Wingscrubber From UK - England, joined Sep 2001, 858 posts, RR: 0 Posted (7 years 8 months 1 week 1 day 4 hours ago) and read 7035 times:
I arrived at Jackson a couple of hours early and got put on an earlier flight; great! So next security, have to get past the TSA (Totally Stupid A**holes). They ran out of plastic totes with a 30-deep line of people trying to make a flight leaving in ten minutes, so when I was told 'you can get more down there', I retort 'Well if you can't organize it yourselves I'll do it for you!' So I end up stacking their totes ready for the passengers behind me as the TSA's at Jackson were most unhurried and seemed incapable of doing it themselves.
I get to Atlanta, I find my gate and get a magazine to read, then decide I want a beer, followed by food. I return to the gate, my flight has already left.. bugger. I forgot I'm in eastern time and my flight left an hour ago. Delta neglected to remind the passengers and I forgot too, so sod it. I get rebooked, then call my disgruntled wife, already in Wichita having taken an earlier flight. I tell her to go ahead to the hotel without me. Luckily airport Hilton is within walking distance of the terminal, but it's snowing, so she takes a taxi.
I get to Wichita and go to pick up the Hertz rental car. It transpires that hertz have lost the company billing details. So me plus wife retire for the night without a rental car. The next morning I had to resort to a taxi until eventually the company gets me a nice rental Chrysler from Budget to cruise around in. Note to self: Hertz = Incompetent, Budget = Better.
On the day of the return flight my personal affairs get behind schedule, so I have to call and push the flights back a couple of hours, I pay $175 for the privilige, no big deal, but unbeknown to me, the operator accidentally changes my destination.
I get to the airport, the following transpires. (Abbreviated)
'Hello I'm here to check in to fly to Jackson Mississippi, via Atlanta.' - Me
ID is shown, confirmation number given to young black woman clerk...
'I got you here for Jacksonville, how many bags?' - Clerk
'Whoah, hang on, lets check we've got the right airport first, that's Jackson Mississippi' - Me
'Yes, How MANY BAGS SIR!?' - Clerk
'No, you just said Jacksonville, I'm flying to Jackson, Mississippi, airport code JAN.' - Me
'Yes, Jackson, how many bags?' - Clerk
'Zero. No bags.' - Me
Clerk prints boarding pass...
'Here are your tickets to Jacksonville.' - Clerk
Wife - 'NO, JACKSON!' (From behind me)
'Excuse me!? Don't get an attitude with me, you owe me an APOLOGY!' - Clerk, to wife
'Hey, we just tried to confirm the destination with you and you ignored us! Jacksonville is in florida! That's a completely different state! I'm trying to get to Jackson, Mississippi! The operator I spoke to when I re-booked must have made a mistake...' - Me
'Sir, your ticket is to Jacksonville, that's what I said.' - Clerk
'I know and I tried to check with you but you were giving me a hard time about how many bags I have! You're the one with the attitude problem... how are we going to fix this...?' - Me
'I can't change it now I've already checked you in.' - Clerk
'Ok, where's your boss? I want to speak to the manager.' - Me
'My manager isn't here today.' - Clerk
'WELL IT'S YOUR LUCKY DAY ISN'T IT? Are you sure there's nothing you can do, we never asked for a destination change..?!' - Me
'No sir, you need to call Delta and rebook. I can't do anything' - Clerk
So next, my wife calls Delta, the operator refuses to talk to her so the phone is handed to me. Operator has a thick indian accent, the following transpires, abbreviated-
'I've been booked by accident to fly to the wrong city, I need to fly to Jackson, Mississippi, can you rebook me please?' - Me
'Sir, I see you are already checked in. You will have to fly to Jacksonville.' - Operator
'No, I won't. That's hundreds of miles away from Jackson, I rebooked to move the flight time back, not change my destination, I need this fixed right now and if you can't fix it I need to speak to somebody who can.' - Me
'Sir, there will be a charge of $75.' - Operator
'No there won't, I've already paid $175 rebooking fee, I won't pay for Delta employees mistakes. You need to fix this for me right now.' - Me
'Sir, please hold.' - Operator
'Ok' - Me
- Hold -
'Sir, you will need to do this at the airport.' - Operator
'No, the girl at the counter is incompetent, she doesn't have the common human decency to even acknowledge...' - Me
'Sir, you can only do this at the airport.' - Operator
'Fine. I see you're just as incompetent and useless as she is, I'll fly to Atlanta and deal with this there. Goodbye.' - Me
I bully the girl into giving me the tickets after having my ID checked a second time. At security the one old TSA guy checks my ID and boarding pass twice, on both sides of the metal detector, studying them both for a good 30 seconds each time and checking my license with a UV light.
My wife is turned away to have her boarding pass re-printed for some reason. I didn't ask why... I sped her to the bar and calmed her with a beer.
I fly to Atlanta (with wife) then I find the customer service desk and explain the snafu again to the customer service rep including that the Wichita clerk was not willing nor able to help me. Unapologetically, but admitting the mistake of the operator (absolving herself from any responsibility) she says she doesn't have the ability to help us either and directs me to the ticketing/rebooking hotline phones.
I call, rebook, and tell the operator - 'Thankyou! You're the FIRST PERSON who's ACTUALLY BEEN ABLE TO HELP ME!' and upon hanging up, the service desk girl behind me exclaims, 'HEY, I HELPED YOU! I told you to use the phone!' Wow.. yes, so helpful.
I have to ask her to print my new boarding pass and begrudgingly thank her for directing me to the phones.
She gives me the boarding pass and tells me I better hurry.
It's 8:25 by my watch, and the flight leaves at 9.35, this time I remember I'm in eastern time and realize I only have ten minutes to get to the other end of Atlanta airport. Me plus wife run to train, upon arriving at terminal T, heading for T1, I run up the stairs.
I run as fast as possible to the gate, listening to last calls for me to board the plane all the way, I make it just as the rep is taking the passenger manifest to the plane.
Wife is left behind, but she was taking a different flight so no problem...
I find my seat and nestle in, coughing and wheezing for having run further and faster than I have in the last 3 years.
Then I start to think about the drive home from Jackson, and try to calculate in my head what the parking fee will be. Oh crap.. I don't have any money. I gave my wife all my cards and cash to look after and didn't ask for any money for parking.
So, I arrive at Jackson, I go to the car and dump my stuff in it then walk downstairs to the girl at the parking booth, I try to explain I have no cash because my wife has it who has flown to a different airport. I offer to write an I.O.U. note with my name, address and driving license number so I can pay the fee by post when I get home. I get the blunt response - 'No they won't accept that'.
I plead with her and ask her if it would be in any way possible to get around this.. she refuses to help.
So, me and the car are stuck in a parking lot still over a hundred miles from home, asking for a lift or getting a taxi, bus or hitching are all out of the question. I reason that since the car is my property, and that having only taken a ticket as opposed to having signed a parking space rental agreement, and finally having been refused the opportunity to defer my payment the parking attendant is therefore relieved of any right to contain me and my property.
So I drive to the entrance, planning to take another ticket to activate the gate and escape, but a cop cruises past so I bottle it and get back in the car. Instead I drive to the exit planning to beg for release, but by the time I get there all the booths are three cars deep, everybody has gotten their bags from baggage claim by now.. I calmly decide to simply bump over the curb onto the terminal road and drive home.
I drive off from the airport without squealing my tires or speeding, expecting to see blue lights in my rear view mirror at any moment, but nothing. I get home, wife gets there shortly after and I go to bed. Phew.
The morals of this story are,
1. If you value and acknowledge your own basic human rights, never ever fly Delta.
2. If you actually intend to drive the car you rent, don't use Hertz.
3. Never trust your wife with your money, because sods law says when she has it is when you'll need it.
Evan767 From United States of America, joined Aug 2005, 2957 posts, RR: 2
Reply 1, posted (7 years 8 months 1 week 1 day 4 hours ago) and read 7028 times:
What a great story. The ending was hilarious. I was really hoping you'd try and go through the entrance. But the fact you calmy just drive through the curb onto the grass and onto the road is equally hilarious.
The proper term is "on final" not "on finals" bud...
AirTranTUS From , joined Dec 1969, posts, RR:
Reply 2, posted (7 years 8 months 1 week 1 day 4 hours ago) and read 7017 times:
Quoting Wingscrubber (Thread starter): I return to the gate, my flight has already left.. bugger. I forgot I'm in eastern time and my flight left an hour ago. Delta neglected to remind the passengers and I forgot too, so sod it.
It is DL's responsibility to tell you how to tell time? You are an adult and should be able to figure it out. Your fault completely.
Astockla From United Kingdom, joined Dec 2006, 127 posts, RR: 0
Reply 3, posted (7 years 8 months 1 week 1 day 3 hours ago) and read 6982 times:
I'm forced to agree here. It is hardly the responsibility of an airline to tell you the time.
Quoting Wingscrubber (Thread starter): WELL IT'S YOUR LUCKY DAY ISN'T IT? Are you sure there's nothing you can do, we never asked for a destination change..?!' - Me
In my opinion no matter how incompetant the airline employee is - and believe me, i've seen a few, yelling tends to never get you anywhere, although it does seem as if the airline ballsed up here.
Quoting Wingscrubber (Thread starter): 'Fine. I see you're just as incompetent and useless as she is, I'll fly to Atlanta and deal with this there. Goodbye.' - Me
Have you ever read the books of how when you're rude to airline employees (whether at the airport or on the phone) they make a note of it and you get crummy service onboard?!
Quoting Wingscrubber (Thread starter): I calmly decide to simply bump over the curb onto the terminal road and drive home.
I drive off from the airport without squealing my tires or speeding, expecting to see blue lights in my rear view mirror at any moment, but nothing
three word - illegal but lucky. I concur with AirTranTUS, I hope you went back to pay - can't say I blame you though.
Despite this though, I do feel sorry for you - sounds like you were on the receiving end of a a sadly increasing phenomenon of terrible customer service on US domestic flights and my sympathies are with you
DLX737200 From United States of America, joined May 2001, 1978 posts, RR: 18
Reply 4, posted (7 years 8 months 1 week 1 day 3 hours ago) and read 6939 times:
Quoting Wingscrubber (Thread starter): I drive off from the airport without squealing my tires or speeding, expecting to see blue lights in my rear view mirror at any moment, but nothing. I get home, wife gets there shortly after and I go to bed. Phew.
If she showed up shortly after you, why didn't you just wait for her to get there so you could pay instead of doing something illegal?
Roadrunner165 From United States of America, joined Oct 2000, 881 posts, RR: 8
Reply 5, posted (7 years 8 months 1 week 1 day 2 hours ago) and read 6901 times:
Quoting Wingscrubber (Thread starter): I reason that since the car is my property, and that having only taken a ticket as opposed to having signed a parking space rental agreement, and finally having been refused the opportunity to defer my payment the parking attendant is therefore relieved of any right to contain me and my property.
Wrong, wrong, and wrong again. But nice try. What planet are you from again?
Why do you think they would let you out of the parking lot without paying? You've never worked retail have you?
umm... sorry to hear your flight sucked. Overall a good quality rant. I would definitely read again.
NorthstarBoy From United States of America, joined Jun 2005, 1961 posts, RR: 1
Reply 8, posted (7 years 8 months 1 week 21 hours ago) and read 6652 times:
Just a few admonitions from someone who deals with things like this on a regular basis:
1. Be Flexible! Yes, the car was supposed to be direct billed to the company, and someone somewhere along the way forgot or neglected to put the direct bill number in the reservation. If you want the car, and you have a credit card, put it down to secure the car, they'll put a hold on it, but it won't be charged until you drop the car off anyway, then, the following morning, call the company and say "i want to make sure my car is direct billed." the company will call Hertz, provide the direct bill number, problem solved. the rental car company cannot just simply let you drive off the lot in the car with the promise of payment, they've been burned too many times to allow that to happen.
2. Recap, Recap, Recap! they drill that into us as travel agents, and i'm sure they also drill that into airline res agents, they recap the airline, flight numbers, dates, times and city pairs, pay attention to that! if you're at all unsure, have them recap it again, and if you think you hear them say "Jacksonville" say "You do know i want to go to Jackson, Mississippi? right? not Jacksonville, Florida? by being a vigilant traveler, nine times out of ten, you can catch a mistake before it's set in stone and correct it.
3. Be Sugary not vinegary. you'll get far better customer service from someone if you're nice, you smile, you're patient, you don't yell, scream, pound your fist on the counter and call them incompetent. the agent says "I show your final destination as Jacksonville?" you say "I'm sorry, that's not right, there must have been a miscommunication with the agent i spoke with, i'm trying to get to Jackson, Mississippi, not Jacksonville, Florida." the agent may not be empowered to do anything. If she changes the itinerary the system will demand money and she can't override that. Her supvervisor may be able to, but the supervisor may be off, and if the traveler is standing at the counter acting like an a$$, what's her motivation to call the supverisor at home and get a resulution? none. She's more likely to say to herself, "Let Atlanta deal with this." and say to the traveler, "there's nothing i can do."
so, the best course of action is not to continue with the checkin process, but to either step away from the counter, pull out your cell phone and call the airline, or ask if the check in agent would mind calling reservations and getting this straightened out. if she says "i'm sorry, but i don't have the time right now." Say, "Okay, let me call Delta or my travel agent and get this straightened out." So you call reservations, again, calmly, you explain the situation, the res agent will look in the history, note that you were originally booked to JAN not JAX, probably call a supervisor, and can likely get a one time waiver put in that allows the agent to change the reservation back with no penalty. those agents and supervisors are people too and will be far more likely to bend over backwards for you if you're nice versus if you're on the phone, yelling, screaming, calling their employer, themselves and their coworkers incompetent.
4. Know who to talk to. If you call domestic res for UA, NW and DL, you're going to get India. Some of my best friend are Indians, they're lovely people, but those res agents are incompent. call international. Even if it's for a domestic res, they'll work with you.
I'd rather be one of the worst and Dumbest than the best and brightest....life's so much more stress free that way
PWM2TXLHopper From United States of America, joined Jan 2004, 1413 posts, RR: 1
Reply 9, posted (7 years 8 months 1 week 19 hours ago) and read 6612 times:
I can understand you're frustration with the situation. The same thing happened with me in CLT one time headed JAN-PWM. I went to get a beer and missed the last connection of the evening with US, and had to pay for a hotel. However, it was my fault, just like this was yours for not keeping tabs with the time and missing the flight Frankly, it sounds like you acted like a real douche though, and I'm not sure I'd be too happy to try and help you out either if I were the CSR and you displayed that kind of attitude with the condescending tone. In fact, I might just make sure your bags miss your flight all together if your were too much of an ass. Maybe even slip a LGW tag on your bag from the other jack-ass I just check in a few minutes before that was giving me an equally hard time because he didn't get the exit row seat he thought he confirmed months ago when he made the reservation!
Was the check in at ICT a Delta station with DL employees or contract workers? I've found some of the Comair/ASA CSR's to be less then competent as well when it comes to understanding where I want to go. Once I told them I was going to TXL and they thought I meant Berlin, New Hampshire. (And they don't even fly there! Get that?) Then on another trip to TXL they asked me if that was in Canada!
BrianDromey From Ireland, joined Dec 2006, 4065 posts, RR: 10
Reply 11, posted (7 years 8 months 1 week 15 hours ago) and read 6495 times:
Sounds like a trip from hell. But to be fair, you do sound like you over reacted just a little bit. I would guess its probably because you've never worked on the other side of the counter, and had people scream, shout and verbally abuse you. Let me tell you its not very nice. Seriously, smile, be nice and things will get worked out much more quickly.
Quoting NorthstarBoy (Reply 8): Some of my best friend are Indians, they're lovely people, but those res agents are incompent.
I would say poorly trained, rather than incompetent. They have only been trained in the basic situations where everything works out OK. These guys do not work for DL, but a third party, and turnover is very high, partially because of asses calling and shouting the odds off. Thus the training is cut to a minimum, to cut costs.
Next flights: MAN-ORK-LHR(EI)-MAN(BD); MAN-LHR(BD)-ORK (EI); DUB-ZRH-LAX (LX) LAX-YYZ (AC) YYZ-YHZ-LHR(AC)-DUB(BD)
BA319-131 From United Kingdom, joined Jan 2001, 8706 posts, RR: 53
Reply 13, posted (7 years 8 months 1 week 8 hours ago) and read 6283 times:
What a funny report, though I do feel you do tend to let off steam a little quick.
Quoting PWM2TXLHopper (Reply 9): Frankly, it sounds like you acted like a real douche though, and I'm not sure I'd be too happy to try and help you out either if I were the CSR and you displayed that kind of attitude with the condescending tone
Quoting Wingscrubber (Thread starter): Unapologetically, but admitting the mistake of the operator (absolving herself from any responsibility)
You spoke with the individual who directs you where to go. She, or whoever stands there, doesn't do anything but that. The only special thing she has access to is the little scanner thing that prints out boarding pass/standby cards right there. That is it. The people over the phones are the res agents. Oh and just an FYI, use delta direct next time. They are people in that area's res center. So lets say (just an example) that you are traveling from MCO to ATL and you need to call delta direct, you will be sent to Tampa res. It is just based on region. If you call over a cell phone, it is usually sent overseas. Next time ask for someone in the states. They have to transfer.
HZ747300 From Hong Kong, joined Mar 2004, 1946 posts, RR: 1
Reply 20, posted (7 years 8 months 4 days 21 hours ago) and read 5516 times:
Great read certainly!
Quoting NorthstarBoy (Reply 8): 4. Know who to talk to. If you call domestic res for UA, NW and DL, you're going to get India. Some of my best friend are Indians, they're lovely people, but those res agents are incompent. call international. Even if it's for a domestic res, they'll work with you.
I wish United would insource back to the US. Currently, they have outsourced to a robot, and in the rare instance you punch the correct sequence to get a person, it is in India. Probably because they are dealing with angry customers all day, they are very terse and quick to blame the victim. However, at least it is an interactive response, even if they sound like they are on a walkie-talkie. I was sick of the mechanical voice saying, "I'm sorry did you say 'yes'".
What can I say though, my company has outsourced more than its fair share to India, Thailand, and China.
AirWillie6475 From United States of America, joined Jan 2005, 2448 posts, RR: 1
Reply 23, posted (7 years 8 months 4 days 1 hour ago) and read 5149 times:
Hey Wingscrubber, Wichita has the most incompetent Delta agents, don't worry about it it's not Delta. Also it's unfortunate that agents try to ruin people because they're not being "nice" but that's the way it is just try to forget about move on with your life don't try to deal with it because agents could care less about inconveniencing you. Plus it's Wichita what did you expect quality?
JetBlueAUS From United States of America, joined Apr 2006, 1145 posts, RR: 7
Reply 24, posted (7 years 8 months 4 days ago) and read 5130 times:
Sorry your experience on Delta was less than stellar.
Quoting Astockla (Reply 3): Have you ever read the books of how when you're rude to airline employees (whether at the airport or on the phone) they make a note of it and you get crummy service onboard?!
What the heck are you talking about?
Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
: Sounds like you went in with a bad attitude to begin with.
: So you actually paid 175 USD to get your destination changed ( new fare, addtl. taxes), right? You should call Delta and ask for the correct fee to b
: Assuming the above information is true, I am 100% with you Wingscrubber. DL screwed up here badly. Nevertheless, what a hilarious and entertaining tri
: Why do we need to know that the first agent was black? Why do we need to know that the 2nd was an Indian? Why aren't the races of the others involved
: LOL very funny (but I feel bad for your experience) I never did like Delta anyways I should ask some 2nd graders that: Where is Jacksonville and where