Beyond *RUDE* Delta Customer Service

[snowwite]

I feel bad for anyone who has had the misforune of being bumped and mistreated by any of the airlines. I do believe that customer service has become a misnomer since we are no longer treated as a customer and get very little service. The OP and others came here to vent/get support for what they experienced at the hands of the almighty airline.What surprises me is the posters coming to the airlines defense and basically saying that maing an advanced reservation with seat confirmation is a load of pooh and really doesnt mean the airline will be held to thier end of the bargain. I gotta wonder if a few posters here are in fact airline employees.You see so quick to jump all over people who were mistreated. I assume CSR means customer service rep which means to me that they are there to provide the customer a service. When I pay for a service (any service) I want what I paid for,period. I will not tolerate a CSR speaking to me rudely or condescendingly and if I ask to speak to a supervisor in person or on the phone that is every customers right and no one shoud be told no. It seems pretty clear that the airlines were wrong in both cases mentioned on this thread. How anyone can defend them is beyond me.

 

[poohluvrs]

The CONFIRMED is for the reservation, not for the specific seat.

I know when I get my confirmation for corporate travel through American Express Travel it says "seat requested". It's really just a request, no guarantee.

DL emailed us our electronic tickets noting our Delta Confirmation #, which included our flight #'s, times, & seat assignments. Thus, our belief that this was what we had purchased. I now understand this all means nothing & was a complete waste of time to request!

Thanks to the posters who have made me feel a little better about my frustrating experience, its our 1st time travelling with 2 toddlers, and is stressful enough without DL's complete lack of service or compassion. DH did take down the DL employees name, who when asked where/who he could contact regarding the service he was receiving, she replied delta.com

 

[disneyldwjr]

I feel bad for anyone who has had the misforune of being bumped and mistreated by any of the airlines. I do believe that customer service has become a misnomer since we are no longer treated as a customer and get very little service. The OP and others came here to vent/get support for what they experienced at the hands of the almighty airline.What surprises me is the posters coming to the airlines defense and basically saying that maing an advanced reservation with seat confirmation is a load of pooh and really doesnt mean the airline will be held to thier end of the bargain. I gotta wonder if a few posters here are in fact airline employees.You see so quick to jump all over people who were mistreated. I assume CSR means customer service rep which means to me that they are there to provide the customer a service. When I pay for a service (any service) I want what I paid for,period. I will not tolerate a CSR speaking to me rudely or condescendingly and if I ask to speak to a supervisor in person or on the phone that is every customers right and no one shoud be told no. It seems pretty clear that the airlines were wrong in both cases mentioned on this thread. How anyone can defend them is beyond me.

It is also the right of the airlines to cancel, change or otherwise modify their use of aircraft. Hence, you can be moved or bumped.
Just because someone is in customer service does not mean you are allowed to badger, berate, or otherwise mistreat someone. Customer service means to take care of the customer, but, not at all costs.
As I said before, treat people as they wish to be treated and you will be amazed at the results. Too many people do not do that anymore.
Personally, I was not defending anyone. I was definitely stating that there are three sides to every story and without being there, I was not taking anyone's side. You do not have a right to speak to a supervisor, you can ask for one, but, it is not a right. Be clear what your rights are.
In reality, when you book a flight, you have booked a seat. Your preferences are noted, but, are subject to change. Read the contract of carriage or the small print.
The airlines were not wrong, they were doing the best they could with changes. It is bound to upset someone.
BTW, I do NOT work for any airline.

 

[goofy4tink]

Deep breaths......okay now. I have to say that I have had some pretty interesting discussions with Delta reps in the past. The computer system they use is really whacky. I tend to book as soon as I see a fare that works for me..that could be 11 months before I fly or it could be 3 months beforehand. Now...say I book at 11 months out with Delta. I pay my fare, I 'choose' my seats. I understand the 'fine print'..I realize I am booking transportation from point A to point B on a particular day. So, I now make a habit of checking my flights on a weekly basis, usually on Sunday morning before church (give me lots of opportunity to pray for forgiveness for the things I am silently saying about Delta in my head!!). I see that my flight times have changed by about 10 minutes, my seats are now 'unassigned', I call to get them reassigned. The CSR tells me that I still have the seats, they just have to be redone in the system. This happens at least 3-4 more times in subsequent months. Why, in heaven's name, can't the computer system automatically update my seats in the system? Is this Delta's way of making sure I have seen the slight time changes? I have had equipment changes, departure changes...all requiring me to call and get seats redone. I have had, not this trip but others, where they have cancelled my 3/4 full flight, and added us to another flight that was also 3/4 full. Don't need to be a rocket scientist to figure that out...someone is not getting seats on that flight!!!!

So, now I continue to track my flights and their many myriad changes in times. I continue to call Delta to get my seats reassigned. I am sure to get to the airport 2 hrs before the departure time..just to make sure I am all checked in and in the seats I had assigned, rather than take a chance of someone beating me out by getting there and checking in before me. Never could figure out why some people insist on getting to the airport 20 minutes before boarding and then scream that they have lost their seats.

So.....let's try to be understanding of other's frustrations when dealing with the airline companies. Air travel isn't what it used to be...it is all about the bottom line and making a profit at the same time as offering fares that we, the passengers, are willing to pay. I will say it again...I don't need free food, movies, or blankets and pillows. I do need to have a CSR listen to me respectfully, answer my questions and try to help me resolve my problem. I realize that every problem is not going to be resolved the way I may like it to be resolved. I do hope, though, that I can remain civil and polite to the CSR, as I would expect them to be....as I would expect DISers to be here, on these boards!

 

[vhoffman]

I really feel in our case there was more the airline could have done to accomodate our circumstances, since they made the changes in the first place. There were a few seats open in first class, but that option was never mentioned to us. We realized it a few hours into the flight, when we had finally made other semi-satisfactory seating arrangements ourselves. They would let a first class seat fly empty rather than seat a frightened child with his mother!

My kids are 8 & 9. My daughter has flown alone on short flights to visit grandma. She was ok during the Hawaii flight. My dh managed to rearrange seats so both were in the aisle, he was a few rows behind her in the opposite row so they could at least see each other and communicate. My ds is different in that he is still somewhat afraid to fly, and has adhd, so has difficulty on such long trips. I had come prepared with things to entertain him, etc., but could hardly so so if not near him! However, what if it were a much younger child, say 2 or 3, who needs much more assistance? Will the airline change their diapers, cut up their food, make sure they don't put stuff in their mouths, etc? Or what about a disabled adult traveling with a companion/attendant? surely needs should come over preferences.

There's much discussion here about the airline's right to change seating, the seat assignment isn't something they have to honor, its just a preference, etc. Well, if the airline can change seating arrangements like they did in our case, why can't they change seating arrangements at flight time when its clearly in the passengers' best interest? First I'm told the airline can change seating arrangements whenever they please, there's no guarantee I will get the seat I'm assigned. Then I'm told they can't change the seating of people who have bought and paid for their tickets months in advance (which we also did). Why couldn't the airline just tell some passenger they had to rearrange their seating--that's what they told us when they changed our seating arrangements!

 

[snowwite]

Just because someone is in customer service does not mean you are allowed to badger, berate, or otherwise mistreat someone. Customer service means to take care of the customer, but, not at all costs.
As I said before, treat people as they wish to be treated and you will be amazed at the results. Too many people do not do that anymore.
.

First of all if I was directing my comments at only YOU I would have said so
Secondly I am ALWAYS polite dealing with CSR and expect same courtesy. I have NEVER berated someone for doing thier job. It does however that OP DH was not treated right.
Third As previouslt noted I am fully aware of the contract of carriage and how it protects only the airlines best interest.
I find it interestig that while you dont work for the enemy,ahem, I mean the airlines , that you are so quick to jump to thier defense and all over us.
All can I say is that since you see no issues with it I hope that karma comes around when you next choose to fly!

 

[vhoffman]

We just decided the hassles with air travel aren't worth it, at least for the next family vacation. We've decided on a driving trip--don't know where yet, but we're thinking of either the Smoky Mountain region or perhaps the Rockys-Colorado area (Rocky Mountain High.....Colorado!) Air travel has become a hassle, give it a rest!

Now I'm planning our driving trip...gives me something to look forward to. Traveling is so educational for my kids. They can relate much of what they've seen to school lessons. Its a lesson in geography, civics, history, etc. Hawaii was so wonderful! I remember telling my kids that Hawaii is part of the United States, which they found incredible since its so far away. My son commented on how big the US really is. My daughter commented that the people there didn't "look American". I asked her what's an American supposed to look like? That really stumped her!

Our last trip to WDW we studied the countries of Epcot in advance and made a scrapbook of the countries. They were so much more interested in the various countries. They even wanted to carry their scrapbooks with them to compare their facts with what they saw. Now they want to go on a trip around the world--I think Epcot is as close as they'll get for awhile!

 

[snowwite]

IThere's much discussion here about the airline's right to change seating, the seat assignment isn't something they have to honor, its just a preference, etc. Well, if the airline can change seating arrangements like they did in our case, why can't they change seating arrangements at flight time when its clearly in the passengers' best interest? First I'm told the airline can change seating arrangements whenever they please, there's no guarantee I will get the seat I'm assigned. Then I'm told they can't change the seating of people who have bought and paid for their tickets months in advance (which we also did). Why couldn't the airline just tell some passenger they had to rearrange their seating--that's what they told us when they changed our seating arrangements!

ITA. I dont understand how I lose my rights when the airlne cancels my pre paid , confirmed flight at the last second. If there are empty seats in first class the airline should absolutely fill those. If they choose to reward frequent fliers I could not care less because if they move them upo to 1st it would open some more coach seats and possibly allow familes to sit together. Personally I am terrified when I fly and so is DS. It is mean to separate us. We had a miserable flight from Aruba with the four of us spread all over plane until my seatmate swapped w/my child and DH moved to an empty seat nearby when someone moved to Exit row. But those were not the seats we chose and paid for. To listen to the logic on thos thread it makes no difference which flight or seat I book because the airline can do whatever they choose anyway. I choose carefully then plan our ADRs etc around flight times so it affects things. I also would choose a flight where we sit together near the wing than spread out or in the back of the plane.

 

[safetymom]

You purchase transportation from one point to the other. You don't purchase a seat assignment. Yes airlines will let first class fly with empty seats.

 

[goofy4tink]

In the majority of cases, the airlines will do the best they can to seat people in one party together. Sometimes that just isn't possible. I would think though, that it shouldn't be too tough to be able to take a family of four, and put a parent with each child. There have to be some passengers on that plane that would try to help out in this situation. I think most people would try. I'm sorry that some of you have had a different experience...I'm hoping they are isolated ones and don't happen all that much.

 

[Missy Mouse]

I feel bad for anyone who has had the misforune of being bumped and mistreated by any of the airlines. I do believe that customer service has become a misnomer since we are no longer treated as a customer and get very little service. The OP and others came here to vent/get support for what they experienced at the hands of the almighty airline.What surprises me is the posters coming to the airlines defense and basically saying that maing an advanced reservation with seat confirmation is a load of pooh and really doesnt mean the airline will be held to thier end of the bargain. I gotta wonder if a few posters here are in fact airline employees.You see so quick to jump all over people who were mistreated. I assume CSR means customer service rep which means to me that they are there to provide the customer a service. When I pay for a service (any service) I want what I paid for,period. I will not tolerate a CSR speaking to me rudely or condescendingly and if I ask to speak to a supervisor in person or on the phone that is every customers right and no one shoud be told no. It seems pretty clear that the airlines were wrong in both cases mentioned on this thread. How anyone can defend them is beyond me.

I whole-heartedly agree. There are always a few holier-than-thou posters on this board who rush to the defense of everyone but the OP. It is clearly to start controversy. Everyone is entitled to vent without having to fear retribution. I find it interesting that anyone could think it's okay to split up young children on a plane and that it's something the parents just have to deal with. Flying is not something enjoyable for all people, especially young children. Turbulence frightens me and I'm a grown woman. I highly doubt half this mumbo jumbo spewed actually reflects the commenter's opinions. There are trouble makers in every bunch!

 

[shellybaxter]

While I agree there should be regulations requiring airlines to make accomidations for families with young children do to simple safety issues, however there currently are not. I'm surprised that their are not child advocacy groups proposing legistlation along those line as we speak (or as we type).

That being said, I don't understand the difference between "requesting" a certain seat on an airline and "requesting" a certain room at Disney. No one expects Disney to move other guests to accomidate their requests for rooms (well no reasonable person) so why would someone expect an airline to move another passenger to accomidate their request on an airplane?

 

[OceanAnnie]

Sorry you had a bad experience. Customer service does seem to be deteriorating and not just in the airline industry!

I think it's weird (and maybe telling) that Delta's customer service rep wouldn't let you speak to a manager!
Maybe you could've been accomodated and she didn't want it to happen (for whatever reason). There are people in the world like that. I'd call back and speak to someone else fresh. She may have been frazzled, having a bad day or something. You never know. All they can say is "no" again.

 

[disneyldwjr]

Deep breaths......okay now. I have to say that I have had some pretty interesting discussions with Delta reps in the past. The computer system they use is really whacky. I tend to book as soon as I see a fare that works for me..that could be 11 months before I fly or it could be 3 months beforehand. Now...say I book at 11 months out with Delta. I pay my fare, I 'choose' my seats. I understand the 'fine print'..I realize I am booking transportation from point A to point B on a particular day. So, I now make a habit of checking my flights on a weekly basis, usually on Sunday morning before church (give me lots of opportunity to pray for forgiveness for the things I am silently saying about Delta in my head!!). I see that my flight times have changed by about 10 minutes, my seats are now 'unassigned', I call to get them reassigned. The CSR tells me that I still have the seats, they just have to be redone in the system. This happens at least 3-4 more times in subsequent months. Why, in heaven's name, can't the computer system automatically update my seats in the system? Is this Delta's way of making sure I have seen the slight time changes? I have had equipment changes, departure changes...all requiring me to call and get seats redone. I have had, not this trip but others, where they have cancelled my 3/4 full flight, and added us to another flight that was also 3/4 full. Don't need to be a rocket scientist to figure that out...someone is not getting seats on that flight!!!!

So, now I continue to track my flights and their many myriad changes in times. I continue to call Delta to get my seats reassigned. I am sure to get to the airport 2 hrs before the departure time..just to make sure I am all checked in and in the seats I had assigned, rather than take a chance of someone beating me out by getting there and checking in before me. Never could figure out why some people insist on getting to the airport 20 minutes before boarding and then scream that they have lost their seats.

So.....let's try to be understanding of other's frustrations when dealing with the airline companies. Air travel isn't what it used to be...it is all about the bottom line and making a profit at the same time as offering fares that we, the passengers, are willing to pay. I will say it again...I don't need free food, movies, or blankets and pillows. I do need to have a CSR listen to me respectfully, answer my questions and try to help me resolve my problem. I realize that every problem is not going to be resolved the way I may like it to be resolved. I do hope, though, that I can remain civil and polite to the CSR, as I would expect them to be....as I would expect DISers to be here, on these boards!

Well said!!!!!

 

[goofy4tink]

While I agree there should be regulations requiring airlines to make accomidations for families with young children do to simple safety issues, however there currently are not. I'm surprised that their are not child advocacy groups proposing legistlation along those line as we speak (or as we type).

That being said, I don't understand the difference between "requesting" a certain seat on an airline and "requesting" a certain room at Disney. No one expects Disney to move other guests to accomidate their requests for rooms (well no reasonable person) so why would someone expect an airline to move another passenger to accomidate their request on an airplane?

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.

 

[disneyldwjr]

I really feel in our case there was more the airline could have done to accomodate our circumstances, since they made the changes in the first place. There were a few seats open in first class, but that option was never mentioned to us. We realized it a few hours into the flight, when we had finally made other semi-satisfactory seating arrangements ourselves. They would let a first class seat fly empty rather than seat a frightened child with his mother!

My kids are 8 & 9. My daughter has flown alone on short flights to visit grandma. She was ok during the Hawaii flight. My dh managed to rearrange seats so both were in the aisle, he was a few rows behind her in the opposite row so they could at least see each other and communicate. My ds is different in that he is still somewhat afraid to fly, and has adhd, so has difficulty on such long trips. I had come prepared with things to entertain him, etc., but could hardly so so if not near him! However, what if it were a much younger child, say 2 or 3, who needs much more assistance? Will the airline change their diapers, cut up their food, make sure they don't put stuff in their mouths, etc? Or what about a disabled adult traveling with a companion/attendant? surely needs should come over preferences.

There's much discussion here about the airline's right to change seating, the seat assignment isn't something they have to honor, its just a preference, etc. Well, if the airline can change seating arrangements like they did in our case, why can't they change seating arrangements at flight time when its clearly in the passengers' best interest? First I'm told the airline can change seating arrangements whenever they please, there's no guarantee I will get the seat I'm assigned. Then I'm told they can't change the seating of people who have bought and paid for their tickets months in advance (which we also did). Why couldn't the airline just tell some passenger they had to rearrange their seating--that's what they told us when they changed our seating arrangements!

They can change you to unassigned seats anytime they want. They cannot make pax move to accomodate you or make the judgement call as what is clearly in the pax best interest. Since you do not know the interests of every one on the plane, you cannot make that judgement either. If your flight was the one that got changed, then it is you and your fellow pax that are juggled in the substitute flight to be accomodated. 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.

 

[disneyldwjr]

First of all if I was directing my comments at only YOU I would have said so
Secondly I am ALWAYS polite dealing with CSR and expect same courtesy. I have NEVER berated someone for doing thier job. It does however that OP DH was not treated right.
Third As previouslt noted I am fully aware of the contract of carriage and how it protects only the airlines best interest.
I find it interestig that while you dont work for the enemy,ahem, I mean the airlines , that you are so quick to jump to thier defense and all over us.
All can I say is that since you see no issues with it I hope that karma comes around when you next choose to fly!

I never said you were not polite. Of course the contract of carriage is in the best interest of the airlines. Hello, what business makes their business plans/contracts to benefit anyone but the business or stockholders.
I am very quick to jump to the defense of anyone that cannot be there to defend themselves.
Careful what kind of Karma you wish on anyone, it does have the tendency to work the opposite of what you wish. My flights with DL, SWA, United, Northwest, etc. have been wonderful, I expect them to remain that way.

 

[bab31]

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 use Midwest express master card for my miles. Last June my daughter and I flew to Phoenix and took a bump. They put us on AA first class. Gave us two travel vouchers to be used within one year which is good for a ticket anywhere they fly. You can change that ressie up to one hour before flight time. The reservationist made sure to note that I should pay the taxes on the ticket asap for if my flight times were changed midwest no longer has a contractable ressie with me. I really appreciated that info. I have gotten very competitive prices with midwest. But I watch for sales just like any other airline.

But I trully think if the airline changes your flight time they should call you. You have made a contract with them when you purchase a ticket. Seating is just another animal.

 

[snowwite]

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.

Also since passengers are charged a fee if we in itiate the change why shouldnt the airlines have to do something to accomodate us when the change is thier fault? If a flight time changes by 10 mins and the airline allows a new passenger to book a previously held seat then it should default to the customer who bought and paid for it first and the airline should have to make it right with the new person. We even had problems w/this on honeymoon. I went to sit down and me and the guy in my assigned seat had identical tickets.The attendant finally moved me and DH to another (better ) seat but only after first planning to separate us and only after I tearfully explained why that was not going to be acceptable way to start my honeymoon. If I buy tickets to a sold out concert in row 5 I certainly dont expect to find that I have been bumped to the last row of the balacony. Why should flying be any different? People just want to be treated fairly and right now that is not happening.

 

[safetymom]

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.