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Delta Airlines Rant  
User currently offlineHywel From Uganda, joined Apr 2008, 802 posts, RR: 3
Posted (6 years 4 days 9 hours ago) and read 10721 times:

Several months ago, Delta were happy to sell us a seat LAX-SFO, but now ExpressJet Airlines is no longer operating the route as they've lost the franchise.

They want to re-route us via their hub in Salt Lake City, turning a 90 min journey into a 6 hour one!

They're refusing to give a refund too, as their conditions of carriage say something like 'we can screw you over any time we want'.

OK, the flight was only $90 so we'll just re-book another direct one on Southwest or American, but grrrrr!!

79 replies: All unread, showing first 25:
 
User currently offlineCadet57 From United States of America, joined Jul 2005, 9085 posts, RR: 30
Reply 1, posted (6 years 4 days 9 hours ago) and read 10717 times:



Quoting Hywel (Thread starter):

So what is the problem. They offered you a re route at no cost to you. What would you rather they do? cancel the flight and say here, figure out your own way to SFO.



Doors open, right hand side, next stop is Springfield.
User currently offlineHywel From Uganda, joined Apr 2008, 802 posts, RR: 3
Reply 2, posted (6 years 4 days 9 hours ago) and read 10705 times:



Quoting Cadet57 (Reply 1):
What would you rather they do?

I wouldn't expect them to do anything else, but it's just very annoying! Rant over!


User currently offlineHawaiian717 From United States of America, joined May 1999, 3190 posts, RR: 7
Reply 3, posted (6 years 4 days 9 hours ago) and read 10696 times:



Quoting Cadet57 (Reply 1):
So what is the problem. They offered you a re route at no cost to you. What would you rather they do? cancel the flight and say here, figure out your own way to SFO.

Going to Salt Lake City, Utah to get between Los Angeles, California and San Francisco, California is retarded. Delta should just reaccommodate them on United or American.


User currently offlineCadet57 From United States of America, joined Jul 2005, 9085 posts, RR: 30
Reply 4, posted (6 years 4 days 9 hours ago) and read 10693 times:



Quoting Hawaiian717 (Reply 3):
Going to Salt Lake City, Utah to get between Los Angeles, California and San Francisco, California is retarded.

Agreed. But I think being so upset about it is being a bit melodramatic.



Doors open, right hand side, next stop is Springfield.
User currently offlineHywel From Uganda, joined Apr 2008, 802 posts, RR: 3
Reply 5, posted (6 years 4 days 9 hours ago) and read 10668 times:



Quoting Cadet57 (Reply 4):
But I think being so upset about it is being a bit melodramatic.

Well we only have 2 days in SFO to go sightseeing, we were due to land in SFO at 1pm giving us an extra afternoon, but on the re-booked flights we don't arrive until 9pm, so we lose half a day...  Sad


User currently offlineSpeedBirdA380 From United Kingdom, joined Jul 2008, 539 posts, RR: 2
Reply 6, posted (6 years 4 days 9 hours ago) and read 10655 times:



Quoting Cadet57 (Reply 1):
So what is the problem. They offered you a re route at no cost to you. What would you rather they do? cancel the flight and say here, figure out your own way to SFO.

Surely though having failed to provide the service of a direct flight that they booked and paid for they should give them the option of a full refund.


User currently offlineHywel From Uganda, joined Apr 2008, 802 posts, RR: 3
Reply 7, posted (6 years 4 days 9 hours ago) and read 10617 times:



Quoting SpeedBirdA380 (Reply 6):
Surely though having failed to provide the service of a direct flight that they booked and paid for they should give them the option of a full refund.

I'm disappointed they won't refund me, it was only $90 so it's not a huge amount but still...

I've actually found a one-way on Virgin America for $70 now so just booked that instead... I'll be a 'no-show' on the Delta flights - no way I'm doing a 6 hour trip to fly 300 mile up the coast.


User currently offlineCadet57 From United States of America, joined Jul 2005, 9085 posts, RR: 30
Reply 8, posted (6 years 4 days 9 hours ago) and read 10617 times:



Quoting Hywel (Reply 5):
Well we only have 2 days in SFO to go sightseeing, we were due to land in SFO at 1pm giving us an extra afternoon, but on the re-booked flights we don't arrive until 9pm, so we lose half a day

You know, you could have mentioned that in your first post, id have agreed with you sooner  Wink

Quoting SpeedBirdA380 (Reply 6):
Surely though having failed to provide the service of a direct flight that they booked and paid for they should give them the option of a full refund.

Even on a NON refundable ticket?  Wink



Doors open, right hand side, next stop is Springfield.
User currently offlineDeltaL1011man From United States of America, joined Sep 2005, 9310 posts, RR: 14
Reply 9, posted (6 years 4 days 9 hours ago) and read 10615 times:



Quoting Hywel (Thread starter):
They're refusing to give a refund too, as their conditions of carriage say something like 'we can screw you over any time we want'.

OK, the flight was only $90 so we'll just re-book another direct one on Southwest or American, but grrrrr!!

Sounds like you paid a cheap price for a NON-refundable ticket. Next time pay for a refundable or go via SLC.

Quoting Hawaiian717 (Reply 3):
Going to Salt Lake City, Utah to get between Los Angeles, California and San Francisco, California is retarded. Delta should just reaccommodate them on United or American.

If this is a Non-refudable ticket then this person took the risk and its not Delta's fault.

If you bought a refundable ticket then I would try calling them a few times. The people in BOM suck and you need to try and find someone state side.

Most of the time a cheap ticket or ticket on sale are a Non-refundable.



yep.
User currently offlineHaggis79 From Germany, joined Jun 2006, 1096 posts, RR: 1
Reply 10, posted (6 years 4 days 9 hours ago) and read 10611 times:



Quoting SpeedBirdA380 (Reply 6):
Surely though having failed to provide the service of a direct flight that they booked and paid for they should give them the option of a full refund.

most definitely.... actually, I had a similar problem last year when the direct SLC-CAN flight we had booked was cancelled.... DL offered to rebook us through LAX or ATL, but in both cases this had meant we wouldn't have made our connection to Merida on Aeromexico.... so we ended up cancelling the whole intinerary. DL refunded our money promptly. So I think the OP should most definitely be entitled a full refund.



300 310 319/20/21 332/3 343 AT4/7 143 B19 732/3/4/5/G/8/9 742/4 752/3 763/4 77E/W CR2/7/9 D95 E45/70 F50 F70 100 M11 M90
User currently onlineMir From United States of America, joined Jan 2004, 21554 posts, RR: 55
Reply 11, posted (6 years 4 days 9 hours ago) and read 10610 times:



Quoting Cadet57 (Reply 1):
So what is the problem. They offered you a re route at no cost to you. What would you rather they do? cancel the flight and say here, figure out your own way to SFO.

Offer a choice of refund as well. Delta offers the option of a refund when severe weather hits - why shouldn't they do the same for something that they were responsible for?

Quoting Hywel (Thread starter):
OK, the flight was only $90 so we'll just re-book another direct one on Southwest or American

Or United.  yes 

-Mir



7 billion, one nation, imagination...it's a beautiful day
User currently offlineHawaiian717 From United States of America, joined May 1999, 3190 posts, RR: 7
Reply 12, posted (6 years 4 days 9 hours ago) and read 10586 times:

http://news.delta.com/article_display.cfm?article_id=11103

Quote:
Customers with impacted flights scheduled on ExpressJet will be notified by Delta reservations agents and offered alternate flights or refunds if their flights have been cancelled.

I'd work this up the chain until you either get someone to refund your tickets or reacoomodate you on another airline that still flies the route nonstop. It's one thing to drop a nonstop transcon flight and replace it with a connecting flight; it's quite another to replace a 337 mile nonstop flight with a connecting flight totaling 1188 miles.

http://gc.kls2.com/cgi-bin/gc?PATH=l...STYLE=best&RANGE-COLOR=&MAP-STYLE=


User currently offlineHaggis79 From Germany, joined Jun 2006, 1096 posts, RR: 1
Reply 13, posted (6 years 4 days 9 hours ago) and read 10568 times:



Quoting DeltaL1011man (Reply 9):
Sounds like you paid a cheap price for a NON-refundable ticket. Next time pay for a refundable or go via SLC.

actually the flight they booked and paid for doesn't exist any more... non-refundable or not, DL can't just tell them "well, your short trip takes almost a day now" without giving them the option of cancelling the ticket and getting their money back. This just ain't right.



300 310 319/20/21 332/3 343 AT4/7 143 B19 732/3/4/5/G/8/9 742/4 752/3 763/4 77E/W CR2/7/9 D95 E45/70 F50 F70 100 M11 M90
User currently offlineHawaiian717 From United States of America, joined May 1999, 3190 posts, RR: 7
Reply 14, posted (6 years 4 days 9 hours ago) and read 10548 times:



Quoting DeltaL1011man (Reply 9):
If this is a Non-refudable ticket then this person took the risk and its not Delta's fault.

No. When the schedule changes, these things go out the window. Delta's own press release stated that customers may be refunded, and a connection in SLC is not a reasonable alternative for this itinerary. The only people who would do it are those who want the miles.

Since Hywel already purchased the Virgin America ticket, for a lower cost than the original Delta ticket anyway, he should push for Delta to refund him. If they won't, dispute it with the credit card company.


User currently offlineHywel From Uganda, joined Apr 2008, 802 posts, RR: 3
Reply 15, posted (6 years 4 days 9 hours ago) and read 10548 times:



Quoting Hawaiian717 (Reply 12):
Customers with impacted flights scheduled on ExpressJet will be notified by Delta reservations agents and offered alternate flights or refunds if their flights have been cancelled.

I've spoken with 2 different agents (one in the UK and one in the USA) and both refused to give a refund!

I'll phone up tomorrow morning and ask to speak to a supervisor... thanks for that link!


User currently offlineLAXintl From United States of America, joined May 2000, 25056 posts, RR: 46
Reply 16, posted (6 years 4 days 9 hours ago) and read 10534 times:



Quoting Hywel (Reply 5):
Well we only have 2 days in SFO to go sightseeing, we were due to land in SFO at 1pm giving us an extra afternoon, but on the re-booked flights we don't arrive until 9pm, so we lose half a day...

In that amount of time, I would have suggested you to rent a car, and take in one of America's most scenic drives.

Quoting Hywel (Reply 7):
I've actually found a one-way on Virgin America for $70 now so just booked that instead... I'll be a 'no-show' on the Delta flights - no way I'm doing a 6 hour trip to fly 300 mile up the coast.

Virgin America is a good option as well.



From the desert to the sea, to all of Southern California
User currently offlineHywel From Uganda, joined Apr 2008, 802 posts, RR: 3
Reply 17, posted (6 years 4 days 9 hours ago) and read 10523 times:



Quoting LAXintl (Reply 16):
In that amount of time, I would have suggested you to rent a car, and take in one of America's most scenic drives.

Not 21 yet so hiring a car is either impossible or ridiculously expensive...  Sad


User currently offlineSpeedBirdA380 From United Kingdom, joined Jul 2008, 539 posts, RR: 2
Reply 18, posted (6 years 4 days 9 hours ago) and read 10526 times:



Quoting Cadet57 (Reply 8):
Quoting SpeedBirdA380 (Reply 6):
Surely though having failed to provide the service of a direct flight that they booked and paid for they should give them the option of a full refund.

Even on a NON refundable ticket? Wink

Yes.- The airline has failed to provide a direct fight from LAX-SFO which was the flight and service he paid for.


User currently onlineMir From United States of America, joined Jan 2004, 21554 posts, RR: 55
Reply 19, posted (6 years 4 days 9 hours ago) and read 10505 times:



Quoting DeltaL1011man (Reply 9):
If this is a Non-refudable ticket then this person took the risk and its not Delta's fault.

Buying a non-refundable ticket does not mean that the airline can do whatever it wants to without penalty. It's a contract where the customer tells the airline "if you don't change your plans, I won't change mine".

In this case, DL did change their plans - they cancelled the flight for reasons that were entirely within their control. And so the non-refundable part goes out the window. The OP has every right to get a refund for the cost of a trip that DL agreed to deliver but chose not to.

-Mir



7 billion, one nation, imagination...it's a beautiful day
User currently offlineDl1011 From United States of America, joined May 1999, 386 posts, RR: 2
Reply 20, posted (6 years 4 days 9 hours ago) and read 10474 times:



Quoting DeltaL1011man (Reply 9):
If this is a Non-refudable ticket then this person took the risk and its not Delta's fault.

Wow. So what you are saying is that anyone that buys a non-refundable ticket is subject to any screwing the airline wants to serve up? That is the same convaluted logic that delta management shoves down the employee's throats. Are you a delta manager?  Smile


User currently offlineHywel From Uganda, joined Apr 2008, 802 posts, RR: 3
Reply 21, posted (6 years 4 days 8 hours ago) and read 10449 times:



Quoting DeltaL1011man (Reply 9):
If this is a Non-refudable ticket then this person took the risk and its not Delta's fault.

I took the risk that they might change the schedule slightly, so maybe we would depart +/- 60 minutes, but forcing us to go via Salt Lake City is beyond a joke.

Whilst I realise there's no better route on Delta metal, you would expect them to give a refund and advise travelling on a different airline.

Anyway, I've now found out I am entitled to a refund so I shall make sure I get it...


User currently offlineFlyASAGuy2005 From United States of America, joined Sep 2007, 7004 posts, RR: 11
Reply 22, posted (6 years 4 days 8 hours ago) and read 10448 times:

IDK but I think that you are entitled to a refund. And as someone has quoted their press release, they said it themselves too about this specific type of situation. Yes, he bought a non-refundable ticket but sometimes you would still be entitled to a refund. I think this is one of those cases.

I say you keep calling until someone with some sort of "authority" can definitively tell you otherwise. It's not always about the money, it's about the principle. Although I think some of the people's aregument on here is that Delta is still getting you to you destination (with a stop of course) so no refund is required.



What gets measured gets done.
User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 23, posted (6 years 4 days 8 hours ago) and read 10381 times:



Quoting Cadet57 (Reply 8):
Quoting SpeedBirdA380 (Reply 6):
Surely though having failed to provide the service of a direct flight that they booked and paid for they should give them the option of a full refund.

Even on a NON refundable ticket?

Absolutely. DL is not able to provide the service Hywel purchased, so, absolutely, even a non-ref ticket turns into a fully refundable one.

SOP on all IATA airlines, except those trying to weasel out of their obligations.

Quoting DeltaL1011man (Reply 9):
Quoting Hywel (Thread starter):
They're refusing to give a refund too, as their conditions of carriage say something like 'we can screw you over any time we want'.

OK, the flight was only $90 so we'll just re-book another direct one on Southwest or American, but grrrrr!!

Sounds like you paid a cheap price for a NON-refundable ticket. Next time pay for a refundable or go via SLC.

Nonsense.

Would you say the same if it was an even more ridiculous case, such as (don't know if DL ever offered the route, or if they still do) LAX-SAN changed into LAX-SLC-SAN? As mentioned before, and as stated by DL itself, a refund is to be offered in such a case.

Yes, an airline will usually offer a reroute, but in the case of such a moronic reroute, it is absolute SOP to offer both the refund and the reroute, the choice being that of the passenger.

I've handled more than enough cases like this, usually with some moron at an airline callcenter first claiming that they were under no obligation to refund, but in the end, we always got the money back for our customers.



Smile - it confuses people!
User currently offlineSkibum9 From United States of America, joined Nov 2001, 1229 posts, RR: 0
Reply 24, posted (6 years 4 days 8 hours ago) and read 10334 times:



Quoting Cadet57 (Reply 4):
Agreed. But I think being so upset about it is being a bit melodramatic.

Come on Cadet, I hope you really didn't mean to day that?!? If so, it is no wonder that the traveling public rates the airlines as having the worst customer service. People's time is important and should not be abused. Mechanical and weather delays are a normal part of air travel, but re-routing due to a cancelled future flight without giving an option for refund is not acceptable. Its not like people have nothing better to do than sit around letting an airline do what they want with them. This is an area that airlines really need to improve their customer service, i.e., respecting the customer.



Tailwinds!!!
25 DLPhoenix : I recommend that you use the written form from their web site and include a quote from their own press release. People who have no problem pushing yo
26 FLYjoe : When you call back, ask to speak to be transferred to a US based agent if you can and of course a supervisor if necessary. Many times, an off shored r
27 Pianos101 : Yeah that works. You'll actually hear from someone after submitting the form on the website. Also when you call, don't necessarily ask for a supervis
28 AirNZ : Hmmm! before making such comments you really should learn about ticketing regulations. A non-refundable ticket means the passenger is unable to obtai
29 Max999 : Hywel, if your issue hasn't been resolved yet...try escalating your complaint to the higher ups at Delta. I think you should have a right to a refund.
30 BNinMSY : You need to press DL on a refund for this, it's a major schedule change and they've refunded for more minor schedule changes. I suggest you put your r
31 IAirAllie : Yes even on a non-refundable ticket. I've been in similar situations and a choice of refund and reroute were offered.
32 Pianos101 : OK I was making a general point about the verb conjugation issue but never mind (though apparently other people agree with me)... Back to the topic at
33 Dallasnewark : Did you use a credit card when you bought this ticket? If you did, call them up and issue a chargeback. Delta has violated the terms of agreement whe
34 Ikramerica : Yes, even one of those. I believe you are right. While DL can decided to offer a rerouting, the customer is not required to take the rerouting, and c
35 Jhooper : If you haven't figured it out yet, there are two types of people on this forum. One defends Delta absolutely 100% to the death no matter what they do
36 RwSEA : So apparently airlines can now go around selling whatever they want, just to change the schedule after they've sold it. Who cares if the pax gets scr
37 SpeedBirdA380 : I disagree. I dont hate Delta at all. But the man paid for a ticket to go direct from LAX to SFO. If Delta can no longer offer that service to him th
38 Jhooper : Maybe so, but by the letter of the law Delta is not obligated to refund the ticket in this case. They're still offering to accomodate him from Point
39 MHTripple7 : This statement could not be more true.
40 Lincoln : Unfourtinately the magic number at which "ridiculously expensive" goes out the window in this country is 25... I have no idea how much it ups the fee
41 Jhooper : I understand the OP is essentially giving up half a day of a short trip, but If I didn't have any time constraints, I'd actually welcome the opportun
42 BriGuyinHou : One would think it would be to Delta's advantage to refund the $90 fare or offer a credit voucher. I'm sure the costs asssociated with transporting th
43 Jhooper : Interesting question. Just out of curiosity, I did a little math (yea, I can hear you all saying "there are lies, damn lies, and statistics"), but by
44 EK345 : Agree. Dispute it with Delta. They had a schedule change and hence are required to either A.) reaccommodate you on a flight that you AGREE to or B.)
45 Jhooper : This is simply incorrect. Delta may be nice and offer the refund, but they don't have to. Also, nowhere in the contract of carriage does it say the c
46 EK345 : I stand corrected.. I will change my statement from "are required" and re-state "should offer you, as per good customer service". As I said, this has
47 Jhooper : Fair enough. I agree.
48 Ikramerica : Yes, but the full text of what you quoted only discusses altering or omitting stopping places. There is nowhere in that paragraph that says the passe
49 Lincoln : Maybe you're seeing something I'm not but to me logical interpertation of "or revising the routings by which we carry you from your origin to destina
50 Lambert747 : Non-Refundable = No Money Back.. period! The option is to buy a new ticket, or dispute the current charge with a credit card company. Both are simple
51 Jhooper : Interesting argument, but it still doesn't hold water. The facts are these: 1) Customer buys transportation from Point A to Point B 2) Company has ob
52 DLRESAGNT : OP the short answer: a refund is due and should have been offered upon you voicing your concern about that terrible re-route. I have worked in res for
53 Hywel : Wow, I can't believe this has generated so much interest and so many replies!! I'm going to phone up this morning (it's currenly 07:10 local time).
54 Zrs70 : I have never had a problem getting a refund when a schedule has changed. Only once has an airlines used the above line. I said to the agent, "Yes, bu
55 FrmrCAPCADET : This is another example that the customer is the enemy. Of course if an airline makes major changes in the flight, it may or may not be acceptable to
56 HAMAD : totally agree. i had the same situation with Delta one time, however, at the airport they offered me either a full refund or a rerouting through salt
57 Jhooper : No one has to be the enemy. Two parties enter into a contract; each party has their respective rights and responsibilities (unfortunately, most contr
58 Davico68 : I have worked call centers for refunds many times in situations similar to this, you could have talked your way up to a manager and got the refund, I
59 DLRESAGNT : Agreed. I try my utmost to help people that are nice and present a logical argument. If you are nasty and use profanity, you are likely to get nowher
60 Lufthansa : DeltaL1011man, Perhaps you could be a little more open minded. This was an example of poor cusomter service on DL's part. I realise you're quite fond
61 UAL777UK : The rerouting is a joke, irrespective of whether the ticket was non refundalble or not, if DL had reaccomadated this guy better the chances are they w
62 Enginebird : Contracts that do not give any rights to the customer, such as Delta's CoC, should be illegal in the first place.
63 ZKEOJ : Offer a full refund! Nothing to do with it - totally unacceptable! Pardon me? How is it not DL's fault if... ???? We had booked F9 flights LAX-DEN-LG
64 MSYtristar : Fact is, DL should have given you the option of re-routing via SLC or a refund. It you were booked, say, SFO-CVG-BOS, and the SFO-CVG leg was canceled
65 Post contains links AndrewC75 : Since your flight was cancelled, all you need to do is reference Rule 240(c), paragraph 2 of the Contract of Carriage which you entered into with Delt
66 Mir : Depends. If that reroute is going to get you into BOS a couple of hours later than the original route, and that would cause you to miss the meeting t
67 CasualObserver : Clearly Cadet57 isn't the one facing a long stopover in a not very attractive place! Get real - simply from a customer satisfaction point of view, De
68 MSYtristar : Yeah, that's what I was talking about, if there was an advanced schedule change. Since both ATL and CVG are in the same general direction from SFO, D
69 Jumbojet : Well, has no one read what DLRESAGNT wrote? The OP is indeed entitled to a refund. This is coming from someone who has worked DL res for 16 + years,
70 Hywel : Tsk tsk... first of all you Americans complain about me using 'were' instead of 'was' and then you spell my name wrong joke aside... Phoned DL today,
71 Pianos101 : YAY! yeah that happens a lot, especially since it's such a mixed bag of where your agent is located... that's what we're here for!! So let's close thi
72 Enginebird : GREAT! That's what everybody says about Vegas, too, and it has never worked...
73 Jhooper : Glad it worked out in your favor. I guess it just depends on who you get on the phone at the time.
74 Mir : Excellent! The week for processing time is pretty standard. Just goes to show that you should always try again if first you don't get what you are en
75 IAirAllie : Wrong. There are times when a non-refundable ticket will be refunded. This is one of them. A passenger can't initiate a change that would warrant a r
76 BNinMSY : Probably because the air carrier you are dealing with is being an ass about how they are handling a very routine and simple matter. No company should
77 Jhooper : I'm not surprised, really. Anything Delta related gets alot of attention here, and most especially if it's a "rant" on Delta. I suspect a large numbe
78 Mir : I'm surprised You-Know-Who hasn't weighed in on this yet. -Mir
79 777STL : He's not going to show up because he can't be the center of attention. Ever notice how he rarely participates in threads he didn't start?
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