Key West Resident Sues Delta Airlines Over "Illegal" and "Outrageous" Lost Luggage Policy

Categories: Flotsam
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Susan Miller is mad as hell and she ain't going to take it any more.

The Key West resident has filed a class-action lawsuit against Delta for its "illegal" and "outrageous" lost luggage policy, claiming that the airline lost her bags and then lied to her about reimbursements to which she was entitled.

Hers is a cautionary tale of how not to get screwed by a $6 billion corporation this holiday season.

On November 15, 2010, Miller boarded a flight from Miami International Airport to Las Vegas for vacation (paying $25 to check her suitcase, no less).

But when she stepped off the plane in Sin City, she discovered Delta had lost her bag, leaving her without warm clothes (Vegas has overnight lows in the 30s in November) or toiletries.

When she asked Delta about reimbursements for the clothes she would now be forced to buy, however, airline representatives told her there was nothing they could do to help.

Miller spent $315 on clothes and transportation to go buy them. When she filed a claim several weeks later, she was ignored.

Now she is suing, arguing that Delta lied to her (and potentially thousands of others) in order to save money that the airline was contractually required to pay customers for screwing up.

"What happened to [Miller] happens every day to Delta passengers whose bags are delayed," the class-action suit argues. "Delta uniformly ignores its contractual obligations to reimburse passengers for expenses while their bags are delayed. Such tactics allow Delta to pocket millions and millions it would have had to pay out if it had abided by its contract with passengers."

According to the lawsuit, Delta is, in fact, required to reimburse up to $3,300 for expenses incurred because of lost baggage.

We're currently waiting for a response from Delta.

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8 comments
K.t. Domino
K.t. Domino

These companies need to understand this simple fact: We, the customers pay for your continued existence. You work for us. Your table at home has food on it at night because we have decided to grace you with our business in favor of your competition. While this does not entitle us to demand unreasonably lavish treatments or free services, it does entitle us to respect, and an expectation that you will do your jobs properly and make it right when you screw up.

Geo
Geo

Good luck to her. For too long airlines have been treating passengers like cattle, worse than cattle. At least cattle get a decent meal.

ManyMiles
ManyMiles

Did Delta get you to Las Vegas safely??  Be happy.

reyderoma
reyderoma

plus tsa gets to feel you up.

Schola Green
Schola Green

..and it's time somebody start the train! Cause this is definitely TRUE. I Applaud her on the courage! You can remain cattle...LOL

Schola Green
Schola Green

This PASSIVE BEHAVIOR is why it continues to happen and everytime you look up they find something to add  to the price of the ticket! Facts are as an employee this has happen to me and as time progresses there suppost to take extra steps to prevent LOST bags and they HAVE NOT, but will charge you more! Be careful cause this can happen to you also

GuntherZorn
GuntherZorn

So, as long as they don't kill you, anything else that may happen along the way should be forgiven? That's a pretty low standard of customer service.

seep
seep

Lufthansa's motto used to translate to "May your flight be free of fear!"

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