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DL Will Only Deliver Bags For US Citizens In SJO?  
User currently offlineJimbobjoe From United States of America, joined Oct 2001, 657 posts, RR: 0
Posted (5 years 5 months 3 weeks 6 days 5 hours ago) and read 4289 times:

My mother flew into SJO on Friday. The connection in ATL was quite short and she wasn't surprised that her luggage didn't make it.

Her account of this situation...

"When I stopped by the Delta counter I was told that they would try to bring me the luggage over but no guarantees because they don´t do that for Costarrican citizens. I looked at the man and woman, both locals, and stated that sounds like discrimination. They both basically bowed their heads and said nothing. I told the woman as I was leaving that if they didn´t deliver my luggage I´d never fly Delta again.

I think at first they didn´t realize I was traveling on a US passport. Because after telling me that they don´t have to do that for Costarricans the one guy asked if I lived in the US and asked me for an address, phone ·, etc. so I think at first they thought they were dealing with a full blooded Costarrican."

Thought that was a rather odd thing for them to say? Any comments? Is this true? Does DL only deliver luggage for US citizens in other countries? What may explain this situation?

19 replies: All unread, jump to last
 
User currently offlineAeroflot777 From Russia, joined Mar 2004, 3008 posts, RR: 27
Reply 1, posted (5 years 5 months 3 weeks 6 days 5 hours ago) and read 4204 times:

That does indeed sound very odd. Doesn't sound too believable either. Delta has misplaced my luggage plenty of times in Moscow as well as Kiev after connections both in JFK and ATL, and they have ALWAYS ensured my bags made it to my Moscow and Kiev apartments.

Aeroflot777


User currently offlineFlyASAGuy2005 From United States of America, joined exactly 7 years ago today! , 7004 posts, RR: 11
Reply 2, posted (5 years 5 months 3 weeks 6 days 5 hours ago) and read 4157 times:

I would imagien that something like that would be in the contract of carriage (or not; IDK). Sounds a bit odd to me at the very least. We had to deliver bags to plenty of locals in Mexico, Jamaica, etc.


What gets measured gets done.
User currently offlineDispatchguy From United States of America, joined Jan 2006, 1249 posts, RR: 2
Reply 3, posted (5 years 5 months 3 weeks 5 days 16 hours ago) and read 3765 times:

Could also be a rule from the delivery company - that for whatever reason, THEY wont deliver to anyone other than a US citizen, since I highly doubt it would be a station agent dropping your luggage off at where you are at - they have flights to work.

I know that DL wont pay for a delivery if you were traveling on a nonrev ticket, but beyond that, I have always been under the impression that an airline would deliver to anyone, regardless of race - but in different countries, different rules apply, so......



Nobody screws you better than an airline job!
User currently offlineVgnAtl747 From United States of America, joined Apr 2001, 1514 posts, RR: 2
Reply 4, posted (5 years 5 months 3 weeks 5 days 15 hours ago) and read 3686 times:

Sounds like BS to me. The only times I know of that DL won't deliver your bag is if you're traveling on any type of non-rev ticket, including a buddy pass.

I haven't reviewed the contract of carriage since I worked for DL a few years ago, but I'd imagine the airline has an obligation to return any misplaced luggage to any customer regardless of your citizenship.



Work Hard. Fly Right. Continental Airlines
User currently offlinePilotboi From United States of America, joined Sep 2007, 2366 posts, RR: 9
Reply 5, posted (5 years 5 months 3 weeks 5 days 14 hours ago) and read 3575 times:



Quoting Jimbobjoe (Thread starter):
I told the woman as I was leaving that if they didn´t deliver my luggage I´d never fly Delta again.

Please, don't be one of those people that says stuff like that. Do you really think that makes them just go "ohhh, okay, we'll do what you want then"? Get over yourself.

I'm all for giving the best service possible to my airline's customers. But if you decide not to fly my airline because of a policy they have set, then so be it. It's not going to change my mind and make me do what you want me to do. All it does is makes you look like an a$$ (note: I'm not calling the OP this, I'm just saying in general).


User currently offlineDavehammer From United Kingdom, joined Nov 2007, 472 posts, RR: 0
Reply 6, posted (5 years 5 months 3 weeks 5 days 13 hours ago) and read 3508 times:

Sounds very strange that an airline such as DL with a fair size international network would employ such a policy, I'd imagine this would have caused waves if it was true.

User currently offlineAM744 From Mexico, joined Jun 2001, 1779 posts, RR: 0
Reply 7, posted (5 years 5 months 3 weeks 5 days 13 hours ago) and read 3457 times:

I hope it's not true and the workers lacked training and came up with that apparently phony explanation. Wouldn't it be more demanding to sort luggage by passenger nationality rather than sending or not sending ALL the baggage? And, at the end of the day, a passenger is a passenger regardless of nationality. If anything, a Costarrican passenger returning home would need it's luggage more than a tourist visiting for a couple of days.

User currently offlineIliriBDL From Germany, joined May 2007, 1205 posts, RR: 14
Reply 8, posted (5 years 5 months 3 weeks 5 days 12 hours ago) and read 3413 times:



Quoting VgnAtl747 (Reply 4):
Sounds like BS to me. The only times I know of that DL won't deliver your bag is if you're traveling on any type of non-rev ticket, including a buddy pass.

Exactly, only if you're non-rev positive (training, business) then the bags will be delivered. Otherwise they'll be held at the baggage office until the non-rev comes to get them.



delta.com
User currently offlineDLX737200 From United States of America, joined May 2001, 1911 posts, RR: 19
Reply 9, posted (5 years 5 months 3 weeks 5 days 12 hours ago) and read 3347 times:



Quoting Jimbobjoe (Thread starter):
I told the woman as I was leaving that if they didn´t deliver my luggage I´d never fly Delta again.

Give me a break. Why do people who say this kind of thing think it will change the actions of airline CSAs? Do you think they set the rules? NO, they don't!!! If you're going to threaten anyone with flying on another airline you need to write a letter an threaten high up people who actually make these rules. Threatening the $10 an hour worker is just stupid.

Quoting Pilotboi (Reply 5):
Get over yourself.

Amen!


User currently offlineBennett123 From United Kingdom, joined Aug 2004, 7615 posts, RR: 3
Reply 10, posted (5 years 5 months 3 weeks 5 days 12 hours ago) and read 3324 times:

Not sure whether OP has contacted Delta to query this or checked T & C.

User currently offlineEghansen From , joined Dec 1969, posts, RR:
Reply 11, posted (5 years 5 months 3 weeks 5 days 12 hours ago) and read 3299 times:

I doubt it has anything to do with Delta at all.

All luggage coming into a country must clear customs in that country. It is up to the customs officials to decide if they will clear a bag without the owner being present or not.

When I worked for Continental in IAH, we always had problems with delayed luggage from international arrivals. Sometimes when the bag finally arrived, the customs officials would get their back up and refuse to release the bag without the owner physically there. Sometimes they were willing to. It was always up to them.

We also had problems with international connections. When a person flies from London to Mexico City connecting in IAH, the luggage must clear customs in the US even if it is in transit. If the bag arrived on a different flight, the person would be gone and Customs decided whether the bag could continue on to Mexico City on the next flight or not. Customs was not always very cooperative. If there are taxes to be paid or declarations to be made on luggage, the customs officials would require the person to appear in person.

They may be more lenient on the rules regarding US tourists than Costa Rican citizens in Costa Rica. It is not uncommon when I travel to see US citizens subjected to only a cursory search while citizens of that country are searched vigorously.


User currently offlineAtomsareenough From United States of America, joined Feb 2008, 566 posts, RR: 2
Reply 12, posted (5 years 5 months 3 weeks 5 days 10 hours ago) and read 3151 times:



Quoting Pilotboi (Reply 5):

Please, don't be one of those people that says stuff like that. Do you really think that makes them just go "ohhh, okay, we'll do what you want then"? Get over yourself.

I'm all for giving the best service possible to my airline's customers. But if you decide not to fly my airline because of a policy they have set, then so be it. It's not going to change my mind and make me do what you want me to do. All it does is makes you look like an a$$ (note: I'm not calling the OP this, I'm just saying in general).

I sympathize with what you're saying, and where you're coming from. I'm sure there are plenty of people who don't hesitate to make that threat over the slightest inconvenience, which must be highly annoying and is probably disingenuous anyway a lot of the time. But there are definitely times where a passenger feels like they have to draw the line, where a policy may be so asinine or unfair, or where they've been lied to repeatedly by airline employees, or enough mishaps have occurred to where the passenger feels honestly mistreated, and I don't think there's anything wrong with telling the airline representative that, "You know, someone needs to step up and make things right with me or I'm not going to fly your airline anymore."

Now, maybe you airline people hear it all the time so when people threaten not to fly you anymore, it loses its effect, but it seems to me that "get over yourself" is exactly the wrong attitude to have. Obviously, millions of people fly on each major carrier and if they lose any single individual customer, it's not going really going to make a dent in the bottom line, but unless the passenger is being really unreasonable in what they're asking for, that's not what customer service should be about. Personally, I've taken my share of trips where the airline I was flying (not DL in my case) seemed completely inept and incompetent and apathetic and the whole experience was a fiasco. And while I didn't make any threats, I have never flown on those airlines since, and it will be a long long time before I am willing to give them another shot. Anyway, I think that in customer service, sometimes (not every time mind you, but sometimes), you have to bend the rules when it's appropriate and reasonable, regardless of what the stated policy is, to keep your customer happy. They're policies, not laws. In the case of the OP's story, if that actually is the policy, it's a very poor one and it should be fixed.


User currently offlinePilotboi From United States of America, joined Sep 2007, 2366 posts, RR: 9
Reply 13, posted (5 years 5 months 3 weeks 5 days 2 hours ago) and read 2965 times:



Quoting Atomsareenough (Reply 12):
Now, maybe you airline people hear it all the time so when people threaten not to fly you anymore, it loses its effect,

Exactly.

Quoting Atomsareenough (Reply 12):
but it seems to me that "get over yourself" is exactly the wrong attitude to have.

It may be in some situations, but I think based on what the OP said...since it sounded like the only problem they had was with this bag, and nothing else went wrong...that it was unnecessary to make a "threat" like that.

Quoting Atomsareenough (Reply 12):
I don't think there's anything wrong with telling the airline representative that, "You know, someone needs to step up and make things right with me or I'm not going to fly your airline anymore."

As long as it's not said in a tone where it's clear they are just saying it to try and get their way and possibly override a policy.


User currently offlineJimbobjoe From United States of America, joined Oct 2001, 657 posts, RR: 0
Reply 14, posted (5 years 5 months 3 weeks 5 days ago) and read 2842 times:



Quoting Pilotboi (Reply 13):
since it sounded like the only problem they had was with this bag, and nothing else went wrong...that it was unnecessary to make a "threat" like that.

OP here. I don't agree with my mother's threat, and I agree with the other posters here that it was unnecessary, and made to an employee who is just trying to make a living.

For what it's worth, her threat was made not because of the bag (which she got delivered anyway) but because she perceived Delta as discriminating against Costa Rican citizens. (Even though she's an American now, as a native of Costa Rica, that would rub her the wrong way.)

I hope others have something to add to this, but I suspect Eghansen is on the right track in reply 11. I could see Costa Rican customs approving foreign citizens bags without them there and being assholes about Costa Rican bags.


User currently offlineCubsrule From United States of America, joined May 2004, 23029 posts, RR: 20
Reply 15, posted (5 years 5 months 3 weeks 4 days 23 hours ago) and read 2813 times:



Quoting Jimbobjoe (Reply 14):
I could see Costa Rican customs approving foreign citizens bags without them there and being assholes about Costa Rican bags.

 checkmark That's my guess too. In all of my travels in Latin America, I've never seen an American get harassed about the contents of a bag-- even in countries like Chile that are nominally pretty strict. I've seen Customs giving natives a hard time plenty of times.

Quoting Eghansen (Reply 11):
When a person flies from London to Mexico City connecting in IAH, the luggage must clear customs in the US even if it is in transit.

O/T, but does IAH not have ITI?



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineStar_world From Ireland, joined Jun 2001, 1234 posts, RR: 0
Reply 16, posted (5 years 5 months 3 weeks 4 days 22 hours ago) and read 2731 times:



Quoting Jimbobjoe (Reply 14):
OP here. I don't agree with my mother's threat, and I agree with the other posters here that it was unnecessary, and made to an employee who is just trying to make a living.

For what it's worth, her threat was made not because of the bag (which she got delivered anyway) but because she perceived Delta as discriminating against Costa Rican citizens. (Even though she's an American now, as a native of Costa Rica, that would rub her the wrong way.)

My only thought about the "threat" was that it is ineffective - I have zero sympathy for the employee in this situation so feeling guilty isn't a factor. I would have taken this far more seriously if the comment had been made to me, and ensured that one of these two outcomes occurred - either I would leave there with them agreeing to deliver the bag to me, or the station manager would personally hand me written evidence of this being their policy so that I could file a discrimination case with them the following day.


User currently offlineJimbobjoe From United States of America, joined Oct 2001, 657 posts, RR: 0
Reply 17, posted (5 years 5 months 3 weeks 4 days 21 hours ago) and read 2676 times:



Quoting Eghansen (Reply 11):
the customs officials would require the person to appear in person.

What would Continental do in that situation? Would they fly the individual back to Houston gratis?


User currently offlineVC2009 From Bahamas, joined May 2008, 5 posts, RR: 0
Reply 18, posted (5 years 5 months 3 weeks 4 days 5 hours ago) and read 2448 times:

I worked at the Airport in Nassau, the Bahamas, and all of the airlines - US, DL, CO, UP, AA, B6, etc will not deliver bags for persons who live in Nassau. This is because Bahamas
Customs will not clear the bags as there are likely items inside that are dutiable. I'm sure Costa Rica may have the same problem as do other countries in the world that rely on import duties. It is unfair to say DL has a policy of discrimination....sometimes you just don't get
the full story.


User currently offlineJimbobjoe From United States of America, joined Oct 2001, 657 posts, RR: 0
Reply 19, posted (5 years 5 months 3 weeks 4 days 3 hours ago) and read 2341 times:



Quoting VC2009 (Reply 18):
sometimes you just don't get
the full story.

Actually I just got an email from her. She did get the full story, but rejected at the time.

*sighs*


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