Trashed Bag

Q: Delta Airlines destroyed a piece of my husband's luggage this week. It isn't just dirtied, or torn. It looks like it was run over by a truck. The pull out handle is torn out of the bag leaving a large hole and rip. The only thing holding our clothing in was the lining. If it had not been a better piece of luggage with a heavy lining our clothes would have fallen out. This damage is extreme, not a scuff or a tear. We went to the baggage counter and were treated very rudely and told nothing could be done. That's not a satisfactory answer. I understand luggage is handled roughly to keep things on time, but this was way beyond that.

What would you recommend our course of action be?.

A: I definitely wouldn't take that for a final answer. You must contact Delta customer service. It's good that you went to baggage right away; and hopefully they allowed you to fill out a damage claim.

From Delta's Web site:

We will respond to written customer complaints within 30 days, exceeding the 60-day response standard adopted by ATA member airlines.
We have a dedicated, trained Customer Care staff to answer your inquiries. Express your travel comments by:

  • Calling us at 800-221-1212 or your usual SkyMiles Member Services number.
  • Mailing them to Delta Air Lines, P.O. Box 20980, Atlanta, GA 30320-2980.

You might want to include photos of the damaged bag and a receipt, if you still have one, for the original purchase, along with your flight number and a copy of your ticket confirmation.