As I was looking up contact information for Delta's Corporate Office telephone number and address as I did not get it from Customer Care (what a joke!). I noticed the number of complaints and your web site. Here is my story.

On 7/10/07 we arrived at the gate 1 hour prior to our flight time (10:30 p.m). We noticed that our flight number at our gate had a different destination (JFK). Upon inquiring about this discrepancy, we were informed that our flight had been cancelled due to crew illness. We were then asked along with other passengers to form two lines. One line for 6 travelers whose names were called and the other for all other passengers booked on the flight for Boston, MA. By the time our turn came to speaker to one of the Delta Reps. we were given two choices, one - take a flight to Atlanta GA to Boston MA (1:00 a.m. depart. LV arrive Boston) it would have meant a total of 13-14 hours travel time or be booked with US Airways at 7:00 p.m. the following day to arrive at 1:00 a.m. on 7/12. We asked if they could find any earlier flights that would be direct for the next day (7/11) and the response was "NO" nothing else was available. We felt the agents were unsympathic to our travel plans we decided to request a refund and that our bags be returned to us A.S.A.P so that we may secure a flight ourselves. We noticed that when we asked for our luggage to be returned the agent paused with some doubt. We were told that our bags would be sent down to baggage claim. However, when we attempted to collect our bags from Delta's Baggage claim area we were informed that it would be approx. 1 hour before we could obtain our bags. My husband requested that the bags be held so that we could pick them up. We waited in the Airport for the hour as instructed and the bags never showed up. We decided that we needed to return home (VIA taxi) in order to try and secure a flight for the morning of 7/11. Upon returning home we were able to secure a flight with seat assignments on US Airways for a 11:30 a.m. direct flight to Boston MA. In the meantime, my husband and myself were on the phone trying to locate our luggage that Delta assured us would still be in Baggage Claim. To our surprise the luggage was no where to be found. We spent at least 3 to 4 hours on the phone with agents who were in India and Mexico and North Carolina with no success. Since we had a flight booked on 7/11 we requested repeatedly to have our bags tracked and sent on to Boston MA. upon the bags being located. My husband was issued a tracking number and was assured that all of our bags (4 bags total) would be in Boston sometime the evening of 7/11.

Upon arrival in Boston MA. we went directly to Delta baggage claim area. We discovered 3 out of 4 bags in the baggage room that were going on a flight back to Las Vegas NV. We quickly retrieved the 3 bags and then approached the baggage counter where we were informed that the final bag would be arriving on the next flight from Cincinnati OH in apporx. 1 hour. After we waited another hour as per directed we discovered that our missing bag was not on that Delta Flight. We went back into the Baggage Claim Office and were then informed by the same agent we spoke to about the incoming flight our luggage was supposed to be on that "Delta is not responsible for your missing bag any longer since you did not fly with Delta. According to the agent, we must file a delayed baggage claim with US Air". After we argued with the agent as to what carrier was responsible she(the agent with Delta) said that she would contact US Air for a delayed baggage claim number for us. We still had 1.5 hours of driving time to our final destination. We decided that nothing else was going to change in getting our missing baggage so we decided to leave our address information of where we would be staying for the next 8 days and left. Finally, on the afternoon of 7/14 our missing bag that contained all my husband clothes showed up at our vacation location.

When all of the above mentioned events you can see that we went through a great deal of aggravation and stress for no apparent reason during our scheduled trip. We missed several functions, 1 1/2 days of vacation, extra taxi($80) to and from the airport, replacement clothing ($80) for my husband not knowing if his luggage would be found, and additional cost incurred by booking last minute flights with US Airways ($220), not to mention phone costs, and wasted income from my side as I and self employed. I don't know what else to say other than I am irritated and if this is how you treat any number of your customers I can see that it reflects how well the company listens to it's patrons. I am familiar with how important customer service is as I practice in my business every day. If you value your customers I will expect a timely response and remedy for all the inconvenience your company and staff have caused.

I urge others to heed the above information and also to file a complaint with the FAA about Delta's handling of their travels and baggage. This is why according to reports published by the FAA that Delta remains in the top 10-20 worst Airlines consistently month after month!

Sincerely,
Toni

A 10 day trip to Rome, Florence and Venice. Checked luggage in at DFW, have never seen luggage again since checking it in. Tried desperately to contact Delta to no avail. In Italy 10 days without meds, clothes or anything. Delta has done nothing and could care less.

Wednesday May 16th Delta Flight 1766 was the flight from hell. It was a rainy afternoon and all seemed well. !80 passengers boarding plan as planned. Taxiing took about 30mins due to weather and other airline traffic. Finally our plane approached the runway for take off. As the engines roared just before take off, the dam brakes locked. Yep. it was horrific. People panicking, screaming out of control. The plan appeared to fish tail to the right a bit, possibly due to wet conditions. I thought this was the end. Immediately the plane corrected. The pilot informed us that the planes computer detected problem with left engine so sensor applied auto brakes in which pilot quickly disengaged and brought plane to rest manually. Well after another 40mins of taxiing plane back to maintenance and waiting we de-boarded and all 180 passengers bumped another flight that was going from atlanta to alaska. Needless to say they were not happy. Much confusion and little direction another 30mins or so we boarded. As we set and waited we applauded our pilots as they boarded. Damn 20 mins later they left the plane. Another 15-20mins went but and the stewardess informed us according to FAA regulations, those pilots exceeded their hours fr the day. WTF!!! Well we remained seated, 15 mins later we were informed that flight attendant message new pilots to take flight. Well 30mins later, after I demanded update, stewardess informed us that those piolts received message to late and responded to another flight. So a third set of pilots were contacted. This id fricken ridiculous. At this time $7 dllar vouchers ( no airport meal under $10) were given to extremely pissed of passengers and we were deboarded waiting for pilots. 40 mins later a new set of pilots arrived not pleased at all about flying to west coast. you know they should keep their comments to themselves. Many of us overheard thoer dis-pleasure. Well we soon boarded and set another 30 mins or so and finally pilots arrived. Another 20 mins gone by as we staged to depart. Damn not done yet. I set in aisle 24, above the wing and low and behold I heard a knocking noise. I asked the lady next to me to confirm. Indeed a noise that wasn't right. Wasn't sure what to do. i did flag stewardess as and she set in empty seat next to me as plane left ground. I told her listen and about every 20-30 mins this knocking sound would happen. She heard and was unsure, calling it a rudder noise. WTF!!! She tried to comfort us by telling us if serious the problem would flag the pilots and plane would landed. Lord help us I never prayed so hard in my life. $ and 1/2 hours later we landed in Ontario, Cal. Never in my life had have such an terrible flying experience. The maintenance, customer service, pilots, everything was against us. I work for Boeing in anahiem and to travel occasionally. I have yet to register complaint to my travel management and thought I'd give you guys a chance to respond. Anticipation...

In Panama, if you are not in line 2 hours before departure time, you aren't getting in line, period. No discussion. You missed your flight. The airport here is small and an hour or 90 minutes is plenty of time - even to have a cup of coffee and shop and have a nap but not according to Delta. Even if every other carrier somehow manages it. This is completely ridiculous. I've gone through, been in line more than 2 hours early and then had to sit and wait for ages. Maybe they have a deal with the duty free vendors or coffee shop... I wish there were more alternatives.

I would like to lodge a formal complaint in to the way my 1st Class booking on Delta Airways for compensation, as it was a disaster from start to finish. I would like to set up my complaint in paragraphs to explain to you what happened from my booking to arriving back in the USA flying Delta.

A) My company had accumulated around 250,000 Delta air miles, When I checked with Delta I was told I would need 90,000 Air Miles for a 1st Class ticket to Manchester England I booked the ticked, paid the taxes and was scheduled to leave on the 2nd Feb Flight Delta 1584 to Kennedy Airport New York to get my transfer on Flight Delta 154 to Manchester England as I had to be at a very important Trade show in Birmingham at the NEC for Sunday. So I booked a 1st class ticket to make sure I had priority in my seating and baggage, and 1st class service by Delta.
B) My Son David Kassar and his wife Denise Kassar also was trying to fly with me but when he tried to book the same flights Delta told him the flight was fully booked and he had to go on continental via Atlanta which we were not happy about and now I was flying by my self and my family were on a different flight/airline.
C) On arriving at Orlando Airport my son was flying 1 hour before me, so we arrived together. My check in for 1st class was good took around 10-15 minutes in line. But my son was in a line for 1-½ hours as the line was so long. I explained to a Delta agent that I had a 1st class ticket and was trying to be with my family and asked them, as a courtesy if my family could check in at the 1st class counter as there was now no line. They said NO he had to wait 1-½ hours like the rest of them. So I waited in the airport until they checked in. Now it was to late to get together as their flight was boarding in 30 minutes. Got no help from Delta with this situation.
D) This is where the trouble all started. The outgoing flight never arrived on time; I was told you had to change the plane and gate. We were around 45 minutes late in take off so when we landed in New York I only had around 45 minutes for my connection. I was now very worried about my baggage as I had all my work in for the Trade show to I asked a Delta agent if there would be any problems with my connecting flight in regards to getting my baggage on board. They told me they only needed 15 minutes from arrival to get luggage transferred. I thought this was unusual so when we finally arrived late in Kennedy airport I quickly went to 2 other Delta agents to check with them on my baggage. Both of them told me not to worry as they were aware of the late arrival and my baggage will be on the plane. NOT TRUE!
E) When I boarded both the planes the 1st plane to JFK I guess was only half full, and the plane to the UK was about 2/3rds full. So I was very upset why my Son and Daughter in law could not get a ticket on these flights as Delta had told him both flights were fully booked and there were no more seats on both the planes
F) Well guess what! Arrived in Manchester England waited for all the baggage on the carousel and NO BAGGAGE. An agent for Delta came over asked me my name and said “ Sorry your baggage is still in New York” I explained to him how carefully I had contacted Delta agents in New York to make sure my baggage was loaded on to the aircraft and he said “Sorry cant do anything about it” I told him all my work was in my case for a Trade Show on Sunday . He said he does not think I will be able to get my luggage to Sunday afternoon.
G) On Sunday afternoon around 12.30pm my luggage arrived by courier, it was now to late to go to the show in Birmingham. I had over 7 appointments set up that day to see supplies of ours that I could not reach as I did not have phone numbers for them as my cell phone was packed in my baggage. Also my Son who had arrived in the UK with his wife was now not able to go to the Show as all the show details, Passes, etc were in my case that never arrived.
H) On my return I checked in okay at Manchester airport, got to JFK on time, and then the problems started all over again. I was told there was a mechanical problem with the plane from JFK to Orlando so there will be a 2-hour delay. I arrived at JFK at around 1.30 pm . I waited almost 7 hours to get my connection. Then we were told we had to get a bus to the aircraft. I was holding a 1st class ticked. I was put on a bus (Standing Room Only) and then my priority boarding never happened I was just in a line with another 100+ passengers. The plane finally took off at around 7.45 pm.
I) When I arrived at Orlando my baggage being 1st Class should have had priority handling. I was almost the last person to get my baggage. The 1st Class Service you offered never happened.