This is a copy of a letter I sent to Delta Cust. Service:
On Jan. 8 2008 I was flying with my wife and child from Atlanta, GA to Salt Lake City, UT Flight #1079. My trip originated from Ft. Lauderdale Int'l airport were I was not informed that I could check my stroller and car seat at the counter and was told to check the items at the gate. I flew from Ft. Lauderdale to Atlanta with no problems, the stroller was in working condition.
I then had the aformentioned connecting flight from Atlanta to Salt Lake and when I recieved my stroller back at Salt Lake City the front wheel had been broken and damaged. I was told to bring the stroller to an agent in the Baggage service center in Sacramento and that I would be reimbursed for it.
When I arrived at Sacramento, they intially told me that Delta was not liable for the damage to the stroller because they don't cover wheel damage, then it was because I had checked the stroller at the gate. After telling the agent that this was unacceptable, I had to wait for over 45 minutes for Terrance the supervisor so I could explain the situation to him. He was very professional and pleasant and filed the claim for us stating that Delta was responsible for the damage and that I would recieve a call within the next couple of days regarding the status.
I had not recieved a call from Delta so at 6:15 pm Jan 10 I called and spoke to a representative that told me I would have to wait two weeks to receive notification as to wether the claim would be approved. I find it hard to believe that a company of your stature would take so long to notify me of something that your company was responsible for and on top of that your agents had the audacity to say that Delta cannot be held responsible for the damage to my stroller.
If this really is your policy, it is absoulutely ridiculous. First off, I never signed or was told of this policy, secondly how can your company not be held liable for something that was damaged by one of your employees. I will contact every news station in Sacramento so that your company could be exposed on the air for your lack of customer service, in addition to that this story will be posted on various sites throughout the web. Hopefully your company will realize what customer service really means, especially for something that was YOUR fault.
Sincerely,
Cesar R
This is a corporation at it's worst. How could you even have the audacity to say you are not responsible for damging my property, especially a childs stroller when it was in perfect condition before I gave it to you? So apparently Delta airlines could destroy anything they want as long as it has not been checked at the counter, and I have to take it up the backside and not have a stroller to put my baby in when I go out, $230.00 down the drain because this airline has some asinine policy? This is ridiculous.
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