Good: They were polite, fast, called to tell me when they were coming, and arrived when they said they would.. Bad: Nothing. Improvements: None. Other: After all the bad comments here, I called them... More

Good: They were polite, fast, called to tell me when they were coming, and arrived when they said they would.. Bad: Nothing. Improvements: None. Other: After all the bad comments here, I called them when the airline told me my luggage had been picked up by them. The *very nice* and *polite* dispatcher told me that he did not have a record of my bags, and that the airline had probably updated their record when the plane came in. We both agreed that I could go out on an errand before the bags would be delivered. After I returned he called again and told me when the bags would be delivered, "between 10 and midnight". 10:10 P.M. they were delivered, intact..
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Executive Summary: I've never had someone be so rude so quickly into a conversation. My bag was delayed on United. I was going to bed, so I left a note for the driver to leave it at the front... More

Executive Summary: I've never had someone be so rude so quickly into a conversation. My bag was delayed on United. I was going to bed, so I left a note for the driver to leave it at the front door. The next morning, the bag wasn't there, and I had a message to call Deputy Delivery Services. When I called, I could hardly understand the man because of the noise on the other end. I asked him to repeat himself and he started right in with a condescending voice, as if I was wasting his time. "Did you check around the house? I would have checked around the house before I even called." He called the driver, and it turns out it was delivered to the wrong address. No apology from the dispatcher, although the driver actually called separately to apologize. I rarely feel compelled to do things like this, but I filed a report with United, and posted here.
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I have worked in the service industry for more than 6 years and understand that sometimes there are extenuating circumstances that make it difficult to do your job. However, I have never been... More

I have worked in the service industry for more than 6 years and understand that sometimes there are extenuating circumstances that make it difficult to do your job. However, I have never been treated this rudely by a customer service agent. My bag was delayed and I was first told that it would be delivered by 6 pm at the latest. At 8 pm I was told that it would arrive within the hour. At 10 pm I was told that it would be delivered within the hour. At 1 am I was told the same thing and was told that I would receive a phone call within the hour. By 10 am in the morning, I had not received a phone call nor my bag. After contacting the delivery service through the airlines, I was told that I would be called personally within the hour by Daryl. After an hour and a half without a bag or a call, I called the delivery service and spoke with Daryl. He was so incredibly rude I could not believe it. He would not let me talk and kept interrupting me. During this call I received a phone call on the other line from a woman in Bedford, Ma who said that she had my bag. We had to set up a place to meet to get the bag which was very difficult as I do not have a car and she had to drive to a T stop to meet me. I have never been treated this rudely and think that it is very irresponsible that the airlines continue to use this service to deliver delayed luggage. If I have another bag that is delayed when I fly into Logan Airport, I will request that it is kept at the airport and I will pick it up on my own.
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By the time I got off the phone with this "gentleman" on Friday night, the last thing I was worried about was my luggage. I work in sales so I speak to customers all day long and I have NEVER been... More

By the time I got off the phone with this "gentleman" on Friday night, the last thing I was worried about was my luggage. I work in sales so I speak to customers all day long and I have NEVER been spoken to like this before. The "gentleman" on the phone assured me that my bags were not in the system and he knew nothing about them (this is after the woman from Delta said that the Delivery guy was standing in front of her and she was handing the bags to him now, while I was on the phone with her). AT 5pm the airline called me and said that they were literally handing the bags to the delivery person and there was a window of 4 hours that they would arrive at the hotel. Around 10pm I called and was hung up on after I told the "gentleman" my situation. He said he could not help me and after I ask him for suggestions on what I should do he yelled, "I listen to your whole speal about how you don't have your luggage and I didn't even comment on your complaining, I told you that I cannot help you!!" and hung up!!!! I called again to see if he could look up the bags on another name, so he started to help me while I spelled out the name, he interrupted me and said, "Excuse me, I am a student at MIT, I don't need you to spell the damn name out for me" he told me there was nothing there and hung up the phone AGAIN. I had my boyfriend call back a hour later because we still did not have our bags, and he was extremely nice to my boyfriend and even said, "I think I spoke with your girlfriend earlier, and I just want to let you know that I was not being rude" the airline called him and he told them, I CURSED at him and HUNG UP on him! I have never been so upset in my life, I didn't even care about my luggage anymore.I asked to speak to the manager and he said he was the manager. I have already contacted the BBB and hopefully this "business" will be taken care of.
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I had waited a long time to get my luggage and when I called them to follow up on what is going on, this guy picked up, extremely rude, telling me "it's gonna get there" I thought I'm imagining... More

I had waited a long time to get my luggage and when I called them to follow up on what is going on, this guy picked up, extremely rude, telling me "it's gonna get there" I thought I'm imagining things, the tome and the nerv. Not to mention that the driver called me in the morning to assure me he's drop off my luggage between 10-12, which of course didn't happen. I would NEVER recomend their service.
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I am not a complainer by any means. Being in the appliance, service and delivery business, I am very understanding and accommodating by nature. My saga starts with my Northwest flight from San... More

I am not a complainer by any means. Being in the appliance, service and delivery business, I am very understanding and accommodating by nature. My saga starts with my Northwest flight from San Diego to Boston with a stop in Detroit(surprisingly nice airport, BTW). Well, they lost my luggage, even though it was on the same plane. Unusual, but it happens, no problem at all. I live here, and my girlfriend has some clothes. This is where the "fun" begins. I receive a call from Deputy Delivery, and they want to deliver from 9-12 at night. I asked what time earlier or later. They could not tell me, which is a precursor for what would happen later. I said deliver it tommorrow, and DJ, the dispatcher and supervisor(I would learn later) said between 8-11. My girlfriend waits, and at 11 calls them. The new dispatcher says that we should have never received that time, and said it was out for the afternoon. As afternoon is 6 hours, they could not be pinned down for any of the six. At 6, they are a no show, BUT the bags are out for delivery...Comforting. I call that night and change the delivery to my office...You guessed it between 8-11 Day 3 begins with me calling the dispatcher. He said that when the driver comes in at 9:30. I would be one of the first deliveries(just obviously not at 8)...That was 2 hours ago. Still no luggage with no way of knowing I still would not be that angry, but my girlfriend informs me that she needs some meds that are in that bag. I am more mad at the apathy as much as the gross incompetence. If Northwest loses your bag, just hope you do not need the contents for at least a week Sorry for the rant
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