[jimworcs]

You are putting words into my mouth again and I DO NOT LIKE IT.

I didn't put words in your mouth, when I quote you I use quote marks. In this case, I specifically said..

the implication of PHX's response is "it's your own fault"

in other words, I was specific in stating that it was not your own words, but the implication of your words.

I am not an attorney, but thanks. I am British so what? It is not legitimate for me to have an opinion about the service provided by US Airlines? I make no claim to be an expert on US Airlines, but I have experienced their "service" and am as free to comment on that as the next man. I also have commented on my experiences on European airlines both here and in other forums such as Skytrax.

You didn't answer the fundamental question. Why do you think it is legitimate for an airline to have terms and conditions which negate the very service the customer has purchased? Why should a customer have to pay other providers charges and fees (such as FedEx) to provide a service, on the assumption that the airline will fail to deliver?

You make comparisons here which are totally non comparable. You are a frequent flyer with friends in high places in the airline industry. This customer is a dancer auditioning for work. It is nice that you, from your lofty perch, can afford to pay extra to get FedEx to send your luggage ahead; but not everyone is in such a comfortable position. The vast majority of people don't have the means to do so, and instead just have a simple expectation. That expectation is that the service provider will make a reasonable effort to deliver the service paid for. Delta failed to do this. The reason the customer incurred the excessive phone charges was because of Delta's failure to deliver the service paid for. I think her costs are consequential damages and should, at least morally, be paid.