Delta Air Lines’ trial of a 20-minute guarantee for checked baggage reclaim will continue indefinitely, the carrier said.
"Customer response was positive and our employees are rallying to achieve the 20-minute mark, so it’s here to stay," Delta spokesman Morgan Durrant said of the trial program which began in late February.
Delta will compensate customers with 2,500 free miles if their luggage fails to arrive on the carousel within 20 minutes for any domestic flight.
The airline said the timescale is ‘measured by Delta’s baggage tracking system, where available.’
Customers with mishandled or late arriving luggage fill out an online claim form at Delta’s website to receive the miles as long as they are existing loyalty members.
Delta is the second major carrier to offer the guarantee after Alaska Airlines launched its own program.
Alaska offers a similar award of miles for late luggage but also goes a step further by offering the option of taking a $25 travel voucher instead.
