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delta sky miles/comair / overbooked flight and denial of seats booked with skymiles

1 KY, United States

My husband and I are both longtime sky miles members of Delta and fly
frequently for business and pleasure. This past week, we planned a
family trip to Ft. Myers fla which was booked in September using sky
miles and companion certificates. I confirmed this trip twice with sky
miles representatives since the website would not allow me to check in
online. I was assured that we were confirmed but that we couldn't check
in online due to one child being a minor. However, when we arrived, we
were at the gate early and still not allowed to get seat assignments.
Apparently, Delta sent a much smaller plane and we were bumped because
the plane was oversold. We were not offered any compensation. We were
simply told that they would try to rebook us on another plane, even
while the gate agent was telling me that there were no other flights
from cvg to ft myers that day. Tonya Mullins, the gate attendant, was
very upset and very rude to all of the guests who were bumped. We had no
idea that simply because 3 of our tickets were with skymiles that we
would not have seats confirmed, or I would have purchased the tickets.
This is not consistent with your ad that there are no restrictions, etc.
We finally got flights to Florida that day through customer service at
the airport. The only way we could get there was to fly to Dayton, Ohio,
and then atlanta and then to Sarasota, and then rent a car and drive to
Ft. Myers. Our costs were greatly increased, we lost our hotel
reservation that night and when we got to Sarasota, we had no bags, they
had been sent on to Ft. Myers. The baggage rep. told me it might be 48
hours before the claim could be processed as their computers were down.
We were told to try driving to the airport in ft. myers, which we did,
but of course, no one was there as it was after midnight by this time.
We finally got our bags the next day at the original hotel we had booked
but our Christmas trip was shortened by an entire day and a lot more
expense to us. We arrived at our hotel at 3:00 a.m., with our children,
when we should have arrived at 1;30 that afternoon. I am amazed that we
were not offered any compensation for this or at least a refund on some
sky miles or future travel. If we had known we would be bumped, we would
have taken the offer for compensation, but we were repeatedly assured
that our seats were confirmed and we would be on that plane. Why would
you send a smaller plane than was scheduled when the flight was
overbooked? I intend to cancel my Amer. Express Delta card and begin
using skymiles with another carrier unless there is some recognition of
the disappointment and frustration and added cost that this decision
caused my family.

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