Delta Airlines Complaint - Customer Complaint against Delta Airlines
DETYROIT -- I am writing to you regarding a recent incident that occurred while interacting with Delta Airlines.
I bought from my travel agent (a very skillful and diligent one) two tickets for my wife and my son for a round-trip fly from Detroit, MI (DTW) to Bucharest, Romania (OTP) on June 04, 2001 and return on August 13, 2001.
Their travel plans were as follows:
(1) June 04, 2001
depart from Detroit, MI (DTW) at 2.20 p.m.
arrive at New York, NY (JFK) at 4.10 p.m.
with flight Delta 4640 operated by Delta Airlines;
(2) June 04, 2001
depart from New York, NY (JFK) at 6.00 p.m.
arrive at Bucharest, Romania (OTP) at 10.30 a.m. (next day)
with flight RO 004 operated by TAROM;
(3) August 13, 2001
depart from Bucharest, Romania (OTP) at 11.20 a.m.
arrive at New York, NY (JFK) at 3.00 p.m.
with flight RO 003 operated by TAROM;
(4) August 13, 2001
depart from New York, NY (JFK) at 5.45 p.m.
arrive at Detroit, MI (DTW) at 8.00 p.m.
with flight Delta 4639 operated by Delta Airlines.
On June 04, 2001, at noon, when we arrived at Detroit Metro Airport we, unhappily surprised, discovered that the flight Delta 4640 operated by Delta Airlines was just cancelled (two hours prior to departure!?). The Delta Representative offered to put my wife and my son on a Northwest flight (Northwest 1868) to New York that would delivered them on JFK Airport at 6.56 p.m. Obviously, that was not an option as the connecting flight to Bucharest took off from JFK at 6:00 p.m. On top of this, their tickets for TAROM were NON-REFUNDABLE and NON-TRANSFERABLE and, in addition, the next TAROM flight for Bucharest was on June 06, i.e. after two days. I explained the situation to Delta Representative working at a Delta Airlines desk in Detroit Metro Airport. He, initially, stated that Delta is responsible ONLY for delivering the passengers in New York and that Delta is NOT CONCERNED with further travel arrangements of the passengers and he suggested to contact my travel agent and let him solve this problem that was actually caused by Delta. After tiring and frustrating negotiations (at least 20 minutes !!) he agreed to call from his desk the TAROM representative and to make another flight arrangement. TAROM representative declared, after I talked personally with TAROM representative for one long half-hour, that they are ready to transfer the tickets at no other charges for the June 06 flight if Delta can produce an official document showing that Delta considers itself culpable for this situation. Finally, Delta transferred the tickets for leg presented above as # (1) for June 06, 2001, and TAROM transferred the tickets for leg presented above as # (2) for June 06, 2001, same flights. Also, Delta produced a printed Military Excuse for TAROM. Nevertheless, I was in position to go back home with my family and the luggage and come again in two days, hoping that this time everything will go smooth.
While returning from New York to Detroit, for the leg presented above as # (4) on August 13, 2001, Delta flight number 4639 was delayed for three hours in New York. While I was in the airport starting 8.00 p.m. and waiting at the Delta arrival gate (A7) there was no representative from Delta to announce the delay, and the supposed arrival time for their flight. Anyway, I was getting accustomed with the very low customer support offered by Delta. Confused, I contacted the Delta desk and they gave me very little information about the delay (even their latest delaying information was wrongfully attested as two hours 'give-or-take' as they said while, in fact, the plane arrived three-hour delayed). During the three-hour waiting at the gate there was no Delta representative present to give information in this matter.
Copies of this letter will be sent, simultaneously, to:
Delta Airlines Headquarters
Delta Air Lines, Inc.
P.O. Box 20706
Atlanta, Georgia 30320-6001
Aviation Consumer Protection Division
U.S. Department of Transportation
Room 4107, C-75
Washington, DC 20590
Customer Care Office #980
Hartsfield International Airport
Atlanta, GA 30320
Thank you for your time and concern!
To help keep me as a potential future customer, I would like the following:
Kindly note my requests to Delta Airlines:
(a) A financial compensation in the amount of $48.61 representing the extra-day-off I was forced to take from work in order to come twice at Detroit Airport for departure;
(b) A financial compensation in the amount of $6.00 representing the parking fees at Detroit Airport covering the time wasted in discussions and negotiations with Delta representative on June 04 about the cancelled flight and for changing the travel arrangements;
(c) A financial compensation in the amount of $12.00 representing the parking fees at Detroit Airport for the three-hour delaying time during waiting the flight from New York to Detroit (see leg #(4) above mentioned);
(d) A suggestive financial compensation in the amount of $1.00 as moral reparation for the tremendous quantity of stress and frustration that Delta, by its representatives, put my family through during this situation.
Please note that I will not accept Delta vouchers or other methods of payment redeemable in connection with Delta Airlines BUT only a check or money order on my name payable in US Dollars.
Thank you for your time and concern.