Beyond *RUDE* Delta Customer Service

[bab31]

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!

I say how rude of many numerous flyers not to offer to help. I would have been loudly asking for volunteers!

 

[OceanAnnie]

We have no desire to fly in the future, road trips for us!

After that, I don't blame you! What a nightmare! How could people sit there and hear a child cry, "Mommy, I'm scared." and not do something is beyond me. That would've broken my heart to hear my own child cry out to me and not be able to be of comfort. It would have broken my heart as a passenger too.

 

[Lewisc]

Sometimes an airline will drop a flight, and move passengers to different flight. There may have already been passengers assigned to the new flight. Sometimes an airline will unassign both flights. That may make it easier to keep famlies together. In this case the OP was still seated with their family, just not in the front of the plane. An equipment change also gets the seats re-assigned.

Delta is reconfiguring some of the old SONG planes into two class service. People who booked in the front of the plane will get moved, not given a free upgrade to first class. Sometimes an airline will move passengers if they decide to reserve prime seats for elite flyers.

The Delta CSR may have been rude. The OP first complained about losing 60 minutes at WDW, about having to call DME with the changes and then didn't like where the new seats were located. The Delta CSR could have said something like, I'm sorry I can't help you and then hung up but the OP then would be complaining about the rude CSR that hung up on them. DELTA couldn't win since the OP didn't realize that both the flight and seat assignments were subject to change.

I don't think anyone is asking the airlines to move someone to a different seat in order to accomodate someone else. I believe that most people feel that if you 'picked' a particular group of seats when you booked your flight, it makes sense to believe that you will have those seats when you fly. Yes, equipment changes, so that there might be a different configuration to the plane. I had that happen to me for my flight in Oct. Or, the entire flight could be cancelled, and then the people on that flight would have to merge with those already on a flight. Obviously, two people can't sit in the same seat. My issue, as well as others, is that if the airline only changes the flight times why do you need to lose your seats? Or, if something happens to make seat changes happen, why can't the airline notifiy people, rather than wait for them to show up at the airport?

Yes, people should be knowledgable about flight travel. They should do their homework and double check their flights routinely. But, there are a lot of people out there that aren't as knowledgable as we would like. I wonder what happens if I fail to routinely check on my flights, the flights change several times (and I haven't checked to see the changes and now my seats are unassigned)...if I don't call to get those seats reassigned, will they just be 'sold' to someone else and I will be surprised when I check in to find my seats gone and I have to be seated elsewhere? And my family could be spread out all over the plane? I'm just curious as to what would happen. I am also curious as to what situations would have someone's previously assigned seats mysteriously go away? Not being sarcastic here...I really do want to understand the reasonings and the situations that this could happen in.

 

[jodifla]

After that, I don't blame you! What a nightmare! How could people sit there and hear a child cry, "Mommy, I'm scared." and not do something is beyond me. That would've broken my heart to hear my own child cry out to me and not be able to be of comfort. It would have broken my heart as a passenger too.

But you can look to the responses on these boards to see how self-centered people are. They don't want to be inconvenienced, because they are frequent flyers, and they DESERVE their seats, unlike a frightened elementary school student, who is just a brat and needs to buck up!

(I find vhoffman's story rather shocking, as it forces parents to abandon their children. You can't leave them alone in a car before they are 12, but apparently, it's fine to leave your terrified 7-year-old unattended with 300 other people in a steel tube that's traveling 500 miles an hour at 35,000 feet.)

The cost of tickets has NOTHING TO DO WITH CUSTOMER SERVICE! If you have a customer service department, they should provide customer service. If we all spent double on our tickets tomorrow, it might get us pillows, but mainly, it's going to make a bunch of airline executives rich.

And perhaps it's not a right to talk to a supervisor, but you can bet that crappy customer service treatment gets a call and or letter to the corporate office, and those people tend to pay attention.

 

[momrek06]

OP...I feel your pain...this happened to us ONCE on a trip to WDW with DELTA as well.

YUP and like you we had been switched to the verrrrrrrrry back of the plane. I was so angry. We were the FIRST ones to board the plane and then proceed to watch EVERYONE else in this HUGE plane board and get settled (close to 30 minutes) all while we are STUCK in the back of the plane with the FA's making coffee etc. (The restrooms were right next to us and constant stream of people standing next to our seats, while they wait to use the facilities). Now the plane lands and we are THE VERY LAST ONES off the plane. We sat and watched absolutely EVERYONE deboard the plane(close to another 30 minutes of that)...so basically the customers in the front of the plane had an HOUR less time on the plane then MY family. They just got on and got right off....how sweet for them!!

I have totally switched to JET BLUE. Never had them switch my time or my seat AT ALL.

And I have motion issues as well.

I picked my seats totally in advance so this would not happen to us and it did.

 

[Lewisc]

There was a thread awhile ago in which a single mom was annoyed that no one would move so she could sit next to her 16 year old son.

Many of us would move for so one parent could sit next to a young child. Flights to Orlando are full of famlies. Famlies sometimes get split. A child that's old enough to ride a school bus without a parent can fly a row or two away from a parent.

In this case the OP wasn't split but was complaining about a minor time change and being near the rear of the plane.

But you can look to the responses on these boards to see how self-centered people are. They don't want to be inconvenienced, because they are frequent flyers, and they DESERVE their seats, unlike a frightened elementary school student, who is just a brat and needs to buck up!

(I find vhoffman's story rather shocking, as it forces parents to abandon their children. You can't leave them alone in a car before they are 12, but apparently, it's fine to leave your terrified 7-year-old unattended with 300 other people in a steel tube that's traveling 500 miles an hour at 35,000 feet.)

The cost of tickets has NOTHING TO DO WITH CUSTOMER SERVICE! If you have a customer service department, they should provide customer service. If we all spent double on our tickets tomorrow, it might get us pillows, but mainly, it's going to make a bunch of airline executives rich.

And perhaps it's not a right to talk to a supervisor, but you can bet that crappy customer service treatment gets a call and or letter to the corporate office, and those people tend to pay attention.

 

[Kteacher]

here's an update to my situation. I decided to call Delta a 3rd time, figuring maybe 3 times the charm, I get a wonderful rep who reconfirms everything for me. We had been bumped to a connecting flight from our original non stop on our return as our original flight had been cancelled. Checking online, I noticed there was now a non-stop back in the system again, with a later departure time, getting us into Bradley Intl. 1 1/2 hours earlier than our connecting flight. I took a chance and asked if there was any way they could switch us back to the non-stop- here's the response : " we would be more than happy to do that for you " I told the rep she just made my day , which she said she loves to hear . So you never know- I think it's just the luck of the draw when you call. My faith in Delta customer service has definitely been restored

 

[jodifla]

here's an update to my situation. I decided to call Delta a 3rd time, figuring maybe 3 times the charm, I get a wonderful rep who reconfirms everything for me. We had been bumped to a connecting flight from our original non stop on our return as our original flight had been cancelled. Checking online, I noticed there was now a non-stop back in the system again, with a later departure time, getting us into Bradley Intl. 1 1/2 hours earlier than our connecting flight. I took a chance and asked if there was any way they could switch us back to the non-stop- here's the response : " we would be more than happy to do that for you " I told the rep she just made my day , which she said she loves to hear . So you never know- I think it's just the luck of the draw when you call. My faith in Delta customer service has definitely been restored

Great! Have a wonderful trip.

 

[Kteacher]

just printed out my new itinerary that this wonderful Delta customer service rep emailed me

 

[poohluvrs]

just printed out my new itinerary that this wonderful Delta customer service rep emailed me

She must be the alter ego of the woman DH got!

 

[adrock1976]

If you want great customer service then you need to be willing to pay more for your tickets. You can't have it all unless you want to pay more to fly somewhere.

YES!!! This is the bottom line. People seem to think we still live in the days of $199 fares to every destination they want to fly. Like the other poster said, take your $315 whatever ticket, and price it out as a full-fare economy ticket. If you want the flexibility to cancel and make changes, and be eligible for upgrades, you have to pay for it...welcome to capitalism. When you buy a deeply dicsounted ticket, you get to play with all the restrictions that come along.

Seat assignments are a request and nothing more. Sure, it is frustrating if you think you have 9C and then get bumped back to 42G...but nothing says you cannot monitor your own situation and try and get the seat reassigned by calling...I have done this many times on numerous carriers.

I think the frustration also comes from people who never fly except that once a year family vacation. Just becuase you book 11 months ahead, doesn't mean things can't change...and while it may or may not be your individual situation, "everyone" always has a medical or other excuse of why they have to sit in first class, why they cannot sit in the last row, why they need two meals, or why they have to board first. There are too many liars out there that ruin legitimate accomodations for others.

We as consumers are driving a big part of this industry. Customer service has changed all over this country, not just the airline industry. Consumers expect to pay Wal-Mart prices with Louis Vuitton service...it doesn't work that way. Too many people seem to use customer service to treat someone else like crap because they are not happy with some aspect of their itinerary. Just like you did not make the seat assignment change, neither did the rep on the phone...they just have to deal with angry customers while someone in the upsatairs office juggles flight schedules. If everyone paid full fare tickets, there would undoubtedly be less schedule changes, combined flights and other assorted change arounds. At the same time, when customers want 15 flights a day at every odd hour to accomodate their schedule...there are bound to be cancellations when the loads do not materialize. I think we are going to have to get to 2 flights a day, and everyone will be competing for the seats.

Like the other posters said as well, you have no obligation to fly...no one is telling you that you cannot drive to your destination. Can service be better...sure, can customers learn to fly appropriately, read the fine print (I still can't believe someone actually said that one!), and realize you are paying to get from point A to B...things may be somewhat different. Do the people on this board try and strangle the bus or train driver the same way when that breaks down and they have to be accomodated by another means?

 

[poohluvrs]

OP...I feel your pain...this happened to us ONCE on a trip to WDW with DELTA as well.

YUP and like you we had been switched to the verrrrrrrrry back of the plane. I was so angry. We were the FIRST ones to board the plane and then proceed to watch EVERYONE else in this HUGE plane board and get settled (close to 30 minutes) all while we are STUCK in the back of the plane with the FA's making coffee etc. (The restrooms were right next to us and constant stream of people standing next to our seats, while they wait to use the facilities). Now the plane lands and we are THE VERY LAST ONES off the plane. We sat and watched absolutely EVERYONE deboard the plane(close to another 30 minutes of that)...so basically the customers in the front of the plane had an HOUR less time on the plane then MY family. They just got on and got right off....how sweet for them!!
And I have motion issues as well.

I picked my seats totally in advance so this would not happen to us and it did.

I know someone has to sit in the back & am accepting being moved, I'm sad for my twin 3yr olds who will undoubtedly be miserable and possibly sick, for my DH who has DVT's & phlebitis and for who that extra hour on the plane could be fatal , & least of all for myself who simply has a fear of flying. We booked ahead to make our vacation the most enjoyable one it could be for us, and have learned a hard lesson.

What makes me furious is that when we purchased our original seats online, Delta stated "Prior to your purchase you'll have the opportunity to select your desired seat from this map" , then chose our seats & bought our tickets...its the shameless bait & switch, or as one poster responded, "you ask for a filet & get served a chicken thigh"

 

[momrek06]

I know someone has to sit in the back & am accepting being moved, I'm sad for my twin 3yr olds who will undoubtedly be miserable and possibly sick, for my DH who has DVT's & phlebitis and for who that extra hour on the plane could be fatal , & least of all for myself who simply has a fear of flying. We booked ahead to make our vacation the most enjoyable one it could be for us, and have learned a hard lesson.

What makes me furious is that when we purchased our original seats online, Delta stated "Prior to your purchase you'll have the opportunity to select your desired seat from this map" , then chose our seats & bought our tickets...its the shameless bait & switch, or as one poster responded, "you ask for a filet & get served a chicken thigh"

ITA !! In this instance you were "proactive" went ahead, booked the plane early enough to get the seats you wanted before the plane was full/sold out and left with seats just here and there and now they go and switch it all up like this on you.

 

[delilah]

It is too complicated to try to explain they whys and wherefores to you. Children under 5 are never separated from their parents, your point is moot in that respect.
You would not be put in first class as that is not the class of service that you purchased. It is not the airline's problem that your son was frightened, they are under no obligation to solve your issues, if they chose to bend over backwards to accomodate you, they could have, but, they did not.
With a multitude of pax on board any aircraft it is incredibly difficult to accomodate everyone's needs. I am sure you were not the only person on that plane that had needs.[/QUOTE]


Why is it too complicated to explain? I am certain that there is very little concerning the logistics of scheduling and seat assignments that I, for one, would be incapable of understanding. When I am not given a satisfactory explanation for a situation, I am left to conclude that either the person answering the question hasn't got a clue, or they have a woeful lack of respect for my intelligence. My explanation for the airline problem with not being able to assign seats is that they have relatively unsophisticated algorithms that automatically assign seats, and even less sophisticated people working in the customer service area, some of whom lack basic empathy for their fellow human beings.

I was fortunate in one situation where our family was separated all over the plane that other families were in a similar situation. This was on a flight back from Orlando. We had three window seats, in rows 21 and 22 or so on a plane. There were three seats on one side of the plane, two on the other. The customer service representative was able to switch us around so that the three parties involved were all seated to their satifaction. One was a father and daughter, the other a young couple, and us, a family of three. If the airline really used an algorithm that didn't separate families to assign seats, this wouldn't have happened., because all three parties were separated. The father and daughter was seated next to each other in a three passenger row, the couple in the other two passenger row, and we were three in a row, together. My son was very anxious about the possibility of being separated from us, even though he is eight, very well behaved and an honor student at school. On this particular flight, I had purchased the tickets three months before the seating would even have been assigned, and we were separated, with no empty seats, from the very first day the seats were assigned.

It would seem that, with all things being equal (same fare, etc) that it should be a simple matter for airlines to realize that if I paid for all three tickets with one transaction, we are all in one party. Furthermore, there must be some knowledge of when I purchased my ticket relative to others on the flight. My questions in this reguard were never answered to my satisfaction by the airline representative prior to the flight. It is only a happy coincidence that the situation resolved happily, and lucky for all involved we were assertive enough to request the seat change, which originally was to swap one seat for one of us to sit next to our son.

In the same vein, I have had the unpleasant experience of having the middle seat between to other adults who obviously knew each other, but,neither wanted to sit in the middle seat, and both of whom wanted the arm rests. Talk about a back ache. I had to sit nearly motionless for the entire flight.

 

[snowwite]

here's an update to my situation. I decided to call Delta a 3rd time, figuring maybe 3 times the charm, I get a wonderful rep who reconfirms everything for me. We had been bumped to a connecting flight from our original non stop on our return as our original flight had been cancelled. Checking online, I noticed there was now a non-stop back in the system again, with a later departure time, getting us into Bradley Intl. 1 1/2 hours earlier than our connecting flight. I took a chance and asked if there was any way they could switch us back to the non-stop- here's the response : " we would be more than happy to do that for you " I told the rep she just made my day , which she said she loves to hear . So you never know- I think it's just the luck of the draw when you call. My faith in Delta customer service has definitely been restored

Great news!

 

[snowwite]

I still think it is like getting served a different meal or ordering size 6 and getting a 14. What we get is NOT what we paid for and the airline has no accoutability and that my friends is NOT fair.Maybe if enough of us make enough noise about it someone will start to listen.

 

[Lewisc]

You know that's not true. Why do you keep posting misinformation? You know that under the terms of the contract of carriage the airline is only agreeing to transport you between two airports on a particular day. Ordering a size 6 and getting a 14 is equivalent to the airline deciding to fly you into Miami instead of MCO.

Most of us would not be willing to pay the fares that would be required if we were guaranteed specific seats and guarantee no schedule changes.

SW avoids these problems by not assigning seats and not booking until it's close enough so that the schedule is firm.

I still think it is like getting served a different meal or ordering size 6 and getting a 14. What we get is NOT what we paid for and the airline has no accoutability and that my friends is NOT fair.Maybe if enough of us make enough noise about it someone will start to listen.

 

[poohluvrs]

You know that's not true. Why do you keep posting misinformation? You know that under the terms of the contract of carriage the airline is only agreeing to transport you between two airports on a particular day. Ordering a size 6 and getting a 14 is equivalent to the airline deciding to fly you into Miami instead of MCO.

Most of us would not be willing to pay the fares that would be required if we were guaranteed specific seats and guarantee no schedule changes.

SW avoids these problems by not assigning seats and not booking until it's close enough so that the schedule is firm.

Yes, Im still getting my transportation from point A to point B.

That does not change the fact that it's grossly misleading for Delta to state "Prior to your purchase you'll have the opportunity to select your desired seat from this map" when what they really mean is "If you give us your money this far in advance there is a significant chance your flight number, time, and seats you choose will be completely changed without any notice to you"

 

[Lewisc]

My last posted was directed to snowwite who knows the drill.

When you booked with Delta the website said :

Your ticket purchase is subject to important terms and conditions
Ticket purchase is subject to all terms in Delta's applicable Contract of Carriage.
For additional terms information, see Notice of Incorporated Terms.
Seats are limited. Fares may not be available on all flights.
At delta.com, tickets must be purchased immediately at the time of reservation confirmation.
For paper currency payments, such as cash, check, or a denied boarding voucher, customers may make reservations over the phone.
Fares and schedules may change without notice.
The reissue or downgrade of previously purchased tickets do not apply to delta.com fares.

I'll agree that many people don't read the "fine print" but the link to the terms and conditions was on the page where you selected your flight, before you paid.

I understand many people don't realize that schedule, or equipment changes, will void seat assignments. I understand you were confused. I understantd the Delta CSR could have been nicer but if your DH was told, sorry I can't help you and then the CSR hung up you'd still be unhappy.

Maybe Delta could have a better disclosure but even passengers who know the drill aren't happy with schedule changes and with seat changes.

Yes, Im still getting my transportation from point A to point B.

That does not change the fact that it's grossly misleading for Delta to state "Prior to your purchase you'll have the opportunity to select your desired seat from this map" when what they really mean is "If you give us your money this far in advance there is a significant chance your flight number, time, and seats you choose will be completely changed without any notice to you"

 

[goofy4tink]

A few points....in all the flights I have had with Delta, I have yet to have my seats switched to a spot that is unacceptable to me. I may be lucky, but I would tend to doubt it. Yes, I have had some 'interesting' Delta reps...one in Logan a year ago. I booked a flight, with my ds's cat (yes, the cat lady again!!). They knew I had a cat, I paid for the cat to fly with me. I checked every single day to make sure there was no one around me. I was really afraid I would end up with someone complaining or unhappy about flying with a cat next to them. No one was seated near me. Not until the day before my flight anyway. Now, you have to understand that this plane was nowhere near full. There were a ton of empty seats around me...I was about 5 rows from the end of the plane intentionally. But, they saw fit to put people around me.
When I got to the gate I asked if there were any seats available with no one next to me. The lady at the gate wanted to know why in heavens name I had an issue flying with other people!! She gave me such attitude. I explained it all to her...she sighed a huge sigh, and put me in a different row, with no one in the row except for me....finally. Everyone is happy.
I realize that Delta is reconfiguring the old Song planes, so the routes are in a state of confusion. But, to have to call to get my seats reassigned just because they change the departure time by 2 minutes is a bit much.

Now, for those of you who have an issue being seated for such a long time if you end up in the very rear of the plane...just because you are called to board first does not mean you have to jump up and get onboard!! You can wait until the end of the boarding process, then board. You can sit in the terminal, and then get on at the last call, with those in the middle of the plane. Everyone has a reason to sit somewhere in particular, but sometimes we don't get exactly what we want. The contract of carriage is very clear....you get a seat on a plane that will get you to your destination on the day you wish to go there. If you have an issue with the seating arrangements, it may be time to get in touch with Delta and let them know of your displeasure. And be sure to tell them that since they can't promise you the seat you chose, you will no longer flying with them but with Southwest. That should really make them sit up and take note!!! Cheaper fares, you sort of get to pick out a seat, and not a lot of changes, if any at all.