Brons2 From United States of America, joined Sep 2001, 2981 posts, RR: 5 Posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10315 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.
Firings, if well done, are good for employee morale.
Danairbus From , joined Dec 1969, posts, RR: Reply 1, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10273 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.
UN_B732 From United States of America, joined Jul 2001, 4288 posts, RR: 4 Reply 2, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10239 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..
JetBluefan1 From United States of America, joined Dec 2003, 2841 posts, RR: 14 Reply 3, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10195 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.
Most people on a.net hate JetBlue. Get used to it.
DL787932ER From United States of America, joined Dec 2005, 597 posts, RR: 1 Reply 5, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10179 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.
B777-700 From , joined Dec 1969, posts, RR: Reply 7, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10114 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.
Evan767 From United States of America, joined Aug 2005, 2957 posts, RR: 2 Reply 8, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10116 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...
Floridaflyboy From United States of America, joined Jun 2006, 1997 posts, RR: 0 Reply 11, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10073 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.
MSYtristar From United States of America, joined Aug 2005, 6344 posts, RR: 50 Reply 12, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10072 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.
B777-700 From , joined Dec 1969, posts, RR: Reply 13, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10054 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.
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.
Floridaflyboy From United States of America, joined Jun 2006, 1997 posts, RR: 0 Reply 17, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 10001 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.
Pdxcof9 From United States of America, joined Oct 2006, 133 posts, RR: 0 Reply 19, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 9942 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?
ArcrftLvr From United States of America, joined Nov 2006, 811 posts, RR: 0 Reply 21, posted (6 years 8 months 2 weeks 2 days 9 hours ago) and read 9921 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.
FlyDeltaJets87 From , joined Dec 1969, posts, RR: Reply 22, posted (6 years 8 months 2 weeks 2 days 8 hours ago) and read 9823 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.
DL787932ER From United States of America, joined Dec 2005, 597 posts, RR: 1 Reply 23, posted (6 years 8 months 2 weeks 2 days 8 hours ago) and read 9822 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.
MSYtristar From United States of America, joined Aug 2005, 6344 posts, RR: 50 Reply 24, posted (6 years 8 months 2 weeks 2 days 8 hours ago) and read 9965 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 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 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 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 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 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