I agree that the airline, not just Delta, infrastructure needs improvement. Once a bag is tagged, it is extremely difficult to get it retagged. Especially depending on what airport you are in. When the agents rebooked you and assured you that your bag would be changed, you should have asked for a new bag claim sticker, so that you have it in writing.
From the agent's standpoint, if I tell someone it will be retagged, then I will personally do it. However, sometimes when I can not find the bag or know I won't be able to locate the bag, I just tell the passenger straight up. Some passengers are cool with honesty while others fume up and demand things. I am not sure what the agents there were dealing with but lying is not a good policy.
Bags are retagged "automatically" by us when a claim is made and that usually much later in the day or the following day. Someone has to pyshically get the bag and look it up on the computer once it is been realized that it has been sitting in one place too long. Funny how airlines have the ability to fly people around the globe but can't communicate from one department to another more effeciently.
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