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DL Cancels Friend's Honeymoon Flight, No Notice  
User currently offlineBrons2 From United States of America, joined Sep 2001, 3015 posts, RR: 4
Posted (7 years 6 months 1 week 2 days 22 hours ago) and read 10800 times:

My friend recently had her honeymoon flight canceled by DL, but DL made no attempt to contact her to notify her of this fact.

Quote:
We booked our honeymoon, including flight last November. Apparently in December Delta made some changes to our flight as far as times goes. Then in February they cancelled it all together.

Do you know how I found out about our cancelled flight? I was looking online last night to see if there was any first class availability for upgrades. They have two phone numbers, two addresses, AND an email address to contact us. No notification whatsoever.

Naturally, I called the customer service line. The first person said we can get a refund or change to the next available flight. Our original flight was leaving on a Wednesday, the next available flight is SATURDAY. That will make us have to change our reservations at the resort. We got our rate at the resort because we booked so far in advance so that could cost us money to change.

I asked for a supervisor who goes into a ten minute spiel about profitability and how that is their number one concern. Maybe if they took care of their customers, profitability would follow! Plus when we booked in November, our flight was already half full. They had the best options as far as getting to Antigua of any airline. I am sure they would have filled the flight if they would have left it.

So today, I take my handy list of executive phone numbers and attempt to get a better response from them as to why we weren't notified of the change. I understand things change, but to not TELL us it changed, that's just ridiculous. And then when they are contacted to not offer us anything for our inconvenience? BAD BAD BAD Customer service. That person also went into the spiel about profitability, etc and said they are making so many changes, its just not possible to contact every customer about their flight changes. HELLO, have they heard of a mass email that can go to every person on a flight?? There is not doubt someone there is trying to get their employees to understand that concept of profitability, however it comes across as they don't give a rats ass about customer service in the meantime. After getting nowhere with them, I left a message for the CEO. Supposedly all calls are returned by his assistant within 48 hours....I'm not holding my breath.

What really sucks is there are really no better options other than changing our flight to Saturday or choosing a different destination all together.

Discuss.


Firings, if well done, are good for employee morale.
160 replies: All unread, showing first 25:
 
User currently offlineDanairbus From , joined Dec 1969, posts, RR:
Reply 1, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10758 times:

Delta keeps changing my flight to DEN and I am leaving in June. I booked the flight in December. I have had to call them at least 4 times to get our flight times straight. I have to check my reservation everyday to make sure that we do not miss our connection in ATL. They never did call us about changing our flights.

User currently offlineUN_B732 From United States of America, joined Jul 2001, 4289 posts, RR: 4
Reply 2, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10724 times:

My dad has had DL schedule changes, nothing substantial, never got contacted.
I had a DL flight get dropped, booked at delta.com, also had to go into itinerary and realize the flight was gone and they had booked me onto an impossible itinerary.
I also had a 30 minute schedule change with DL once and actually got an e-mail about it, only time I think..
Why they didn't get auto-rebooked when the flight was gone is beyond me..

-A



What now?
User currently offlineJetBluefan1 From United States of America, joined Dec 2003, 2988 posts, RR: 14
Reply 3, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10680 times:

When I went to PVR last year DL changed our flights twice without notifying us. Good thing I called in to confirm - they had us booked on flights that would eventually get us to Mexico City 2 hours after the PVR flight left. DL certainly lacks in some departments of customer service.

JetBluefan1



Most people on a.net hate JetBlue. Get used to it.
User currently offlineBrons2 From United States of America, joined Sep 2001, 3015 posts, RR: 4
Reply 4, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10678 times:

Is it really that hard to send an email?

Other airlines send flight status right to my BlackBerry.

[Edited 2007-03-26 23:25:06]


Firings, if well done, are good for employee morale.
User currently offlineDL787932ER From United States of America, joined Dec 2005, 597 posts, RR: 1
Reply 5, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10664 times:

Did they book directly? I.e. at delta.com, by calling DL directly, or in person at a ticket counter? If not, their travel agent (whether it be a "bricks-and-mortar" agency or an online travel agency like Expedia or Travelocity) is responsible for alerting them to schedule changes and rebooking them if necessary. The agency, not the airline, is who the couple should deal with.

Not saying DL did or did not drop the ball here, just that there's not enough info to say one way or the other.



F L Y D E L T A J E T S
User currently offlineChiGB1973 From United States of America, joined Mar 2004, 1616 posts, RR: 1
Reply 6, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10637 times:

Where is she originating?

M


User currently offlineB777-700 From , joined Dec 1969, posts, RR:
Reply 7, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10599 times:

Let me preface this by saying this happens on ALL airline and it's not exclusive to Delta. It's a necessary evil of the industry.

Quoting Brons2 (Thread starter):
I was looking online last night to see if there was any first class availability for upgrades.

Delta provides a service where you can look at your reservations. It was displayed on there that the flight was changed. She was notified.

Quoting Brons2 (Thread starter):
They have two phone numbers, two addresses, AND an email address to contact us. No notification whatsoever.

Addresses dont mean anything. You have to sign up for email notification. Phone is the only way notification is guaranteed, and even then there's nothing saying they're going to get a hold of the passenger.

Quoting Brons2 (Thread starter):
And then when they are contacted to not offer us anything for our inconvenience?

Airlines don't compensate for schedule changes. Schedule changes have to happen.

Quoting Brons2 (Thread starter):
After getting nowhere with them, I left a message for the CEO. Supposedly all calls are returned by his assistant within 48 hours....I'm not holding my breath.

lol...no she didn't. Sorry, but I think Jerry has better things to do than to resolve peoples schedule change issues. There's a department for that. It's called corporate customer care. That's who she'll be talking to.

Quoting Brons2 (Thread starter):
What really sucks is there are really no better options other than changing our flight to Saturday or choosing a different destination all together.

Or a complete refund. Delta couldn't provide the service as promised, so that's the fairest thing to ask for.


User currently offlineEvan767 From United States of America, joined Aug 2005, 2957 posts, RR: 2
Reply 8, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10601 times:

So what does the honeymoon have anything to do with this? Did they notify DL that it was there honeymoon? They just threw that in there just to make DL seem like the big bad man whilst they are the innocent newlyweds... I have no sympathy. These are typical schedule changes.


The proper term is "on final" not "on finals" bud...
User currently offlineMDorBust From , joined Dec 1969, posts, RR:
Reply 9, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10578 times:

AA changed an upcoming August flight of mine. I got an e-mail about it.. and an old fashioned letter in the mail a couple days later.

Just saying...


User currently offlineDfwRevolution From United States of America, joined Jan 2010, 978 posts, RR: 51
Reply 10, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10579 times:

Quoting Evan767 (Reply 9):
So what does the honeymoon have anything to do with this?

 checkmark 

Of all the people who had their flight canceled, they probably have it the easiest. Tell them to get a hotel room. I'm sure they can find a way to pass the time.


User currently offlineFloridaflyboy From United States of America, joined Jun 2006, 2015 posts, RR: 0
Reply 11, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10558 times:

Quoting 727LOVER (Reply 1):
Delta keeps changing my flight to DEN and I am leaving in June. I booked the flight in December. I have had to call them at least 4 times to get our flight times straight. I have to check my reservation everyday to make sure that we do not miss our connection in ATL. They never did call us about changing our flights.

I love DL, but they are absolutely ridiculous about this. I fly them back and forth to and from school all the time, and I booked a ticket last fall for travel this month, and since that time, they have changed one of my flights 9 times, another 7 times, and one other 5 times. It would be nice if they would automatically take the inactive flights off your online itinerary so you can re-select your seats on the new aircraft type. It completely wipes out your seat requests and re-assigns them later, usually in the same seats, but not always. Plus, if it is an aircraft change to a smaller plane, sometimes it doesn't re-assign at all.



Good goes around!
User currently offlineMSYtristar From United States of America, joined Aug 2005, 6572 posts, RR: 51
Reply 12, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10557 times:

I am not saying this is the case this time, but more times than not, airlines DO send out info in regards to major schedule changes....when the flight times change by +10 minutes, flight cancellations, etc. But that is only good if the passenger gives the correct contact information to the airline. I have seen it dozens of times...and it ends up being an incorrect email address or a phone number no longer in service. Or no one answers the phone. It could be any number of things. I generally don't have much sympathy for people who say they weren't notified of a schedule change.

User currently offlineB777-700 From , joined Dec 1969, posts, RR:
Reply 13, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10539 times:

Quoting JetBluefan1 (Reply 4):
DL certainly lacks in some departments of customer service.

...And yet was still practically tied for first in JD Powers customer satisfaction survey. Hmmm wonder why that is?

I've had the same thing happen on a Jetblue flight. The never notified me that due to their schedule change, I was going to misconnect in JFK until I got to the airport the DAY OF departure. Then they expected me to wait around JFK until the next flight like 3 hours later. After having to cause a scene and speak to two supervisors, the finally put me on...you guessed it: Delta!

Quoting Brons2 (Reply 5):
Is it really that hard to send an email?

As I said, a passenger has to request that service,

Quoting DL787932ER (Reply 6):
their travel agent (whether it be a "bricks-and-mortar" agency or an online travel agency like Expedia or Travelocity) is responsible for alerting them to schedule changes and rebooking them if necessary. The agency, not the airline, is who the couple should deal with.

Not saying DL did or did not drop the ball here, just that there's not enough info to say one way or the other.

Bingo.


User currently offlineBrons2 From United States of America, joined Sep 2001, 3015 posts, RR: 4
Reply 14, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10513 times:

Quoting ChiGB1973 (Reply 7):
Where is she originating?

AUS.

AA is $100 cheaper but you have to fly AUS-DFW-SJO-ANU. Yuck.

DL has AUS-ATL-ANU, for about half the flight time. Except they don't offer it on the days in question.

Quoting Evan767 (Reply 9):
So what does the honeymoon have anything to do with this? Did they notify DL that it was there honeymoon? They just threw that in there just to make DL seem like the big bad man whilst they are the innocent newlyweds... I have no sympathy. These are typical schedule changes.

The honeymoon aspect of this is not made up. You're telling me you have no sympathy whatsoever? You are a hard hearted person.



Firings, if well done, are good for employee morale.
User currently offlineBrons2 From United States of America, joined Sep 2001, 3015 posts, RR: 4
Reply 15, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10513 times:

err, that should read, they NOW don't offer it on the days in question.


Firings, if well done, are good for employee morale.
User currently offlineAlitalia744 From United States of America, joined Mar 2000, 4750 posts, RR: 45
Reply 16, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10486 times:

Quoting Brons2 (Reply 17):
err, that should read, they NOW don't offer it on the days in question.

two questions: where did they book the ticket and did they check Delta.com for schedule changes? If so, and the change was listed, then they were, unforuntately not in the best way, notified...



Some see lines, others see between the lines.
User currently offlineFloridaflyboy From United States of America, joined Jun 2006, 2015 posts, RR: 0
Reply 17, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10486 times:

Quoting B777-700 (Reply 15):
As I said, a passenger has to request that service,

I don't think they do with DL. I always fly DL, and I've never specifically requested this service, but I relatively frequently get voicemails or e-mails from them about the more major schedule changes. I never hear about the minor ones, though, and they don't really matter.



Good goes around!
User currently offlineXXXX10 From United Kingdom, joined Jan 2000, 777 posts, RR: 0
Reply 18, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10444 times:

I have had BMI call me on my mobile and VS call me about a change in departure time by just 30 minutes.

Don't think you can blame the airline for revising the schedule -it's unreasonable to expect them to run the flight just because there are newlyweds aboard.

On the other hand what is the point in asking customers for their e-mail addresses if they are nit going to use them?


User currently offlinePdxcof9 From United States of America, joined Oct 2006, 133 posts, RR: 0
Reply 19, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10427 times:

Christmas 2005 I was going to FRA. UA from SLC-DEN, LH from DEN-FRA. UA's flight changed, actually just the flight number. I got a call like a week before telling me this. And the time's weren't even changed or anything. I'd be totally pissed off if I got a flight cancelled without notice to me. My God how stupid can airlines get these days?


Flown:733,4,7,8,752,763,TU3,CRJ,7,EM2,ER3,4,318,19,346,M80,90 Worked:CRJ,7,9,EM2,ER4,733,5,7,8,9,752,3,318,9
User currently offlineEvan767 From United States of America, joined Aug 2005, 2957 posts, RR: 2
Reply 20, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10410 times:

Quoting Brons2 (Reply 16):
The honeymoon aspect of this is not made up.

I realize that. They still could have "thrown in" that unnecessary fact, just for kicks.

Quoting Brons2 (Reply 16):
You're telling me you have no sympathy whatsoever?

Meh, maybe a smudge....

Quoting Brons2 (Reply 16):
You are a hard hearted person.

Thank you. I like to come off that way, I am no pansy!



The proper term is "on final" not "on finals" bud...
User currently offlineArcrftLvr From United States of America, joined Nov 2006, 826 posts, RR: 0
Reply 21, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10406 times:

It shouldn't be the customer's responsibilty to confirm schedule changes. If the airlines changes the schedule, then they have the responsibility of notifying everyone confirmed on that flight. Thats the simplest form of customer service. You can't argue with that. Just like if I change a meeting schedule, then I should notify the attendees so they don't show up to a meeting that has been re-scheduled. Its the same principle.

User currently offlineFlyDeltaJets87 From , joined Dec 1969, posts, RR:
Reply 22, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10308 times:

I think Delta is notorious for this. I flew to Ohio last summer. I had a 7:40 AM flight out of GSO to ATL then a two layover in ATL before continuing to DAY. Well, around 10:00 that night (I was just about to shut down my computer, had already sent the "well, I'm signing off now. See you tomorrow at the airport" IM to the family member who was going to be picking me up) and I decided to check delta.com one last time, and to my "surprise" (sarcasm), I found my flight had been cancelled and I was switched to the 10:45 AM flight to ATL.

I proceeded to call Delta Customer Service. At least in my situation, they were helpful at this point. I was rebooked on the 6:00 AM through CVG. However, upon arriving at the airport at 4:30 in the morning, I again find that that flight too was cancelled and I was again rescheduled on the 10:45 through ATL.

Quoting MDorBust (Reply 10):
AA changed an upcoming August flight of mine. I got an e-mail about it.. and an old fashioned letter in the mail a couple days later.

Yea, I flew AirTran home over Spring Break. I received about three notifications or so for schedule changes between January when I booked the ticket and the other day when I finally flew home, and these changes were for mere minutes difference in the arrival times.

Quoting B777-700 (Reply 15):
Quoting Brons2 (Reply 5):
Is it really that hard to send an email?

As I said, a passenger has to request that service,

Why? I didn't have to request it from AirTran, so we have one area where sadly AirTran has DL beat. Seems like reprogramming the system to generate an automatic email saying "Hey, you've had a schedule change. Go to delta.com to find out or call 1-800-221-1212 if you need to reschedule or speak to someone in customer service," wouldn't be all that hard, and probably not all that expensive.

Do schedule changes happen? You bet. Do I have a problem with that? No. Should the airline notify me rather than try to hide the problem and hope I don't find out? You bet. In the long run, I'd rather deal with a schedule change a few days or weeks in advance then find out when I show up at the damn airport for something that was switched a long time ago.

Quoting DfwRevolution (Reply 11):
Of all the people who had their flight canceled, they probably have it the easiest. Tell them to get a hotel room. I'm sure they can find a way to pass the time.

THIS is the most ridiculous thing I've read in this thread. You're telling someone "well, you can just deal with missing three days of your honeymoon. Get over it." But you don't know what their job is. People have to save up vacation time for these sort of things. And at many companies, it's not a lot of time, especially for those just entering the work force (who happen to be close in the same age group to those getting married and going on their honeymoon.)
Think before you post such things.


User currently offlineDL787932ER From United States of America, joined Dec 2005, 597 posts, RR: 1
Reply 23, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10307 times:

In addition to finding out where they actually booked the ticket, you should probably also tell us how far out the flights are. If the flight is months away, DL may just not have notified anyone yet, because they haven't decided how to handle the passengers. They may be planning to reinstate the flight once they have the aircraft routing or other operational details worked out, and until that decision is made there's no reason to worry the passengers.


F L Y D E L T A J E T S
User currently offlineMSYtristar From United States of America, joined Aug 2005, 6572 posts, RR: 51
Reply 24, posted (7 years 6 months 1 week 2 days 21 hours ago) and read 10450 times:

Quoting ArcrftLvr (Reply 23):
If the airlines changes the schedule, then they have the responsibility of notifying everyone confirmed on that flight.

And they (more times than not) make that effort. But the airlines can't control if no one is home and if the people don't have answering machines. There are plenty of ways for the customers not receive the information, and it's not always the airlines' fault, although the airlines generally are the easy ones to blame...after all, personal responsibility is a rare thing these days.


25 PA110 : I've booked online with UA, LH and AQ and have always received email and regular mail notification of changes from those carriers. This seems more tha
26 ArcrftLvr : Then they shouldn't have posted it as 'cancelled'. If they want to cease booking, so no other passengers booked until they got the logistics sorted o
27 Jetdeltamsy : No airlines guarantees anything, including the schedule. It's all in the fine print. It's HORRIBLE customer service to pull the rug from under someone
28 ArcrftLvr : Agreed. My response was generated with the understanding that no attempt was truly made. If an attempt was made via phone, email, letter, etc. and th
29 Jycarlisle : Brons, It happens with almost every airline out there from AA, DL, NW, to B6. I don't know what good it does, but some airlines, especially with FF pr
30 LAXdude1023 : Wow, bummer. That no way to spend a honeymoon. Its a shame that this had to happen. As much as I like DL, they are notorious for this. Naturally this
31 BNinMSY : I'll be interested to hear the outcome on this one. We have the same issue on the agency side - sometiimes Delta does NOT send through a message or it
32 BNinMSY : And herein lies the problem ... customer service has taken a back seat ... how unfortunate:
33 Aa757first : Schedule changes or notification of schedule changes? Because I once had an AA flight changed from something like 6:23 PM to 6:29 PM and I got an e-m
34 Clickhappy : Delta cancelled my SEA-SLC-ABQ ticket, and tried to reissue it at $100 more, my CC co called and I told them to not allow the transaction. I was bumme
35 BayAreaBlue : Usually the notification sign ups for flights are so they call you day of and let you know it's status (on-time, delayed, canceled, gate, etc.). I kno
36 Post contains images DfwRevolution : Try again. Those who can't think, probably shouldn't instruct others to
37 B777-700 : Uh huh. And there's people on AA who don't get notified either. It happens. No, you don't HAVE to, but Delta makes that an option. So does every othe
38 RwSEA : DL is notorious for schedule changes especially when you book months in advance. Last year I took DL to AUA, booked SEA-ATL-AUA-ATL-SEA, which was an
39 B777-700 : Um, no I don't think so. You're not giving the whole story there.
40 N801NW : Shortly after Northwest filed for bankruptcy, I had booked a flight to HNL. As such, they were constantly tinkering with flight times and the aircraft
41 Clickhappy : Not sure which part of the story I have left out, I was as surprised as you to get that call from Mastercard. Has never happened to me before. But, no
42 Aa757first : Probably. But it seems more people here have reported problems with Delta. Also, wouldn't this be computerized. If a computer just "watched" schedule
43 B777-700 : Well, for starters, you can't just bill a credit card again with the same approval code. Second, airlines just don't cancel flight and make you pay m
44 JetBluefan1 : Cool. I've flown JetBlue over 20 times and have never had a schedule change. I flew Delta only twice and had a schedule change twice in just one itin
45 Post contains images B777-700 : Because this is a thread about Delta! You'd like to think that wouldn't you? And that's where you're making your mistake...lol Not saying they're fla
46 Srbmod : If the change happens more than 60 days prior, DL is not obligated to contact you about the schedule change. I had my recent flights ATL-LAS and LAS-A
47 Aa757first : About two months ago, I ordered a few things from Neiman Marcus, which were indicated in-stock. A few days later, I got a letter in the mail saying t
48 Halls120 : United's Easy Update works this way. Last year we booked a September flight several months in advance, and we recieved e-mails notifying us of two se
49 RwSEA : I think it's clear what DL needs to do - they either need to set a system in place to make these sorts of notifications immediately when schedule chan
50 Post contains images EA CO AS : It isn't - if they booked anywhere other than with DL directly, then it's the responsibility of that service provider (Expedia, Orbitz, Travelocity,
51 BNinMSY : Bottomline, the airline needs to realize what real customer service is and make doing business with them a pleasure - knock your socks off service. Te
52 IADCA : Actually, it's entirely possible. I used to work in hospitality. Our room agreements allowed us to bill CCs directly for room damages, and I saw it d
53 Post contains images FlyDeltaJets87 : Yea, but I've never been stranded on the tarmac for 10 hours on DL. In all seriousness, it's obviously luck of the draw. I've had numerous itinerarie
54 AA61Hvy : American did the same thing to me and my dad, we were doing DFW-MIA-MBJ... They neglected to tell us that our flight was leaving 25 mins earlier than
55 Post contains images Rampart : Let us know what your girlfriend thinks when you're old enough to get one. PLEASE take that in the lighthearted way I intend it! Just wanted to add s
56 SparkingWave : Sorry to hear of your canceled honeymoon flight. Let me tell you, the same thing happened to me on SQ. They also never bothered notify me of my cancel
57 Evan767 : You can bet on it! Too bad indeed...
58 VV701 : In another thread about the EU-US Air Services Agreement I recently said that I thought DL would become a major force on the JFK-LHR route. Having re
59 BillReid : Moral to this story. If you think this is hard, just imagine 50 years of marriage. GET OVER IT.
60 Post contains images SkyyMaster : While I sympathize with the situation, I'm curious - do these people fly often? If so, they'd know schedules are subject to change without notice. Wh
61 WorldTraveler : You truly are kidding, right? You speak out of both sides of your mouth. May I remind you that the largest tenant at LHR has stranded thousands of pa
62 Jycarlisle : Jeesh, I experienced 2.5 years of marriage and that's all I could take... Cheers, Jeremy Carlisle
63 VV701 : Really? Of course any airline may need to cancel a flight for a whole host of reasons. These range from the weather to a more profitable use of the a
64 Post contains links Tommytoyz : "Did they book directly? I.e. at delta.com, by calling DL directly, or in person at a ticket counter? If not, their travel agent (whether it be a "bri
65 EA CO AS : Actually, you're incorrect. Agencies - online or brick and mortar - bear the responsibility for providing notice of schedule changes when tickets are
66 Maverick623 : I think everyone can agree to this: Schedule changes happen. The airline should notify passengers of said changes, as a basic form of customer service
67 Floridaflyboy : I could agree to that. Sounds quite reasonable. I also think some of the airlines may want to look into things like this, not because they are requir
68 Aeroflot777 : I've had DL change my flight times many times, but I have always gotten an email notifying me of the change. It's bizaare to hear of all the people t
69 Wjcandee : Well, here's my 2 cents. First, we don't know how long before the honeymoon this is. If it's 3 days, then the "victim" has something to be frustrated
70 BAtriple7 : Remember that some people can only afford honeymoons at those 'special package prices'! And therefore a changed flight is a missed opportunity, espec
71 Post contains images Norcal773 : It's kinda hard to seek help if you don't provide crucial info e.g. how did they book the flight even after numerous requests by different members. We
72 Tommytoyz : I'm sorry, US contract law prevails over trade group agreements, especially international ones. The contract for carriage is between the airline and
73 Halcyon : Ha, Delta promised me a refund three (going on four) months ago, and I have yet to receive it. I call weekly, and have gotten all these storied: -I wi
74 Toulouse : As quite a frequent flyer (on average once a month, often more) mainly with European airlines, this has only ever happened to me once. Itw as actuall
75 Post contains images Halls120 : Not everyone can agree with the above. Yes, Delta should have informed them in a timely manner. But as long as they offered him a reasonable alternat
76 Post contains images B777-700 : While I share the same sediments, Delta's policy is to give a full refund for any reason that the customer not be satisfied with the rebooking option
77 Post contains images Onewickedboi : Don't you all think that the DL Customer Service agent and Supervisor who was looking at the passenger's reservation on the computer screen would hav
78 Ewmahle : This got me interested and I looked up my reservation and every one of my 6 flights, except for the flight I was planning to change, was changed inclu
79 Ewmahle : I actually looked at my reservation again and the flight I wanted to change that had not been change, as mentioned above, is now scheduled with me arr
80 Toulouse : My point??? Just sharing an anecdote of my sole experience of this happening to me, does that bother you??... not once did I refer to Delta, I haven'
81 ThePRGuy : Here in the UK, airlines like BA and VS have devices called phones which they utilise to inform passengers of any changes, so not to induce hatred and
82 Acjflyer : The root of the problem here is that Airlines are not putting enough effort into taking care of the people that supply their "profitability." Some str
83 Onewickedboi : LOL. Funny. And using those little devices don't seem to impact the profits of BA and VS too terribly now do they? Just keep in mind that it's not ju
84 Post contains images Halls120 : It would appear that we are. Well, since it was the "public" and their demand for 99 dollar seats for cross country flights which is partially to bla
85 Brons2 : Just to come back to this thread, my friend did book directly through Delta. I noticed that question being asked a lot in many of the responses.
86 Alitalia744 : did the enter their information for flight notification?
87 Onewickedboi : I would agree, but with heavy emphasis on the word "partially". And with due respect, would you honestly let a Supervisor (at any airline) take 10 mi
88 Halls120 : Given the number of times I've stood in line behind arrogant and rude customers listening to them lecture a poor CSR who has little ability to resolv
89 SlcDeltaRUmd11 : given the technology currrently availlable such as computers that could automatically call you to inform you that your itinerary has a change there is
90 Radarbeam : Excuse me! You have no sympathy? Get off your high horses please. These folks had their flight changed by a full 3 days, and were NEVER notified! How
91 SkyyMaster : I'm curious, where does anything indicate that this flight was cancelled "purely for commercial reasons"? When I read the initial complaint, I didn't
92 Vulindlela744 : My friend had the same thing happen to her and her husband after a long awaited vacation in St. Lucia. Apparently, Delta doesn't seem to care that muc
93 Floridaflyboy : This happens quite often with DL. They clutter up your online itinerary with 1 minute schedule changes and flight number changes, and aircraft change
94 Post contains images B777-700 : Maybe they did, you dont know. It's funny how everyone assumes that the "speil about profitability" has something to do with DL being in bankruptcy.
95 Swiftski : Finnair changed my HEL-LHR flight by 5 minutes and called as well as left a voicemail. Needless to say, I feel for your friend.
96 Post contains images Halcyon : If a "thank you" is a reward troll. I think it's common decency from the flight crew I was looking for. Instead of being asked if "I was sure I was q
97 Ejmmsu : Dont listen to the DL apologists. Almost all the DL reservations i've booked in advanced have been changed several times, and I have never recieved an
98 Geo772 : I get schedule changes from BA even if I'm on standby for the flight. I get it by email and then a reminder 24 before the flight by text message. Why
99 Woodsboy : I fly DL all the time and I dont have very many schedule change issues, in fact I can only think of one in the last year and it was just a shift in sc
100 Post contains images Halls120 : Did you take 3 minutes to sign up for e-mail notification? If not, you have little room to complain. they do offer it. People apparently don't want t
101 Ejmmsu : I never had to sign up for this with NW Other airlines do this as a courtesty, since massive schedule changes inconvenience their passengers, and the
102 SkyexRamper : This is all airlines care about...its just a coincidence that passengers come along with this.
103 B777-700 : My friend had the same thing happen to him and his wife and kids on AirTran. Completely destroyed their Disney vacation. He had to tell his children
104 Luvfa : This one reason why Southwest only books tickets 90-120 days in advance or whatever it is. While it is frustrating for our customers who really like t
105 Ejmmsu : I find this very hard to believe with multiple daily flights to MCO. Unless they completely cancelled service from his origination airport, or that f
106 Coa747 : Don't get me started on Delta. They are alone with US Airways in being at the bottom of the pile when it comes to customer service at least in my humb
107 B777-700 : Delta calls as a courtesy, email you have to sign up for. Airlines are different. Deal with it. That's true. People seem to think that airlines are a
108 Ejmmsu : I'm sorry NW doesn't like you, but likes everyone else. I'm calling BS. If NW is so terrible, why would a DL person like you choose to fly them?
109 B777-700 : Weather delay or cancelation, everything else full (it was a spring break destination after all) Very typical situation, not exclusive to Delta.
110 Ejmmsu : Ok.. so they went to southern california then. My argument still stands despite your attempts to circumvent it. Just replace MCO with LAX.
111 B777-700 : Let's be honest, NW does not have the best customer service reputation....lol. I personally have no problem with them, just stating a fact. I fly on
112 Ejmmsu : In the year of 2006, NW had the most on time performance of any legacy, fewest customer complaints of any legacy, and the least baggage problems of a
113 Onewickedboi : Well, hold your horses. Not "everyone" assumes the connection. I simply made the statement because I find it inappropriate, and ironic, for a Supervi
114 BA84 : Air Canada just e-mailed me to notify me that my flight will be leaving 5 minutes later, but the connection at YUL to CDG is 'guaranteed.' Double-chec
115 Floridaflyboy : I fly Delta all the time and have done that before several times. My point is that I shouldn't have to. At all other airlines I've ever flown, the sy
116 AeroPeru : Another reason I love to fly Continental. They change the schedule by 5 minutes and I get an e-mail. Sometimes this can be kind of annoying, but I'd r
117 Floridaflyboy : Yet somehow they managed to rank at or near the bottom in most of the airline rankings for that same year. I don't buy too far into the DOT statistic
118 CuriousFlyer : He did. You clearly are a DL employee, you did not even care to check!
119 B777-700 : And your point is invalid. AirTran dropped the ball. End of story. And Delta and Continental were practically tied for 1st in JD Powers customer sati
120 VV701 : Of course if you wish to call Brons2 a liar that is your privilege. But he says that the DL supervisor went Nowhere in his opening thread does he say
121 Ejmmsu : I still call BS. I don't know what FL could have done to a family who scheduled a souther california vacation and never got to go see mickey.
122 B777-700 : Good for you. I call BS on your post... So we're even. Now go away.
123 DL787932ER : Not in anything he posted to this thread. Have a post number and quote that indicates otherwise? I was thinking about this topic and realized somethi
124 D L X : Is this an example of the sterling customer service that the Delta people were talking up as a reason they didn't want to merge with US?
125 SkyyMaster : Did I call anyone a liar? No. I just pointed out, in lots of these types of situations, the "offended" parties often leave out pertinent information
126 B777-700 : If you havent read anything else in the post, and are reacting instead of thinking...yes.
127 Post contains images Halcyon : I was actually misreading this post: That would match my description. But I fly them again today. And I'll get that blasted refund whether or not it
128 CuriousFlyer : You are right DL787932ER, Brons2, wil you prove me right? Where they given a ridiculously short notice? When is their trip planned for? Tomorrow?
129 Halls120 : This is the main reason I don't fly Southwest for leisure purposes. I book my vacation travel no less than four months in advance, and make sure my s
130 DeltaDC9 : After reading this thread I all I can think of is... WHAT THE HELL? OK, one more thing, HAS ANYONE EVER HEARD OF TRIP INSURANCE?????? Northwest cancel
131 Drgmobile : Let me preface this by saying this happens on ALL airline and it's not exclusive to Delta. It's a necessary evil of the industry. I've regularly recei
132 Toulouse : Wow, you certainly have a soft-spot for Delta! Why are you attacking people who have had problems with DL? I don't think it's a personal attack on yo
133 DeltaDC9 : Bull, it happens on ALL airlines, just because it did not happen to you does not mean it did not happen to the next customer on the same airline. I w
134 Rampart : I've read this thread with interest. It doesn't need "canning" for the reason you state. Delta happens to be the airline in question, but like many h
135 Post contains images PanAm747 : Regardless of any opinions of Delta, this post at least made me double check my own Delta reservation. Schedule was changed, slightly. No notice, even
136 ElmoTheHobo : Airlines go about this differently. According to my former travel agent, SWISS had (still does?) a policy that they didn't contact you unless the chan
137 Toulouse : Perhaps that's the way it is in the US, but I believe it's different here in Europe anyway. If I'm flying on a scheduled flight I never "reconfrim" a
138 D L X : You don't have to read the whole thread to know that they're all the same.
139 DeltaDC9 : I work for a company that actually does the transactions for Delta, and thier error rate is acceptable but not stellar. The most you can expect is ab
140 Socalfive : What I'm curious about and it may have been addressed already but I didn't read every single message in the thread... When your friend was talking to
141 DeltaDC9 : I can actually answer that, as I work for the company that runs them. Those centers have decreased the wait time for a rep 10 fold. They allow tier o
142 Evan767 : No. Ok. To get Delta to compensate them and get them through with another airline. I'd be interested in seeing what Delta's reply is. BTW, no matter
143 DeltaDC9 : Good question with a simple answer... Do you have trip insurance? If they have none, THEY took thier chances and it backfired. No different that if t
144 MCOflyer : Ok, I fly US for this reason. Before I was a member earning miles, I got a e-mail by US without even asking for a flight change. For DL, this is unnec
145 Socalfive : Well First of all, I don't wait on hold an hour EVER for anyone for any reason, I take the business elsewhere. I happen to have plenty of experience
146 EA CO AS : The fact that DL rebooked them is not in dispute. Delta DID take care of that - it was just on a day that wasn't to their liking. What's being disput
147 DeltaDC9 : That alone invalidates your post. Funny thing, 35% of call center employees in the US are not US citizens. How do they get here? Get a job in a call
148 EA CO AS : Do you think the customer would have listened to that? Doubtful. And WN leaves tons of money on the table as a result of that. Trust me, more people
149 Floridaflyboy : I honestly don't care how much quicker they answer the phone if they can't understand what I need them to do for me in the first place. Frequently wh
150 Drgmobile : Bull, it happens on ALL airlines, just because it did not happen to you does not mean it did not happen to the next customer on the same airline. I wi
151 BayAreaBlue : Add to that list JetBlue (Salt Lake City), Alaska Airlines (Seattle, Boise, Phoenix and I think Fairbanks) and Aloha (Hawaii). I also believe Hawaiin
152 DeltaDC9 : No technology exists to ensure 100% of anything gets processed. You must be in pre school if you believe anything else. Delta has "made that investme
153 EA CO AS : Just SEA, PHX and BOI - AS never had a call center in FAI, although they did have them in ANC and JNU for a time.
154 Toulouse : I understand all your getting at DeltaDC9 in all your posts, but I don't get your response to my post. Did you read it all? When I book a ticket with
155 Flybyguy : I suppose your friends should have coughed up a few more bucks and flew on a more legitimate airline. Anything goes when an airline is in Bankruptcy.
156 Smashme33 : Yes, it's a great way to head off a customer who needs real service. I find it rare to get any real help from these centres, as they are designed to
157 Socalfive : Well according to YOU it invalidates my point, but you're standing in a defensive posture where it comes to the benefits of foreign Customer Service
158 Thegooddoctor : NW sends me notifications to my phone, my email, and I've recieved confirmation calls regarding changes... DL's customer service has been going down t
159 Smashme33 : Yup, although NW has their own faults, time after time, I find them to be better with customer service, notifications, etc. It's a shame to see that
160 Socalfive : It's all in the leadership, nothing else. Delta hasn't had any real leadership in a very long time, only piss poor self indulgent egos. It's a shame
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