Eight-week-old puppy Ren had quite the journey last weekend, 3,700 miles to be exact. His owner Josh Schlaich arrived at Boise airport on Saturday night to retrieve him, but was informed that the dog was “misrouted” to Las Vegas and Salt Lake City before arriving in Idaho almost 24 hours later.
Instead, John was handed Ren’s brother who was traveling with him from the breeder in Richmond, though he was set to go to a different family. Ren was scheduled to connect through Detroit and Minneapolis on his was to Boise, but was instead routed on to Las Vegas. After the misconnect, he spent the night in a kennel in Detroit, but that next morning he was mistakenly sent to Las Vegas instead of Minneapolis. The puppy then connected in Salt Lake City to make it back to Boise.
Schlaich reported the following in his Facebook post on the incident:
Hey Delta, was supposed to receive my 8-week old pup this evening in Delta Terminal — Boise Airport but instead got a “No Caller ID” call from an inconsiderate and uninformed person at your Delta Terminal — Detroit Metropolitan Wayne County Airport saying that they’re sending him to an unknown boarding location because of a flight that was delayed by 30 minutes. Was then given the number of the boarding facility — a disconnected line. Was not given a call back number by Detroit person, and the customer service would not give me their direct line. Tried calling Delta Cargo customer service, only to be yelled at by the rep and hung up on. No idea where my dog is, or what conditions he’ll be placed under for the next 24 or more hours. Don’t know when he will come into Boise tomorrow. No idea who to call. Absolutely ridiculous customer service.
He told local station KTVB:
“They said, ‘Hey, just wanted to let you know the dog’s flight has been delayed and the dog is going to stay the night here,’ ” he told the station. “They said, ‘Here’s the number of a person who’s going to take care of it, his name is Chris. You need to call them if you want any more information, thanks, bye.’ ” Schlaich said the number was disconnected. “It’s a culmination of uncaring customer service and bad logistics,” Schlaich told the station about the whole experience.
Delta has now responded with this statement apologizing for the mistake, noting a full refund for the shipment, and indicating that an investigation is under way:
“We apologize for the delayed shipment of a dog. We know pets are important members of the family and apologize for the delayed shipment of a dog, which is in the hands of its owner after it was routed through incorrect connecting points on its way to Boise,” the airline said in a statement. “Delta teams worked quickly to reunite the dog and his owner, while remaining in constant contact with the customer throughout the process to update him on the status of his pet. We have fully refunded the shipping costs and have initiated an immediate review [of] procedures to understand what happened.”
Schlaich posted yesterday that he’s grateful that Ren “is safe and home now”.