OMG Recently flew Delta and was at check-in ONE MINUTE before 45 minute cut off and..

[UConnJack]

A lot of lecturing going on here. I hope you all have a run in with some bad luck getting to the airport and run into unsympathetic and unhelpful airline employees.

While of course the OP could have left earlier, taking her at her word, she planned enough time, just ran into some bad luck. Quote TSA all you want, but if Delta or any other airline says bags must be checked by 45 minutes, it implies that if you are at the desk before 45 minutes (whether that's 46 or 90), then you're OK. The problem is you have the different airports, different airlines, and TSA all stating different "rules". Not only are these "rules" different, but they are often not enforced consistently. If there are going to have rules, they need to be clearly spelled out and consistently enforced, which they are not.

Sure, ultimate blame lies with the OP, but the airlines are not innocent in this either. While it's not really Delta's "fault", I think the treatment and customer service that the OP was given was very poor. Not only could have Delta waived the fee for the later flight considering the circumstances, they could have also offered to put the luggage on a later flight but allowed them to board their scheduled one.

If your rules are going to be vague, occasionally changing, and inconsistently enforced, at least provide some leeway to help your customer's out. Otherwise, be prepared to loose customers to a more understanding and flexible airline.

Also, a piece of advice from another poster here that I agree with, check in curbside BEFORE returning the car.

 

[sweetapril73]

A lot of lecturing going on here. I hope you all have a run in with some bad luck getting to the airport and run into unsympathetic and unhelpful airline employees.

While of course the OP could have left earlier, taking her at her word, she planned enough time, just ran into some bad luck. Quote TSA all you want, but if Delta or any other airline says bags must be checked by 45 minutes, it implies that if you are at the desk before 45 minutes (whether that's 46 or 90), then you're OK. The problem is you have the different airports, different airlines, and TSA all stating different "rules". Not only are these "rules" different, but they are often not enforced consistently. If there are going to have rules, they need to be clearly spelled out and consistently enforced, which they are not.

Sure, ultimate blame lies with the OP, but the airlines are not innocent in this either. While it's not really Delta's "fault", I think the treatment and customer service that the OP was given was very poor. Not only could have Delta waived the fee for the later flight considering the circumstances, they could have also offered to put the luggage on a later flight but allowed them to board their scheduled one.

If your rules are going to be vague, occasionally changing, and inconsistently enforced, at least provide some leeway to help your customer's out. Otherwise, be prepared to loose customers to a more understanding and flexible airline.

Also, a piece of advice from another poster here that I agree with, check in curbside BEFORE returning the car.

May God bless you for understanding what I am saying!!!!!!!!!

It's like TSA suggests you leave early just in case any unsuspecting things arise, but just don't let them arise. That's crazy. I agree whole heartly with what you said and I will take that advise about checking in curbside before returning my car. We were just appalled at how Delta handled the whole thing. A rule is a rule is a rule and you are right, just as some others ASSUME that you have to be "completely and utterly" checked in before 45 minutes, others ASSUME you still have time at 46 minutes before check in. If Delta wants to make it clear to all, then it's THEIR responsibilty to outline that for the customers. Thanks so much for your comments.

 

[Charleyann]

A lot of lecturing going on here. I hope you all have a run in with some bad luck getting to the airport and run into unsympathetic and unhelpful airline employees.

While of course the OP could have left earlier, taking her at her word, she planned enough time, just ran into some bad luck. Quote TSA all you want, but if Delta or any other airline says bags must be checked by 45 minutes, it implies that if you are at the desk before 45 minutes (whether that's 46 or 90), then you're OK. The problem is you have the different airports, different airlines, and TSA all stating different "rules". Not only are these "rules" different, but they are often not enforced consistently. If there are going to have rules, they need to be clearly spelled out and consistently enforced, which they are not.

Sure, ultimate blame lies with the OP, but the airlines are not innocent in this either. While it's not really Delta's "fault", I think the treatment and customer service that the OP was given was very poor. Not only could have Delta waived the fee for the later flight considering the circumstances, they could have also offered to put the luggage on a later flight but allowed them to board their scheduled one.

If your rules are going to be vague, occasionally changing, and inconsistently enforced, at least provide some leeway to help your customer's out. Otherwise, be prepared to loose customers to a more understanding and flexible airline.

Also, a piece of advice from another poster here that I agree with, check in curbside BEFORE returning the car.

Air.....be careful of the stones you throw, they will come back!


Charleyann

 

[Lewisc]

Some of us were a lot more sympathetic until the OP insisted she was blameless:

You are right and the COMPUTER said 8:44am. and the rule is 45 minutes before departure and it was 46 minutes based on the COMPUTER'S time. So there wasn't any rule to enforce.

And leaving your resort 2 and half hours before departure when it's only 15 minutes away was enough time. We just happened to cut it close this time. That's all, not late at all. Just in the knick of time

I still think the Delta should have allowed her family to fly standby, without charge, but that would have put her behind all the passengers willing to pay the $25 fee and probably would have split her family. I'm sorry the OP got lost and got to the airport late but Delta gave her family confirmed seats on a later flight for $25 per ticket. The OP wasn't forced to pay for a brand new ticket and wasn't even forced to fly stand by.

Delta could have transported her luggage on a later flight but Delta found those passengers weren't living up to their comittment and were expecting the airline to pay to ship the luggage home. By the time the OP got to the Delta inside the airport there probably wasn't even enough time to go through security and get to the gate.

The suggested arrival time at MCO is 1.5 hours, the OP got their an hour before their flight. Nothing vague.

edited to say I don't think the skycap had the physical ability to make an exception and by the time the OP got to the counter inside there wasn't time to get to the gate.

A lot of lecturing going on here. I hope you all have a run in with some bad luck getting to the airport and run into unsympathetic and unhelpful airline employees.

While of course the OP could have left earlier, taking her at her word, she planned enough time, just ran into some bad luck. Quote TSA all you want, but if Delta or any other airline says bags must be checked by 45 minutes, it implies that if you are at the desk before 45 minutes (whether that's 46 or 90), then you're OK. The problem is you have the different airports, different airlines, and TSA all stating different "rules". Not only are these "rules" different, but they are often not enforced consistently. If there are going to have rules, they need to be clearly spelled out and consistently enforced, which they are not.

Sure, ultimate blame lies with the OP, but the airlines are not innocent in this either. While it's not really Delta's "fault", I think the treatment and customer service that the OP was given was very poor. Not only could have Delta waived the fee for the later flight considering the circumstances, they could have also offered to put the luggage on a later flight but allowed them to board their scheduled one.

If your rules are going to be vague, occasionally changing, and inconsistently enforced, at least provide some leeway to help your customer's out. Otherwise, be prepared to loose customers to a more understanding and flexible airline.

Also, a piece of advice from another poster here that I agree with, check in curbside BEFORE returning the car.

 

[lulu5]

I really appreciate you posting this. We are a family who typically has delays (gets lost, need to do a diaper change, etc.). I will make sure to leave extra early just because of your experience. I hope you get your refund (I think they could have been a little nicer to you).

 

[UConnJack]

I don't fly and even I know you should get to the airport at least 2 hours before. Better to be safe than sorry. Swwetapril, I know you want people to agree with you, but no one does. I'm sorry. It's better to just drop it and let everyone learn from your mistakes instead of arguing with everyone.

If the airline industry could get their act together and keep a schedule, then maybe I would arrive 2 hours before. Too many times have I been there 2 hours before only to have my flight delayed an hour or two or more on top of that. Spending 4+ hours in an airport is not how I want to spend the beginning or end of my trip, so I am not going to arrive any earlier than I need to ACCORDING TO the airline's published "rules". If they airlines are going to jerk us around with non-weather related delays, then they can be a little more sympathetic and understanding if I show up before their advertised deadline.

Also, if 45 minutes is a drop dead time at which they physically CANNOT get the bags on the plane, DON'T advertise 45 minutes unless it is made perfectly clear and consistent that this is the case. Otherwise, make it 50 minutes or an hour so the airlines have some discretionary options.

And again, don't quote me TSA "guidelines", and airport "suggested arrival times". They are useless if one entity says one thing and the other says something else. I want consistent and clear rules so I know where I stand and what I am responsible for.

 

[FredS]

I don't fly and even I know you should get to the airport at least 2 hours before. Better to be safe than sorry. Swwetapril, I know you want people to agree with you, but no one does. I'm sorry. It's better to just drop it and let everyone learn from your mistakes instead of arguing with everyone.

For the record, I don't think that you should attempt to speak for everyone! Just because a few posters are holier-than-thou and post their arguments over and over and over doesn't mean they represent everyone's view, or even the majority.

I get the OP's point. Smarmy comments about arriving earlier and no problems are just ridiculous. DUH! If she had gotten there the day before she wouldn't have this problem, but there has to be some balance. I can understand her frustration at feeling that her family paid a price in time and money because a "rule" of Delta's was either not clear or not correctly enforced. She believes she followed the letter of the law but was penalized. Someone can cite suggestions and recommendations all day, but I don't think that was her point, and I think her argument has merit. However, if someone politely explains their belief that Delta was correct due to a different interpretation, that is obviously fine. Being sanctimonious and insulting -- I really don't get it. There is just no reason to be so ugly, even if you believe OP was in the wrong.

 

[UConnJack]

For the record, I don't think that you should attempt to speak for everyone! Just because a few posters are holier-than-thou and post their arguments over and over and over doesn't mean they represent everyone's view, or even the majority.

I get the OP's point. Smarmy comments about arriving earlier and no problems are just ridiculous. DUH! If she had gotten there the day before she wouldn't have this problem, but there has to be some balance. I can understand her frustration at feeling that her family paid a price in time and money because a "rule" of Delta's was either not clear or not correctly enforced. She believes she followed the letter of the law but was penalized. Someone can cite suggestions and recommendations all day, but I don't think that was her point, and I think her argument has merit. However, if someone politely explains their belief that Delta was correct due to a different interpretation, that is obviously fine. Being sanctimonious and insulting -- I really don't get it. There is just no reason to be so ugly, even if you believe OP was in the wrong.

Well said.

 

[sweetapril73]

Some of us were a lot more sympathetic until the OP insisted she was blameless:



I still think the Delta should have allowed her family to fly standby, without charge, but that would have put her behind all the passengers willing to pay the $25 fee and probably would have split her family. I'm sorry the OP got lost and got to the airport late but Delta gave her family confirmed seats on a later flight for $25 per ticket. The OP wasn't forced to pay for a brand new ticket and wasn't even forced to fly stand by.

Delta could have transported her luggage on a later flight but Delta found those passengers weren't living up to their comittment and were expecting the airline to pay to ship the luggage home. By the time the OP got to the Delta inside the airport there probably wasn't even enough time to go through security and get to the gate.

The suggested arrival time at MCO is 1.5 hours, the OP got their an hour before their flight. Nothing vague.

edited to say I don't think the skycap had the physical ability to make an exception and by the time the OP got to the counter inside there wasn't time to get to the gate.

For the record I have yet to INSIST we were blameless. I said several times that we ran into minimal delay in getting to Hertz, that's all. We didn't have to wait to turn in the keys or sign anything. They scanned our ticket and sent us on our merry way. We immediately loaded the Hertz bus and departed to the airport on about a 8 minute drive. At the point of check in there was nobody to blame, WE MADE THE ADVERTISED (as you say) cut off. It only said for better service baggage needs to be checked in, it DOES NOT say you won't get on board, it DOES NOT say, you will pay more for another flight, none of that. It's about what the sign said, and when we checked in. It's really simple, we checked in prior to Delta's written notification of "better service", not!

 

[Horace Horsecollar]

I still think a nice letter to Delta, not one that blames Delta, might get you a refund or credit.

sweetapril73,

I agree 100% with Lewisc on his suggestion.

A credit card dispute is likely to result in Delta citing a specific rule in the their Contract of Carriage indicating their right to charge the fee. The credit card company will then deny your dispute.

On the other hand, a friendly letter to Delta's Customer Service might get a sympathetic response. Explain that you are not experienced air travellers. You made a good faith effort to get to the airport on time. Due to unforeseen delays, including delays at curbside checkin, the skycap was unable to complete baggage check-in before the 45-minute cut-off. At that point, the counter agent helped you by confirming you and your family on another flight the same day (which you appreciate) for a $25 per passenger fee. Request that fee be refunded under the circumstances.

You might just get a friendly letter explaining the importance of arriving at the airport on time and allowing for lines at check-in, whether curbside or at the airline counter. However, you might also get a goodwill credit or refund, most likely in the form of a credit toward a future Delta flight.

 

[dudspizza]

points have been made on this topic and it really isn't going anywhere...

time to end this one, folks.

Duds

 

[kaytieeldr]

What Delta’s website says is

If you are checking bags, your baggage must be checked in at least 30 minutes before your scheduled departure time unless you're traveling from one of the following cities:

. Note that Orlando is one of the cities with a longer requirement – 45 minutes. It doesn’t say you must be checking your luggage in at least X minutes prior to departure, it says luggage must BE checked in at least that far in advance.

While of course the OP could have left earlier, taking her at her word, she planned enough time, just ran into some bad luck. Quote TSA all you want, but if Delta or any other airline says bags must be checked by 45 minutes, it implies that if you are at the desk before 45 minutes (whether that's 46 or 90), then you're OK.

Delta doesn’t “imply” anything. They, if asked, and their website, out-and-out STATE that luggage must be checked in at least 45 minutes in advance in Orlando. Not in the process of being checked in, but that check-in is completed by that cut-off.

just as some others ASSUME that you have to be "completely and utterly" checked in before 45 minutes,

No, we (and I feel safe speaking for most of the other posters in this thread) don’t ‘assume’ that. We are fully aware of the requirement. I admit, I many not have been so aware a year ago, but as I posted in another response, given that my brother had virtually the identical experience you did up front (although it took him twelve hours for a five hour flight, and his luggage never made it until the following day), I am now extremely aware of this timing. But if the airline (which owns the planes and makes the rules) reasonably tells me I didn't check my luggage in time, well, their plane/their rules.

 

[Lewisc]

You're still reading it wrong. The reason for 45 minutes is better service. You don't have the option of saying I'll accept bad service, please check the bag late. Delta isn't willing to delay the flight or accept responsibility for shipping your bag home. If you read the CoC you'll see Delta cancels the reservations of passengers who don't check in on time.

For whatever reason you didn't allow enough time, Delta accommodated you on a later flight. Write them a letter. Tell them you understand most airlines will accommodate passengers in your position on the next flight at no charge. Ask for a refund. Don't argue about their rules, you won't win that argument. Tell them the truth, you got lost and by the time you caught the Hertz bus to the terminal and got to the front of the line it was 46 minutes before your flight. The skycap wasn't able to complete the check in prior to the 45 minute cut off and he was unable to complete the check in a minute late. It wouldn't hurt if Delta posted 45 minutes but programmed the computer for 44 minutes but passengers who just miss the deadline will still complain.

If you made the cut off time your bag would have been checked. The check off time is when the tag is printed. It's the only time that's logical.

Fred--I'd have more sympathy if a passenger got the airport early enough to comply with the airport's suggested arrival time, in this case 1.5 hours. Many airports only have a 1 hour suggestion and most airports Delta has a 30 minute rule for luggage.

A frequent flyer, I think on another board, said passengers that never miss a flight waste too much time in airports. The "price" of ignoring suggested arrival times is occasionally missing a flight.

For the record I have yet to INSIST we were blameless. I said several times that we ran into minimal delay in getting to Hertz, that's all. We didn't have to wait to turn in the keys or sign anything. They scanned our ticket and sent us on our merry way. We immediately loaded the Hertz bus and departed to the airport on about a 8 minute drive. At the point of check in there was nobody to blame, WE MADE THE ADVERTISED (as you say) cut off. It only said for better service baggage needs to be checked in, it DOES NOT say you won't get on board, it DOES NOT say, you will pay more for another flight, none of that. It's about what the sign said, and when we checked in. It's really simple, we checked in prior to Delta's written notification of "better service", not!

 

[CarolA]

Some of us were a lot more sympathetic until the OP insisted she was blameless:



I still think the Delta should have allowed her family to fly standby, without charge, but that would have put her behind all the passengers willing to pay the $25 fee and probably would have split her family. I'm sorry the OP got lost and got to the airport late but Delta gave her family confirmed seats on a later flight for $25 per ticket. The OP wasn't forced to pay for a brand new ticket and wasn't even forced to fly stand by.

Delta could have transported her luggage on a later flight but Delta found those passengers weren't living up to their comittment and were expecting the airline to pay to ship the luggage home. By the time the OP got to the Delta inside the airport there probably wasn't even enough time to go through security and get to the gate.

The suggested arrival time at MCO is 1.5 hours, the OP got their an hour before their flight. Nothing vague.

edited to say I don't think the skycap had the physical ability to make an exception and by the time the OP got to the counter inside there wasn't time to get to the gate.

A few thoughts.

1. You and your luggage cannot be voluntarily sepearated on flights which is what sending the luggage on a later flight would do. (Blame the TSA for that one)

2. Wonder if DL would have waived the fee if the OP and family hadn't spent 20 minutes fighting with them? One of my rules of airline travel is to remember that the agents don't make the rules. Fighting with them generally puts you in a WORSE position then you were originally. (i.e. No FREE standby option offered LOL!) Considering the posts here I can only imagine what the gate agent heard. (If I see the "

You know today in my building I saw a sign that said "Thank you for not smoking" Now the truth is that it's illegal to smoke in this building, but the management felt it was nicer to say "Thank you" The truth is that Delta's standard is 45 minutes, but they felt it was nice to explain WHY "for better customer service" The sign in my building does not specify the impact of you smoking. I guess using the OPs model it would be OK to smoke since it doesn't say you can be fined etc.????

 

[sweetapril73]

A few thoughts.

1. You and your luggage cannot be voluntarily sepearated on flights which is what sending the luggage on a later flight would do. (Blame the TSA for that one)

2. Wonder if DL would have waived the fee if the OP and family hadn't spent 20 minutes fighting with them? One of my rules of airline travel is to remember that the agents don't make the rules. Fighting with them generally puts you in a WORSE position then you were originally. (i.e. No FREE standby option offered LOL!) Considering the posts here I can only imagine what the gate agent heard. (If I see the "

OP you have come across as acting as if you were "blameless" Sorry, but being cluesless is not an excuse (as I often tell my clients)

Sweetie............I'm not being clueless. A rule is a rule is a rule. It was in writing, 45 MINUTES, not checked in completely, not on the plane, not on the ground, just checked in 45 mins prior to departure. I am a very smart woman and some of you agree with my point of view and some of you do not. I guarantee if this happened to you, you would feel the same way. You won't admit that because you would have to swallow your pride and rescind all your comments. However, it doesn't bother me when I'm wrong, I admit it. This time I was not wrong. Delta's policies, TSA's policies are not consistent nor universal and therefore can cause confusion to all travelers.

Nothing else was offered.............lol! Glad you think that's funny! The Delta rep didn't offer ANY OTHER solution, yet there were several. Obviously Delta doesn't strive for excellent customer service nor train their employees well. There were other options but THEY wanted $100 more, case closed.

I'm not blameless, clueless, nor dumb. In a court of law, written documentation is what stands, not hearsay, not assumption, not anything else. And their written "policy" and I use the term losely, states 45 minutes, so if you check in your baggage before then, you should be able to fly. Simple concept!!!!!!!!!!!!! lol...................

 

[Lewisc]

That rule no longer applies, at least for domestic flights. It was repealed when all checked luggage started to get screened.

Some airlines still use that as "an excuse". The airline doesn't want to be stuck paying to transport luggage home when passengers "forget" what they agreed to when they agreed to be "voluntarily separated" from their luggage. Technically the airline isn't lying, I don't think the TSA allows an airline to make an ad hoc exception to a rule regarding luggage. I think once an airline has that rule the TSA requires they uniformly enforce it.

SW is one of the airlines that allows passengers to become "voluntarily separated" from their luggage. They don't have a problem telling the passengers to drive to the airport to pick up their bags.

A few thoughts.

1. You and your luggage cannot be voluntarily sepearated on flights which is what sending the luggage on a later flight would do. (Blame the TSA for that one)

 

[kaytieeldr]

Sweetie............I'm not being clueless. A rule is a rule is a rule. It was in writing, 45 MINUTES, not checked in completely, not on the plane, not on the ground, just checked in 45 mins prior to departure.

Right. "...must be checked in 45 minutes...". Not 'must be checking in', but checked in; in other words, the transaction must be completed by that time.

eta: By the way, as far as I can see, nobody is responding to the OP in a condescending manner; it might not be a bad idea if the OP were to stop addressing us as 'sweetheart' and 'sweetie'. Thanks.

 

[dcgrumpy]

Sweetie............I'm not being clueless. A rule is a rule is a rule. It was in writing, 45 MINUTES, not checked in completely, not on the plane, not on the ground, just checked in 45 mins prior to departure.

but you weren't checked in 45 minutes before. You were at the desk, you weren't checked in. If you're not " not checked in completely" you're not checked in

 

[UConnJack]

A frequent flyer, I think on another board, said passengers that never miss a flight waste too much time in airports. The "price" of ignoring suggested arrival times is occasionally missing a flight.

Ironically, the only flight I've missed was one that I was checked in nearly 2.5 hours before hand. Since I was so early, I had a sit down lunch, did a little shopping, then got to the gate about 10-15 minutes before the flight time, only to find out the plane was boarded and on the tarmack awaiting takeoff. Yeah, I should have been there before 15 minutes, but I still don't understand how the plane was already in the queue for takeoff with 10 minutes left.

 

[Lewisc]

I'm sure their computer cuts off check in at exactly 45 minutes. Your luggage wasn't checked in on time. VERY SIMPLE. The skycap "pushed the button" to check in your bags and the computer basically said sorry you're late. "Court of law" you're wrong. Simple concept.

Tell Delta you got caught in traffic. You got to the front of the line exactly 46 minutes before your flight but he couldn't complete the check in on time. Ask them if they could refund your $100. Very simple concept.

I'm not blameless, clueless, nor dumb. In a court of law, written documentation is what stands, not hearsay, not assumption, not anything else. And their written "policy" and I use the term losely, states 45 minutes, so if you check in your baggage before then, you should be able to fly. Simple concept!!!!!!!!!!!!! lol...................