Delta Apologizes for Calling Cops on Passenger Filing Damaged Luggage Claim
Delta Air Lines has apologized for calling the police on a woman who filed a damaged baggage report at the Delta claims desk at Boston Logan International Airport (BOS).
"I have never been so humiliated in my life," Arlene Baldwin tweeted about the experience, saying that she discovered several rips on her luggage after flying Delta from Kentucky to Boston on August 24. As a result, she tried to file a claim with Delta in Boston, which escalated to Baldwin requesting the manager on duty. When the manager arrived, he allegedly told Baldwin that the customer service representative would assist her, and left the office before she caught his name.
At the end of the lengthy back-and-forth between customer service and Baldwin, she asked the representative for the names of all the staff who had worked at the desk that day, including the manager. The customer representative repeatedly refused to answer Baldwin, who videotaped part of the exchange. In the 2-minute long video, the customer service representative looked up and called an outsider on the phone for assistance, saying, "Hey Frank, it's Teddra. Can I have the state police in baggage, please? I have a lady who is in my face recording me and won't leave the office."
Baldwin left the Delta desk after that, stating that she felt unsafe at the threat of police intervention. "If a white person calls the police on a black person, it can end badly," Baldwin told Yahoo Lifestyle. "I would like to know why she called the police. Company diversity training is needed," said Baldwin, who is black.
Baldwin said she reached out to Delta corporate customer service four separate times over the incident: once each on August 24th and 25th, then again on August 28th and September 12. At Delta's request, Baldwin sent over the video of her customer experience via Twitter direct message on August 28. However, Baldwin said that, beyond a Twitter response to her original tweeted complaint, Delta did not reach out to her directly until three weeks later, when she publicly shared the video footage of the altercation on September 17.
Baldwin posted an update Thursday afternoon, September 20, stating that a Delta representative had reached out that day to offer a bag replacement and $300 Delta flight credit, which Baldwin said she declined.
Delta released a statement regarding Baldwin's complaint, saying, "We apologize to this customer for her experience in the Boston baggage service office and Delta is in contact with her to better understand what transpired. We take situations like these seriously and we are working directly with this customer to use this as an opportunity to learn from her experience and improve on future customer interactions."
TPG was unable to reach Baldwin for comment by the time of publication.
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 3X | Earn 3X Miles on Delta purchases. |
| 1X | Earn 1X Miles on all other eligible purchases. |
Pros
- Delta SkyClub access when flying Delta
- Annual companion ticket for travel on Delta (upon renewal)
- Ability to earn MQDs through spending
- Various statement credits for eligible purchases
Cons
- Steep annual fee of $650
- Other Delta cobranded cards offer superior earning categories
- Earn 100,000 Bonus Miles after you spend $6,000 or more in purchases with your new Card within the first 6 months of Card Membership and an additional 25,000 bonus miles after you make an additional $3,000 in purchases on the Card within your first 6 months, starting from the date that your account is opened. Offer Ends 04/01/2026.
- Delta SkyMiles® Reserve American Express Card Members receive 15 Visits per Medallion® Year to the Delta Sky Club® when flying Delta and can unlock an unlimited number of Visits after spending $75,000 in purchases on your Card in a calendar year. Plus, you’ll receive four One-Time Guest Passes each Medallion Year so you can share the experience with family and friends when traveling Delta together.
- Enjoy complimentary access to The Centurion® Lounge in the U.S. and select international locations (as set forth on the Centurion Lounge Website), Sidecar by The Centurion® Lounge in the U.S. (see the Centurion Lounge Website for more information on Sidecar by The Centurion® Lounge availability), and Escape Lounges when flying on a Delta flight booked with the Delta SkyMiles® Reserve American Express Card. § To access Sidecar by The Centurion® Lounge, Card Members must arrive within 90 minutes of their departing flight (including layovers). To access The Centurion® Lounge, Card Members must arrive within 3 hours of their departing flight. Effective July 8, 2026, during a layover, Card Members must arrive within 5 hours of the connecting flight.
- Receive $2,500 Medallion® Qualification Dollars with MQD Headstart each Medallion Qualification Year and earn $1 MQD for each $10 in purchases on your Delta SkyMiles® Reserve American Express Card with MQD Boost to get closer to Status next Medallion Year.
- Enjoy a Companion Certificate on a Delta First, Delta Comfort, or Delta Main round-trip flight to select destinations each year after renewal of your Card. The Companion Certificate requires payment of government-imposed taxes and fees of between $22 and $250 (for itineraries with up to four flight segments). Baggage charges and other restrictions apply. Delta Basic experiences are not eligible for this benefit.
- $240 Resy Credit: When you use your Delta SkyMiles® Reserve American Express Card for eligible purchases with U.S. Resy restaurants, you can earn up to $20 each month in statement credits. Enrollment required.
- $120 Rideshare Credit: Earn up to $10 back in statement credits each month after you use your Delta SkyMiles® Reserve American Express Card to pay for U.S. rideshare purchases with select providers. Enrollment required.
- Delta SkyMiles® Reserve American Express Card Members get 15% off when using miles to book Award Travel on Delta flights through delta.com and the Fly Delta app. Discount not applicable to partner-operated flights or to taxes and fees.
- With your Delta SkyMiles® Reserve American Express Card, receive upgrade priority over others with the same Medallion tier, product and fare experience purchased, and Million Miler milestone when you fly with Delta.
- Earn 3X Miles on Delta purchases and earn 1X Miles on all other eligible purchases.
- No Foreign Transaction Fees. Enjoy international travel without additional fees on purchases made abroad.
- $650 Annual Fee.
- Apply with confidence. Know if you're approved for a Card with no impact to your credit score. If you're approved and you choose to accept this Card, your credit score may be impacted.
- Terms Apply.
- See Rates & Fees