Delta Air Lines
United States - 30320-0980
France & European Countries
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.
I'm a platinum medallion member with Delta. I travel weekly for my job, and unfortunately, you have to go out of your way to NOT use Delta - they have so cornered the market in many locations. From now on however, I will drive out of my way to airports that use other airlines, and pay higher rates if I have to - just to avoid using Delta. I'm tired of their constant delays and cancellations, their nonexistant policies or abilities to appease 'wronged' customers, and the uncaring and unhelpful attitudes of their staff. I blame it on Delta's upper management team - whose attitudes, abilities and ethics are reflected throughout the company. I kept track and found that for me personally, Delta 'underperforms' (causes me to be late to work or late home) approximately 30% of the time. If most other industries had that bad of a record, they would be closed down. I propose a boycott until they change their ways.
Flew Delta out of Baltimore/Washington to Atlanta, Ga. When tickets purchased a wheelchaire was requested since I have had several Strokes. Well... even though it was on my ticket "wheelchair request" I couldn't get one. When I finally got to departure gate I ask if I could board first due to my disability and was told by agent that only first class customers board first and they do not let disabilited customers board prior to the number on their ticket. There were no seats at the boarding area because most customers had their laptops, carryons, coats on several seats. Probably those first class customers. When we got to Atlanta Ga, I asked for a wheelchair and got no help again. What an airport to get to lugguage pickup when you are trying to walk with canes. I found a seat at one point and cried with pain.. did I get any help? NO... The return trip was the same, couldn't get a wheelchair or help. Delta you need to have customer service training programs. And I mean for all passengers, not just your first class passengers. I have attempted to contact Delta with my complain, but they are ignoring me. Guess they figure I'll go away, which will probably work in their favorite. But I won't fly with them again if I don't get a response and at least someone letting me know that the is being handled and won't happen to other disabiled passengers. Linda
WARNING! Delta Air Lines employees giving out FALSE information at LAX - you could be charged as much as $600 for one piece of baggage! Customer service will IGNORE you! You will NOT get any money back!
My finacée and I arrived at LAX for departure to PVR (Puerto Vallarta) for a two week trip over the holiday season 2008–2009. At the check-in counter at LAX, a DELTA ticket agent informed us that fee structures had doubled as of July 2008, and i would be charged $300 round trip for my surfboard. I was outraged at this fee, and argued with the DELTA agent for about 15 minutes, until finally I relented and paid the exhorbidant fee.
Dismayed at having spent about the same amount of money on oversize baggage fees for my surfboard (6'2' shortboard, under 10 lbs, in protective bag), I asked the DELTA agent again to reassure me that this was the sum total of the fees I would pay for oversize baggage fees. She confirmed and gave explicit instructions that I should keep the receipt for $300 safe so that I could produce it upon my return to the Delta Ticket agent in PVR.
Two weeks later, I handed my receipt over to the DELTA ticket agent in PVR and explained that I had already payed the fee. I was then told that my receipt was in fact only one-way from LAX–PVR and that I would be charged another $300!!! (Actually - $311.25 with tax). My fiancée and I repeated the information we had received from the DELTA ticket agent in LAX to no avail. We asked to speak to the manager on duty, but were told that we would have to wait almost 2hrs, which would put us in danger of missing our flight. We were advised to pay and take up the issue with DELTA customer service after arriving home in Los Angeles.
So, without any reasonable recourse, we followed the DELTA ticket agents advice to solve the matter through customer service. I emailed immediately after getting home with a complete description of the events, and stated clearly that had I been given correct information upon check-in at LAX from the incompetent DELTA ticket agent, I would NEVER had agreed to pay $611.00 for my surfboard, instead I would have sent it home in a taxi, but under no circumstances have agreed to pay $611.25.
After three emails, and two phone calls to DELTA customer service, I have now been completely dismissed and ignored. I was given a form letter apology that I had been given incorrect information, and that my email would be used for training purposes, but beyond that there was nothing DELTA Air Lines would do to correct the situation. I have sent multiple emails since then requesting the official Delta Air Lines business name and agent for service, as well as their legal department phone number, but have been continued to be ignored. The DELTA customer service lines of communication had been cut off and I had been dismissed for good. DELTA would use my emails for trining purposes and keep $600 of my hard earned dollars, only $300 of which I had reluctantly agreed to pay.
It isn't fair that DELTA can hold their passengers hostage at airports, give out incorrect information that leads to cost prohibitive fees, then treat their customers politely like garbage until finally just ignoring them. DELTA has proven to me that they would rather hide behind a screen of corporate policy, than actually investigate my case, which was legitimate and truthful.
I spent an extra $311.25 as a direct result of incompetence on the part of a DELTA Air Lines employee, and now I have no recourse but to file a small claims court case, which I am currently in the process of doing. I am outraged at being treated so poorly, and at being dismissed without any investigation into my case.
WARNING!!! Delta Air Lines ticket agents are giving out FALSE information that can cost you as much as $600.00!!! DO NOT trust DELTA employees to give correct information, and DO NOT expect to have any recourse with DELTA customer service after you pay. DELTA is in my opinion, a consumer unfriendly corporation that only cares about taking your money, and hiding behind a veil of incompetence and corporate policy.
On our last trip to France leaving on the 27th of December fron richmond, VA to Nice France via NYC and London, after hours of waiting our flight to NYC was CANCelled . So great was the despair of people that Delta sent a bus leaving late from Richmond to NYC.
My partner and I was re route to Atlanta to catch a later fligh to London, this flight to London when we got to Atlanta was over sold. SO they put us in an hotel late at night.
When we got to our final destinatiojn all 3 luggage were missing in action. They 2 days and half later.
On the way back everything went oK until we 've got to NCY to oour last part of our long trip bakc to Richmond. Delta had such a disorganization that we could not even get through the doors and waited outside in the cold.
We finally got to Richmond that same night late and again w/o luggage but one.
The one that got there was a mess: they broke a bottle of cologne and spell tea all over the inside.
2 weeks later one of the luggage is still lost with expensive clothing such as Tuxedos and italian shoes!!!
The entire Delta Skymiles program is based on trickery and deceit. It is rigged in every detail to circumvent the practical use of the points you receive, whether through blatant, extravagant nickle and dime charges, to subtle engineering of the web site or advertising copy so as to obfuscate the rules of the program. Did you know that it will cost you $75. to "redeem" your miles? It's as if you went to the bank and had to pay them to withdraw money from you account. Shame on you Delta. Pluse, the travel awards that are available for Skymiles are the bottom of the barrel, flights that stopover in states thousands of miles from your destination, forcing you to travel for 8 hours on what might of been a three hour flight. I checked both itinerary searches on their site, the one for regular bookings, and the one for Skymiles. They are not equivalent. The Skymiles booking area returns only the odd time, stopover laden, flights that nobody cares to fly.
On Jan 4 2008 I flew from Santa Barbara, ca to Montgomery, al. Flight originated on US airways and in Pheniox was delta. Flight from Pheniox was delayed about half hour and was very overbooked (something airlines do because of no-shows), but I made the flight. So, when I arrived in Atlanta this when the big issues started. When I got off the plane the customer service person at the gate told me she would call my departure gate and tell the plane to wait. So, like a fool I ran 3 gates away only to find that the plane had already left! I was 2 minutes late and the attendant at that delta gate told me 'we don't hold planes' and proceeded to give me the worst attitude! There were 5 more people who were trying to get the same plane which I found out was also very over booked. To make a long story short Delta gave my seats away and new dam well my flight was coming in late and just decided to screw everyone over for that flight which was the last flight of the night. They would not give me my luggage, and wouldn't even give me kind or understanding words. I got rudeness, and more rudeness from flight attendants to customer service. Most of the folks were African american and maybe I just don't get the attitudes in the culture, but I think they were racist against me. One of the customer service reps actually started singing to herself as if to piss me off while I was telling her my situation! A pregnant woman in front of me was very upset and they threatened to call security on her if she didn't leave the desk! Delta sent me to a roach motel for the night with no luggage, no toothbrush and nothing but the clothes on my back! The next nightmare was the hundreds of people waiting for the hotel shuttles that were running till the wee hours of the morning all thanks to Delta! Got into the roach motel at about 1am and caught the earliest flight at 11:45 as all the early ones were all booked. As if all this wasn't bad enough I was asking about my bags and the dam rude customer service woman told me they would be on the same flight with me... They were not and as of 10pm I still don't have my bags and still have the same clothes on!! Delta says sorry a lot, but they don't mean it. I am tired of seeing their bright smiley faces on their adds and when i see them in real live it is the exact opposite!!! SHAME ON DELTA!!!
This is a short story of my bad experience with delta airlines. this shows how delta is trying their best to cheat their customers. I will never fly with delta again – if you want to get the service you pay for – I recommend avoid delta at all cost!!!
In december 08, I was flying to turkey on 23 december. among the alternatives, I have chosen delta so that I could avoid the paris airport congestion (had a delayed luggage experience before). delta, instead, offered flying from detroit to jfk and then with a direct flight to istanbul. for delta, I ended up paying almost 45% more for the fare so as to be able to avoid europe transfer.
My flight to jfk was at 11am on 23 december and I received a phone alert from delta at 7am that day (I was about to leave the apartment at that time).
The message was stating "... your flight time is rescheduled and your flight will depart at 10pm on 23 december". I got worried since my connection flight at jfk was at 4h30pm on 23 dec - I was definitely missing that flight. so I called delta to ask for the change in my connection. the response I received was that the detroit-jfk flight time is rescheduled as 2pm - not 10pm. hence I wouldn't miss my flight in jfk (as they said). I was relieved from my anxiety and went to the airport around 12.
The flight, which was rescheduled to depart at 2pm, left at 3h30pm and I eventually missed my connection flight from jfk.
At the jfk, I called delta customer service to ask about the next flight and they put me on a rome flight the next day. note that I was supposed to fly to istanbul from jfk with a direct flight and my fare was quoted for no-connection, hence the rome connection was delta's another terrible customer service example.
I spoke to the delta staff at the airport so that they could put me in a direct flight and they said they cannot do anything - a big lie. I told them what I should do until 24 december and asked them to fly me back to detroit - they refused. when I told them they should compansate me for the overnight layover, they blame that the delayed flight was due to “weather”. I was shocked since there was not a weather issue that day and all other flights left detroit airport on time. I then called the detroit airport to confirm my suspicion and got the confirmation that the delta flight was delayed because of its late arrival which was not caused by weather.in essence, delta was trying to bluntly cheat me by blaming the weather for their fault and load the layover expenses over my shoulder. I went back to the staff counter and after a lengthy argument got 1 night accommodation voucher and $7 meal voucher. needless to say their choice of hotel is awful and $7 meal voucher is a joke.
Next day, 24 december, I went to the airport in the morning. my rescheduled flight to rome was at 5pm. at about 2pm, I noticed that the rome flight was delayed and will depart at 6h30pm. the problem was that I was not going to make the connection flight at rome. hence I called delta customer service to ask them whether they could do anything about it. they said they know nothing about the delay – ignorance is a bless for delta. I had to guide them to their partner’s website (alitalia) which they were able to book a ticket for but cannot know about the flight schedule changes. they said they cannot do anything about it, neither knew what will happen when I got to rome and missed the flight. delta is absolutely ignorant!!! they simply wanted to offload the passenger to alitalia to deal with. I told them that there is another delta flight from jfk to rome at 5pm and it is leaving on time so that I could catch my connection in rome. the rep said the flight is full - I asked to be upgraded to business class so as to be able to make it on time. with a terrible attitude, the rep said delta ‘won’t do it” no matter that business class seat goes unfilled and that I was treated favorable by delta by 1 night overlay compensation. when I asked about my compensation for 1 day lost vacation, inconvenience in having to sleep at a rundown hotel, having to fly with a connection instead of direct flight to istanbul, delta was completely ignorant and didn’t care. they just wanted to take the money and run away from responsibilities.
Lastly, when I went to the alitalia counter for check-in around 3pm, the girl at the counter said that usually delta does a terrible job in rescheduling the luggages whenever there is a flight change and suggested me to check the scheduling of my lug gages. I called the 800 number of delta for my luggages, I couldn’t get through for 20 mins and had to go to their terminal (alitalia’s terminal is different than delta). I asked about my luggage and they said it was scheduled to depart jfk on 28 december – my flight was supposed to leave on 24th december!!!, I asked my luggage and took them to alitalia to check in with the same flight I am flying with.
Once I got to rome, I missed my flight and gave delta a call - as you guessed they said it is alitalia I should be dealing with - what a service!!! I eventually made out of rome early in the morning and had to sleep in the airport.
The moral of this experience is avoid delta, don’t presume that you’ll get any decent service or compassion from delta no matter what they do with you once they get your money. I have been telling this story to everyone I know and one of the leading comments is that this complaint wouldn’t change delta and they would operate as they do now. I disagree. we could teach these companies to treat customer with dignity, provide the services paid for or compansate whenever there are inconveniences. examples are there air france upgraded me to business class in the past in a similar situation, klm gives voucher for overnight layovers caused by their fault (not just a lame hotel and $7 meal after trying to cheat by blaming on the weather). others such as japan airlines, virgin and southwest are all great in how they treat their customers. I so regret that northwest, after being taken over by delta, will become like them in the near future. I just hope they won’t become like them.
Company delayed my relatives on a flight from Russia (Moscow) to USA (San Francisco) via Atlanta on December 25th.
Flight was delayed leaving Russia under a false pretense of a unruly passenger on board (who was removed by Russian security forces in assistance with Delta personnel). Connecting flight from Atlanta was NOT delayed leaving Atlanta and left just as Moscow - Atlanta flight # 47 was landing.
Delta ground staff was displeased at the fact that they have to accommodate delayed passengers and used the fact that most passengers had limited command of English language and issued them a hotel voucher that was NOT enough to completely cover overnight stay and did not provide any food to passengers.
Problem was exacerbated next day when Delta did not send a big enough bus to accommodate all passengers at the hotel (to be brought onto another flight to SFO) and created additional roadblocks for passengers by NOT assisting them in getting correct boarding information.
Collective letter was written by passengers to address the problem of poor customer service, but no response was received from Delta
I traveled through Delta airlines last night from Atlanta to Houston. I was booked on DL-5871 (Scheduled...
Ms Georgia Verdier
161 Wall Street
Corning, New York 14830
PO BOX 20980
Atlanta Ga. [protected]
To Whom It May Concern:
I am Georgia Verdier, one of the individuals mention in the letter listed below, written by Ms. Credle. I am writing regarding luggage charges. On departure from Spain, several of us had our luggage weighed and was told it was “Heavy, ” as the figures were not shown in English. Many of us questioned the weight because we had carefully avoided the problem of over weight. On arrival home, my bag was slightly less than 50 pounds. However, I was charged 120 Euros, with our dollar valued at $75.00 to their $100.00. The scale they used stated that the cost would be rated according to the weight, beginning at $50.00, however, this was not done. Several of us believe we were grossly and unfairly charged. I hope you have heard from others who were on the same trip, encountered the same problem, and voiced their displeasure in the airport. Please inform me as to what can be done to rectify this problem.
251 Steuben Street
Painted Post NY 14870
November 26, 2008
PO BOX 20980
Atlanta Ga. [protected]
Subject: Poor Service
To Whom It May Concern:
I am wishing to file a complaint regarding Delta flight # 6207 from Rochester to JFK, which arrived late, causing us to miss our flight to Madrid, Spain.
Georgia Verdier, Cleo Watkins and myself were traveling to Madrid Spain on Sunday 02/11/08 via flight # 6207 from Rochester NY @ 4: 30P and were to arrive at NYC/Kennedy @ 6:10 P. The plane arrived late to Rochester; therefore causing us to arrive at JFK late, and then sat on the tarmac for 30 minutes waiting to approach the gate at JFK. Our concern was expressed to the steward who said the connecting flight # 126 was aware of the delay and assured us we would make our connection. Unfortunately, by the time we got to the gate they had closed the doors five minutes earlier. We ended on a$ flight to Malaga #DL162 than another Iberia IB 0221 to Madrid which arrived too late for our tour director to escort us to the hotel and the tour of the city. This delay caused us to miss the first day of our vacation tour and cost us an additional 39.00 E for the cab to the hotel. Although we had an option of leaving from the Corning/ Elmira airport, we decided it would be easier to leave via Rochester, as we would have to change planes in Spain, which would have been more difficult then doing so in the US. In essence, my son had to drive us over 100 miles one-way to Rochester and pick us up, to avoid changing planes in a foreign country. For all the good it did us we could have flown out of Corning.
I called customer service on 21/11/08 and spoke to a Ms Humaira about my displeasure. Ms Humaira advised that I would be receiving a $50.00 voucher towards a future flight (within one year). I do not feel this is adequate compensation for the inconvenience and costs that we had to endure. I am sure you can do better than that. Is it my advice that AAA should think twice about using your airline when you show such disregard for poor service.
1284 Dryden Road
Ithaca NY 14850
161 Wall Street
Corning NY 14830
19 Roberts Avenue
Corning NY 14830
We have been loyal customers of Delta for many, many years and several times in the past used their skymiles program to take trips. We have found in the past the airline to be responsive and the customer service representatives to be helpful. However that does not appear to be the case any longer. I wanted to put out a warning to anyone who might be considering flying Delta or using their credit cards for the frequent flyer miles. Their customer service, along with their other services, has been rapidly declining. Our recent experience with several customer service representatives and the Delta website left us frustrated, angry and flightless.
My daughter has been working hard for years to graduate from high school with a college associates degree, several scholarships and as a member of the top ballroom dance team in the US. Needless to say this doesn't give her a lot of time to relax. As proud parents, and in appreciation for the scholarships she earned, we are using her graduation, not to mention the money we will be saving on tuition, as an excuse to start planning a big graduation trip. We love to travel and will use any excuse we can find and giving her some time to relax after years of hard work seemed like a good excuse to me.
We have saved Delta frequent flyer miles for years, flying with Delta and using their frequent flyer credit card faithfully to save miles in anticipation of a big trip. We have used these miles in the past and while it took some work and compromise to get flights, we found the customer service people were very helpful and we ended up getting flights that worked for us. We expected to have the same experience this time and had no trepidation about getting flights as we were starting our search many months ahead of time.
The first step to get these (not anywhere near) free flights was transferring miles from various accounts (mine, brothers) into my husbands account to have enough miles in the same account for the international flights we wanted. Now 1 cent per mile, plus a $30 fee doesn't seem like that much when you read it, but it sure adds up. To transfer 30, 000 miles that ends up being $330. Of course you can only transfer 30, 000 miles at a time so there are more fees if you transfer more. Fortunately for us we didn't need to transfer more than 30, 000 from any one account, but we still ended up paying around $760 for the transfers. We thought in the end it would be worth it considering the costs of international flights and the fact that we need 3 tickets. Of course if you get international flights with frequent flyer miles it will cost you around $200 in additional fees to reserve the flights, so the costs would end up being around $1360. Pretty good for 3 international tickets, though we have to do a lot of work and not get our first, second, tenth, twelfth choice of times and places to fly, but certainly not â��freeâ�� and certainly not a good deal if you can't get any flights.
Now all the miles are in the right place it's time to start to try to reserve our flights. The website is, to put it simply, terrible. I'm fairly savvy at working around these difficult websites having reserved many flights before. However I found this one beyond frustrating and was unable to reserve a flight. The calendar changed constantly (even between steps of a single session) I later learned from the developer's blog that it was essentially because it was too computer intensive to show all of the flights on the calendar. Their technical workaround? Essentially to show random (and apparently also some nonexistent and/or fully booked) flights, since they couldn't show them all. When I managed to wrestle a flight I wanted into existence, I would invariably get 'There is a problem' or 'please try your request again' or â��this flight was just fully bookedâ�� when I tried to book them. This same thing would happen again, and again, and again.
After several days of trying to work with the website I had some time so I called the number provided, figuring I'd go ahead and spend the extra money and see if they could help me. After all they had been helpful before when I was trying to reserve flights. I was on hold until, as the sun was sinking in the sky, I had to hang up. 2 days later after unsuccessfully trying to use the website again, I called and waited on hold again until finally I got a live, though snippy, person. I was told that I couldn't make reservations because it was my husbands account. Ok, that's understandable. I'll keep trying to use the website, I thought, and if I can't get a reservation my husband can call when he has timel.
My husband called 2 nights later. By now I had been trying to reserve flights for around 2 weeks with no success, mainly because of the website who's programmers appear to be as competent as our current crop of politicians. My husband put the phone on speaker during the interminable wait on hold, so I heard the whole conversation. It went something like this:
Husband: I'd like to reserve an international flight with my frequent flyer miles, we need to have skysaver flights as we don't have enough miles...
CSR (interrupting): What cities?
Husband: Ideally we'd like to fly from ___ to ____ around May 25th, returning around June 10th, but we are flexible.
CSR: I'm only showing Skychoice (expensive in miles) flights for those cities around that date
Husband: We have found another flight that would work, but we've been unable to get it reserved online. Your website seems to be having some problems. Are you able reserve these other flights for us?
CSR: I CAN'T DO ANYTHING FOR YOU THAT YOU CAN'T DO ON THE WEBSITE. I HAVE THE SAME INFORMATION YOU SEE THERE. YOUR FLIGHTS ARE FAR ENOUGH IN THE FUTURE THAT IF YOU WAIT AND KEEP CHECKING BETTER FLIGHTS FOR YOU WILL LIKELY BECOME AVAILABLE.
Husband: so you recommend we wait?
CSR: yes sir, your flights are far enough out that I recommend you wait and keep checking on the website to get the flights you want.
Husband: but we are having trouble with the website. It won't let us reserve the flights that we want. We're found flights to ------- instead of ------- that we'd be ok with but we can't seem to reserve them online.
CSR: sir, I can't do anything for you that you can't do yourself on the website, and really your flights are far enough out there is no hurry.
Husband: so I should keep checking and trying to reserve on the online?
CSR: Yes sir
Upshot of the conversation : Your call is important to us, please don't bother calling again. We don't have the time, energy, desire or ability to help you.
I kept trying online for flights. There are 3 airports we are willing to fly out of and 10 we are willing to fly into and our range is about 5 days on either end and still it's difficult to find flights and when I do find flights that we could work with the website continues to tell me it's having problems, try again. It gives the number to call, but we've been told that will not do us any good, as well as costing more, so we don't call. Many flights suddenly start being â��just fully bookedâ�� when I want them, interestingly on different days, different places, different times and all â��just fully bookedâ�� within minutes of each other, as well as the same old â��We are having a problem â��.
A fews days later when I hop on the site for my daily try at getting flights low and behold the cost of the least mileage flights in miles has gone up ...10, 000 miles Per Person !!! That's 30, 000 miles that we don't have. ARGH...I'm so frustrated. Why didn't the CSR warn us that prices on all flights were going up? Instead he encouraged us to wait. This is what we get for following delta's advice and being patient with them. I start to wonder if the CSRs were coached to have people put off booking their flights until the price raise was in place and this is why the CSR was so unhelpful. That seems like a definite possibility. I wonder a little too about the website not allowing me to book for weeks prior to the price raise, but I don't want to get too conspiratorial.
My husband is home so we call customer service, on speaker phone, to talk to one unhelpful and uncompassionate CSR and are passed on to her equally unhelpful and uncaring supervisor. We are told that A) they aren't responsible if their website doesn't work B) they aren't responsible for what their customer service people say and C) This is the first complaint they have ever gotten about their website. Well that last is a demonstrable falsehood...or in other words a lie...see http://blog.delta.com/2008/07/31/the-award-ticket-calendar/#comments for just one source of complaints. It's not hard to find others if you look around online a bit. She tells us we should have continued to call instead of trying to use the website and that they did not force us to not call. Well maybe we should have, but it didn't help the times we did call and we were told, by a Delta representative, that it would be a pointless waste of our time to call. We were also told, by a Delta representative that there was no hurry to reserve. If they aren't responsible for their website or their customer service, just what are they responsible for? Hopefully at least for their airplane maintenance. We got no apology or helpful suggestion from these people. Not one scintilla of compassion for our situation, just rudeness. The CSR manager said that she didn't know what the other CSR had told us, in other words she thought we were lying. I offered to give her the CSRs name and the time we called so they could see if they have a recording or at least talk to him, but she wasn't interested in actually finding out what he had said, just in accusing us of not being truthful.
To summarize Delta appears to have, at the least a website run by incompetent programmers that they do not take any responsibility for. They have CSRs who are not their responsibility either and are not only unhelpful, but flat out liars. It appears to me they had been told to encourage people to put off reserving frequent flyer mile flights until Delta could get their new mileage requirements in place. At worst they even sabotaged their own website so that people would not be able to reserve flights before the rate change. No way we can get 30, 000 more skymiles in time to get any flights no matter how flexible we are or what difficulties we are willing to go through to get them. Looks like, thanks to Delta's great customer service and concern for their customers, my daughter won't be getting her trip after all.
We purchased a ticket for our son, who attends LSU University for medicine, to go to New York to participate with volunteer work for the elderly In NY during his fall break. Hurricane Gustav arrived and upended life in louisiana; and LSU University subsequently had to cancell the fall break to recoup the lost class time. We contacted Delta Airlines to cancell the ticket and requested at least a partial refund. Delta Airlines has refused to refund any portion of the 391 dollar ticket. They will offer a partial credit for a ticket to be used within the next 12 months, but there will be a penalty assessed to use that credit. We will have to pay even more to travel on this disreputable airline. Travelers beware. My business and associate have vowed to not use Delta Airlines in the future, and I can assure you my family will never set foot on a Delta Airline. I will use every possible opportunity to convey our experience with the unethical nature of Delta Airlines.
I was flying Delta coach. My knees were cramped. I was sitting behind a guy who had his seat reclined--turns out his name was York Galland. He saw my discomfort and immediately put his seat forward. Seeing that I was a big guy, he gave me some really helpful "secrets" on how to upgrade to first class for almost nothing! Thanks York. Delta, space your seats better!
I fly regularly. Lately, when I make a reservation, Delta does not permit me to make a seat selection. I am told I cannot as I 'might' get upgraded to first class. Then the day of the flight, the flight is magically full, and everyone else has been able to select seats, so I am left with the worst seat on the aircraft and no one can 'do' anything about it. I am told, 'Gee there is nothing we can do. It should not have happened, Customers are out first concern, have a nice day.'
This is how they treat preferred customers who spend lots of time in their aircraft and spend hundreds of thousands of dollar with them?
I would be better off just getting the lowest fare. They treat me just as poorly but for less.
To Whom It May Concern, I am a Sky Miles member and spend quite a bit for an individual with Delta. I...
I would like to share with you my most recent experience on Delta. I would like to start by telling you how excited I was when I learned we were flying Delta the entire trip, from Jacksonville to Ghana. In the past, I had always trusted Delta to get me to my destination in a safe and timely manner.
I took off from Jacksonville on August 1st to Atlanta, Atlanta to JFK and on to Ghana. These flights were pretty uneventful, until we got to our International flight. I knew the flight to Ghana should be nice, since we would be on an airplane for 12 hours. Was I mistaken! We were packed in this airplane like sardines. The seats were crammed together and my poor legs were stuck in one position because I had no where to put them. To make a long flight extra long, we were stuck on the tarmac for an hour and a half. Not a great way to start the flight. I was toward the end of the line when it was my time to board the plane. By the time I arrived, most of the overhead containers were taken, so the flight attendant took my bag to put downstairs. Even tough I asked her to put it somewhere else. I had nothing to read, listen to or study during this trip. During the flight, we encountered a flight attending who was rude and did not like us to get up, even though the captain had not put on the seat belt sign. There was an instance where she accidently spilled something on my neighbor and the words out of her mouth were very disturbing. When we arrived to Ghana, I asked the flight attending for my bag. She informed me I would have to pick it up with the rest of my luggage. I tried telling her all my identification was in my bag and I needed it so I could go through customs. When I got to customs, I tried explaining to them the flight attending had taken my bag that included my passport, drivers license and other forms of I.D. I had to wait until all people had gone through customs, and be escorted to the baggage claim until I finally found my bag.
Luckily, I had a good trip and put this all behind me. This was until I came back to the United States.
The flight we were scheduled to take from Ghana to the United States was delayed by two hours in the United States. This meant it was two hours delayed picking us up in Ghana. We finally boarded the little, cramped airplane again and began our long trip home. When we finally made it back to the United States, we thought we were safe and almost home. This was the biggest mistake of them all!!
We learned that our connecting flight to Atlanta had been cancelled. There were two other International flights that came in around the same time we did. They also had problems. So Delta decided to cram as many people as they could into this tiny room and try to re-book us. We spent two hours in line and ready to get to a Delta representative and get home. I guess it was almost leaving time for the Delta representatives because they were short and very rude to us. Before we made it to the line, we saw people paying off the delta representatives to get closer in line and we saw Delta representatives giving out room vouchers to people who were on my same flight. When we made it to the counter, we told them if they could get us anywhere close to Jacksonville, that would be great. We would drive the rest of the way, if needed. We just wanted to go home. We were told there was nothing for a day and a half. When we asked about a room, we were told Delta would not be giving us a room, and they would not explain why. I asked to speak to a manager and was refused. She said she was not going to call a manager for me. She told me if I didnt leave, she would call port authority on me. Basically, she left me with no ticket and no room at eleven oclock at night. I had never in my life been talked to the way the Delta representative had talked me.
Finally, I found another Delta representative, Yvonne Green. She was wonderful. She took us to the manager I had been asking for earlier. I explained my situation and told him the way I was treated. He gave us a room. Luckily, I had called my dad during this time and he found me a flight out of Newark.
The next morning, we work up, and drove an hour to Newark to catch a flight home. Its funny that the airplane from Atlanta to Jacksonville, a 45- minute flight, was huge!! We each had our own T.V. and the seats were very spacious. Its a shame Delta didnt treat us like this for a 12 hour flight!
My experience with Delta was one of the worst experiences I have ever had. Its terrible that the main thing I remember from my trip to Africa was my awful experience with Delta. In the future, I will choose another airline over Delta, due to the customer service I received at JFK.
I am writing on behalf of my sister. She flew with delta yesterday morning at 9am on flight number 5552 and was charged $140 for checking a second bag and because they said the second bag was over the weight limit. We made sure and insisted that they please do everything possible to make sure the bags would get to their FINAL destination, the agent looked at us like we were idiots and said: 'of course they will get there!' My sister had a connecting flight in detroit and when she got to her final destination in Lansing Michigan, her bags were nowhere to be found. She filed a claim of course but the problem is that Delta and Northwest are pointing fingers at each other! She booked the flight on Delta! She flew with Delta! Its not her fault if Delta buys Northwest and operates Northwest yet customers are lead to believe they are two separate companies! It has been a very frustrating experience to say the least! especially after paying the airline $140 and they still cant get the bags to their final destination!!! The bags are now in some airport somewhere. The customer service people have not been helpful at all! Both my sister and I have emailed Delta/Northwest yesterday and now almost 16 hours later, still no response! My advice: stay away from delta/Northwest. choose another airline!
Two Delta experiences during the past 30 days:
International flight (Atlanta-Incheon and back) that featured broken seat trays and seats, slightly dirty aircraft, filthy bathrooms that weren't maintained for 14 hrs, indifferent/bored flight attendants who avoided work, marginal food. (Compare with Korean Airlines: outstanding service, superb food, immaculately maintained aircraft, constant attention and food/drink, spectacular flight attendants)
2) Skymiles award ticket redemption: hugely increased mileage requirements for domestic award tickets (from 25K miles to 37K or 50K miles for most flights), all kinds of creative and absurd ticketing fees ("partner airline" use fees, taxes that weren't previously charged, new additional fees for any flight that's earlier than 21 days). If you think you know the rules/assumptions of Delta's Skymiles program -- think again. It's become a kind of "bait and switch" scheme in which Delta unilaterally changes the rules and you're stuck.
I had a one way flight from PA to KC for 8/30.
I called today to change my flight for 8/29 and was quoted specific flights that fit my need. The fare difference quoted was $170.00 and charged the difference to my credit card. I gave up my hotel room in PA for the night of 8/29.
I received my confirmation itinerary by email and see that it is actually changed to later in the day 8/30, not 8/29.
I call back and am told that they will take care of it and waive the further difference (8/29 now showing a $338 difference, not the $170 I was quoted and charged. To make matters worse, the agent gets flustered because the flight numbers I was provided don't match what he is showing so he puts me on hold again to speak to his supervisor and then comes back and says that they have to send me to reissue desk and the additional fees would be waived.
I reach the reissue desk, explain my dilemma (mind you-due to Delta's error) and am immediately told that the record has no documentation about waiving anything. This is before they even check to help or aplogize for the inconvenience and error!!
Now I am dealing with a robot who continues to use the word "CAN'T" in every sentence he spouts out.
I sit on hold for what seems like eternity (probably closer to 7 minutes).
The agent returns to day here are your options:
1) Keep original flight the same--they voided the $170 transaction already so you are not out the fee.
2) Pay $338 dollars more to change to the Friday flight.
When I ask if they could accomodate the Friday flight for the $170 I was quoted since I gave up my hotel room and otherwise have to find a place to stay in PA they say NO. Can't, Can't, Can't is every other word in the sentence.
No responsibility taken for setting a Customer expectation, making an error and no apology until I asked for one. Was it sincere? Not at all!