Beyond *RUDE* Delta Customer Service

[poohluvrs]

Have to vent, they changed our flight w/out our knowledge (I know this can happen, thank goodness we checked before we left for the airport -PEOPLE CHECK THIS!) & bumped our flight back an hour (so we miss an hour in WDW, have to call in new info to ME, & have been moved from our confirmed seating assignments in the front of the plane we booked 5 months ago (we paid originally in 03/05) to the back row of the plane!!!

To add insult to injury, the Delta "service" rep immediately had an attitude w/ my DH, which DH noted, "Mam, Im trying to be pleasant & you are already being confrontational", & whose response to DH noting we could supply a Dr note that our child cannot fly in the back due to severe nausea & my DH cannot be boarded 1st & depart last w/ DVT's, was "thats what we give barf bags for"!

DH stated : "so its Deltas policy to knowingly refuse to switch seats for a 3yr old toddler who will vomit if in the back of your plane"

"Yes"

"can I get that in writing" :

"NO"!

"Id like to be transferred to your supervisor"

"No"
what a *****!

Such a crappy start to our trip, next time we will fly JetBlue w/out a doubt! Almost peeved enough to shell out the dough for JetBlue tix & dispute the Delta charge w/our CC....Delta stinks!

 

[TaraPA]

They ALL stink these days! This is off-topic but my DH travels by plane weekly for work, and always just took everything as a carry-on to expedite getting from the plane to the taxi to the meeting. Well since all the new regulations went into effect has has to check his bag because of his toiletries. This is an inconveniece to business travelers (well ok, to ALL travelers) because the only reason they have to check luggage now is because of toiletry items - which now delays them getting to meetings on time due to having to wait to claim their bags. ANYWAY - USAir lost my DH's luggage last week - AND again this week. Twice in a row! He is a man of great patience but let me tell you he is running thin now. Both times took him 45 min. to fill out the paperwork for the lost bag, and last week he was late for a meeting because of it. He said USAir had ZERO sympathy for him. They were rude & unwilling to help him both times. He asked what the policy was for reimbursement of his items if the bag never showed up & they said "Oh don't even ask that for about 4-5 days, this happens all the time, your bag will show up." Some other poor girl on his flight was in tears, she had a job interview in 2 hours & just the clothes on her back (jeans) since her bag was lost too. They told her the same thing when she asked for any compensation to go buy business attire for the interview. She asked for a toothbrush & they told her it's not their (USAir's) responsilibity, she should ask at the hotel she's staying at. To make matters worse, this week he was flying from Boston to Philly then onto Allentown where we live - his flight from Philly to Allentown was delayed 4 times & then finally cancelled. We live an hour from Philly yet he sat in the Philly airport for 6 hours waiting for his flight, which was then cancelled & they put him on a BUS to drive to Allentown (where the luggage was lost at 1:30am!) He could have driven home from Philly & been here for dinner, but instead rolled in around 2:30am!
Where has all the customer service gone on airlines?!?!?

Sorry I rambled - but like the OP above I needed to vent!

 

[mytwotinks]

A little over a year ago the Delta lady taking the boarding passes told me to "pull my head out." I could not beleive it. The reason that I had not gone forward was that the passenger in front of me was still trying to talk to her. I guess that she was not willing to help the other passenger and I was supposed to know to barge in front of that passenger! We had horrible service checking in for that flight, horrible service on the flight and then they lost our luggage and I could not beleive how they treated us at that point. I will be flying SW from now on!

 

[NancyIL]

I've noticed with Delta that every time there is a schedule or equipment change, I end up losing my assigned seat! Then when I notice it and call them, all that's usually left is a seat near the back of the plane.

I'm using Delta FF miles for my Thanksgiving trip to WDW. Since TODAY is the last day Delta will serve my hometown airport, and I had to call them to find out how I was going to get to MCO in November, I will probably NOT fly with them again.

 

[Lewisc]

Airlines have schedule changes. Airlines don't guarantee seat assignments. The only way to guarantee a seat in the front of the plane is to pay for a first class ticket. I don't think an hour schedule change requires a refund but you can ask for a refund and, if granted, take your business to another airline.

I understand the need to vent but it doesn't sound like the DL employee was being rude. It sounds like your DH was being confrontational. An airline isn't going to pull another passengers assigned seat to make you happy. A lot of passengers prefer seats in the front of the plane. There is no way to know that a seat in the back will make your child vomit and a seat in the front won't. You might get to the gate early and see if there are better seats available for gate assignment or call Delta back and see if you can get better seats if you change your flight.

An employee isn't rude just because the're unable to meet your demands. Keep asking and demanding then the customer becomes the one who is rude. Most airlines change their schedules during the year. SW doesn't open up their schedule for booking until the schedule is firm. Other airlines book a year in advance but you're booking a tenative schedule.

 

[goofy4tink]

I have learned my lesson well with the airlines. I check my flights almost daily. I book way in advance, so I realize there are going to be changes. I do feel badly for those who book early and then think all is well, and just show up at the airport. That just doesn't work anymore.
I will say that having dealt with Delta CS a lot lately, if, and that's a big if, I get someone who actually speaks English, they tend to be short and not in a terrific mood. And if I end up with a non-English speaking rep (yes, I realize they actually are speaking English but it's so heavily accented I have trouble understanding) I have to remind them several times about what it is I am trying to accomplish with my call.

While on the phone last week with JetBlue, getting yet another credit applied to my account, I told the CS rep that it was so much nicer talking to her than talking to Delta, trying to sort out my flights!!! She was much amused and quite happy to hear it!!

 

[jpeppers]

Delta is definitely not user friendly!

 

[shellybaxter]

I don't want to jinx my flight - but I have to say - Delta has been great with me. We booked back when the strike was about to happen and the fares were lower. Since then our flights (we have connecting flights from Reno to Atlanta and Atlanta to Orlando) have been changed twice. Once it added just under an hour to our total flight time and the other time it was just a flight number change. Neither was a big deal. Both times the chance "took away" our ability to see our assigned seats. Both times I called customer service and they were great. We were actually still assigned to the same seats, I just couldn't "see" the seats. The CS person transfers me to "re-booking" and they fix it so I can see my seats again.

I'm sure you all are having bad service, I'm not desputing that, I'm simply saying not everyone gets the same bad service. Tomorrow they will probably do something to screw up my flights too, but they've been great so far.

 

[Snowysmom]

Customer service is definately a scarcity these days. However, I will have to say that I have had a positive experience with Delta. We couldn't make our trip this past summer because my father is very ill and in a nursing home. They let me keep full credit for the tickets as long as I booked again by the beginning of October. When I called to rebook, it did take 3 calls until I got someone who understood what I needed to do but the customer service rep I got was pleasant and competent. Unfortunately these days I usually expect to get a rude CS Rep and sorry that you did.

 

[lost*in*cyberspace]

I understand the need to vent but it doesn't sound like the DL employee was being rude. It sounds like your DH was being confrontational. An airline isn't going to pull another passengers assigned seat to make you happy. A lot of passengers prefer seats in the front of the plane. There is no way to know that a seat in the back will make your child vomit and a seat in the front won't.

I agree. Get some Dramamine. I get motion sickness (although not on planes) and I really don't see how the front or back of the plane makes any difference. None of us knows what really happened during this phone conversation with Delta, I suspect there was fault on both sides.

As to seats/schedule changes, it happens all the time on every airline, especially when you book so far out.

Double checking flight times at least the day before your trip and before leaving for the airport is just plain common sense.

 

[snowwite]

It isnt just delta. We have run into bad service on several carriers.usair was bad this summer and lost our bags for days. They mistagged them for a flight we were never on. After copying and sending everything showing it was thier screw up I got vouchers and an apology. I dont think the airlines attitude should be, oh well you want to fly so take it or leave it. I think they need to respect customers and treat us better.Flying is expensive and is a necessary evil. I think that the airlines need to take responsibilty for thier mistakes. If I book row 5 window aisle at 7am and I get moved to row 22 middle at 10pm then I feel like I should be compensated. The contract of carriage only protects them not us. For airlines to make the changes they do at the last minute leaves people frustrated and it is as if you went to a restaurant and ordered a filet mignon and got served a chicken thigh.

 

[safetymom]

I agree that the Delta agent wasn't being rude. Part of your responsibility when booking a ticket is to keep checking to see if any changes have been made. I also fly a lot and have learned not to sweat the small stuff. Not everyone can be in the front of the plane. As a freq. flyer I have earned the right to sit up front but even I can be moved around if there is a change. As long as I get where I am going the rest is all small stuff.

 

[CarolA]

I read on this board all the time how folks only want to pay $150 to $200 for a plane ticket. We are getting what we PAID FOR! (And why do I feel there are two sides to this story??)

We the consumers have driven service out of the industry.

And what you PAID for was seats on the plane. Not the seats you picked out, just seats. I read at least once a month that DL, CO, AA, etc. MOVED someone from the seats they booked a year ago.... To be honest the farther out you book the more chances this will happen.

 

[poohluvrs]

Airlines have schedule changes. Airlines don't guarantee seat assignments. The only way to guarantee a seat in the front of the plane is to pay for a first class ticket. I don't think an hour schedule change requires a refund but you can ask for a refund and, if granted, take your business to another airline.

I understand the need to vent but it doesn't sound like the DL employee was being rude. It sounds like your DH was being confrontational. An airline isn't going to pull another passengers assigned seat to make you happy. A lot of passengers prefer seats in the front of the plane. There is no way to know that a seat in the back will make your child vomit and a seat in the front won't. You might get to the gate early and see if there are better seats available for gate assignment or call Delta back and see if you can get better seats if you change your flight.

An employee isn't rude just because the're unable to meet your demands. Keep asking and demanding then the customer becomes the one who is rude. Most airlines change their schedules during the year. SW doesn't open up their schedule for booking until the schedule is firm. Other airlines book a year in advance but you're booking a tenative schedule.

I stated I understand about the flight change and the fact it's our responsibility to verify our flights b/c of situations like this. We should have paid for 1st class, lesson learned absolutely!

BUT we requested the seats we paid for, were emailed confirmation of said seat assignments, and now our assigned seats have been assigned to someone else. So when you write "an airline isnt going to pull another passengers seat just to make me happy",I cant help but feel that this is exactly what happened to us!

I understand a lot of passengers prefer seats in the front, hence the scheduling of our confirmed seats in the front over 5 months ago! Which again Ive learned means nothing, so 2nd lesson learned!

We really werent expecting DL to bend any rules, just honor the seats we purchased, which I accept they will not & wont let it ruin our trip, but its still upsetting so I just came here to vent.

Also, yes, this woman was flat out rude, I could hear her screaming through the phone at DH who was maintaining his composure as his MIL was in the room!

I guess thats what bothered me the most! NO reasoning, understanding, just flat out rudeness!
Oh well, Im over it. Sorry to hear about everyone elses experiences too!

 

[poohluvrs]

it is as if you went to a restaurant and ordered a filet mignon and got served a chicken thigh.

Thanks for that!

 

[Kteacher]

I was just coming here to post about a wierd experience I just had over the phone with a Delta representative. It wasn't rude, just odd. I was calling to reconfirm my flights for next week, and the representative kept saying he didn't understand why I was calling? I explained that I was calling to reconfirm flight #s and times for my departure and my return flights. He then told me I was being inconvenienced by my flights being changed, so he was transferring me to Hotels.com?????? Before I could question why I was being transferred to an online hotel booking agent, I was transferred to a hotels.com operator who had no idea why I would be transferred to him if I just wanted to reconfirm my flight times. He told me to hold while he transferred me back to Delta. After holding for a few minutes I hung up and called Delta back. The representative seemed confused about why I would need to reconfirm flight #'s and times- okay did I miss the memo telling people that this is no longer necessary . I gave him my name, spelled my last name, and he told me he was confused as to whether I was giving him my last name or my first name.........I repeated that it was my last name, and he then says to me " so , do you want your confirmation or not? " At least I didn't get transferred to a hotel reservation representative the second time

 

[Lewisc]

My guess is either you booked your flights, or the Delta representative thought you booked your flights, through hotels.com.

I was just coming here to post about a wierd experience I just had over the phone with a Delta representative. It wasn't rude, just odd. I was calling to reconfirm my flights for next week, and the representative kept saying he didn't understand why I was calling? I explained that I was calling to reconfirm flight #s and times for my departure and my return flights. He then told me I was being inconvenienced by my flights being changed, so he was transferring me to Hotels.com?????? Before I could question why I was being transferred to an online hotel booking agent, I was transferred to a hotels.com operator who had no idea why I would be transferred to him if I just wanted to reconfirm my flight times. He told me to hold while he transferred me back to Delta. After holding for a few minutes I hung up and called Delta back. The representative seemed confused about why I would need to reconfirm flight #'s and times- okay did I miss the memo telling people that this is no longer necessary . I gave him my name, spelled my last name, and he told me he was confused as to whether I was giving him my last name or my first name.........I repeated that it was my last name, and he then says to me " so , do you want your confirmation or not? " At least I didn't get transferred to a hotel reservation representative the second time

 

[CarolA]

BUT we requested the seats we paid for, were emailed confirmation of said seat assignments, and now our assigned seats have been assigned to someone else. So when you write "an airline isnt going to pull another passengers seat just to make me happy",I cant help but feel that this is exactly what happened to us!

:

Here's your big incorrect assumption, you did not pay for those particular seats. If you actually read the airline terms you agree to by buying the ticket all you BOUGHT was transport from point a to point b.... Even in First Class your seats can and will be moved. (Granted if you actually PAID for first class you are still going to be in the first few rows, but....)

This is a common misunderstanding and if you don't fly much and you got those "first rows" you actually are probably setting yourself up for getting moved. DL and ALL the major airlines will move you for the frequent flyers paying FULL fare who are keeping them in business. The $150 ticket is a loss leader not a profit maker.

 

[poohluvrs]

DL and ALL the major airlines will move you for the frequent flyers paying FULL fare who are keeping them in business. The $150 ticket is a loss leader not a profit maker.

I understand now, our seats are a crap shoot, lesson learned.

We paid $1300 for our 4 coach tickets round trip, each way is a 3 hour flight...so does that make us more deserving of a seat request fulfillment since we paid double what the lowly loss leader ticket holder did?

Sorry, I just wanted to vent about the unacceptably rude customer service we received, but I guess we deserved it due to our gross lack of knowledge of the system!

 

[DaveO]

I keep seeing this a lot on this board. "it is the consumers fault for booking ahead and the airlines can basically do what they want" this is flat out wrong. Consumers shoud not have to read the fine print. When you get your seat assingment it says CONFIRMED seat assignment. I would bet if this went to a court of law the airlines would lose. Kind of like then you park your car your ticket say they are not responsible for any damage. This will not and does not hold up in a court of law.

If the arilines want to stop all the bad service all they need to do is have a pop up box when selecting seats saying they are not gauranteed and could be lost due to scheduling changes .... but thet DO NOT want to do this as it would prevent a large number of people from booking early ... the airlines do not want everyone to wait till the last minute to book. So the airlines want thier cake and eat it too which is WRONG.

For the record Delta has the worst service of any airline IMHO. I will never fly them again and have moved TONS of high profit business travel away from them due to this.

Dave