"This Is My Only Suitcase": Delta Air Lines Criticized After Passenger's Viral Photo Shows Damaged Luggage
Delta Air Lines is under scrutiny after a passenger posted a photo of their severely damaged suitcase on social media, leading to widespread criticism. The Atlanta-based carrier has since apologized and vowed to "make it right."
Rosie, known as @jasminericegirl on X, shared a picture of her suitcase on Tuesday, showing one of its wheels completely torn off. The post quickly went viral, amassing nearly 14 million views and over 200,000 reactions. Rosie expressed frustration, highlighting that it was her only suitcase and costly to replace. She requested Delta to provide a new suitcase to avoid dragging the damaged one home.
The incident reportedly occurred at San Francisco International Airport (SFO), though the originating airport is unclear. Rosie mentioned that she contacted Delta via a direct message on X but was directed to their website, with response times potentially exceeding seven days.
Other users on X shared similar experiences, criticizing Delta for handling luggage poorly. One user mentioned Delta refused to replace their damaged suitcase in March, while another recounted how their suitcase was destroyed during a trip to New York City in February. Another passenger shared the devastation of discovering their 20-year-old guitar was damaged in April.
Rosie returned to SFO on Thursday to seek reimbursement, waiting 45 minutes with the damaged suitcase. She even suggested Delta could compensate her via Venmo, but it was "not looking good." According to the US Department of Transportation (DOT), airlines must compensate passengers for damaged, delayed, or lost bags, provided the damage occurred under the airline’s control. Airlines cannot exclude liability for damage to wheels, handles, straps, and other external components of checked baggage.
Delta confirmed they have been in touch with Rosie to apologize and offer solutions. It remains unclear if reimbursement was provided. Simple Flying reached out to Rosie for further comments but did not receive a response.