Delta Airlines is dealing with a potential PR nightmare right now after some Army soldiers returning from serving in Afghanistan posted a viral video complaining about being charged $2,800 in baggage fees.
The video features two soldiers explaining that the fees were assessed while flying from Baltimore to Atlanta yesterday. According to the soldiers, their military travel orders "authorize" them to carry four bags for free. However, Delta claims its policy only allows soldiers to travel with three bags free of charge.
Because of the policy, and despite the discrepancy, the soldiers had to pay $200 per extra bag, meaning the unit as a whole had to pay over $2,800.
"Not happy, not happy at all," one soldier says in the video before mocking Delta's "business model:"
In a blog post on its website, Delta apologized, explained its policy, but did not say whether the soldiers would be reimbursed.
"Currently, Active Duty U.S. Military Personnel traveling on orders may check up to 4 bags in First/Business class and 3 bags in Coach for free both domestically and internationally," the post says. "Additionally, to help with the travel process, we allow each bag to weight an extra 20 pounds over the standard allowance."
Later, the company apologizes. And while it says it will look into the situation further, it does not offer any other details:
In the case of today’s situation, we would like to publicly apologize to those service men and women for any miscommunication regarding our current policies as well as any inconvenience we may have caused. We are currently looking further into the situation, and will be reaching out to each of them personally to address their concerns and work to correct any issues they have faced.
They may want to decide fast. The video has only been up one day and already has over 130,000 views.