My "Fuck You Delta Baggage Handler" letter

[Moe]

An otherwise perfect weekend vacation has been ruined by the fuckhead who stole a $500-plus camera out of my bag Friday, and I’m 99% sure it has to be a Delta baggage handler.

I flew to Cleveland on fairly short notice to party with a very special friend of mine for the weekend in order to send her off properly to her new job in France. I’m generally not much of a picture-taker and have rarely owned a camera in my life; this passed weekend was no exception. I did want pictures, but the camera was actually bought for and owned by my place of work which makes this particularly complicated. Now I have to figure out how to tell my boss tomorrow that I’ve just put him in the uncomfortable position of having to advocate for another $500 in state money to replace the camera which I took it upon myself to “borrow” but failed to return (assuming he doesn’t expect me to pay out of my own pocket which I really couldn’t blame him for, but which is really far beyond my means right now).

I wrote Delta a letter of complaint which, my anger and frustration today having gotten the better of me, probably has a tone (not to mention length) that a more level-headed me wouldn’t have written (or at least not with the primary goal of getting a response from Delta). I haven’t sent it yet, (I’m exhausted and cranky and should probably sleep on it) but I’m posting it here just for the sake of completing the catharsis before I sleep. (despite my threat at the end, this is really the only place I’m posting it at this time).

August 28, 2006

Dear Delta;

I’m writing to let you know my extreme disappointment with my experience this passed weekend on one of your flights, specifically a theft of a very expensive camera from my checked in bag, and the Kafkaesque runaround I got from customer service regarding the incident.

It was on the following flight:

Flight 5541
Friday, August 25th
Departing: JFK at 8:55am
Arriving: CLE at 10:45am

I arrived to check in at approximately 7:30am with only a single knapsack which, owing to the fact that it contained hair gel and a bottle of water, I was forced to hand over to your baggage handlers (along with my trust). I took a last drink from my water bottle, placed the bottle right on top in the large zippered compartment of the bag, and left it with TSA. When I arrived in Cleveland I quickly claimed my bag on the first cycle of the carousel, insuring I was the only one to handle it at this point.

I immediately noticed the bag felt lighter and seemed less bulky than I’d remembered, but I was short on sleep and just assumed it was my own error. But then I opened it to find my water bottle missing and clothing rearranged, and in my tired state an explanation seemed obvious – TSA must’ve done a security check and disposed of the bottle (though I was fairly certain that water was permitted in checked baggage again I assumed it must be my own error).

It wasn’t until hours later while at the house where I was to be staying for the weekend that I’d discovered my Canon Powershot digital camera missing from a pocket in a completely different zippered compartment of the bag. Immediately I called Delta’s baggage service department where a representative stolidly informed me that Delta’s insurance would not cover missing electronic equipment from baggage and that I should contact TSA (which I did) since it is them, and not Delta, that actually conducts the baggage inspections. I also called the Lost & Found of both airports to no avail.

There wasn’t much more I could do that day from where I was, but when I arrived back at JFK this morning I went through, in person, much of exactly what I’d gone through on the phone three days earlier: An indolent Delta Baggage Office agent (incidentally this is the second one I’d spoken to today, the first in terminal two having sent me over to the office in terminal three for some reason) was quick to deny responsibility, while at the same time implicating TSA. She opened a “courtesy file” for me (JFKDL36125) which seemed more a vacuous gesture intended to pacify a customer for the moment, rather than an effective measure in addressing the issue.

Though I fully intend to file a claim with TSA, I’m fairly confident that they are not to blame; there was no note left in the bag as there should have been if they inspected it; in the brief time that a bag is in their possession they are under constant video surveillance and they know that; and they were considerably more professional and genuinely concerned about my plight than the Delta employees I spoke to (which is quite surprising for a number of reasons!), and that includes at least two supervisors.

I would think (and hope) that Delta would be outraged by the possibility that their employees could steal from their customers in such a manner, yet, and despite my patience throughout much of this, I was made to feel more like a nuisance than a victim. Moreover, as best as I can tell, there doesn’t seem to be any safeguards preventing this! With no traceability, no policy in place to insure baggage contents, and TSA as a convenient scapegoat, what is there to deter one from freely rummaging through anyone and everyone’s bag?

Admittedly, I may not be the most savvy traveler, and this letter may be quite naïve for all I know – perhaps it is common knowledge that it is unwise to place valuables in the trust of baggage handlers – but I am internet savvy enough to post and email this letter to as many message boards, blogs, and news sources as I can. If this is an isolated or rare incident than none of this will matter much to anyone (but me). However, if there are at least a few out there who may have been recently frustrated by similar experiences, perhaps Delta will share in the outrage.

[black_rabbit]

So you…

[ul]
[li]Borrowed an expensive camera that didn’t belong to you,[/li][li]without permission from the owner,[/li][li]who happens to be the taxpayers,[/li][li]and you let it out of your sight?[/li][/ul]

Why the hell aren’t you writing a complaint letter to yourself?

[Lightnin]

@black rabbit

So you…

[ul]
[li]Borrowed an expensive camera that didn’t belong to you,[/li][li]without permission from the owner,[/li][li]who happens to be the taxpayers,[/li][li]and you let it out of your sight?[/li][/ul]

Why the hell aren’t you writing a complaint letter to yourself?

'Cause, you know, this completely relieves Delta of any responsibility.

[Uncommon_Sense]

A co-worker of mine recently had his X-box stolen from his checked bag. I don’t think he wrote a letter to anyone or made any attempt to reclaim the lost goods. He simply shrugged it off as a seemingly unavoidable part of traveling. Playing the odds and loosing, as it were.
I, however, was pissed off after hearing the story. Why should they be able to rifle through your belongings and keep whatever they want?
If there is video, whose watching it and whose in kahoots with whom?

[El_Kabong]

Well, not much to do but chalk it up to experience. Several people could have gone through the bag at either end, and there is no way to prove that an employee of any specific company or agency might have carried out the theft.

Regardless of that, I’m afraid I can’t work up a whole lot of sympathy for the OP. Why would anyone leave an expensive camera in a soft bag like a checked knapsack? Even without the theft, there’s a better than even chance that the machine could be damaged during handling.

Why, other than sheer laziness, would the OP not remove the camera and carry it on board?

I’m sure the OP doesn’t want to hear this, but if I were the boss, damn right I’d be expecting the OP to buy a new camera out of his own pocket.

[Giles]

Yes, it’s strange. They spend billions of dollars to keep nail clippers and bottled water off planes, but they don’t seem to invest much in the security of baggage handling.

[black_rabbit]

@Lightnin'

'Cause, you know, this completely relieves Delta of any responsibility.

Yes.

In fact, he should be writing a thank you note to Delta instead of a complaint letter, for their teaching him this valuable life lesson.

Oh, wait, I never said that, did I?

Whoever stole the camera is a shithead. But it’s not that different from leaving your CD wallet on the front seat when you park your car in a bad neighborhood - you’re just begging to get your shit took.

[Cheesesteak]

@El_Kabong

I’m sure the OP doesn’t want to hear this, but if I were the boss, damn right I’d be expecting the OP to buy a new camera out of his own pocket.

Me too. It’s something different if the equipment was brought in the exercise of your duties, but you took it, I assume, without permission for personal use.

Just for future reference, this is what disposable cameras are for.

[Spoke]

@Moe

Now I have to figure out how to tell my boss tomorrow that I’ve just put him in the uncomfortable position of having to advocate for another $500 in state money to replace the camera which I took it upon myself to “borrow” but failed to return (assuming he doesn’t expect me to pay out of my own pocket which I really couldn’t blame him for, but which is really far beyond my means right now).

I don’t understand why you would even consider asking taxpayers to cover the cost of this camera. It is your responsibility, as I see it, since you took the camera without permission, and for no official purpose.

[Antigen]

@Moe

I arrived to check in at approximately 7:30am with only a single knapsack which, owing to the fact that it contained hair gel and a bottle of water, I was forced to hand over to your baggage handlers (along with my trust). I took a last drink from my water bottle, placed the bottle right on top in the large zippered compartment of the bag, and left it with TSA.

Ok. So you’re teling me that you’ve got hair gel, a water bottle, and a very expensive camera (which belongs to your employer) in a knapsack. Knowing that you can’t have hair gel and water in a carry-on bag, you opt to check the whole bag instead of tossing your hair gel and water bottle?

Yeah, you made a bad call.

Yes, it sucks that the camera’s gone, and you definitely were robbed. I hope you get everything straightened out. But really, it’s like walking around downtown with 20s sticking out of your back pocket and then being pissed when someone swipes them.

[saoirse]

@Antigen

Yes, it sucks that the camera’s gone, and you definitely were robbed. I hope you get everything straightened out. But really, it’s like walking around downtown with 20s sticking out of your back pocket and then being pissed when someone swipes them.

I don’t see how it’s like that at all. If a corporation says, “Give us your luggage; we’ll be responsible for it,” it means they are responsible for it. The guy standing on a streetcorner smoking a damp cigarette he pulled out of the gutter did not say, “Park your car here, we’ll be responsible for it,” or “Pay us $300 and we’ll rob you, too.”

Or maybe you’re right. New slogan:
“Commercial Aviation. It’s like walking down a darkened street in a crack-infested neighborhood.”

[Trunk]

“kafkaesque runaround”

Are you *trying * to get your letter posted on the employee refigerator for everyone to laugh at?

[Waverly]

@saoirse

Or maybe you’re right. New slogan:
“Commercial Aviation. It’s like walking down a darkened street in a crack-infested neighborhood.”

Errr… No. There is no excuse for theft, but there is no escaping the conclusion that this particular theft is more problematic for the OP because he himself took the camera without permission! Had the camera arrived back in the office unharmed after the trip, it would still be wrong.

His letter should be shortened too:

"Dear Sir or Madam,

I wish to make it known that because of your egregious theft, my own theft will now be noticed.

Yours truly,
Unhappy Pilferer"

[Dewey_Finn]

You really ought to replace the camera before even mentioning that you borrowed it to your manager. (On the bright side, these things get cheaper all the time, so it might cost less now.)

I doubt that the airline is responsible for replacing the camera, per this statement from their website, “No liability for electronic equipment, photographic equipment, jewelry, cash, computer equipment, or other similar valuable items.”

And even if the camera weren’t missing, I’d be worried about putting it in a checked bag with a water bottle. What if the bottle leaked or broke?

[dropzone]

I am a former baggage handler and apologize for the sticky fingers of my union brothers. However, I agree it’s like the CD case on the front seat or the $20 in the back pocket in that there are some people who cannot help themselves; if they see a pretty bauble they have to take it. It’s not fair for one of us to leave a stolen camera right there, tempting them, because we were too cheap to pitch a half a bottle of water and some hair goop.

Good God, you acted massively and publicly stupid, yet you want us and Delta to sympathize with you? You’ve been here six years; what gave you the idea that would happen?

[JRDelirious]

Moe, for Criminy’s sake DON’T send that letter, they’re more likely to post it on a bulletin board under the heading of “Idiot Customers” for all to deride you!!

(A)

@Antigen

Ok. So you’re teling me that you’ve got hair gel, a water bottle, and a very expensive camera (which belongs to your employer) in a knapsack. Knowing that you can’t have hair gel and water in a carry-on bag, you opt to check the whole bag instead of tossing your hair gel and water bottle?

Indeed. Further:

Flight 5541
Friday, August 25th

Two weeks into the general fluid substances ban. The hair gel should have never left home and the water bottle should have been consumed and tossed at the terminal.

(B)

@saoirse

If a corporation says, “Give us your luggage; we’ll be responsible for it,” it means they are responsible for it.

Except it has been decades since (a) all major airlines have made a part of their standard Warsaw Convention Contract of Carriage that they are **not ** responsible for certain fragile, expensive items in checked luggage; and (b) every travel advisor on Earth has been advising that items such as a $500 Canon camera must go carry-on if you hope to have use of them at the end of the flight.

From the DELTA website, the applicable parts of the legalese:

F. Acceptance of Fragile, Perishable, or Precious Items

1. Items Deemed to Be Fragile, Perishable, or Precious
   The classes of items listed below are deemed to be fragile, perishable, precious, or otherwise unsuitable as checked baggage and will not be accepted as baggage, except as set forth in this subsection.
   a) …
   …
   h) Photographic/Cinematographic Equipment
   Cameras, lenses, flash bulbs, projectors, video cameras, and other photographic or cinematographic equipment
   …
   Any item not otherwise listed above which, by its nature or packaging, is subject to damage or spoilage during its carriage as checked baggage, despite exercise by the carrier of ordinary care in its handling.

2. Acceptance of Fragile, Perishable or Precious Items
   a) …
   b) Precious or Highly Valuable Items
   Precious or other highly valuable items, including without limitation cash, cash equivalents, securities,negotiable instruments, irreplaceable documents, jewelry, silverware, precious metals, works of art,computers, electronic equipment, photographic equipment, and any other items that cannot be easily replaced if lost or damaged may not be transported in checked baggage.
   …
   d) Acceptance of Other Fragile or Perishable Items
   Perishable items and fragile items ** not accepted by Delta pursuant to the preceding section may be accepted upon the condition that the passenger agree in advance and in writing to release the carrier of liability for loss or damage resulting from the unsuitability of such items as checked baggage and/or the inadequacy of their packaging, in a Limited Liability Release form** to be provided by Delta.
   …
   …

3. Special Items
   a)…
   b) No Liability for Loss or Damage to Fragile, Perishable, or Precious Items Not
   Identified to Delta at the Time of Check-In
   Delta shall not be liable for any loss or damage to precious items, nor for deterioration or spoilage resulting from delay in delivery of any perishable items, nor for damage to, or damage caused by, fragile articles that are unsuitably packed, if such items are included in the passenger’s checked baggage without Delta’s knowledge. It is the responsibility of the passenger to identify such items to Delta at the time of check-in.
   c) Fragile or Perishable Items Accepted Pursuant to Limited Liability Release
   Delta will not be liable for loss of, damage to, or delay in the delivery of a passenger’s baggage or other property accepted by Delta pursuant to the execution of a Limited Liability Release form executed by the passenger for the purpose of inducing Delta to carry the item, except as expressly provided by the terms and conditions of the Limited Liability Release form executed by the passenger.

IOW, if he did not tell Delta about the camera, Delta is nor responsible. And if he DID tell Delta, they would require him to sign a release.

(C)
It’s a public agency’s camera??? (not that it would be right were it Opal’s). You oughta be worrying about a write-up just for removing it.

Here’s some things the OP will have good use for:
:smack: :smack: :smack: :smack: :smack: :smack: :smack: :smack:

[Critical_Mass]

@Moe

Now I have to figure out how to tell my boss tomorrow that I’ve just put him in the uncomfortable position of having to advocate for another $500 in state money to replace the camera which I took it upon myself to “borrow” but failed to return

Have you had that conversation yet? How did it go?

[myskepticsight]

Buy a small, real suitcase.

With a lock.

[ZipperJJ]

Wow so let me get this straight…Delta says they aren’t responsible for your electronics if they get broken from the time you drop your bags off to the time you pick them up. Fair enough - they’re not running a Precious Things Daycare.

However…they’re not responsible if it gets stolen either?! WTF? So this gives all Delta employees a WRITTEN LIST of things they’re allowed to steal from baggage?

But if all of my $10 pants get stolen out of my luggage, then I can complain?

I’m not a seasoned traveller (only been on a plane 4 times) and it would NEVER occur to me that my camera, safely tucked between 12 pairs of socks, is fair game for my airline to “misplace” simply because it’s expensive.

I agree that the OP was an ass for taking the company’s (the government’s!) camera w/o asking but it still doesn’t un-boggle the face that Delta can just shrug it off.

[saoirse]

Originally Posted by saoirse
Or maybe you’re right. New slogan:
“Commercial Aviation. It’s like walking down a darkened street in a crack-infested neighborhood.”

@Waverly

Errr… No. There is no excuse for theft, but there is no escaping the conclusion that this particular theft is more problematic for the OP because he himself took the camera without permission! Had the camera arrived back in the office unharmed after the trip, it would still be wrong.

Err… yes, actually. Every experienced traveler in this thread has said that checking a valuable item is like leaving it in a car in a bad neighborhood, or walking down a street with it in a bad neighborhood. I don’t really give a shit if black rabbit had any business with the camera. The airlines should just be honest and say, “We get to steal anything in your bag. Don’t like it? Don’t get on the plane.”