I flew from Seattle to Algeria on abusiness trip. On this trip I had to make conventional reservations to fly fromSeattle to Montreal. On an entirely SEPARATE Itinerary, I was to use prearranged e-tickets on AirAlgerie between Montreal and Algeria. Theflights from Seattle to Montrealwere coach, and from Montreal to Algeria wasbusiness class.
I had one suitcase and one catalog case (with aircraftmanuals). Delta charged excess baggage for the second bag, as well asoverweight baggage for the catalog case. I was told that the regular excess baggage and overweight charge was$150. I was also told that I would have to pay an additional $55 to transferthe bags directly to Air Algerie and eliminate the need for me to collect thebags and bring them through customs in Montreal. The total cost was $205.
When I arrived in Montreal, I went to check in at Air Algerie and asked if my bags had been transferredyet. They informed me that NO bags are transferred for international flights inMontreal and Iwould have to contact customs to collect my bags so I could bring them to checkin at the Air Algerie ticket counter Keep in mind, I was already throughcustoms and immigration, and outside of the secure area of the airport.in other words, Delta charged for a servicethat was not performed, and COULD NOT be performed. Delta ignored several online complaints, and even completelyDENIED they made any charges when I called them. When I complained through my company's travel department, Delta responded and offered me a $50 voucher. I said this was unacceptable, because they charged me $55 for a service that was not performed, and could notbe performed (transfer baggage from Delta to Air Algerie in Montreal). I have inserted the messages between a representative ofDelta Airlines and myself: DELTA AIRLINES TO ME""I do apologize for any misunderstanding regarding the$55 additional charge. The agent wasincorrect in stating that it was a transfer fee. It was actually the following as stated fromcustomer care: We do have a baggage agreement with Air Algerie and thecharge for bags weighing 51-70 lbs. Is $150 for international travel. When paid at the airport, the fee for asecond bag is $55 for international travel so he was charged correctly. The PDR shows the following entry: SSRXBAGDLHK2*FOSTER/NEILPHILIP*SEAJFKYUL150.00EBC/TTL150.00USDSSRXBAGDLHK2*FOSTER/NEILPHILIP*SEAJFKYUL 2 PIECESSSRXBAGDLHK2*FOSTER/NEILPHILIP*SEAJFK205.00EBC/TTL205.00USDWe will be addressing this with the station to make surethey are more clear with our travelers so that there is no miscommunication ontheir part that is any way confusing. Customer care sent the voucher because they felt that it would offsetyour inconvenience. However, I amprepared to do more than that as we value you and our relationship withBoeing. As I am unable to refund this, Iam prepared to offer you an additional transportation credit voucher that canbe used for personal use in the amount of $300. My offer of depositing 5000 sky miles into your account still stands aswell. If you provide me your sky milesnumber I will make sure this is posted. Please advise at your convenience. Have a good evening. According to this response, the ENTIRE $205 charge wasbecause the bags were being transferred to Air Algerie for an internationalflight. However, the leg from Montreal to Algiers was NOT on thesame itinerary as the Delta flights, and NO TRANSFER OF BAGGAGE OCCURREDBETWEEN DELTA AND AIR ALGERIE, DELTA DID NOT ISSUE TICKETS ON BEHALF OF AIR ALGERIE. Additionally, the Air Algerie flight wasBusiness Class, thus there should be NO baggage fees. THIS IS MY RESPONSE TO DELTA: "As stated in the previous message (just sent), I flewBusiness Class on Air Algerie, thus there should have been NO baggage charge atall... Your ticket agent DID know this when I told her I was going to Algeria. However, I would also like to know how you could get away with charging mebaggage for Air Algerie when I had to pick up my baggage in Montreal, then go through a COMPLETE CHECK INat Air Algerie's ticket counter? In fact, it was even more of a hassle that that. Because ofincorrect information, because I did not find that the bags DON'T transferuntil I cleared customs and immigration in Canada and tried to check in at theAir Algerie counter. Because of this, I had to go BACK through customs andsecurity to get my bags. Additionally, the Air Algerie flight was not even on myitinerary, or in your system in any way. The ONLY reason that your ticket agentknew I was going on to Algeriawas because I TOLD HER. According the latest explanation you provided, THE ENTIRE$205 CHARGE is fraudulent, as NO bags were transferred from Delta to AirAlgerie.incidentally, my colleagues who also had to fly to Montreal to go to AirAlgerie were not charged ANY baggage fee by United (since Air Algerie wasBusiness Class). On my return trip, Air Canada chargedme $25 for ONE excess bag (and said I did not have to pay for the overweightbag when I paid for the second bag)."DELTA'S RESPONSE WAS: "The charges were for the Delta flights, not for theother carriers. Each airline does havedifferent fees that are charged and I am sorry you feel you were in any waycharged inappropriately. I have forwardedyour complaint on to the station for review. If you decide that the compensation offered is agreeable, I will forwardyou a $300 credit voucher for your future use. Once again, the Delta rep COMPLETELY ignored the point thatthere was NO interaction between Delta and Air Algerie. I had to pick up mybags and RE-CHECK them with Air Algerie in Montreal. Air Algerie ticket agents removedthe Delta routing tags and replaced them with Air Algerie routing tags. THIS WAS MY LAST RESPONSE THAT HAS NOT BEEN ACKNOWLEDGED: "You have completely missed the point. You keepclaiming that this is a fee charged by Delta due to an "agreement"with Air Algerie. HOWEVER as far as Delta was concerned, I was going to Montreal. There was NOINTERACTION between Delta and Air Algerie in any way, shape or form. Delta Airlines charged me for a service thatCOULD NOT BE PROVIDED, and was not provided. When in Montreal, I had tocollect my luggage at baggage claim, LEAVE THE SECURITY AREA, go throughcustoms and immigration, then check in at Air Algerie's ticket counter justlike any LOCAL passenger who departs from Montreal Airport. The air algerie ticket agent removed the delta routing tag, and put an airalgerie routing tag on my bags. There was no connection whatsoever betweendelta and air algerie, yet delta charged me $205. If I charged $205 to perform a service, took your money andleft, you would call the police and charge me with robbery, or at least fraud. This is EXACTLY what Delta Airlines did to me. "The Delta rep has since IGNORED all other responses.
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