On my wife’s trip from Sao Paulo, Brazil to Monterrey, Mexico (with connection in Atlanta). She found her baggage handle broken when she picked up from the carousel. She took some pictures right away and I suggested my wife to access delta.com and fill out a complain. Do not complain at the airport since the crew at the airport normally don’t know what to do and they won’t resolve anything for you. We submitted a picture and advised them we got our handle broken. They replied “We look forward to working with you to resolve this matter. You will receive a response regarding the status of your claim within 2-4 weeks” then they sent us another email asking for: “Your claim is ready for processing, however, there are a few things we need in order to continue its processing. Please provide us with:
- Proof of the damages
- Repair statement
- Amount and copy of the original purchase receipts to substantiate amounts claimed
We never replied them back since we considered that their request was absurd. Who keep purchase receipts for more than a year? At least not us! We never replied them but we knew the “complaint” stays open. So few days later we got another email from Delta, this time they were asking for our bank information. They made a deposit for $150 usd dls in our account to compensate the damages. Bottom line here is, always complaint! You are in the right to complaint and most likely you will be compensated it. Don’t forget to make your skymiles account, it seems they take you more seriously when you have an airmiles account with them, plus you get other benefits. Sign up is free so don’t worryhttps://www.delta.com/profile/enrolllanding.action. By the way I don’t get anything from them for advising you to join them, is just I believe is good to have benefits for free, for more information see my other post about joining miles programs.
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