Delta learns from its mistakes

I'm sure many readers are familiar with the fuss that erupted a couple of weeks ago, when Delta Airlines charged some returning US servicemen almost $3,000 to check their extra bags (including weapons cases). It provoked outrage among servicemen and veterans, and a large number of vituperative letters, blog posts and articles.

Well, Delta stepped up to the plate on this one. They accepted full responsibility and moved as fast as possible to rectify the situation. Here's what their blog had to say.

Thank you to everyone who has participated in the recent conversations on baggage allowances for active duty U.S. military personnel. We appreciate all of your thoughts and insight, and want to share an update on the soldiers involved as well as changes to our official policies.

First and foremost, we want you to know we’re continuing to work with the soldiers individually to make this situation right for each of them. We regret that this experience caused these soldiers to feel anything but welcome on their return home. We honor their service and are grateful for the sacrifices of our military service members and their families.

After careful consideration, effective immediately, U.S. military personnel traveling on orders in First Class and BusinessElite can check up to five bags at no charge and 4 bags in economy class. This change also adds dependents traveling with active military on orders. Each bag may weigh up to 70 lbs. (32 kg) and measure up to 80 linear inches (203 cm), which offers added flexibility over the standard 50 lbs. and 62 linear inches (157 cm) allotment. Because of weight, balance and space constraints, Delta Connection carriers will accept up to four bags at no charge. You can read the updates to the travel policy on delta.com.

We hope these changes to our policies reflect the true respect we hold for our service men and women and again demonstrate our appreciation as both a company and as individuals who benefit from the freedom our troops defend. We also hope this echoes our commitment to listening, learning, and our continued dedication to constant improvement.

There's more at the link.

Just in case this was a 'damage control' post that hadn't been followed up, I went to Delta's Web site this evening and looked up their baggage policy. Sure enough, there it is, near the bottom of the page, in black and white:

Checked Baggage Exceptions

Please note the following exceptions:

. . .

§ Active duty U.S. military personnel on orders to or from duty stations and dependents traveling with them or active U.S. military dependents traveling on relocation orders may check the following at no charge:

- Up to four bags in Economy Class on Delta and in all cabins on Delta Connection flights
- Up to five bags in BusinessElite, First, and Business Class on Delta aircraft only

Note: Each bag may weigh up to 70 lbs. (32 kg) and measure up to 80 linear inches (203 cm)

Additionally, active military personnel traveling on personal business on Delta and Delta Connection operated flights may check two bags up to 50 lbs (23 kg) and 62 linear inches (158 cm) at no charge.

Kudos to Delta for fixing this problem so quickly. As Blackfive commented:

While we do need to bust the chops of those who deserve it, we also need to recognize and reward those who do good and/or change to do good or better. I've just put some business Delta's way, and hope you will too. Positive reinforcement works wonders, and is well deserved in this case.

It looks like other airlines are doing much the same thing. It's good to see the airline business fixing a problem like this.

Peter