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Delta Overbooking Policies And Partnerships.  
User currently offlineBogota From Colombia, joined Sep 2004, 820 posts, RR: 1
Posted (8 years 10 months 4 weeks 20 hours ago) and read 4199 times:

My family has had the trip from hell during this Christmas season thanks to Delta. First BNA to ATL, all seemed fine except for some strange reason no boarding passes were issued at BNA for the connecting leg at ATL. Strange reason was that after arriving at ATL, the flight to BOG was overbooked by 50. 25% of the plane capacity, guess what, last connections all bumped off the plane.

Arrived in BOG a day late with half their bags, reason behind it? According to Delta staff, planes can not carry all the suitcases when everybody flies with 2 pieces. So in other words they sell something they can not deliver.

Next: tickets bought with partner AV for BOG-CLO-BOG legs. 3 out of 4 (which were in under one reservation) were in AV system, the other person who had booked separate for the same dates and with the same months of anticipation was not in the system. Reason behind it, Delta forgot to put the AV reservation number on that particular person. Thanks to a very efficient AV staff, the mess was sorted out in one direction, but guess what? On the return flight there is no availability, and for that matter in non of the 13 flights between CLO and BOG that day. So that means loosing the connection in BOG with DL to ATL. After calling here and there AV staff (not DL) were able to open a booking for this person on the date the ticket was issued for, although just not for the full connections because DL was unable to do it. This meant no through checked bags. Fortunately the rest of the family could check their bags in their name off back to BNA.

Arrive at CLO airport only to find out that the reservation back to BOG had been changed by DL to a later flight and AV could not guarantee the connection according to their own system. We called the 1800 number for DL they said the minimum connection flight was fine, so AV reluctantly accepted boarding. Arrived at BOG only to find out that AV was right and that DL had already closed their flight because they were overbooked again, and off loaded again. Today they arrived early got boarding passes in between everybody yelling, crying and screaming because DL has really overbooked their flight again, and finally just as they were boarding things got worse as the plane went tech, so back to hotels again. So lets hope that the 0600 departure time will finally get them home, 3 days later.

I have never heard of such a pathetic story from any airline of any sort, it seem that DL is using the excess pax money to finance themselves temporarily as they clearly are overbooking themselves beyond any possibility of transportation for these pax. Obviously this seems to be their policy as their staff can not be any more rude about it. They simply do not care, and who can blame them as it is beyond what ever tools they are given by Delta to make things better. It is a "pass it along" culture, everybody lies as long as they do not have to confront the pax with the bad news.

I feel really sad for their employees as along this line of work they clearly have no interest in subsisting as an airline much longer. But one thing is for sure, not ever will I or anybody in my family travel on such an airline, but I will make sure I tell this story to anybody that even thinks of DL as an alternative for airline travel. Nobody should ever be put though this, airtravel should be a pleasant way of moving around, and not what DL has made of it today.

10 replies: All unread, jump to last
 
User currently offlineJumbojet From United States of America, joined Dec 2003, 1159 posts, RR: 0
Reply 1, posted (8 years 10 months 4 weeks 20 hours ago) and read 4189 times:

Quoting Bogota (Thread starter):
But one thing is for sure, not ever will I or anybody in my family travel on such an airline, but I will make sure I tell this story to anybody that even thinks of DL as an alternative for airline travel


Get out of here, all that happened? I aint ever flying Delta again, NOT!
And those words are spoken about every airline in the industry today from some disgruntled traveler. I have nothing but praise for Delta. Sorry you had such a problem. It's your choice not to fly them again bro, so you know what you have to do.

[Edited 2006-01-04 05:37:05]

User currently offlineAloha73G From United States of America, joined Jul 2003, 2369 posts, RR: 4
Reply 2, posted (8 years 10 months 4 weeks 20 hours ago) and read 4177 times:

Quoting Bogota (Thread starter):
it seem that DL is using the excess pax money to finance themselves temporarily

This is completely ridiculous and untrue. Revenue from airline ticket sales is 'unearned' in accounting lingo and is most likely held in a 'client trust account' until the transportation is provided--that means that Delta has no access to the money until they fly you where you want to go.

-Aloha!



Aloha Airlines - The Spirit Moves Us. Gone but NEVER Forgotten. Aloha, A Hui Hou!
User currently offlineBogota From Colombia, joined Sep 2004, 820 posts, RR: 1
Reply 3, posted (8 years 10 months 4 weeks 19 hours ago) and read 4157 times:

Aloha, if this is untrue, how did and is DL going to transport these high overbookings if all of international travel in and out of Colombia is full for the next two weeks. Today at the airport one family of 5 gave up, and were demanding the money back and were threatening with law suits after 3 days of unsuccessful travel. Talking to other airlines today, they had 5 to 10 overbooked pax per flight as they said this time of year the no show factor is almost inexistant. DL with 50 overbooked for a 757 with 190 seats, that is more than 25%, they need a second flight every 4 days to catch up.

User currently offlineAloha73G From United States of America, joined Jul 2003, 2369 posts, RR: 4
Reply 4, posted (8 years 10 months 4 weeks 19 hours ago) and read 4154 times:

I said nothing about overbooking...they definately do that. What I said is that they don't make any money off of overbooking. If anything...denied boardings cost them money.

-Aloha!



Aloha Airlines - The Spirit Moves Us. Gone but NEVER Forgotten. Aloha, A Hui Hou!
User currently offlineOOer From United States of America, joined Oct 2005, 1488 posts, RR: 2
Reply 5, posted (8 years 10 months 4 weeks 18 hours ago) and read 4120 times:

Quoting Bogota (Reply 3):
Talking to other airlines today, they had 5 to 10 overbooked pax per flight as they said this time of year the no show factor is almost inexistant. DL with 50 overbooked for a 757 with 190 seats, that is more than 25%, they need a second flight every 4 days to catch up.

It was probably an equipment substitution...probably was a 767...but was substituted with a 757. They probably figured substituting the flight with a 757 would be better than cancelling the flight!

I doubt DL intentionally meant to oversell that flight by 50. Even 777 international flights are at most overbooked by 30.


User currently offlineDeltaGator From United States of America, joined Sep 2005, 6341 posts, RR: 13
Reply 6, posted (8 years 10 months 4 weeks 9 hours ago) and read 4054 times:

Quoting Bogota (Thread starter):
So in other words they sell something they can not deliver.

Don't you wish you could sell something you don't actually have? Everyone's dream.

Quoting Bogota (Thread starter):
I have never heard of such a pathetic story from any airline of any sort

Read a little bit more and I'm sure you will find other airlines that have had the same problems you experienced.

Sorry you had a bad experience but one way or another you come across these if you fly enough. Let me ask one thing...what fare class did you purchase? Was it a super saver ticket? If so, you're first on the list to get bumped since you make less revenue for the company. Sad fact but you get what you pay for.



"If you can't delight in the misery of others then you don't deserve to be a college football fan."
User currently offlineRICARIZA From United States of America, joined Apr 2005, 2393 posts, RR: 26
Reply 7, posted (8 years 10 months 4 weeks 4 hours ago) and read 3989 times:

Bogota,

I am sympathetic with your chaotic trip but let’s not generalize. I have traveled from Colombia to the US on Delta, Avianca, American and LAN and I have had very pleasant trips from all of them. I also have some mishaps from some of them, but that doesn’t mean they are always like that.
I am not trying to deny that what happen to you is irresponsible, but it was the holidays, give them some margin of error.  Wink



I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
User currently offlineBogota From Colombia, joined Sep 2004, 820 posts, RR: 1
Reply 8, posted (8 years 10 months 4 weeks 1 hour ago) and read 3938 times:

Sorry Ricariza but my margin of errors are much smaller. I have travelled extensively on many airlines to many places, never have I seen such a generalized series of mistakes one after the other, with no interest by anybody, not in ATL not in BOG not in the 1-800 number to help out. On a general note, they were simply rude and uninterested in making things better. I have not seen this type of chaos, not in Thanksgiving in the USA, not during a Football world cup, not even as I tried to get out of Rome a couple of years ago during an Alitalia strike. It was a pathetic site to see an absolutely full airport but somehow operating normally with the exception of the yelling, screaming and crying up front of the Delta counter.

User currently offlineSJC>SFO From , joined Dec 1969, posts, RR:
Reply 9, posted (8 years 10 months 4 weeks 1 hour ago) and read 3914 times:

I would check out what the fellows at flyertalk.com under the DL forum have to say about this, but I'm pretty sure you're entitled to substantial IDB compensation, beyond the hotel.

User currently offlineDb373 From United States of America, joined Sep 2005, 244 posts, RR: 1
Reply 10, posted (8 years 10 months 4 weeks 1 hour ago) and read 3910 times:

Quoting Bogota (Reply 8):
On a general note, they were simply rude and uninterested in making things better. I have not seen this type of chaos, not in Thanksgiving in the USA, not during a Football world cup, not even as I tried to get out of Rome a couple of years ago during an Alitalia strike. It was a pathetic site to see an absolutely full airport but somehow operating normally with the exception of the yelling, screaming and crying up front of the Delta counter.

To be fair, if you had someone screaming at you over something you have no control over, I'm sure eventually you'd shut down as well. It takes a special kind of person to sit there and try to be sympathetic when someone is blasting them to hell and back.

Try searching a few ways back, stuff like this happens to many people on many different carriers.You've been a member for over a year, so how could you not notice the many posts complaining about the way an airline handled a situation? Stuff happens all the time, this forum and the posts on it prove it.



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