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 Delta Made Me Panic
Posted Thu April 24, 2008 12:00 pm, by Jean K. written to Delta Air Lines
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At the time of online purchase I called Delta to set up the unaccompanied minor arrangements for my son. I was told, and it was confirmed that we would need to pay $100.00 for the round trip flight in addition to the ticket price, the latter being paid at time of check-in at Hartford. We confirmed again that all my brother would be required to do is bring my son to the Delta counter prior to the flight.
On April 17, while at my daughter's dance studio (with no credit cards available) my brother called me in a panic because someone told him that he had to pay yet another $100.00 or they would not let my son board the plane. I requested the supervisor speak to me on the phone so we could straighten out the misunderstanding. He refused to speak to me. My brother said, she is Scott's legal guardian and you are refusing to speak to her? When I asked for his supervisor (via my brother), he again refused.
At this point, panic began to set in. He told my brother to call the 800 Delta line if he has a problem. I called and was told that she could not help me, that it was up to the supervisor to help me. I tried to re-explain that he REFUSED to even get on the phone when she cut me off saying "of course he's not going to talk to you, he's too busy". The dance studio parents all witnessed these conversations and were incredulous. I repeated "You are telling me that he is the only one who can help me, but he's too BUSY to help me???" Admittedly I became extremely panicked and irate, and she hung up on me. My son was 1000 miles away and travelling alone for the first time.
I called back my brother, who stated that the supervisor is so "busy" sipping a Slurpee and chatting with some girls, laughing it up. Meanwhile, my husband arrived, gave his credit card and my son was finally allowed to board his flight.
I want assurance that this will never happen to another family. I want a formal apology from both employees, and confirmation regarding what action will be taken.
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my oldest daughter has flown as a UM on several occasions to visit
with my parents. She is a very responsible young lady and I was
confident that she would be fine, but still as a mother I
worried....that's what we do, lol. I remembere once my parents gave me
the wrong flight number and when that plane came in I became frantic
when my daughter did not get off. I went to the counter and when they
could not find her name I must admit I lost it for a moment (thank
goodness the DH was there) well, turns out her flight came in one hour
after that one and they figured that out pretty quickly, but for a
moment my worst nightmare was a reality, so I can imagine how you
felt. You deserve and apology, and I would never again fly my child on
that particular airline. Believe it or not Spirit air with all their
problems is GREAT with children! Good Luck to you and I hope you
receive a resolution.
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by dg132001 Posted Fri April 25, 2008 @ 11:30 AM
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Wait a minute. I don't think anyone read your first paragraph too
carefully. You said that they told you you would have to pay $100 at
check in. It's your fault that you didn't provide the $100 for your
son to fly. Get over yourself. It was YOUR mistake!!
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by calm Posted Thu April 24, 2008 @ 4:40 PM
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What would Mike F. have been able to do for you?
I suspect that the people working at a specific airport would not be
able to take a credit card number over the phone.
While you should have gotten the correct information originally and
while it would have been nice if the people at Hartford had caught on
that you thought the surcharge was for both flights and not just one,
Mike F. was pretty much in the position of not being able to do
anything except accept payment. If you weren't able to make payment
(given that you were far enough away that you would have needed an
airline ticket to get there with your credit card), I can see why
Delta wouldn't want to encourage you to have a long angry phone call
with Mike F. about things he wasn't involved in and couldn't fix.
Whether or not Mike F. was engaged in urgent company business at that
exact moment, he has a job that involves a lot of putting out fires,
and therefore they want to insulate him from time-consuming things
that are not part of his job.
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by All About the Branding Posted Thu April 24, 2008 @ 4:30 PM
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"I want a formal apology from both employees, and confirmation
regarding what action will be taken."
Delta will NOT do this. I've tried. Under no circumstance will you
ever get an after-the-fact apology directly from an employee. And you
will NEVER get confirmation that any action was (or was not) taken
against an employee.
You will get an apology from corporate, however. In other words,
every letter you get from Delta will have, in some place, the phrase
"We apologize" or an equivalent.
This isn't to say that I disagree with you. Just that Delta's policy
on not having direct apologies or providing information on employee
actions is a serious HR policy that they will not bend. And, having
discussed this with someone in Delta's executive office, I can see
why.
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I think you also should demand your $100 back.
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Well
by ♪♪Venice♪♪ Thu April 24, 2008 @ 4:23 PM
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SHARED LETTERS 
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