The trip was booked through Delta, a partner airline to Air France.
- A passenger has condemned Delta Airlines over its response to a luggage-tampering incident.
- Insider previously reported that Gina Sheldon’s case was filled with dog food instead of gifts.
- Several weeks on, she said the airline still hasn’t reimbursed her for her stolen items.
A passenger has criticized Delta Airlines’ response to a luggage tampering incident.
Insider’s Yelena Dzhanova previously reported that Gina Sheldon’s Christmas gifts had been replaced with dog food and other random items, following a European trip.
Sheldon, a New Hampshire resident, booked her Air France flight through partner airline Delta around Thanksgiving last year.
Now, weeks after the dog-food incident occurred, Sheldon complained that she had not been adequately reimbursed and was angry at Delta’s response.
After interest in the story began to wane, Sheldon said the airline’s handling of the situation was lacking.
Local outlet Fox10 Phoenix reported that as of Friday, she had received 75,000 miles, which she described as substantially less far less than the equivalent of her ticket price.
“Getting the reimbursement has been a challenge,” Sheldon told Fox10 Phoenix. “With being so frustrated, and again feeling like I was being given the royal runaround, I asked to speak to someone at a higher level at Delta but I have not heard back.”
She added: “I also find it disappointing that Delta says customers are their number 1 priority, but I have received canned emails and responses, or they cite carriage agreements and their policies as to why they could not reimburse my ticket.”
According to the outlet, after speaking to Sheldon, it reached out to Delta again.
The airline responded with a statement. It said: “We apologize for this customer’s experience with baggage, despite an otherwise pleasurable experience. We have been in contact with the customer to offer fair compensation as an additional token of our apology for the experience she had while flying our partner Air France.”
Delta and Air France did not immediately respond to Insider’s request for comment.
Delta was among several airlines that cancelled thousands of flights between them over the Christmas and New Year period.