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Not Ready When You Are
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When the airline loses your baggage, it's a pain, an inconvenience, a financial burden, all of that. But when Delta Air Lines lost this pole vaulter's baggage, it may have ruined her ability to win a national championship. That's because they didn't deliver her poles. In fact, the poles never left the oversized baggage area at her departure airport. And then they managed, once they WERE located, to detour to Atlanta for two days for no apparent reason. The woman had to borrow poles and, of course, lost. Delta's response? Of course: two $100 vouchers and maybe a refund of the shipping charge. And they gave her crappy customer service. Why should they do any better? No matter how much they screw up, people will fly them. For a lot of routes, there's no other option. (MSNBC)
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