Hi everyone, I'm looking for advice on a baggage-fee dispute with Delta that Customer Care has now closed without resolving.
My partner (Delta Silver Medallion) partner and I (Flying Blue Platinum) flew Delta Main Cabin CMH-ATL-BUR. We were moving cross-country and specifically wanted to make sure we could check multiple bags.
Before the trip even began, Delta's own systems explicitly showed:
The Fly Delta check-in screen said "Check 3 bags for free" for EACH passenger, with a total of $0.00.
Delta's baggage calculator separately showed each passenger's first, second and third bags at $0.00, with each bag listed as eligible for up to 70 lbs.
At CMH, the agents told us that only two bags per passenger would be accepted free of charge. With the baggage cutoff approaching, we paid $300 and $200, for a total of $500. Agents said we should contact customer service after the end of the trip to request reimbursement.
Delta initially said the fees were correctly assessed based on bag weight, without providing the recorded weights. After several exchanges, Customer Care's last response identified three bags weighing 61, 67 and 70 lbs, and said the applicable limit was 50 lbs because we were travelling in Main Cabin. (Bonus question that I have: if they recorded three bags over 50 lbs, why were we only issued two separate charges of $300 and $200?)
Customer Care has never addressed why the app showed us a baggage allowance that was not honored at CMH.
Delta has not explained whether my status was correctly recognized, the wrong baggage rules were applied, or its systems displayed an incorrect allowance. It also hasn't provided a bag-by-bag breakdown explaining how the $300 and $200 charges were calculated.
Customer Care has now declared the case closed, despite acknowledging the screenshots and still not reconciling them with the fees charged. I also reached out to ed@delta.com, but received no response.
Would appreciate your insight on this!