Delta Airline Complaint - Worse Customer Service Ever!
BUFFALO, NEW YORK -- On 12/25/08 I was given a buddy pass by a friend to go to Buffalo, NY and surprise my ten year old son for Christmas, who is currently living with his father. Getting there was not bad at all. I arrived a little late, but everything was fine. Now I have traveled with Delta airline plenty of times and preferred Delta over the rest. This was the first and last time flying with a buddy pass. Now I am aware of the procedure when using a buddy pass. If the flight is full, you would have to wait on the next. Fine, no problem! My flight to come home was a deal breaker. I understood during the Holiday season that it was possible that I would not be able to make it home in a timely manner.
As I set and waited for the first flight at four in the morning from Buffalo NY to Atlanta GA, I watched as the ticket guy "Roberto" got into a heated argument with an older guy. Not sure what was said but you could see that the words back and fourth were not friendly. After awhile I decided to go up to the counter and ask Roberto if he had an idea if I would be able to make this flight or not. He replied " You will know if I call your name!" Not once looking up at me. I thought that was rude but hey it was the holidays and everything was hectic. So I went back to my seat and waited. After everyone had boarded the plane Roberto gave me a seat 7a and closed the door. Now the plane was due to take off at 6:30am. He handed me my seat at 6:27am. I walked down the ramp and was seated in 8f because someone was already sitting in 7a, and the stewardess advised me to sit anywhere a seat was available.
After five minutes of being seated a stewardess came back and asked who was suppose to be seated in 7a. I told her that I was. She asked if I had a "Rep pass?" Not knowing what the was I told her that I didn't know. She turned around and walked away...6:35am now! Next thing you know Roberto is walking down the aisle. He stopped and looked at me and said "You need to get up right now!" I said "Why you just gave me this seat"? He said very nasty "It doesn't matter you need to get up and get off the plane now!" Now everyone on the plane is looking at me like I was some kind of terrorist. I was really embarrassed. Without another word I got up and exited the plane. I walked threw the tunnel and waited at the counter.
A couple of seconds later Roberto exited the tunnel. Not knowing exactly what had just happened I questioned him. I said "What happened why was I kicked off and you gave me that seat?" He stated in a disrespectful tone "Go and sit down and I will be with you later!" I said "You don't have to be nasty you gave me that seat!" He stated " First of all that wasn't your seat, that seat belonged to a paying customer!" Again everyone seated waiting for the next flight was listening to what was going on. I said " I understand that but you acted as if I forced myself onto the plane, when you are the one who gave me a seat, I just want to know what going on!" He said really loud " You never had a seat that was the other ladies seat. She is a paying customer and you are basically trying to fly for free, so you don't have a seat!" I said "It doesn't matter if I'm a paying customer or not you don't have to speak to me that way." He then said " If your going to sit there and argue with me you won't be flying at all!" At that point I decided not to continue going back and fourth with him. It was either that or to go to jail in Buffalo and be stuck there for awhile. After contacting my fiance to let him know what had just happened as I cried my eyes out from the embarrasssment, he advise me to get the guys name and his supervisors name and number. I walked over and asked him for his name he refused to give me his last name and told me his supervisors name was Chuck. He advised me that Chuck was downstairs back out at the counter pass security. Without another word I walked downstairs and met Chuck.
Chuck was very busy with a line that you wouldn't believe. I waited or him to get a quick moment. While I waited I heard Chuck calling back up stairs to Roberto and was very upset with him for sending customers back to him to reschedule their missed flights. I watched as they argued back and fourth. Soon Chuck got the opportunity to talk to me. I explained the situation to him. I was informed that Roberto had made a mistake. Once a paying customer seat was giving away to a standby the paying customer had missed their flight and needed to rescheduled. So those customers he let on the plane after me was not suppose to board the plane. That fact that I was flying with a buddy pass was no ones business. He violated the confidentiality policy of Delta Airlines by shouting out this information. What was really odd was Chucks response. He said that that's the way Roberto was and that he gets complaints a lot about his customer service skills. Now if that is the case, why is Roberto still employed with Delta? I think that Roberto should be fired and should not work in customer service anywhere. I was given another stand by ticket and was sent back up to where Roberto was. As I approached a seat and I heard Roberto telling another ticket person about our argument and how he started to tell me off. I think again that his actions were completely unprofessional and I will see to it that he never does this to a customer again. Paying or not! No one deserved to be treated like this. After spending a total of 15 hours in the airport on 12/30/2008 after the last plane left without me. I called my girlfriend to pick me up and I went back to her house, got on-line and bought a one way ticket home to Texas. Of course I didn't purchase the ticket threw Delta. I flew Air Tran, and they have just gained a new customer. I see why they were voted #1 in customer service. They were very pleasant!
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