EECB Scores Direct Hit On Delta's $25 Extra Bag Fee

Reader Justin got hit with Delta’s new $25 extra bag fee on the way home from his vacation to West Palm Beach. He turned to the dreaded EECB (Executive Email Carpet Bomb) to get his $25 refund. Let’s listen in:

To: gerald.grinstein@delta.com; james.whitehurst@delta.com; Macenczak, Lee; joseph.kolshak@gmail.com; Gleaves, Daiquiri; anthony.black@delta.com; katie.connell@delta.com; gina.laughlin@delta.com;

Cc: airconsumer@dot.gov

Subject: Unfair $25 Charge

To Whom This May Concern,

I bought 2 tickets to West Palm Beach from Boston on January 29th.

[redacted]

For the Trip down we brought 3 checked bags with no charge. To my surprise on our return trip we were charge $25 for the 3rd bag.

While I do understand the fee I believe that I should be reimbursed this $25 as it was not agreed to at the time of purchase or at the time of departure.

I appreciate any help that can be given in this matter,

-Justin

Delta replied:

Thank you for your email to our executives. They asked that I reply on their behalf.

I also left you a voice message. As a one time exception, I will be happy to refund the $25.00 fee. Could you please provide me with a mailing address to send the check?

Once received, I will process the check and you should receive it within 7 to 10 business days.

Thank you again for writing and for your business. We hope you chose Delta again when your plans call for air travel.

All my best,

Greg Ingram
Executive Assistant

If you’re running into a wall with your customer service problem, the EECB can be mighty effective. For more information about launching your own EECB, click here.

(Photo: So Cal Metro )