Beyond *RUDE* Delta Customer Service

[CarolA]

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

Oh I have some AA stories that would make horrify most of you. DL has done some rotten things, but AA takes the cake IMHO (It would take way too long to post the horror stories, but at least one of them involves being held captive in a gate house for 6 hours without access to a bathroom or water....) (And then there was the USAir FA who started screaming hysterically at one of my fellow passengers because the woman asked what the FA thought was a stupid question. It probably WAS a stupid question, but you can't tell the passenger that.....)

As for the pop up it's a good idea, but it takes forever to navigate thru the booking process now....


If ANY of the airlines had ANY sense they would raise thier prices to a profitable margin and take the hit that would occur. For example, if that means that we can only have 50% of the flights we do now, that's the cost of doing business.....

I find the best service overall to be on SW. I guess job secuirty is one of the reasons, their employees feel secure in thier job.

 

[goofy4tink]

Sorry but I don't care how little I'm paying for a ticket....I am not expecting a full course meal, first run movies, or even front row, by the exit, seats. What I expect is civility when I have to call the Delta reps. I only call to get my seats reassigned..that's it. They can still be polite on the phone, no matter what I paid for the flight.

My issue is that not everyone is as conversant as we are, here on the DIS boards. Obviously, since we keep hearing stories of how people didn't know their flights will change.
Yes, I check, on-line, every few days, just to be sure of when my flights are scheduled for. No, the airline does not let me know of any changes too far in advance. My flights for Oct were booked back in late Feb...they have changed at least 5 times now..different flight numbers, different equipment, different departure times. I see it changed, I make the call to get my seats reassigned. A pain? Yep, but that's the cost of doing business so far in advance. They, the airlines, are only 'contracted' to get you from point A to point B on a given day. They are allowed to change your times, your seats..pretty much whatever they want, just as long as they get you to point B.

 

[bntlyclg89]

On the sunnier side of things... Midwest will always have my business (for the cities they service). Because they really do have customer service at the top of their priority list. Does it cost more than some other airlines? Yes. But the real question is whether the consumer is willing to pay 30-80 dollars more for the service and (usually) two-across coach seating. Absolutely!

 

[DaveO]

I love Midwest ... they know service. I DO pay more to fly with them on business to KC from Boston. I am relocating to KC in the spring and will fly them anytime I can ... and happy to pay more to do it.

You have to love the freshly baked chocolate chip cookies ...

Dave O.

 

[clkelley]

(Granted if you actually PAID for first class you are still going to be in the first few rows, but....)

That is not always true either. One time for work, myself and a colleague had a PAID first class ticket with a connection in Atlanta. Our first flight was delayed by mechanical and we were very late getting into Atlanta, obviously missing our connection. The very last flight out to our destination, we were finally allowed on as standby, the last two people allowed to board IN COACH near the back of the plane. (I was just so tired by then and wanted to get somewhere so I could go to bed, I said nothing then).

Once I returned home, I called Delta and asked them about a partial credit because our second leg was in coach, "no can't do it", it was a special discount ticket through an agreement with our employer travel agent. I then asked them, well why didn't I get my First Class bonus miles for that leg since I PAID for First Class. "You sat in coach". GRRRRRR

I just dropped it, because it was the company's money, and the miles for business travel are just a perk. But ooooh, that was annoying.

On top of all that, my luggage didn't make the connection. I got it back at the airport the next evening in time to check it for the flight home.

I still fly Delta though because other than a few minor glitches I've had good service with them.

 

[Corwin12]

Aren't you all happy these airlines gleefully take your tax dollars in the form of gov't bail out! Happens every time one of these airlines goes bankrupt.

 

[Dis31]

Ugh ... had a problem recently with Delta also our flights changed twice from JFK and I called to see if we could do something about it and the lady was sooo rude! For about 15 min she tried to tell me there was nop flight change! Well yes there was and I was looking at it on the screen as we were speaking. And now we have no seating arrangements so ill be calling back shortly! Geez the best customer service I have ever recieved was from Jetblue and Southwest! Never again with DELTA!

 

[TiffinyKC]

On the sunnier side of things... Midwest will always have my business (for the cities they service). Because they really do have customer service at the top of their priority list. Does it cost more than some other airlines? Yes. But the real question is whether the consumer is willing to pay 30-80 dollars more for the service and (usually) two-across coach seating. Absolutely!

I am SO EXCITED to hear this! Yesterday I booked my first flight on Midwest and they were extremely low maintenance and kind. If this is any reflection of when I actually board that plane I will be way happy; also, smaller plane, only 88 passengers, I am hoping that means good things.

Yippie! Thanks for the good review, I am really excited to fly with them (and fresh baked cookies on board )!

 

[Kaybee]

I will think twice before booking with Delta also. Not only is their customer service lacking but my flight times in 2 months have changed 4 different times!! I never have had this problem when I fly other airlines. Everytime I sign on my computer I look for an email from Delta to say guess what we moved your flights again!!

 

[disneyldwjr]

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.

Well said, Lewis. ITA.

 

[Lewisc]

You asked to have your seats moved, the Delta employee said no. You said you had a medical reason, the Delta employee said no. You asked if you could mail a doctor's note, the Delta employee said no. You asked to talk to a supervisor, the Delta employee said no.

Maybe the Delta employee could have handled it better but continuing to ask for an exception is rude. At best both your spouse and the Delta employee were rude but it sounds like you spouse was confrontational.

I don't know what city you're flying from but $325 R/T isn't a bad fare. Go to Delta's website and price a fully refundable Y class coach fare. That's the fare that might entitle to preferential treatment.


Sounds like your spouse was treated better than he deserved to be treated.

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!

 

[disneyldwjr]

You asked to have your seats moved, the Delta employee said no. You said you had a medical reason, the Delta employee said no. You asked if you could mail a doctor's note, the Delta employee said no. You asked to talk to a supervisor, the Delta employee said no.

Maybe the Delta employee could have handled it better but continuing to ask for an exception is rude. At best both your spouse and the Delta employee were rude but it sounds like you spouse was confrontational.

I don't know what city you're flying from but $325 R/T isn't a bad fare. Go to Delta's website and price a fully refundable Y class coach fare. That's the fare that might entitle to preferential treatment.


Sounds like your spouse was treated better than he deserved to be treated.

Ah, gone are the days when "the customer is always right". HORAY!!!! Cause they are not always right and after seeing enough people in customer service treated like scum, I say it is about darn time.
I don't know about the OP, I was not on the phone with them. But, I do know there are always three sides to every story. "yours, mine, and the truth". If, however, as was stated that the OP could hear the CSR yelling through the phone, then I doubt she will have her job for long. I am sure it drew attention.
Have a great day!!!!!

 

[goofy4tink]

I will think twice before booking with Delta also. Not only is their customer service lacking but my flight times in 2 months have changed 4 different times!! I never have had this problem when I fly other airlines. Everytime I sign on my computer I look for an email from Delta to say guess what we moved your flights again!!

You get emails telling you they've changed your flights somehow?? I have yet to have them notify me of any changes, no matter how close I am to flight time. The one, and only, time I have heard from Delta was via the phone, when they told us they had overbooked and wanted to know if we would consider changing our travel dates. When I asked if they were going to 'comp' it somehow, she said no, they were just hoping we would make the changes out of courtesy!!! Ah, no..that is not going to happen. We had booked that flight about 6 months previously..not changing. We get to the airport early anyway, this time was no different. However, didn't seem to be any issues..no passengers were looking put out, so I guess they finally found someone who was more courteous than I was.

 

[snowwite]

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.

I dont understand the reasoning about switching the person who bought early.I think it should be first come first serve so the person who bought first gets priority if there needs to be a switch and a switch should have to be comparable. Of course that is my in a perfect world wich which we all know we dont live in.

 

[deltachi8]

Ive had to deal with Delta CS a couple times over changed flights and seats and I will tell you this..

They were quite nice and accomodating both times.

 

[disneyldwjr]

I dont understand the reasoning about switching the person who bought early.I think it should be first come first serve so the person who bought first gets priority if there needs to be a switch and a switch should have to be comparable. Of course that is my in a perfect world wich which we all know we dont live in.

Well, we don't know that the person that got her seats booked before the switch. And, since you are purchasing a seat/s, then any seat in the same class would be considered comparable.
When airlines switch flights, combine flights, etc. Lots of seat switches occur and not everyone is happy.

 

[LoraJ]

We had a bad Delta experience on our last trip. before we left, we checked all of our flights, making sure we had all the seat assignments and everything was great. Well, on our return flight, they released our seats and put us on standby. We were not pleased. In fact, we couldn't even find our reservation when we arrived. They were rude to us when we questioned what was going on. They never explained what was going on, and never made us feel liek we would be able to get on the flight. We had booked the flight 4 months before.

While waiting to board, I called their customer service trying to find out what was going on and what happened to our seats. I could not understand the outsourced agent's accent at all. I asked her since they can't seem to guarantee that we'll get on our flight, can they put us on this CO flight that was at the next gate. She said "sure, just call CO and give them your confirmation number and they'll put you on." I knew that was impossible, but she promised me it was true. So I called CO and the woman on the phone was laughing that the Delta woman didn't know what she was talking about. I told her I was sorry I ever booked with Delta and will go back to CO next time.

But the two times I use Delta last year, I had some sort of problem, and dealing with their customer service is a nightmare. I'll avoid them as much as I can. Sure, I have problems with other airlines, but the customer service is muh better with them IMO. I have emailed CO about some minor things and they have actually called me to appologize and how they value me as a customer.

We're flying Jet Blue on our next trip, Can't wait to try them out.

 

[vhoffman]

I sympathsize with the op. We had something similar happen with CO on our trip to Hawaii last June.

We had booked and paid for the flight almost a year in advance. We had picked our seats. Then they changed the flight almost at the last minute--well, 2 days in advance. We were never notified--I just happened to see a note to me when I checked our flight status. They had our email and phone number but never bothered to contact us.

When they changed the flight they also changed the seat assignments. We are a family of four, with two minors. They knew that from the assignments--its states clearly on all flight numbers that they are minors. However, we were split up all over the plane--not even in the same sections! I protested that 2 minor children couldn't be expected to be by themselves for 8.5 hours. My ds has ADHD and needs to be accompanied. The CO agent I spoke with was quite rude--he said "What do you expect me to do? Move people around who have paid for and selected their seats months in advance?" Well, that's what they did to us--cancelled our flight, booked us on another, then made no effort to keep a family with 2 minor children together. I was told perhaps we could work out something when we actually boarded with the gate agent. I didn't realize they probably expected a "tip" of some sort to rectify their mistake. We just got the same crap--we can't expect other people to rearrange their seat assignments for you! Like we were some sort of scum! Finally we boarded the plane, hoping someone would offer to change seats with us. If we could just arrange for one child to be with one parent, not all four together. Well, we were actually on the plane when they told us they couldn't rearrange us. My ds started to panic and cry that he would be by himself. I couldn't believe the airline could be so insensitive to such a situation. My ds was seated in the middle of a 3 across between a couple who were annoyed that their middle seat was occupied--they thought it would be vacant and were quite upset to find out it was occupied. My poor ds was wedged in between 2 people who were openly hostile towards him. I asked if one of them would consider trading seats so I could sit with him, they said they had picked those seats well in advance and shouldn't have to move. I pointed out that we had also picked our seats many months in advance and the change was due to the airline, not us. They then said they had "no intention of babysitting" for an 8 hour flight. I asked what they suggested, I'd offered to trade with them. They didn't want my seat because it was next to the bathroom. Finally I told ds to take my seat and I'd take his--if they were going to be hostile during an 8 hour flight they could fight with me, not a frightened child literally caught in the middle. Well, I took my seat, we too off, both my children alone with no support or comfort, my ds was screaming "Mommy, I'm scared" the whole take off. Finally, after we were airborne, a kind soul offered to change with us so we could sit together. My dh managed to trade with someone else so he was across the aisle from my dd. The whole experience was horrible! They kept acting like it was our fault somehow when the airline changed not only our flight but our seating arrangements! We have no desire to fly in the future, road trips for us!

 

[snowwite]

Thanks for that!

Luckily none of those pesky fairies are about tonight. Na-na-na-na

 

[snowwite]

Why are people "defending" the airlines being rude and providing lousy customer service? People need to speak up. Yes, they have us over a barrel because we need to fly but we still have the choice of carriers and we should not be paying for lousy service. I absolutely disagree about the price of a ticket making a difference in how you are treated but I do think that when you buy should matter. Why should someone who buys a seat six months later than me get preference over me. Separating families is just inexcusable.
If it means not cancelling flights,putting us onto another airline or refunding and compensating passengers for the airlines screw ups then that is what needs to happen. Passengers (customers) should not be treated like pawns to be moved about at will whose lives and experience on the flight do not matter.