I recently flew down to a buddy’s wedding in Manaus, Brazil. There were two ways to get there – LA – Panama – Manaus on Copa or LA – Atlanta – Manaus on Delta. Having had questionable experiences with delayed baggage in the past, I opt’d for the American airline.
Getting down there was pretty effortless, although I was surprised that Delta flies 737’s from Atlanta – Manaus – smaller than the 757’s it flies from LA – Atlanta. Half the wedding was on my flight down, and we had a good time.
The way back was a different story. We took off the day after the Detroit terrorist scare –which obviously is not Delta’s fault. The rest of it, is.
The plane was completely full – more than half the wedding was on the flight. Everyone was going everywhere after the wedding – I was headed to Miami (via Atlanta) along with a friend on the same flight. Others were going back to LA, to cruises, to New York, etc.
Shortly before take off they come on the PA and tell us that we “may have to stop off in Orlando to get more fuel.” I travel a ton, and I’ve NEVER had an airline, domestic or international, “possibly” have to stop off before our final destination and refuel.
The plane wasn’t happy. But what could we do. We’re just passengers sitting in the back. And safety, of course, is #1.
Then the doozy. The plane is getting ready to charge the runway and the pilot comes on:
“Folks, we’re getting ready to take off. We had to remove some of your bags because the plane was full… sorry about that, hope it doesn’t inconvenience you too much… have a great flight!”
He said it so cavalier that we all looked at each other and thought he must be joking.
At 5am in Atlanta, we found out he wasn’t. Twenty of us didn’t get our bags, including me, my friend who was going to Miami with me, and another friend who was going on a cruise that day. We were told we had to wait until we got to our final destination to file a complaint.
The situation was more complex than it seemed. Delta only flies Manaus – Atlanta three times a week. We left on Sunday and arrived on Monday. They didn’t fly again until Thursday, arriving Friday. I hoped that someone at Delta preempted the situation and rerouted the bag on another airline which flies every day from Manaus – Miami direct.
In Miami, they couldn’t give me much information other than tell me it had been “expedited.” I asked if that meant it was on the Manaus – Miami flight that left that day. They had no idea. I asked if I called later (after the time that flight left Manaus) if they could confirm it’s on that flight. They couldn’t confirm a thing until it “showed up in their hands.” Have they ever heard of a bar code or scanner?
We went to the hotel in Miami after dropping $20 on basics – toothpaste, tooth brush, etc. It wasn’t the money that bothered me – it was Delta’s policy of not giving you anything within the first 24 hours. I guess you can just not brush your teeth or wear deodorant if you are on a budget?
Tuesday we call asking if our bags have arrived. We’re told that my bag has, and only one of my friend’s has – and that they’re out for delivery “soon.” We wait until past midnight that day before going out – the second night in a row – in the same clothes.
More frustrating than not having our stuff is the lack of information – when did the bag get to Miami, when will it be delivered, and are they all together? I asked Delta for the phone number of the delivery service. The agent tells me he’s not allowed to give it out to customers. I asked him if he’s joking. He hangs up on me – I guess he wasn’t. I did get the name of the service out of him, and thanks to Google I find a phone number for the company – they tell me they are very “backed up” and the bags will be delivered within another 24 hours… what!?
Wednesday morning around 5am we get two out of three. I’m amazed that after purposely taking luggage off the flight and rerouting it “expedited” that somehow the three bags get separated. My friend calls the airline and they tell him that it will be delivered “soon” – he then calls the delivery company who tells him that his bag hasn’t been picked up yet – but that it’s been sitting at Miami airport since Monday night and he could pick it up if he wants. He goes and finally gets his bag.
Friday afternoon comes around – time to leave Miami. Delta, in their neverending compassion and generosity for our situation – has authorized $50 each for our trouble. I ask them the easiest way to get my money. They tell me to go to the baggage office at the airport, show my receipts, and I’ll get cash. Easy enough.
I get to the airport early, check in for my flight back to LA (on American this time), and then walk to the other side of the airport to Delta’s baggage service office. I present my receipts and a confused rep tells me I need to call the 800 #. I explain that is the very # that told me to come to her – so she hands me a “lost luggage form” – I explain that my bags were delayed, not lost – at which point she tells me she really can’t help me and I just have to call. I leave, exasperated, and the agent on the phone explains to me that they don’t give cash out at the airport, and haven’t for “years” – seriously? Delta, get your shit together. I’m still waiting for my check.
Shit happens. Airlines lose bags or have delays. Fine. But if you can’t fly a plane big enough to take a full load from one destination to another, with all their bags, and without making an unscheduled fuel stop, then you shouldn’t be flying that route.
I fly a ton – and I’ve seriously never had such a neglectful experience with an airline that purposely delayed my bag – and made the experience in getting it back miserable. So – beware of Delta’s international reach – the destination may be on the map, but if it’s a full load, your luggage may not arrive with you – and you might have an unscheduled stop to get more fuel – and hopefully pretzels.
