FlyingDoc From United States of America, joined Oct 2004, 86 posts, RR: 0 Posted (7 years 1 week 4 days 5 hours ago) and read 1352 times:
Flew DL today, they have lost or as they say "delayed" my luggage. My itinerary was international, although the bag was lost on the domestic leg (I had my bag in customs and rechecked with DL personnel in CVG). I did a search on baggage delay this evening and came across this interesting story about DL performance in September DOT reports:
Turns out that DL and their commuter lines have high mishandled luggage rates, as well as poor performance compared to their peers in a number of other categories in Sept 2006 DOT reporting.
My $0.02: Looks like they are concentrating on the financial end (and looks like they are having some early success), but operations (at least those measured in these DOT stats) seem to be suffering badly compared to peers. And ultimately, that will hurt the financial end as well. For example, I am PM on DL and have been various levels of Medallion on DL for several years, but I must say that I am considering whether to change carriers for the coming year. Not just over my lost bag today, but over what has been in my view deteriorating customer service over the past couple of years.
Jumpseat70 From , joined Dec 1969, posts, RR: Reply 1, posted (7 years 1 week 3 days 20 hours ago) and read 1257 times:
As a Delta employee, I can assure you we are well aware of these stats. We are working to improve on them daily. I am not sure that the reporter was totally correct in all that they said and I do not wish to get into a statistical screaming match. Suffice it to say, that we as an airline are very cognisant of our problems.
I apoloqize for your bag being misplaced. I am sure you will have it soon. This particular incident happens when an International bag leaves customs to late to make the domestic flight.
Understaffing may have alittle to do with this, plus a holiday work staff.
As a PM, you know the perks of Delta all to well. I hope you don't leave us, but if you do we'll miss you.
FlyingDoc From United States of America, joined Oct 2004, 86 posts, RR: 0 Reply 2, posted (7 years 1 week 3 days 3 hours ago) and read 1103 times:
Thanks for your note. Honestly the people that I deal with on the front lines of Delta have always been just excellent. Of course, as a customer, I don't know the inner workings, but your mention of understaffing seems to me to make a great deal of sense. I also know that at my local airport, the staff turnover in the past few months seems to be very high. There are different people at the ticket counter and the gates quite often (I fly out of a medium size station and used to actually know some of the ticket counter people by name.)
About my bag: It was found today and flown to my home airport. The delivery company has not yet delivered it, but I am told that it is here. So, I'm sure it will get to me. The situation at the airport after my flight though, was pretty bad. There were about a dozen people who did not get their bags on this flight. The flight went off on time, the weather was fine, etc. My bag was "rechecked" after customs 1.5 hours before the domestic leg, so I think there should have been time to get it on the plane. I don't know why so many people has delayed bags on this flight. The line at the baggage office was long and there was one person working there. She said that she was new; she tried calling the supervisor for help, but could not find the supervisor using her radio or phone. She then sent some of us to the ticket counter, where the lady there said that they could not help us, we should be at the baggage office ("folks, this is the ticket counter, not the baggage office"). When we said that we had been sent from the baggage office, she then agreed to help us (no one was waiting to check in, they were just standing there). Anyway, the bag will be home soon.
Honestly, as a long time loyal DL customer, I have been pulliing for the company and have even been more loyal in the past couple of years, sometimes taking more expensive or less convenient flights. I've done it mostly because of the people at Delta. But if the customer service starts getting awful (as in this experience), customers will leave if there is a better option. I know DL has to cut costs, but if they cut so much that the essential services are understaffed or the turnover is so high, it isn't a good situation!
Jumpseat70 From , joined Dec 1969, posts, RR: Reply 4, posted (7 years 1 week 2 days 20 hours ago) and read 1040 times:
Well, let's see prior to 9/11 we had 85,000 employees, now we have under 45,000. The employees that left were some of our most senior and most knowledgeable. We didn't lose that many flights, so the workload remained the same. However, we are technologically advanced, so I think the company imagines that we can do more with less. The problem is, Baggage service, requires so much more than technology. It requires sanity, which does not always stay around for very long in a baggage service office. As a medallion, you can call on the baggage service telephone number and make a claim if the passenger line goes on forever. You never need to talk to a human at the airport. All we need is the information to deliver your bag. Your bag will eventually arrive and we will send it to you. It's that simple. But when you are exhausted after a long, international trip nothing is simple.
Yesterday, we "misplaced" a man's rifle, given to him by his grandfather that he was going to use with nine other gentlemen for a weekend of hunting. They were preparing to make a 4 hour drive to their Lodge. He was very sweet about it even though I knew he was raging inside. I was confident that the rifle had missed due to the size of the rifle case and the number of bags on the plane. The plane couldn't hold anymore bags and the ramp made a conscious decision to put it on the next flight so it wouldn't be damaged by shoving it in the bin.
The man went to eat on Delta's dime. When the rifle did appear after 2 hours, on the next flight, as I thought it would, He was delighted! I was ecstatic. Believe me we care about every bag that is lost. It tears at our hearts because we imagine every little scenario that is attached to that bag.
Stay with us, we're working on all of this. I know the staffing is changing constantly. This job is harder everyday. There are some that stay though. The resilient ones. The ones that love to see you smile when we solve your problems. Thanks for your business.