Delta Airlines - Vindictive Delta Reps
Customer Service - Complaint
ATLANTA, GEORGIA -- This complaint was met with the typical Bureaucratic talk around and no reconciliation whatsoever despite several emails back and forth with Delta's customer service department. I was basically told that they have the right to not allow anyone from boarding their planes for any reason. That is pretty sad after having to pay thousands of dollars for their services and then be denied access for the services you paid for because one of their employees has a problem with you. This is the complaint I submitted:
My flight experience from AUH to PIT on 25 July 2013. First of all, I was not able to obtain a boarding pass for my Paris to PIT flight even my bags were checked all the way from AUH to PIT. This was a huge inconvenience, but not the reason for my complaint. After departing AUH and my layover in AMS I arrived to Paris and after walking around the airport terminals for a while I finally found the proper check in counter for my flight to PIT. The First Delta Representative I encountered was extremely rude. I had just completed about 15 hours of travel and on my 2nd layover and was very tired. I told him that finding the right ticket counter had been very difficult; he replied that it wasn't his problem. This upset me as I imagine it would anyone under normal circumstances, let alone after traveling for so long and not having enough sleep.
After his rude and discourteous response, I proceeded to the counter to complete my check in so I could get my boarding pass and complete my long journey home. When the boarding pass was being handed to me, a Delta supervisor came over and said I had not completed the security screening and needed to go back in the check in line. I asked him if he could just complete the security questions there as I had already finish checking in and was about to receive me boarding pass. I also told him about the rude Delta Rep I had encountered and the fact he did not ask me any questions and allowed me to walk on to the counter. He argued with me and made me go back to the line. I went back and they asked me if I had packed my own bags, etc (This was quite pointless as I had already checked my bags in AUH all the way to PIT and only had my carry on with me at the time). The supervisor and Delta Rep also kept asking me about my association with the US Military and information pertaining to my job. I answered the questions regarding security but not about my association with the US military or my job as these should not have any bearing for me to fly.
After the questioning I was then escorted back to the counter to get my boarding pass which now bore the dreaded SSSS on it. They had labeled me as a security risk and I was treated as a criminal/terrorist the rest of the time I was in France. They kept asking if I was US military and what my job was at each point I was stopped to be checked. I felt like I was being targeted because of my association with the US military.They also searched my carry on and frisked me at every possible point on the way to the plane. I was journeying home for my sons 2nd birthday party and to attend a family Reunion that weekend as I work overseas in support of the military. I subsequently missed my sons birthday party as I was denied boarding on my scheduled flight even after being thoroughly searched as the Captain had been told I was a security risk and told them not to let me board the plane.
They waited till the plane was boarding to deny me access and embarrassed me in front of the other passengers. After the flight departed I was told I had to pay an additional $1666.13 USD in order to fly on the next days flight and if I didn't pay they would cancel my returning flights as well. I also had to purchase a hotel room for the night. This is outrageous. Then upon finally arriving to PIT, after my sons birthday party, my checked baggage just happened to get 'lost'. It was lost until the day I left PIT and continued on my journey to Indonesia, the Philippines and then back to Abu Dhabi. It was obvious that after my experience with the Delta Reps in Paris that my luggage was lost in spite. Its too much of a coincidence to have not been on purpose. I have been traveling for years. I have visited over 50 countries and flown several airlines and this is by far the worst experience I have ever encountered.
I know that I will be made out to be the bad guy from the workers there in Paris as I was alone and have no witnesses on my behalf, but I know I was treated incredibly unfairly and targeted because of my association with the US military. I was subject to less then hospitable treatment and suffered undue stress as well as undue expenses. Most importantly I missed out on a day with my family and my son's 2nd birthday party. I only get to see my family once every 6 months for a couple of weeks and each day is very precious.