Delta Airlines Complaint - Cheated Missionaries out of skymiles credits
After reading the other complaints about Deltas disregard for upholding their side of the "skymiles" deal, I'm not encouraged about a positive conclusion to my own episode with Delta.
My family of four are part of a missionary team that travels to Zambia, Africa each July to take medical and spiritual aid into the bush villages of the Southern Province of Zambia. Our team consists of about 150 people and we book with Delta each year BECAUSE they offered the skymile program. The tickets for our family of four total approximately $10,000 EACH year. We have flown with Delta on this mission for four years now, and should have almost 80,000 skymiles each (which is what is needed for an award ticket THIS year) ... however, we have only been credited about 35,000 skymiles. Seeing that the cost of the tickets and the additional expenses of the mission each year total $15,000, and we are FAR from "well-off", .. the "5th year" break of getting to use the award tickets is VERY important. I have gone around and around with the reps I can finally get ahold of by phone, but as seems to be the general consensus,...I get the "sorry can't help you" speel. And I've had pretty much NO success at getting emails answered. Below I've included the most recent email I sent on their "constomer service" section of the skymile page of their website.... I have not heard a reply (suprise!)
I've also noticed that they seem more than happy to pass out credits like candy to anyone who wants to open a credit card account, ... yet those of us who have paid $40,000 to fly with them are apparently "unworthy" of receiving what they promised.
Is there not SOME kind of LAW or something that would require they fulfill their promises? Perhaps we should look into that.
I must also say that now that I've read the other complaints on this site, I'm afraid that if somehow I miraculously get past this first hurdle and get them to credit us what they owe us, ... getting to REDEEM our miles might be the next wall to climb over.
Why do we let companies get away with this kind of thing? If anyone has any ideas, or has had any success in dealing with Delta, ... I'd be happy to hear any suggestions.
Below is the email I sent to Delta last week.
NOTE TO DELTA:
I am glad to see that this year I have received all my skymile credits. However, my family and I have made the exact same trip to Africa for the past four summers in July. The first being in '02, and yet, despite several attempts to clear this up, ... we have not received the correct amount of mile credits. We travel on a mission trip with over 100 other missionaries each July, and sadly (for your company) part of the "pre-mission" training now includes the information that we will most likely have to "fight" delta to give us our miles... you seem to be quite adequate at keeping record of whether we've PAID for our ticket in order to board, ... but not at all adequate at keeping track of holding to your offer of "sky mile bonus" for flying with you instead of getting there by British Airways.
In one (of several)conversations when I have called to discuss this matter, when discussing that we were credited our miles going OVER the first year, ...but not COMING BACK, and then credited the miles going over for the second year, ... my comment was that if we went back over the second year, we OBVIOUSLY came back here the first year. But I was told that without our boarding passes, you couldn't be certain we got on your plane. Well believe me, ... we didn't SWIM. (not to mention that whether we were IN our seats or not, ... the seats were PAID for!!! and what kind of sense would it make for us to PAY for a ticket on your plane ...(just so we could get skymiles in order to earn a "free" ticket), ... but then go BUY another ticket to actually FLY HOME on ANOTHER airline?!!!! You KNOW we were on that plane!!!
I was also told that we had a very limited time in which we had to provide the boarding passes as proof, or you did not have to honor your offer. Since there is not a "chart" where we can see how many miles we are to receive, ... the first year upon receiving our statements, ... each of us had an equal amount of miles, ... we assumed you to be competent and trustworthy, so we assumed it was the proper amount. It was only after attending the next years training sessions and discovering that many team members were having to "jump through hoops" in order to receive their correct amount of credits, that we discovered we had been slighted ... however, we then no longer had the boarding passes, and your "if we can get away without crediting you for 6 months without you noticing, ... we don't have to give them to you" policy was all I was able to get from the people on the phone.
I really am not trying to be tacky, but it just seems that "taking care of the customer" just doesn't exist anymore.
The four of us, my family, are part of a mission that is dedicated and working 365 days a year to help provide medical and spiritual aid to the people of Zambia. It is at considerable personal financial sacrifice that we do this. None of us are wealthy ... my family makes less than $xx,000 a year and are paying for college as well. It costs us $15,000 each year to be a part of this mission...$10,000 of which is in tickets with your airline. Your skymile offer is why our director books the flights through you instead of British Airways. Our team books around 150 flights to Africa and back each year. The skymiles are important in order to give us a "break" on the cost of the trip, ONCE every FIVE years.
I DO so wish I could get someone to look into this matter and "do the right thing" and credit us what is rightly due us. Please contact me to allow me to further discuss this situation and give you my family members’ skymile numbers.
I am not asking for anything more than what YOU offered, and what you rightly owe us. Please contact me soon.