 31, and January 1 – New Year’s.  She was genuinely empathetic and showed a serious commitment and sense of accountability once she was advised of my frustrating situation.  While I was in LAS visiting family for the holidays, Robyn’s commitment to solving the problem of my lost car seat kept my wife and me at ease that resolution would be achieved.  Her demeanor and patience with my aggravation was professional at all times.  To mitigate any further inconvenience, once she found the car seat, Robyn drove her personal vehicle to my relative’s home to ensure that we had our baggage at the earliest possible time, rather than wait for the delivery company to ship it.  Her ability to think outside the box to satisfy a customer is refreshing.  Robyn Riddle is the type of individual that creates a lasting impression and speaks volumes about what customer service really means.  She is not only an asset to your company, but sets the standard for how any front-line representative in the service industry should perform his or her daily work.  I, and you, owe her a debt of gratitude for what she brings to work each day. 

·         While I know there is a financial value associated with my inconvenience in Ft. Lauderdale, as shown by the attached receipt from Target, I do not know the monetary value of peace of mind.  My wife and I are also requesting monetary reimbursement for not having our own car seat in LAS.

 

PART III of III (Las Vegas to New York)

·         My stay in Las Vegas was an enjoyable one, as I visit family out west about three times a year (often flying with other air carriers).  However, on Monday, January 3^rd, I was hospitalized for sudden, severe back pain, (which I found out after x-rays and MRIs) due to a newly diagnosed bulging disk in my spine.  [Don’t worry – I am not holding Delta accountable for this.]  I was, however, very concerned about my return flight to LGA through ATL (#698 and #1204), scheduled for January 5^th.  My wife and I had two weeks of luggage, the baby car seat, the baby stroller, and the baby.  Doctor’s orders prevented me from carrying anything heavier than a remote control.  We contacted Robyn, our friendly Delta representative at LAS, who helped with our accommodations by upgrading us to first class on the first leg of our trip home.  As for the second leg of the trip, a friendly Delta representative provided us with bulkhead seating, as first class was fully booked.  The flight was suitable, and our perception of Delta was stronger.  Until arriving at LGA.

·         The baby car seat did not arrive.  The PNR (6O2TE4) was the same on each of our 5 baggage claim tickets, but it did not come through the conveyor belt upon our arrival at LGA.

·         Knowing the routine, I walked into the Delta Baggage Service line at LGA and expressed my discouragement, disappointment, and frustration.  The representative at the counter provided me with File Reference Number LGADL72953, for lost luggage tag #DL422920.  I asked for a loaner car seat, like the one I received at FLL, and LAS.  I was brought a dirty, beat-up car seat that just added insult to injury. 

·         I asked for the Delta representative’s name and she refused to give me her last name, unlike the previous professionals with whom I had dealt with over the past two weeks.  “Christina” finally gave me her first name and employee ID #471473.  I asked “Christina” to identify where my car seat was – perhaps still in Vegas?  Or did it miss the connection in Atlanta?  I advised her that in my recent experience, that the luggage could be tracked from the Delta Baggage Service desk from which she worked.  She gave me the 800-325-8224 number that Ms. S. Bianchi Echeguren in FLL gave me just weeks before.  This only reminded me of the “all phone lines are busy” message. 

·         In a disingenuous attempt to show some empathy, “Christina” said to call that number and to take a $25 Travel Certificate for my inconvenience.  I reaffirmed my desire to identify where my car seat was, in order to get a sense of how long it would take to receive a delivery at my home in New Jersey, and wasn’t frankly excited at the moment about the $25.  “Christina” – apparently surprised that $25 off plane fare wasn’t appealing enough for me – proceeded to take the $25 Travel Certificate out of my hand and say “if you’re not going fly Delta again, then I guess you don’t need this.”  At no time did I tell her if I was interested in flying Delta again; I just wanted my car seat, and I wanted to get home with my sore back, and my baby in a safe car seat.  The lack of sensitivity that “Christina” displayed at LGA nearly nullified all the hard work displayed by Robyn Riddle in LAS.

·         As similarly above, I do not know the monetary value of peace of mind.  My wife and I are also requesting monetary reimbursement for not having our own car seat upon our arrival at home after flying to LGA.  There was snow, sleet, and rain in New York and New Jersey upon our arrival.  We were very concerned about the safety of our baby without our car seat for the drive home that night.

·         My car seat arrived at my home via delivery service this morning at 9:30 a.m.

 

My wife and I have flown other airlines on many occasions and have not had this much difficulty with luggage in the past.  Our families in Florida, Nevada, and New York have heard too much about our recent Delta experience.  We travel a number of times per year, and were seriously considering making Delta our new airline of choice, considering we recently moved from a competitor’s hub.  This trip has turned out to be a traveler’s nightmare, one that I would not wish upon my worst enemy.  I hope that my story can explain how convoluted of an experience that just one of your traveling families has had. 

 

I also hope that you can be of assistance to my requests listed above, as well as recognizing Robyn Riddle for her commitment to your company.

 

Sincerely,

 

Michael A. Brown                                   Samantha Brown