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Lack of seats available for Frequent Flyer milers
Posted by N64135 on 04/22/2006
HAWAII -- I want to share two letters that I wrote to the CEO of Delta Airlines. The first is dated March 7, 2006:

"I have been a loyal patron of Delta Airlines for many years. And, for many years I have either paid full fare or upgraded, when told it was available, into business or first class. I say this to indicate that I have no objection to paying the premium necessary for the extra comfort afforded by the higher class. At the same time, I do expect to be treated fairly when I inquire, from a Delta Skymiles agent, as to availability of upgradeable seats. The purpose of this letter is to bring a situation where it is apparent that such treatment was not forthcoming.

"Here are the facts. In January [2006] I called Delta Skymiles to arrange for reservation to attend a conference in Greece in July. At that time, my Skymiles account had over 100,000 unused miles. My request was for either a business class ticket using my miles or an upgradeable fare, which would be upgraded using my miles. I was told that no such seats were available and that if I wanted to travel business class I would have to pay full fare. Believing that to be the case, I went on-line and booked a ticket (for $4500.) on January 17th. Because of my fondness and loyalty to Delta I did not elect to book the ticket on a competing carrier.

"Just recently, I discovered that a colleague of mine....was able to just two or three weeks ago to book and upgrade to attend the same conference. This is very disturbing and I dislike, as a loyal customer of Delta, to that seats suddenly, several months later, become available when I was told in January that such was not the case. It almost makes me wonder if my loyalty to Delta is not reciprocated by the airline. I hope this is not the case.

"I hope you will take this letter seriously. I have flown Delta for close to four decades and maintained my positive feelings through the airline's good and non-so-good times. I sincerely want those feelings to remain as they are, but such treatment as outlined above does make me wonder."

The next letter, dated April 21st, tells what happened next.

"Close to two months ago I wrote the letter referenced above. I will not rehearse the complaint in the letter except to say that I was very disappointed in the response. Several weeks later at 6 AM I received a call from some lady in your Customer Relations Department. Aside from the fact that she [could not seem to grasp time zone differences] I was appalled that all she could do was to read me the regulations after she admitted that didn't have a copy of the letter in front of her. So, first I had to repeat the details of the letter before we could move on. Her call was a waste of my time as well as hers. I was fully aware of the regulations (I can read, thank you). My point which I tried to make to her was that merely reading the regulations was no way to build customer loyalty particularly in a highly competitive industry. It is rude and disrespectful to the customer. I tried very hard to get her to understand that surely it would not be a difficult thing to put customer who a)have asked for an upgradable ticket and b) paid the higher fare when such seat was not available on a waiting list for when such a seat becomes available. These customers should have their needs meet before others who book later. After all, you do this when putting people on a standby list and it is a matter of first come, first served. She seemed oblivious to my point. There is no reason that people wanting to use their frequent flyer miles to have to depend on an accident of timing.

"I am a social/industrial psychologist and one thing I know is how to treat customers when you want repeat business. The way this comment was handled would not have passed mustere even among the most naive business student. Delta Airlines can do better."

I don't expect much of an answer--but thought I would share it with those of you who have had similar experiences.

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Posted by viperpa33s on 2006-04-22:
The airlines are in serious trouble financially. This is due to of course from 9/11 and other economic factors. I had read awhile back that the airlines want to get away from frequent flier miles due the fact that it is costing them money. Not saying that is your case in this situation but it seems it is leaning towards it.
Posted by Anonymous on 2006-04-22:

I feel your disappointment in Delta and I have had the same type of experience with thy frequent flyer miles and to this day I can’t seem to get a flight where I can use them. I had this experience with Singapore air as well for over a year flying back and forth to Asia and in the end they sent me a letter to say they finally realized I did not live in Korea. So my miles would be good now BUT from that time on not the year’s worth I had accrued. I give up on frequent flyer miles.
Posted by N64135 on 2006-04-22:
Your're probably correct. Airlines would,if they could, drop their frequent flyer programs. The pencil pushers don't seem to realize that handling the programs correctly (in a way that even a first year MBA student would know) would result in increased customer loyalty and booked flights particularly among the business flyers from whom the airline derives much more profit. I really don't think 9/11 had much to do with it. The airlines' drive to the bottom in customer satisfaction began long before--about the time of deregulation in the Carter administration.
Posted by DebtorBasher on 2006-04-23:
Cashing in on your milage comes with alot of conditions. At the time you tried to make your reservation there may not have been any available seats, but there may have been some cancellations by the time your co-worker booked for theirs. Did you request to be on a call list for cancellations?
Posted by Timboss on 2006-04-24:
So many frequent fliers are using their miles that the number of seats is becoming extremely limited. I've been told plan 8-12 months in advance.
Posted by rhondam718732 on 2006-04-24:
I completely undserstand the complaint and I agree that it seems unfair. BUT, let's get real; as other posters said - the sirlines are in trouble and I doubt they have time to develop systems for wait listed Del;ata premium passengers. And as far as paying $4500 for a ticket - well that's certainly your call, but my opinion is that unless you are travelling around the world, isn't that a RIDICULOUS amt of $ to pay?? If you can afford that why not just pay for first class. Anyway, many people are struggling with affording $200 airfares to see family and your complaint - while it has merit - just makes me want to say "Boo - flippin'-whoooo"
Posted by N64135 on 2006-04-25:
Thanks for all your comments, even those that were rather wide of the mark. As far as being on a "call list" I was told that no such list exists and it would make the idea of non-refundable tickets moot. My point was that they should maintain such a list, even to putting a check box on the web reservations forms. As for the cost of the ticket, that was the least expensive business class ticket I could find. It was on their webpage and at least $2,000.00 cheaper than a ticket quoted over the phone from a Delta agent.

Now, I know we spend a lot of time complaining on these webforms, but when we have a positive experience we should note it; after all, fair is fair. If any of your Delta Frequent Flyers have a problem with a reservation and are fortunate enough to reach a Ms. Dolores Vilchez, count yourself lucky. I just spent a couple of hours on the phone with her straigtening out a problem caused by Delta's reservations computers. She was patient and accomodating even to point getting a supervisor to override the computer to give me connections that would not give me cardiac arrest rushing from one gate to another at JFK. If she keeps this up, she'll probably get fired to being too good to customers...
Posted by NAGY on 2006-07-23:
Alas! When you are using your miles/points with an airline for upgrades, their rules change hourly. They are trying to stay alive with the most bizarre biz procedures ever dreamed up. I've flown up front with a major airline for 15 years on upgrades, but you need to understand that the available seats for upgrades are released without any kind of organization; what is unavailable right now could pop up at midnight, or 3 months from now. If you don't like what the res agent is telling you, call back in a couple of days, a couple of weeks, a month or two. You'll eventually get what you want but it requires patience. A coach price for a seat up front is definitely worth it. If you absolutely have to be somewhere at a certain time, buy a coach ticket to ensure you'll get there and change/cancel it when you find a deal you like. The fee is small for a seat up front.
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Employee Theft
Posted by Kvesp23 on 02/15/2005
ATLANTA, GEORGIA -- Our connecting flight was missed due to an earlier flight delay. We were then directed to the wrong gate by a Delta employee. In all of the confusion, I had the harrowing experience of leaving my purse at a gate where we inquired about our reticked flights and immediately returned for it, but was told by the agent that no purse had been found. I was frantic and a Continental gate agent offered to call security for me. The agent said not to worry that my purse had been found and was in safe keeping. I could retrieve it at lost and found. I rushed to the baggage area only to be told that lost and found was closed. I returned home hopeful, but apprehensive. Two days later Delta called and said they had my purse and it would be sent to me by FedEx. The purse was returned and to my chagrin was ransacked. A credit card, $500 in travelers checks, $75 in cash, and $100 restaurant gift cards were taken. I immediately emailed customer care, but it has been over two weeks and I haven't had a reply. Delta has added to the problem by not requiring accountability of their employees. The protocol of handling lost items shouldn't be a license to steal by Delta employees.
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Posted by halibut03 on 2005-03-20:
Do you know the definition of dumb? Look it up because you fit that catagory. Having worked in the airline industry for many years, we grew tired of people trying to blame an airline for their own ignorance. Keep your purse with you!!! Did it also have your life saving medication in it, or did you check that in a suitcase? Delta is not responsible for someone who does not have the brains to hold onto her purse. You could have left it in the womans room and decided to blame an airline for your stupidity to see if you could get some money back. Your kind is a dime a dozen out there.
Posted by PinkElephant on 2005-03-21:
Please take into consideration that your purse may have went through many hands and while it may have been the Delta agent, it may not have been, too. I am so sorry this happened to you, over the years I've found wallets and feel funny even looking inside, and have never taken a thing...
Posted by Spikey on 2005-03-26:
It is difficult for me to understand how you can blame your airline for your carelessness in losing your purse. Did you ever think that whoever 'found' your purse lightened the load before turning it in? Most probably NOT the airline personnel.
Posted by stop complaining on 2005-08-09:
How do you know it was Delta who stole your things, maybe it was security or the person who brought it to lost and found? Do you have proof?
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How Delta's domestic flight had bags into RUSSIA!
Posted by Respect! on 07/20/2004
LOS ANGELES, CALIFORNIA -- How Delta's domestic flight
passenger's personal itmes/data
Ended up in...

On Friday, July 16-04 As the flight from LAX to JFK seemed to be overbooked, the attendant at the gate has requested passenger to leave the 'personal' bags [one bag had contained: cell phone, address books, laptop computer, keys to apartment -- the intended place to stay, the other bag was a garment bag with suites, ties, shirts etc.] at the gate and gave the tag numbers for it, when the passenger asked the attendants were to leave it, the reply was: 'Just leave it "there" at the entrance of the plane.'
Where should I retrieve it?
Together with all baggage at the arriving carrousel.

At arrival, the 2 pieces were missing, a file was opened, and this is the "story."

Your bags in Russia!!!

Saturday, July 17, 9:50, to 10:10 PM attempts to Call to Delta's baggage main number: 1-800-325-8224, gave a busy signal, when finally answered, a recording voice said... "Please hold...you'll not be disconnected" ... well, sure enough, it WAS disconnected, another 3 attempts and finally a human voice replied:

She [Indian/Pakistani accent]:
'You flight from "Russia"...'
Passenger: "what"?
Delta's She:
'It was discovered on Aeroflot's flight, and it was supposed to arrive Saturday at 6:00 PM in JFK..'
'How, Why, What?'


Delta's she:
--Silence -- Silence--- ... 2 minutes silent, she hung up.

Passenger tries again, busy signal, after 12 minutes trying, another costumer service (this one too from India, Delta's Cheap Service-company indeed). This one was a male voice, at least more polite than the first one.
'Your baggage was somehow on the Russian airline Aeroflot ... it was "supposed" to arrive in JFK earlier this evening but it has not been screened...'


'Are you telling me that my personal stuff was handled in Russia?'

Delta's He:
I have no idea why, it "happens."

'It happens? Did it ever happen, such a switch from domestic to international?
And Why "Russia"?
I was never in Russia, nor did Delta have any "Russian" association around this flight.'
'And what now?'

Delta's He:
'JFK is not responding to me at this hour, The only thing I could suggest to you is to call tomorrow morning at 6:00 AM.'

Sunday, July 18, 6:00 AM
Passenger calls the above number.

Delta's He:
'Please try again at 6:30...'
Could you give me JFK's Delta-Baggage direct phone number?

A Call at JFK's Delta-Baggage 6:30 AM (718-632-5664)

Delta's She:
'It has been found, Do you want this to be delivered to the address you wrote at the file?'
'Yes, please, and no phone calls needed, this place will be open the entire day.'
'What time am I expecting it?'

Delta's She:
'Within 6-8 hours from 9:30 AM and on...'

(Sunday-July-18) 4 PM
Passenger calls:
'Do you have any idea if the delivery people have the correct address? Is it on the way?'

'Reimbursed for what?'

Delta's She (718-632-5664):
'What? It didn't arrive yet?'
'No, and I already lost a lot because of the missing bags, BTW How do I get reimbursed?
Delta's She:
'Reimbursed for what?'

'Let me give you their direct phone number 718-...

Passenger calls up the delivery service, a rude (African American accent) female replies:

'Sir, we called there was no answer, you should have picked up the (call waiting) beep...'

'I've told Delta explicitly to deliver it directly WITHOUT any "phone-calls" needed. And what "beep"? this line-number I gave does NOT have a beep/call waiting!!!'

At around 4:30 PM, the Passenger calls again the delivery company, a more pleasant male voice replies, and "promises" to deliver it between 10:00 PM till midnight.'

"Catch 22" & Record-not!

Passenger calls Delta (718-632-5664), to update on the "delay" ... and asks if can be any record by email or a printout of this case -- specifically "why it ended up in Russia" -- can be provided,
Delta's she:
No, the only ones that can give you a record are the ones at the 1-800 #.
Passenger calls the 1-800 #, and the "catch 22" says: go to the JFK's 718 #...

Another day, and the bags are not here!

(Sunday, July 18) 11:55 PM Passenger calls the delivery service, and is now being handled by a different person by the name of John, though polite, he says that; now is too late, so the only option is to wait for tomorrow morning...'

Monday, July 19, 7:00, AM, Passenger calls up the delivery service, the same John says that: 'You'll get a phone call within 10 minutes...'
20 minutes pass by, the passenger calls up, and John apologizes and says he is on it.'

After a few minutes the delivery man calls up and says that because of the traffic (understandable) he'll be "there" in about an hour-and hour and a half.'

After almost 2 hours the passenger calls again, and is told that he's about three blocks away...

After about 20 minutes the bags finally arrived.


Caused by the delay:

1) Aggravation of knowing that it's personal data was handled by foreign hands, and rerouted back to the US immigration's & custom control, when the original flight was a mere domestic one.

2) Not having the keys to the apartment where intended to stay in NY, caused hardship in having to pay extra for room and board.

3) Not having suite/ties/shirts boosted up expenses of having to acquire such.

4) The cell phone being in the bag, caused:
Prevention of data/phone numbers, that includes having to use the 411 information that is also not for free.
Time consuming in accessing data.
Having to use phone cards.


'Reimbursement for what????' -- She asked!

The tags were yellow colored, known by Delta airlines employees NOT to remove it from plane!!!

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Posted by Frqunt_Trvler on 2013-10-31:
My bags were supposed to go from Brussels to Atlanta. They ended up in Aruba. I sure wish Delta had sent me to get them there instead of sending my bags to me.
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Delta Sucks
Posted by Justthefacts on 08/10/2009
Four tickets were purchased from Delta via Priceline, three Weeks before flying to Florida. The seat’s 12 - A B C &D’s were selected. When we arrived at JFK on the afternoon of our trip, and printed our boarding passes, some how our seats got changed to 38 A B C &D! The last ones, all the way in the back. When inquired about the changes in the seating arrangements with the agent @ the gate not only was she(Christina D.) rude, her English needed work, she was trying to explain the reason for the seat reassignment was due to “equipment change” That was her first explanation, 2nd was, an earlier flight was canceled. And there is nothing she can do about it. However, there were others on standby which got better seats than we. After boarding the plane, the flight attendants (FA) were much more civilized, they seemed genuinely concerned when asked how everything was. One FA suggested I speak to the idiot at the gate again and even took the task upon her herself after my second attempt to speak with another Delta representative (Yesir ?? Spelling), resulting in the representative accusing me of wanting to cancel my tickets and not wanting to fly!!, However she was totally rebuffed by jerk at the gate and suggested I write to the main office. The same problem occurred on the return flight from Miami, but the gate attendant was much more helpful and fixed the problem there. In short - I will never fly Delta again.

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Posted by Ben There on 2009-08-10:
No airlines guarantee seat assignments. Prime seats are given to elite frequent flyers, even those on standby.
Posted by Anonymous on 2009-08-10:
Seat selections are requests only. Equipment change means that a different type of aircraft was swapped in. This erases all pre-reserved seat assignments. People need to stop acting like they OWN those seats.
Posted by Anonymous on 2009-08-10:
"No airlines guarantee seat assignments. Prime seats are given to elite frequent flyers, even those on standby."

If it is a ticket purchased off of Priceline, you fall to the bottom of the pack when it comes to seat assignments.
Posted by Anonymous on 2009-08-10:
For the most part a coach seat is a coach seat...Its not like you missed the hot towels and warm nuts in 3A.
Equipment swap says it all.
Posted by Doctor Charlie on 2009-08-10:
You sure wasted a lot of time and energy trying to get "your" seats. What's the big deal - a seat in coach is a seat in coach.
Posted by PepperElf on 2009-08-10:
perhaps it was both equipment change AND cancellation
such as ... an equipment change in another aircraft caused the flight to be canceled.

Why didn't you just ask if you could all sit together?

I'll be honest it sounds like you went up to them angry...

i have a feeling if you had gone up and said, "Ma'am is there any way my family could sit together?" and been very sweet... it might have helped.

I've been on PLENTY of flights where the flight attendants have asked passengers (including me) if I'd mind moving my seat to allow family members to sit together.

Dunno about others, but I personally *always* say yes.
Posted by justthefacts on 2009-08-11:
Guys thank you for your 3 cents, however why do the airlines let you choose the available seats ahead of time?? Sounds like a total waste of time. Or do you all still do it, knowing that you may not get those seats??

Dr. Charlie - “You sure wasted a lot of time and energy trying to get "your" seats. What's the big deal - a seat in coach is a seat in coach.” (Yes, if I was given the option to choose which seats I preferred, I expect that request honored) It’s people like you who are the reason why the big companies and the Govt., takes away your rights. Keep sticking your head in the sand and keep it here. And keep voting for all those shysters and their empty promises!! Good job, keep it up.

Justthefaxx - you and dr. c sounds like twins. You two should exchange recipes. Another govt. tool.

Question for PepperElf, which airlines do you work for and how much are they paying you for this comment? FYI, I always approach such an issue in a civilized manner, personally, I hate arrogance which was what the rep at the gate was all about. If you read my comment carefully, you will notice that the folks at Miami remedied the problem and was 180% more civilized.

And to all you Delta tools. Look at their ratings. I guess, It's must be me.
Posted by Anonymous on 2009-08-11:
Delta has slid way down in the ratings and I've been told by many frequent fliers that it is the last airline they will fly on.

When I have a trip, I check my seating on-line periodically before my trip. It has been changed before due to equipment swaps. There are usually plenty of seats to choose from, so I just pick new ones if I don't like where they have "stuck" me. It's a computer generated system, so it's not like someone is picking seats for everyone.

Posted by Nohandle on 2009-08-11:
Justthefacts, I don't think any member who has responded is a Delta tool nor is Pepper an employee of Delta. Many have flown so frequently they have experienced seat changes from the ones they originally selected so are accustomed to it. I expect it happens with every airline. Why "choose a seat" when booking a flight to discover that seat has been changed upon arrival caused me to wonder in the past. I don't anymore and I'm not a tool.

You stated others on standby were given better seats. Were these passengers who needed four seats together and the entire family was seated in 12 A B C & D? Just curious on that.
Posted by Ben There on 2009-08-11:
Lets say a flight is about to depart and it has two empty seats left - one aisle in the front and a middle seat in the last row. Bob has had a ticket for this very flight for months but has no seat nor is he a frequent flier. John is a standby passenger that is has elite status and was just cleared for one of the empty seats. Even though Bob has been booked in this flight for months and John just got a seat 1 minute ago, John will probably be sitting in front while Bob sits in the middle seat in the back.
Posted by justthefacts on 2009-08-11:
Nohandle - point taken. So in short you accept any seat which you're assigned? I travel all the time with Jetblue and never had this problem with them, and would selected my seats weeks in advance. Regarding the folks who got the #12s I am not sure, but I was traveling with my family of 4, and again I did the booking 3 weeks +. I have no problem giving up my seat to someone else if that person needs to fly in an emergency.
But I will not support an airline which will take my seat and give it to someone who is flying standby (the airline over charges as you know), and when it’s not an emergency or if that person is in their elite bs frequent flyers club.

Look if you let them take advantage of you, they will. If you're pleased with the way things are currently being handled, then say no more.
Posted by Anonymous on 2009-08-11:
justthefacts, (by the way my handle was a altered on because you had yours already.) Anyway, in a perfect world with no overbookings or equipment changes most of the times the "requests" can be honored. Not always.
Posted by Ben There on 2009-08-11:
"I travel all the time with Jetblue and never had this problem with them"... this is probably because Jetblue only has two types of planes... However, if you are booked on a full Jetblue Airbus and they replace it with the Embraer then you probably won't have the seat you originally booked.
Posted by Anonymous on 2009-08-11:
This would never happen with Southwest, but after all they don't even assign seats which is better. First come, first served!
Posted by Nohandle on 2009-08-11:
Justthefacts, my question was if your four seats together were given to another family flying together? I like to ask a few questions before giving my opinion. And I never once stated I would accept any seat which I'm assigned to. Thus far when I requested an aisle seat I was given an aisle seat, although it might be on a different row. I never requested a window seat that I wasn't given a window seat, although it might be a different row. Please don't put words in my mouth.
Posted by justthefacts on 2009-08-11:
Ben There:
FYI - The flight attendant who showed some bit of concern, told me that there was no equipment change it was an MD88, when booked and it was MD88 boarded. Just a reminder, she took it upon herself, to go out and speak with the gate agent, only to be rebuffed.
This doesn’t change the fact that, 100s of passengers have been wronged by Delta and others. It will continue unless stricter standards are implemented.
Posted by Nohandle on 2009-08-11:
Nothing at all to do with the Delta complaint, but justthefaxx how could your handle be altered because he had his already when you joined 5-10-09 and justthefacts joined 8-10-09? I'm just a tad curious on that one.
Posted by justthefacts on 2009-08-11:
Nohandle - To quote you: Why "choose a seat" when booking a flight to discover that seat has been changed upon arrival caused me to wonder in the past. "I don't anymore" and I'm not a tool.

Correct me if I am wrong "so if I "request" seats in row 12, how much does it differ from me "choosing" it during the initial booking process.

It seems requesting an aisle or window seat which you do is so much more different from my method and one which is available to all during the online booking process.

You're contradicting yourself. Don't make it worse.
Posted by Ben There on 2009-08-11:
If it was an MD88, then 12ABC are definately only pre-reserved for elites. You can attempt to select them at time of booking but you won't actually get them unless you have status. This is the same at most airlines.
Posted by Nohandle on 2009-08-11:
I'm agreeing with you on why bother with selecting a seat in advance and am not contradicting myself. I also am not making matters worse for myself so I don't know where that one came from. Why on earth could I make matters worse for myself? I wasn't there and simply was asking a question.
Posted by justthefacts on 2009-08-11:
And you know this because A. you're a seasoned traveler, B. because you have experienced this also or C. You just know these things. You seemed quite certain re: If it was an MD88, then 12ABC are "definately" only pre-reserved for elites.

Definitely only pre-reserved - The late George Carlin (God Rest his soul) would have had, a field day with your jargon "pre-reserved" what does pre-reserved mean, my guess would be the same as reserved!!!!

Ben There (08/11/2009) Reward this user for helpful advice Rate user > Select a ratingInappropriate Content/User HarassmentReport Spam
If it was an MD88, then 12ABC are definately only pre-reserved for elites. You can attempt to select them at time of booking but you won't actually get them unless you have status. This is the same at most airlines.
Posted by Ben There on 2009-08-11:
I know this because I fly a lot. Most airlines hold the front portion of economy for frequent flyers with status... This ensures that the people who pay the most (late booking, full fare business travelers) are not stuck in a middle seat in the back while someone on a $59 ticket gets the best coach seats on the plane. Elites can also book emergency exits in advance.
Posted by Anonymous on 2009-08-11:
And I know that Ben is right cause I worked for an airline for 3 years.
Posted by jktshff1 on 2009-08-11:
For someone who " travels all the time with Jetblue" Ya just don't get it or understand the system, do ya?
Posted by justthefacts on 2009-08-12:
jktshff1 - Ya seems to know the system very well. If you have ever booked with Jet B then you will know that you can select any seats which are available, some will require an additional fee, but "Ya" don't get booted. Seem like you "Elites" are either in the business or just a bunch of cowards, and would let these big companies, smack you right in the fact with and not put up a fight. That's is what this country needs right now, more cowards.
The End.
Posted by Ben There on 2009-08-12:
Justthefacts, people do get booted on Jetblue flights just like on Delta flights. It just happens less often because Jetblue is so much smaller and had a lot less different types of planes. But when you have a seat assignment on this plane http://www.seatguru.com/airlines/JetBlue_Airways/JetBlue_Airways_Airbus_A320.php and this one pulls to the gate http://www.seatguru.com/airlines/JetBlue_Airways/JetBlue_Airways_Embraer_190.php then chances are you will not have your original seat. Just because this has not happened to you does not mean it does not happen. I for one have always gotten my seat or an upgrade on Delta.
Posted by DigitalCommando on 2009-08-12:
"(Christina D.) rude, her English need work,"

I just want to sit back all day and bask in the magnificence of this sentence.
Posted by justthefacts on 2009-08-12:
Digitalcommando - here is an S. Bask some more. If this is the extent of your daily chores, have fun. Very useful input, I think the toilet on the plane needs plunging, make yourself useful.
Posted by bargod on 2009-08-12:
Com'on now justthefacts, DC gottcha with a great zinger. Try taking it with a little grace and tact.
Posted by justthefacts on 2009-08-12:
bargod - I apologize for the lost in composure, but the typo comment from DC, I am just p-i-s-sed off with Delta. In a nutshell, if we let this type of practice by the airlines, go on without any resistance, then it will just get worst.

When you have a moment, view the link below, it's what I am talking about. Let's not, lose sight of the big picture.

Posted by jktshff1 on 2009-08-12:
jtf, I do know the "system" well. I travel extensively. I don't use Jet Blue. I've learned that in this day and time, stuff happens and usually it is at the most inconvenient time and I've learned to go with the flow. Biggest problems I have flying are the people don't travel often, not knowing procedures etc. But I don't let it bother me.
I plan for disaster to happen when I schedule flights, it's gonna happen. Spend a little more money doing it, but it's worth it.
No offense intended, but methinks that at some point during your discussions with the airline the attitude you are displaying in your post came thru and that didn't help matters.
Good luck.
Posted by chris513 on 2009-08-13:
Christina D. is a pigeon....I know this....I know this about her and other women as well
Posted by justthefacts on 2009-08-13:
jktshff1 - No offence taken, but the attitude which you're referring to, started after this particular Delta employee, exhibited an over dose of arrogance! Sometimes I understand that one must show restraint & civility when dealing with idiots working in the wrong places, eg. any customer service-related job.

Chris513 - Is it safe to say, that you know Christina D.?

Posted by Eloise on 2009-08-13:
Justthefacts did you harassed the Delta representative the same way you harass people on this board? If so, I'm suprised they even let you board. Take a chill pill. I bet they would have been happy to help you if you didn't behave in such an arrogent fashion.
Call me anything you want, it still doesn't make you right.
Posted by justthefacts on 2009-08-13:
Eloise (08/13/2009) Customer service Rep.?
Posted by justthefacts on 2009-08-13:
Delta Airlines Consumer Report Overview
20% voted - 4 ****
67% voted - 1 *
I guess it must be me.

Posted by Eloise on 2009-08-13:
That's right I'm a Customer Service Representative.
In fact Delta pays me tons of money to interact with people just like you. Couldn't fool a genius like you.
Posted by justthefacts on 2009-08-13:
I thought you were a Customer service rep with Dish Network, my mistake, to err, is human. In any event, have a great weekend.
Posted by Eloise on 2009-08-13:
You really aren't the sharpest tool in the shed are you!
Posted by BokiBean on 2009-08-13:
I thought you worked at Walmart?? I'm so lost.
Posted by PepperElf on 2009-08-13:
i just assume everyone else here is a figment of my imagination :-)
Posted by BokiBean on 2009-08-13:
I might have mixed her up with LadyScot. My memory is terrible!

Pepper, I'm voting that helpful. That's the best advice I've heard in weeks!
Posted by PepperElf on 2009-08-13:
i remember lady scot kinda
what happened to her?
Posted by BokiBean on 2009-08-13:
I dunno! No clue at all. Come back LadyScot!!!
Posted by Eloise on 2009-08-13:
I'm a stay at home mom!
Posted by BokiBean on 2009-08-13:
My bad! I was thinking of LadyScot who is mia. I too, am a stay at home mom, but all my children are furry. ;)
Posted by Eloise on 2009-08-13:
Boki, they are probably much better behaved than my three beasties!
Posted by justthefacts on 2009-08-14:
Eloise - You seem, like such a nice person. What's with all the anger? Tool, what tool? And I don’t have a shed, can’t afforded one. Also it seems like everyone liked you better when you were Lady Scot, so could you please drop the act, and be your old self again.

To all those who made this post so much fun, regardless of my crappy experience with Delta. I would like to say, Thank you, have a great weekend and Say Well.
Posted by BokiBean on 2009-08-14:
just, I'll be honest with you..I think a huge number of customers would be upset that their seat assignments weren't honored.

Before I came to this board, I had NO clue that seat assignments were just a courtesy and that they can be subject to change at any time. It still kind of irks me.

Your complaint was justified by the rudeness of the gate personnel. No excuse for that..just none.
Posted by Eloise on 2009-08-14:
Who the hell is Lady Scot?
Posted by Anonymous on 2009-08-14:
That's the way I see it as well Boki.
Posted by BokiBean on 2009-08-14:
This is my fault. just, I confused LadyScot and Eloise, and they are two different people. We haven't seen LadyScot in a while..

Sorry, Eloise!!
Posted by Eloise on 2009-08-14:
Your the best Boki!
Posted by justthefacts on 2009-08-14:
BokiBean (08/14/2009)
Stew (08/14/2009)

Thank you for seeing it, for what it is. (You too Lady Scot (:-) Eloise, tilt your head to the left. See, I'm not such a p71CK.
Posted by Eloise on 2009-08-14:
Don't be so sure.
Posted by justthefacts on 2009-08-14:
Eloise, did you tilt your head to the left?
Posted by MzDLBrand on 2009-08-18:
Book travel with the airline directly to save yourself from alot of trouble. While in the contract of carriage states that you are purchasing a seat on an airplane (not a specific assigned seat), the airline is at liberty to change actual seat assignments at will, this happens all the time when there is an equipment change or schedule change.
Posted by justthefacts on 2009-08-19:
To all you Airline "Experts" on this Blog. Read.
This is an x-script from a Major Airline.

Seats are reserved on a first-come, first-served basis up to 331 days prior to departure. However, seat assignments cannot be guaranteed. Due to last minute aircraft changes or operational constraints, we may have to reassign seats. In situations such as this,
passengers may have to arrange new seating with our agents at the gate prior to boarding their flight.

However, if you're up against, gate agents from a different planet, then you're out of luck.

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No Receipt for Online Baggage Check-In
Posted by Onyx10 on 07/03/2009
I paid online the $15 fee for checking in baggage (this could be a compliant in itself) and was provided the option of having the receipt sent via email. Since I was at a hotel I had no easy access to a printer I thought email would work just fine. Well, the email never arrived and when I called customer service I was told I would have to mail a letter requesting the receipt. Seems ironic that Delta promotes paying this baggage fee online but when it comes to correcting their mistake Delta reverts to the mail. Well, my reimbursement needs to be in today so I am out this expense. I can deal with the $15, it is the principle that bothers me. How hard could it have been to email a receipt?
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Posted by dan gordon on 2009-07-03:
go online and print your cc history which will show the $15 charge and submit that instead.
Posted by Ben There on 2009-07-06:
Did you check your junk email folder?
Posted by jbenghiat on 2009-10-26:
The same thing happened to me. I haven't contacted them yet, but their policy states that I need to send in $20 for a copy of the receipt.

A similar thing happened to me flying United, but I was able to access my receipt online after my flight. My itinerary has disappeared from Delta.com, however.
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Worse Customer Service Ever!
Posted by Upset Buddy on 01/02/2009
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 "Roberto" got into a heated argument with an older guy. Not sure what was said but you could see that the words back and fourth were not friendly. After awhile I decided to go up to the counter and ask Roberto 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 Roberto 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 suppose to be seated in 7a. I told her that I was. She asked if I had a "Rep pass?" Not knowing what the was I told her that I didn't know. She turned around and walked away...6:35am now! Next thing you know Roberto 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 Roberto 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 your 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 fourth with him. It was either that or to go to jail in Buffalo and be stuck there for awhile. After contacting my fiance to let him know what had just happened as I cried my eyes out from the embarrasssment, 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 Chuck. He advised me that Chuck was downstairs back out at the counter pass security. Without another word I walked downstairs and met Chuck.

Chuck 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 Chuck calling back up stairs to Roberto and was very upset with him for sending customers back to him to reschedule their missed flights. I watched as they argued back and fourth. Soon Chuck got the opportunity to talk to me. I explained the situation to him. I was informed that Roberto 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 suppose to board the plane. That 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 Chucks response. He said that that's the way Roberto was and that he gets complaints a lot about his customer service skills. Now if that is the case, why is Roberto still employed with Delta? I think that Roberto 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 Roberto was. As I approached a seat and I heard Roberto 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!
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Posted by Anonymous on 2009-01-02:
Flying on a buddy pass during the second busiest time of the year... what were you thinking? Employees have a very hard time flying non revenue, much less buddy passes.
I don't doubt the gate agent treated you roughly but as a pass rider you need to bite your lip - that complaint could easily get your friends pass and flight privileges revoked.
Posted by Nohandle on 2009-01-02:
Someone tell me what a Buddy Pass is. I'm guessing it is a pass given to employees of an airline to give to family or friends. I've just not heard that expression.
Posted by Anonymous on 2009-01-02:
Nohandle. Buddy Passes are issued to employees (depending on airline, 8-12 passes a year) You are free to give them to friends/family. Buddy pass riders simply pay the applicable taxes for the segment (cheap). The friend flies "non rev" (non revenue) and are the last to be given seat assignments, as they are flying free. Specific conduct, attire are strictly enforced, as they are flying as a guest of the employee and airline. You have zero rights as a buddy pass pax, thus complaining can get the employee in trouble.
My airline is very strict with non revenue conduct and will revoke a employees privileges - thus employees carefully brief friends as to conduct.
Posted by Nohandle on 2009-01-02:
Thanks VF. I was aware airline employees, as one of their benefits, were given passes since I had a former employee whose husband was employed by one. I didn't know they were free to pass them on to family and friends. As far as the attire required, yes I was told that as well by the employee. At that time it was strictly business attire and you were bumped if a revenue customer came along, sometimes at the last moment.
Posted by Anonymous on 2009-01-02:
Great info, VF.
Posted by dan gordon on 2009-01-02:
a non revenue fare is the absolute lowest priority of any standby passenger, and trying to use it at Xmas is pretty bad advice. While a nice gesture the chances of finding an empty seat at the holidays seems like a remote possiblility. With all the ice and snow storms many revenue pax would certainly have priority making your chances of using it very iffy. These are standard airline rules not just Delta.
Posted by Anonymous on 2009-01-02:
Nohandle, if you are discussing buddy passes on Evercom phone lines, I believe it takes on a little different meaning.
Posted by LauraW on 2009-01-02:
No one has yet addressed the primary focus of the complaint, which is the rudeness of the Delta employee, Roberto. The complainant is very understanding of the holiday rush. It shouldn't matter how one obtained a ticket, such rudeness is unacceptable. Apparently Roberto did not follow the guidelines set down by his employer. Unfortunately, most commentors on this site seem to accept and even condone rudeness on the part of those paid to deal with the public.
Posted by Ben There on 2009-01-03:
Any company as large as Delta is going to have a few bad apples, and some really good apples that just have bad days. I have seen gate agents get more abuse from passengers than any other employees at the airline, because people blame take out all kinds of frustration at them. While Roberto's attitude sounds horrible, we are only hearing one side of the story... I think the OP was very unaware of the aspects of flying nonrev which is shown by her flying on the holidays with that type of ticket and it seems she did not know that she could be pulled off of a plane and not get on another one till the next date. She even still uses the word stewardess...
Posted by Privelege NOT!!! on 2010-08-28:
Wow!!! It is 2010 and I see that customer service skills at Delta has not improved. I recently traveled with my family or need I say attempted to travel on buddy passes. Service to those traveling on these passes are beyond poor. It was our first and certainly our last experience. Buddy passes are not a privilege; especially if you are being treated as third class citizens. I was very cognitive of keeping my complaints to myself to prevent any negative backlash to the employee. In response to those Delta employees who responded above, is this kind of treatment acceptable had it been someone in your family or friend? If you consider traveling, do not purchase these tickets. They are not as discounted as everyone thinks; they are NOT FREE. My family and I wound up spending more money on these passes than we would have had we paid for regular tickets. Word of advice, if you want to have a hastle free trip, try to find discounted tickets through some other airline. The experience that Delta left behind will prevent my family and I from ever flying on this airline again.

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Flight Cancellations
Posted by Lilyknol on 08/14/2008
I was booked on a return flight from Boston Logan to Reagan National Airport in Washington DC on Monday afternoon, August 11. I had made and PAID FOR this reservation months ago and checked in for the flight early on Monday morning. No problems were indicated at that time.

When I arrived at the airport and tried to check my bag for the flight, I was told it had been cancelled due to "Irregular operations" and that I was booked on a flight the *following morning* at 8:45 am. This was at 4 pm in the afternoon. They offered me no accommodation, no reimbursement, NO NOTHING.
I refused to accept this and was subsequently placed on Standby for the 6:45 pm flight to DC. I checked my bag for the flight after being assured there were 10 open seats on the plane and I was 7th on the standby list.

After waiting several hours to board the flight, I was told it was delayed an hour. This happened twice; the last time the story was that the plane was there, but the crew had to be flown in from Baltimore and were on their way. Needless to say, 15 minutes before this flight was supposed to take off, it was cancelled and this time the excuse was "weather".

That was a complete lie. Although they were displaying a radar weather map showing stormy conditions all up and down the east coast, I checked online with my phone and saw the REAL weather radar map and the entire coast was clear of storms, not to mention that I called my son at home in the DC area and he told me it had been beautiful weather all day. This after several plane loads of people had been stranded in Boston for NO reason whatsoever; weather was NOT a factor in this complete screw-up.

Other airlines were flying in and out of Logan the entire time this was going on; Delta was lying to us all and refusing to provide any explanation or compensation for our difficulty.

On top of that, they refused to return my checked bag; the agent at the counter told me that if she tried to get it back to me it would "screw everything up". I was wearing contact lenses and the case and fluid AND my back-up glasses were in that bag, so I had to spend the entire night wearing my lenses, trying not to doze off. This amounts to torture, in my view.

It is obvious Delta is not capable of running an airline efficiently or providing even the most basic of services to its customers and I will never fly with them again. I am telling everyone I know this story in the hope that they will be able to avoid a terrible experience on this two-bit operation.
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Posted by Hugh_Jorgen on 2008-08-14:
It could have bee storms in Chicago that prevented your particular aircraft from making it to your city in time for your flight. It doesn't have to be raining on you personally for a delay to be weather related.
Posted by jenjenn on 2008-08-14:
EXACTLY! Chicago is notorious for storm delays/cancellations. I'm so SORRY you were TORTURED due to contact lenses. Be grateful if this is your biggest problem!!! *rolling eyes*
Posted by yoke on 2008-08-14:
What is "irregular operations"?
Posted by Anonymous on 2008-08-14:
Aren't there medications for irregular operations? Oh wait. Different condition.
Posted by Anonymous on 2008-08-14:
"It is obvious Delta is not capable of running an airline efficiently or providing even the most basic of services to its customers" Really? Over 100 million passengers last year.
"...this two-bit operation." Really? over 40K employees 15 BILLION in revenue.
Weather doesn't have to be between the city pairs you are at or going to. Irregular ops can be ground holds at any station, weather, etc. There are many factors airlines can't control.

Posted by Ben There on 2008-08-14:
Irreegular operations include things like crew illness and air traffic control grounds stops.

Planes fly all over the country on any given day, so like other people mentioned it could be that the weather was bad anywhere.

If you really think Delta/Comair was lying to you then you should file a complaint with the FAA - the number is 1-866-TELL-FAA.
Posted by Crown Jules on 2008-08-14:
I wear contact lenses so I know how uncomfortable it can be when they start to dry out, but why in heaven's name would you pack your glasses in your checked baggage instead of a carry-on or purse??
Posted by yoke on 2008-08-14:
Got it. Instead of admitting the airline screwed up that is the new term. Airlines must now use that as an excuse to get them out of having to pay the customer. What will they think of next!
Posted by Ben There on 2008-08-14:
"Irregular operations" is not a new term. It has been around for decades.

I Googled Delta Air Lines and Irregular Operations and found this info explaining what Delta considers "Irregular Operations" and what they will and won't pay for. If you really think that DL is giving you false information, then call the FAA.

Quick Reference
Within Delta's Control - No
Meals - No
Hotel - No
Voucher - No

Air Traffic
Within Delta's Control - No
Meals - No
Hotel - No
Voucher - No

Field Conditions
Within Delta's Control - No
Meals - No
Hotel - No
Voucher - No

Government Action
Within Delta's Control - No
Meals - No
Hotel - No
Voucher - No

Within Delta's Control - No
Meals - No
Hotel - No
Voucher - No

Within Delta's Control - Yes
Meals - Yes
Hotel - Yes*
Voucher - Yes*

Within Delta's Control - Yes
Meals - Yes
Hotel - Yes*
Voucher - Yes*

Within Delta's Control - Yes
Meals - Yes
Hotel - Yes*
Voucher - Yes*

Denied Boarding
Within Delta's Control - Yes
Meals - Yes
Hotel - Yes*
Voucher - Yes*

*These amentities will not apply if irregular operation occurs at passenger's point of origin.
Posted by seriously? on 2008-08-14:
As busy as they are anyway, why on earth would they waste the time putting up "fake" weather? And if that's your view of torture, I'd count my blessings...
Posted by Ponie on 2008-08-14:
Ride a horse next time. Wait a minute! Is this Eileen again?
Posted by Anonymous on 2008-08-14:
My boyfriend was suppossed to fly on Sunday from Chicago to Phoenix. He's an airline employee and was flying standby. However, United and Delta cancelled a ton of flights due to weather on the east coast. All of those passengers were reacommodated on his flight. We had to buy him a ticket home on monday morning. So, the whole weather "excuse" was actually a reality. I know he was in Chicago and you were in Boston, but it just goes to show he snowball effect that weather can have at airports all over the country. And it can take several days to get things back on track. There was weather on sunday and monday that cancelled flights all over the country.
Posted by Ben There on 2008-08-15:
NYC and Philly were both shut down for hours yesterday... As you can imagine a lot of planes pass through those cities on any given day, so expect there to be a domino effect over the next day or two as airlines struggle to get planes and crew back where they are supposed to be.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Had To Rant
Posted by Rcnich on 08/21/2012
ATLANTA, GEORGIA -- So, Delta Airlines… in an email, you've asked me for my thoughts about my recent travel experience with you. Here they are…

I spent more than $8,000 in airfare for travel to Spain for 4 people beginning August 4, 2012. We paid an additional $1,800 in extra baggage fees, EACH WAY for our video & photo equipment. Not only were we bumped from this flight, but two pieces of luggage did not arrive in OKC when we finally got there. The four of us missed international connections due to Delta flight delays. Our outbound trip that was supposed to take 16 hours turned into 28 hours of travel.

We had our return flight reservations cancelled by Delta because we missed our flight due to a late Air France connection -- again caused by Delta's late arrival time. I spent $100+ dollars in international rate phone calls trying to get my Delta flights re-booked -- with 90% of the time waiting on hold. I was compelled to expend an additional $650 in train travel expenses in order to make a business appointment when Delta would not provide alternate flight arrangements with other airlines.

When I most needed someone who would give a damn, all you gave me was on-hold muzak and "I'm sorry, we can't do that..."

It's not right to treat consumers this way. Yet you do it daily to hundreds, if not thousands of travelers. The unspoken brand message I received from Delta during this ordeal was "f*ck you; we don't care."

I have traveled by air for more than 40 years. I'm old enough to remember (before deregulation) when flying was a great way to travel. This is by far the worst experience and poorest service I have ever experienced from ANY company. I plan to devote much time and effort toward communicating via Facebook, Internet travel sites, forums and other mass media about the horrible experience I had with Delta Airlines and Expedia. I am a 30-year veteran of advertising agencies, so I know a few things about getting the word out. I will do my best to see that Delta Airlines loses much more than my $8,000 and future business. Tarnishing your brand will become my new hobby.

In summary, Delta Airlines...F*ck YOU. F*ck your bean-counting, cost-cutting CPAs, consumer-screwing middle managers, senior management and shareholders who perpetuate this lousy consumer treatment. F*ck your advertising agency for lying to consumers about your company. And f*ck you lame-ass consumer research twits for asking my opinion of your sh*tty company.

Perhaps you now have better insight into my thoughts about my experience with Delta Airlines.

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Posted by trmn8r on 2012-08-21:
You may want to rethink expending a significant amount of effort on your plan. I emphathize with your experience, but air travel has generally become what you described. High baggage fees, missed connections, costs born by the traveller.

I just don't see anything surprising, I guess. Not that it should be this way. It's like not accepting that kitchen appliances only last a few years nowadays.
Posted by rondaskie on 2012-12-08:
Please call , e a few voices need to be heard to get this problem solved I am Mrs. Thomas and our problem happened on spirit air 12/2/12 but the airline company's get your money and don't give a .......! 651-295-5682 we can stop those emotion rape from airlines if we can get together

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Seriously Delta?!?
Posted by NannyDo on 02/17/2011
On 02/04/11 I flew from Atlanta, GA to Salt Lake City, UT and I checked one bag. I have not seen the bag since then and apparently neither has anyone else at Delta. I notified Delta right away about my missing bag and filed a claim with them in SLC. For the first several days, Delta contacted me with updates on my missing bag. After about four days, they stopped calling. I continue to call Delta every few days but the answer is always the same, "no new information". However, when I go to Delta's website "Delayed Baggage Status" this is what I see;

Bag Tag Number:XXXXXXXX Status: We have located this bag at Denver, CO (DEN) airport and are scheduling it to be on a flight to your final destination.
Please check back again for the delivery date and time of your bag.

Seriously! Why doesn't Delta coordinate the lost baggage information and be consistent in their reponses. When I first read that they had found my luggage, I was very relieved! However, once I spoke with a Representative and was told, no, your luggage has not been found, I was very unhappy and dismayed. The statement above continues to show on Delta's website.

I have filed a Lost Baggage Complaint Form with Delta but was told it could take 6-8 weeks before I hear anything. Again, Seriously Delta!?! I was traveling on Business and would really like to have my work apparel back in my closet at home. I have had to replace makeup, hair products, personal care products, clothing, etc. I am not happy at all with Delta.

At this point, two weeks since my bag has been missing, I feel Delta could care less.

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Posted by trmn8r on 2011-02-17:
This reminds me of the automated system at Verizon, which consistently gives me inaccurate information about service calls/installation. IMO, the system is a complete waste of money because it is useless. But it probably saves them money, so they consider it a success.
Posted by ezra green on 2011-06-10:
One thing about delta airlines is that, with me being in florida, i can't get around that delta airport in atlanta. i absolutely refuse to risk going to that airport anymore. IMO, delta is one sorry airline.
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Flight 6558 cancelled over snowstorm in New York - Delta still liable
Posted by on 08/22/2010
I had confirmed reservations for an international flight on Delta to Toronto via New York JFK on 10th February 2010. At 9.00 P.M. on February 9th 2010, I received an automated telephone call from Delta that my flight next morning was cancelled. I immediately checked Delta’s website which confirmed that my flight was cancelled. No reason was given for the cancellation either in Delta’s telephone call or on its website. I sought to contact Delta’s 24 hour telephone line but was unable to get an answer except for a recording saying that all agents were busy. At 1.00 A.M. on February 10th 2010 I purchased a new ticket on another airline at a cost of US$737 directly to Toronto which was more than three times the cost of my original Delta flight of $211 which was booked months earlier. Apparently there was a problem in New York but flights not connecting in New York were not affected. At about 2.00 A.M. on February 10th 2010 I e-mailed Delta to say that I had booked on another airline. Delta e-mailed back to say that they could not deal with my email for another 2 to 3 days.

There followed this email correspondence:
(1) February 10th Delta Customer Support emailed to ask for more details
(2) February 15th I emailed Delta to say that when they cancelled their flight I purchased a new ticket on another airline for $737 and requested reimbursement
(3) February 16th Delta Customer Support emailed to say that “during irregular operations” they put passengers on the next available Delta flight or they rebook passengers on another carrier but since they did not handle the rebooking, they could not reimburse the airfare
(4) February 17th I emailed Delta to say that since all I heard from the airline that its flight was cancelled without giving any reason, it was contractually obligated to get me to Toronto even if that meant booking me on another airline
(5) February 21st Delta Customer Support emailed to say that the first leg of my flight, the one into JFK was not cancelled, but the second leg JFK to Toronto was cancelled because of a snowstorm in New York. Delta offered to refund the $211 for the original ticket, but not the $737 for the new ticket.
(6) February 21st I emailed Delta to say a refund of the fare I paid to them would not be adequate because of the increased price of the ticket which I had to pay on the date of travel and I threatened to take it to Court
(7) February 24th Delta Customer Support emailed to say that Delta was sorry for my disappointment and hoped that I will still make Delta the airline of my choice
(8) February 24th I emailed to say that I was not in the least disappointed but that I wanted the compensation that I was legally entitled to.

I proceeded to file a claim in court. Delta filed a Defence referring to its terms and conditions available on its website to the effect that in the event of a cancellation the passenger’s remedy is for a refund of his fare. I replied to state that those terms and conditions were not brought to my attention when I booked the ticket. Delta’s Defence filed in court had appended to it the said terms and conditions which were about 80 pages long. Delta retained a firm of prominent Attorneys to defend the case. There followed some correspondence between me and Delta’s Attorneys. From the start once the case was filed, Delta was willing to reimburse all my expenses, but they wanted to settle without a judgment of the Court and if I agreed they would give me $500 in travel vouchers in addition to reimbursing my expenses. This offer increased to $650 in vouchers during the correspondence. When the case was called in Court I appeared in person and Delta was represented by two Attorneys and Delta conceded and agreed to reimburse the $737 ticket, court costs and the cost of telephone calls I had made to relatives in Toronto on the night of February 9th 2010, and the Court entered judgment against Delta by consent.

Court costs were $80 and this is the most I would have had to pay if I had lost. I did not agree to the $650 in travel vouchers in return for forgoing the entry of a judgment against Delta. A judgment entered on the record of a court is a public document that can serve as a precedent, and another person similarly circumstanced with a case against Delta can use it to persuade another Court. Delta refused to settle before litigation had commenced and so I considered a judgment of the Court was appropriate.
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Posted by Ben There on 2010-08-22:
I personally am not sure that this will change anything - if everyone starts suing over flights cancelled by weather then airlines are just going to make you read every word before you buy a ticket - you already have to agree that you have.

It is pretty common knowledge that airlines are not responsible for the weather and if your flight gets cancelled then the airline is supposed to rebook you. I wonder if their phone system was not overwhelmed when you called was the reason they gave in.
Posted by Ytropious on 2010-08-22:
They only caved to get you off their back. I'm surprised the old "officer I didn't see the stop sign" offense worked. By purchasing the ticket, you automatically agreed to their terms and conditions whether you read them or not.
Posted by rockfishing on 2010-08-22:
Was it worth god knows how many hours you spend getting the additional $500 difference?
Posted by tnchuck100 on 2010-08-22:
It would appear that if Delta had been upfront with the details of the cancellation at the onset this entire fiasco may have been avoided.
Posted by Ben There on 2010-08-22:
Delta.com actually has a pretty nifty area that allows you to rebook flights when yours is cancelled. All you have to do is select the option that is best for you. It also lets you pick a flight on another date.
Posted by Anonymous on 2010-08-22:
wow I cant believe this guy actually look them to court. I would have agreed with Delta. Youre entitled to your money back that you paid Delta. I mean seriously. Its not Deltas fault their was a snow storm. anyway, Id consider yourself lucky you got that much money back.
Posted by Anonymous on 2010-08-22:
Thank you all for your comments. It was only some time later that I discovered that it was a snowstorm on the Eastern seaboard and the airports in New York allowed flights to land, but not to take off until the storm was over. In response to BenThere, no doubt thousands of travelers were affected and this may have led to the lines and website being swamped. The website did tell me I could rebook free of charge, but when I tried I somehow did not succeed. TNChuck you hit it on the head - had I known it was weather with some estimate of when flights were likely to resume I may have waited it out and not gone ahead and re-booked myself. But passengers do not design websites or decide how many phone lines to have and the onus is on the airline to decide how much resources to spend on providing answers to customers in cases of flight cancellation.

But it is within the experience of most travelers that in cases of airline delay, you get little or no explanation from the airline and when you can find an airline agent around or behind a counter they are unhelpful if not hostile in dealing with inquiries. The airline is not responsible for the snowstorm, but having collected money to provide a service, they must keep on updating the stranded passengers about reasons for the delay. In my correspondence with Delta's Attorneys I brought to their attention a 2004 case decided in Texas, "Lee v American Airlines" where a Federal Court found the airline liable for not telling the passenger the reason for the delay.

To rockfishing who said that this was not worth the many hours I spent, the emails took a few minutes each, the correspondence took a few hours in all and done at my computer at home and the Court hearing took a few minutes while Delta's Attorneys told the Judge that they were consenting to judgment against Delta. I did spend about half hour sitting while I waited for my case to call. And to Prince-Caesar who thought I was lucky to get that much money, remember Delta was even willing to give me an additional $650 in vouchers to have this settled before the case was called so that the judgment will not be entered on the records of the court. But if you think Delta was in the right, and bearing in mind that Delta was eventually willing to allow a judgment to be entered against it by consent, maybe you may be in a position to offer some pointers to Delta's legal department.

Ytropioius, this is not like a stop sign. Delta's terms and conditions were 80 pages long and annexed to their Defence, and as I told their Attorneys, no Judge would expect that a passenger buying a ticket would stop to read an 80 page document. It is more like if you drove into a town, someone handed you an 80 page manual tell you all the stops, and the police expected you to rely on that manual to know where the stops were. No court would fine you if the information was in an 80 page document. Stop signs are right on the spot and uaually in red.

Delta needs to get its act together and:
(1) Ensure that passengers are given accurate information for the reasons for flight cancellations/delay
(2) Ensure that the important parts of their terms and conditions are brought home to the passenger when he books and not simply say that an 80 page document is available to be opened and read on its website.
Posted by rockfishing on 2010-08-22:
I did not say it was not worth the time you put into this issue, I asked was it worth the time you put into this issue. Big difference. Was it? I had a flight with Southwest from Philly to Chicago roundtrip that storm that was cancelled. I had to jump in the car and drive. It sure wasn't the airline's fault it snowed. Sometimes you just have do, what you have to do to get where you are going.
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