Delta flop
 

09 June 2009
To whom it may concern:
On 30 May 2009, my girlfriend and I left Mobile, AL on our way to Panama City, Panama (PTY) via Atlanta, Ga. Our final flight was DL993 to arrive in Panama. Upon arrival, we were notified that our luggage was still in Atlanta. I said to my self, we would probably get them tomorrow morning. The agent at the lost luggage counter informed us that that would not be the case because there’s only one Delta flight to Panama per day meaning that it would arrive Sunday the 31st at about 2100. I called the baggage counter and was informed that there was a "weight and balance issue" and we would not get our luggage till Monday, June 1st. I’ve been in the aviation industry since 1984 and this is the first time that I’ve heard that less than 100 lbs. would create a "weight and balance issue". I called again on Monday and was told that it did not arrive again. Now, we got to Panama on Saturday, its going to be on Tuesday before we could get our luggage. I called on Tuesday and was told that our luggage was there but they were not sure at what time it would be delivered because the delivery service has a route that they must follow. I guess they deliver every piece of lost luggage. So, in order to get our luggage on time, we had to get a taxi to the airport, $25 each way to get our luggage. When we arrived, and got our luggage, my girlfriends brand new luggage was crushed. Every compartment that was not locked was opened and every item that was in these compartments was stolen. Just by luck, mine was not crushed but every compartment that they were able to open was also ransacked and items stolen. They even stole a laundry bag from my suitcase. I was told by one of your agents after we got our luggage that we were entitled up to $50 per day for every day we did not have our luggage. If my math is the same I learned, that’s three days at $50 dollars per day for two persons, it comes out to $600. We had activities planned for every day and we could not participate in those activities because we did not have the proper attire or equipment. For three days, all we could do was sit around the condo and wait for our luggage. That’s been money down the drain because we had to pay for these activities in advance. I have flown on Delta for many years, especially while I was in
The U. S. Air Force. This was my first time on Delta to Panama City and I don’t know if I want to try it again.

As unfortunate as it is, the simple fact is that some of the agents (who are not Delta employees) that work on the ground and handle the bags in PTY are thieves. There is not much Delta can do about it other than compensate you monetarily ($600 in your case) since they are more than likely locked into a contract with whatever company it is that does the ground handling. I do still believe this should be brought to the attention of Delta personnel so that when it comes time to renegotiate the contract, this can be taken into account. There's just not a whole lot you can do about a ring of thieves in another country like that unless the local police are willing to help. Read here for a very similar account.

It could have been the delivery service that rifled through your bags and stole your possessions. You can't know for sure and neither can Delta. Also, did you cal the baggage service office in PTY when you first discovered the theft? If not, then DL isn't going to do very much for you.



There wasn't anything you could do for three days except sit around the condo? Not to single you out because we've heard this before but leave this type of statement out of a complaint letter. First of all, it's really not believable that you traveled all the way to Panama and because of your delayed luggage became prisonersin a condo. It's just not believable and if it is true then it was your choice to lock yourselves up and not go out!

Going back to the weights and balance issue, and as a person who is accustomed to travelling to Latin America, yes its very true that your flight could suffer a weights and balance issue. The first time this happened to me, I told this to a friend of mine and without me telling her where I went she said "so where did you go panama, mexico, or dominican republic?" It would seem these flights, among other latin america flights usually have weights and balance issues. I actually confirmed this on my next flight out to mexico; you know strike up a conversation with a pretty agent (yes old bob is a horn dog... but a SINGLE, old horn dog) and yes it would seem latin flights are victims of "weight restrictions" as she put it, because the people take back so much stuff and usually, with no hesitation, pay the overwight bag fee.

So I think the BIG question is: how did old Bob, frequent flyer for many moons, know about the weights and balance issue, and someone who's in aviation not know about weights and balances on an airplane? THAT to ME is kinda scary actually.

Also as I have learned first hand, theft is rampant in latin american countries and even the people that are from there know better than to pack anything and I mean ANYTHING of value in their checked luggage. Another sad fact, if it happened in Panama, you're pretty stuck, because no one will accept responsibility. Sadly your bags were never in full possession of Delta, between Delta, Customs, TSA, baggage handles, even the delivery service, any or all could have "sampled" your wares. So just complaining to the airline won't get you very far. You would have to complain to each company and watch how each will say "It wasn't us!" It's sad, it's very, very sad, but when your dealing with another country, there's not much you can do. The airlines will only do so much and then you're on your own. believe me, I know.

If you've cleaned planes or something for 25 years you may not have heard of this. That's about the only way. Anything over 500 pounds is a problem, so, no your bags by themselves would not be the cause of the problem. However if the plane was overweight, then the ramp has to remove a certain number of bags in total. So if they had to remove 500 pounds, that would include your 100.

As for the thievery, there's really nothing that can be done. As stated before, this is a situation where you have contractors working. In fact, MOST cities outside of the US have contracted employees both above and below the wing. Pilferage is a huge problem in South America and Mexico. But, sadly, that sense of it being OK to steal is pretty rampant in that culture. Look at all the corrupt governments and police. Well, it happens at the airport too. So, short of just not flying there, the airline can't do anything, because even if they catch the person, chances are the person to report them too was helping them.