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.
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 5X | New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App. |
| 3X | Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines. |
| 2X | Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Pros
- Valuable dining and food-related credits
- Flexible rewards with airline and hotel transfer partners
- Multiple travel and purchase protections
- No foreign transaction fees
- Access to Amex Offers for additional savings (enrollment required)
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $8,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App.
- Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines.
- Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- Pay It® lets you tap in the American Express® App to quickly pay for small purchase amounts throughout the month and still earn rewards the way you usually do. Plan It® gives you the option to split up big purchases into equal monthly payments with a fixed fee. You’ll know upfront exactly how much you’ll pay.
- Updated! $120 Dining Credit: Earn up to a total of $10 in statement credits monthly when you pay with the Gold Card at Grubhub (including Seamless), Buffalo Wild Wings, Five Guys, The Cheesecake Factory, and Wonder. This can be an annual savings of up to $120. Enrollment required.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year at over 10,000 qualifying U.S. Resy restaurants after you pay for eligible purchases with the American Express® Gold Card. That’s up to $50 in statement credits semi-annually. Enrollment required.
- $84 Dunkin' Credit: Earn up to $7 in monthly statement credits after you pay with the American Express® Gold Card at U.S. Dunkin’ locations. Enrollment required.
- $120 Uber Cash on Gold: Enjoy up to $120 in Uber Cash annually with your Gold Card. Just add your Card to your Uber account and you'll get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an Amex Card for your transaction.
- New! As an American Express® Gold Card Member, you can enjoy complimentary Hertz Five Star® Status. Enjoy benefits like skipping the counter at select locations, adding an additional driver at no additional cost*, and vehicle upgrades**. Benefit enrollment and Hertz Gold+ registration are required. *Additional drivers must meet standard rental qualifications and must be a spouse or domestic partner to qualify as complimentary. Other additional drivers subject to fees. **Benefits are subject to availability and vary by location. Additional Hertz program Terms and Conditions including age restrictions apply.
- Take advantage of a $100 credit towards eligible charges* at over 1,300 upscale hotels worldwide when you book The Hotel Collection through AmexTravel.com or the Amex Travel App **. *Eligible charges vary by property. **The Hotel Collection requires a two-night minimum stay.
- Book your travel through the Amex Travel App with added peace of mind – backed by American Express® service and support. Only for American Express® Card Members.
- Whenever you need us, we're here. Our Member Services team will ensure you are taken care of. From lost Card replacement to statement questions, we are available to help 24/7.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.