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To Whom It May Concern:

On March 3, 2008 I returned from Lima, Peru to Houston, TX. Flight 274.
The flight was suppose to depart at 11:18 pm and it departed at 6:00 am, my brother and me were sitting at the airport with my three year old child for about 9 hours, I asked Delta management about accommodations and I was told there was not any and she also told me if I had any complaints to do it in Houston, TX.
We made a connection flight in Atlanta, GA, when I picked up my luggage to take them to the connecting flight, I realized one of my bags was very light, I opened it and some of my belongings were missing, I advised the above to a Delta representative and I was told to go to loss baggage in Houston, TX.
When we arrived to Houston my child was very tired, the following day he was very sick, I call the pediatrician and had to take him in twice that week, the second time I took him in the pediatrician told me I needed to see a doctor soon, I got very sick also, the following week my child had an accident and lost his three front teeth, unfortunately I did not have the chance to call about my missing belongings, they are telling me there is nothing they can do about that.
All I am asking is to recover my belongings.

Sincerely,

Catherine


The following is all the correspondence between Delta representative and myself:
First email was sent by me on March 05, 2008.

Dear Mrs. Hanchi,
Thank you for your most recent e-mail. We regret your continued displeasure with our previous responses.We realize the situations you encountered left a very negative impression. As you requested, we have again reviewed the matter to seeif we overlooked anything that might support a more favorable conclusion. Unfortunately, there is nothing we can add to what has already been stated in our previous correspondence. Thank you for the opportunity to give this matter our final review. Anyadditional correspondence will be kept on file.
Sincerely,
Marc M. Quinn
Manager
Customer CareOriginal Message Follows:------------------------

To whom it may concern,
I was not aware of the time limit on contacting the Baggage Service, I was not told it was only seven days, I have been taking care of my child, he had bronchitis due to the long wait at the airport in Lima, Peru and then he had an accident and broke his three front teeth, I hopeyou understand that it more important to me and have not have a chance to sit by my computer or stay on the phone for a while until now, I cansend you prove of doctors visits, medicines purchase for my son and me and Emergency room visit for my son.Please help me, I called Baggage Service and explained the situation andI was advise there was nothing they could do and to call customer service. I could send you some receipts for the some of the stuff I gota Ruana (poncho), shirts and souvenirs that was missing, I do not have receipts for 2 pairs of jeans, a couple of shirts and a black jacket. I do believe my brother ,my son and I went thru a lot during this trip. Please help me resolve this matter.
Thanks,
Catherine Hanchi
Customer Care <customer-care@delta.com> wrote:
Dear Mrs. Hanchi,
Thank you for your additional comments concerning our recent exchange ofe-mails. We try to be responsive when any problem is brought to our attention, and we regret you are disappointed with our reply. The airline industry is very competitive, and the support of our customers is important to the lasting success of our company. Our goal is to consistently provide a quality product, and we are sorry we did not meet your expectations.As advised in the previous e-mail, it will be necessary for you to contact our Baggage Service Center at 800-325-8224 between the hours of6:00 a.m.-2:00 a.m. Eastern Standard Time. Again, thank you for writing. We appreciate your selection of Delta andwill always welcome the opportunity to be of service.
Sincerely,
Irene M. Roberts
ManagerCustomer CareOriginal Message Follows:------------------------

Dear Mr. Marc M. Quinn,I do understand all that, but since I have been back I have spent over $150.00 in prescription medicine and doctors visits between my child andI. I believe all this could have been avoided since I made a request toa Delta supervisor to take us to a hotel for the night and she refused.I have not been able to call for the stuff missing from my luggage, because I been taking care of my child.My brother is also very disappointed since he was the one to convince meto use Delta.Thanks,Catherine HanchiCustomer Care wrote:
Dear Mrs. Hanchi,
Thank you for your e-mail describing your and your child's recent experience with Delta and our Delta Connection partner, SkyWestAirlines. We regret the circumstances you described and appreciate yourtaking the time to share the details.Our passengers time is valuable, and operating on schedule is equally important to us. However, in the process of operating scheduled serviceover many different routes each day, occasional mechanical malfunctions,adverse weather, and other interruptions to routine performance plans are unavoidable. These are situations faced by all airlines and no air carrier can guarantee that all flights will depart or arrive on schedule. Nevertheless, we are sorry you and your child were inconvenienced.Our airport representatives should always do all possible to make sure your traveling experience is pleasant. It doesn't sound like you received the benefit of the cheerful, friendly service we strive to offer, and we regret this situation made your trip less enjoyable.We also realize the importance of receiving your luggage promptly and inthe same condition as when it was checked into our care. Constant emphasis is placed on this aspect of our service, and we are making every effort to bring about improvements. Our people should be responsive when something like this happens, and I regret that we did not do a very good job in this case. A copy of your comments has been sent to the team that handles these types of reports. If you wish, you may also contact our Baggage Service Center at 800-325-8224 between the hours of 6:00 a.m.-2:00 a.m. Eastern Standard Time.Please accept our apology for the unfavorable impression you received inthis instance. We appreciate your selection of Delta and will always consider it a privilege to be of service.Sincerely,Marc M. QuinnManagerCustomer CareOriginal Message Follows:------------------------PERSONAL INFORMATION:Name: Mrs Catherine HanchiEmail Address : catherineh07@yahoo.comSkyMiles Number: COMMENT DETAILS:Email about Past/Future travel: Current and FutureNature of Comment: Complaint ConcernEmail Pertaining to: Airport_ExperienceEmail about Other topic: Comments:To whom it may concern,I had the worst experience ever, I arrived to the airport in Lima, Peruat 9:00 pm, the plane was suppose to leave at 1:51 am, when we checked in we were told the plane would be leaving at 6:00 am, I was with my three year and my brother, I asked if there was any accommodations and they said There was nothing they can do, I requested to talk to a supervisor and she advised if I have any complains to do it in the US, when we arrived in Atlanta, I told them my experience and they said theycouldn't undo what happened in Lima, Peru, and they should have taken care of it over there, I agree with that, but they didn't and one of myconcerns right now is that I am on my way to the doctor, my child is running a fever and has a bad cough, this could have been avoid it, if the had giving us accommodations for the delay, we didn't even had a gateto go to until 3:00 am.And like that is not enough, my luggage was open and my stuff is missing.Would you like a reply to your e-mail?:yesFLIGHT 1:Flight Number : 274Date : March 3, 20Departure City : Lima, PeruTicket Number : 2342645259: