Delta Airlines Consumer Reviews - Page 4

After reading many of the reviews, this one pales in comparison but I felt compelled to write it due to the continued lack of customer care/service that has been provided by this airline and to show that no matter what the situation is, this airline has not been successful with the handling of baggage.

My wife and I are into our 4th day of what was supposed to be our vacation, but due to the airlines not having delivered her bag, we have had to alter our plans. We flew into our destination city on a Saturday (it's now Tuesday) and my wife has not received her bag. We were first advised at the destination airport that her bag would be on the next flight in and they would contact her.

To date, she has not received one call and/or email from the airline as to where her bag is. Instead, I have spent the last 4 days on the phone trying to obtain some USEFUL information. Yesterday I was able to verify (and this was only due to the extra effort of two Delta employees) that my wife's bag was located in the departure city. I was advised that a rush delivery would be placed on it and it would be sent out on the next available flight. Since then, there have been more than one flight and her bag still remains in the departure city.

The customer care/service has for the most part been a contradiction of terms as this airline has provided very little if any at all. The personnel who you speak with at the baggage center are for the most part not understanding/compassionate to customers' issues/concerns. To add to that, you (the customer) are not able to contact the baggage centers at airports directly makes things that much more frustrating. They have been quick to issue to customary "I'm sorry" line, but have never asked if there was anything they could do due to the situation we are in or an offer of any compensation.

I have been advised that my wife could purchase clothes and she would be compensated. When asked how much she would be allotted, I've heard form "what's reasonable" to "$50". And to receive that information, I had to ask them. An employee at the baggage center advised me that sometimes the bags are not scanned, although this is a violation of airline policy. That was reassuring to hear.

All I have been attempting to do is receive an answer as to when my wife's bag will be delivered since its location has been confirmed. There have been no responses to my emails, no returned phone calls (as advised would be by the airline) and no follow-up information provided online.

All of this is a continuation of how this airline has been terrible with not only the handling and/or delivery of baggage, attempts to locate and deliver the baggage when located, but with the providing of information to customers about their bags. They are consistent with the collection of baggage fees and ensure that any and all fees are in fact collected prior to taking your bag, but what can happen from then on only Lord knows.

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 carousels.

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.

**, 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.

** suggested 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. ** 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 exactly," 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 manageress what ** had suggested -- the response was brief and curt. Delta NEVER compensates passengers for weather-caused cancellations. 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, **)

Who had previously remarked, off-handedly, that she was compensated with $400.00 by the United, for similar inconveniences. 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 travelers. 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 **?" an air Hostess challenged me over my complaint. "**? By Golly! And who might ** 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 **. 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.

This is not to complain about the less than sincere service in flight (though one stewardess was genuinely excellent), or the terrible organisation at Louisville departures counters (1 girl working flat out to service 6 counters, result 15 min check in), or the late take offs with no explanation, or the outdated film viewing facilities I've experienced on 3 of my four flights Europe-US. What annoys me this time is that my luggage was lost going to the US, and was returned to me... 22 days later, ten days after my return.

After repeated contacts, no one answering telephones, no success trying online to find my luggage through the online tracking system, extensive correspondence. Finally I was informed after nine days that my luggage had been found. I requested they do not send it to the US as I was flying back the next day. Guess... Yes, they sent it to the US, then asked me if I knew where it was!!!

Then for another week they could not find the luggage with the by now usual unsuccessful mails and tracking system. At this point I filed a claim for lost luggage with all the necessary details. On the claim for it states that receipts to back up any claim are needed only for items costing more than 250 USD. Two days later my luggage miraculously again resurfaced and was being sent to me. Everything arrived intact and fine, but then I requested compensation for some of the items I bought (just 330 USD, suitcase, underwear, jeans, fleece, t-shirts, socks and a few other items to keep me going 10 days).

At this point the process became very complex and receipts were requested for every purchase, even though for lost luggage claims not needed. I did point out I was not claiming for all items purchased, only for those I would not have normally purchased, and did not leave in the US for my next trip, and that they must know by the list that it is very reasonable for the time period I was covering. But no, no discussion, no offer, nothing helpful or reasonable at all, just NO.

Very poor attitude for an airline that forced me to spend much of my time and money trying to trace my luggage, to buy clothes for ten days, return to Europe and still be told they did not know where my things were! I hasten to add, not the first time my luggage has been lost by Delta, and had it arrived while I was in the US no issues, but arriving after my return, getting lost twice, being asked by them if I know where my luggage is... I'm sorry, but that is very poor and a poor advert for Delta. I certainly will, from now on, rather pay more and fly a better airline.

I'm not even going to get into how well you are NOT looked after when missing your connection even though it was a Delta issue... But that was last year... Adding to catalog of a dissatisfied customer. The moral is... Don't fly Delta (3 out of 4 experiences negative now), and if your luggage goes astray, prepare like a Defense Lawyer, as just the claim form is worthy of one.

BENTONVILLE, ARKANSAS -- While waiting for my flight 5552 at XNA, Northwest Arkansas Regional Airport, I overheard a Delta representative making a comment about my pets traveling on the plane while she was on the phone. In order to resolve the situation I went up and asked if there was a problem with my reservation with my pets going on the flight. She informed me they were not on my reservation. I explained to her what might have happened and she called who I think was her supervisor, Barbra.

I re-explained that my itinerary was changed several times over the past 3 months before my flight and that that might have been the reason the pets were not on my reservation. She proceeded to call another Delta Representative about how many pets were allowed to fly on board. I then showed her the printed form of the Delta Pet On-Board Regulations. It clearly states 4 Pets are allowed to fly in the main cabin, there were 2 pets already for that flight and my two dogs of the same size, species, breed and weight are part of the exception where they fly in one kennel as one pet. There was more than enough room to fit them in the 4 pets per flight.

I then told her that I had been flying through XNA for 5 years that the kennel I was using was the correct size and that 4 pets were allowed. She said and I am quoting "Oh, don't get mean with me." She then asked the other representative to make a note on my account about the way I was acting. I did not act in a hostile way and I was not angry at her. I removed myself from the situation after that and had my mother resolve the issue. To reaffirm my claim I called a Delta Supervisor myself and asked how many pets and she reconfirmed that it was 4 pets and my Pet Reservation might have been lost because of the several flight changes.

By the time I was done talking with the Delta Supervisor on the phone, Barbra had called a TSA agent to "monitor my activity." I know it was for this purpose because as I was boarding my plane the TSA agent told my dad to "Try and keep her (me) out of trouble." I did nothing to merit this kind of disrespect. It was not my fault my reservation had been lost or that Barbra did not know the guidelines for pets in cabin. In the end the pets were able to fly and we did pay for them like we were supposed to.

But after removing myself from the situation, I am very concerned with the fact that Barbra overexercised her power of authority and called a TSA agent and reported me. At the moment she started threatening me I was really concerned, I felt like I was being treated like a terrorist. That by merely stating I had been flying through there and I know my kennel fits on the plane. She escalated the situation so much even after I left the hostile environment she had created.

In this charge climate when anything you do is immediately flagged and documented at an airport I was certainly worried what might happen to me and my future travel. She clearly abused her authority to intimidate me. If you could hear in the phone call I made to the supervisor I was in a state of panic.

After the way Barbra treated me and disrespected my rights not only as an individual and human being but as a citizen, I will no longer be flying through XNA. I know it won't be an economic impact to Delta or XNA, but I refuse to fly through there ever again and I will fly through a private airport in Branson, MO. Please know that the only reason I am no longer flying from XNA is because of Barbra.

During the second week of November, my family and I flew DELTA on a non-stop flight from Hartford CT to Orlando FA. This was a nightmare trip from the start. Our flight was originally scheduled to leave at 3 pm. We got the airport at 1:45 pm to check in. The agent behind the desk check our bags and then informed us that the flight was delayed until 6 P.M. (Just to clarify, all flight delays were not DELTA's fault as this was the day the FAA computers decided to take a nap). After 3 more delays, we finally boarded our flight at 9:30 pm.

The DELTA reps in Hartford were very considerate and brought out free drinks for everyone as well as giving us meal vouchers and $100 dollar vouchers for each person travelling. So, while it was inconvenient to wait, not too unpleasant. Now, this is where DELTA takes the blame. We finally get into Orlando at 12:30 am and our bags don't make it. Now we checked in ahead of time and then the flight was delayed almost 7 hours, how did our bags not make the flight?

When I mentioned to the Customer Service Agent that I have only flown DELTA twice in the last 10 years and both times they have lost my baggage, she stated "Well, don't fly us anymore". I then complained to Delta and got another $50 dollar voucher to cover the bags. Now, our vacation is over and we are returning, we get to the gate and I go to pink tag our stroller. The stroller gets pink tagged and we get on the flight. When we get into CT, I go the door and wait for the stroller and it never shows up.

The Captain of the plane even went down to the baggage hold to look for me but it never showed up. When I went to make the claim, I asked the customer service representative if they had a loaner stroller as my daughter was asleep and heavy. She told me "No, we don't give out loaners". I thought it was odd but just wanted to get home, so I didn't argue. I had to go back to the airport the next day to pick up my oldest daughter who was coming to visit and since I had time to kill, went back to the DELTA customer service representative and asked if they had located my stroller yet. This lady looked it up and said it was sent to Ohio.

Now I pink tagged the stroller at the gate. How it ended up on a plane to Ohio is beyond me. She then asked if I wanted a loaner stroller. I told her that yesterday that I was told DELTA didn't do loaners anymore. She told me the agent flat out lied to me. I received my stroller the next day and lodged another complaint to DELTA, which was never answered. For the most part, DELTA reps were very helpful but the two ladies who handled the baggage claims were rude and very unprofessional. I am willing to give DELTA once last chance but I will be bringing a spare set of clothes in my carry on just in case.

I am 5 year Platinum flier who was forced into the Delta merger of hell. At the beginning of the year I was a little excited of the merger which meant more straight flights until the flying actually began... I have a lot of experiences so I will speak on my very last experience. I was traveling Dec 28 leaving BWI going to DTW in the afternoon. I used a previously purchased ticket (I purchased the ticket on Dec 27 on NWA.com) to purchase the Dec 28th ticket (also operated by NWA).

I phoned the Elite line to exchange the ticket (the elite line was the best thing since sliced bread when NWA was in order. Since they changed it completely to Delta this month it is absolutely horrible.). For me traveling so much you can imagine I exchange tickets quite a bit and I know the rules very well. After 10 minutes on hold (I have never been on hold more than a minute when NWA was in order) I got an agent, I explained I needed to exchange the ticket for another travel date... She pulled the ticket up, she entered the new flight itinerary into the previously purchased ticket and she informed me that I would have to pay a 150.00 change fee.

I informed her that it is within the 24 hours so it's part of the customer first so there shouldn't be any change fee at all. She then told me "That must be a Northwest thing. We don't have that same policy." At this I went into question mode. I then asked her "The ticket is a Northwest ticket correct?" She answered "yes." I then asked her "Can I speak with a Northwest agent that can help me?" She answered "I am the Northwest agent, Northwest and Delta are merged." I asked her to just cancel anything has done to the previous ticket and ended the call. I eventually gave up on calling back to the elite line and just went straight to the airport.

One luxury of traveling a great deal is you start to see the same agents in the airport. I luckily know 2 of the Northwest agents at the airport. I explain what I wanted to do to the Northwest agent at the airport and within 3 minutes my ticket was issued with no change fee and I was walking towards the gate with the ticket in hand. I have this issue a lot where Delta agent's not familiar with NWA tickets, policies and system. Although I am a patient traveler and I do believe honey is better than salt...I find myself very frustrated by the answers I receive from these agents.

As I stated earlier I have a lot of experiences and this is probably one of the lightest complaints compared to the others I have. Next year Continental Airlines will receive my business as I am not seeing anything positive with the merger between Delta and NWA. They have really down played the customer service not only overall but also to those heavy travelers such as myself. Happy Traveling.

I am posting my experience with Delta. I see that the world's largest airline doesn't really care about customer service. I have the unfortunate situation in which a competitor is not available for direct flights. I needed to make a change to my ticket to fly two days earlier than my original flight.

I was going to be a change fee plus a difference in the price of the ticket which change my ticket price from $700 to $1400 and I would not be flying on large planes so I felt this was outrageous. I ended flying into another city and driving for three hours to get to my final designation for the price of my original ticket. I complained about my experience and having to spend a lot of time to change a ticket and find a better alternative to my trip. It took me a lot of time because I tried to use another airline other than Delta. I guess I want to encourage anyone taking the time to read this blog is to support airlines that appreciate your business which isn't Delta.

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.

Sincerely,

Nancy Hansen
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines

Northwest Airlines is now part of Delta Air Lines

Original Message Follows:

Ms Rutherford,

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

Thank you

On Thursday, October 29, 2009, at 08:09AM, "Customer Care Exchange"
custrel@nwa.com> wrote:

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.

Sincerely,

Rachel Rutherford
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines

Northwest Airlines is now part of Delta Air Lines

Original Message Follows:

Ms Rutherford

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.

Thank You

On Tuesday, October 27, 2009, at 01:05PM, "Customer Care Exchange"
custrel@nwa.com> wrote:
,

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
were expecting.

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.

Sincerely,

Rachel Rutherford
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.

Hotel

Palazzo Resort Hotel Casino
3255 Las Vegas Blvd South
Las Vegas, NV 89109
877-4445777

Check-In: Saturday, September 26, 2009-03:00 PM
Check-Out: Monday, September 28, 2009-11:00 AM
Room 1:

om Subtotal: $300.00 (USD)
Taxes and Fees: $48.70 (USD)
Total Room Cost: $348.70 (USD)

Car

Avis

McCarran Intl. Airport, LAS
Las Vegas, Nevada
Map

Pick-up details
Sat, Sep 26, 2009 at 8:00PM

Dropoff details
Mon, Sep 28, 2009 at 8:00PM

Car rental
Car daily rate: - Hotwire Hot Rate $16.95
Rental days: 2
Subtotal: $33.90
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"
custrel@nwa.com> wrote:

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.

Sincerely,

Rachel Rutherford
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"

custrel@nwa.com> wrote:

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.

• Receipt for hotel and rental car. If a receipt is unavailable, you may provide a retailer's statement of the original cost and date of purchase, signed, and on business letterhead. If you will please reply to this email and refer to case 8257328, I will respond as quickly as possible.

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.

Sincerely,

Rachel Rutherford
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines

Northwest Airlines is now part of Delta Air Lines

Original Message Follows:
COMMENT DETAILS:

Comments:

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.

Situation 1

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

1. My flight was delayed because the crew was late, nothing mechanical and nothing weather related

2. If they knew they had passengers connecting to this flight that landed 25 minutes before the flight takes off why would they depart early

3. Why were there no agents at the gate, and I did find out there was only 1 agent loading a 767

4. Why did I have to talk to 4 people to finally get booked on a flight

Situation 2:

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.

Concerns:

1. How is a red coat supervisor able to speak to the customers disrespectfully and anyway he feels like

2. Why is a counter agent trying harder than a supervisor to satisfy a frequent flier customer

3. 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.

ATLANTA, GEORGIA -- My husband recently inadvertently missed his flight- which we take full responsibility for, however when I called Delta to inform them of this and to "rebook" his flight, first they wanted to charge a phenomenal fee ($900.00) to rebook (when online it was only about $400 cheaper), and come to find out, 8 days later, upon his return, we were sadly misinformed by their sales representative who had originally handled my call. Because of this, we opted to book him a one-way ticket based on what she had told us regarding his original ticket.

I was initially told that if we got him a one-way ticket, that his original return would be in place and there would be no additional fees- boy did they see us coming (As a professional, I've never considered myself as a "sucker"). When he went to the counter today (9/5/09) to come home from his business trip, he was told that his return flight home had been canceled. You can imagine his surprise and dismay at 4:30 in the morning upon hearing this news. He was then told that he'd have to repurchase a return flight which would cost a "mere" $517.60 plus additional time, because now instead of departing at 6:40 am- he'd now be departing after 10:00 am.

Now, two important things here to note: number one, most people in these economic hard times don't have $520 just lying around- especially when you have kids (we have 4) and number two, who on the face of God's green earth wants to sit around the airport for any longer than they absolutely have to? (And unfortunately he has another business trip already booked- I'm hoping it's not through these non-professionals, but I'm afraid it may be - grrr!)

So, I called Delta, where I spoke to a seemingly more informed sales rep., or so I thought, because he argued with me that the newly incurred damages were what he lovingly referred to as a "change fee". Now keep in mind, I was very specific with the original representative regarding his return flight, because had we known there would be a "change fee" to come home, we would've spent the extra $80 or so dollars to just book him a round trip ticket, after the initial shock of her telling us it would be a $900 change fee to begin with.

Anyway, the sales representative I spoke with today was very well-coached in how he handled this situation (as opposed to how the other girl handled it, she was obviously new and clueless), telling me this was a "corporate" issue and I'd have to contact them. It's Saturday & you guessed it, they're closed on weekends! Go figure!

I am less than impressed with how this situation has been handled from the beginning & Delta, I want you to know, I'm not finished yet! Let it be known, this isn't the first time that either my husband or myself have had issues with Delta, however, this is the first time I feel as though we've totally been robbed & blindsided by their so-called "customer service".

Folks, don't be fooled by this (or any) company & don't sit back and let them take advantage of you. They make money off of people who keep their mouths shut. Speak up and demand a resolution. We can't afford to lose our time to them and we cannot afford to lose our hard earned money to them- we're the customer & the way I see it, Delta isn't in any position to be jerking any of us around. I've seen the reviews- 67% of Delta customers are not satisfied with the services of this company. Delta, you really need to step it up- we're sick of being your suckers!

By the way, I'm keeping track of every single minute I lose in dealing with this situation. I wasted 10 minutes with a useless sales representative today. I wasted 28 minutes with a useless sales representative on the 28th of August and I've spent 40 minutes writing this review. My time is precious. Not to mention the time that it took me to actually locate a number that gave me a live human being on the phone (I tried calling corporate office first, hate anything automated).

As of right now, you're looking at well over an hour of my time, and 4 hours of my husband's time. Punitive damages add up quickly and I don't plan on keeping this quiet. As soon as I'm done here, I'm going into my contacts list (all business professionals who travel regularly) and I'm going to email every single person on that list. I'm going to tell them what you've done to myself (delayed/cancelled flights) in the past and to my husband (delayed flights, lost luggage, now this) and I'm going to encourage them to choose another airline.

Then I'm going to ask them to share our story (and maybe one of their own) with all their friends (more business folks) and I'll ask them to Twitter this info (most of them have Twitter followers ranging from 60 - 1600 or more) and post it on their Facebook or Myspace accounts. These numbers add up quickly. I figure by Monday over 20,000 people will have heard how you mistreat and steal from your customers. At that rate, with any luck, Delta should go out of business in no time. Have a nice day.

I 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 son's 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 ** 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 sent a letter to Delta by mail and emails. I was thinking they would at least allow me to have my 10.00 back. I sent a letter to Delta 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 the letter I never heard a thing from them.