Delta Airlines Complaint - Multiple Problems
Arrived at the Chicago O"Hare 2.5 hours early for the international flight. The Self-service Kiosk did not work, could not read passport (Others standing around had the same problem) but no attendant available to offer help in the event the problem was with the customer. Paid $200 for an extra piece of luggage and proceeded through security to the gate. About an hour and half before departure, the attendant announced that the filight to Kennedy was being cancelled and we were instructed where to telephone customer service for rebooking. No other explanations. We stopped at another gate and saw an attendant standing there. We asked her for help. Laticia was the bright spot. She was able to get us on a flight to Detroit=Amsterdam and then Entebbe and stayed on the phone about 45 minutes attempting to make sure our luggage was routed correctly. However, while we were receiving assistance, another customer was being chewed out by another Delta employee who was also waving her hand in the customer's face, in the same area (I think it was gate 6). This woman was telling this crying customer that she was going to call security while the woman was explaining that she had been at the airport for 3 days with no money, food and wanted to know why her name kept going down on the standby priority list. About 45 minutes prior to the initial departure plan and while Laticia was on the phone getting us rerouted, we received 2 automated phone calls informing us that our flight had been cancelled. Why wasn't this call made earlier? Upon boarding the plane to Detroit, there were several pilots and airline staff who seemed to get preferential treatment by staff in getting situated for the flight. How could this be when we paid $4000 for our tickets in economy class and no one seemed to care about us receiving quality service? We made it to our final destination but our luggage did not. Despite all of the work done by Laticia, it is ridiculous that all 5 pieces of luggage, including the one we paid extra for never arrived. It is 2 days later and still no luggage. We have flown, NW previously and found them more customer sensitive and efficient. This experience has been less than acceptable. While Delta, like other airlines had to deal with the recent snow storm and irate and confused customers, Delta could and should have done better. I know of other airlines that offered vouchers and meals in this type of situation but it seems that Delta is not as concerned about customer service, except for its employees. I cannot say that I will not fly Delta again because of limitations in international flights but I will use British Airways and AA the next planned trip in a couple of months. I am very unhappy and looking at other reviews, so are many other customers.