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jpskewedthroneSo I drafted a little letter of concern to send to Delta regarding how their representative handled the lost luggage issue. This is what I sent them:
On June 17, 2010, I was on Flight 3914 from Detroit to Binghamton, NY (originally coming from Kansas City). It landed on time a little before 4:15pm. During the trip, my luggage never made one of the connecting flights. But this isn’t a complaint about lost luggage. I realize that this happens on occasion and I wasn’t upset about it.
However, after realizing my luggage had not made it, I took my baggage claim ticket to the Delta desk at the Binghamton airport to find that no one was there to help me. It’s a small airport, so I asked a few people if they could let someone know that I was there and needed help. A few people went back to tell someone, but it took quite a long time before someone showed up to help, perhaps half an hour. Again, it was a small airport, and a flight was leaving and had mechanical issues, and while I was a little annoyed, I wasn’t all that concerned.
What concerned me, and what is driving me to write this letter, is that when the man behind the counter began helping me, he was rude. When I asked him his name and leaned forward to check out his security badge, he flipped it over so that I could not see it. He claimed his name was Andy, but I could not verify this in any way since he did not have any other form of identification visible.
It’s my understanding that the entire point of the security badges is to make certain that those in the airport behind the desk are supposed to be there, and that the security badges are to be visible at all times. The fact that this representative of Delta purposefully flipped his badge over so that I could not see it and had no other form of identification on him is not only rude, but disturbing. It also indicates that he knew something was wrong and felt guilty enough to conceal his identity.
My luggage has since found its way home, but I feel that the fact that this representative of Delta would have the gall to hide his identity by flipping his security badge over simply because I asked his name needs to be addressed. It was rude and condescending and inappropriate, not just personally but for the security of the terminal.
Everyone else that I spoke to from Delta or airport security at the airport was helpful.
Thank you for your time.
I'll be interested to see if/when they respond to it. I'm not sure what they can really do about it, and I'm not looking for any kind of "damages" or anything like that, but I felt the action of the employee was uncalled for and disturbing for airport security reasons. *shrug* We'll see what happens I guess.
On June 17, 2010, I was on Flight 3914 from Detroit to Binghamton, NY (originally coming from Kansas City). It landed on time a little before 4:15pm. During the trip, my luggage never made one of the connecting flights. But this isn’t a complaint about lost luggage. I realize that this happens on occasion and I wasn’t upset about it.
However, after realizing my luggage had not made it, I took my baggage claim ticket to the Delta desk at the Binghamton airport to find that no one was there to help me. It’s a small airport, so I asked a few people if they could let someone know that I was there and needed help. A few people went back to tell someone, but it took quite a long time before someone showed up to help, perhaps half an hour. Again, it was a small airport, and a flight was leaving and had mechanical issues, and while I was a little annoyed, I wasn’t all that concerned.
What concerned me, and what is driving me to write this letter, is that when the man behind the counter began helping me, he was rude. When I asked him his name and leaned forward to check out his security badge, he flipped it over so that I could not see it. He claimed his name was Andy, but I could not verify this in any way since he did not have any other form of identification visible.
It’s my understanding that the entire point of the security badges is to make certain that those in the airport behind the desk are supposed to be there, and that the security badges are to be visible at all times. The fact that this representative of Delta purposefully flipped his badge over so that I could not see it and had no other form of identification on him is not only rude, but disturbing. It also indicates that he knew something was wrong and felt guilty enough to conceal his identity.
My luggage has since found its way home, but I feel that the fact that this representative of Delta would have the gall to hide his identity by flipping his security badge over simply because I asked his name needs to be addressed. It was rude and condescending and inappropriate, not just personally but for the security of the terminal.
Everyone else that I spoke to from Delta or airport security at the airport was helpful.
Thank you for your time.
I'll be interested to see if/when they respond to it. I'm not sure what they can really do about it, and I'm not looking for any kind of "damages" or anything like that, but I felt the action of the employee was uncalled for and disturbing for airport security reasons. *shrug* We'll see what happens I guess.
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no subject
Date: 2010-06-18 07:46 pm (UTC)no subject
Date: 2010-06-18 08:10 pm (UTC)http://www.youtube.com/watch?v=5YGc4zOqozo
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Date: 2010-06-18 09:54 pm (UTC)I think you will get a response, though. I did when I wrote (though in my case I was making a claim about things stolen FROM my luggage).
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Date: 2010-06-19 02:08 am (UTC)no subject
Date: 2010-06-20 01:58 pm (UTC)Though in the days of cell phone cameras, flipping a badge over is hardly going to keep the employee's identity secret, and the next person he tries this on may be less patient than you were.
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Date: 2010-06-22 01:05 am (UTC)