So, I'm back at work after my "Spring Break" trip to New York, which didn't happen. Saturday morning, the family boards the plane in Atlanta and we basically sit on the runway for an hour and a half while the Captain continues to give us updates on the weather in New York until eventually he says the flight is cancelled. Not what you want to hear but hey, I also have no desire to fly right into a freakin' storm either. As we all exit the plane and step back into the terminal, the lady at the desk is frantically announcing that the Captain has no right to cancel a flight and to stay here...it might not be cancelled. We wait...and wait...until she says, Da flight it do be cancelled.
Herd of cattle now proceeds to the longest line in the airport to see about getting a different flight. The family stands in line while I sit on hold on the Delta Courtesy phone for the next available representative. Over an hour later, a human picks up and says the next available flight she can get us on is Monday. Sorry mam, this won't work...please cancel and refund my money. Yes sir, it will be credited back to your card. Okay happy family, let's go find our luggage.
We now enter the baggage claims office where after another one hour wait, we are greeted by a desk full of cheery, helpful Delta employees who are eager to assist...and that's when the fight started.
Sir, you bags are going to New York.
No mam, the flight was cancelled.
Well, day sendin you bags to you final destination.
Mam, all flights to NY were cancelled. I am not going to NY.
Sir, you is scheduled to be in NY on Monday and you bags will be there.
Mam, the flight was CANCELLED...I am NOT going to NY.
Yes sir, you rescheduled you flight for Monday.
(Remain calm) Please tell me how this can be when I was on the phone with Delta and confirming that my money will be refunded? I am not going to NY, where are my bags?
Sir, it say you scheduled to go to NY on Monday and this is the baggage claims office. You will have to go to tickets to get dat skraightened out.
Come, happy family. Let us see more of the glorious Atlanta airport and converse with more highly trained Delta employees. This line is only 30 minutes. It's now 7:30 in the evening. I am greeted by the delightful Shalondra, to whom I explain my predicament and advise that I just want to make sure the flight is cancelled and our luggage does not make it's way to New York City. After explaining it to her 3 more times and she gets "Assistance" from her manager, we are assured that our flight is cancelled for Monday and our luggage will remain inthe Atlanta airport; however, "Baggage Dept." is the only one that can tell us when they can bring the bags up. Guess what campers, we get to go see the wonderful Delta employees in Baggage again. Come with me...
Another 30 minute wait and finally, resolution to our dilemna.
Sir, you bags will be going to you final destination in New York.
No mam, they won't. I just got back from the ticket area that YOU sent me to and she has straightened everything out and we are not going to NY and our bags will remain here and I just need to know when we can pick them up.
Sir, she don't work in baggage. Dis here is baggage. She don't have no say so over bags.
FINE...just tell me when we can pick up our bags.
Sir, do you know how many thousands of bags we have down there? We can't just..
LOOK LADY, my family and I have been standing in your lines for the last 4 hours trying to get a simple question answered. Let me make this very simple for you. I was going to NY. DELTA cancelled the flight. I am NOT going today or Monday or any other day. You just need to tell me when I can pick up my bags.
Sir, like I said, we got thousands of bags....
Bird/Pussy slams his fist down on the counter and hurls several expletives in general direction of Delta employees, fully expecting security to cuff his out-of-contol ass off to jail. However, security is fully engaged with 2 other Delta customers who reached their boiling point just before Bird/Pussy did.
Sir, all I can do is give you this pamphlet and you can call this number and they can tell you when you can pick up your bags.
I drag the family from the airport to find a hotel.
Next morning, the fam watches a movie while I remain on hold for the next available Delta employee. Seems I could have gotten my question answered by the automated teller had I been able to punch in a file reference number that was SUPPOSED to be written on the front of the pamphlet by the helpful Delta employee in Baggage. Back to the airport after it becomes clear that all Delta employees are currently assisting other customers...and will be for the next 3 1/2 days.
Next in line. Goot moanin sir, how can I heps you?
Long, calm explanation ensues. But wait, this girl seems to have it somewhat together. I am told that my bags are currently en route to New York and should arrive safely around 12:00. I am overjoyed. She says that the lady should have given me a file reference number and here it is...and she will have my bags flown to Dothan and delivered to my door the next day. Thank you helpful lady. Could I perhaps speak to someone about vouchers? I have to go to that line over there? The one handling 486 soldiers returning from Iraq? Come happy family, let's drive to Dothan. We'll handle it on line or by phone.
Next day, the bags do not arrive. A call to the Dothan Municipal Airport finds that yes, our bags are still in New York. And no...there hasn't been one entry of instructions in to the system...not one call made...not one bit of information forwarded about what to do with the luggage. We got the bags back yestderday afternoon.
I think I'll try Southwest next time. Just sayin...
23 Replies
3358 Views