I found this article in The Consumerist this morning and it just broke my heart. While vacationing in Mexico, Josiah and his girlfriend rescued a little stray dog. They took him to the vet for his shots, got him groomed, and had his eye infection treated. He was such a good dog. Not aggressive, affectionate, walked calmly by their sides, and slept soundly with them in a bed. They named him Paco and made arrangements to bring him home to Canada, buying a carrier, getting the approvals, and paying all fees. He had to travel as baggage because he was too big as a carry-on for the cabin.
Everything went well when they flew into Mexico City. Their next stop – Detroit. However, when they arrived in Detroit, Paco didn’t. He was never loaded onto their plane. Delta assured them that Paco would be cared for, put on the next available flight, and delivered to his home in Canada.
That didn’t happen either. Nor did anyone have any answers for Josiah when he called asking if his dog had arrived. He was transferred from person to person but no one had any idea what happened to Paco. He was finally told, after many hours, that Paco escaped from the carrier and disappeared. Now Josiah is left wondering what happened to Paco. And there are a variety of scenarios. He could have escaped and ran off. He could be tucked away in some corner forgotten, hungry and thirsty. He could have been stolen. But Delta Airlines was not exactly making it a priority finding out.
They offered his a $200 credit on his next flight. That was it. It was an “Oh well…here is your fee refunded…next customer!”
This isn’t the first incident of lost animals with airlines and it unfortunately will not be the last. But it really burns me up that they had the nerve to give him only a 
$200 dollar credit for the *shipping fee* and just toss the issue aside as lost baggage. Because that’s what your animal is to the airlines – baggage. They didn’t even offer to look for him.
It took a letter to The Consumerist and their inquiry to Delta Airlines to get some fires lit. As of now, Delta Airlines has offered to reimburse Josiah for all he spent on Paco. The shots, kennel, food, leash, etc. The only statement a Delta Airlines spokesperson issued was their “investigating the incident”. And that is a dubious comfort to Josiah. This man and his girlfriend are heartbroken. They want their dog.
I want to see them get their dog too. Don’t let Delta get away with it. They need to make this their highest priority to get Paco back to his owners. Or give them a good detailed explanation of what happened to Paco and how their going to compensate for the loss. Here is the website to contact Delta Airlines Corporate. Let ‘em have it. Nicely, but firmly.
Here is the first article on Paco at The Consumerist. And the update is here.
Like Josiah, I don’t for one minute buy the “escaped the carrier” excuse. Someone was in charge of this dog and Delta Airlines needs to get off their duffs and find Paco.
AHhhhhhhhhhh yes Greed isn't it just nice when they think money can take care of all problems that is such the American way of thing and shows just how Americans have been tossed aside by Greed. I feel for these people and thier little dog and the SOB's of the air lines need to find this little guy and bring him home.. The Airlines of America are such scum anyways any more… HELP FIND THIS LITTLE DOG !!! Money doesn't buy love America that a little dog can give
I feel badly for Josiah and his girlfriend. I have my own Delta story, and it happened last Wednesday. We purchased a German Shepherd from a reputable breeder in Anchorage. (We live in Michigan) We were so eager to meet our new 9mo old shepherd. The breeder family took her to the Anchorage Airport on Wed. morning bright and early and he even PUT THE KENNEL into the van that was going straight to the jet. I tracked her airbill number all day, leaving Anchorage, arriving in Minneapolis, getting her final flight details in Minneapolis and onboard for the remaining 2 hrs. of her flight. THEN, I RECEIVED "THE CALL" from Delta IN ANCHORAGE. She had never left the tarmac. She was set aside someplace with another dog that was being shipped by someone else (100 pound dog-that's all we know) plus our dog. I felt so badly for BOTH dogs, then called Animal Control in Anchorage who were not compassionate at all. Then we called APHIS (Animal Plant and Inspection Service) here in the U.S. that is currently investiating the incident. The gal from Delta in Anchorage was very nice (the dog was misplaced for 12 hrs.!!!) and the dog would be shipped on the next flight the next day. So, THE BREEDER FAMILY WENT AND PICKED HER UP AT ANCHORAGE. Delta offered to board her (NO WAY!!). These reputable German Shepherd breeders kindly went and got her at the airport and we tried the next day…successfully with the dog arriving her in good shape the following day. I wish we could all get together with our experiences and make a different. Poor Paco. I hope the dog is located and finds it way back to Josiah. My heart sank when I read their story, when just last Wed. Delta told us that this NEVER happened, isolated incidence…blah, blah, blah….
Aww Poor Paco. He must be scared to death. Delta needs to locate him quickly. I worry he could be sitting in that carrier somewhere, very thirsty and hungary, unable to get out to relieve himself. This is horrible. They need to put a rep on this case and focus on Paco and nothing else. FIND HIM! Before it's too late! I would be coming unglued, if this was my dog. Insisting they pay for my flight back to where he last was and letting me personally look for him. I surely hope this does not result in bad news in the end. Again, "Stupid Can't Be Fixed". Yes, I am referring to Delta Reps…..
I shipped an animal once via airfreight and vowed never to do it again. I sent a cat from Seattle to San Jose, CA on United Airlines and though Shadow did arrive at his destination in one piece he was severely traumatized. He went from being Mr. Confident to Mr. Scared S—less, never went back to what he was before. I've heard of worse stories, animals arriving at their destination dead or dying, or not showing up at all. I counted myself lucky and never did it again, and it would be a cold day in Hell before I would even consider doing it again!
I am praying for this little guy, please keep me informed
New Contact Information:
Richard Anderson
Chief executive officer
(404) 715-2600
richard.h.anderson@delta.com
Perry Cantarutti
Vice president, sales and customer care
(404) 715-2600
perry.cantarutti@delta.com
Please email them regarding Paco. Be nice, but let them know Delta is on the Do Not Fly list until Paco has been found. There is also a support Facebook group.
http://www.facebook.com/#!/group.php?gid=12562143…
Andrea, the first email address wasn't valid and it got kicked back. I'm waiting to see if the second one works.
This is a sad case regardless and sadder because Paco is a "rescued" dog off the street. He was going to his furever home. I'm beginning to think he would be better taken care of on the street than in the wings of Delta Airlines. They've got a paper trail to prove on their search for Paco and I do think they are negligent. I hope they get sued. Let's hope the media gets their investigation done and gets this on the media outlets.
Long time reader/first time poster; here is a copy of the scathing email I sent Delta:
It is my understanding that Delta Airlines has lost a customer's dog, the dog in question is named Paco, and, so far, your company's handling of this sad incident is a complete and utter failure.
Two people entrusted their dog to your company with the expectation that their dog would arrive safe and unharmed. Instead, Delta loses their dog and has the unmitigated gall to do almost nothing to find this animal. This is/was a living breathing creature that people entrusted you, your company, to transport safely.
Instead, the dog is now "missing." Did your handlers, by chance, route the poor animal by way of the Bermuda Triangle? This is completely unacceptable. The dog's owners are heartbroken, and your company shows itself to be laboring in a sort of Corporate Coma if you believe your handling of this matter is in any way adequate.
You can rest assure that people will not trust their animals to be shipped via your airlines if this is the best you can do. I, for one, will not be traveling on Delta ever again if this matter is not handled better than it so far has been. Make no mistake, pet owners/lovers talk to each other, and we will spread the word.
It is well known (maybe not by Canadians) that when traveling to Mexico that things are often stolen. Paco got stolen by a Delta employee because he was cute and he had a value on the street. These Canadians would have had a better chance seeing Paco again by hiring Americans who were driving back to the US to then fly him from an US city.
I had a puppy misplaced when I used delta to ship last fall. He was missing for 4 hours and I was frantic. After 4 hours of them telling me he was not on the flight and the airport I sent him from said he was they finally found him in another terminal. I was sooooo MAD and will never use Delta again. I just sent them a very very nasty letter and told them they needed to fly Josiah back to Mexico to find his dog. This is crazy that they are losing so many pets and they tell you on the phone they it's an isolated incident so you keep quiet. We need to start speaking out so people are aware that it is not.
sorry have not had a computer last 3 days has he been found?
Paco has not been found. Happy Tails Acapulco, an animal welfare group in Mexico, is helping Josiah. If you are a facebook user you can follow along on the facebook group, Delta Loses Dog. I check it every other day or so.
Paco has not been found and Josiah accepted a buyout from Delta. Some Mexico City residents are searching for Paco, but Josiah did not even talk to them until yesterday, 17 days after Paco went missing. On May 8, Josiah said "So far Delta has offered a little compensation, but far from what I feel is adequate." Then he adds, "There is still no news on the status of Paco." It seems that Josiah sold out his dog.
Josiah did not sell out on his dog. If it were me, I'd be making Delta pay out of their nose AND make them find Paco on top of the bad press I'd be giving them too. He's trying with the tools at his disposal, which are volunteer rescue groups in the area.
I am so sorry about Paco! Last week our groomer lost our dog, Zeus. They did not tell us for 2 hours that he was missing. Zeus had just moved from Raleigh, NC to Cornelius, NC the day before and is not used to his surroundings. They said a customer let him out. They helped us look for him for a few hours and then they gave up. We still haven't found him. The groomer told us that her only legal responsibility is to buy us a new dog. She also said that maybe Zeus doesn't want to come home, because every dog she knows can find their way home when they want to. We don't want a new dog, we just want Zeus back.
Is there any new information on Paco? Has he been found? We keep him in our prayers hoping for a safe return to his new parents. Would they take him if someone returned? Shocking how someone can save this dog, nurture, care, give a name and simply forget him when money is offered.
We hope that he is found and someone is caring for him, giving good home, he certainly deserves it.
any word on Paco?
Not been found yet as far as I can tell.
This is the 2nd story I've heard concerning Delta Airlines and dogs….A rescue I volunteer for recently received a donation in memory of a Dane that was being shipped from Hawaii and arrived DOA….What is going on with the Airlines and especially Delta Airlines these days.
Delta strikes again!
About 6 months ago I put a pup on a direct flight from Atlanta to Albuquerque. I was concerned about using Delta, but Continental couldn't get him to me the same day. I was right to be concerned. I arrived at the airport at the appointed time and the only dog there was a 2 lb chi. Wally was a 25 lb basset/beagle. I waited through every flight that day and no Wally. The chi, though, had Wally's waybill on him. The people in Atlanta who put him on the flight dashed to the airport and were told he was "probably" in thier holding area, but that no one could get in until 7 the next morning. What a bunch of garbage. They went to the airport again the next monring. No Wally in the holding area. They finally found him in Philedelphia! No explanation about how he got there. Lukcily he was sent to me that morning. NEVER AGAIN ON DELTA!
Someone has kept him for theirselves
I posted comments on Delta and told them I would get the UAW, the Teamsters and every other union involved and we wouldn't be flying them until we get some satisfactory answers. Told them what they did was inexcuseable.
You go, Moe! Hit where it hurts: in the checkbook!
Here is my original letter to Delta. Following is their reply and then my response.
Some time ago you lost a dog named Paco. How could you lose a dog in a
kennel? This is outright stupidity. If you handle the airlines the way
you handle our precious cargo (animals), then I will make the UAW, the
Teamsters and all other unions know that you pure out don't care. See
how many fly your airlines. There is power in numbers and I intend to
get the word out. Did someone decide to take him home? Did you forget
to unload him and he died due to your neglect? These questions need to
be answered and in a timely matter. I for Dear Mrs. Golia,
Thank you for contacting us. On behalf of Delta Air Lines, I appreciate
the opportunity to respond to your concern.
Your comments are well received. Please know the entire Delta Air Lines
family is also deeply concerned about the loss of this pet. We have
personally apologized to the customer and offered reimbursement of his
expenses.
I want to thank you, again, for writing and allowing me to respond to
your concern. We appreciate your interest in our company.
Sincerely,
Alex P. Green
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines will NOT fly your
Alex,
All I can say is OMG!! This is the pathetic response you give for losing someones family member. Yes, I say family member. Well, this only goes to show that your airlines needs to be on the list of those that should close down. I will make sure to get the word out to the UAW, the Teamsters and all other unions (carpenters, electricians, welders ad so on). There is great power in numbers and I think with the numbers of these people and the help of FB, Twitter and my space, it should cover all bases. When I am finished, there will be a vast number of people that won't fly Delta.
I want to thank you for sending me this response because I can now post it and let others know just how unconcerned Delta is. Thanks for the reinforcement on my goal to get the word out.
airlines until you provide some reasonable answers and ones that are
acceptable.
Would you like a reply to your e-mail?:yes
Here's a Delta Story for you: if the breeder family in Alaska and us here didn't go to the extra work to protect Ella's safety, I'm sure she would have been missing following the "neglect" she suffered and we all took over to get her here FOR SURE, making her next flight. Here's my story:
I feel badly for Josiah and his girlfriend. I have my own Delta story, and it happened in May. We purchased a German Shepherd from a reputable breeder in Anchorage. (We live in Michigan) We were so eager to meet our new 9mo old shepherd. The breeder family took her to the Anchorage Airport on Wed. morning bright and early and he even PUT THE KENNEL into the van that was going straight to the jet. I tracked her airbill number all day, leaving Anchorage, arriving in Minneapolis, getting her final flight details in Minneapolis and onboard for the remaining 2 hrs. of her flight to Lansing, Michigan. THEN, I RECEIVED “THE CALL” from Delta IN ANCHORAGE. She had never left the tarmac. She was set aside someplace with another dog that was being shipped by someone else (100 pound dog-that’s all we know) plus our dog neglected on the tarmac for the entire day! I felt so badly for BOTH dogs and cried, then called Animal Control in Anchorage who were not compassionate at all. Then we called APHIS (Animal Plant and Inspection Service) here in the U.S. that is currently investiating the incident. The gal from Delta in Anchorage was very nice (the dog was neglected for 12 hrs.!!!) and the dog would be shipped on the next flight the next day. So, THE BREEDER FAMILY WENT AND PICKED HER UP AT ANCHORAGE. Delta offered to board her (NO WAY!!). These reputable German Shepherd breeders kindly went and got her at the airport and we tried the next day…successfully with the dog arriving her in good shape the following day. I wish we could all get together with our experiences and make a different. Poor Paco. I hope the dog is located and finds it way back to Josiah. My heart sank when I read their story, when just in May Delta told us that this NEVER happens, isolated incidence…blah, blah, blah…. Please contact me if there is a group getting together to make changes with Delta to assure our pets are SAFE- (517)214-4592 or fame (at) acd (dot) net Thanks from Ms. Darlan Erlandson
Dear Moe:
Thanks for posting Delta's so called "response." I'm guessing it's probably an autoresponder that answered you as its response sounds almost identcal to the one I got when I emailed them my complaint over their (mis)handling of the Paco incident. A$$hats can't even be bothered to come up with original to our oh so pertinent questions.
Get the word out to as many people as you can. I say it again: the only thing that will get Delta's attention (and others like them) is to hit them in the wallet–we all know how much they care about their bottom line).
Here's my latest Delta reply
RE: Case Number 762104
Thank you for writing and allowing me the opportunity to further review
your concerns. On behalf of Delta Air Lines, I am genuinely sorry you
were dissatisfied with my response.
I understand you feel I did not adequately address your concerns. I was
happy to review your comments again to see if there was something I
missed. Respectfully, there is nothing more I can add. I am sorry to
disappoint you, as I understand this is not the answer you were
expecting.
Again, I apologize. Your support is important to us, and I thank you
for your additional time and effort. We look forward to the privilege
of serving your air travel needs again soon.
Sincerely,
Alex P. Green
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines
It is so sad to hear stories like these.But it does happen and Airlines Should take and admit responsibility for there actions.I find it hard to cough up that Airlines would consider a dog as "easy to replace baggage" from there perspective,by thinking that ticket discounts and credit will make everything better.Well it doesn't and I hope that they would understand that.If only if we can take every lost dog that an airline lost and replace those dogs lives with the lives of employees by those airlines wouldn't that be fair?
I have friends that have worked for the airlines. They said that pets were left on the tarmac quite often. Temperatures on the tarmac can reach extreme highs and animals do perish from the heat, could be from cold weather as well. Bet the airlines or those in charge of loading don't want to take responsibility for a dead pet so owners are probably told frequently that their pets escaped from their carriers.