I had traveled from Hartford-Atlanta-Los Angeles-Sydney. I had checked in * bags, * country road bag handles are ripped and broken. It was not heavy at all. When I reported with photos, the luggage handling centre gave me the reference number of the damage: SYDDL*****. They provided the damaged report. They asked me to take to the repair centre. When I took there they said they cannot fix this, they can replace with another one but they need to know the replacement value from delta. When I rang delta, they asked me to go back to Baggage handling section ( Menzies aviation in Sydney). They did not respond yet, even after sending multiple emails. Yesterday I got a call from the sydney luggage centre that delta has declined to settle and the reason given was that I was not accepting the replacement bag. This is not correct and the sydney luggage centre is not giving me any other details and they asked me to go back to delta via feedback. Here are my experience with delta:**. The entertainment system never worked for ** hours, no one helped even after complaint**. Food served was totally ****, Vegetarian meal and not sufficient at all.**. Unfortunately received the bag damaged**. When reported to the baggage centre, never picks up the phone, with repeated try for more than * times, I could get someone**. The baggage centre did say that they will be sending email on what to send to them**. Email never received, upon ringing again -couple of times, I got them and asked them to send the email when I am holding the line. Email came, submitted all details with photographs**. Case number given and the baggage handling section asked us to take the bag to repair centre**. I took the bag, but the repair centre said they will not do anything without the damaged report. Understand Sydney baggage handling section on many occasions do not send the damaged report. Hence the repair centre did not accept our bag**. I co-ordinated with the Baggage section and got the damaged report***. When I gave everything to Baggage repairer they said the bag cannot be repaired. They can replace it with another one, but as the bag is close to * year old ( paid $** ) and they want to know from delta on how much replacement value will be given to us and suitably I can choose the replacement bag. ***. Hence when I rang the call centre, the call went to Malaysia and I did explain all again, they asked me to go back to Sydney Baggage section and ask for the replacement value.***. I did send * emails, but no repsonse from sydney baggage section so far***. Yesterday I got a call from the repairer that delta has declined to process our claim as we rejected the replacement bag. This is not true and I was surprised.**I want someone to ring me on ************ immediately and explain why wrong message is sent and the whole process in co-ordinating with delta representatives is a night mare. Very bad customer service. **I want the bag to be replaced or compensated to the money that I paid. Need to review the whole handling process, baggage handler, repair centre etc.,**Veena Kesari
GetHuman-veenakes did not yet indicate what Delta should do to make this right.