Delta Airlines Never More
It was 9 days ago that I easily had the absolute worst experience I have had with any airline. I have been a frequent flyer all my life, and I realize that flights get canceled, bags get lost, and things happen. People that get upset over these things should not fly as much, but what happened to me goes beyond any of the normal issues one has when traveling. Here’s the story.
Last Monday, September 7, my family and I (Rob, Solange, Teddy and Jesse) were flying from Myrtle Beach to our second residence in Rio de Janeiro. We were on the return segment of our ticket, and there were no problems arriving in April. On international flights, according to Delta policy, infants must purchase a special lap ticket that allows the infant to sit on their parent’s lap. Unbelievable as it sounds, each lap ticket was about R$800 or $500.
When we got to the airport, the woman appeared nervous and took an inordinate time examining all of our documents in detail. I would estimate that she took about 1/2 an hour just analyzing our passports and calling in to the home office. The longer the four of us waited, the more I felt that something bad was going to happen. It did.
Finally she looked up and sighed, and told me that Teddy would be unable to fly with us unless we paid an additional $2300. What? They can’t be serious. How can that be? They explain to me that Teddy was now 2 years and 2 months old, and lap tickets are only valid for infants of 2 years or less, therefore I had to pay an exorbitant international one way ticket for my 2 year old son. I was upset so Delta called the police. Please note: I was upset (who wouldn’t be?), but I never raised my voice nor was threatening in any way. Yet, the police arrived anyway. (More on this later) I tried reasoning with the woman, but she was adamant.
I then decided to call the frequent flier number, and see if they would help, and they were of no help either. I had to make a decision of paying an additional $2300 or throwing all of our plans out the window. Finally relented, and I pulled out my credit card, bent over and took it, as much as it made me mad. In fact, I am still mad, and I will never fly Delta again. They have now crossed a line. Following are the reasons that Delta will never have me as a customer again.
I purchased a ticket. When I purchased Teddy’s lap ticket in Feb 2009, I showed them Teddy’s passport and birth date. Apparently, Delta should have never sold me this ticket but they have no responsibility to tell me that fact. If Delta is in error, then I just have to pay more. Worse yet, Delta could not refund the lap ticket that I had purchased previously.
Unfair surprise. I actually think it should be illegal for Delta to spring such a surprise on the customer at the last moment. At that point, when all the plans are made and the bags are packed, you have no choice but to pay their demands. They got you by the nuts and they know it. They can throw in whatever extra fee and you will pay because you want to get to your destination. In addition to the one way ticket, they sprung another surprise on me. Delta had made a mistake and they scheduled our return flight for 2 pm rather than 6 pm. I called the day before and they told me that they fixed the issue with NO ADDITIONAL CHARGE. Which is great, because I didn’t plan to. Well, they decided to charge me an additional $200 for that as well. Again, once you are at the airport, what are you going to do? Then they charge an additional $100 because we booked at the airport. As they were charging my credit card whatever they felt like, it felt like I was being blackmailed by the Mafia.
Outrageous prices. $2300 is an outrageous price for a one way ticket for a 2 year old. I can buy two adult round trip tickets for the same price. Basically, the ticket cost about 10X what was reasonable. I tried on the phone to talk them into a reasonable fare, but they were adamant saying they could do nothing, which we all know is BS.
The police was unnecessary. They knew this and so did I. The main reason the police are there is to send a subtle message to the customer. As I have said, I am a frequent flyer, I have seen a lot of upset customers at the Delta counter and it seems that they always call the police. I think the police know that their role is to get the customer to pull out their credit card. That said, even the police officer knew that Delta was screwing me.
I’m Sorry. In this entire ordeal, I probably talked to 5 different people, and they all said the same thing, “I’m sorry”. It was really getting old. It almost means “We know we are wrong but we’re not going to do anything about it.” Companies should never say they are sorry, because all it means is that they have no intention of helping the customer.
Talk to Customer Service. When someone at Delta tells you to talk to Customer Service, it means that you are totally screwed. I have written to customer service many times and I have never received a reply. It’s not even clear that anyone reads complaints to customer service. Either way, if your last resort is customer service, you know that you just need to accept your fate. I am going to send a link to Delta’s customer service about this entire ordeal, but I am not expecting a reply.
Frequent Flier. I feel like such a boob. I drank their Kool Aid, and I almost always flew on Delta unless they did not have service to where I wanted to go. I have their telephone number memorized. I have my frequent flier number memorized. I have been a Delta Medallion for close to 12 years and I have flown close to a half million miles according to their records. That is the same as flying to Rio de Janeiro 55 times!
Being a frequent flier did not help me one bit in this problem. In Delta, there is actually no benefit to being a frequent flier. I don’t know who gets these upgrades to business class, but in all my time of flying, I can count on one hand the number of upgrades. It has been almost five years since I had an upgrade. The only benefit is that you can board the plane earlier than others, but now that I am flying with children, we can board early anyways.
In my view, Delta’s medallion program is totally meaningless. I asked them straight up, whether they could do something because I was a frequent flier, and their straight answer was NO.
Conclusion. 9 days later, I am still mad about this. I am going to put this message on my FaceBook page and also on my web site. I want everyone to know Delta’s absolute determination to screw their customers and more importantly their frequent fliers. I fly a lot internationally, and I have just booked my flight on TAM. Also, US Air is beginning to fly from Rio to Charlotte. Maybe one day, hopefully if Delta to screw customers to the level they screwed me, that they will begin to lose customers.
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September 16th, 2009 at 6:45 pm
I’ve posted a link on Twitter for you. We have grandkids in Germany that fly back and forth 3-4 times a year.
We used to do business with Delta because they offered what appeared to be the best un-accompanied minor program.
There isn’t enough room to tell all our stories but we did once get help with a fare issue. It was a similar situation where the fare was mis-represented. We finally received some satisfaction from an International Supervisor Lewis Monzon. 800-335-8241 Option 6. Don’t talk to Joe Vormborch. He was useless and rude.
September 17th, 2009 at 1:18 am
That’s quite a cluster****, Rob. I would continue to push this if I were in your shoes.
I agree that all the airlines are bad, but I’ve never had such an experience on my main carrier (United). I’ve run into problems while traveling (you know how much I travel), but United has always been responsive, and I have always received a reply, and usually an accommodation.
If you call and get someone who is unhelpful, end the call and call back. You’ll get someone else, and eventually you will find someone who understands that customer service is paramount in a service business. Ask for a supervisor, if nothing’s happening.
The free upgrades disappeared shortly after 9/11. I used to get them on international flights on a regular basis; now I only get them if I use miles or the handful of upgrade certs I get every year. Hopefully you get a few other benefits, like no luggage costs. But it sounds like it’s time to change carriers.
September 17th, 2009 at 2:52 am
Brian,
I did escalate to a supervisor. I talked to a lot of people that day and none of them wanted to help me even though they knew the situation was absurd.
I have not called back again, because I know there is already a record of everything that happened in the computer.
September 17th, 2009 at 3:01 am
I have given up on any american based major airlines for a long time. Mileage is a joke, just some numbers for you to fill in for fun. The process to get an upgrade needs full time help. We are just cattle to them to milk. No wonder they all lose money: Delta, United, American. The only airline which cares a little bit about a customer is Southwest, believe it or not. At least, if I change destination, I don’t have to pay penalties every step of the way.
When you fly international, try a foreign carrier like Singapore and you would quickly realize and appreciate the difference.
October 4th, 2009 at 5:49 am
Dealing with airlines requires a decision ahead of time calculatiing the degree of stress I’ll allow my health to suffer before relenting on all issues. I’d rather go to the dentist than fly.
November 14th, 2009 at 6:32 am
Hmmm…that sucks. I can sort of see their position, given that someone did fuck up in the first place on selling you that lap seat (what seat?! but that is another issue). At least the position of the people screwed by following their own rules, which may involve federal safety law (although I don’t know). They should have found some way of accommodating you better, at least to lube you up for the ass fuck you took. Complimentary something. Charging for the flight change after telling you they wouldn’t is ridiculous.
My experience with Delta has thankfully been different. When I had a flight delayed 24 hours due to a mechanics problem, I was able to change my flight for free so I didn’t lose a vacation day in Rio. And I have been getting regular domestic 1st class upgrades the last year or two, and even a couple of international upgrades to 1st class. The key to that seems to be having a crapload of frequent flyer miles sitting in the account (I have over 300k now).
I would use United more, since I live near a United hub, but their flights to Rio suck most of the time for me.
I don’t know that the foreign airlines are all that much better except in two ways. Better alcohol policies and more attractive, younger flight attendants. I fly for business a lot and am required to use US carriers for a lot of those flights since government grants pay for them.
But I feel for you, for sure. This episode just sounds like the worst.
December 21st, 2009 at 7:53 am
Never take anything out on the Airport Customer Service Agent… More on why later…
Remember, the second you step foot in our Lobby at Delta near the Kiosks you are a guest in OUR home. Those planes sitting outside at the back of the building… Our planes. Remember, you are in our home, we are providing the service, flying is not a right, it is a privilege.
Advice:
Don’t arrive to the airport when you are ready. Be there at our recommended times. Miss the cutoff and travelling International, or just ABSOLUTELY have to be somewhere for what you booked your ticket…. SO?!?!?! Get a ticket on the way to the airport, car problems, whatever…. We CANNOT override the cutoff which is established to help ensure an on-time departure. EVEN IF WE COULD, WE WOULDN’T… THERE WOULD BE PLENTY OF OTHER PASSENGERS THAT *ARE* ON BOARD, THAT DID MAKE IT ON TIME THAT HAVE PLACES TO BE, AND WE WILL NOT JEOPARDIZE THEM MISSING A POSSIBLE SHORTER CONNECTION TIME.
Use a Kiosk (REQUIRED—do not insist on having an Agent check you in—we have spent millions of dollars on those things to help the operation—use it, even if you are travelling International).
If you check-in online and printed your boarding pass at home, but are also checking bags which you paid (or not) online as well—-KIOSK!!! You have only checked-in for your flight and paid for your bags online…. Bags can only be checked-in at the airport. Again, use a Kiosk. Press Delta, then Start, then Confirmation #. If you checked-in online you can still reprint a boarding pass on a Kiosk. Before you get an Agent, utilize all the functions of finding your itinerary we have programmed for you to use: ANY debit or credit card with your name on it (will not charge), confirmation #, ticket #, SkyMiles #, or passport swipe. Only after using all of these options without success should you then seek help. And do not get frustrated with the Agent… Just because a Kiosk cannot find your itinerary does not mean your record does not exist.
There is a lot you do not know about that goes on when using a Kiosk behind the scenes automatically. Whoever booked your travel (whether you or travel agency) could have made a mistake that needs to be fixed, and could be one of the MANY possibilities of why it won’t let you check-in on a Kiosk. Nonetheless, you still need to use it. Again, you are in our home, take what we say (not saying you can’t ask non-repetitive questions though, we want to help you).
Ever wonder why Agents in Atlanta seem different in regards to Customer Service than at other airports? Well, I hope you could have figured that one out… People that just don’t understand and are willing to say anything they can to get on a flight they missed the cutoff for (i.e.) is one reason. They deal with it and everything else, day after day.
Arriving to check-in, check bags (or both) at 30 minutes to your flight departure? Get over the fact quickly you need to be rebooked, and yes there is a rebook fee since you were late ($50, except Plat/Gold, silver pays).
Bag over 50 pounds? There will be a $90 fee. STOP! Your overweight bag now further affects the weight and balance of the aircraft. The aircraft now weighs more, and so will the fuel consumption.
Yes! We have fees for everything, but there is always a reason. We are not bad people out to get everyone. I cannot says this enough… You are a GUEST in our home! Fees, your inability (regardless of your best reason) to make the 30 minute check in policy has nothing to do with the Airport Agents. We are told the laws, and we enforce them.
“We make no bones about telling a customer when they are wrong. We will not tolerate bad treatment of our people.”
I have always wanted to work in the airline industry since I was 5 years old. If you know what Publix is, you know the Customer Service. I use to work for them while also working with Delta. I am pursuing a PhD in Airline Management. I also have a minor in Psychology. I am passionate about the airline industry, but as said in one comment above, you have to realize and ACCEPT the economy also has a lot to do with things, of course.
We really do love our Customers. Believe it or not, I am excited to come to work each day. I wake up at 2:30am each day and say to myself.. “I am going to see family”, but then Customers who really don’t know what they are talking about, but SINCERELY think they do, try to ruin my day, or attempt to. I am just a proud Agent with Delta Air Lines. I work the Lobby, the Kiosks, Bag Tags, Ticketing, Baggage Service, and Gates. I don’t set the rules, I just make sure they are applied. I come to work, and all I do is try to get people where they want to go SAFELY. People get upset with me without realizing that the airport Customer Service agents have nothing to do with what you do not like. Mechanical delay…(WANT TO SAY DELTA SUCKS!!!!????), go ahead, but it happens. Weather delay and miss your connection and need rebooking with no more flights available??? Too bad…. That has to do with mother nature, and we don’t put people in bad weather in the air.
Just do what we say and accept it, or don’t accept it and go with the flow. You are in our home, you are on our airplanes. We really do appreciate you, but you must keep an open mind.
Thank you, good day, and I sincerely hope you will fly with us. We really do appreciate you (when you’re respectful).
With someone who also loves Psychology… I also must say this… Some people may really take this message to heart… Something may happen at the airport where you have to wait hours in a line, then you may think back on this message and just remain patient….THEN, after a certain amount of hours go by in a line (just an example, and is not what we are known for), some of you may STILL then start to become ERRATIC. Everything is always about perception. I hope all of you can make some sense about the meaning of this message.
Again, and honestly, I hope to see you soon.
December 21st, 2009 at 8:01 am
The Delta Agent here has nothing to do with the fact that the computer told her the fare for the flight you *needed was going to be over $2000 for a minor over 2 years of age.
Just think about it this way… Even if she could have let it slide as a “lap child, or infant in arms”, what if there was another passenger behind you who had a child 2 years and 6 months??? There would then be a dilemma. That is why it must be exactly two. I mean if it is a month, an Agent may let it slide, but don’t ask.
You’re reason for not flying with Delta anymore no longer realistically makes sense. But your point does though. Thanks.
January 2nd, 2010 at 7:45 pm
Finally I have found a place to vent, I don’t want to speak on behalf of all delta agents but what I witnessed at bwi airport was disgraceful. I always fly us air and have never had a problem however I caught a deal with northwest, which ended up being a horrible decision! I walked around the airport looking for the northwest ticket counter that did not exist, because the merger, no sign, I guess I could be a more knowledgeable consumer, but the flippin sign would be nice. So finally I figured out about the merger and made it to the delta counter an hour in a half before my flight departed, only to find the line wrapped all the way around the airport, why didn’t they post something online or send a travel update saying to be there 4 hours before? So finally we make it to the desk and the agent asks for my boarding pass ANSI explained that I’m checking my bag and I would get my ticket from him, like passengers have been doing since the creation of commerical air travel, so the guy refuses to do it and tells me to go to the back of the line, to wait another 2 hours, those kiosks have been optional and if they ate not they need someone there to help the elderly who have trouble with the technology that brought 3 people to tears! I understand there are delays and issues out of deltas control…fine but when I show up 2 hours before my flight and Im in jepordy of missing my flight it’s in your hands now, as for the delta employee who has been commenting on this board your customer service approach was the problem…your property? Good luck with that approach no wonder you had to merge to keep your heads above water, I can tell you the way people were treated at bwi airport is going to make them think twice about flying with delta or northwest. You messed up and I imagine it was stressful for the employees but don’t take it out on me, don’t question my intelligence! Your employees were
making people cry! That’s downright embarassing!
January 5th, 2010 at 10:39 am
People are going to cry. I was working a flight just the other day and I waited longer than the required flight closeout time at the gate to send paperwork to flight crew and the girl showed-up 5 minutes till for a DL Connection flight. We must close doors at a certain time. Of course the passenger blamed me but I was only doing my job.
Delta Air Lines is the world’s largest and best airline in the world. We fly to more destinations than any other airline in the world, and we are able to do that because we have been successful at doing so for over 80 years. We appreciate our guests and welcome them into our home, and is why we say welcome aboard.
We want you to be at the airport at the recommended times; however, weather can play a role. I was working a flight at the gate the other week where the flight delayed for 1 1/2 hours because a warning light was on in the flight deck even though the pilot did not think there was really anything wrong with the airplane; nonethelsss, we don’t operate airplanes when any warning light is on (faulty annunciator warning light or not).
We love you, but just be thankful our service does exist. Things happen, terrible things, but blaming the airline for everything is not right. There are going to be mechanicals, weather, and TSA delays, etc… Larger airports are also more stressful for airline agents, too. But what you should understand is that they (we) are running the operational service we are providing to customers as guests so we expect you to listen since we know where to direct you, even if you have already been waiting in a long line.
I know, it can be stressful and I am sorry for your experience. And now that Delta has Northwest, we are One Great Airline.
January 5th, 2010 at 10:43 am
When people want to be somewhere and as soon as they realize they are not going to be able to make it there on timem for whatever reason, emotions come into play of all types. Just as in the case of customers arriving to late to check in. I hear all the time… “Well it’s only 2 minutes after the cutoff time”… It doesn’t matter, 30 minute cutoff is 30 minute cutoff. The policy makes most custoemrs happy (the ones that really need to be soemwhere with short connection times, etc).
blah, blah i could go on and on… I love Delta and I love my Customers and I always have and will do everything within my job powers to assist someone within my capacity based on the variational situation levels that could be numerous at one time, any given time.