Delta Airlines Complaint - My Delta Nightmare - Delta's incompetence
Our Delta Nightmare
On March 24th, 2010 my wife, and son, were traveling from Orlando, Florida to Moscow, Russia on Delta airlines. They had connecting flights in Atlanta and New York city (JFK). Below is a chronological list of what transpired that day that culminated in an aborted trip, a berated wife, and a traumatized family.
• At 8:00 am on 3/24/10 my family departed Orlando for Atlanta aboard flight #1304
• At 10:00 am they arrived in Atlanta safely and made their way to the proper gate for the connecting flight to New York (JFK)
• At 11:30 am Delta personnel informed my wife and son that flight #166 had been canceled and that they would not be able to fly to JFK in time to catch flight #30 and that they would have to fly to LaGuardia (New York) and take a taxi (courtesy of Delta) to JFK (they assured us that they would make it to JFK in plenty of time to make flight #30 to Moscow).
• At 11:40 am they departed Atlanta aboard flight #1778 to LaGuardia
• At approximately 3:00 pm they arrived at LaGuardia (I was in constant contact with my wife and I informed her to go to the baggage area to claim her bags for the taxi ride. She did not locate her bags). I informed my wife to go to the nearest Delta personnel in the baggage area and report her bags missing. She did so, and they informed her to go to JFK in a taxi and not to worry about the bags.
• They left for JFK via taxi
• At 3:30 pm they arrived at JFK
• At approximately 3:50 pm they arrived at terminal 3 gate 7
• I informed my wife to speak with Delta personnel at the gate (T. Therline) and report that her bags had not been located due to a Delta mix-up
• T. Therline informs my wife to wait until 5:05 pm and come back to speak with her about her bags
• My wife informed me of that via cell phone. I immediately called Delta customer service 800-212-1212 and spoke with a Joan or a Jean about our predicament. (my family could not risk continuing to Moscow without baggage)
• At 5:00 pm I was on my home phone with Delta customer service and my wife via my cell phone when T. Therline informed my wife that she could not locate her bags. Delta personnel informed me to tell my wife to speak with a Delta manager and to get the name of the Delta person at the gate. My wife informed T. Therline of the request T. Therline became agitated (I was listening in horror) and said, “If you want my name, I’ll give it to you”. She could not locate the baggage still.
• At approximately 5:20 pm Delta manager Mohammed (we know his first name only) came to assist my wife regarding locating the bags. He could not locate them either. (I was still speaking with customer service on my home phone).
• At 5:25 pm flight #30 departed JFK enroute to Moscow without my wife and son on board. Delta still had no idea where their bags were.
• My wife and son were charged for a ticket back to Orlando and Delta refused to refund our money
I immediately called Delta customer service back to inquire about a refund and a flight back to Orlando courtesy of Delta. While in the process, Delta personnel (unnamed) provided my wife with two (2) vouchers for $649.62. I was informed of that fact at a later time and was infuriated as Delta should have refunded the entire amount of the trip ($1,726) and flown my family home. I informed Delta customer service that I would NEVER fly Delta again and that the vouchers were useless to me, and that I wanted a full refund. They basically told me that I was out of luck. Over the next two days I attempted to speak with Delta customer service and Corporate Delta customer service. I have a list of the names and numbers of the people that I spoke with. However, this information is irrelevant as they all stated the same thing, “no full refund”. Remember, my bags were still missing as of March 25 midday.
As of April 7th, 2010, I spoke with Andrea at Delta Corporate customer service, I was unable to obtain a any cash refund from Delta. All that I was able to obtain were the aforementioned vouchers that are worthless to me.
Parenthetically, my bags were located and returned to me 3 ½ days (Saturday March 27th, 2010) afterwards for the first one, and 6 days for the second one (Tuesday March 30th, 2010) for the second one. This is proof positive that Delta had no idea where our bags were and that they caused my wife to miss her flight to Russia. Remember, my wife and son were not traveling to Moscow as a final destination and that they could not continue and wait in Moscow for their bags to be located. They were traveling to another city (about 1000 miles north east of Moscow) and had a train ticket for this travel already in hand.