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 Poor service in JFK airport TWICE. Serious illness for passenger.
Posted Thu April 5, 2007 12:00 pm, by Charles M. written to Delta Air Lines
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Ms. Russ,
I am sorry to tell but my dad also didn't receive the service in JFK. He was flying back to Russia on April 2, 2007 and nobody met him with a wheelchair. I guess Delta ignores elderly people and foreign speakers. It is a discrimination and I am going to move on with my complaints, unless Delta takes appropriate actions. My dad's name is *****, 74 y.o., citizen of Russia. I specifically asked at the registration at Dulles international airport if there was a request for a wheelchair, the answer was YES. I called beforehand to Delta customer service, about 4 days prior to the flight and asked if they have the request, they said YES. I called *****, customer service representative in New York and left several messages for her, she never called me back. She called me after my first complaint about my mother situation and assured that Delta will take care of my parents, but as I see nothing has been done. My mother ***** , 70 y.o., citizen of Russia, is flying back to Moscow, Russia on April 12.
Their home address is
Moscow region,
xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
Russia
If you are going to write them a letter, make sure it will be written in Russian, as they don't speak English.
If you want to write a letter to me or contact me in any other way, my name is *****, citizen of USA.
My address is
xxxxxxxxxx
Lorton VA
Tel xxxxxxxxxxxxx
Cell xxxxxxxxxxx
I don't believe that my mom didn't receive the service by an accident, I think it is a normal way for Delta to conduct Delta and not to carry any responsibility for the bad service. I come to this conclusion, because it happened twice. One time with my mother and the second time with my father.
If it happens again to my mother on April 12, I don't have a choice, I will have to get a help from a lawyer.
When the service was not provided for my mother, I was still pretty loyal and thought it was an accident. When I had to take her to the emergency room and them to 2 doctors, my loyalty disappeared. Bills were huge.
Imagine 70 y.o. woman trying to get her way around in JFK with no English skills, having only 50 min. before the next flight, go through the customs, receiving her suitcase and almost running to the next gate, which is miles away, at least she felt that way. Finally, when she got to gate 23 and showed her ticket, she was sent to gate 25 and she was running from gate to gate twice or three times before someone helped her, that someone was a Russian speaking girl who was also late for the connecting flight. That girl, I should say young lady complained to the manager at the airport and never got help.
When I met my mother in Dulles airport, that your lady told me that she would testify if I am going to proceed, she was surprised that my mother didn't get a heart attack. She said my mother was all swat and almost out of breath (my mother has an asthma).
When my mother arrived, I could not recognized her, she was pale and almost falling of her feet. She had spend several days in bed and then I took her to the hospital, she could not walk at all. Her whole trip was spoiled.
I really thought Delta learned the lesson, but I called my father this morning and asked him if he got assistance with a wheelchair in JFK, he said NO.
On the way to DC, he was helped with a wheelchair, but his trip back was awful.Also, as you know, flight 30 from New York to Moscow was delayed by 2 hours.
One more thing I need to mention. In my parents tickets the departure time from Dulles was 2:40 PM and if I didn't call customer service I would never knew that the actual departure time have been changed on April 1 to 1:40. How would I know that? Several days prior to my fathers departure I went online to check flight 5378 and it was not on a schedule. I called customer service and they told me that the schedule had changed!
The second reason I called customer service was because according to the tickets, the connecting flight 30 from JFK was in about 50 min and I was concerned that my father would not be able to make it, that's when I was told that the scheduled had been changed and my father will have an 1 and 50 min in JFK.
The whole story deserves attention and I hope that Delta will provide investigation of all the facts, compensate the cost of the medical bills and flight tickets cost for all the suffering of old people, spoiled vacation and my time spent online, emailing Delta representatives back and forth for 3 months now and making calls to Delta customer service.
My parents are old, who knows how long they will be around, I wanted to have a quality time with them, taking care of their small needs, to provide them everything they need and the result is that for three months now we have to discuss their flights on Delta. My father was scared that he would get lost in JFK, he was nervous for the whole week before the departure, he was asking me questions and he felt like I could solve all the problems with his flight. It appeared to be wrong. Now I am in the same position with my mother. She is nervous and talks about her flight back all the time, today,when she found out that my dad didn't get a wheel chair in JFK, she started crying. I personally can't take it anymore. I am heart broken. Think about it! Such a small thing that Delta has to do, just to meet and old person with a wheel chair and help him out to get on his next plane. It doesn't take a lot to be attentive to the customers like my parents. They are not spoiled, they don't demand, they are at a point in life that they need some HELP and ATTENTION.
I hope this letter helps and I am looking forward to hearing from you soon.
P.S.
My husband is in Iraq for almost 2 years now defending you and me and he is also heart broken for what happened to his parents in law.
1- Immediately reimburse for the medical charges, Mrs. ***** was made seriously ill by the experiences in New York, and had to be taken to the emergency room, when she arrived in Washington DC.
2- Prepare for wheelchair assistance for Mrs. ***** when she returns to Moscow (Itenerary Washington (Dulles) to JFK to Moscow) When she arrives at JFK for transfer, she needs to be met with a wheelchair, and provided assistance in making the connection to the Moscow flight.
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by Gino Posted Sat April 7, 2007 @ 1:19 AM
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Poor Service? Yes
Poor Planning on your part? Yes (Is it Delta's fault the gates are so
far apart at JFK?
Delta plan on an hour's leeway?
Delta deliberately cause a two hour delay?
Discrimination? I don't see it
Delta caused health problems? Hard to prove. Heart attacks can happen
from stress, inactivity, smoking, heredity, poor diet, etc...
Cause for Litigation? I don't know... call a lawyer...I guess the
answer would be no but worth a try.
First Class Treatment at Discount Prices? No
If Russian Languange Interpreters are demanded, then they need every
other language present and accountable for at every stage of service
or anyone can claim discrimination. The plane would be full of
interpreters with no room for passengers.
Not that I don't feel for what happened to your parents, it's
unfortunate but not all of it is Delta's fault.
Are there other carriers with flights to russia (aeroflot etc) that
have russian speakers and can communicate with the passengers
themselves?
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by elaniii Posted Fri April 6, 2007 @ 4:51 AM
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The decline in the quality of airline service is what we all have to
deal with now that everyone can fly. Don't expect to be treated like
anything more than cargo when you're paying this little for a ticket.
That being said...
Planet Feedback is not the place to take a serious complaint like
yours. While it may get you a web presence, it does nothing to resolve
problems with airlines. What will help are consumer advocate
organizations, who know what efforts may work and are willing to make
them on your behalf. Newspapers are another possibility, but
unfortunately with them, you have to tailor your letter to their
readership.
The point you raised about discrimination is valid, and often comes
into play in situations like yours. I have had my own, and it's no
coincidence that as an American, I have on numerous occasions been
treated the worst in France, recognized as the most anti-American
country in Europe. But no one ever admits this to anyone outside of
their own circles, and it's very difficult to prove. There are also
organizations that specialize in cases involving discrimination, and
that may be another route to try.
All in all, airlines which have complaints coming at them from
thousands of disatisfied customers, are probably the best armed to
defend themselves. This means your best choice may be to print up
t-shirts using their logo and ridiculing their weaknesses, and wear
them whenever you find yourself in or near an airport. Like;
Air France, Where the Customer Comes Last. (front)
Google 'air france complaints'. You'll be shocked.
(back) With all the money these companys spend on advertising, you
know they don't want negative stuff out in public.
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by tickytack Posted Thu April 5, 2007 @ 1:25 PM
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Your husband's position has NO BEARING WHATSOEVER on this complaint.
If your father was afraid he'd get lost on his own at the airport, HE,
not the airline, should have arranged for someone to accompany him.
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by tickytack Posted Thu April 5, 2007 @ 1:23 PM
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"Get help from a lawyer".
Who will tell you this is not grounds for any legal action.
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