ALTANTA, GEORGIA -- On Saturday October 2, 2010, I left Sarasota, Fl on Delta Flight 2348 to Atlanta, GA. I was then supposed to continue to Paris, France, on Delta Flight 274 and continue to Genoa, Italy on Delta Flight 5843 with a final destination arrival time of 5:20pm on Sunday October 3, 2010. With an on-time departure from Sarasota, we actually arrived about 20 minutes early into Atlanta, GA. While this was the case, we could not reach our gate because another Delta aircraft was at our assigned gate.
After sitting on the runway until almost 8:30 PM, we finally reached a gate and unloaded from the aircraft. I immediately made contact with the agent at the gate and told her to let my other flight know that I was there and would be at the gate soon. She confirmed and I started running to the gate. I arrived at the gate at 8:35. There were still five to seven people in front of me to board the plane and an irate gentleman at the ticket counter. The Delta representative at the gate took my ticket and passport, scanned my ticket, and was in motion to scan my passport.
The other Delta representative at the ticket counter said “He (referring to me) didn't get here early enough; he can't get on the plane.” In the meantime, the gentleman at the counter that did not originally have an assigned seat on the plane was allowed on the plane and I was bumped. I was directed to a Delta special services counter and the door to the gate was closed.
At the counter, I was told that the soonest I could leave was the next day. I was schedule for Delta flight 130 at 4:40PM to Munich and then Continental Flight 5486 to Genoa at 11:00 AM on Monday October 4, 2010. I was also told that Delta was only going to give me a discounted rate at a hotel because the rescheduled flight was not Delta's fault; it was air traffic controls fault. While waiting on the hotel shuttle, I called the Delta, explained the situation and the representative said it wasn't Delta's fault, it was due to in climate weather in the area. If clear skies and on a starry night is in climate weather for a Delta aircraft, I don't feel comfortable riding in one. After continuing the conversation, the representative said he would give me a $50 flight credit. At this point in time, I am still paying for a hotel room in
Atlanta. I have to pay for might night missed in Genoa, and I lose a full day's work. In my luggage was also two boxes of brochures that were going to be used for the sales of boats at the Genoa International Boat Show. Without these brochures, the company's full line cannot be shown to customers and sales are missed.
Finally arriving to the hotel at 12:20AM on Sunday October 3, 2010, I get a room. The room was dirty and the bed wasn't even made. The hotel that Delta recommended had a nice lobby but the room was awful. I was put in another room. At 3:30AM, I received a notice from Expedia saying that I needed to contact the company immediately pertaining to my flight. At that time, I called Expedia and they informed me that the flight from Munich to Genoa was overbooked and I was only on the standby list for the flight. While even more frustrated with the situation, I tried to sleep for a while and returned to the airport to sort out the matter.
At the same special services counter from the day before, I asked about my flight and told them I wanted a guaranteed flight and did not want to be on standby. After checking my reservation, the Delta representative was baffled at her findings telling me that she did not have access to the Continental flight information but the flight was in conjunction with an airline that Delta is not even supposed to book with. Once again, I was rescheduled on a new set of flights. This time, I was scheduled on Delta Flight AF681 to Paris at 5:50 PM on Sunday October 3, 2010 and Delta flight AF5847 to Genoa at 9:55 AM.
Delta Flight Af681 to Paris left on time and landed on time. The connection to Genoa, AF5847, left on time also. While in the air, the captain explained that we were circling the Genoa airport because of storms, and we were number 6 in line to land. We were expected to land in about 30minutes. About 15 minutes pasted and the captain came on again saying that the airport was now closed due to flooding, and we would be landing in Nice, France. Upon arrival, I proceeded to baggage claim and received none of the three pieces of luggage I checked. I reported my delayed luggage and proceeded to the provided bus to Genoa. When we got to the bus, the driver told us that there was to be no
eating or drinking on his bus. We would arrive in Genoa in three to three and a half hours, and we could eat then. About five hours into the ride, yes five, a girl appearing to be in her early teens asked the driver to unlock the bathroom so she could use it. He denied her request and she sat down. About 20 minutes later she returned and was denied again. Immediately her father stepped in along with other passengers on the bus and demanded that the restroom be unlocked. We were sitting still in traffic and there was no reason the driver couldn't do it. After a small uproar, he gave in. On his way to unlock the door, he yelled to the passengers to not take advantage of the
toilet because he didn't want to have to empty it and clean it. After six and a half hours of travel, the driver exited the highway and dropped all of the passengers and their luggage off at an abandoned gas station that had several beggars at time just inside of Genoa. I tried to get the driver to let me use his phone or give information at least. He resisted, slammed the bus door and drove away. Now, Delta has dropped me off in an unsafe environment, in pouring rain, in a foreign country, with a foreign language, without any official of the country seeing my passport. Immediately, the number of beggars grew and so did my uncertainty. I, along with a group of other passengers, got together and began walking toward hotel Novotel. The front desk at Novotel was nice enough to call a cab for me. After waiting an hour, a cab arrived. I was taken to the hotel where I was supposed to meet my colleague, Bristol Hotel Palace.
Upon arrival at the hotel, I called my hotel, Hotel Alexander, and was told that my reservations had been sold. I did notify them before leaving the USA that my flight had been moved to the following day to keep my reservation. Since the airport was closed, they didn't think that I was going to arrive and sold my reservation. Luckily, another person from my company was staying at another hotel and took a different airline. I stayed at the Bristol Hotel where he was and got a room for the night. Before going to bed, I called and had the information for my delayed luggage changed and confirmed.
The next day and the days following, I called from my hotel, Bristol Hotel, checking on the luggage. The lost baggage line had no information on the luggage. My final day in Genoa, I received an email from Hotel Alexander saying that they had my luggage. I called from my hotel and they said I needed to give them 1500 Euros to release my luggage. Of course, I do not speak Italian, and they only spoke very broken English. I told them I was not paying the fee but I need my luggage. They hung up on me three times and demanded the money. I called Delta (actually Air France) and the representative said that it
was their mistake and the airline would pick up the luggage and bring it to Hotel Bristol. The entire day passed and I didn't receive the luggage. I finally called and went to Hotel Alexander myself to get the luggage. Strangely enough there was a representative there that could speak perfect English and demand the 1500 Euros. After arguing and bartering for over 30minutes, I had to pay 270 Euros to get my luggage. At this point, I was surrounded by 4 large men yelling at me in Italian; I felt I had to pay or I wasn't going to leave there in good health or well-being. This is another dangerous situation that Delta and its partners forced me to be in.
Delta offered me 19000 skymiles. What a joke. A refund of the entire trip, a refund of the money I paid to get the luggage back, refund for the clothing and laundering I had to do, and a refund for the extra $255 worth of luggage I checked is what I should get.
Back in October 2009 I returned from a trip with my husband to find my baggage damaged beyond repair. I immediately took it to the customer service area and filed a damaged report with the agent. Since then here is a recap of the 8 months of run around I have got from Delta Airlines....always promising a check is in the mail or to call me back...I have received neither and now am out luggage too.
06/01/2010 2:04pm Contacted Delta again today, have not received anything in the mail and wanted to confirm where the case stood. On hold for 18 minutes then spoke with Thelma. Ask for an update on case #7443XXX. She sees nothing in regards to my claim under that #. I also gave her the claim # from Miriam Herrin's email Delta File H8615XX. She can't get into that file so she is seeing if she can find someone that can. Going to transfer to another department, I should hear something within the next few days.
05/21/2010 8:25am As of today still no call from Delta Corporate or no response to the email sent on 04/27/2010. Spoke to Jason he told me that the case was completed it is case # 74432XXX and the check should be sent within 10 days.
05/11/2010 12:32pm Contacted the 800# & spoke to Sherry. She told me there was nothing in the system about my claim. She said she would email corporate and they would contact me. I asked to speak to a supervisor and she refused saying they couldn't do anything for me and the only way they could contact them was via email (that they didn't have a phone number for them). I asked when I could expect a call and she said she really didn't know.
04/29/2010 10:10AM Contacted the 800# & spoke to Donna. I gave her the background and she informed me that the claims are not handled in Augusta any further they are handled in ATL. She did see in the system that the claim was approved on 04/26/2010 for the full amount and if I haven't received a check within 10 days to call back.
04/28/2010 was at the Des Moines Airport and spoke to an agent about the email and showed them the damage report the agent filed and they said that should be sufficient and to contact the 800# again.
04/27/2010 Received an email today stating that because I didn't file my claim within 21 days that they would not process it? I responded asking to have it re-evaluated because the agent at the airport filed the claim on 10/19/2009.
"April 27, 2010
Dear Ms. Hanke,
Thank you for the additional information concerning your damaged bag. After further review of our files, we are unable to locate any record of your loss prior to your letter on February 8, 2010.
The airlines consider claims which are presented in writing within twenty-one days from the date of travel. Because your letter failed to meet this requirement, we respectfully decline to honor your claim. However, if you have insurance coverage that will provide for payment, we will be glad to cooperate with your insurance company in their investigation.
We will reconsider the matter if you can furnish any proof that your claim was submitted within the specified time limit.
Customer Care Baggage Claims"
04/13/2010 I received an email from Delta stating they did receive my fax and will be expediting it for processing.
03/23/2010 Received an email from Customer Care asking me to refax the claim to 404-677-3097 attn: JSM Ref # 10874087 Faxed at 3:40pm
03/16/2010 8:00am Re-faxed to claim report to Delta
03/15/2010 1:39pm spoke to Angela. She asked for the File # I gave her OMANW126XX from the damage report. She doesn't show receipt of the fax? Asked me to refax it again.
02/05/2010 Faxed document
This is the second email I have sent to this website: the first on 01/18/2010 with NO response given! I think this is unfair that now the airline has not paid me a dime & taken my suitcase!
Good morning, I am writing today because I feel I am out of options and don't know where else to go. On October 19, 2009 my husband and I were returning from vacationing in Mexico. When we returned to the Omaha, NE airport we found our bag to be broke. I took it to the service counter and he opened it looked at it and filed a claim which he gave me a copy of the damage report. He told me since we live in Des Moines and needed to get our stuff from the suitcase before we turn it in we could do so in Des Moines. On Sunday, October 25th I went to the Des Moines airport with the claim form and bag and they asked if they could exchange it for one they had there. I had recently purchased the bag for $240.00 and still had the receipts and the bags that were at the airport didn't compare. The customer service representative told me since the bag was less than 6 months old they could give me a full refund of 100% ($240.00). She took my receipts and bags wrote on the damage report 6 month $240.00 and told me I would have a check in 4-6 weeks. That time passed and I had not heard anything so I called the 800# she gave to me on 12/08/09. I was asked to call back later that day because the systems were down. I then called on 12/14 and spoke to Sherry she told me there was no claim in the system and she took my number and was going to have someone contact me. That NEVER happened! On 12/23/09 I contact the 800# again and spoke to Vickie she told me the claim was closed and a check was sent. She gave me file # 7443XXX. On 01/18/2010 I had still not received a check so I called the 800# again and spoke with Annette. She told me to call Corporate at 404-714-7101 and press option 2 but then told me they would be closed today so I would have to call back. I asked her to verify that a check was sent because I had received the run around so much. With her looking into it she told me that that claim was closed in February? I was confused because I didn't file this claim until October? She looked into it further and that claim # was for a delayed flight where we were stuck in Orlando so they gave everyone $100 vouchers, not for my baggage. She said I would have to resubmit a claim because they have no record of this claim and to go on line and find the form. Well I guess I could do that but the Customer Service Rep in the Des Moines airport took all of my receipts, luggage, etc? I don't know where to go with this. It was not a cheap bag costing me $240.00 and I am really disappointed with the run around I have been receiving. Can you please help me get this figured out or direct me where to go to? This is going on 12 weeks or run around and I think that is unacceptable. Thanks!
On 3/13/10, during the recent windstorms, my family and I flew from Nassau to LaGuardia, NY and were to connect to Detroit on Delta airlines. The plane was delayed before take-off for 20 minutes to take on extra fuel the pilot indicated. Little did the unwary passengers know the airport was closed in New York and the pilot wanted to be ready to circle the airport for some time. This fact was only revealed to the passengers mid-flight. We were told there were high winds in New York and the airport was only intermittently open for short periods of time. The pilot informed us that it was unlikely we would be able to land in New York and suggested we may be re-routed to Pittsburgh. Nothing else was relayed to the passengers until we had circled LaGuardia for almost two hours. At this point the pilot told the passengers that we were not going to land in New York, as the airport was still closed and now low on fuel we had to be re-routed immediately to another airport. The airport we were sent to was Harrisburg, PA (apparently a charming town - I had plenty of time to read their tourist literature while there). Unknown to any of the passengers until we were on the ground, the Harrisburg airport was only equipped to accept commuter jets and not a jet of our size. We waited on the tarmac for approx. one and a half hours while we were told someone was coming in from home to determine how to unload the aircraft. We finally disembarked about 9:30pm, approximately 8 hours since our departure. Most of the passengers had not eaten since breakfast and were starving and no special effort was made by the airline to feed us. There were no open restaurants in the Harrisburg airport. We were told that we were going to overnight in Harrisburg and try to get to LaGuardia the next day. We were told that no one could unload our bags and they would stay in the belly of the aircraft overnight. Delta made arrangements for all of the passengers to stay at a nearby Best Western. I informed to flight crew and the ticketing agent I waited in line about an hour to see that both my wife and I had medicine in our luggage that we needed. We were told that retrieving our luggage was impossible and we were repeatedly chastised by Delta personnel that we should have packed our medicine in our carry on luggage, implying that the problem was due to our poor foresight and not their fault The fact of the matter was that we had medicine at home and assumed that if our luggage were lost we would be O. K. Little did we imagine that we would be mishandled not our luggage.
Once we arrived at the ticket agent's desk we were told that there were no flights to Detroit, our final destination, they were all over booked. If we went back to New York there were no flights and if we tried to fly direct from Harrisburg there were no flights. They refused to take the time to see if we could be re-routed through another city like Cincinnati or Atlanta. I understand that by this time it was late and the ticket agent was probably tired and there were many other passengers to help, however, I was shocked when her response to our plight was to say, "here's the 800 #, try to find a flight by calling the number." I felt as though the airline had dropped us in a strange city with little prospect of getting home, no luggage, no medicine, and no food and essentially abandoned us with nothing more than a phone number. The story didn't end there. We went to the Best Western where the kitchen staff was trying to close and luckily we and several of the other passengers were able to order pizza delivery, some, but definitely not all of the passengers were able to get food from the hotel restaurant. I repeatedly called the 800# only to get a busy signal. Finally after midnight I got through and waited for another 30 minutes for someone to answer the phone. They told me there were two seats on a 7:30am flight and another two seats on a 4:30pm flight. I explained that we were traveling with our daughter and her college friend and we were uncomfortable with splitting up, to which the person on the other end of the line responded, "that's what we have take it or leave it, if you don't take it someone else will and you'll have no flight." We reluctantly made the reservation. It was now about 1:00am and the night we switched to daylight savings, so were going to loose an additional hour. So at 5:30 am with virtually no sleep, we all went back to the airport. A ticket agent did look for our bags but was unable to find them and I appreciate at least one person working for Delta who seemed to care for our predicament. We sent our daughter and roommate to Detroit. We tried unsuccessfully to go standby and waited in the airport another 9 hours for the next flight. Since we don't live in Detroit but had driven to the airport our daughter and friend had to wait in Detroit for us to get there 9 hours after them, sleeping on benches in the airport until we arrived.
In summary, we left Nassau to fly to an airport that was closed. No one but the flight crew knew this. Second we circled the airport in New York with a "land at LaGuardia at all costs attitude," until we ran out of fuel and had to be re-directed to an airport that could not accommodate us. All of this could have easily been avoided. We could have been told that the airport on New York was likely closed prior to our departure. When the plane arrived in New York and the airport was closed Delta could have immediately re-routed us to a suitable airport rather than circling until we ran low on fuel. Certainly, they could have cared more about our welfare during the ordeal.
Unfortunately, no significant effort was made by Delta to ensure that we were fed. No significant effort was made by Delta to help us get to our ultimate destination. "Do the best you can" and "take it or leave it" was their attitude. No significant effort was made until morning to get our medicine. I am a practicing physician in Michigan and if any of my colleagues or I made "seat of the pants" decisions about our patients welfare that in retrospect were as poorly made we wouldn't be in practice very long. I am amazed that airlines, which must deal with this sort of problem on a regular basis apparently have very few guiding principles and policies to help them, instead it is just the luck of the draw where you go and how you're treated. Hopefully the airlines can learn something from our experience. The airlines seem to think that if they get you to your destination in one piece, no matter how long that takes they did their job. In medicine if we say to patients at the end of a procedure, you're procedure was done and you're alive, that is rarely adequate consolation to them. People want to be and deserve to be treated with dignity.
Sincerely, Keith Getz
On Saturday February 27th- my partner and I were scheduled for an overnight flight on Delta Airlines #DL1768 from Kona, Hawaii to LAX leaving 9:30P Saturday, February 27th with arrival 5AM Sunday, February 28th. Our final destination was Minneapolis, Minnesota- with a 6:40AM connecting flight at LAX. Because of an airline error in fueling our aircraft- we had a 3 hour delay in leaving -thus missing our connecting flight. This error entailed Delta Airlines putting too much fuel in the aircraft- which according to them- affected our weight standards for lift off in Kona International. In addition to this error in fueling in Kona by Delta Airlines- we were rerouted to Honolulu International for additional fuel (for some reason we could lift off just fine from Honolulu International but not Kona International Airport). During the 3 hours we were on this aircraft- Delta's crew and captain were unresponsive to our questions and concerns regarding connecting flights and they were quite frankly- dismissive of our concerns regarding our schedules when we asked about them. There was never an announcement on connecting gates or any care put into our connecting itineraries from the captain of the aircraft.
At approximately 12:15AM on Sunday- while sitting on the tarmac in Honolulu- my partner called Delta Airlines to move us from that 6:40AM flight to the 8AM flight leaving from LAX to Minneapolis International- as it looked like we would be able to make that time schedule with the current delay. We had a confirmed seating confirmation number on this flight- according to the Delta helpline representative we spoke to.
When we finally arrived at LAX at 7:40 Sunday morning– a Delta agent was not there to open the doors for our incoming flight- and no prior arrangements were made for passengers with connecting flights! Thus- we ended up sitting at the gate for another 10 minutes which was precious time- in making our 8AM Minneapolis connection in LAX. After getting off the flight DL1768- we arrived at the gate for our Minneapolis flight at 7:51AM- only to find that Delta Airlines had given our confirmed seats away to other standby passengers! The Delta gate agent tried to get us seated (and remove the standby passengers that had taken our confirmed seats) but was told the flight was leaving by her supervisor and that they would do nothing for us. Delta Airlines in LAX knew of our plane's delay from Kona- and made no effort to hold the plane bound for Minneapolis for its passengers that had that connecting flight!
After the 8AM flight for Minneapolis left the gate- the gate agent told the group of us (there were about 50 people trying to find a way to the Twin Cities) that she would help us. However after 10 minutes she was summoned to another gate and we were informed that we needed to go to the Delta Help Desk in LAX to get rerouted to other flights. After waiting in line for 45 minutes- we were placed on a flight plan connecting through Salt Lake to Minneapolis and were given confirmed seating assignments but with no seat numbers attached to them for either of the legs of those flights. When we arrived at the LAX gate for our Salt Lake flight at 11:50AM- we were told that there were no seats available and that the flight was over-booked by 16 people. There would be no provision made for us due to Delta's delay in our Kona flight- even though we had ‘confirmed' seating assignments. The gate agent told us tersely that she would call our name if seats were to become available. After a very heated conversation, in which excuse after excuse was made as to our delay in Kona by Delta Airlines, we strong armed our seat assignments. In this instance, we felt Delta Airlines at their LAX help desk was willfully dishonest to us in telling us this Salt Lake flight was available- in essence to get us out from in front of them. After arriving in Salt Lake at 2PM that Sunday- we knew we would have the same situation as our Minneapolis flight and would need to fight for seats on that flight. This time we went over to the help desk and strongly requested seat assignments 2 hours prior to the gate opening for the 5PM flight- going over the gate agent's head for that Minneapolis bound flight. After a conversation of explaining ourselves and trying to charm the customer service person into granting us seats- we received our ticketed seat assignments. Numbered tickets in hand- we arrived at the gate and found others- many over the age of 75- with ‘confirmed' seating but with no seats available on the flight! The flight to Minneapolis was overbooked by 22 people! Again- in this instance-Delta was dishonest to these other individuals at LAX and booked them on flights that they knew were oversold! I feel that this is in direct violation of FAA regulations regarding the selling of tickets- and the contractual obligations to paying passengers. When it was all said and done- we arrived at our home destination 9.5 hours after what was scheduled- spending close to a total of 24 hours traveling.
While at help desks and gates in LAX and Salt Lake- Delta's story to its staff was that due to the Tsunami in Hawaii- that there was no available fuel in Kona which in effect caused our delay. The Tsunami ‘all clear' was called at 1:30PM Hawaii time Saturday, February 27th by the Hawaii Department of Emergency Management- our flight that Sunday was at 9:30PM. In addition to that- the only airport with cancelled flights that day was Hilo International on the other side of the island. We arrived at Kona International airport at 7PM and noticed our Delta plane was on the tarmac ready for boarding. If fuel was indeed an issue in Kona- why didn't Delta Airlines taxi the flight to Honolulu to fill the aircraft in that time before take-off? The flights are less than hour each way from Kona & Honolulu. If a ‘full tank take-off' was never possible from Kona- then this is outright fraud by Delta Airlines in selling tickets to passengers who expected a direct flight from Kona to LAX. We know from other United Airlines passengers that they took off with a full tank of fuel in Kona directly to LA with no incident- one half hour before our flight.
In summary- we were offered no compensation whatsoever due to Delta's mishandling of the Kona leg of our flight plan. At numerous gates we saw other ticketed passengers offered up to $600 in cash to give up seats on the flights that were severely oversold. We missed our connections due to Delta Airlines' errors and we were offered nothing but Tsunami, fuel and ‘communication error ‘excuses from various Delta Airlines employees. One of the Delta Airline attendants on our Minneapolis bound flight even told a senior couple with little flying experience that if they traveled all the time for business- that this was to be expected and that delays happen periodically –insinuating that we all were inexperienced simpleton travelers. I have family members that travel extensively for business- they nor I- are willing to accept poor service and a lack of accountability by Delta Airlines. That senior couple from Willmar, MN was also told to fly another airline by a Delta Flight attendant on our Minneapolis flight home if they did not like the delays and service they received from Delta. All of us in the Twin Cities certainly would fly another airline- if there was an ample choice of carriers and destinations out of Twin Cities International Airport! This was a Delta Airlines Vacation package made through a travel agent- my partner and I are seeking a refund of our airfare for that leg of our trip from Delta Vacations due to breach of contract.
My wife and I -- world travelers visiting families of three kids around the world -- have gone through considerable
physical challenges and anguish last week -- never experienced earlier. We are wondering if we could expect a response that
would reinstate our trust in your airline.
We travel so often that I joke with friends my wife does her laundry at airport rest rooms. Before drying it on the baggage
We were due to shuttle from BWI to JFK, Feb. 9, to catch an evening flight to Budapest, Hungary. All went fine at first.
We were due to fly out in between two snow storms.
When I checked about my routine vegetarian meal (replacing special sea-food option) I was even queried regarding my
dairy or non-dairy preference. How nice!
Then all hell broke loose.
Alex, to whom we talked, told us the BWI was closed due to (yet non-existent snow storm. Because a plane had just took
off and the storm was not due before well after we were in JFK.)
The snow storm was used as an excuse. Apparently because Delta did not have a plane ready to take out scheduled
passengers. Or used them to shuttle passengers from further west, according to our private information.
Alex sugested to book us on an Air-France flight to Charles de Galle in Paris and then proceed to Budapest. We were in
a hurry to begin a four-day vacation in Hungary's capital, paid for by our daughter -- a concert pianist.
Trying to reach the Dulles airport, given the cost and the time for taking a likely 3 hour trip through mushy snow (piled by
a previous storm), was time-wise, financially and mentally not acceptable to these two senior citizens.. Especially the prospect of
lugging heavy bags across treacherous snow puddles.
So we figured out a way to reach New York by alternative ways. Alex confirmed our original take-off plan from JFK.
When asked about compensation for the paid for but unused Baltimore-JFK airfares. he suggested we reach JFK not later than 4
P.M. Feb.9 and contact the check-in Delta manager.
How much would that be? -- I asked. We need to count our pennies.
-- I can't tell you exacly -- he said -- but they will work that out there (Was he trying just to send us down the river?)
-- Okay, fine, thank you! -- I said.
My wife and I did reach JFK Delta well before 4 P.M. after changing several road vehicles (four to be exact). Lumbering
around our hefty bags in and out (hardly a piece of cake for this 77-year old guy).
However, once I mentioned to the mnageress what Alex had suggested -- the response was brief and curt. Delta NEVER
compensates passengers for weather-caused concellations. I was told. And dismissed.. -- Company policy -- she added.
My daughter had booked us in Budapest, February 10-14 in a modest hotel. Extra travel expenses involved in shuttling
ourselves between Baltimore and JFK badly decimated our funds prepared for a relatively decent enjoyment of our first visit there.
(Of course we shall never mention this incident to our kind and caring daughter, Tamara.)
Who had previously remarked, off-handedly, that she was compensated with $400.oo by the United, for similar
inconviences. Involving extra efforts to make it possible for her to perform major concerts in a series which started in Chicago and
continued with the Carnegie Hall full house concert with the Chicago Symphony orchestra on the last day of January. She was
playing during celebrations honoring THE major French composer and conductor. For his 85th birthday.
And not only that. The UNITED put her in the business class as a way of apology. Spreading the image of a
passenger-caring company. HUH!
Now, of course, she is an extremely successful and attractive pianist performing around the world.
I have spent 36 years as a chief of bureau of a major American wire agency. All I can do is share my experience with peer
travellers. Practicing now whatever scribing skills remain in my pen. Get a few laughs.
On a lighter note, I do hope the recession comes to an end soon. So I can revert to my special, sea-food diet.
As we were served dinner aboard -- there was no special meal for me.
-- Did you talk to Holly? -- an air Hostess challenged me over my complaint.
-- Holly? Hollie? Howlie? By Golly! And who might Hollie be, please?
-- She works in the opposite alley up there!
-- Oh! Is that so? So I should go chase her there?
Usually stewardesses come with a sheet to check my seat and serve me upfront. But on all other airlines.
Somehow I was loath to confront the stern-looking Holly. Golly. Whoever.
Because I already had a kind of a beef with her.
-- GET BACK TO YOUR SEAT! Never bothering to get up -- the strict lady had instructed me. There were no air
turbulence. Not out of the plane so seat belts were no mandatory except as a recommendation.
I had ventured across the aisle of the semi-empty cabin to the left windows. To bid my customary farewell to the
receding lights of Halifax, Labrador. The fishing villages in Nova Scotia. An old sentimental fool, you may call me.
This could always be my final time.
The second time she bawled me out, from afar, seeing me approaching her, was when I sought to protest unsolicited
but continuous blaring on the PA. The noise being what some young people claim was music. But much too loud.
She told me I had to wait this out. After the tape runs its course.
-- Why, is that the choice of the automatic pilot? -- I tried to lighten the atmosphere. She never smiled and ordered me
back. Still she decided other passengers were due an apology.
I settled for pasta. Not bad, to be honest. Though not on my recommended dietary regime.
The moral is clear: I shall now need to think twice before booking tickets.
We never stay more than two months at a time. Because we do need to keep traveling helping out with our five
grandkids. Our three children dutifully paying our fares.
There you go. You like my story. The amusing part? Instructional? I am considering sharing it and/or publishing it?
Get a few laughs.
09 Feb 10 TUESDAY
DELTA AIRLINES INC. 6076 SHUTTLE
OPERATED BY-CHAUTAUQUA AIRLINES
LV: WASHINGTON / BALTIMORE/ WA 1654 NON-STOP
ARR: NEW YORK/JOHN F KENNEDY 1810
FLIGHT TIME -- 01HR 16MINS BAGGAGE ALLOWANCE - 1 PC
MR. IVAN STEFANOVIC 08C CONFIRMED NON SMOKING
MRS. N. STEFANOVIC 04D CONFIRMED NON SMOKING
IVANMR/STEFANOVIC VEGETARIAN MEAL
DELTA AIR LINES INC. SHUTTLE
LV: NEW YORK JOHN F KENNEDY 1935 NON-STOP
ARR: BUDAPEST ARRIVES 10 FEB
FLIGHT TIME - 09 HRS 05 MINS BAGGAGE ALLOWANCE - 1 PC
MR I. STEFANOVIC 23A CONFIRMED NON SMOKING
MRS. N. STEFANOVIC 23B CONFIRMED NON SMOKING
MEALS SERVED DINNER
IVANMR/STEFANOVIC VEGETARIAN MEAL (S)
DEPART TERMINAL 3 ARRIVE -- TERMINAL 2B
If you decide to contact me you can reach me here:
Ivan I. Stefanovic
5801, Kipling Court
Baltimore, Maryland 21212
Tel 410 433 4026
This is a very long convo but I wanted to show the back and forth between myself and Delta
Just bad service
RE: Case Number 8257328
Thank you for your most recent communication expressing your continued
dissatisfaction with my response. On behalf of Delta Air Lines, I apologize that I have been unable to offer a satisfactory resolution. I also apologize that I misunderstood your original intent.
I am genuinely sorry it was necessary for you to write me again. I was
concerned that I missed the purpose of your original communication so I
reviewed your comments with my Supervisor. After a lengthy discussion,
there is no further action we will take regarding your experience. Again, I am sorry to disappoint you, as I understand this is not the answer you were expecting.
The gesture I extended was not meant to place a value on your experience; rather it was an attempt to make amends for your disappointment with our service. I also understand you would prefer Medallion Qualifying Miles instead of the 15,000 bonus miles that I added to your account. Please know that to protect the integrity of the SkyMiles program, We do not offer Medallion Qualifying Miles as a gesture for service failure. Respectfully, any additional
considerations would not be due. I am sorry to disappoint you, as I
understand this is not the answer you were expecting.
Again, Mr. King, I am sorry your travel was unsatisfactory. I hope in time you will provide us with another opportunity to restore your confidence.
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines
Northwest Airlines is now part of Delta Air Lines
Original Message Follows:
I understand that you only have limited power to rectify problems in service, but if you read my prior emails, my intent was not to get reimbursed for my travel expenses, but to bring the problems to your attention. It was you who asked for my travel receipts to possibly reimburse me. The only thing I asked for was that any mileage you can offer me go towards my MQM balance, which you have yet to acknowledge if it is possible.
In turn, because of the way I was treated by this airline, and the fact that you cannot offer me any kind of reparations for my inconvenience it discourages me from wanting to fly with Delta, when I do have many choices for travel out there. Just yesterday I booked a ticket on Delta and I'm considering changing to another airline.
Ms Rutherford, if other airlines like Continental making me a platinum member to match my Delta Status are willing to go an extra mile to earn my business and the one airline I have been loyal to is not willing to make amends for inadequate service, then why should I still be loyal to Delta.
It just how I genuinely feel
I still hope we can resolve this in some way, I'm open for suggestions
On Thursday, October 29, 2009, at 08:09AM, "Customer Care Exchange"
RE: Case Number 8257328
Thank you for writing and allowing me the opportunity to further review
your concerns regarding the service you received while checking in for your recent flight to Las Vegas. On behalf of Delta Air Lines, I am genuinely sorry you were dissatisfied with my first response.
I understand you feel I did not adequately address your concerns regarding the poor customer service you received when you checked in at JFK for the flight to Las Vegas. I was happy to review your comments again to see if there was something I missed.
Please know I understand why you wanted to share your concerns regarding your disappointing experiences. Your comments serve as an excellent reminder that the actions of our employees can make a significant difference in passenger preference. The emphasis at our airline is on caring, professional service--all of us at Delta must be dedicated to treating our customers as very special guests, just as we ourselves would want to be treated. I apologize that your experience at JFK did not live up to your expectations or ours.
In all candor, we know there is nothing we can say to erase your disappointment. Although we cannot release details about individual employees or disciplinary actions, I want to assure you that our leadership team at JFK will take appropriate steps regarding this incident.
The gestures we extended were not meant to place a value on your
experiences; rather they were an attempt on our part to make amends for
your disappointment with our service. Our records indicate that you ended your journey in Los Angeles. My understanding from your original email was that you rented a hotel room in Los Angeles and then rented a car to drive from Los Angeles to Las Vegas. I apologize that I misunderstood the situation. Respectfully, I can not reimburse you for prepaid car rental and hotel stays in Las Vegas. I am sorry to disappoint you, as I know this is not the answer you were expecting.
Additionally, I am also very sorry a Delta Sky Club is not available
for your use at Newark. I understand your disappointment as you just
purchased a new club membership. To clarify the record, we too were saddened when Continental chose to leave SkyTeam and move to the Star
Alliance. At that time, Continental also ended their alliance with Delta and the other SkyTeam members. I realize this change in alliances will have an impact on all our Sky Club members and I apologize for any inconvenience you have experienced as a result of this change.
Mr. King, you are a valued Platinum Medallion member and it is my hope that you find a way to give Delta another chance at earning your business and your trust. We are not perfect, and we are thankful to use feedback like yours to make our airline better, employee by employee, flight by flight. We feel that we are making good progress, and we humbly ask that you fly us again someday soon.
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines
Northwest Airlines is now part of Delta Air Lines
Original Message Follows:
You obviously misunderstood my situation and the severity of how I feel, and no, my concerns about service have not been satisfied. I never said I rented a hotel in Los Angeles or a Car to drive me to Las Vegas. Because of your supervisors mishandling of my flight to vegas and Delta not being able to get me to Vegas on the date I booked, I still had to pay for my hotel in vegas and my car rental because there was no advance notice to cancel the hotel and car. I still ended up paying $404.63, which is not a small amount of money due to one of your employees, who is supposed to be a supervisor not doing his job.
The only glimmer of light in this whole situation was Ms Pinto.
Concerning the bonus mile, I never asked for 5000 miles or the 15000 miles, although I appreciate the gesture, If they are not MQM miles they really don't mean anything to me and do not not make up for the mistreatment I received.
Ms Rutherford, I am finding out more and more that Deltas policies and changes do not meet my expectations and requirements. Delta just ended is partnership with Continental Airlines. In Sept I paid over $700 to join your Sky Club program. Now I fly out of Newark often, a major reason I joined Sky Club was to be able to use the Continental clubs at Newark. One month later you guys end your partnership with Continental,
so now I'm out of luck and can't uses the Continental clubs. Its these types of things that shed a bad light on your company.
I told this to Continental, would you like to know what they did about the situation. They made me a Platinum member for 2010 & 2011 under their new frequent flier program to match my status on Delta. That's the kind of customer service I expect from an airline I spend my money with.
Once again, I am writing this letter to let you know how a frequent flier of your airline really feels. I hope you see fit to make this situation right and to keep earning my business.
On Tuesday, October 27, 2009, at 01:05PM, "Customer Care Exchange"
RE: Case Number 8257328
Thank you for sharing your concerns regarding the service provided while traveling with us from Greensboro to Los Angeles and New York to Las
Vegas. On behalf of everyone at Delta Air Lines, I sincerely apologize for letting you down in so many ways.
Please know we appreciate your kind comments regarding the service
your received from Cynthia Pinto, one of our team members at the JFK ticket counter. We believe our employees are our most important assets, and
I am happy to learn that our agent exceeded your expectations. Please know I will be sharing your comments with our Airport Customer Service leadership team so this employee receives appropriate recognition, on your behalf. Thank you for sharing your thoughtful remarks.
I am truly sorry for the frustration you experienced when your plans
on September 19 were disrupted due to the delay of our flight 6567 for crew reasons. I also understand the disappointment and frustration you experienced when your connecting flight in Atlanta was not held. Please know that any decision to hold a flight for connecting passengers is made on a case-by-case basis. Respectfully, our team members at the gate are responsible for an on-time departure. Nevertheless, I understand your frustration with the delay and missing the connecting flight.
I also recognize the plane was still at the gate, the door was open, and the jetway was in place. At that point, the weight and balance most
likely had been calculated, and the Air Traffic Control (ATC) departure slot may have already been received by the Captain. Any delays at that point could cause us to lose our departure slot.
As our customer, you are in the best position to point out areas that need attention. I am sorry to learn our agents and supervisor in Atlanta were unable to find an acceptable alternate flight for you in a more timely manner. Our goal is to provide consistent and accurate information to our passengers at all times. I am truly sorry in this instance you did not receive the service you expected and should have received. Our records indicate that 5000 bonus miles were added to your frequent flier account as a sincere gesture of apology for this unfortunate incident.
I am truly sorry for the slow moving first class check in line you encountered at our ticket counter on September 26. Our goal is to assist passengers in the timeliest manner possible, and I apologize, again, that your experience was to the contrary.
We also appreciate your comments regarding the unsatisfactory customer service you encountered when you approached our Red Coat, Mr. Duncan, for assistance. After reading your remarks, I certainly understand why you wanted to bring this matter to our attention. I am also sorry for the delay locating the supervisor to approve the alternate flight. I am truly sorry you did not receive the service you expected and should have received, as we expect our employees to be helpful and professional at all times. I am so sorry your experience was to the contrary.
We know travelers need an airline they can count on, and I recognize how upsetting it is when plans are disrupted. Additionally, when delays of this type result in an overnight stay, we should have made every effort to provide you with meal and hotel accommodations. I am a bit confused, as I understood you rented a hotel room in Los Angeles and had to rent a car to go to Las Vegas. However, from the receipts you provided, I see you rented your car and in Las Vegas. Respectfully, I must decline your request to reimburse your hotel and rental car expense. We are sorry to disappoint you as I understand this is not the answer you
Mr. King, it is abundantly clear that your recent experiences flying with Delta were far from shining moments in airline travel and far from the level of service you had every right to expect. We want to respond to any service problems with improvementsnot excuses. Please know a formal complaint has been recorded on your behalf and your letter has been shared with the Airport Customer Service leadership team for internal follow up.
In appreciation of your Platinum status and as a gesture of goodwill for the numerous service failures you experienced, I have added 15000
bonus miles to your frequent flier account. Please allow three business days for the miles to appear in your account.
Mr. King, I hope I have been able to resolve your concerns about our service. Your support as an esteemed SkyMiles Platinum Medallion member is important to Delta, our Connection Carriers, and SkyTeam partners.
We look forward to your continued patronage.
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines
Northwest Airlines is now part of Delta Air Lines
Original Message Follows:
Lets see if this works
Please refer to Case Number 8257328
Thank you Ms Rutherford for your response.
You have restored my faith in that Delta is not just a big faceless company, but a company that cares about their customers.
Below is the information you asked for, although my letter wasn't intended to get reimbursed for the money I lost. My initial intention was to bring to your attention problems I have had in service and to alert you of how one of your supervisors was treating not only me, but other customers as well. I don't know how Delta investigates these types of situations, but in my opinion Mr Duncan from the JFK terminal really needs to be reprimanded. I do have one request if it is in your power. I really enjoy the menities that comes with being a platinum member in the sky miles program. I am going into my second year as a platinum member. I am
very close to becoming a new Diamond member. If you can help me out with
any MQM miles towards that membership would be greatly appreciated. If
not, then anything you can do would also be greatly appriciated.
Once again I appreciate your help and understanding.
Palazzo Resort Hotel Casino
3255 Las Vegas Blvd South
Las Vegas, NV 89109
Check-In: Saturday, September 26, 2009-03:00 PM
Check-Out: Monday, September 28, 2009-11:00 AM
om Subtotal: $300.00 (USD)
Taxes and Fees: $48.70 (USD)
Total Room Cost: $348.70 (USD)
McCarran Intl. Airport, LAS
Las Vegas, Nevada
Sat, Sep 26, 2009 at 8:00PM
Mon, Sep 28, 2009 at 8:00PM
Car daily rate: - Hotwire Hot Rate $16.95
Rental days: 2
Tax recovery charges and fees: $22.03
Total price: $55.93
HotDollars and gift cards**: -$0.00
Total charges to your credit card $55.93
On Thursday, October 22, 2009, at 07:31AM, "Customer Care Exchange"
RE: Case Number 8257328
Thank you for your prompt reply. I regret that I did not receive the receipts as I believe something on our side is blocking me. Can you proved the dollar amount that you had to spend for your
rental car and the hotel?
I apologize for the delay and the technical challenges we are encountering. I look forward to reviewing your concerns. Thank you for choosing Delta.
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines
Northwest Airlines is now part of Delta Air Lines
Original Message Follows:
here you go again, I resent the receipt's
Please refer to Case Number 8257328
Thank you Ms Rutherford for your response. You have restored my faith in that Delta is not just a big faceless company, but a company that cares about their customers.
I will send you the 2 receipts you asked for, although my letter wasn't intended to get reimbursed for the money I lost. My initial intention was to bring to your attention problems I have had in service and to alert you of how one of your supervisors was treating not only me, but other customers as well. I don't know how Delta investigates these types of situations, but in my opinion Mr Duncan from the JFK terminal really needs to be reprimanded. I do have one request if it is in your power. I really enjoy the amenities that comes with being a platinum member in the sky miles program. I am going into my second year as a platinum member. I am very close to becoming a new Diamond member. If you can help me out with any
MQM miles, it would be greatly appreciated.
Once again I appreciate your help and understanding.
On Wednesday, October 14, 2009, at 07:58AM, "Customer Care Exchange"
RE: Case Number 8257328
Thank you for writing about your recent flight experiences. On behalf of Delta Air Lines, we sincerely apologize for the numerous service failures you experienced on these trips. I am truly sorry for the incidents you described and would appreciate the opportunity to further review your concerns. In order to fully assess this matter, I will need the following information.
Mr. King, as an esteemed SkyMiles Platinum Medallion member, you
are an integral part of our customer base and we are always interested in your feedback. Thank you for taking the time to write. We deeply value your business.
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines
Northwest Airlines is now part of Delta Air Lines
Original Message Follows:
To whom it may concern:
I am a long time frequent flier with Delta. platinum medallion
Recently I have had two experiences on Delta to make me question
why I would still want to patronize this airline. I have had very satisfying service from Delta in the past, so I am writing this letter first to see if this will fall on deaf ears and second to see how customer service handles these complaints.
On 9/19 I was on a flight from Greensboro NC to Los Angeles LAX with a layover in Atlanta. Upon arrival to the Greensboro airport I find out that the outgoing flight is 40 minutes delayed. I asked at the counter why is the flight delayed. The lady tells me the flight is delayed because the crew is late. Nothing mechanical or nothing weather related. The plane is delayed because the crew is late. I then ask her about my connection. She tells me, don't worry, you will have plenty of time and they know you are coming. The Greensboro flight finally takes off. We land in ATL 25 minutes before my connection flight takes off. I run to the gate and get there 15 minutes before the flight is supposed to take off. The gate is empty and the doors are closed and no agent is in site. I look out the window and see the plane still there with its door still open. I stand there for 10 minutes and watch the plane leave 5 minutes early. Finally I go to the help desk and find out that the plane has left early and they have re booked me on a flight that leaves in 6 hours. After arguing with the lady on the phone she books me on the next flight out. Now I was originally in business class and she now books me in coach in a middle seat. When I realize this I then go to a red coat supervisor and explain to him my situation, he says he can't confirm me in business but he will put me at the top of the upgrade list with special priority, there are 4 seats so you will make it. I wait at the gate 15 minutes before the flight leaves I ask the agent and she tells me all the business seats are gone. I go back to a red coat and he pulls me to another gate to try to fix it. By the time he figures out he can't do anything the flight is now closed, so I miss that flight. He says he can't confirm a business seat until a late evening flight. I just walk away from him with no flight now. I end up calling the medallion desk who was not only able to book me on the next flight out but was able to confirm a business class seat.
Now my concerns with this whole ordeal is that
My flight was delayed because the crew was late, nothing mechanical and nothing weather related
If they knew they had passengers connecting to this flight that landed 25 minutes before the flight takes off why would they depart early
Why were there no agents at the gate, and I did find out there was only 1 agent loading a 767
Why did I have to talk to 4 people to finally get booked on a flight
I had a flight booked on 9/26 from New York JFK to Las Vegas. Now I
repeatedly tried to check in online for this flight but could not. I was told by customer service that since I was upgraded I would have to check in at the airport. That has never happened to me before, but fine, I will check in at the airport. I arrive 1 hour before my flight. I walk in and ask the greeter where to check in, she directs me to the first class line. I am second in line. There is one agent working first class check in. 5 minutes pass, 10 minutes pass, 15 minutes pass and the line has not moved. I get out of line and walk up to the red coat supervisor whose last name is Duncan. I tell him, sir, I've been standing in line for 15-20 mins, my flight leaves in 40 minutes and the line has not moved. I'm going to miss my flight if someone doesn't help me. Can we get some help at the first class line. I couldn't believe what was said to me next. This man tells me that he doesn't like my attitude and have I ever heard that you get more with honey than you do with vinegar, and that he wasn't going to help me. I follow him back to his counter asking him to help me and he ignores me. This is supposed to be a supervisor. After standing in front of him he finally looks at my ticket and say you are to late, you just have to fly tomorrow, I say I can't fly tomorrow, I have an event I have to be at tonight, can you re book me even if I have to connect. He says no, I have to get back in line. I couldn't believe what I was hearing. Now I fly Delta a lot and I have never heard anything like this before. He then just walks away. I go back to the greeter and ask for a supervisor.
Come to find out there is no other supervisor on duty. While I am explaining to the greeter what happened, another agent named Cynthia Pinto overhears what I am saying and pulls me to her counter and tried to help me, by this time its now 15 minutes before the flight leaves. She calls the gate and asks if I can gate check my bag, they say no, its to late. My first thought was why didn't the supervisor do that form the beginning. She then tried to rebook me on another flight, she finds a flight, but needs a supervisor to approve it. No supervisor is around, I end up missing the window for that flight. So now there are no more flights to Vegas.
I demand to see a supervisor above this red coat on duty. After waiting 20 minutes with the agent, she finally locates the head supervisor, a Mr Mohammed. Come to find out he is busy trying to check in people for another flight. I have to wait 20-30 more minutes until he is free.
I explain to him what happened, he offers me to book me for the
next day and a hotel to stay in, I just ask him to put me on a flight to Los Angeles. He books me on a flight to LA with a connection the next day to Las Vegas.
I end up in LA missing the last flight to Vegas and still having to pay for my hotel and rent a car because it was to late to cancel my travel arrangements.
How is a red coat supervisor able to speak to the customers disrespectfully and anyway he feels like
Why is a counter agent trying harder than a supervisor to satisfy a frequent flier customer
Why is there only 1 supervisor on duty at one of the biggest airports (JFK) in the country and it takes over an hour to get the head supervisor
It would be greatly appreciated to get some response to these matters.
I sent this following letter to Delta by mail and eamils. I was thinking they would at least allow me to have my 10.00 back
I snet this lettter to Delat when I figured out that emails weren't getting it done. All they would do is thank me and say hope I had a good trip. Even after this letter I never heard a thing form them
To whom it may concernI wanted to share my experience with Delta Airlines with you.
It started in April when I bought tickets for my husband, daughter, granddaughter and myself to travel from Portland, Oregon to Norfolk Va. We were leaving on July 28 to attend my sons wedding. He is stationed in Virginia. On July 1st just before 10 am I received a phone call. It was a mom's nightmare. My son was just in a motorcycle accident. I was told I needed to meet them at the hospital. I said I can't I live in Washington state. Most of the day is just a blur. The following day I spent on the phone with the trauma center. I had doctors calling me needing my OK to do surgery. I really should say surgeries. I received a lot of phone calls telling me all these things wrong. It just kept coming and coming. Broke jaw, cheek bones, orbits, thumb, leg, wrist, 3 bones in his foot, he can't breathe, they have to do a Tracheotomy. They couldn't find a vein so they needed a central line and it goes on and on. Call after call.
So I call Delta. I have 3 airline tickets already so I will just change the dates. I get told that I could change the dates BUT it would cost me about 1200.00 to change them. You have to be joking. Yes I had explained what was going on. $130.00 per ticket just to change a date?? I understand the airlines have been struggling but come on. OK well I don't have 1200.00 to change these tickets so I hang up. OK I can talk to the Red Cross. They help active duty military. Oh wait I'm not my son is. But they tell me if I can figure something out let them know so they can help the next family. I leave there just not knowing what to do. OK I will go back to the airline. This time I will just cross the river to Oregon and go talk to a Delta Rep. I get there and stand in line. I wait my turn. I ask if there is a supervisor that may be I could speak with. The lady at the counter was super nice. I did need to explain what I needed. It's pretty hard having to hear my self say all these things wrong with my son over & over. She told me to hang on and walk around the corner to a door. I stepped aside so other people could go. She came out from the door and said "She is on a conference call and would be right with me. 5 minutes go by and the lady goes back in & out and tells me again but says she will be out any minute. So I wait a while longer. What seemed to be for ever was only about another 5 minutes the lady at the counter comes in, comes back out and says she is on a call and it was going to be a very long time before the supervisor could come out and talk with me. So my 15-20 minute trip was for ???As I was leaving the lady at the counter called to me and asked me if I called customer care. I told her that was who told me it would cost me the extra money to change the tickets. She said no, not customer service but customer care. OK I didn't know there is a difference. But I took the number anyway. After I returned home I tossed the number on the desk. Maybe a hour later I saw the number again and figured OK I will try it. Maybe the next person can be more help and maybe help me figure out what I could do.
Now I know I could have just gotten new tickets but I already had 3 I just needed to change the dates, as there was going to be no wedding. When I called I was very surprised to find that the lady on the other end was willing to help me. She changed the dates for all 3 of us. I was going to be able to get to my son.
We weren't able to sit together and that's OK I understand we changed tickets. Even coming home we weren't able to be together. There was a man at the Norfolk Airport on our return that was very nice. He was even asking if there was anyone that wanted to catch another flight because you were over booked. I told him that we would stay behind if he could get us on our joining flight. He asked us to wait and he would check. Well we did and it was the last minute when he said he couldn't get us to Atlanta in time. So because we waited so long to check in we weren't able to sit together.
But then we were doing what we should and we checked in on-line. We checked our bags in and then we get charged 40 for 2 bags and there was 3 of us plus the baby. We only had 2 carry-ons if you don't count the baby. But anyway it just seems like the system should have just put a bag on each one of us not 2 on 1 and nothing on the other 2.
I haven't been on a plane in years. It was about 30 for my husband and 22 for my daughter. She was very little the first time. Oh and by the way, when my son came home on leave in Dec he was held at the airport because an employee that was not helping at all. The result was my son missed his flight. We called and filed a complaint in for that one, but were told it was internal and we would not hear anything about it. But, that is a different story. People shouldn't have to go through this. It doesn't matter if its vacation or not. My family was going through so much at this time. My husband was so upset in Norfolk that I had to keep him calm so we wouldn't get held back. I remember what happened to Michael when he got upset..So once I figured out about the baggage I called Delta because the charge was still pending. I did the email thing. It took days for a reply. I replied back only to receive the same email asking for a check number. I explained that since it took a week to hear something back I figured I was just out of luck. I sent another reply only to get another email wanting this number. Oh also telling me:
I hope I have been able to resolve any concerns you have about our service. Your business is important to us and given the opportunity of serving you in the future, I am confident Delta will not only meet but exceed your expectations. Once again I sent an email explaining a little more about what had happened. About 4 days later another email comes and once again they want a number that I have told them several times I don't have. Guess what another email. They changed my name on it. They ask me for a number that I have already told them by now at least 5 times I didn't have. And at the end of this one I am told: We appreciate the opportunity to review your concerns and hope your trip is pleasant in every respect. It wasn't pleasant. It was a nightmare. The phone service was bad, most of the flight attendants can't seem to smile, and sending comments and or concerns in form of emails is terrible, not to mention the flights are all overbooked causing problems for travelers.
Now I am sorry I guess I just needed to vent. We want to get back to Virginia soon to be with our kid. He is still in the hospital. It's been 41 days. I just don't know if Delta would be on the top of my airlines to use.
I Have been the Delta preferred member from past 10 Years. I remember the time 9 years ago when you were greeted by very friendly Delta agent to the agents now who would not even say hello to you, just nod their head after you greet them. My recent experience with Delta has been a nightmare. My parents were flying to India from Atlanta airport On July 27, 2009 Flight
DL 0184 at 8:05pm. The reason they choose this flight because they are over 63 and did not wanted any connecting flights. They wanted straight flight to India.
By the way they always love to fly by Air India. I advice them to take Delta this time and not only that I also enrolled them in the so called sky mile program.( I am the Platinum member and so is my husband. well that does not mean anything to this Delta people anyway).
So we arrived at the airport at 5:30pm and were standing in the line at the check in counter from 5:50pm. My parents were finally able to check in at 7:23pm. Agent name Michael D was checking them in. They had four bags and were taking additional bag with them. Michael checked their four bag in and advice us it would be $200.00 for additional bag. My dad took out $200.00 for the additional bag to give to Michael. At that moment (7:33pm) Michael informs us my parents are going to miss their flight since it was too late. Passengers have already started boarding and there is no way for them to get into this flight. He told has very rudely we should have got to the airport 2hrs prior to our flight. Well we were standing in line right in front of them from 5:50pm, flight was for 8:05pm so technically we were 2 hrs prior to our flight time.
We told Michael we were two hours prior to our flight time and standing in the line from 5:50pm so how is it or fault for missing the flight. Michael kept arguing with us that we should have been on time at the Airport which is 2hrs prior to our flight time. When we argued and asked to see the camera to check since when we were standing in line on time another over smart agent informs us we should have been 4 to 5 hrs prior to our flight time. I demanded to show me where it says on website or anywhere else that passenger is supposed to be 4 to 5hrs early prior to their flight time, he walked away. Meanwhile Micheal kept telling us that were going to miss this flight They have closed all the door etc etc. I asked Michael to reschedule them for another flight which he refused too since that was the last flight.
OK I understand that part so I asked him for next day and he said you have to buy another ticket. That made us very very angry. I asked him if Delta would pay for their flight since it was not our fault for missing the flight he said no. He kept on saying we should have been on the time at the airport. I got very mad and asked him what part he did not understand. I asked him to check his security camera and he said no. OK My husband asked to speak to the supervisor and he called for one. It was getting late so I was frantically looking for Delta office or somebody to talk to. We asked to see if they would stop the plane since it was one stop destination. While trying to find Delta office or booth I saw a lady wearing Delta T Shirt so I explained her my situation and asked to see manager. She replies " Well they called one for you. He should be here any minute. He is wearing red blazer so if you see one get him, she further said "I do not know which one I should call" and walked away.
I sported a guy in Red Blazer and told him he needs to hurry otherwise we will miss the flight. He took his own sweet time to get to our counter and when he did he was worse than Michael. Mr. Jose D is the worst supervisor ever. First thing he says" You people do not get here on time and than you miss flight, so what can I do". We all screamed at him that we were on time check your camera. He still was being very rude and got my parents the seats number. He told us " You did not even had seat number be glad I got you now. Since you have done this through travel agent its not our responsibility". I could not believe my ears. Instead of apologizing he thought he did us a favor. Micheal had already checked our bags in so we had to get this flight otherwise we would loose our luggage.
My dad asked supervisor to let his extra bag go and was willing to pay $200.00 for additional bag. He refused saying "All the doors are closed". My dad kept requesting him that " Please Mr. Jose how can I leave my belonging here. Here is money for additional bag let us go".Mr. Jose replied" It is not my problem you are travelling with excess luggage. You can give your daughter you bag to take back with her and stop talking and catch your plane otherwise you are going to miss it". My dad again pleaded" Mr. Jose I am not sure what I have in that bag please here is $200.00 and let us check the bag in". Mr Jose replies" Well you should know what you have in that bag since its your belonging and you packed it". My dad argued he had 5 bags between him and my mom and has spread out everything so how can he tell what is in what bag. Jose the Idiot Supervisor with very poor communication skills kept on telling us you are going to miss the flight if you keep arguing with me over the bag. He further reminded us next time we are supposed to be on time.
It was 7:50pm by then. Since my parents Four bags were already in the plane they had to catch that flight. I am not kidding we all ran to catch the flight as if we our running for Olympics. Please bear in mind My parents are 63 and 66 and they had to run to clear security and catch train to get to their plane. My mother with bad knee almost had a panic attack.
I went to check with the Delta people to see if my parents were able to catch flight or not guess what. When I reached the counter Mr. Jose was telling other passengers about us. He was telling them how irresponsible we were etc etc. Seeing me he stopped and looked at me, I asked him if my parents were able to make it and he said well they had plenty of time they should. I asked him to asked the computer to see if they did for sure Mr. Jose Hesistate for a Minute than as if doing me a favour asked me last name and informed me that they already did 3o mints ago. I told him that s not the right person so he asked my dad's first name and complained for having same last name like the other passengers. Another Delta agent standing next to him explained him that Desai's are like Smiths very common last name. He did "huh" and than said in a very rude tone" ya they did".
I am extremely disappointed with this airline. Every year the service is getting wost from bad. Being Platinum member this is very very disappointing and sad. I am never ever going to fly with delta. My family travel through Delta twice a year. Delta has lost all our family business. No wonder this airline is not doing well. Why don't the agent understand customers are the reason why they are getting their pay check. All Mr. Jose should have done was try to help us rather than fighting us and showing their powers.
There are very good unemployed people. Delta should get rid off people like Jose and Michael who are ruining their name and reputation and hire Some good people who wants to work and not just collect their pay check.
I called this evening at around 5:00pm and was greeted by Mr. Eric Bastian who truly was walking example to great customer service. He apologize to me for my inconvenience and offered me $100.00 voucher or 5000 points.
I refused on both but I do appreciate him taking time to listen to my concerns and address that to his supervisor. People like Mr. Eric Bastian should be awarded for their professionalism and excellent customer service.
He was very patient and very professional. Reminded me of great Delta experiences decade ago. Its people like Mr. Eric who leaves up to that standards and People like Michael D and Jose G who has ruined Delta reputation. They should be fired.
ORANGE COUNTY AIRPORT, CALIFORNIA -- I wondered how long it would take delta to ruin what was, arguably, the country's best airline. Unfortunately, it took much less time then I had anticipated when I booked what will be my last flight on delta/Northwest.
I booked a flight on NWA.com for myself, my wife, and my sister-in-law from Oregon, Wisconsin to John Wayne airport in California. We were scheduled to depart Oregon on February 26, 2009. Unfortunately, mother nature had other plans so we were rescheduled on the same flights on the 27th. Lucky for us, I was able to deal with Northwest people and everything was taken care of with a simple phone call. It was the level of service I had grown accustomed to from Northwest over the past ten years.
Contrast that with the "frig you" attitude I experienced from the delta bunch of ignorant, non-professional, idiots in Orange County when we tried to return on March 3, 2009. It is difficult to express in words how horrific that experience was for me and others. I'll start with my arrival at the airport. We drove by the terminal the first time and, we thought, had missed the Northwest sign. On the second pass, my brother-in-law said that the sign must have fallen down but he had traveled on Northwest from Orange County many times so he dropped us off at the south end of the terminal.
I dragged our checked baggage into the terminal and still was not able to find the Northwest counter. I asked a TSA person and was told that I had to go to the north end of the terminal and check my baggage at delta. So I lugged the baggage down to the delta area. When I got there I found three lines, none with any markings. I asked a person in line 1 what it was. He informed me it was for delta frequent fliers. He said if I was checked in I could get in the line next to him and use the kiosk to check my bags. Now by this time the line had gotten longer so I slepped the bags out to the curb and got in line for curbside baggage check (as suggested on my online check in). I worked my way to the front of the line only to be told that since I was a "Northwest person", I could not use curbside baggage check!
Just an aside. There NO SIGNS anywhere providing any information (more on this later).
By this time I had been at the airport for 45-minutes and had accomplished absolutely nothing. Hauled the bags back inside and, seeing it was very likely I would miss my flight, I sent my wife and her sister ahead and told them not to worry about me if I did not get on the plane. So I am back in the line and one of the delta baggage witches asks if anyone is on the 6:45 to Atlanta. Several people raised their hands and they were brought to the front of the line. When I asked about the 6:45 to Minnie, I was told they had to take care of the Atlanta (translate "delta") flight first.
I finally get up to a kiosk and after several attempts I ask the delta service witch for assistance. She tells me I am too late to check my bags and proceeded to "explain" to me I needed to be at the airport in time to check my bags. I told her I was there on time but there are not any signs outside telling me where to go to check my bags. She then told the first of many lies that I would hear from various delta folk in the course of the morning. She said the airport would not allow them to install a sign. (I just got off the phone with the airport administration office and was told they were not aware there was not a sign and they would under no circumstances forbid an airline from posting a sign).
The next step in the folly was when a delta warlock came over and told me I was in the wrong line as the Northwest system does not talk to the delta system and only one kiosk (the one in the last of the three lines) was where I had to go to check my bags. So once again I move to yet my fourth line and wait my turn. I make it to "next in line" and a little oriental delta witch appears and says she "knows a secret way" to make the delta kiosk work so she grabs my boarding pass and runs off. While this is going on, three other people use the kiosk I could have been using, to check their bags. At that point the little witch returns and "so sorry, I can't get it".
At that time I told them they could keep the damn bags I was going to try to catch my flight. After clearing security I did an OJ, running to my gate, shoes and jacket in hand. As I approached the gate, I saw the plane was still at the gate and the door to the jet way was open. I handed my boarding pass the delta gate witch and she said "The flight is closed." By now three of my fellow passengers were at the gate as well. Despite our pleadings, she refused to even call the plane. Incidentally, the plane remained at the gate for another 11 minutes (I timed it).
I then asked about getting rebooked. After another fifteen minutes the CS witch got me rebooked on the 3:50PM flight arriving in Oregon at midnight. When I asked her if that was the best she could do, she replied (here comes another lie) "Yes. I'm sorry I even checked all of the other airlines." So I went, put on my shoes and got a cup of coffee. Then I thought, why should I believe that witch? I am a Northwest person and she is a delta witch who could not care less about a Northwest flier.
So as I walked back towards my original gate (gate 3) I noticed that United had a flight to O'Hare just starting to board at gate 5. I asked the United Angel if there was room on the flight and could I make any connections to Oregon. She checked and said yes there were seats and she could get me on a flight to Oregon arriving in Oregon at 4PM. I had to go back to the delta witch to get my ticket and she presented yet another lie when she said that flight did not come up on her earlier search. She was SO surprised when she found it this time. She issued the tickets and I was off in the Friendly Skies.
I arrived in Oregon on time and then set about getting a handle on my baggage. A wonderful Northwest baggage agent in Oregon took care of everything in a professional and cheerful manner. It is a shame that people like her are going to all be replaced by the brown booted, uncaring delta androids.
I want to thank Northwest for hundreds of thousands of miles of professional, courteous, and above and beyond service. It is sad to know I have flown my last flight on my favorite airline. My future travel will be on United, American, Midwest, or Southwest. I will NEVER, EVER set foot in a plane operated by the androids. In fact, I will use every means I can find; the internet, blogs, letters to editors, and networking to do my part to warn people of the hideous service (or lack of service) they can expect from the androids at delta.
ATLANTA, GEORGIA -- Here is the letter I sent to Delta Airlines...good luck getting someone to respond if something similar happens to you.
PLEASE READ BEFORE TAKING YOUR NEXT DELTA FLIGHT 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: PIP5ZE). 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?