Delta Customer Care?

[deltaflyboy]

Oh My Goodness...Reading your note just turned my stomach...
I really hope that Penelope is doing much better!!

I am so sorry that happened...Agents hands are tied as to who they can and cannot release checked baggage and cargo too, but there are procedures in place to deal with a sick or injured animal where exeptions can be made or calling in a Vet to deal with the situation...I really hope that the agent you dealt with in STL is being reminded of those procedures and a situation like this will never happen again!!

As for Positive Passenger Bag Match, that is a thing of the past...TSA no longer requires that for Domestic flights...once a bag or item has been cleared/screened by the TSA it is free to travel with or without the passenger...on inbound international flights once clearing US Customs the bags are then screened by TSA just as any domestic bag...

I am just a gate agent - wish I was in a position to help you and the puppy out!

 

[nbmcg01]

Oh My Goodness...Reading your note just turned my stomach...
I really hope that Penelope is doing much better!!

I am so sorry that happened...Agents hands are tied as to who they can and cannot release checked baggage and cargo too, but there are procedures in place to deal with a sick or injured animal where exeptions can be made or calling in a Vet to deal with the situation...I really hope that the agent you dealt with in STL is being reminded of those procedures and a situation like this will never happen again!!

As for Positive Passenger Bag Match, that is a thing of the past...TSA no longer requires that for Domestic flights...once a bag or item has been cleared/screened by the TSA it is free to travel with or without the passenger...on inbound international flights once clearing US Customs the bags are then screened by TSA just as any domestic bag...

I am just a gate agent - wish I was in a position to help you and the puppy out!

I am well aware that this could have happened anywhere and at any airline. My concern is the length of time it has taken DAL to respond and the refusal to pay the full amt of the vet bills (even though they have admitted negligence). One of the reasons my daughter chose Delta was their reputation. Sometimes a company needs to do the "right thing" even if they feel it is more costly than they want it to be. In teaching my children character development, I have always stressed accepting the consequences for one's actions. I now expect no less from Delta. Thanks to all for the good wishes. Penelope is becoming more animated every day. Her breathing is still labored so she will not be able to join her brother, (Brutus) and my daughter in Mammoth Lakes. I guess that is what "grandmothers" are for....

 

[QA4Jet-A]

I am well aware that this could have happened anywhere and at any airline. My concern is the length of time it has taken DAL to respond and the refusal to pay the full amt of the vet bills (even though they have admitted negligence). One of the reasons my daughter chose Delta was their reputation. Sometimes a company needs to do the "right thing" even if they feel it is more costly than they want it to be. In teaching my children character development, I have always stressed accepting the consequences for one's actions. I now expect no less from Delta. Thanks to all for the good wishes. Penelope is becoming more animated every day. Her breathing is still labored so she will not be able to join her brother, (Brutus) and my daughter in Mammoth Lakes. I guess that is what "grandmothers" are for....

Glad to hear the Pup is doing better. I wish you well on your resolve of this issue.