Delta Airlines Complaint - Customer service lack of information when customer needs help!!
My mother traveled alone to visit her family in NY. On the flight back from JFK to Bangkok she has to make one stop and change the aircraft at NRT. But the flight from JFK was delayed both departure and arrival because of the bad weather.Flight arrived at NRT 4 hours delay from original schedule, so my mother missed her next flight back to Bangkok. I understand about the delay because it happen all the time in every airlines.
My mother has to stay one night in NRT because there's no other flights on that night and NRT airport has a curfew at midnight. I know Delta will arrange her next flight back to Bangkok and take her to the hotel for a night stay. I just wanted to call my mother to confirm with her about the next flight and whether she's ok or not because she doesn't understand English well and she's also a wheelchair passenger. I tried to call her cellphone but there's no signal.
So I called to Delta Bangkok office first and asked about the details for next flight and which hotel she stays. But lady staff said annoyingly that she doesn't know where's my mom staying and I have to check with Japan Office by myself. Before I asked her of Japan Office phone number she hang up on me.
Finally I got the number from the website but when I called nobody answer the phone. I kept calling for almost 2 hours until business time ended still nobody answer. I decided to call to customer service USA, staff there are nice but they don't have a clue about the hotel, they know only the flight my mother will take back to Thailand.
It seems that nobody knows where's my mother and others passenger that missed their flight will stay tonight. I wonder how come they don't know, it's their responsibility to take care and share information among the region or country office if incident like this happened. They should have online information for staff to check these kind of details.
I don't know what to do, so I called to many hotels in Narita area but there's no my mother in their hotel. Up to now 8 hours has passed and I still don't know where my mother is. All I can do is to wait and call to airline office again tomorrow.
I can't believe this happen to me and my mother. I'm very disappointed of this airline working system.