[Sam]

I was travelling from Newark to St. Louis today, via Cincinnati. I am actually from Tokyo, came to New Orleans to attend one Microsoft Worldwide Partner`s meet, collected and purchased a lot of Microsoft tagged bags (for my clients, back in Tokyo, books, CDs, software etc) and put them in one of the two luggages that I was carrying with me. Unfortunately, both of the luggage did not show up today, when I arrived at St. louis and Delta lady, who handled my case, gave me a nice envelop with the file number on it, but unfortunately no one is picking up the phone for me, in the STL and its a long conversation with a recorded message teller, that she do not understand my given file number. I am in Indian, doing business from Tokyo (and habituated to Japanese kind of customer service, after staying there for about 8 years), I simply did not expect it. I do not want any money in lieu of my bags and like some delta people to take personal interest in my bags, and return me them, before I leave for Tokyo, tomorrow. Is there any way to do that? The website is continuously saying that they are sorry, and could still not be able to locate my two bags. I had a small printer in them too. And honestly I will be in deep trouble, if I do not get those two bags. How can I reach Delta management and can get someone from them to help me out, here? Is there any way for me to get those two bags or just no hope? I am not of the type of thinking about lawsuits but honestly like to plead with Delta management people. Possible? Can somebody get me some access to their telephone nos. or so? Many thanks in advance. (I hope you understand that as a foreigner, I have landed up in a deep problem. Please help me, if you can.)

[justme]

Couple of questions that will hopefully help narrow the search down. Were you on Delta flights only, or were you on more than one airline? Did you have a short connection time in CVG? Was the baggage service agent able to give you any info on where the bags were last seen? Delta scans their bags to keep track of them. Lastly, I found a number for the STL baggage service office, hopefully it's not the same one they gave you. It is 800-325-8224. If that doesn't work try calling the airport's information desk to see if they can either give you another number or connect you to a Delta employee at the airport. Their number is 314-890-1333. Good luck! Hopefully your bags are just a little later than you and you will get them soon!

[Sam]

After the first post, I tried contacting the baggage claim phone no. given by justme, and after I was on hold for about 27 minutes (not exaggerating), I disconnected the line. The local STL baggage claim officers were very busy so they never picked up the phone.

Finally I went to the airport myself again at night, found an extremely helpful Japanese lady Keiko san, who after hearing my stories and finding no clues from her system, took me to the NorthWest Counter. There one black lady after a long fight with her system, got us back two different luggage tags, tagged with my luggage now, and told us that it is now scheduled to leave Atlanta tomorrow (20th) in the morning to St. Lucia, West Indies.

So, that japanese lady Keiko san frantically tried to stop that movement, sent 4 messages in front of me, tried calling different people, and no one answered her call. Finally since it was my luggage, I called that same 1-800 number, and this time waited for about 47 minutes, before I finally won this time to listen to a human voice.

One lady, after listening to my entire story, told me that tomorrow (talking to her on 19th late night) I will get it (20th). I was about to leave the phone, thinking my job was done, and then on a hindsight asked for the flight number, my luggages will come thru. She told me the same flight number DL561, which was the flight to take my luggages out of Atlanta to St. Lucia, West Indies. So, stunned me asked her to patiently hear my story one more time, and requested her that my objective of the call is to stop that movement, and get the luggage back at STL. After about 15 minutes on hold, she came back, and now confirmed that yes, she did it, and now I will get the luggage tomorrow (20th) by DL4979 which is reaching STL at 8:14 AM. I went back to Keiko san, updated her with this info, and she could only find some remark which says that the passenger talk to her and no mention about diverting the luggage. I thought it is already late night, close to 11:30 PM, so may be, she will take care of it, afterwards. So, went back to hotel and did not persue it any more.

I went back to airport on 20th at 8:00 AM, the flight DL4979 was delayed, and reached a little after 8:25 AM, and I discovered to my utter dismay, that my luggages were not there. So, I rushed to Delta baggage room agent, and told another black lady, my full story, and now she discovered, that my luggage actually boarded DL561 and left Atlanta for St. Lucia during the time, when I was describing my problem to her.

She again tried her best, sent 4 messages, tried calling Newark, Atlanta, St. lucia but unfortunately none responded. I asked for the number of St. Lucia, she politely declined. Since it was my luggage and I am destined to leave for Tokyo on 21st, I find out the number from web search, called them and requested them to send my luggages back, on the return flight.

They agreed to do it. My sister, who lives in NJ, also did another call, and they confirmed that they will do it. And then again, after the departure time of return flight I called St. Lucia, and they confirmed that my baggage left St. lucia, and I should get it today (20th) night time, by last flight.

I again went to the airport at night, and enquired about my luggage to the baggage agent, and she horrified me by saying that it is scheduled to depart from St. Lucia tomorrow 21st, by DL560.

I do not know, how this mess keeps going on. As I will be leaving STL tomorrow morning (around 8 am on 21st), this time, the Delta agent said that she will send a message to Atlanta, to divert my luggage to Tokyo, from Atlanta itself. And this time I protested, as I have seen all of their performance, I felt I have 1% chance of getting back my luggage if it now reaches STL at night, and then the baggage agents can send that baggage to me at Tokyo, as they have seen me, everyday, going to airport, in 3 shifts. Since all of them has seen my face, I felt it has better chance of retrieval than to stop it at Atlanta and get it delivered to Tokyo. Isnt it right?

I read a lot of comments and suggestions from the other airline baggage handler sympathisers or former baggage handlers. They were all almost always anonymously feeling that baggage handler is not the decision or policy maker, and they were hired to do exactly what they are doing. If that be so, whom shall we go to? Will this problem is worth to be owned by someone from the carrier? Or was it my fault? Since I had similar bad experience earlier, I was avoiding Delta airlines and became member of NW but unfortunately Delta purchased them and hence I had to use their flights. I believe somebody definitely should own up this problem and try to rectify it. Customer service has taken a serious beating because of recession? May be. I do not have the answer. Let me know, what is others view. (This is why, I knew from the very first day, that I had to catch hold of a responsible person and not the baggage handlers and hence asked for their contact details, if any one knows it, here)

Anyway, thanks to justme, for coming back promptly on my problem. When I was not getting help from any quarter as a foreigner in a foreign land, my meeting with Microsoft went hayware, this kind of responses really help us to keep our cool. Thanks to justme.

I fervently hope, I will get back my luggages in Tokyo by end of this week. Am I expecting too much even now?

[Sam]

After the first post, I tried contacting the baggage claim phone no. given by justme, and after I was on hold for about 27 minutes (not exaggerating), I disconnected the line. The local STL baggage claim officers were very busy so they never picked up the phone.

Finally I went to the airport myself again at night, found an extremely helpful Japanese lady Keiko san, who after hearing my stories and finding no clues from her system, took me to the NorthWest Counter. There one black lady after a long fight with her system, got us back two different luggage tags, tagged with my luggage now, and told us that it is now scheduled to leave Atlanta tomorrow (20th) in the morning to St. Lucia, West Indies.

So, that japanese lady Keiko san frantically tried to stop that movement, sent 4 messages in front of me, tried calling different people, and no one answered her call. Finally since it was my luggage, I called that same 1-800 number, and this time waited for about 47 minutes, before I finally won this time to listen to a human voice.

One lady, after listening to my entire story, told me that tomorrow (talking to her on 19th late night) I will get it (20th). I was about to leave the phone, thinking my job was done, and then on a hindsight asked for the flight number, my luggages will come thru. She told me the same flight number DL561, which was the flight to take my luggages out of Atlanta to St. Lucia, West Indies. So, stunned me asked her to patiently hear my story one more time, and requested her that my objective of the call is to stop that movement, and get the luggage back at STL. After about 15 minutes on hold, she came back, and now confirmed that yes, she did it, and now I will get the luggage tomorrow (20th) by DL4979 which is reaching STL at 8:14 AM. I went back to Keiko san, updated her with this info, and she could only find some remark which says that the passenger talk to her and no mention about diverting the luggage. I thought it is already late night, close to 11:30 PM, so may be, she will take care of it, afterwards. So, went back to hotel and did not persue it any more.

I went back to airport on 20th at 8:00 AM, the flight DL4979 was delayed, and reached a little after 8:25 AM, and I discovered to my utter dismay, that my luggages were not there. So, I rushed to Delta baggage room agent, and told another black lady, my full story, and now she discovered, that my luggage actually boarded DL561 and left Atlanta for St. Lucia during the time, when I was describing my problem to her.

She again tried her best, sent 4 messages, tried calling Newark, Atlanta, St. lucia but unfortunately none responded. I asked for the number of St. Lucia, she politely declined. Since it was my luggage and I am destined to leave for Tokyo on 21st, I find out the number from web search, called them and requested them to send my luggages back, on the return flight.

They agreed to do it. My sister, who lives in NJ, also did another call, and they confirmed that they will do it. And then again, after the departure time of return flight I called St. Lucia, and they confirmed that my baggage left St. lucia, and I should get it today (20th) night time, by last flight.

I again went to the airport at night, and enquired about my luggage to the baggage agent, and she horrified me by saying that it is scheduled to depart from St. Lucia tomorrow 21st, by DL560.

I do not know, how this mess keeps going on. As I will be leaving STL tomorrow morning (around 8 am on 21st), this time, the Delta agent said that she will send a message to Atlanta, to divert my luggage to Tokyo, from Atlanta itself. And this time I protested, as I have seen all of their performance, I felt I have 1% chance of getting back my luggage if it now reaches STL at night, and then the baggage agents can send that baggage to me at Tokyo, as they have seen me, everyday, going to airport, in 3 shifts. Since all of them has seen my face, I felt it has better chance of retrieval than to stop it at Atlanta and get it delivered to Tokyo. Isnt it right?

I read a lot of comments and suggestions from the other airline baggage handler sympathisers or former baggage handlers. They were all almost always anonymously feeling that baggage handler is not the decision or policy maker, and they were hired to do exactly what they are doing. If that be so, whom shall we go to? Will this problem is worth to be owned by someone from the carrier? Or was it my fault? Since I had similar bad experience earlier, I was avoiding Delta airlines and became member of NW but unfortunately Delta purchased them and hence I had to use their flights. I believe somebody definitely should own up this problem and try to rectify it. Customer service has taken a serious beating because of recession? May be. I do not have the answer. Let me know, what is others view. (This is why, I knew from the very first day, that I had to catch hold of a responsible person and not the baggage handlers and hence asked for their contact details, if any one knows it, here)

Anyway, thanks to justme, for coming back promptly on my problem. When I was not getting help from any quarter as a foreigner in a foreign land, my meeting with Microsoft went hayware, this kind of responses really help us to keep our cool. Thanks to justme.

I fervently hope, I will get back my luggages in Tokyo by end of this week and that it will be my luggage and NOT someone else's luggage. Am I expecting too much even now?

[justme]

Sam, I am sorry you have not received your luggage yet. I am confused after reading your most recent post though. Why were your bags sent to St. Lucia? Sometimes if city codes look similar (like DUB and BUD for example) they get mixed up, but STL for St. Louis, and UVF for St. Lucia are not at all similar? Did you travel to St. Lucia on this trip or have an old bag tag for UVF on it? As far as the fastest way to get your bags back, IMO it would be to let them send it straight from ATL to NRT to avoid more connections than necessary. How are you getting from STL to NRT, what I mean is, where are you making your connection? I have some friends that work for Delta, can you give me your bag tag number? I will have them look it up and send you a message and let you know what I find out. If indeed it is in ATL tomorrow, then I will make sure they find your bag and put it on a flight to NRT as a personal favor to me. Any info you have will help me. Again, good luck, hopefully either your bags are on the way to you or I can have someone locate them tomorrow and get them on the way to you!

Just as a side note explanation for why mix-ups like this can happen, especially in a BIG airport like ATL. They (Delta) handle on average over 200,000 bags a day just in the ATL airport. As mis-fortunate as it is, bags get mixed up and sent to the wrong place. I hope I can help fix this problem for you.

If you don't want to post your personal information in the forum, please feel free to send me a private message.

[Sam]

When I was about to leave STL, on 21st Morning, I had to purchase a small bag, and went to Delta baggage agent's office to claim it (about USD 18+, it was a small amount, but I wnated to see the process now and learn it, basically, so that I can handle the bigger claims later, if any), the yesterday's helping black lady (now I know her name is Zina) checked my 2 nos. of complaint files (the one old, and the other newly created the previous night when my baggage did not arrive by the last flight at airport, to now send my baggage to Tokyo, my original destination) and figured out that the baggages in fact returned the same day, first morning flight. She took me to the carousel, and I found my 2 bags lying there.
Zina was extremely helpful, and she spoke to her supervisor, who was present there, straightaway, approved my additional reimbursement of USD 18 (on top of previous day's USD 125, which was the max. limit, as per Delta printed documentation) and also helped me to now check in 4 luggages (2 additional was pretty small, one was a newly purchased netbook and another the small packet of my purchased undergarments, weighing less than 5 kilos) on an economic ticket, whereas I was allowed only two luggages and honestly did not have time to repack them, in the arrived suitcases, as I was to take the return plane to Tokyo.
However, I like to stress that while I found 2 of the Delta agents were really helpful (both Zina and Keiko san of japanese origin, and they clearly went out of their way to acomodate or resolving my problems), the others were not even a good listener. Particularly I completely failed to understand, how an 1-800 agent can work without listening to me completely, and was trying to send out my stuff to West Indies St. Lucia, instead of holding back them at Atlanta to return them to me at STL, and finally after I intervened in the same call, made her understand what I actually want, and she confirmed that she has taken care of it, it still went out to St. Lucia. As per the STL agent Keiko san, that 1-800 lady put a remark on my file that I spoke to her only, and no actions! I also found personally that whenever Zina or Keiko san was calling their colleagues in different locations, no one responded to them. Someone heigher up in Delta should make a note of it, and should try to arrange some customer support classes for them. Clearly I felt some were not following what they should have been doing or should have been hired to do for us.
Finally, I found that my suitcases were opened (it was unlocked by me, for the sake of TSE checking, if necessary), which I also asked them to do, to ensure and verify that they are sending my luggages only and none of the others, I found that nothing were taken out, which I started to doubt, given the performance of some delta employees. This was a pleasant surprise too.
It was a great lesson for me, as well, to learn how the customer service can differ from people to people, at the same position, handling my case (one white lady, I do not know her name, was most non-committal on anything. Anything I asked her, she felt she is getting hard time from me. Since she was the first person to write my complaint, i asked her, where the lost luggages get dumped over, and she thought I was giving her hard time. In fact I was afraid, as she was a lady and I was a male foreigner, I felt that as a foreigner I can be landing up in trouble, if I ask her uncomfortable genuine questions. She also apparently did not do anything to trace my luggage the entire first day, after writing the complaint and possibly sending one message. She, I felt ensured that she just does the 'official' work, and that's it. Not like others, where Keiko san took me to Northwest airline counter t get some sort of info., of Zina san writing message after message to different airports, calling them personally etc. This I guess, someone from Delta team should notice and make these high performing ladies the teacher in their internal training session. I could keep my cool just because of those two ladies Kaiko san and Zina.)
And thanks to justme, for keep following me up. Further, I also noticed the Delta sent me a mail, after getting to know about it from DOT. FYI, delta never replied to my mail, sent to them directly, on this issue.

[Sam]

Some of the questions not answered earlier, for Justme:
1. I never visited St. Lucia, nor was it in any way, connected with my trip.
2. The problem started when at Newark we were checking it, at 4 counters, having one printer attached with it. So, someone from one of the four guys checking in, was destined for St. Lucia, and his baggage tags came out, exactly after my own baggage tags were pressed for printing. The guys from Delta did not verify anything, and put the other guys' tags on my baggage and gave me back the counterparts of those 2 tags. This was only discovered after I reached STL. So, the crux of the problem is having one printer for 4 checking counters.

[justme]

Sam, glad to hear you got your bags back! Sorry it was such a pain!