I'm writing due to a terrible experience I had with Delta flying from JFK to Buffalo. I had a 10pm flight on a Sunday night. The flight kept being delayed until about 12 or 12:15am, each time Delta announcing it due to a reason such as the incoming flight was waiting for traffic so that it could pull up. Then they had to unboard that flight, etc.
At about 12:15am they canceled the flight due a missing flight attendant. They didn't realize they were missing someone two hours ago when we were supposed to leave? While I do understand things happen, I don't understand why there was no one there as backup or why the flight wasn't cancelled sooner rather than delayed for two hours only to cancel it anyway. If it had been cancelled sooner, there was a flight to Rochester I would have tried to go on earlier that night.
Once the flight was cancelled and we were told to go to the counter to rebook a flight, I was told by the person assisting me that the soonest direct flight wasn't until two days later, and the soonest flight at all would not get me in until 3pm the next day. This was not even an option for me because Monday was my first day of Dental school in Buffalo, which started at 8:30am.
He told me that Jetblue did have a flight to Buffalo that would get in at 8am, but if I wanted I could take what Delta had until I knew if the seat with Jetblue was available. He told me that all I would have to do to be refunded was call Delta and I would be reimbursed for my ticket if I chose to fly with Jetblue instead.
I ended up booking the morning flight with Jetblue even though it costed me close to $200 so I could get to school on time. I went to my first day of class on less than two hours of sleep since Delta cancelled the flight so late and then the hotel they set me up in for the night (which didn't even have hot water) took over an hour to get to by the shuttle system. I had to be back to the airport around 4am told fly home. When I called Delta to cancel and confirm that I would be reimbursed, the woman I spoke with said no. I did not have time to speak with her at the time, so I called back a couple of days later to inquire as to how to get reimbursed.
I was told that they could not reimburse me by phone because the airport issued me a paper ticket rather than an e-ticket so I would have to go to the airport to reimbursed. I asked to speak with a supervisor and when I was finally put on the phone with her, she told me the same thing, saying I could either mail my tickets in or bring them to the airport to be reimbursed. She seemed to think that going in was the better option and I did too, being I didn't trust Delta to get my refund to me.
A few days later, I drove a half-hour to the Buffalo-Niagara Airport with my ticket as instructed to request my refund. When I approached the person at the ticket booth for Delta, he looked completely confused about how to issue me a refund and called Delta for support. After waiting for about 45 minutes with the person at the desk, he finally tells me that he can't issue me a refund there and would have to mail my ticket to Atlanta for the request. He said if I didn't hear anything about my refund in two weeks to give Delta a call. There was some sort of conflict because I had bought the ticket over Expedia and flown United Airlines to JFK, so I only needed to be reimbursed for the return portion of the flight.
However, the supervisor I had spoken with was completely aware of that situation and if that was in issue with me not being reimbursed at the airport, she should have never told me to waste my time going there! I don't understand why there is such a lack of communication that I would have a supervisor direct me to go to the airport and waste two hours of my time, only for nothing to be resolved.
In addition, the service I received from the Delta representative at the airport was completely unprofessional. While he was on hold with someone trying to figure out how to reimburse me, and wanted to speak with one of his coworkers about an unrelated manner and asked me to hold the phone for him so he could go in the back. This is no way to act with a customer.
A few days later, I called Delta to complain about everything I've gone through and was told I had to email Delta and attach a copy of my Jetblue ticket. When I went to the website to do so, I saw there was nowhere I could attach anything so I called back. A different representative then told me I could not put on an attachment despite the previous representative telling me to do so, and that she thought I was wasting my time because she said she doubted Delta would reimburse me. She offered me a $100 voucher towards a future flight. I took it for the time being but they can have it back. I do not want a voucher for Delta because I never plan to fly Delta again!
I called the refunds department 2 weeks after I went in to the airport to find out the status of my refund. A rude woman told me it takes 7-10 business days to receive it. Apparently she couldn't count because it had been 11 business days. I figured I'd give it a couple more days though just in case. I called back a week later and there was nothing known about my refund still. Basically they lost my refund request. She told me I shouldn't have brought it to the airport because they have so much traffic going through there and it's more likely to be lost. Well if I hadn't been instructed by a supervisor to do so I wouldn't have!
Since then, I've been told to fax in my refund receipts I got from the airport. I also called because I didn't want someone telling me again that it was lost. They have told me it will be another 7-10 business days before I am refunded. This is just absurd. They're pretty much holding my money hostage that isn't even theirs because they never provided the service they were supposed to have provided. It should not take this much time and effort to get refunded!
Because of this cancellation, I wasted a lot of time and money trying to resolve the situation. The only compensation I received for this inconvenience was a night at a hotel that didn't even have hot water, and a voucher for a meal that I couldn't use because I flew out of the Jetblue terminal. In order to get home by the time I needed to be there, I had to pay $185 out of pocket to fly Jetblue as well an extra day of parking at the Buffalo airport. Then there were also the hours on the phone and at the terminal.
As a student in a doctoral program, time is very precious to me right now, and I don't have time to waste. After all the hassle they've put me through, I'm trying to get back both my refund as well as reimbursement for my ticket with Jetblue and extra day of parking. I wrote an email to Delta five days ago and still have not gotten a response, as well as filed a complaint with the Better Business Bureau. I will NEVER fly Delta again. They take your money and put you through hell trying to get it back.
BUFFALO, NEW YORK -- On 12/25/08 I was given a buddy pass by a friend to go to Buffalo, NY and surprise my ten year old son for Christmas, who is currently living with his father. Getting there was not bad at all. I arrived a little late, but everything was fine. Now I have traveled with Delta airline plenty of times and preferred Delta over the rest. This was the first and last time flying with a buddy pass.
Now I am aware of the procedure when using a buddy pass. If the flight is full, you would have to wait on the next. Fine, no problem! My flight to come home was a deal breaker. I understood during the Holiday season that it was possible that I would not be able to make it home in a timely manner.
As I set and waited for the first flight at four in the morning from Buffalo NY to Atlanta GA, I watched as the ticket guy ** got into a heated argument with an older guy. Not sure what was said but you could see that the words back and forth were not friendly. After a while I decided to go up to the counter and ask ** if he had an idea if I would be able to make this flight or not. He replied " You will know if I call your name!" Not once looking up at me. I thought that was rude but hey it was the holidays and everything was hectic. So I went back to my seat and waited.
After everyone had boarded the plane ** gave me a seat 7a and closed the door. Now the plane was due to take off at 6:30am. He handed me my seat at 6:27am. I walked down the ramp and was seated in 8f because someone was already sitting in 7a, and the stewardess advised me to sit anywhere a seat was available.
After five minutes of being seated a stewardess came back and asked who was supposed to be seated in 7a. I told her that I was. She asked if I had a "Rep pass?" Not knowing what that was I told her that I didn't know. She turned around and walked away...6:35am now! Next thing you know ** is walking down the aisle. He stopped and looked at me and said "You need to get up right now!"
I said "Why you just gave me this seat"? He said very nasty "It doesn't matter you need to get up and get off the plane now!" Now everyone on the plane is looking at me like I was some kind of terrorist. I was really embarrassed. Without another word I got up and exited the plane. I walked threw the tunnel and waited at the counter.
A couple of seconds later ** exited the tunnel. Not knowing exactly what had just happened I questioned him. I said "What happened why was I kicked off and you gave me that seat?" He stated in a disrespectful tone "Go and sit down and I will be with you later!" I said "You don't have to be nasty you gave me that seat!" He stated "First of all that wasn't your seat, that seat belonged to a paying customer!" Again everyone seated waiting for the next flight was listening to what was going on.
I said "I understand that but you acted as if I forced myself onto the plane, when you are the one who gave me a seat, I just want to know what going on!" He said really loud "You never had a seat that was the other ladies seat. She is a paying customer and you are basically trying to fly for free, so you don't have a seat!" I said "It doesn't matter if I'm a paying customer or not you don't have to speak to me that way." He then said " If you're going to sit there and argue with me you won't be flying at all!" At that point I decided not to continue going back and forth with him. It was either that or to go to jail in Buffalo and be stuck there for a while.
After contacting my fiance to let him know what had just happened as I cried my eyes out from the embarrassment, he advise me to get the guys name and his supervisors name and number. I walked over and asked him for his name he refused to give me his last name and told me his supervisors name was **. He advised me that ** was downstairs back out at the counter pass security. Without another word I walked downstairs and met **.
** was very busy with a line that you wouldn't believe. I waited or him to get a quick moment. While I waited I heard ** calling back up stairs to ** and was very upset with him for sending customers back to him to reschedule their missed flights. I watched as they argued back and forth. Soon ** got the opportunity to talk to me. I explained the situation to him. I was informed that ** had made a mistake.
Once a paying customer seat was giving away to a standby the paying customer had missed their flight and needed to rescheduled. So those customers he let on the plane after me was not supposed to board the plane. The fact that I was flying with a buddy pass was no ones business. He violated the confidentiality policy of Delta Airlines by shouting out this information. What was really odd was ** response. He said that that's the way ** was and that he gets complaints a lot about his customer service skills.
Now if that is the case, why is ** still employed with Delta? I think that ** should be fired and should not work in customer service anywhere. I was given another stand by ticket and was sent back up to where ** was. As I approached a seat and I heard ** telling another ticket person about our argument and how he started to tell me off. I think again that his actions were completely unprofessional and I will see to it that he never does this to a customer again. Paying or not! No one deserved to be treated like this.
After spending a total of 15 hours in the airport on 12/30/2008 after the last plane left without me. I called my girlfriend to pick me up and I went back to her house, got on-line and bought a one way ticket home to Texas. Of course I didn't purchase the ticket threw Delta. I flew Air Tran, and they have just gained a new customer. I see why they were voted #1 in customer service. They were very pleasant!
ATLANTA, GEORGIA -- Don't think it can happen to you? A colleague in the same office as me happened to select Delta Airlines for a similar trip and the exact same thing happened to her. Consider yourself warned!
We recently had a very frustrating and disappointing experience with your airline that we feel should addressed by your management team and compensation should be issued for the inconvenience caused by Delta Airlines and your employees.
On January 19, 2006, we made travel arrangements for a dream vacation to Italy from San Diego (Delta Airlines Record Locator: **). We were traveling to Rome to run in a marathon and also enjoy vacation time in Rome, Florence and Venice. We planned early and even made are reservations two months in advance. As you can imagine this is a costly and long flight and an important element to this trip was being able to obtain appropriate seats for this type of travel. We selected our seat assignments when we purchased the tickets and everything appeared to process correctly.
A few weeks before the trip we decided to re-verify the details of our travel plans to ensure there would be no unnecessary surprises during our trip. The only issue we found was with your airline. When I looked at the Delta website I noticed we no longer had seat assignments. I immediately called your customer service department and was told not to worry that it is your policy to not assign seats on international flights. I found this questionable since we also did not have seat assignments for the domestic segment of our trip.
In addition, we had also purchased tickets for four additional people traveling with our group from another city and they were assigned seats on each segment of the trip. When I questioned your representative I was told that they could not help me since it was company policy and that we would need to arrive early at the airport to obtain our seats. I called a few days before the trip to verify this again and was told a very similar story.
We arrived at the airport well in advance of our flight's scheduled departure but discovered that your agent in San Diego could only help with our seat assignments for the San Diego to Atlanta flight. It appeared that your customer service agent had provided misinformation and as a result the only seats available were the extremely uncomfortable middle seats and we could not even sit together. Although we had not started the trip off pleasantly there was still hope because we would arrive in Atlanta early for our flight to Rome and we would have plenty of time to take care of obtaining appropriate seating for the international segment of the trip.
When we arrived in Atlanta we were directed to one of your customer service stations and after waiting in a long line for about 20 minutes we were referred to the customer service station in the international terminal. Once there we waited in an even longer line only to be told (with tremendous attitude) that they did not handle this type of request and that we needed to quickly go to the gate because they had already started assigning seats.
Naturally we rushed to the gate only to find that no agent was there yet so we waited and waited. Since we were under the impression that Delta's policy was to not issue seat assignments on international flights in advance we were not concerned since there was only one other person in front of us. You can imagine our surprise and dismay when the agent started processing the seat requests and we were told the only seats left were the uncomfortable middle seats.
This was unacceptable to us. If we had made the travel arrangements at the last minute we would gladly had taken what was available. We planned this trip with your airlines well in advance and at the time of purchase we were assigned appropriate seats for this type of travel. We even followed the seating assignment process as directed by your Delta Airline employees.
We requested to speak to a manager at the gate and we were told there was no manager available to talk to us and besides there was nothing that could be done. We were then handed a Delta Airlines survey and told if we had something to say we needed to fill it out and mail it in to the service department. If we could have found just one employee in San Diego or Atlanta that cared enough about us and our situation to simply listen to our story we would not be writing this letter today. Honestly, there was not one Delta employee that day that showed any empathy or concern towards our travel plight.
I had to use my cell phone to call your customer service center and speak to a manager over the phone (which was about a 30 minute call so I can't even imagine how much that will cost). He did take the time to listen to my issue and was at least honest enough to admit there was a processing error in our travel record that caused the original seat assignments to fail. It was something about a plane type change and our seat assignments should have been worked manually but no employee got to the work so it never happened (I'm sure you have notes in your customer records and you can verify all of the details in this letter).
As a result, the plane was over sold and we fell into a bucket where we could not be assigned a seat because the seat assignments are cut-off at a certain occupancy level and the remaining seats are used by the agents for some type of flexibility during check-in. Again, I would assume this makes sense to Delta Airlines since I was told that was your policy by one of your managers.
I can assure you this was not from lack of planning on our part and I am now pretty sure it is definitely NOT your policy to NOT issue seat assignments on international flights. Your employees directly lied to us about your policy instead of addressing the actual issue. This error was a result of poor processes and lack of employee ownership within Delta Airlines and one where we, the customers, should not have been penalized.
We paid you money well in advance to handle our reservations as agreed when the tickets were purchased. Moreover, we had a contract with Delta Airlines. You had an obligation to reserve and hold our seats, even if there was a process failure on the part of Delta Airlines. You failed to deliver on your end of the agreement.
Therefore, as compensation for an extremely frustrating experience, we would like you to provide us with two international tickets to any location we choose to be used in the next year. Nothing can compensate us for turning our once in a lifetime dream vacation into a vacation nightmare, but we want to ensure that you think seriously about your commitments to customers. Treating them badly, directly lying to them and poor internal processes will only bring you bad publicity and loss of business.
I realize you are probably heading towards closing the doors forever but customer service is the basic for any business and it is a critical element to remaining in business. I used to fly Delta Airlines at least twice a month from Dallas to Atlanta for years in the mid 90's. I honestly thought there was not a better airline out there anywhere. What happened?
Delta's criminal behavior. My 15 year old daughter (minor flying by her self) in potential danger. I bought non stop flight tickets for my daughter, paid more, to make sure she will have no extra trouble. Her trip was stressful enough: Dallas to NY JFK; NY JFK to Moscow Russia, then on the way back Moscow to NY JFK; NY JFK to Dallas. My daughter very bright person, she had flown before, so I decide to let her navigate between her gates and flights by her self.
On the way to Russia her flight from Dallas was late, so she missed her connection and Delta had rescheduled her for another flight that leaves 3 hours later and runs by Russian Airline. So my daughter had to run from her gate she arrived from Dallas to the gate of her original flight to Russia and Delta representatives closed door right in front of her face, stating she is 2 min. late. Then they sent her to her previous gate, to change her flight, then she had to stay in line to change her ticket, so Delta booked her on Aeroflot (Russian airline) flight.
By the time they gave her new flight information, she had only 1 hour to run to new gate and get checked in. That was her trip to Russia. I thought it was bad, but I was wrong!!! On the way back, Delta canceled her connection flight to Dallas and re-booked her on flight with 2 connections (NY, Wash, Atlanta, Dallas) and they changed date for next evening. My daughter outside of the security (because she had to clear custom) with all her luggage, even bag that was checked in in JFK Airport by her self for another 26 hours, after flying form Russia (flight 10 hours).
I made 7 calls to Delta, had to wait for at list 25 minutes. Delta told me they booked my daughter to American Airline, they gave me confirmation number and also they said: Tell your daughter to go to AA and give them confirmation code. When my daughter with all those bags got there AA representative told her, Delta never booked her on this flight and now they don't have available seats. My daughter was running around asking for help, but Delta representatives at the airport, was ignoring her, when I asked her to give them her cell phone, so I can explain the situation, they refused to talk to me.
It took me 7 hours to try to get her on any flight to Dallas, but it wasn't successful. Finely they got her on flight to JFK to LA to Dallas ha-ha-ha!!!! But it made me feel little better, at list she is not on a street in strange town. Now she is on the way to LA and her flight is running late, so I am worry she is not going to make her connection to Dallas, but at list her baggage checked in and hopefully it will make easier to run between gates in LA.
It would be funny story, if it wouldn't be so sad. Why did I pay more for non stop flight from NY to Dallas? Why no one is responsible for this situation? Why my daughter have to spend night on a street in NY or fly all over the country to get home? Delta you are bunch of criminals!!!
My husband is an rather high employee with the federal government. They said they will give us VOUCHERS for our next flight with them. DO THEY THINK WE ARE NUTS! Out of... 5 planes Justin was to take, ONE was tooo late that he missed the connecting flight and had to wait until the next day (three hours... delayed to be exact NOT due to weather). The next day his flight to Atlanta was on time, then in Atlanta the next flight was delayed for an hour and half. Again NOT TO WEATHER, putting him home EVEN LATER! Then today they called and delayed the flight an hour and a half to leave.
We get to the airport on time to find out they changed it back to its regular time... and it was boarding when he got there and they would not let him on. He even played the voice mail for them. They informed us that is not their problem even though he did not have any bags to check. Then we had to pay over 400.00 for another ticket... and he got DELAYED over an hour n Memphis... AGAIN not due to weather. Just not got to Savanna where his classmate, BLESS HIM, picked him up at the air port for the hour drive back to their hotels... (which is where his original ticket was meant to land) so he did not have to rent a car. They have to be up at 5am! GO DELTA!
All the delays were due to MAINTENANCE ISSUES... I want to fly in a safe plane but... if you have that many issues... maybe you should be inspected and have a better customer service program. My husband is a Supervisory Special Agent... he knows many others. Thanks to this weekend... none of them will be approving flights through Delta for Employees anymore... that is... more than you can imagine in employees. Fantastic how people stand together. My kids, my 8 and 4 months, had not seen their daddy in 6 weeks. Do you know how much a baby changes in 6 weeks?
I had to tell my son that even though Daddy bought the tickets weeks before, that he could not make it home Friday night. I had to sit here while my son BUSTED into tears wanting to know why daddy did not come home and if it was because of him. We had to rearrange our entire weekend. It was beyond an horrible experience. To know so many others were effected. Some trying to get to their homes that had been hit by F4 tornadoes to see if anything was left.
We spent good HARD earned money to see each other for just a few days. Delta ruined it and expected 175.00 in voucher to be used with their company to cover it. A 27.00 food voucher only redeemable in the Atlanta airport, and the voucher to cover the taxi... enough... I think not.
ATLANTA, GEORGIA -- My fiance and I were on a flight from Atlanta to Las Vegas on May 13, 2011. I purchased a headset from the flight attendant for what I thought would be $2.00 but actually turned out to be $372.00.This was the beginning of a terrible vacation. Due to the overcharge, I was unable to rent a car, pay for my hotel, and basically enjoy all the perks of Las Vegas because my money/checking account was tied up due to Delta's error. Because of this, Bank of America had to freeze my account and I was unable to access cash because my debit card was frozen and I could not withdraw it from a branch because it was Saturday and the banks were closed!
When I first spoke with Delta, I was told I would receive 2 call backs, one from the 1-800 number and one from the counter at the Las Vegas airport. That did not happen. When I called back Sunday, I spoke with Brent of Tampa. He told me there would be nothing they can do until I provide them with the document number to trace the charge. Well, because the charge came in over the weekend, it was pending until the beginning of the week when it posted so I was unable to provide the number because there was no number yet associated with the charge.
By Monday morning I was livid! I spoke with the rudest person from your Salt Lake City office, Paul, and was told there was nothing Delta can do. I would need to contact my bank and they will handle the refund. That was it. I instantly came to the conclusion that I will NEVER fly Delta again. I took my flight back to Atlanta and Tuesday morning, I called your corporate number and spoke with Edith. She was very apologetic and helpful but still I am unsatisfied. She issued me case number: #** and a $125 credit for another flight. Wednesday morning, I check my account and nothing has happened.
I call back your corporate customer service line to check the status of my case and the woman I speak with says I have yet to issue proof of the charge. I tell her I emailed it in yesterday and would she like me to fax it in. I ask for her fax number and ask her to please have Edith, the woman I was speaking on Tuesday, give me a call back once she received it. She says sure and begins to end the call. I quickly stop her so she can confirm my telephone number and believe it or not, she has the WRONG telephone number. She reads out 4047152600. I want to scream. That is Delta's corporate office's telephone number not my telephone number.
She says "Oops, my bad. Can I have you number please?" This is completely unacceptable. My vacation was ruined! I could not enjoy anything because I had no access to cash! I had to take public transportation because my card was declined for my rental car reservation. My RESERVED birthday dinner for my fiance and friends was unable to happen because I had no funds. And all I get as an apology is a $125 credit? No! That is not right.
I spent over $600 for our tickets to Las Vegas with Delta and because one of your flight attendants was careless and charged me $370 over the price of a $2 headset which in turn locked up my banking account, I am supposed to just accept this and move on. My big birthday bash for my fiance was RUINED!
I am utterly and completely dissatisfied with what happened and believe that Delta needs to rectify this situation immediately. And a $125 travel credit is an insult. Not to mention as of this time, 5/18/2011 at 10:33 am EST, I have yet to be refunded for the overcharge of the headset! The lack of professionalism from you first line customer service is beyond me and some definite retraining is needed.
I was flying from Norfolk to Atlanta on Feb 6. I had such an unfortunate experience that I want to share. As I am not from Virginia, I don't know the city much. I went to Newport News instead of Norfolk and the Delta customer there told me to go to Norfolk. I rushed to Norfolk and I got 170 dollar speeding ticket with court fees. I then hurried to the airport. I left the check in baggage with my friend and told him to send it later as I did not want to miss the flight. I immediately got the boarding pass and ran and ran to the gate. The passengers were still checking in the flight but the front gate was closed.
Flight supervisor was called and she said she can't help with this flight. I explained my situation to the other Delta employee and she called the supervisor again. I told them that it's the last flight and if I miss this, I can't make to Little Rock tonight. The same flight supervisor said that she would talk to me soon but didn't not listen to what I said. I am a physician and had 13 sick patients to see in the morning which I didn't wanted to miss. I was here for a job interview and had to rush back the next morning. As the flight departed (which was by the way not for 15 min while I was standing outside looking for it to go), the supervisor came.
I told my story and how important it was for me to reach little rock. She said she would help and while she was booking next flight, she realized that it was the last flight. She immediately booked my next flight and she asked me to rush at Atlanta airport and try to catch my connecting flight. The layover time was 6 min and Atlanta being the busiest airport, I don't know how did she even say that? Why would she even give me false help and wrong suggestions when it was not possible. I told her that when Delta flights get delayed many times, we customers don't say anything. We realize that it happens and we try to be as cooperative as we can.
She had no empathy to me and refused to give me her name. After this episode, I called my friend who suggested that there was actually US airways which was flying at 7:45 pm and would reach Little Rock at night. I suggested that she can try talking to US airways which she again refused. She suggested that if wanted I can book flight with them now. (well I am 28 yrs old and I can think that much.) She could have helped me in at least 10 different ways but I saw no empathy, help or even at least listening to the customer.
When I asked what if I lose the connecting flight, she suggested that the next flight be booked tomorrow morning but I have to make my own night arrangements. I was heart broken and felt immensely sad, helpless( for myself and my patients). Here is the worst part. My flight reached Atlanta actually 30 min early and the flight attendant in the flight was very helpful and she tried her best to help me out. She even let me to get out of the flight first and suggested me to tell the Delta service agent that my connecting flight is 30 min away and that I have made it to the airport and will be coming soon. I did so and the agent told me not to worry.
Now when I went there to board this flight and I was 15 min early, this gate was CLOSED TOO and it was 15 min early. And I asked what was the problem for which the supervisor there said he will talk soon. I was accompanied by 3 more customers there and when I asked their story, they said they were given the wrong gate. (You can verify this if you want to by looking into the customers who got canceled that flight). Now while the flight had not still left, I asked the supervisor why would he not let us board the flight? He said he can't do it and we have to stay overnight and carry the next morning flight.
When I repeatedly asked him what's the problem now, HE SAID THAT OUR SEATS ARE ALREADY SOLD AND ACTUALLY THERE ARE NO SEATS AVAILABLE. How ridiculous and unprofessional is that? He also read me the report saying that it was already explained to me at Norfolk and the issue is resolved. The supervisor probably knew that I would complain and she possibly did everything she can to protect herself and did everything she can to protect herself and defensive. He did give me a free overnight stay but I am so not satisfied with Delta.
I sincerely ask for little more better service from Delta and please take this as a feedback. I would please ask for the supervisor's reply to at least realize what I went through and how could the situation been handled better. She was arrogant, impatient and extremely unhelpful and rude. Not to mention, she immediately ran away from the scene in 5 min. I am telling my horror story to all my friends and will try to post this in all the forums and internet just to make customers realize that we as a customers should not keep quiet if we find any faults from the flight side. It probably has created lot of mistrust which is such an unfortunate event.
Here's my experience with just trying BOOK a frigging flight with this brain dead airline. I was using points from a credit card that had to be transferred over to my Delta frequent flier account so my family and me could fly on my miles. I called a month ahead of time to do so. The first nimrod I got was overseas with a thick accent and a fake American name. After numerous attempts to make myself understood he told me I would need 80,000 miles total to qualify for seats. Made the reservation and called my Credit card company and they immediately transferred the miles over. Simple yes? Wrong. The genius in Delhi, Calcutta or whatever third world backwater was wrong.
It was 80,000 miles PER SEAT. Luckily, I called Delta just before I lost my seats and found this out. The next agent I spoke to Jason was a rocket scientist in OHIO. He reassured me that he would extend the deadline on my reservation for two more days until the additional miles came in. Jumpy now, I called the next day, a day BEFORE the new deadline, and got Jenny in the US who told me that my reservation had been canceled because it was past the deadline. Smoke coming out of my ears I said, "Your agent assured me that he would extend the deadline and you're telling me now that my reservation GONE? I called a MONTH in advance for these flights.
These times and dates are non-negotiable. We have to be in Atlanta on a certain day for a certain event. "Well let me see what I can do for you, click, click, click, okay I found your itinerary and I've re-booked those flights. You can go on Delta.com and see them there." She promises to send me an email confirming this. Problem solved, right? WRONG! I never get an email confirming this conversation. Not trusting anything this pathetic excuse for a company tells me, I check my reservation on their website and, sure enough, Jenny screwed up my return flight booking it A MONTH LATER than my original one.
Head... about... to... explode, I call Delta and get Carol who sounds like a dude. Either that or she's smoked so much that she's got a voice that could strip paint. I make my frustration and displeasure with Delta plain to Carol who is - how should I put it - an unsympathetic witch with the listening skills of Glenn Beck. She starts stonewalling, tells me I'm being unreasonable and that it's not a big deal. "NOT A BIG DEAL?" "I've had to make four, count ‘em; four phone calls to make a simple fight reservation and each time YOU GUYS have nearly screwed me. How is that not a big deal?"
Finally, I get my return flight sorted out with yet another reservation, and ask her to send me an email confirming this. She refuses, telling me they don't send emails unless the ticket is paid for. I point out that the first guy in outsourced hell already sent me one and Jenny said she would (Although she never did). Carol still refuses and then has the nerve to tell me I'm acting unreasonable. So, I make her stay on the line while I go their website to confirm she did what she said. She had. After promises to stay in touch, we say our tearful goodbyes.
As of now, I'm holding a reservation on the dates I want but Delta has not processed the miles my credit card company has transferred over. I still may lose this reservation and again, bear in mind, this is me planning a trip A MONTH in advance. Does it really have to this hard?
One can understand that it sometimes can be difficult to get a seat on a plane, more so during peak travelling times, flying on a Delta Buddy Pass, on a standby basis. That being said and done, our first attempt to get on our Delta flight (Flight DL201) from Johannesburg back to Atlanta was on December 10, 2010.
Needless to say, after having checked in at 15H45, as was required, we were told to return to the particular check-in counter at 19H00. That we did, and stood around until 20H20, when the flight departed. At no stage were we advised that no seats were available.. The people working for Delta at the check-in counters simply closed up their workstations, and disappeared. No word of what the situation entailed i.e. no seats available, the plane has departed, or to come back and try again the following night! Nada, Zilch!
The above events were repeated for the following 6 nights, no seats, no explanation, nothing.. That was when I felt I had come to the point that I felt I was owed an explanation by the people in the Delta Ticketing booth. At all times I remained polite (in fact, my wife who is a multi-media producer, has all on video), and during my conversation with the staff in the ticketing booth, it became clear that they did not work for Delta Airlines, they were merely subcontracted by Delta, and in fact worked for a company called Swissport.
That was when I demanded to speak to their supervisor if they had such a person - and it then transpired that Delta had in fact only one employee / manager, a person with the name of **. I demanded to speak to him, but was advised that he had already left and gone home. I demanded that they call him at home, which they did.
** the manager of Delta Airlines at OR Tambo Airport in Johannesburg, was not at all interested in my questions, particularly when I asked him about another standby couple who had offered their seats to myself and my wife, when they learnt that we had been stuck for more than a week, not being able to get on a Delta flight and when I pointed out to him that there were in fact 22 seats available on the plane, he simply said that Delta's first priority was to load extra cargo, instead of standby passengers (Non-Revenue Passengers, as standby passengers are known to Delta) as that was financially the most logical thing for Delta to do.
He then simply hung up the phone on me the last thing one would expect from a Delta employee, but then, alas, perhaps understandable in the Africa context where very little accountability can be expected! About 5 minutes later, three different couples who were also on buddy-passes and on the same priority rating, offered their seats to us, as that was their first attempt, and they by then knew that we were now trying for 6 nights to get on the plane! The check-in people simply refused to allocate that particular couple's tickets to us, or to any other of the other standby passengers for that matter!
One particular couple - who were then indeed allocated two seats - were so annoyed that Delta would not pass on their seats to long waiting standby passengers, that they then simply refused to get on the plane, and cancelled their boarding passes.. Regardless of that, Delta would not issue those particular seats to ANY of the waiting standby passengers!!!
That being said and done, we simply went back to the ticketing office, to have us again placed on the standby waiting list for the following night. That was the night of 18 December. Every night the same thing happened. Some passengers did a trip to South Africa for 10 days, only to be stuck at O. R. Tambo for the same number of days! (Personally, we have been trying to get on the Delta flight for 14 days now!) This all is nothing but a clear example of an abuse of power! But then also the total breakdown in security!
One particular passenger who lucked out and was given a boarding pass, called us again when we had returned to the hotel, after another unsuccessful attempt to get on the flight! She had cleared customs, was cleared by security personnel, and got on the plane, only to find that someone was sitting in her allocated seat! She called a flight attendant, and it then became clear that the boarding pass given to her at check-in was in the name of another person, and not in her name! Needless to say, she was then again promptly escorted off the plane, and nobody was held accountable or even questioned about the breakdown in security!!!
On December 23, we tried again to get on the flight, with no luck, regardless that we were told earlier in the week that the 23rd is wide open, with many seats available, and that the 23rd was THE day to get on the flight on a stand-by passenger basis! It became clear when passengers started checking in that there were 22 seats available in business class, and 94 in economy class. Guess what only 2 passengers on standby were allowed to board the plane!!!
Again we were fed the nonsense that the number of standby passengers allowed to fly was subject to the amount of cargo to be taken on, which was UTTER NONSENSE! That became clear when one retired Delta pilot, (also on standby but on a higher priority of course!) explained to us that the cargo story fed to us was nonsense. According to him, if a flight has an 8 PM departure, the cargo would already have been loaded on the plane by 4 pm!!!
According to the same pilot, the issue was only about the inefficiency of the agents booking in passengers and issuing boarding passes. We checked, and sure as hell THAT was indeed the problem!!! It took a minimum of 4 hours for inefficient staff to issue boarding passes to all passengers. (Again, they are not employed by Delta Airlines, but are subcontracted from a company called Swissport. Hence the fact that they have no incentive to work faster or more efficient!)
Look at this now. This same retired pilot, when he SAW that Delta would not board a standby passenger with a sick baby in her arms, then went and BOUGHT the lady and her baby a ticket out of his own pocket, just so that she could get on the flight, and get her baby home! Shame on Delta!!! A couple of non-revs, as standby passengers are known and described by Delta, killed time by comparing how long it took other airlines to issue boarding passes to their waiting passengers. Believe it or not, Lufthansa, Air France, KLM and BA took an average of 1 hour and 15 minutes to board their passengers! Compared to Delta's FOUR hours!!!
So the story given by Delta that the weather, cargo / passenger ratio etc. was the determining factor as to how many standby passengers were allowed to board is plain poppy cock! It simply boils down to this the captain on the plane has a departure time deadline, otherwise he gets dinged - and when it comes close to his scheduled departure time, he simply has the aircraft doors closed and proceeds to depart. Which means - To hell with whom still needs to board even if it is a passenger with a fully paid ticket not just the standby-passengers!
So these are the simple facts but Delta will not acknowledge the problems are 99% to be blamed on inefficient people employed on a subcontract basis as that will not be the Political Correct thing to do!!! So they blame it on totally irrelevant factors like weather and cargo!! (If that was indeed the case, why do other airlines not have the same problems!!!??)
Totally bloody preposterous!!! (It is not like non-revs are flying for free - standby passengers still pay around 50% of an economy class ticket! Threatening one to have the flight privileges of the person who gave us the standby ticket is so egregiously inhumane, and corporate crap! (And amounts to blackmailing!) On Christmas Eve, we were told that DELTA had a total embargo on standby passengers, meaning we were again stuck for the night at the airport, and could only HOPE to get on a flight on CHRISTMAS DAY!!!
On Christmas Day - Day 16 of trying to get on a Delta Flight, we again went to the airport at 3 PM, to have ourselves listed on the standby-list. One particular employee named **, (his name tag described him as a flight controller) - told us to come back to see him (not another agent!) at 7PM, when it was the cut-off time to check in. He apparently had received word that the Captain on flight DL201 had decided to allow all 14 stand-by passengers to board the flight! At last! After 16 attempts go get on a Delta flight!
We were advised that we were to take up seats as indicated on our boarding passes, but that we were to be moved to the business class section after takeoff, when the plane reached cruising altitude. We did so when told to move seats, only to be faced by disgruntled and irritated flight attendants, when we were seated.. As it was, they were already mad at having to work on Christmas Day, and then got even more disgruntled when the section which was supposed to be clear of any passengers, were now filled by the non-revs the Captain allowed to board!
(The flight attendants were rude and unfriendly, and one could almost feel that the food and drinks were just about thrown at you!) So, there it is our 16 day ordeal with Delta Airlines with whom I will never fly again, and an airline I will not recommend to any of my clients going on an African Safari.
My fiance and I were interested in switching my flight on Dec.19th to an earlier date, ideally on December 17th after 4 pm EST. He contacted Delta and inquired about the switch and was informed that since the seat change was not made within 24 hours, there would be a $200 charge. $150 would be charged for the change and there would also be a $50 rebooking fee.
This is where I am slightly miffed. He paid $244.40 for my window seat [10 days prior to my departure] through Expedia.com. Paying an additional $200.00 would mean my seat for (possibly) December 17th or 18th would cost upward of $450.00. As we are both students in college, it seems a bit much for a seat switch. I realize that with the holidays approaching, people will be traveling and seats will be scarce, but I would be willing to take the chance at losing my beloved window seat for a seat on a Delta airplane two days sooner.
By forfeiting my flight on the 19th, I would be freeing up an available seat with a well-known airline. Surely losing my place on that plane would not affect airline profits... A frequent flier with Delta myself, I was not looking to switch airlines. I merely was looking to switch dates. I am aware of the lost sales Delta may receive by my seat being reserved until now (ie: A customer and his wife wanted two seats next to each other, and the seat in the middle was open but my seat was reserved, therefore they could not purchase the seats next to each other and opted to go elsewhere). However, I am also strongly aware of the high demand of flights around the holiday.
$200 for booking a flight change in addition to the first seating fee seems outrageous. We tried to change it immediately-- as soon as I was aware... but we were met with "policy." As a female with experience in retail for nearly 9 years (working customer service, specifically, for 6 of those years) I am aware that policies are only as firm as the people who impose them, and they are often bent to make the customer happy.
This particular way of doing things may not increase the immediate sale, but it will affect future sales. It will satisfy the customer and will build guest loyalty, therefore increasing future sales, both by the customer's repeated business and word of mouth. I do not understand why our request for switching my flight to an earlier date could not be met without a hefty fee. Similar to a "restocking fee" that we have at my current employer, I acknowledge the "rebooking fee." I do not agree with the additional $150.00 in fees that would put my ticket cost over $400.00...
My fiance and I are asking for this favor one week in advance, not one day, or one hour in advance. The "policy" for the "seat change charge" and "rebooking" charge is purely for the airline's profit, and I am well aware of this. I have never had any other ordeals with your airline. Thank you for your time and consideration.