I Need Contact Information

[DonaldM]

I have been on the phone multiple times since the start of January about getting reimbursed for expenses because Delta messed up our flight and lost my luggage. After twice faxing them the receipts, they still do not have a record of it. At first the story was that it takes 6 - 8 weeks to process the receipts. Now it appears I am just getting the delay/run-around by every person I have talked with on the phone. The last effort I asked for the phone number of Delta legal so I could get the name and address of someone to mail a small claims court complaint to. I called the number given to me and left my name/phone number. I do not expect to get a call back.

Any suggestions?

[BoardBoss]

Delta really sucks, huh? Your email points out the difficulties when dealing with a large organization, which is compounded when one seems to care little, if at all, about your situation. You might have luck with your luggage, but don't hold your breath for any compensation just because Delta "messed up" anything; that seems to be standard operating procedure for them.

First, faxing is pointless when someone repeatedly claims that they are not getting the fax. It has probably been close to 20 years since I've been there, but I've been in Delta's legal department and saw their fax machines. At that time, there were two, and they were heavily used. Undoubtedly that has changed over the years, but who knows. Watching employees when they came to retrieve faxes was pretty telling even back then, and I can see how certain faxes could get lost, even trashed.

What you want to do in this case is to send the documentation via the United States Postal Service. The physical address to send information to Delta's headquarters is:
Delta Air Lines, Inc.
1030 Delta Boulevard
Atlanta, GA 30320-6001

I would send the same thing twice; once with a certificate of mailing to prove it was mailed, and one certified mail with return receipt requested to prove they got the information. Information I found shows that Richard B. Hirst is Delta's general counsel; he is likely co-counsel as Delta probably needs more than one. You could try adding mail stop #981 or #987 on your envelope, although I don't know if either of those will get it directly to Mr. Hirst. Maybe try adding the note "Personal and Confidential" on the envelope. Typed or printed would be best as I don't think anything handwritten would be as likely to get through as it might appear to be from a disgruntled customer.

I believe the law department is in building B, on the third floor, if that helps.

While you are at it, file a complaint against Delta by sending a written complaint to:
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave., SE
Washington, D.C. 20590

Good luck!

[DonaldM]

Thanks a lot for this info. We assumed we were getting the run around, but felt we should follow "proper" procedure if, when it came push to shove, they could not say, "Well, if you only had called us or emailed us we would have taken good care of you, just like all the other satisfied customers we try and screw, I mean, give good service to."