Delta Airlines Complaint - Delta added unnecessary added stress during time of grief
We arrived at our home airport (GEG) to travel to my mother-in-law's funeral (BUF) on 7/14/2010 to find there was a huge line of people that were being re-ticketed due to severe weather in MSP. We totally understand that Delta has no control over the weather so we pleasantly allowed the attendant to re-ticket us from GEG to SEA later that night (on Alaska Air) and then take a red-eye flight to PHL and then on to upstate NY on US Airways the next day.
When we arrived back at the airport later that evening (with plenty of time to check bags and get through security for our flight to SEA) the Alaska agent said she couldn't issue us boarding passes because the Delta attendant hadn't re-ticketed us properly and she would have to get a Delta employee to fix the problem. She tried to call the Delta customer service phone line but discovered (as I had earlier in the week) that the recording there says "due to the high volume of calls we are experiencing at this time, we are unable to help you...click" . Yes click, not “your hold time will be long, can we call you back?” just disconnect.
Anyway, she immediately called the Delta counter and found no one there. She then paged them to call her which they did in a few minutes. They said they would come over with new vouchers immediately. We waited for nearly 45 minutes for the Delta employee to bring over the new vouchers which then gave us a very narrow margin to catch our plane and we ended up running through the airport to do so.
So after 12 hours of being in airports we had made it 300 miles. In SEA we had to have the US Airways agent issue boarding passes for PHL. When they started to do so they realized the Delta employee had written us 2 vouchers for the PHL to ELM flight and none for the SEA to PHL flight. We then had to leave our daughter with our carry on luggage, trek all the way out of security and find a Delta counter where after waiting in line we were told they couldn't help us and we had to go to a "Customer Care" counter. We did this and they did re-write the vouchers but we then had to go back through security, find our daughter and the gate and once again had a very narrow margin to catch the flight. The flight from PHL to ELM was uneventful.
Then on our return trip today (BUF to MSP to GEG) which had not been altered in any way from our original reservation, we waited in line curb-side for about 15 minutes only to be told he couldn't issue boarding passes but he couldn't tell why, we would have to go inside. We then went inside where there was a huge line and after waiting another 15 minutes or so were told by the agent (who by the way acted like it was our fault!) that she needed a ticket number in order to issued the boarding passes. I had a confirmation number and the itinerary but apparently these were not good enough. After another 10+ minutes on the phone she was able to obtain a ticket number and issue our boarding passes. At this point the agent's demeanor changed to a little more friendly and she did walk us up to the front of the security line but once again we found ourselves running through the airport to catch our flight because the gate agent said they wouldn't hold the flight for us even though the inability to issue the boarding passes was a Delta error and not our tardiness.
We did make the flight although I have no idea how and thought we were home free- just one more flight from MSP to GEG and we'd be home. We had our boarding passes for the flight and did not anticipate any other problems ...wrong! At the gate when the agent took our boarding passes to scan them she says there's a problem and we can't get on the flight. Are you kidding me? Eventually she did solve the problem and we arrived home on time but the way we were treated while in the stressful state we were in, having just lost my husband's mother and having paid nearly $2500.00 for 3 tickets to the east coast was simply not acceptable.
Again, we totally understand that Delta has no control over the weather (although I must throw in that I did check the FAA web-site in Minneapolis while we were waiting to be re-ticketed and they showed less than 15 minute delays due to weather) however, due to two Delta employee errors we were caused an unbelievable amount of extra stress that was absolutely unnecessary and, quite frankly could have caused my husband to have a break- down given the incredible amount of stress he was under anyway due to his mother's death.
It is simply not acceptable that we paid triple the amount per ticket as other passengers on the same flights and got treated so poorly.