Delta and poor, poor service!

[seashoreCM]

What happens (happened) when you do Remote Airline baggage Check-in at the resort (Delta participates in this) whether or not you actually ride Magical Express and the plane "has a mechanical" forcing all passengers to be rebooked? At least at the git go you would then not have all 4 bags to cart around.

After the fact, would Delta (have) exchange(d) the day-old unused meal voucher for skycap services?

How about a "handicapped" rest room stall for the treatment?

Yes the original description was very vague. Sounded to me like no outlet to plug a wheelchair into and having to go behind an unused gate podium (anouther suitable location for treatment?) and borrow the outlet from one of the computers. Better would have been a choreographed description of what would have been desired.

 

[disney's daughter]

YIKES! I am almost afraid to post my opinion on this....Am I just not reading it right? Am I missing something? It seems to me that Charleyann was upset about how she and her son were initially treated.... I think everything else that happened...(which she stated several times she did not want to ride in a plane with defective problems)...just seemed to "pile on top"....especially since she has a disabled child.....A lot of us have had to face delays and cancelled flights...but, having a child with disabilities would have to have made those "inconviences" seem much worse...when Delta wasn't as "accomodating" as they should have been in the beginning...I have never had a child with severe disabilities as she stated her child has....so, I can't imagine her frustration....but, I can empathize with her....and now..I think she has become frustrated and defensive by everybody's replies....I think we were all missing her point some where along the line...

 

[Charleyann]

I checked my emails just minutes before I left the resort. I had my own hire. It may have taken 30 minutes to get to the airport. So there was no way of knowing or staying where I was.

Yes, I was vague at the beginning, I just thought that was enough for people to know. I guess I was wrong to not elborate.


Don't understand why Delta couldn't have informed passengers sooner. It was only 30 minutes to airport and a plane takes 3 hours to get from Boston? Even the emAIL they finally sent, said it was last minute change due to mechanical problems...unless, they hand to land the plane somewhere quickly?


Like I said, I had no problem with plane troubles....that is beyond Delta's control. Bad service is another thing!

Charleyann

 

[Charleyann]

YIKES! I am almost afraid to post my opinion on this....Am I just not reading it right? Am I missing something? It seems to me that Charleyann was upset about how she and her son were initially treated.... I think everything else that happened...(which she stated several times she did not want to ride in a plane with defective problems)...just seemed to "pile on top"....especially since she has a disabled child.....A lot of us have had to face delays and cancelled flights...but, having a child with disabilities would have to have made those "inconviences" seem much worse...when Delta wasn't as "accomodating" as they should have been in the beginning...I have never had a child with severe disabilities as she stated her child has....so, I can't imagine her frustration....but, I can empathize with her....and now..I think she has become frustrated and defensive by everybody's replies....I think we were all missing her point some where along the line...

You got it right! I felt the need to defend myself, becasue I felt some were not understanding and saying I needed mental help! I am not a anger person. With a sick child there is no time for that. I was only exprssing my opinion on the poor service extended to my disabled child! It was poor service extended to him.

Charleyann


I have rode many planes with no problems. A another poster said with my attitude I would continue to have problems? I will ride again!

 

[Hannathy]

With your name calling I'm surprised the mods didn't edit you and they should have. I have seen other posters get called on the carpet for saying much less. You were rude and if you dealt with Delta with the same tact I can see why they did the minimum.

I don't think Delta did that bad for you. They put you up, gave you vouchers. Did you ask for the use of a lounge or private office or were they supposed to read your mind. Not every telephone operator knows you need more than an electrical outlet. How had you planned on navigating with 4 bags if the flight hadn't been delayed if it was such a big deal? If your child can push his own chair then help would have been nice but not absolutely necessary. You come off with a real sense of entitlement that I think is so prevalent now that many businesses aren't going out of their way anymore since no matter what they do more is demanded. I'm sure many other folks that were to be on that flight lost wages and missed important meetings, that is one of the risks you take when you travel, inconvenient, expensive yes but a known risk we all take.

 

[Pigsty333]

What you should have done from the beginning, as soon as you found out the delay, etc., was to speak immediately with a supervisor. I am pretty sure the outcome would have been a lot different. Perhaps, at that point, you were frustrated and your message and medical needs did not come across as it should have with the customer service agent. They can only do so much - what the computers let them do. Anything else has to be authorized by a supervisor.

Just as you are under a lot of stress, so are they when a flight is cancelled by no fault of theirs or there are delays and everyone starts screaming and cursing at them.

My husband works at the airport and also works for Delta Part time. Let me tell you - they have been cursed, spit at and had food, bags, makeup, drinks, etc., thrown at them. There have been instances of physical abuse. Unless you work in an airport, you will never see all that goes on. I thought being a police officer was bad - the airport has it beat.

For instance - it is a beautiful day and there is a delay on flights taking off. No one seems to understand what is happening. Well, let me give you a little inside info - we have two wildlife guys working full time. We get all kinds of animal that decide to sun out on the runways - from alligators to wild pigs. Or, a dog that an owner did not secure in the kennel and takes off as soon as the plane doors open and now is running all over the runways. It happens all the time. Lightning - as soon as we get them they must shut down all the ramps, employees must go inside until the weather service declares it is safe to go back out. Did you know that sometimes we get over 20,000 lightning stirkes in an hour during a storm. That is why we are the lightning capital of the world. And, sometimes during these strikes - planes are damaged, etc. They need to be rechecked before being allowed to take off.

So this is our side of the story.

 

[Charleyann]

With your name calling I'm surprised the mods didn't edit you and they should have. I have seen other posters get called on the carpet for saying much less. You were rude and if you dealt with Delta with the same tact I can see why they did the minimum.

I don't think Delta did that bad for you. They put you up, gave you vouchers. Did you ask for the use of a lounge or private office or were they supposed to read your mind. Not every telephone operator knows you need more than an electrical outlet. How had you planned on navigating with 4 bags if the flight hadn't been delayed if it was such a big deal? If your child can push his own chair then help would have been nice but not absolutely necessary. You come off with a real sense of entitlement that I think is so prevalent now that many businesses aren't going out of their way anymore since no matter what they do more is demanded. I'm sure many other folks that were to be on that flight lost wages and missed important meetings, that is one of the risks you take when you travel, inconvenient, expensive yes but a known risk we all take.

I said to one person he was being a jerk after he said I needed help! If you hurl insults expect them back!

You were not there, nor did you experence what happened. My son could not push himself. He was reduced to tears. Delta employees stood back and watched as did other passengers. nobody offered to help. They all watched him struggle. In the end , I found a way to push them both!

WE bought tickets, like everyone else and all we expected was for assistance that is required by law which never came! Services that undisabled have no need for. It is suppose to be a guaranted service. Delta admitted they were wrong. Geez, why are you flaming?

Charleyann

 

[Charleyann]

I am faulting them for their lack of assistance with a disabled person. I spoke with a representative after we got t othe hotel. I did not yell, scream, swear , etc.....He just didn't get it.

I got the number for the party whom looks after disabled passengers. They had theprevious conversation recorded and said they were at wrong for the mishandling and yes it was poor service on their part!

 

[Miss Jasmine]

I\Don't understand why Delta couldn't have informed passengers sooner. It was only 30 minutes to airport and a plane takes 3 hours to get from Boston? Even the emAIL they finally sent, said it was last minute change due to mechanical problems...unless, they hand to land the plane somewhere quickly?



Charleyann

I am betting the problem(s) were found on the pre-flight inspection. Sometimes things crop up without a prior warning.

 

[magicaldisney]

To the OP...

I will not offer my opinion either way, but I will point out to you, after reading all of these posts....in you're original post, you're first paragraph was strictly about financial compensation, then as a second thought you went into explaining about your child. I think that is why you are feeling flamed. I believe people feel you received just compensation and are addressing that issue because that is what you were complaining about.

People who have responded are not as cold hearted as you think they are. Take some time to reread the posts and look at them objectively.

 

[kaytieeldr]

Airlines are suppose to offer assistance and to have it available to disabled passenagers. IT IS LAW !

Airlines, like other businesses, are supposed to make reasonable accommodations for disabled passengers. They provide assistance if requested, but it's up to the passenger to be proactive. YOU know what you need; Delta doesn't, until you specify.
I frankly find it somewhat unusual that there was no help available. That's what SkyCaps are FOR. Even if there weren't any available at a particular moment, since you were seemingly not time-constrained (e.g. the hotel was leaving at a particular time, although, sure, the shuttle schedules may have been less than convenient), couldn't you have waited until somebody was available?
Interestingly, Delta's own published policy does not address assistance with one's own wheelchair at all.
http://www.delta.com/planning_reser...rs_disabilities/wheelchair_services/index.jsp
If your son was using one that belonged to the airport, it should have been accompanied by a SkyCap (plentiful at MCO, but again, it may have just been the timing), but if was using his own chair, it just makes sense that any and all observers would presume that he can get himself around, or that you can push him - yes, even with a lot of luggage. Tears or no.

 

[2Princes2Princesses]

Charleyann-

I was not flaming you and I meant the percieved insensitivity to your POST, not when you spoke to Delta.

I also agreed that short of a plain nebulizer treatment, I would not want to treat my child in an airport either, but you seemed to assume that I was saying you were in the wrong.

I do think Delta made an effort. If that makes me ignorant, so be it. As Bicker said, they really are only responsible to transport you when a flight becomes available. They could have said "Sorry, flight is delayed. Have a nice stay in the airport for 37 hours, we'll get you on the next flight we can. There is nothing more we can do."

Regardless, my post was intended to try to perhaps help out by stating that maybe it was not that people on the board were being insensitive to you, but that they merely didn't understand the gravity of the situation. And also to say I agreed with your frustration about the treatment in the airport.

Yet you jumped all over me as if I was attacking you. Your original post said NOTHING about the wheelchair and the luggage. It was a little hard to see why you were so angry when your original post seemed to show that Delta tried to help you out.

Forget I said anything. Fine, Delta is a bad, bad company. I am an ignorant, insensitive jerk. You didn't post the whole story and I am so sorry I did not use my special psychic powers to know everything Delta did to irritate you. I seriously doubt Delta could have done anything to remedy this and satisfy you.

 

[Devil_Dog99]

I read the original post to read you were primarily complaining about the fact that you were delayed in getting home, were missing two days of work and losing money on your dogsitter. And oh by the way they were rude in suggesting treatment for my son. No wonder you got flamed. If your primary complaint is how Delta treated you because of the suggestion, then make it that.

I agree 100% that the first Delta rep was way wrong in what he said and I am glad to see that Delta is trying to make right. I do not see how that is poor poor service. As for the wheelchair, the other poster is right - it's not Delta - it;s skycaps. I seem to recall you had a similar instance (wheelchair related) with Delta in Boston - I told you it is probably Massport's responsibility. And if you have so many problems with Delta, why do you still fly them??

 

[seashoreCM]

Did you specifically go up to anyone to ask for assistance pushing the cart, etc?

When I visit a museum I don't really want the tour guide hovering over me. When I go shopping I really don't want store clerks hovering over me. Many people in wheelchairs get uptight when they go somewhere and the first thing they see is a bellhop or other person coming up behind to push them. Many parents get incensed when their child is crying and some bystander comes up to intervene. These specific issues are discussed at length among handicapped persons and others who deal with handicapped persons.

I do contend that if someone is handicapped and fails to make a connection despite legal and "adequate" although not tremendous connection time, and everybody else did make the connection, his word makes it a missed conenction and not a no-show. I cannot imagine this situation would fit you seeing you left the hotel around 11 and the flight didn't leave until 5.

 

[CarolA]

Obviously, you don't get it. Bickering is your main goal here. IT's people like you and ignorance that make people see themselves for their disabilities and not their abilities.

Nough said,


Charleyann

Here's a hint... you get more flies with honey then vinegar. Your posts on here have done nothing to make me think that the problem was entirely with Delta.

If your attitude in person or on the phone is directed at "you are treating me wrong" from the start I find that NO airline employee is going to bend over backwards to help you. Why should they? It won't make you happy? The fact that you decided the way to deal with the original DL employee was to hang up on them says volumes.

Perhaps you should consider spending money on skycaps. Airline employees do not normally push wheelchairs for anyone.

Also, provision of places to provide medical treatment would be an airport authority resposiblity (Physical plant is thier mess, planes are the airlines mess)


(Also, FOUR huge suitcases for two of you? Are you moving to Orlando? Even assuming one of them is medical equipment that's a lot! When traveling with someone who needs assistance it really is even MORE important to travel light. There is always a risk that help won't be avaialbe at any airport, hotel etc. )

 

[jodifla]

To me, a 37 hour delay is COMPLETELY unacceptable. I would have been livid as well.

If I've contracted a service, I don't want excuses. I want the service. If one plane is broken, another should be put in its place. And/Or passengers put on other flights.

Having a son with special needs just makes it all the worse. The airlines should have called the Skycaps. It's normally SOP.

 

[Devil_Dog99]

To me, a 37 hour delay is COMPLETELY unacceptable. I would have been livid as well.

If I've contracted a service, I don't want excuses. I want the service. If one plane is broken, another should be put in its place. And/Or passengers put on other flights.

Having a son with special needs just makes it all the worse. The airlines should have called the Skycaps. It's normally SOP.

The delay was not 37 hours (that number was thrown out by another poster). The delay was 24. And airlines make every effort to get people out on the next available flight, whether on theirs or another airline. And it's not as easy as putting another plane in service. That option is not always available.

Charleyann,

What type of assistance did you ask of the Delta employees at MCO as far as getting you and your son to the shuttle area? Did they offer to get you a skycap? And I would like to know exactly how they broke the law. If they did break the law as badly as you claim they did, then I suggest you file a formal legal complaint and contact a lawyer.

As for the vouchers being 'useless', I can tell you that the BW probably had a list of places that both delivered AND took the vouchers. I suppose you didn't ask. Oh wait, they are supposed to know - guess they broke that law too, huh?

No one here is being ignorant. The ADA is only supposed to provide equal access and opportunity to disabled people. And you got it - airline employees are rude to everyone!!!

 

[bicker]

With your name calling I'm surprised the mods didn't edit you and they should have. I have seen other posters get called on the carpet for saying much less. You were rude and if you dealt with Delta with the same tact I can see why they did the minimum.

I was thinking the same thing. It's why I posited that the OP would encounter the same situation, again, in the future. The objective of these forums is to learn from each others' experiences. Folks should learn from the OP's experience what not to do, and what not to rely on.

I don't think Delta did that bad for you. They put you up, gave you vouchers. ... You come off with a real sense of entitlement that I think is so prevalent now that many businesses aren't going out of their way anymore since no matter what they do more is demanded. I'm sure many other folks that were to be on that flight lost wages and missed important meetings, that is one of the risks you take when you travel, inconvenient, expensive yes but a known risk we all take.

I agree. We need to face the reality of the inconvenience we ourselves have created through our reluctance to pay a premium for premium service.

 

[goofy4tink]

Okay guys....settle it down a bit. I think the OP started with one argument and then changed to another one. To many of us, it makes one think that she was looking for some type of reiumbursement for her issues with her child's less than stellar treatment at Delta's hands. Were they in the wrong? Yes, and they admitted it. I'm not sure what else the OP is looking for. But, I do know that there are many, many compassionate folks here on these boards, who really do get it when someone is 'disrespected'. They do understand how frustrating it must be for a parent to have to deal with this.
But, we do have to keep it civil. If you choose to not like a response by someone, and this goes for all of you, please choose your response carefully. Personal attacks will not be tolerated here. Namecalling is not tolerated. You can get your feelings across without the above.
As I have told my poor dh before....just because someone doesn't agree with you doesn't mean they are wrong! They are entitled to their feelings and viewpoints as well. It's all about perception....please remember that we all have feelings here, and even just perceived insults hurt. You may not be trying to be insulting but that's how it comes across. And I have a hard time believing that anyone would intentionally try to be insulting....RIGHT????!!!

 

[seashoreCM]

Sometimes it helps to find an alternate flight you would like to be rebooked on before going up to the customer service agent. Even using a pay phone (because you don't have a cell phone) you can get flight information from airlines.

I agree. We need to face the reality of the inconvenience we ourselves have created through our reluctance to pay a premium for premium service.

OT (hint, hint) If the gas station sells (offers is the non-OT term applicable here) regular and my car works with regular, then there is no compelling reason for me to buy premium. However if regular occasionally has spurious material like water in it but premium does not, and if my car is fouled up by water in the gas, the station is responsible.

I think you will need a triple Ph.D. in literature and psychology and economics (or you may PM me) to understand the relevance (non-OT-ness to this thread) of this statement: Nowadays the difference in price between premium and regular is quite large.

Only triple masters in literature and psychology and economics needed to discuss this one ad nauseum in an ornate Victorian furnished cathedral ceilinged library room while sipping tea: If all the cars that have the needed controls for handicapped persons required premium gas, should gas stations sell to those persons premium gas at regular prices or should society subsidize the difference?