Delta Sent Me a Beautiful New Suitcase

That’s awesome. What brand are they using? 2 wheels or a 4-wheel spinner? Hope it’s a lovely color too!

That's so cool that they took care of it and let you pick out your own new one!
I should have done that years back when a similar thing happened. It didn't occur to me; I just frowned and put on colorful duct tape.

Airlines used to be quite good about repairing damage, there was one specific store in LA where you'd drop off your bag and weeks later pick it up. I still remember the Frankenstein stitching repair they did once.

If you file a claim with Lufthansa, they give you a credit that you can spend at their online store.

Wow! That seems to be a nice resolution. I have not heard of getting a new suitcase back. Awesome. Happy for you :)

That's great! Glad to hear that Delta Did The Right Thing, and it all worked out for you. Sounds like it didn't even take any arm-twisting. Good for you!

Your story reminds me of the infamous United Breaks Guitars incident, which contrasts so nicely with your Delta experience. I guess Delta has figured out the value of good customer service. Good to know. 👍 I'm currently having a more difficult time (NOT with Delta, but, yes....United) trying to get them to Do The Right Thing.

I am trying to get United to understand an issue - and fix it - that they have had for years which impacted me on my last trip: I'm out $500 because of their failure to deliver on what they routinely promise customers and what I paid for. I'm asking for both a refund for myself, but more importantly (to me), I'm also asking them to fix the underlying issue (it's an IT glitch in their system) which continues to impact customers and cost them lots of money - my initial request to the company was routinely denied (yesterday) on the first ask, but I'm not done asking: I managed to track down a United employee at SeaTac airport who actually witnessed what happened, she was appalled and tried to help (unsuccessfully) at the time. I'm currently working with her - she's one of their customer service reps, and seems sincerely motivated to make things right, if she can. (I know there are many other customers who have had the same problem, it's been broken for years and the amount of money passengers have lost due to this must be shockingly large).

If I could sing (I can't - trust me, nobody wants to hear me sing...) I'd make a slick video like the United Breaks Guitars guy. I may just start with a website and see if that gets the attention of the United PR folks. Right now, I've just received the initial, standard, disinterested, corporate "No, we don't care, go away and leave us alone" from the current Mrs Irlweg at United (see the video for the reference). We will see how this goes.

For those unfamiliar: The "United Breaks Guitars" video was a sensation back in 2008 - if you don't know anything about it, you can view it on YouTube here - it's an interesting and entertaining story (watch the video, the song tells the story). The negative publicity from this video reportedly cost United an estimated $180 million...(the singer eventually turned this into a successful business speaker gig - one large tech company I worked for paid him to come address employees and speak about the value of customer service and customer goodwill...he was a great speaker).

Glad you got your bag replaced, @bostonphil7. I will report back on how things shake out with my current kerfuffle with United (once it has been settled one way or another). 🎸🎸🎸

Good video David, thanks. His lyrics sure were polite, but sounds like it worked and good, i’m glad United paid a price. I hope you get a good resolution on your current issue. Airlines… ugh.

So happy the big D - Delta took care of you. I'm retired Delta and I love hearing good customer service stories verses all the negative, which can just be overwhelming. More people will always tell you a negative experience instead of a positive! Having worked in all aspects of the ticket counter, gates, ramp & being a Manager...I can say that 90% of all agents really want to do the right thing and take care of the customer, but there occasionally you run into a hiccup. But @bostonphil7 - glad they took care of you! Plus Austin has a great team!

It is a red four wheel spinner. . Brand is The Skyway Luggage Co. Sigma 6.0 Collection

Congrats on the new spiffy red bag! Sorry your old bag was damaged, so it’s nice that this issue had a happy ending.

A looooong time ago, 1988? I flew from the east coast home to st louis and changed planes in some hub somewhere and my bag did not make the transfer. Apparently it fell off a cart on to the tarmac and laid all night in the pounding rain. It got back to me in 24 hours, but was literally soaking wet. The airline (it could have been Ozark, it was so long ago) gave me a voucher worth 200$ of dry cleaning and a free suitcase that I got to choose from what they had on hand, I choose the unbranded gray one. I was able to talk the agent into letting me keep my saturated bag, which after drying out became a place to store off season shoes.

a free suitcase that I got to choose from what they had on hand,

I'm imagining that you got to choose from all the other "lost baggage" suitcases? ;-))

That would be interesting Mark
Ehh, no, theses were new suitcases, but ugly colors and utililitarian

I had the same experience Doric did: Airline bent the frame of my (cheap) rolling bag to the point that it wouldn't roll. They gave me a replacement bag (also cheap, I'm sure) on the spot. It worked for me, because it allowed me to get home by subway rather than paying for a taxi. This happened on a domestic flight over 15 years ago, I think. I don't remember what airline it was.

More recently an airline apparently did something to the telescoping handle of my bag--or the shaft it fit into--and the handle never really worked right after that. There was nothing visibly wrong with the bag, so I didn't complain at the time. It didn't take too long before the handle wouldn't retract at all and the bag became unusable. I can't manage to do carry-on only; I really hate not knowing what the airlines will do to my suitcase and whether I'm going to have to shop for a replacement before the end of my trip.

Bostonphil, I'm so happy that they took care of this so quickly and satisfactory! This is a case where the good guy wins! I love that!

Mark mcg, your suggestion that I could maybe get an abandoned bag w an assortment of goodies inside has made me recall a long ago Love Boat episode when John Ritter wants to cruise at the last minute, the only available bed is in a shared cabin w some random old lady, so he walks around behind passengers until he finds a stout woman of his height and steals her luggage so thst he can cross dress for most of the cruise