Bad baggage experience update
As I wrote last Friday (”Bad SkyWest / Delta service!“), we did not have a very good experience after my wife and I arrived in Oakland International Airport on Delta Flight #3957 as we had to wait 45 minutes for our baggage to make it to the Baggage Claim area. (Well, to be precise, we and 48 other unhappy passengers.)
So today I decided to reach out this morning to both SkyWest and Delta via the appropriate feedback pages on their respective Websites — the SkyWest Corporate Communications feedback page and the Delta Email Us page, something I did this morning.
And, as anticipated, I got automated email responses from both companies within the hour letting me know that my email had been received.
However, I received a personalized email this afternoon from Janice Street, Manager of Customer Relations at SkyWest Airlines, in response to my feedback (which was a pleasant surprise).
Janice apologized for SkyWest for the delays we endured in waiting for our luggage and let me know that she has contacted the Regional Director who oversees the Oakland operations. Janice also clarified that Oakland operations are handled solely by Delta on a contract basis and not by SkyWest.
Janice further added that she was forwarding a $50.00 travel certificate to my wife and I as a goodwill gesture, something that was totally unexpected.
This response has gone a long way towards restoring my faith and positive feelings towards SkyWest. Thank you, Janice.
On the other hand, I’m still waiting to hear from Delta.
So for now, a tentative Thumbs Up for SkyWest and a Thumbs Down for Delta.