Wednesday, July 17, 2019

Web Secret 581: Why my iPad has Diamond Medallion status

During a recent trip from New York City's LaGuardia Airport to Ft. Myers, Florida, I left my iPad in the seat pocket of the plane.

I realized this happened approximately 6 hours after I left the airport, and my first step was to contact Delta Lost and Found. Well friends - here's a bit of bad news - most of the airlines have outsourced their lost and found departments to companies with catchy names like instaFILE. I paid instaFILE the required fee of $29.95 and waited for a miracle.

The following morning I suddenly remembered that I wrote a column about technology. I fired up "Find my iPad" and realized my iPad was still on the plane - it was on the runway back at LaGuardia - so glad Delta does a thorough job of cleaning their airplane.

My instaFILE agent sent me this message:

"Hello Marina,

My name is James and I am currently working on the search for your iPad mini. I look forward to handling your case and will be reporting back to you with an update on your claim."

I wrote back:

"Hi JAMES - I did 'Find my iPad' and yesterday it was located “near LaGuardia airport, NY” - today it shows the iPad is at the Minneapolis/St. Paul International Airport which makes me think it is still in seat pocket 27D of the Delta plane I flew in on yesterday."

A day passed and James wrote :

"Hello Marina,

Thanks for informing me of the location of your iPad. I will continue to search for how to get it. Thanks,- James"

Then, all of a sudden James informed me he had forwarded my case to Delta. They wrote:

"Dear Marina,

You've lost something important to you and we're dedicated to helping you find it. We'll search our inventory of items and e-mail you if we find an item that closely matches your description. Although we do not accept liability for lost items, we are committed to reuniting our passengers with their lost belongings.


Delta Air Lines Lost Item Recovery Team"

I watched helplessly as my iPad continued to jet set around the USA. It flew to Jacksonville,Florida, it flew back to LaGuardia. I continued to keep Delta and James informed of its whereabouts via email - the only we I could communicate with them.

Delta wrote again:

"Dear Marina,

The search continues. Although we have not yet located your missing item, know that we are still diligently searching for it.


Delta Air Lines Lost Item Recovery Team."

At this point I got exasperated and filed a complaint with Delta:

"You must not clean your planes very well because I left my iPad mini 5 on my flight on and it just keeps flying around the country in the seat pocket of the plane I was on. Reference my lost id claim number. I can track the location of the iPad on my computer. It is not lost - just get it off the plane and mail it to me."

More time passed and I got a call from Delta's LaGuardia Lost and Found that they had the iPad. Must have been the result of my complaint letter.

Probably not. I got the following message from Delta a few days later:

"Thanks for letting us know about your flight experience from LaGuardia to Fort Myers on May 23, 2019.

It’s so easy to leave behind something important while flying and I’m sorry this happened to you. I do appreciate the fact that you’ve reached out to our Lost and Found Unit and as soon as your Ipad is found, we will do our best to get it back to you.

We appreciate your concern regarding this matter. To be helpful, I’m sending your thoughts to our Baggage Service leadership team for review, although, I can’t offer a timeline; hopefully, we can find what you left behind."

Bang head against wall. Repeat.

No comments:

Post a Comment