Baggage Sob Story

11 PM Thursday. Arrived in Eugene- our luggage did not. We were not too surprised as we had 1 hour and 40 minutes between flights to get through Immigration and Customs and it took us 1 hour and 39 minutes to get to our plane. There were probably 500 people in line for Immigration and only 5 out of 20 windows were open. The lines snaked like a Disney ride line, alternating between moving slowly and not at all. After Immigration we had Customs- where we zipped through with our bags with barely a blink from the Customs agent. We turned our bags back into the airlines, and then had another snakey line to get through security again. So many people in line were getting frustrated because they knew that they would be missing their connections. We made it through security and RAN the quarter mile to our gate- and squeaked in the door- just as they were closing the gates. They had given our seats away- but they gave them back to us (not a full flight). We were flying on United, from Houston to Salt Lake City, and then a Delta flight from Salt Lake City to Eugene.

Back to the luggage- There was no one at the Delta desk- and no baggage room at the Eugene airport. After about 20 minutes an official looking woman appeared, apparently  dealing with luggage that had arrived and not been claimed. We approached her and told her that our luggage had not arrived. She said that she was an United employee, and since Delta had brought us in, we would have to file a claim with Delta, and gave us an 800 number. She really was not interested in talking to us and kept repeating that she was dealing with 3 other people at the time (there was no-one else left in the baggage area), and in addition she told us that Delta would not be answering the phones at this time of night, so we had no choice but to go home.

The following Phone calls are GREATLY abbreviated- leaving off the growing explanation each time- and all the wait time for each call.

10 AM Friday Called Delta. They asked if we had filed a claim at the airport. We told them that we were unable to because no one was there to file a claim with. Delta said that they could not do anything if we didn't have a Delta claim filed, and that United was responsible. They said that because the bags had not been delivered to Delta in time for them to get it on the plane, it was now United’s  responsibility.

10:30 AM Called United- who said it was Delta’s responsibility

11 AM  Delta no, we never got the bags- it is not our fault, but you must file report within 24 hours

12 PM United said yes bags are in Eugene- but it is Delta’s responsibility. Us- Can you call Delta and straighten this out? United No we cannot do that- you have to call Delta.

12:30 PM Called Delta- Do you have a Delta number? No- can you call United and talk to them- No we cannot do that

1 PM Called United – Finally got someone who spoke English as their first language. She said that she was sure that Delta would not have told us that it was not their responsibility- that they know the rules. After a continued conversation with her- she finally agreed to call Delta- I am sure she wanted to prove me wrong. She stayed on hold with me on the Delta line for about 10 minutes (at one point she commented on how long their hold time was- I was not surprised having been through that wait several times before) This phone call was successful- we finally got the two companies talking to each other- working out who was responsible, getting a claim filed and the addresses given for the bags. Two addresses- Rivers to get his bag at his apt, and ours to be delivered to Florence. The United representative kept asking me- can I leave yet-it seems to be worked out- but I asked her to stay to the bitter end- and she did. The Delta representative said that the bags would probably be delivered the next day.

7 PM Got a call from Rivers- all 3 bags had been delivered to his house- and his housemate had accepted them (not realizing that only one was supposed to be delivered there).

7:30  PM Called Delta- explained to them that only 1 of the bags were supposed to go to Eugene- the other 2 were supposed to be delivered to Florence. The representative said that the instructions had been clear- and that the delivery company obviously did not follow the instructions- and that she would make sure that the bags were picked up, from Rivers’ house and delivered to Florence.

5 PM Saturday –texted Rivers and Laura to see if the bags had been picked up yet. Nope.

5:05 PM called Delta- explained story- The Delta representative said that 2 messages had been sent to the delivery company- but she would send another just to be sure. Came back and said that the company was not answering their phone- they were probably making a delivery- or currently at the airport- but she was sure that they would give me a call. I asked what I should do next- and she told me that I should call Delta back in an hour if I had not heard from the delivery company.

7:30  PM Called Delta again. Explained story yet again. They tried to get hold of the delivery company- again- no answer. The representative said that she would now call the airport because it is their responsibility to get the bags to us. The airport- now that is interesting- would that be Delta at the airport? The baggage company at the Eugene airport? (non existent as far as we could tell). She assured me that her message to them would be that someone should contact me. I will not hold my breath.

2 PM Sunday – texted Rivers and Laura- Bags been picked up? No

2:15 PM Called Delta. Talked to Tanisha. Explained story. She said “Let me see if I can be the one that can solve this problem” She said she would call delivery company- “I see that the last person you dealt with left a message for them” me: “and the person before her, and the person before her”. Long wait on the line. Tanisha came back and said that she had reached the company, talked to them and they would call me. All hail Queen Tanisha. She also asked if we had incurred any incidental expenses while waiting for the bags. Why –yes we have. Make sure you submit those receipts.

2:26 While still on the phone with Tanisha another call came in. I did not want to risk losing Tanisha so I let it go to voice mail.

2:27 Voicemail from Joe in Portland (?) with the baggage delivery service. Calling in regards to 3 bags- all three bags have been delivered- I just got a call from Delta that only 1 bag had been delivered. My driver said that all three had been dropped off and Delta said that you have only received one even though all 3 were delivered.  Sigh…

2:30 Called Joe- explained that yes- all 3 bags had been delivered to Eugene-however two of them were to come to Florence. Joe said ”OK- we will get them delivered to you”

3:00 PM submitted reimbursement claim to Delta (should be easy – huh?)

8:30 PM still no bags…

To be continued?