Not happy Jan...Delta's customer service non-existent

[Mama loves planning]

Had a very frustrating debarcle with Delta AL. We have been watching the fares from SYD to MCO for a few months. They have been ridiculously high for a while and then one morning I log on and they have dropped by nearly $2000 for our family of 5. Cool! Let's book now! You can't book a childs fare online with Delta, why I'm not sure. Qantas and United allow childs fares online. So I have to call the reservation office. The office is closed and the recorded message tells me that it has been closed for 3 days, and no word on when it might open again. So I log onto Delta chat and ask a consultant how do I go about booking this fare when I can't book online and the office is closed. When will it re-open? "Sorry madam I don't have that information" How can I guarantee this fare? "Sorry madam, you can't" So, if the fares rise again before the office opens, bad luck then? "Sorry madam but that is correct". Since I've been watching the fares I know the low fares only hang around for a few hours sometimes, but defeated, I agree to call back again tomorrow. Today, the fare remains and the office is open, so I chat to the consultant. Could I check the fare please before I book. "Certainly madam" and she quotes me a price more than $450 above the internet fare. I said that on my computer it is cheaper and she says "Sorry madam, but that is the internet price and we can't match that because you have elected to book through a consultant". No, I said I am only booking through a consultant because you won't allow me to book my childs fare on your website. "Sorry Madam, but you can't book a childs fare online", (and so the conversation went around and around in circles) yes I said I understand that, so why are you penalising me for 'electing' to do something out of my control, insisted on by you? She then tells me to book the adult fares online and then call her back and she will then book the childs fare. When I ask the price for the childs fare it is so inflated it's ridiculous. I then explain that Jetabroad has the 5 fares at the cheaper price and asked if they price matched their agents. Wishful thinking because, hell they won't even match their own web price! At this point pulling my hair out! So in the end I booked with Jetabroad. Gave them my money. I would not have given Delta a second thought except for their schedule suited our family. Otherwise I would have been glad to give my money to another carrier. I am now in the process of organising my travel insurance because Delta will surely fall over if they continue their 'customer service' like that!!

 

[BecBennett]

That sucks! I hate that so much. Virgin say that you can have a free stop over with their flights, but you can't book stop over's online, so you have to call, which no longer makes them free luckily most of the phone consultants get that this is a bit stupid, and wave the fee, or atleast help you find flights that suit your schedule for a cheaper price.

There's nothing I hate more then rubbish customer service.

 

[alicia1506]

wow... that 'service' sucks... as someone who works in customer service for a living and has done, including complaints, for the last 10 years, that level of stupidity is just .. terrible.

i'm so sorry you experienced that. i couldn't understand why delta was approximately $200 pp each way more than other flight retailers.. now i figure they probably need the extra $$ to cover the fact that they're probably losing business. they clearly suck.

i hope that your flights work out

 

[Andona]

What a pain! It's ridiculous that you can't book a child's fare online.

So sorry that you've received such crummy customer service. I've been fighting own battles with Webjet lately and I know how frustrating it is

Glad you got a good deal with Jetabroad though.

Andona

 

[australiankaren]

sweetie, just say thank you, hang up and call again. if no joy, twitter them....instant replies....

 

[Mama loves planning]

My first post was an abridged version of the whole saga. I actually did call a number of times, got different consultants (asked to speak to a supervisor) and got the same run around. I am not currently on twitter, so maybe I should. I 'spoke' to Delta online chat a few times as well but they were nothing short of useless. When I asked for a number to call they gave me the number to call in the US, and when I said that number doesn't work from Australia, they just said, "Sorry, but we can't help you". I feel they really don't care about level of service because with only 1 flight a day out of Sydney, they are not willing to throw resources at such a small market. Putting it behind me know and looking forward to our WDW holiday. We have our bums on seats, which is the most important thing!

 

[australiankaren]

My first post was an abridged version of the whole saga. I actually did call a number of times, got different consultants (asked to speak to a supervisor) and got the same run around. I am not currently on twitter, so maybe I should. I 'spoke' to Delta online chat a few times as well but they were nothing short of useless. When I asked for a number to call they gave me the number to call in the US, and when I said that number doesn't work from Australia, they just said, "Sorry, but we can't help you". I feel they really don't care about level of service because with only 1 flight a day out of Sydney, they are not willing to throw resources at such a small market. Putting it behind me know and looking forward to our WDW holiday. We have our bums on seats, which is the most important thing!

dial 1800881011
then
1800144917 or 18002211212

hope this works

 

[Mama loves planning]

dial 1800881011
then
1800144917 or 18002211212

hope this works

Thanks for those numbers. There's always someone happy to help on the Dis!

 

[australiankaren]

then you can dial any toll free number in the states for free.....

I do love FREE!!!

hope it all works out, as I really do like Delta......

In future, if you have issues go to www.flyertalk.com and log into the delta boards, make a new thread and you'll see delta rep before you know it...fantastic site

 

[kyl]

They lost our bags once when returning from NYC to LAX. Worst customer service ever ever had....I was so greatful that I had kept my fathers ashes onboard and not in the bag like they wanted me to! Very stressful with three kids and my youngest was only 22mths old. Took them 4hours to find them...and what did we get for our troubles? A twenty dollar meal voucher to spend between the five of us. I was not happy jan!