A traveler recently received an unexpected surcharge from Delta Airlines customer service after filing a claim for damaged baggage from a flight.
“I’m like, ‘Oh my God, that’s a mistake,'” Peyton Thompson, 29, a Florida resident, told Fox News Digital of a mail delivery she received with the courtesy of the airline. “I thought I only got one suitcase, but (thought) maybe they sent me a full set…so I took them home with me and started unpacking them .”
Thompson said that as a traveling X-ray technician, she often rents Airbnbs and has to fit everything she owns into her vehicle.
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“And I can’t fit 13 suitcases in my truck,” Thompson said.
On the left side of this image is Peyton Thompson’s damaged suitcase (Peyton Thompson)
Thompson, who was in New York for work at the time, documented the event in a TikTok video, which garnered over a million views.
Last month, Thompson rolled her new peacock-print suitcase off the Delta Airlines baggage claim conveyor belt at Syracuse Hancock International Airport. and noticed it had been “destroyed,” she said.
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“One of the wheels was completely ripped off, and I’m guessing that tore the hard shell liner and exposed the fabric inside,” Thompson said.
Thompson was traveling to Syracuse, New York, from New York-La Guardia on February 3. When she landed at her destination, she realized her luggage was “destroyed”, she said. (Peyton Thompson)
Thompson said there was a snowstorm in the area and she ended up having to drag the bag through the snow and ice. Two of the suitcase’s other wheels were damaged, leaving it with one functional wheel.
“I was upset I had never used this bag and it had a cute peacock design on it,” Thompson said.
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This photo shows a close-up image of Thompson’s damaged luggage. She told Fox News Digital it was the first time she had traveled with the bag. (Peyton Thompson)
Thompson said she filed a claim and received an email response saying the process could take up to a month due to “higher volumes” of claims.
Then Thompson received a personal response. Thompson shared a copy of the first apology letter — the one she received from a Delta representative — with Fox News Digital.
Fox New Digital has contacted Delta Airlines for comment.
“It was so funny to me. Then I went to open one and I was like, ‘Oh my God, there’s more bags inside these big bags.'”
Thompson said a Delta representative later informed her that her damaged luggage would be replaced.
She received a link with new luggage to purchase. Thompson picked out her bag and received an email confirmation for her order, she said.
“About two weeks after that, I got nine confirmation emails and I (said) ‘What’s going on? There must be some kind of problem,'” Thompson said. “So I pretty much deleted them all because I really didn’t care…I didn’t need the bag for a month.”
Although she thought the delivery was a mistake, Thompson loaded all the luggage into her truck anyway. (Peyton Thompson)
Shortly after, the host of the Airbnb where Thompson was staying contacted her and said, “Hey Peyton, you have a bunch of packages.” Do you want to pick them up?” recalls Thompson.
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“There were nine big, huge boxes,” Thompson said.
Thompson said she packed the boxes in her car after they were delivered courtesy of Delta and a luggage company called Ricardo Beverly Hills. (Peyton Thompson)
Thompson loaded up the packages, took them home, and started unpacking.
“I was FaceTiming with my mum and dad (while laughing). It was so funny for me,” she said, adding that other luggage was stored in the larger suitcases sent to her. .
“So three of the bigger ones contained smaller bags. I got 13.”
Thompson shared photos of brand new luggage she said she received in the mail after her only luggage was damaged by Delta. (Peyton Thompson)
Thompson searched the luggage online and learned that three of the pieces were worth $400 before the sale price, she said.
“They were all between $200 and $400. I felt terrible,” Thompson added. “I saw other bags so I don’t know if that’s why I got them all but I picked the one I wanted and paid and it was free and they m ‘have sent a confirmation email.”
Peyton Thompson, 29, is a traveling X-ray technician who went viral on TikTok after receiving an unexpected customer service overload from Delta Airlines. (Peyton Thompson)
Thompson said he contacted Delta who contacted the baggage company.
“We got it all figured out,” Thompson said. “Her (the rep) was called Pam and she was awesome. She said, ‘Yeah, that was a mistake. We are truly sorry for your inconvenience.””
Thompson said she received postage slips and returned the luggage.
“They made it super easy for me, so I’m not mad. I just hope someone didn’t get fired from their job for making that mistake,” she added.
Thompson was surprised to see several boxes being shipped to her despite choosing only one piece of luggage to replace the damaged suitcase when it was apparently in the hands of Delta Airlines. (Peyton Thompson)
Thompson said she didn’t expect her TikTok video, which has 892 comments and counting, to get so much attention.
“I was crying laughing. It was like an April Fool’s prank,” Thompson said in response to a viewer in her comments on TikTok.
Thompson said she resolved the baggage error before responsibly returning the shipment. (Peyton Thompson)
Thomas said many people on TikTok were laughing and making funny jokes about the delivery error.
One user commented, “I don’t see an error.”
Thompson responded by referring to being a Delta customer: “Apology accepted. They have my loyalty.”