Delta
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Category: Travel
Contact Information
Minnesota, United States
Phone number: 507-837-9048
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Delta Reviews
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September 29, 2008
Baggage charges
To Whom It May Concern,
I am a Sky Miles member and spend quite a bit for an individual with Delta. I usually go out of my way to choose Delta when traveling domestically and internationally. ( I am planning to book a trip to Paris today).
My wife and 2 children recently traveled to Chicago for my 9 year old son's Hockey tournament. I usually travel with my son but my daughter had a "Daddy - Daughter Girl Scout Camping" weekend at the same time.
The problem lies with the way she was handled/treated at your O'Hare ticket counter by an "Agent Reed" and how I was treated on the phone through the Delta Sky Miles number (800-323-2323)by a Garret Stevens from Cincinnati OH.
Here is the issue:
My wife Corene and son Justin under confirmation number C6IEHY and my daughter Emma under confirmation number C6W072 started their trip in Atlanta to Chicago on flight number 778 to depart at 7:30. each passenger had 1 item to check. We researched your sports equipment rule and found the following:
"Thank you for contacting Delta Air Lines.
Items of hockey / lacrosse equipment may be accepted as checked baggage and one such item may be included in the free baggage allowance. One item of hockey / lacrosse equipment is defined as one equipment bag plus two hockey or lacrosse sticks (taped together). The total weight of the equipment bag and hockey sticks may not exceed 50 pounds or excess weight charges will apply. Size limits of up to 80 linear inches apply.
We appreciate your interest in Delta Air Lines.
Sincerely,
Jack Freidman
Online Customer Support Desk
http://www.delta.com"
My wife printed the above and brought this with them in case there were any questions about your policy. The gentleman who checked them in (I was present) was outstanding, knew the policy and my son's hockey bag and sticks were treated as 1 free checked item as indicated above. I kissed my family goodbye and they were on their way. The other 40+ Atlanta area hockey families had the same experience and the policy was adhered to.
On the way back from Chicago (O'Hare), upon checking in for flight 799 the experience was not the same. My wife had the exact same baggage for our family BUT they forced her to pay $50 for the hockey sticks (One item of hockey / lacrosse equipment is defined as one equipment bag plus two hockey or lacrosse sticks (taped together)). Neither item was over 80 inches or 50 lbs.
When she tried to show Agent Reed the document from your organization, he refused to review it and stated if you want to take the sticks back with you it will have to be an additional $50. She then called me on her cell to ask what she should do. I asked to talk to the agent and he said (I could hear in the background) that there is "nothing I can say that will change his mind.
I told her to pay the $50 and we will work it out with Delta later so she could catch her flight and bring everything home.
While she was flying I called the sky miles number (800-323-2323) and the representative, after me telling my story told me I had to talk with the "baggage department". After being on hold for 37 minutes I finally talked with a Baggage representative who was great. She validated my understanding of the policy but said she cannot provide the credit. It had to be done by a customer service person. he coached me on what numbers/information to have available and also said that I should go see someone in person since I was on my way to pick them up back in Atlanta. I thought great idea!
Once in Atlanta I went to the ticket counter and told my story. The first woman told me I was wrong and we had to pay the $50. She didn't even look up the policy when I requested. I asked to speak to a manager. The manager came over (Name escapes me but I believe begins with a G). I told my story yet again and he said I was wrong and I actually should have paid more! I asked him to research the policy and read it to me. he said the woman already did and I said no she didn't. He asked her and she said no I didn't. At this point another woman walked over named Tanya. She knew the policy and confirmed my understanding. The manager, after hearing that said I need to go to baggage to get my credit. I explained that I called baggage and they told me that they do not have the authority to provide credits. He then said I need to call sky miles to do it and I informed him that I did that also and they informed me to call baggage also which is wrong. Tanya then informed the manager that the credit could be issued right there where we were standing if I had the receipt. My wife had the receipt so it was agreed that once she got off the plane we would come back to that spot and complete the transaction.
My wife, son and daughter arrived safely and informed me that she had been called to the gate in Chicago and was informed by the gate agent that a mistake had been made and a credit for the $50 was issued. With that said we decided to take that as fact and get home without going back to the ticket counter where Tanya was. It was late (10:00) and a school night for the kids and we still had a 45 minute drive home. That was a mistake.
On the drive home I called sky miles again to validate the $50 credit. The woman researched and found the charge but no credit. I again explained my story and she again said no to the credit. I asked for a supervisor and got Garret Stevens on the phone. He was rude, short, unwilling to help and a bit snide. I believe he had the authority to give me the credit and chose not to.
This concern is more about following a policy than the money. In this economy don't you want a guy like me choosing you when we fly? I fly quite a bit for work (VP for UPS), quite abit for Hockey (my son is on the Atlanta Fire travel team) and for leisure (we are originally from Massachusetts so we fly family down and we fly up a lot.
I have choices. Many of the times Air Tran is $3-$6 cheaper and has just as nice a frequent flyer program but I have stayed loyal. I have a delta flight this week as a matter of fact (flight 1046- CQKZFR) and received my medallion upgrade email this morning!
I am requesting a credit for the $50 extra bag fee based on your written policy.
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September 9, 2008
Awful customer service
I would like to share with you my most recent experience on Delta. I would like to start by telling you how excited I was when I learned we were flying Delta the entire trip, from Jacksonville to Ghana. In the past, I had always trusted Delta to get me to my destination in a safe and timely manner.
I took off from Jacksonville on August 1st to Atlanta, Atlanta to JFK and on to Ghana. These flights were pretty uneventful, until we got to our International flight. I knew the flight to Ghana should be nice, since we would be on an airplane for 12 hours. Was I mistaken! We were packed in this airplane like sardines. The seats were crammed together and my poor legs were stuck in one position because I had no where to put them. To make a long flight extra long, we were stuck on the tarmac for an hour and a half. Not a great way to start the flight. I was toward the end of the line when it was my time to board the plane. By the time I arrived, most of the overhead containers were taken, so the flight attendant took my bag to put downstairs. Even tough I asked her to put it somewhere else. I had nothing to read, listen to or study during this trip. During the flight, we encountered a flight attending who was rude and did not like us to get up, even though the captain had not put on the seat belt sign. There was an instance where she accidently spilled something on my neighbor and the words out of her mouth were very disturbing. When we arrived to Ghana, I asked the flight attending for my bag. She informed me I would have to pick it up with the rest of my luggage. I tried telling her all my identification was in my bag and I needed it so I could go through customs. When I got to customs, I tried explaining to them the flight attending had taken my bag that included my passport, drivers license and other forms of I.D. I had to wait until all people had gone through customs, and be escorted to the baggage claim until I finally found my bag.
Luckily, I had a good trip and put this all behind me. This was until I came back to the United States.
The flight we were scheduled to take from Ghana to the United States was delayed by two hours in the United States. This meant it was two hours delayed picking us up in Ghana. We finally boarded the little, cramped airplane again and began our long trip home. When we finally made it back to the United States, we thought we were safe and almost home. This was the biggest mistake of them all!!
We learned that our connecting flight to Atlanta had been cancelled. There were two other International flights that came in around the same time we did. They also had problems. So Delta decided to cram as many people as they could into this tiny room and try to re-book us. We spent two hours in line and ready to get to a Delta representative and get home. I guess it was almost leaving time for the Delta representatives because they were short and very rude to us. Before we made it to the line, we saw people paying off the delta representatives to get closer in line and we saw Delta representatives giving out room vouchers to people who were on my same flight. When we made it to the counter, we told them if they could get us anywhere close to Jacksonville, that would be great. We would drive the rest of the way, if needed. We just wanted to go home. We were told there was nothing for a day and a half. When we asked about a room, we were told Delta would not be giving us a room, and they would not explain why. I asked to speak to a manager and was refused. She said she was not going to call a manager for me. She told me if I didnt leave, she would call port authority on me. Basically, she left me with no ticket and no room at eleven oclock at night. I had never in my life been talked to the way the Delta representative had talked me.
Finally, I found another Delta representative, Yvonne Green. She was wonderful. She took us to the manager I had been asking for earlier. I explained my situation and told him the way I was treated. He gave us a room. Luckily, I had called my dad during this time and he found me a flight out of Newark.
The next morning, we work up, and drove an hour to Newark to catch a flight home. Its funny that the airplane from Atlanta to Jacksonville, a 45- minute flight, was huge!! We each had our own T.V. and the seats were very spacious. Its a shame Delta didnt treat us like this for a 12 hour flight!
My experience with Delta was one of the worst experiences I have ever had. Its terrible that the main thing I remember from my trip to Africa was my awful experience with Delta. In the future, I will choose another airline over Delta, due to the customer service I received at JFK.
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August 22, 2008
Poor Service/Inept Personnel/Unreasonable resolution of their error
I had a one way flight from PA to KC for 8/30.
I called today to change my flight for 8/29 and was quoted specific flights that fit my need. The fare difference quoted was $170.00 and charged the difference to my credit card. I gave up my hotel room in PA for the night of 8/29.
I received my confirmation itinerary by email and see that it is actually changed to later in the day 8/30, not 8/29.
I call back and am told that they will take care of it and waive the further difference (8/29 now showing a $338 difference, not the $170 I was quoted and charged. To make matters worse, the agent gets flustered because the flight numbers I was provided don't match what he is showing so he puts me on hold again to speak to his supervisor and then comes back and says that they have to send me to reissue desk and the additional fees would be waived.
I reach the reissue desk, explain my dilemma (mind you-due to Delta's error) and am immediately told that the record has no documentation about waiving anything. This is before they even check to help or aplogize for the inconvenience and error!!
Now I am dealing with a robot who continues to use the word "CAN'T" in every sentence he spouts out.
I sit on hold for what seems like eternity (probably closer to 7 minutes).
The agent returns to day here are your options:
1) Keep original flight the same--they voided the $170 transaction already so you are not out the fee.
2) Pay $338 dollars more to change to the Friday flight.
When I ask if they could accomodate the Friday flight for the $170 I was quoted since I gave up my hotel room and otherwise have to find a place to stay in PA they say NO. Can't, Can't, Can't is every other word in the sentence.
No responsibility taken for setting a Customer expectation, making an error and no apology until I asked for one. Was it sincere? Not at all!
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July 31, 2008
Customer Service
July 27, 2008
Richard Anderson
CEO
Delta Airlines
1030 Delta Blvd
Atlanta, GA 30354
Dear Richard:
As a rule, I don’t usually take the time to write letters following poor customer service, but I have decided to make an exception after my recent experience with your airline.
My flight out of LAX was unfortunately cancelled due to “bad weather” in New York (after having already been delayed for three hours). This was not a surprise; the consumer has sadly become immune to the airlines’ ineptitude in regards to responding to the slightest change in the weather. What really irked me was the way I was treated by your customer service agents.
Once I had learned (through my own initiative, of course) of my cancelled flight, I called Delta’s customer service hotline. The agent informed me that I had been automatically rebooked on an itinerary that would have totaled 16 hours of travel time from Los Angeles to New York City the following day. I asked him to find me a non-stop flight, which was what I had originally paid for. Luckily, he booked me on such a flight. Later that day, when I looked up said flight on Delta.com, the website notified me that there would be one stop. So, I called Delta again, and a second agent assured me that this was incorrect; I was on a non-stop flight. Several hours later, when I decided to check in, the itinerary clearly noted a stop in Cincinnati. I once again called customer service, and the third agent proceeded to tell me that there were in fact two flights, with the same flight number, arriving at LaGuardia at the same time – and I was booked on the nonstop one of the two. This made little sense to me, and so I asked to speak with a supervisor – Susan, in Salt Lake City. Finally, Susan told me the truth. I was not on a nonstop flight at all. I never had been. What really irritated me was Susan’s total disregard for the fact that I had spent much of my day on the phone with Delta, having been lied to on three separate occasions. Not once did she offer to resolve the situation, neither with an upgrade, nor an offer of a refund or some extra miles. Susan blamed it all on the weather. The weather did not lie to me, Richard.
Spending my day on the phone with Delta agents is not my idea of a good time, especially when I’m treated like an idiot. I have access to the internet – I can fact-check. Not to mention the fact that I was subjected to a rather obnoxious outgoing message before I was even allowed to speak to an agent, explaining the evils of oil speculation. Have your PR people forgotten that airlines have traditionally been the most notorious oil speculators, betting on the price of oil in order to lock in prices a year in advance? It also seems rather silly to blame all of your problems on oil speculation, when the airlines (save for perhaps Southwest and Continental) haven’t figured out how to do business when oil is cheap. It might be smart to discontinue this silly PR stunt.
I’m quite aware of the fact that one person can never make a difference when dealing with a company such as yours. Thankfully, I work for a large, global company myself. I can assure you that I will never do business with Delta again. With just a little bit of effort on my part, I am hoping to say the same thing about my 15, 000+ colleagues. We’ll stick with Continental.
Kindest regards,
[Me]
CC: Edward Bastian, President; Stephen Gorman, EVP Operations; Lee Macenczak, EVP Sales & Marketing; Beth Johnston, SVP Human Resources; Larry Kellner, CEO Continental Airlines
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July 25, 2008
international flights
This is my second complaint against Delta, which I will never fly again. My mother, who has flown Delta exclusively for 15 years and is a Gold member (or whatever Delta calls them) booked a dream flight to Russia through Delta. Long story short, NIGHTMARE. As another person mentioned, her seat assignments weren't saved, and my 60-ish mom had to fly in the middle seat, where she couldn't easily stretch her legs. Then, they LOST her luggage, and I mean LOST. It took a week, numerous calls from us to various places (and we don't speak Russian-- pleasant). The thing is-- they knew where her luggage was all the time. Her first week in Russia was basically ruined because they wouldn't deliver the luggage. Eventually she had to spend the time and money to take a two hour cab ride back to the airport to get her luggage because no one would deliver it and they actually HUNG UP on my mother. This is not all Delta's fault-- British Airway can take some of the blame, too. I'm placing this under Delta because THAT is who my mother paid, THAT is who's customer service is completely in the pot. EVERY time we have called, for various reasons, we just happen to get the absolute rudest CSA's-- it is like they hire them for their ability to be complete A##'s. Again, I won't fly Delta ever again, and you shouldn't either.
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July 25, 2008
unaccompanied minors
My two nephews, ages 15 and 11, were flying from Cedar Rapids, IA to Hartford Ct through Cincinnati to visit their aunt (my sister). It was their second year flying Delta on this trip as unaccompanied minors. My family flies Delta exclusively many, many times a year. My sister booked their flight online and somehow a mistake was made and the tickets went through with the kids listed as adults, not unaccompanied minors (here's a tip-- you CANNOT book unaccompanied minors online, though they say you can, agents confirmed this is a LIE. You have to call in, then they charge you more for calling in. SCAM!). When my brother in law went to drop them off and they realized they were minors he had to pay $200-- fine, except that the unaccompanied minor flights on all the other airlines were way cheaper. So, my sister called Delta and received horrible customer service. My sister is attorney-- not someone to mess with. So, she reported them to the BBB and wrote a letter to the company. Whatever, we moved on. Well, after a week vacation my sister (aunt) took the boys to the Hartford airport for their return home and was informed that they couldn't fly because the flight from Cincinnati to Cedar Rapids was the last of the day and unaccompanied minors are not allowed on the last flight of the day. Well, why didn't anyone notice that at the airport in CR? This WAS Delta's fault, unlike the online ticketing which they managed to blame completely on my sister. Well, my sister in Hartford (the boy's aunt) was able to talk the boys onto the flight by switching the older one to adult status and promising that I would be there to get the younger one (I happen to live in Cincinnati). So, I had to drive 45 minutes to the airport and go to the counter and beg my younger nephew's way on the flight. I spoke to a VERY nice young lady and her manager who were able to fix the problem, but not without 1 hour of me waiting, not knowing what would happen. The boy's mother was LIVID, she was considering pressing charges against Delta for custodial interference, which I mentioned at the counter. Well, they finally told me I could go down, meet the boy's incoming flight, then wait with them for their flight to Cedar Rapids. Of course the flight was delayed due to weather problems in Atlanta and the boys and I ended up sitting in the Cincinnati airport for 4 hours, which was ok because I got to hang out with them. However, the problem wasn't over-- I spoke to the agent at the counter where they got off the plane and explained to her that my younger nephew would be going on, and I wanted to make sure his luggage would, too. She said it would. I then told them they needed to make sure their dad was listed as receiving them in Iowa, because with all the changes I was worried that got changed, too. I then repeated this to ANOTHER agent at the next counter. Well, the boys did get to Iowa, eventually, but of course the luggage didn't, and my brother in law wasn't listed to pick them up (yet they let him-- nice, what if there was a custody issue or something? $200 for what? They "watched" an 11 year old on the plane-- I watched him in cincinnati, I put him on the plane). In the end, the boy's luggage made it. However, the amount of money we are out for gas, parking, food, unaccompanied fee, long distance calls between all of us, etc is gone. I would recommend that Delta really look at this policy and the safety issues involved. I would also recommend that if you have unaccompanied minors you look for another airline for the kid's safety and your mental well being.
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June 19, 2008
Fraudulent charges
Like a lot of you... it seems that some one got a hold of my Visa Debit card number... so far in the past three days about 15 different orders have been placed thru various online companies - from what I read here it appears my card number has made its way into the hands of the scammers. This particular card hadn't been used in months... and I still had it in my wallet when my Credit Union called me to verify purchases made with the card.
Interestingly enough - the combination of data they used ie, ship to name, ship to address, and card number can only be linked to one transaction - I have been pondering this for days... the transaction occurred two years ago when a plane ticket was purchased thru Delta Air Lines on line.
Wasn't there something in the news a few months ago about Delta's data having been compromised? Anyone have a similar experience?
So far the companies that have charged my account are:
ENT Entertainment
Phentremine Direct
Gamefly
Pridetech
123Inkjets
Grant Academy
AIC Hydroderm
Bidfuel
Blockbuster
Vistaprint
Attempts were made at Netflix, Ebay, MyFax and Columbia House, but I was able to cancel the orders prior to shipment (I think).
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April 18, 2008
What Delta does not tell you ...
When you book a flight on Delta's website and you fly through one of the "partner's" in my case Air France. Delta never mentioned that your seat assignments are NEVER recorded. They NEVER show up in Air Frances computer. According to Delta... " Ya, we know it's a problem that our computers dont communicate, but remember it's really a seat suggestion" ... that's what I was told. Screw you on a seat suggestion, when it's a 11 or 12 hour flight and YOUR STUCK IN THE MIDDLE SEAT.
Why, becuase Air France allows THEIR passangers to book on-line. So when ALL Delta costomer's go to the airport to check in ... guess what's left, yep .. all the middle seats. So, unless your going on a Delta flight, don't book through them, when your actually flying a different carrier !!!
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December 31, 2007
Unaccompanied minor policy!
The unaccompanied minor rule is stupid, especially for a 14 year old. My husband had to wait with his son for 1 1/2, because of your stupid rule. This is a 14 year old, turning 15 in a matter of days. Why oh why did my husband have to waste his time sitting in an airport, with a person who can take care of himself. If I have any say we are never using Delta again, EVER.
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October 30, 2007
Charged for their mistake
I tried to purchase a ticket by internet but an error message told me to call customer service. They booked the ticket and waived the $20/ticket telephone booking fee. The next day I found the names were incorrect. I called to have them corrected and got new tickets issued. I just found out that they charged me $40 (two tickets) to correct their mistake because I didn't use the internet. This should be a no-brainer to refund my money but they are refusing. Why am I paying for their mistake? I am working with my credit card company to dispute the charges and will file a complaint with the Dept of Transportation and the Federal Trade commission. Is there any other recourse for me?
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