Delta Airlines Complaint - "Although we are all Delta I can't help you with a Northwest ticket"
I am 5 year Platinum flier who was forced into the Delta merger of hell. At the beginning of the year I was a little excited of the merger which meant more straight flights until the flying actually began...
I have allot of experiences so I will speak on my very last experience. I was traveling Dec 28 leaving BWI going to DTW in the afternoon. I used a previously purchased ticket (I purchased the ticket on Dec 27 on NWA.com) to purchase the Dec 28th ticket (also operated by NWA). I phoned the Elite line to exchange the ticket (the elite line was the best thing since sliced bread when NWA was in order since they changed it completely to Delta this month it is absolutely horrible) For me traveling so much you can imagine I exchange tickets quite a bit and I know the rules very well. After 10 minutes on hold (I have never been on hold more than a minute when NWA was in order) I got an agent, I explained I needed to exchange the ticket for the another travel date...she pulled the ticket up, she entered the new flight itinerary into the previously purchased ticket and she informed me that I would have to pay a 150.00 change fee. I informed her that it is within the 24 hours so its part of the customer first so there shouldn't be any change fee at all. She then told me "That must be a Northwest thing we don't have that same policy" At this I went into question mode. I then asked her the ticket is a Northwest ticket correct? she answered yes. I then asked her can I speak with a Northwest agent that can help me? she answered I am the Northwest agent, Northwest and Delta are merged. I asked her to just cancel anything has done to the previous ticket and ended the call.
I eventually gave up on calling back to the elite line and just went straight to the airport. One luxury of traveling a great deal is you start to see the same agents in the airport I luckily know 2 of the Northwest agents at the airport. I explain what I wanted to do to the Northwest agent at the airport and within 3 minutes my ticket was issued with no change fee and I was walking towards the gate with the ticket in hand.
I have this issue allot where Delta agents not familiar with NWA tickets, policies and system. Although I am a patient traveler and I do believe honey is better than salt...I find myself very frustrated by the answers I receive from these agents.
As I stated earlier I have allot of experiences and this is probably one of the lightest complaints compared to the others I have. Next year Continental airlines will receive my business as I am not seeing anything positive with the merger between Delta and NWA. They have really down played the customer service not only overall but also to those heavy travelers such as myself.