Left JFK for Buffalo, Sunday Dec 13/09 paid $20 fee for luggage. Our bag, with all of our Christmas presents, did not arrive with the flight.
Went to Delta office asking for assistance. The counter person was totally inept, told us our bag was still in JFK but has no idea why, gave wrong information baggage would be delivered the next day. Followed up on Monday via phone and internet with the reference number provided by Delta - info not in the system. Delta phone reps have NO idea what customer service means and lied about when baggage would be delivered.
Several stories from many reps!!
Long story short, on Monday, I could have driven to Buffalo and back in 3 hours to pick up luggage. Instead as advised, I waited at home, all day Monday and Tuesday, only to find out baggage would be delivered WEDNESDAY!
Called Delta requesting reimbursement of $20 charge, got a snotty rep - no way, offered a voucher to fly Delta again, ARE YOU KIDDING ME! What a poor PR job - saying I'm sorry doesn't cut it. I want my luggage!!!
Delta management needs to give their staff a good shake, reps don't know about problem resolution only to inflame the customer. Reps can make or break an airline -no wonder airlines go out of business.
Review about: Delta Airlines Flight.