So, I finally heard from Delta about this bag destruction. Warning, way too much detail, but might make entertaiing lunch time reading.
I ended up losing a Montbell Jacket, sleeping quilt, bear can, Patagonia long underwear (top and bottom), hiking pants and shirt. Delta says to enter the purchase price, but most of this was purchased years ago, so no idea. I was honest with my estimates and claimed $988 total (weird number, but I itemized each piece). I knew I was going to lose money on this, but I was being honest and assumed that things would work out (BTW: I flew enough during this year of covid to get medallion status)
After submitting my claim, it took about 2 weeks to hear anything and Delta said that I either needed to submit receipts or state in writing that I did not have any. I'm going to have some actual quotes to show how ridiculous this ended up being.
Me: I do not have receipts because most of my damaged stuff was purchased a while ago, a couple things were gifts.
Delta: We want you to know that every precaution is made to have a passenger’s luggage arrive in the same condition as when it was checked into our care. We truly regret this mishandling of your property, and thank you for bringing this matter to our attention.
You stated that your item was valued at $988.00, and I understand you aren’t able to provide a receipt or bank statement to substantiate the original purchase. In lieu of denying payment for the item, I am reimbursing you $494.00 as an adjusted settlement. This represents half the value of your stated cost. If at a later date you are able to provide proof of the original purchase, we would be happy to review.
Me; That is a completely unreasonable amount given what was damaged. I deliberately estimated reasonable prices for the stuff that was ruined. Just replacing the sleeping bag cost me $400 (I have a receipt for that purchase). I just got new long underwear (top and bottom) for $110. A new jacket is going to be $250. A new bear can costs $75.
and then nothing from Delta, I try to call the number and keep getting disconnected. I call the number on the website and talk to someone who is nice, but unable to help or put me in touch with anyone who can help.
10 days after my last email I sent
Me: I tried calling the listed number (1-800-618-9615) yesterday and was repeatedly disconnected. I talked to someone at the number listed on the website about this problem and she said she would email you about my claim. This offer is a joke, it is unreasonable to expect someone to have receipts for purchases made years ago. And, it is unarguable that Delta screwed up here, my bag and contents were shredded. The fact that you have not responded to my previous email in 9 days is an example of very poor customer relations.
Delta @ 8am Friday: Our management team has reviewed your rebuttal to our previous response. We follow a consistent policy to ensure that we are fair to everyone who travels with us. Accordingly, we must respectfully decline your request for an exception to be made, based on the contract of carriage and tariffs explained to you. We are sorry that you remain disappointed with our response.
My wife has a Twitter account that she uses a little bit for work stuff and she posted this story and a couple of the photos on Friday morning. Some people responded with silly pics and things like "that sucks".
And Delta @ 4:30 pm Friday:
Thank you for contacting Delta Air Lines. We are sorry for the delay in responding to your message.
Every precaution is taken to have a passenger’s luggage arrive on the same flight and in the same condition as when it was checked into our care. We normally succeed with few exceptions, and it is unfortunate that we were unable to meet your expectations on this occasion.
As a one time exception we will be processing additional payment of $494.00, representing the value of your damage items without receipts
_______________
The moral of the story is that some social media (Twitter in this case) is useful in fixing problems with large companies, but should not be necessary.
So, in the end, I'm going to get about a $1000 for this baggage incident. I'm already out $400 for a new bag, but I got a deal on some merino long underwear (top and bottom for ~$100). I'll try to find a deal on a new puffy jacket and hiking clothes over the winter. And a bear can replacement will be about $75. So I won't lose too much money on this, but I'm definitely not profiting.
TL;DR - if something like this happens to you and you don't have receipts (who does?), totally overestimate the purchase price or use replacement costs when submitting for reimbursement. This would have been painless if I had just said my stuff cost $2000 and they gave me half of that.