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 Wrongfully Treated by Delta Airlines
Posted Tue July 15, 2008 12:00 pm, by Kenneth P. written to Delta Air Lines
Write a Letter to this Company | Rate this Company
I arrived at MCO on July 13, 2008 2 hours before my flight, I checked in and received my boarding pass then proceeded to my gate.
After boarding the plane and taking my seat I was informed by the stewardess that I needed to exit the plane and see the gate agent.
After exiting the plane I asked the gate agent why I needed to exit the plane? She rudely informed me that she did not know and that my flight had been changed to the next days departure. The agent further told me that there was nothing that she could do and that I would have to go to the main ticket counter.
Upon arriving back at the ticket counter I had to wait in line for over an hour until an agent was available to help me! When I finally made it to the counter I was informed the same thing that the agent at the gate told me??? I also was informed that my luggage went with the flight that I was originally checked in for! When I asked for a voucher for a hotel I was informed NO because they were not responsable for weather delays???
I was never called to the desk at the gate to be informed that my flight was changed and I sat at the gate for over 3 hours!
When I informed the agent that this was unacceptable she called the lead agent who promptly and very rudely informed me that they were busy and could do nothing else for me! She further informed me to leave or she would contact security and also made the statement that because I am Military it was in my best interest to leave the desk. That statement made me furious and I told her that I was not going to move. She then proceeded to start yelling at me and proceeded to get a security person. Realizing that security would most likely side with her I walked down to baggage claims and asked for the Shift Supervisor.
The Shift Supervisor promptly arrived and upon learning how I was treated by the Delta Ticket Agent offered me a voucher worth $100.00 off of my next flight with Delta.
I had no other choice but to leave and come back the next day. I was forced to pay for a Hotel out of my own pocket and I had to wear the same clothes for 2 days because my bag went ahead to my final destination.
Upon finally arriving at my final destination I called Delta Corporate and spoke with a female Customer Service Agent. She was basically just like the ticket agents that I dealt with and not very accomodating! She just kept reiterating that Delta was not at fault due to weather!
When I informed that Delta may not be at fault for weather they certainly are at fault for not making me aware before boarding the original flight. Had I been informed I could have had my bag returned to me before the bags were loaded and I could have more easily made arrangements. Customer Service Agent then advised that I had been compensated already and that there was nothing she could do! She informed me to write a letter to Corporate if it made me feel better! I informed her that I had received compensation for the rude treatment afforded by the ticket agent.
After hearing the tone in the Customer Service Agent's voice I decided to end the call.
First, Discipline MCO Based Delta Ticket Agent for her unbelievable and unnacceptable rudeness! Threatning a customer with security and pointing out my affiliation with the US military as a way to scare me away as to not get in trouble because you have no customer service skills and are unwilling to help a distressed passenger!
Secondly, As a long time Delta customer and Frequent Flyer member I expect compensation equal to the inconveniance that I was afforded. Not because of weather but because of gross negligence of Delta staff to not inform me of said flight change in a timely manner and that fact that I had to endure personal expense and frustration due to Delta Airlines staff mistakes!
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by Kenneth P. Posted Fri July 25, 2008 @ 8:40 PM
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Dear Mr. Peck,
Thank you for your e-mail describing your recent experience with
Delta.
We apologize for the inconvenience and appreciate your taking the time
to share the details.
Mr. Peck, while I regret any misunderstanding, we don't normally
compensate for rudeness or flight irregularities outside of our
control.
We apologize and effectively utilize the complaint to improve in the
area of the service failure. We will offer a goodwill gesture,
however, when the passenger has been inconvenienced through no fault
of his/her own if warranted.
We do our best to keep our customers informed of any change affecting
their flight schedule. Sometimes, we are not aware of a problem early
enough to contact all passengers before they leave for the airport. We
regret the difficulty this caused for you. For the most up-to-date
travel advisories and flight information, feel free to visit us at
delta.com.
Your mention of passengers being given compensation to give up their
seats refers to Federal regulations which require an airline to give
compensation to a passenger who is denied boarding on a flight due to
an oversold situation. This particular rule is not applicable in the
event of a flight irregularity such as a mechanical or weather delay.
We regret that you were inconvenienced and can appreciate you wanting
to escalate this matter. This office has been delegated to respond on
behalf of Delta and its executive officers worldwide.
As previously advised, we do not provide compensation for flight
irregularities outside of our control. However, a goodwill gesture of
$100.00 was provided to you. No further compensation will be granted,
and we continue to respectfully decline your request.
Again, thank you for writing. We welcome future opportunities to be
of service.
Sincerely,
Bettie Brown
Manager
Customer Care
PS --the CEO of Delta Air Lines, Inc. is Richard Anderson.
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by Kenneth P. Posted Wed July 23, 2008 @ 9:03 PM
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Dear Mr. Peck,
Thank you for your email providing additional information. I am sorry
you were inconvenienced when you were required to deplane after having
boarded Flight 970 on July 13 which operated from Orlando to Atlanta.
It was learned that your connecting Flight 1810 from Atlanta to
Greensboro was canceled due to weather. Since we were unable to
accommodate you until the following day, you were rescheduled.
Therefore, we asked you to deplane and return the next day. We
apologize if this was not courteously explained to you.
When a flight is delayed or canceled due to weather, as was the case
with your flight, it is being done for the safety of all passengers.
The decision to cancel or delay a flight due to weather is not usually
made until the day of the flight; however, we occasionally cancel some
flights proactively when we become aware of an upcoming weather
problem.
This gives us a better opportunity to contact our customers and
arrange alternate flights. Since these disruptions are beyond our
control, we normally do not provide compensation or amenities, such as
meals or lodging. However, since we understood the impact this
disruption had on your travel plans, an exception was made to issue
you a $100.00 Transportation Credit for your inconvenience.
Again, thank you for writing and for an opportunity to offer an
explanation. Please accept our apology for the inconvenience you
experienced. We look forward to serving you under better
circumstances.
Sincerely,
Bettie Brown
Manager
Customer Care
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Maybe this will help:
"I arrived at MCO on July 13, 2008 2 hours before my flight, I checked
in and received my boarding pass then proceeded to my gate."
Then he got on the plane, then was taken off the plane, and then:
"I was never called to the desk at the gate to be informed that my
flight was changed and I sat at the gate for over 3 hours!"
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by Richard S. Posted Wed July 16, 2008 @ 11:03 AM
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There is something that doesnt add up here. Was this a non stop flight
to your final destination or did you have to connect to another flight
in order to reach your destination? I have a feeling it was the later
because it made no sense as to why Delta would have made you get off
your flight if you were on the plane.
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First of all, Kenneth, thank you for your service to the country. I
know that you put yourself in harm's way to make the world better for
people like me, and I appreciate it. I honestly wish I had been there
to pay for your hotel and get some some comfortable clothes.
Something about Delta's story is just not holding water. I honestly
have never heard of a weather delay affecting a single passenger.
Maybe there was some weather event that caused some stand-by issues
and they decided by lottery who got bumped? I'm making that up, but I
can't really think of anything that even makes sense at all.
We've got some airline type folks who read these. Hopefully one of
them can help with some thoughts.
I'd call Delta back and ask specifically why weather caused you to be
pulled off the plane, but didn't cause the entire flight to be
cancelled. I'd (in an exceptionally calm voice at all times),
continue to escalate up the chain until you get a reasonable answer.
At each juncture, the first set of questions should be "what's your
name/identification number", "what's your title" and "who's your
boss". Write it all down. Keep asking your question until your cell
phone battery wears out!
Again -- thanks for taking care of us. Sorry you had to go through
all of this mess.
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There is something amiss here and it has something to do with the
ticket. And especially your saying you are a frequent flyer on
Delta??? Something is definately not right about this letter. I mean
even if this was on standby and not a regular scheduled ticket once
you were seated there should be no reason to ask you to depart the
plane before you reach your destination.
Unless you misread the ticket as did they at the gate and the date was
wrong and the ticket was for the next days flight.
I am going to wait to see what others have to say about this but it
still does not seem right...your letter and Delta treating military
personnel like this.
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