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 Disappointing Experience with Delta
Posted Sat March 28, 2009 12:00 pm, by Vanessa M. written to Delta Air Lines
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In our last trip from Raleigh, NC to Santo Domingo, Dominican Republic, I purchased tickets for my husband and I, as well as made reservations to bring my 19 months old son with us. Since my son was going to travel on my lap, the person from Delta I spoke to on the phone told me that there was going to be a extra charge of around $35 dollars to cover for some fees. I thought that the amount was a little high compared with what other airlines charge for an infant, but decided to go through with the purchase. I had traveled before with American and Continental Airlines to the same destination and the charges were around $12 for my infant son.
Well, the day of the fligh when we went to the check in counter (and after waiting around 1 hour in line) the clerk told us that we needed to pay an extra $157 for my son. I was in chock since I didn't expect to pay that kind of money for him to be on my lap. I was really upset and complained to the supervisor, her answer was "I am sorry, but this is what Delta charges". I tried explaining what the operator told me, but they didn't care. I ended up paying the $157 because our flight was about to leave and we didn't have a choise at the moment.
Later that day, I called their customer service department and someone that identified himself as a supervisor told me in a mocking way: "Yes madam, you are right, Delta is in the business of pissing people off and finding ways to steal from the customers". I could not stand talking to that person any longer and hanged up the phone. My husband and I will not travel with Delta again for sure.
Please refund us the money.
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$157 for your kid to sit on the lap? You know... maybe it's time to
let the airlines actually exist (i.e., fail) without all their
government subsidies, tax breaks, etc. I just think $157 is
ridiculous.
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by Nate. Posted Sun March 29, 2009 @ 5:46 PM
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"told me in a ****mocking**** way: "Yes madam, you are right, Delta is
in the business of pissing people off and finding ways to steal from
the customers""
"to mimic, imitate, or counterfeit."
Mocking means that he most likely repeated what you said.
With that attitude, I'm not surprised you didn't get far.
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by familyg Posted Sun March 29, 2009 @ 4:58 PM
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While people are entitled to their own opinions, if someone wants to
travel with their 19 month old son on their lap and it is OK with the
airlines, then let them be. Some children may be smaller than others,
but who is anyone to say that they are "too big" at a certain point,
when the rules allow infants under to 2 to sit on a parent's lap.
As for the actual complaint, the miscommunication was rather
unfortunate.
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by Donno Posted Sat March 28, 2009 @ 10:23 PM
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http://www.delta.com/planning_reservations/special_travel_needs/servic
es_for_children/child_fares/index.jsp
The site also says your child's fare should have been "about 10% of
the adult fare plus any international taxes and surcharges, which can
be significant."
It sounds like the first CSR you spoke with may have been in error.
Furthermore, your child is quickly reaching an age at which regardless
of destination he will have to have a seat.
As far as what the person said on the phone about pissing people off,
you didn't say what you said prior that prompted that response. It
isn't likely he just offered that as an explanation for why you had to
pay $157.
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by Terena D. Posted Sat March 28, 2009 @ 9:31 AM
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So obviously you said the line first about Delta being in the business
of pissing people off and stealing their money? What gives you the
right to speak that way to them? It's quite clear they're in the
business of flying people from one place to another. Did they not do
that for you and your son?
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by ♫Venice♫ Posted Sat March 28, 2009 @ 3:19 AM
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Isn't a 19-month old child too big to sit on someone's lap? When you
were told the fee was $35, did they know your son's age? When you
traveled on American and Continental, your son was an infant, but now
he's a toddler. I think toddlers need their own seats.
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by Steve-OH Posted Sat March 28, 2009 @ 1:10 AM
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If they record calls - and most large companies at least do random
call monitoring - he was putting his job at risk.
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