Delta Airlines Complaint - Threatened by a Reservations Supervisor
TAMPA -- Listed below is exactly what I sent to Delta's Customer Service form online. I am waiting to see if I get any feedback.
I was on Flight _ from Houston to Atlanta prior to this flight. My father was travelling from another state and happened to be passing through Atlanta at almost the exact moment Flight _ landed there. We were to meet in Tennessee to go river rafting together and just spend some time together right before Father's Day. Since we don't get to see each other much due to my constant travelling for business, I opted to have my father pick me up in his car in Atlanta; thus I did not travel on the flight below. I called reservations to see if I could get any money back for not using that leg (we were already on the road heading to Tennessee when I called) and was informed it would cost me at least $150.00 since my ticket was essentially cancelled when I missed that leg, despite the fact that my return is on a different day.
I was on a cell phone and we got disconnected and I called back and talked to a _______ (spelling uncertain) located in a Tampa call center, who told me the same thing. I asked for a supervisor, and was put through to a _______ (spelling uncertain); I don't know if she was in Tampa or not. _______ was very sarcastic and hateful from the outset of the conversation, and told me the same thing and that was just how it was. I asked for her supervisor, and she said she didn't have one. I kept asking for her supervisor or boss and she kept saying she didn't have one and the conversation was about to be over. She then recanted and said there was no one "you can talk to here" and proceeded to tell me, in a VERY deliberate tone (seemed to be for the benefit of the recorded conversation to justify herself versus a heartfelt statement based on her tone) that she felt threatened by me.
I continued to ask for her boss, and then asked if she was the CEO of Delta/NWA, to which she basically would not reply. She then also mentioned (again, she had done this earlier) that the conversation was being recorded and they "would have a copy of it in Chattanooga" or something like that. I don't know if this meant to imply I would have difficulty if not being not allowed on the plane in Chattanooga or not; it pretty much made no sense at all to me (the statement) but I took it as a threat from Lorraine. Eventually, she hung up the phone on me. I proceeded to make other travel accommodations for less than the MINIMUM of $150.00 it was going to cost me with Delta. I own a small business and we travel a LOT for our work. I buy most of the tickets for our company; I just checked and I personally purchased 87 tickets last year from different airlines and my employees probably purchased another 50 or more.
I am hoping to get some satisfaction here, not primarily over the $150.00; if that is your standard policy so be it and let the buyer beware (although I DID check several of your competitors tickets from ones I had bought in the past and their fare rules indicated this COULD happen not WOULD). My primary interest here is in getting some type of feedback from someone in management or Customer Service (definitely NOT in the Reservations section, unless it IS _______'s boss - I am confident she has one) on this matter. I talked to someone on the phone in your SkyMiles program and they said I could expect a response within 48 hours from you on this.
I would like this to be a phone call from someone, not an email if this is possible. I invite you to listen to the tape of the conversation and judge for yourselves. As I indicated earlier, if one of MY employees talked to a customer the way I was talked to today, there is a very good chance they would be terminated from their position. Getting _______ fired is not my goal here; maybe she was having a bad day. I know I am on some antibiotics and pain medicine right now myself and not feeling real well. The following is not a threat, but a fact. If I do NOT get a response by the evening of ________, I will be sending out two emails. The first will be to all of my employees directing them to not use Delta (unless absolutely unavoidable) for business travel both due to your air fare polices as well as the LACK of customer service I experienced tonight. The second will be an email to myself, with the 2000+ business contacts in my Microsoft Outlook Address Book (approx. 99% of which are business contacts, and I couldn't begin to venture a guess as to how many flights per year are represented by them) blind copied telling them that, if I was them, I would avoid Delta in their travel plans unless unavoidable.
Again, I am not trying to threaten or intimidate anyone here with these statements. However, I am very serious about this situation and I will be following up on it. As the owner of my own business, I can appreciate the difficulties you have trying to achieve customer satisfaction.