Delta Airlines Complaint - unfair practice - Customer Serivce
SLC, UTAH -- In September of 2000 my clients were scheduled to take an Alaskan Cruise and purchased airline tickets on Delta Airlines. My clients are senior citizens and the wife developed a servere medical condition that prevented her from taking the cruise. the couple had purchased cruise cancellation insurance that covered them for the cruise but not the airline flights. They received their compensations from Princess Cruises insurance company in good order.
I then contacted Delta airlines and supplied them with a Doctors letter and requested Delta waive the change/penalty fee for the couple. They did do this and sent a letter to us that was to be used as authorization to use the credit on the tickets. Amount of 700.00. the letter states the present the letter along with the ELECTRONIC ticket receipts to a Delta ticket office and the new tickets would be issued. My clients waited for the wife to recover from surgery and then took their letter, electronic ticket receipts and a reservation they had made themselves with Delta over the telephone to a ticket office to get their tickets.
Agents working there refused to issued the tickets saying that paper tickets had been issued at some point and the copole would have to have them before they could proceed. An extensive search was performed by the couple, by me the travel agent, and by my host agency where the tickets had been issued. They were not found. The couple was forced to drive to their destination because time did not allow them to go through a lost ticket process.
I then proceeded to contact Delta and asked for them to concider waiving the lost ticket fee which is substantial. They replied that is was now too late to use the tickets because if had padded the 2 year period of validity. (tickets were issued Feb 2000) After some correspondence back and forth in which I asked for a higher athority to petition, Delta
1.removed all of the correspondence from my email file
2. refused to help the clients saying they were sorry but others had similar problems and it was just unfortuate.
3. Gave me a time line in which they acknowledged that paper tickets were printed BEFORE the letter was issued stating clients needed to offer their ELECTRONIC receipts to obtain their new tickets.
4. Ignored my request to take the issue to a higher athority.
This couple paid Delta Airlines for their original tickets and because of illness had to change their plans. They complied with all of Deltas conditions as stated in the offical letter to receive new tickets. They are of modest means and it is a severe hardship on them to be out this amount of money. Delta needs to , at this point, give them a full refund for their original tickets.