I see what the manager is saying and makes perfect sense! They can't watch every single passenger pick up his/her bag and double check with them the luggage they're grabbing belongs to them!
Jorge Gonzalez totally agree she kept saying the bag is here and made on the flight and people grad other people's by mistake it happens. I did grad someone's bag by mistake many years ago and didn't realize until I got back home!
I think the Delta employee handled herself professionally.She was empathetic while also retaining control of the situation. If she was weak and let them run all over her she would have been arguing for hours about a situation that was out of her control.
i have to be honest she answered your question over and over again she could not magically make your bag appear. you have to listen. I hope they found your bags
She was very clear in what she was saying.... and had all the patients in the world with these, two... the only thing she was guilty of is not being able to give them the answer they wanted to hear. In a nutshell... the bag arrived to the Miami airport as promised... then another customer picked up said bag by mistake... aka lost baggage. File a claim and move on. #ShitHappens
Thats pretty heartless, she's getting mad at them for their stuff being missing lol regardless of why it's missing and the facts she may or may not be speaking, she could still be nicer, but she's banging on the table, glaring at them, demanding to speak... just ew. Now yes the luggage missing could be any reason in the fault of the airline or not. And yes arguing with her about the whereabouts of the luggage is futile (they are trying to catch the employee being at fault for claims purposes, of course). And for instance, some airlines and train companies will pay you the value worth your lost luggage. Also the guarantee is tbh misleading, Southwest Airlines had a viral tweet responding to lost luggage due to baggage arriving before/after the customer also known as l o s t. She's trying to blame it on theft, but it could very well be the airline lost track of the baggage and they need to find a better way to check out luggage. You can't just say "oh well" what if it was your stuff?
This is why I HATE checking bags altogether. There really is nothing the airline can do if passengers grab the incorrect bag, or worse, steal a bag because they see that no one is claiming it.
And thats the issue! Airlines need to create accountability. She's getting an attitude since there's nothing she can do about their lost luggage since she knows there's nothing she can do but really there's more accountability and organization and security that needs to occur with baggage _obviously!_
This poor Delta Manager had to keep repeating herself . They gave up the first flight an they got the bag to Florida . I feel someone else picked it up and walked off with an sadly that's reality an people suck . Hopefully the bag gets returned an they get all property returned .
That's a great customer service. It don't matter if your 1st class and should be treated as VIP....Come-on seriously! They need to wake-up and understand what the manager is telling them rather than talking nonsense.
How, after 5 times of Toni telling you that your bag is/was at Miami airport, did you not understand?! And, that was absolutely amazing customer service! I don't know why you posted this saying that it was bad; hopefully Toni got a promotion for putting up with your pettiness and deafness! 😨 And, my dad is retired Delta. We've had our bags go missing before. You're not special. It can happen to anyone! (But, we sure as hell didn't make a damn scene about it; we dealt with it, and acted like adults- even though my brothers and I were little at the time. We knew how to behave!)
I understand how frustrating it is to not have your luggage through no fault of your own but this lady was professional and polite explaining what she could do for you. She is not allowed to break the rules for anyone because it would be putting her job at risk.
it was good customer service. u volunteered to take a later flight. Delta is not responsible for ur luggage. that's they have claim forms if luggage is missing.
When I was coming back from Paris to NYC (on Air France, which is a SkyTeam Airline member with Delta) a couple of years ago, my partner accidentally picked up an exact replica of our bag that wasn't our bag from the baggage carousel at JFK. When we landed back in California, got our bags home and unpacked, we realized we had someone else's bag. It HAPPENS. This is a similar situation -- and the Manager in this video is correct, we had our actual bag flown back to us on a Delta flight from JFK to Oakland, and we picked it up at the Oakland airport two days later, and surrendered the other bag. What these people are not understanding is that they feel since they are first class passengers that they should have their luggage personally delivered to them once the other person realizes they have the wrong bag but there is not a delivery service -- you must come get your bag AT THE AIRPORT! Whether you are Skypriority, Diamond, Platinum or Gold Medallion, flying First Class, Business, Premium Economy or Economy -- it doesn't matter, everyone picks up their baggage the SAME EXACT WAY. However, no one came up with the brilliant idea of having the bag put on a flight to Key West from Miami, so they could pick it up where they are vacationing. That's what I would have done. And the Manager was correct about another thing: in NYC, the Port Authority does have agents at Newark, LaGuardia and JFK checking people's luggage tags against their baggage claim numbers to make sure people are leaving with the correct luggage, but it is incredibly RANDOM, otherwise they would have let us know we were leaving with the wrong bag, and that clearly didn't happen. We even did a complete luggage and terminal transfer because we were going from International to Domestic AND switching airlines from Air France to Virgin America. The moral of the story is: do something distinictive to mark your bag that sets it apart from the thousands of others like it.
Analise Soraya Don’t be a bitch. It was a situation and it HAPPENS. We didn’t actually have a name tag on the bag, because it was an extra bag we’d purchased while traveling in Italy. What I INTENSELY dislike these days is people who DO NOT EVEN KNOW each other calling each other idiots or assholes or whatever online. It was a stupid situation, but it HAPPENS. What you do to resolve it is what REALLY matters.
Ben Schaeffer you may not have had a tag but the airline tags your bag with your name on it. Nowx the only whining bitch I see here is you. Stupid mistake
You know what Analise? Go fuck yourself. People who treat people the way you do without even knowing them is what's wrong with the world today. You don't even know me, and you have now called me an idiot, and now a whining bitch. Ignorant.
To the lady who lost her bag. Every bag gets a barcode tag. Within those barcode tags, is a a tracking tag. The bag is scanned when it is pending print out, another is performed when its printed. Again when its sent to the bag room, when it reaches the belt onloading, takes off from the departing city, when it lands, it scanned again, and then when its coming from the bag room. Its really hard to lose a bag. If its not on the ramp, and its been scanned, that means some moron has taken your bag.
This is not bad customer service, this is a luggage claim mixup and stupid clients. This employee can't do anything if some other passanger has taken their bag. These customers are just stupid.
Sorry about your bags as I can imagine that had to be a nightmare, but I don't see this as bad customer service. On the managers part, or the counter worker. She was a little firm, but thorough with her explanations.
We are responsible for looking out for our own luggage when it passes through. If we personalize our baggage to where we recognize it easily, it helps alot.
The bag should have never went on the carousel. It should have been taken directly to the luggage office and held there waiting for their flight to arrive.
Cam Ross Unless Delta has an organized system in place on how they store luggage, I don’t see that likely. Ramp agents I’ve seen stack luggage randomly. So I would find it hard to believe, within that ruckus, they would be able to track down their luggage once it arrived to MIA. Especially since, at the last minute, volunteered to stay behind for another flight. I would understand, if while at the check in desk, they had to do that. Because then they could just mark it to be held at baggage services. They were only promised that their bags would make it to MIA. What Delta can’t promise, is that their bag wouldn’t be mistakenly grabbed amongst all the other bags coming out of the carousel. What they should do next time is just get insurance for their luggage, or make a better judgement call, regarding bag separation.
Sounds to me like you should NEVER give up your seat, take a voucher and take another flight. Even to "help out a family..." Ticket counters BEG passengers to do this ALL the time, because the overbook flights. But, they DON'T tell passengers that IF they do this, it "voluntary separation" from your bag and if it's lost, too bad. You may have to travel back to another state, just to pick up your lost bag. Bottom line, do NOT give up your seat, even when they make a heartfelt plea.
Randy Porter THANK YOU. It’s astonishing how people don’t realize that they guilt passengers into giving up their seat only to find that their bags were lost when they arrived at a later time at the destination. People here are so quick to say “omg she handled that so professionally, it’s the customers fault”. It’s really not their fault. They were given the impression they were going to arrive to their bag after being guilted into taking a later flight. Naturally enough, they brush off their hands claiming they have no responsibility for those actions. Unbelievable
I’ve had my luggage lost by Delta also and they brought my luggage the day after they delivered it to my house yea I know how inconvenient. There good for that .
If Delta guaranteed the bag would be there they should have; a) Messaged ahead with the bag tag numbers and get an employee to put the bags aside at destination. 2 minute call or short text. These are 1st class passengers. b) bend over backwards to find the bag. c) If similar bags were left behind check with those passengers ASAP to see if they had taken the wrong bag. I travel with KLM in Europe and Asia business class. There are competing airlines and therefore customer service is great. American airlines have a monopoly and have overbooked seats hence poor service. They just don't care.
The bag arrived in Miami, all bags look alike, it seems another passenger picked up the bag. The manager even said she went out on the ramp to see if she could find your bag looking in carts. The bag made it to miami, and the employees did everything in their power to try and locate the bag. Delta got the bag to Miami, and it made it to the carousel, however, the bag was picked up by another passenger. After all passengers have claimed bags, the agent then goes to the carousel and takes the remaining bags from the carousel and leaves them in the office. The agent did what they were supposed to do. You can't blame the airline if another passenger picked up someone else bag.
It is my understanding that the airline employees THEORY was that someone else picked up the wrong bag. The bag was later found and eventually arrived in Miami. There are protocols in place to enable an airline to mark and tag bags for priority clearance and reception, at least there are in Europe maybe all American based airlines need to catch up with their tech and customer service. American airline companies have a 'captive' customer base due to high demand and treat even first class passengers like shit. In the rest of the world first class passengers are treated like royalty. Let's not forget these particular passengers did the airline a favour for covering up their overbooking and agreed to take a later flight. There were ASSURED that their bags would be in Miami, they quite rightly assumed that the airline would use priority luggage protocols to protect and secure their bags. Lastly the airline employees attitude was rude, offhand and laisse faire. Don't try and defend the inept and indefensible Even business class passengers get their overdue or last bags delivered to destination and compensation paid. I suggest you refrain from replying and be thought a fool than speak again and confirm it. You're muted.
@@zgaviation6481 we all have opinions I regard yours as a bad take. I didn’t comment on the rudeness of staff only their lack of enterprise in doing their job
This entire comment section is insane..this is CLEARLY a customer service issue. Bad customer service doesnt just entail an employee being rude to a customer. In fact it involves ALOT more then that. This issue was left totally unresolved, leaving complient, frustrated and paying customers totally helpless on a vacation. The couple state they were "guaranteed" their baggage would be taken to the kiosk in the airport of their destination..So...when told that, then one would expect it to be so.. correct? If YOU were in that situation would you not expect your luggage to be at the kiosk after being told so? Whether their policy states they only guarantee its arrival to the airport or not has NOTHING to do with it.. As they were told it would be GUARANTEED to make it to the kiosk. You wouldnt naturally assume your bag may be taken by another person and never delivered to you. Especially while being 100% affirmed by an airline employee as you give up your seat.... That's not a logical thought that crosses anyones mind while in this situation..so let's get that out of the way.. The simple fact of the matter is that the bags should have NEVER went on the carousel.for others to touch if this was the case. The company should take the utmost precautions to these special scenario customers to make damn well sure their luggage makes it without issue. ORR.. here's an idea.. STOP FUCKING OVERBOOKING FLIGHTS. Otherwise its quite simple that you don't fucking guarantee them it'll make it. I understand what the Delta agents were saying..and they were, in a way, professional..but it is still bad customer service. They were not condescending or rude, ill give them that. But guaranteeing a paying customer a service and then pretty much being like "meh shit happens, we can't watch every bag" is downright unacceptable. It is almost NO different then ordering something online..the company telling you it will surely arrive at your doorstep..and then it never does. You'd be upset, correct? Well these people are on vacation..they gave up their seat as a kind gesture..and werent told before hand their bags will remain on the current flight..And after finding out this information and trying to back out, they were told its to late and they have already been moved to another flight. but to rest easy as their bags will be safe and will 100% (which is what GUARANTEED means) make it to the kiosk in Miami. GOOD customer service (which so many of you claim to think this is for some reason) would have delivered their bags directly to the hotel or resort once they were located. ORR, more likely, would have just paid enough attention to deliver the bags issue free from the get go. And if the bag was lost altogether then the company wouldve supplied them with enough money to buy necessities for their trip. As once the bags were left with employees of Delta to deliver..it should then be the companys responsibility to do so. And if not, then it should be CLEARLY expressed to the customer BEFORE they offer to volunteer to switch flights. THAT would be good service my friends. What this couple recieved instead is shameful..not even offering to deliver the damn bags if they were eventually found. Actually unbelievable..and sad that most people believe this to be "good" enough.
Delta does not have to deliver the bag to their hotel after a VOLUNTARY separation. It is CLEARLY laid out in the contract of carriage that each passenger agrees to when they buy a ticket. Don’t agree to the terms if you don’t like it 🤷♂️
The bag arrived couple hours earlier it should not have been out for the public to get to. This is not the main baggage pick up. You go to this area you show your ticket and they pull your bag from behind the counter....I've done it myself several times....there is not a ton of bags in this area it is for the individuals who were separated from their flight
Janice, how that works, is the bag is delivered via the carousel like a normal bag. Once the bag hasn't been claimed by any passengers, the agent then goes to the carousel and removes the remaining bags and take them to the baggage office. At that point, if there are any late arriving passengers, the bag must be identified like how you stated, but that is only after the bag hasn't been claimed from the carousel.
What the hell is wrong with everyone commenting here? I understand that you want to defend the employees but why won’t they at least offer to send the bag to them if they are able to get it back? I’m a customer service representative as well and I find it ridiculous that they won’t offer to send it to them if they find it as a curtesy even if it wasn’t deltas fault.
Delta airlines is named for the following acrynum: Don't Expect Luggage To Arrive They have literally shown what they stand for in this video so congrats!
Okay, I'm kind of in the middle here. I mean the lady was super polite but I mean it's not really the other lady's fault that Delta lost her bags. She was the one who checked them in on time and expected them to be on the same plane and be there when she arrived at her destination
Huh, never thought about the possibility that a customer could just pick up the wrong bag and then everyone is kind of SOL. I still don't get why you'd have to fly back to get the bag once they find it, seems like they could pick up the tab to ship it to you when they find it.
The airline would fly the bag back to the customers home airport, however, they will not deliver it to their home. They must return back to their airport to pick it up. Thats what that means.
Bags get lost all the time. The personnel were very sweet, cordial and professional. You need to realize that you are reacting to the issue. Throwing the I flew first class... get a grip, it's a few hundred bucks to fly first. Oh well! Next time fly to the keys instead! Someone probably took the bag. Too bad! Live and learn.
Someone picked up your bag. Next time put something colorful like a bandana or decoration so that someone else will be able to easily know it's not theirs who might have the same one.
They damaged my bag and gave me this form with a claim number on it. The number didn't work on their website and trying to call their repair facility was a joke. I don't like being on HOLD for a 1/2 hour. If their baggage handlers can't treat my belongings with care I won't fly with them again. Southwest never damages my bags. Should have stuck with them!
"Can't find the bag, not saying a passenger picked up the bag in error, ALL BAGS LOOK ALIKE......." every trip I have taken EVERY BAG is different, belt around the bag, ribbon, key chain, stickers, green bag, red bag, soft, hard, big, small, I can keep going on comments stating "good customer service" NO they LOST their luggage... that's the BAD customer service
the agent is correct it is known that people idiots do take other peoples luggage and that is probably what happened to her luggage. The luggage did make it to Miami,
the bag was there it was possibly taken all that they are required and capable of doing is filing a claim...point blank period...because they gave up seat they will need to pick luggage up from airport because it's not delta responsibility you deliver when you volunteer to push a flight
From your description: "One would expect Delta Miami's Manager provides a professional customer service that leads her Delta's team by example, talking using a calm tone, approaching customers without giving attitude and follow an appropriate conduct that best represent Delta's brand."....well, that's exactly what you got. It's not Delta's fault you can't recognize good customer service.
The solution that she offered was that they can open a claim. If the bag is not found, they will be compensated. I can say from experience that the compensation is very little. I've had a lost bag and got far less than the value of what I had in there.
What are they supposed to do? They were promised one thing and that part of the bargain was satisfied, as the bag was scanned in, in Miami. This means the bag arrived on the original flight, but potentially another passenger took the bag. So, the airline kept their end of the bargain. They can file a claim, but the airline can't do anything else.
I am not sure what these people want these agents to do.... it was scanned at the airport. They can’t control what happened while it arrived. Yes they can promise it will arrive in Miami, there is no airport in the world that can promise it gets to you. Doesn’t matter your first class or main cabin.... there is NO PROMISE you get your luggage. They can and do promise it gets to the airport your going to. Stop arguing and move on and file the damn claim.... save everyone 30 minutes of their lives.
If I volunteer to go on another flight my luggage gone be in my hand when I get on that next flight 💯 I’m not separating from my luggage becuz in all honesty you are taking the risk of it being stolen or lost just saying. It’s unfortunate this happened to them but they took that chance regardless. The airport ain’t responsible if someone stole yo luggage or accidentally picked it up becuz that’s clearly wat happened here. All u can do is put in a claim for it at that point 🤷🏾♀️
The best statement was from the manager " At this point what do you want me to do within my control?" The baggage was lost! Spending 3 hours in the counter will not make the baggage reappear. Great patience and customer service!
Delta violated Federal Air Security rules set forth that you and bag must be on your flight meaning you and your bag has to travel together.. Call the DHS or DOT.
Then why have enhanced security for huh? I remember being on many DOMESTIC flights in the USA and we had to delay departure to offload bags of people that were not on the flight. 49 U.S. Code § 44901 - Screening passengers and property This happened after Pan Am Flight 103 that went down over Lockerbie Scotland. I know Northwest Airlines had a zero tolerance you and bag must be married if not you and or your bag does not fly.
It was originally ordered for ALL FLIGHTS! I know at least NWA followed the rules Guess Delta does not. I know I was on many NWA Flights that we had to wait for bag & Passengers match before we left the gate. On plenty of flights to and from Boston, Detroit, Minneapolis, Seattle, Tampa, Honolulu. Los Angeles, Las Vegas Memphis, Washington DC Dulles, New York Kennedy JFK, So tell me how it was for International flights. Guess Delta wants to have something happen do they huh? Despicable!
This rule is only for international flights departing and entering the US. Domestic flights do not follow this rule!!!! I don't know why you experienced that, but it is not a rule related to domestic travel.
I love this vido ios is so funny I think people sould be slap arout for the thinks thay do if you know what I know what I mean I am going to seat back an injoy my coffie ..mwha
Wow you were very polite to the Delta representative. Too bad they lost your bags they should have at least paid your stuff or something. Ive never had any bad experience with them :(
When you voluntarily change your flight, you made a conscious decision to change your scheduled flight plan. Their bag went on the original flight, because last minute baggage swaps cannot happen. So their bags went out on the original flight, they came in on another flight. The airline scanned the bag into the Miami airport and it was reported that it was there. If someone else picked up their bag, that's not the airline's fault.
