Delta Airlines Complaint - Unprofessional and rude agents
I Have been the Delta preferred member from past 10 Years. I remember the time 9 years ago when you were greeted by very friendly Delta agent to the agents now who would not even say hello to you, just nod their head after you greet them. My recent experience with Delta has been a nightmare. My parents were flying to India from Atlanta airport On July 27, 2009 Flight
DL 0184 at 8:05pm. The reason they choose this flight because they are over 63 and did not wanted any connecting flights. They wanted straight flight to India.
By the way they always love to fly by Air India. I advice them to take Delta this time and not only that I also enrolled them in the so called sky mile program.( I am the Platinum member and so is my husband. well that does not mean anything to this Delta people anyways).
So we arrived at the airport at 5:30pm and were standing in the line at the check in counter from 5:50pm. My parents were finally able to check in at 7:23pm. Agent name Michael D was checking them in. They had four bags and were taking additional bag with them. Michael checked their four bag in and advice us it would be $200.00 for additional bag. My dad took out $200.00 for the additional bag to give to Michael. At that moment (7:33pm) Michael informs us my parents are going to miss their flight since it was too late. Passengers have already started boarding and their is no way for them to get into this flight. He told has very rudely we should have got to the airport 2hrs prior to our flight. Well we were standing in line right in front of them from 5:50pm, flight was for 8:05pm so technically we were 2 hrs prior to our flight time.
We told Michael we were two hours prior to our flight time and standing in the line from 5:50pm so how is it or fault for missing the flight. Michael kept arguing with us that we should have been on time at the Airport which is 2hrs prior to our flight time. When we argued and asked to see the camera to check since when we were standing in line on time another over smart agent informs us we should have been 4 to 5 hrs prior to our flight time. I demanded to show me where it says on website or anywhere else that passenger is suppose to be 4 to 5hrs early prior to their flight time, he walked away. Mean while Micheal kept telling us that were going to miss this flight They have closed all the door etc etc. I asked Michael to reschedule them for another flight which he refused too since that was the last flight.
Ok I understand that part so I asked him for next day and he said you have to buy another ticket. That made us very very angry. I asked him if Delta would pay for their flight since it was not our fault for missing the flight he said no. He kept on saying we should have been on the time at the airport. I got very mad and asked him what part he did not understand. I asked him to check his security camera and he said no. OK My husband asked to speak to the supervisor and he called for one. It was getting late so I was frantically looking for Delta office or somebody to talk to. We asked to see if they would stop the plane since it was one stop destination. While trying to find Delta office or booth I saw a lady wearing Delta T Shirt so I explained her my situation and asked to see manager. She replies ” Well they called one for you. He should be here any minute. He is wearing red blazer so if you see one get him, she further said “I do not know which one I should call” and walked away.
I sported a guy in Red Blazer and told him he needs to hurry otherwise we will miss the flight. He took his own sweet time to get to our counter and when he did he was worst than Michael. Mr. Jose D is the worst supervisor ever. First thing he says” You people do not get here on time and than you miss flight, so what can I do”. We all screamed at him that we were on time check your camera. He still was being very rude and got my parents the seats number. He told us ” You did not even had seat number be glad I got you now. Since you have done this through travel agent its not our responsibility”. I could not believe my ears. Instead of apologizing he thought he did us a favor. Micheal had already checked our bags in so we had to get this flight otherwise we would loose our luggage.
My dad asked supervisor to let his extra bag go and was willing to pay $200.00 for additional bag. He refused saying “All the doors are closed”. My dad kept requesting him that ” Please Mr. Jose how can I leave my belonging here. Here is money for additional bag let us go”.Mr. Jose replied” It is not my problem you are travelling with excess luggage. You can give your daughter you bag to take back with her and stop talking and catch your plane otherwise you are going to miss it”. My dad again pleaded” Mr. Jose I am not sure what I have in that bag please here is $200.00 and let us check the bag in”. Mr Jose replies” Well you should know what you have in that bag since its your belonging and you packed it”. My dad argued he had 5 bags between him and my mom and has spread out everything so how can he tell what is in what bag. Jose the Idiot Supervisor with very poor communication skills kept on telling us you are going to miss the flight if you keep arguing with me over the bag. He further reminded us next time we are suppose to be on time.
It was 7:50pm by then. Since my parents Four bags were already in the plane they had to catch that flight. I am not kidding we all ran to catch the flight as if we our running for Olympics. Please bear in mind My parents are 63 and 66 and they had to run to clear security and catch train to get to their plane. My mother with bad knee almost had a panic attack.
I went to check with the Delta people to see if my parents were able to catch flight or not guess what. When I reached the counter Mr. Jose was telling other passengers about us. He was telling them how irresponsible we were and etc etc. Seeing me he stopped and looked at me, I asked him if my parents were able to make it and he said well they had plenty of time they should. I asked him to asked the computer to see if they did for sure Mr. Jose Hesistate for a Minute than as if doing me a favour asked me last name and informed me that they already did 3o mints ago. I told him that s not the right person so he asked my dad’s first name and complained for having same last name like the other passengers. Another Delta agent standing next to him explained him that Desai’s are like Smiths very common last name. He did “huh” and than said in a very rude tone” ya they did”.
I am extremely disappointed with this airline. Every year the service is getting wost from bad. Being Platinum member this is very very disappointing and sad. I am never ever going to fly with delta. My family travel through Delta twice a year. Delta has lost all our family business. No wonder this airline is not doing well. Why don’t the agent understand customers are the reason why they are getting their pay check. All Mr. Jose should have done was try to help us rather than fighting us and showing their powers.
Their are very good unemployed people. Delta should get rid off people like Jose and Michael who are ruining their name and reputation and hire Some good people who wants to work and not just collect their pay check.
I called this evening at around 5:00pm and was greeted by Mr. Eric Bastian who truly was walking example to great customer service. He apologize to me for my inconvenience and offered me $100.00 voucher or 5000 points.
I refused on both but I do appreciate him taking time to listen to my concerns and address that to his supervisor. People like Mr. Eric Bastian should be awarded for their professionalism and excellent customer service.
He was very patient and very professional. Reminded me of great Delta experiences decade ago. Its people like Mr. Eric who leaves up to that standards and People like Michael D and Jose G who has ruined Delta reputation. They should be fired.