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The New DL Leaves Much To Be Desired  
User currently offlineAussieItaliano From United Kingdom, joined Jan 2005, 442 posts, RR: 0
Posted (4 years 3 months 3 weeks 1 day 23 hours ago) and read 13756 times:

I just got back from a business trip to ATL and TVC (Traverse City, Michigan) on DL, and I can't say I'm very impressed with the new DL. It's the first time I've flown DL in about 10 years.

First of all, the lines at LAX are extremely long, at least 45 minutes just for bag drop. Then, the security lines at Terminal 5 are extremely long as well. I arrived at the airport at 6:50 for an 8:55 flight and barely made it. Since they moved all the NW flights to terminal 5, the facility just can't handle the volume of pax.

The flight to ATL was fine, no complaints there. The 763 from LAX-ATL had AVOD, and it was quite nice.

Then, I was supposed to fly up to TVC on a Friday from ATL, stay in TVC for a meeing for four hours, before returning to LAX that night.

The 772 from ATL-DTW had a mechanical delay due to a problem with the No. 1 engine. So, we were delayed for 2 hours and I missed my connection in DTW. When I went to the customer service counter to be rebooked, I was told that I could not be put on the next flight because there was no room, but that I would have to wait 3 more hours before I could get a flight to TVC.

So, I saw that I would have to stay in TVC overnight, which was fine, but DL didn't pay for the hotel. They put me on a flight from TVC-LAX with a connection in MSP scheduled for the following morning.

I get to the airport in TVC for the 9:55 flight to MSP. The a/c was a NW 319. At about 9:50, we are told that we would not be allowed to board because the a/c had a mechanical problem! They wouldn't tell us what it was, but bottom line is that I missed my connection in MSP.

When I got to MSP, nobody from DL could help me. I went to the customer service area, and they made me call DL reservations. When I called DL reservations, they told me that I could not be rebooked on another flight because the computer showed that I was already onboard my missed connection. So, they told me that I had to see someone in the terminal. I then learned that I had been upgraded on the missed connection.

So, after a bit of passing me around from agent to agent, they finally rebooked me on the next flight to LAX. I asked if there were any more first class seats available. They said that there were, but that they wouldn't upgrade me. They said to talk to the gate agent.

The gate agent did upgrade me, which I appreciated. And the flight from MSP-LAX went well.

Then I get to LAX, and after all the bags were offloaded, mine were not at LAX. The line for the baggage service office was extremely long, so I called DL and asked if I could file a claim by phone. They said no, but gave me the number to baggage service.

After being put on hold for 30 minutes, I finally was able to speak to someone at the baggage service office. She told me that my bags would arrive at LAX in 2 hours. She said that I would have to wait for them rather than have them delivered to my house. My bags finally did arrive 2 hours later, and I returned home.

I'm not one to complain about airline service, but for so many mishaps to occur on one single trip is ridiculous.

To top it off, my mom and my grandfather have both had similar experiences on DL within the last month.

I also don't use the phrase "I'll never fly _____ again." If I had to make another trip to ATL or to DTW, MSP or SLC, I'd probably go on DL since they have nonstops. However, I'm not impressed with their customer service, and I think that the merger with NW created one airline that is just too big to manage. Maybe DOT will do the consumers a favor and block the UA/CO proposed merger.


LHR - The Capital of the World
21 replies: All unread, jump to last
 
User currently offlineburj From United States of America, joined Nov 2007, 901 posts, RR: 4
Reply 1, posted (4 years 3 months 3 weeks 1 day 22 hours ago) and read 13424 times:

Alas what you describe is not uncommon with Delta and you experienced two of the common problems post merger..

1) Capacity/line management - At several airports, LAX probably being the worst example, the post merger facilities are just NOT capable of handling the number of people that Delta is trying to squeeze through them.

2) Delta IT - Delta's back end IT system, called Deltamatic, is a JOKE! It is not an exaggeration to say that it is a 1960s system that has had no significant improvement/upgrades. It "kinda" works...or works "well enough" when things go right...but when the littlest thing happens, weird stuff happens, like the system saying you are ON a connection you missed.

Since you took the time to post, I would suggestion contacting Delta through their "contact us" link on their website. You can almost just re-use your post here. They may throw some skymiles at you if you have a skymiles account.

I would also suggest sending a letter to the DOT, and cc'ing the letter to Delta. Again you can reuse your post above and I would EMPHASIZE the issue with their computer system saying you were ON a flight that you were NOT. This is a CLEAR security/safety issue. While airlines will easily (and often) ignore customer complaints sent to them, they pay more attention to complaints sent to the DOT.

Unfortunately it is only through these actions that Delta's management will make fixing these problems a priority.


User currently offlinedl767captain From United States of America, joined Mar 2007, 2539 posts, RR: 0
Reply 2, posted (4 years 3 months 3 weeks 1 day 20 hours ago) and read 13042 times:

To be honest I've never had any problems with DL, they've lost my bag once but had it delivered straight to my house. This is why I fly DL whenever possible. I find their planes with AVOD to be comfortable and the AVOD makes a big difference when traveling alone. The problems you had don't really seem to be able to be controlled by any airline. Mechanical problems happen, it does suck that it happened to you twice in one trip though. It seems like they didn't pay for your hotel because there was a flight for you in 3 hours. The lines for the baggage drop I agree would be Delta's problem but the security line isn't exactly their fault, it's just a large airport. Most of the problems you seem to have had have to do with bad luck, and trying to merge two large airlines, there are still some kinks to be worked out. I still think you had a better experience on DL than I had on US Airways when they stranded me alone in PHX when I was flying home alone and was only 14 and had to make my own overnight arrangements even though they bumped me to give my seat to a crew member. Hopefully if you try DL again you will have a better experience.

User currently offlineFlyASAGuy2005 From United States of America, joined Sep 2007, 7004 posts, RR: 11
Reply 3, posted (4 years 3 months 3 weeks 1 day 14 hours ago) and read 12436 times:

I don't comment much on TRs. I just find the pictures and write-ups to be quite nice but I'll throw in my 0.02c.

I'm sorr to hear about your experience on DL. Being that you haven't flown them in about a decade, it's a shame this is the impression they made on you after returning for so long. I have heard many, many complaints about their res system as it is generally last place in many folk's reviews. I know DL spent a truck load of money on same said system in the mid to late 90s in the $B range if i'm not mistaken but guess they are still lacking.

I hope the crew were pleasent as i've hear they have been top notch post merger. And I will admit that I HATE being given the run around. You're already delayed and trying to get someone of the pohne and they can't help you and the live agents are just as bad. This, I think, pisses me off to no end more than anything else whenever I travel.

I hope you have a better experience next time. I really like DL (i'm a DL brat from birth; mother works for them).



What gets measured gets done.
User currently offlineDeltAirlines From United States of America, joined May 1999, 8906 posts, RR: 12
Reply 4, posted (4 years 3 months 3 weeks 1 day 14 hours ago) and read 12396 times:

Quoting burj (Reply 1):
1) Capacity/line management - At several airports, LAX probably being the worst example, the post merger facilities are just NOT capable of handling the number of people that Delta is trying to squeeze through them.

2) Delta IT - Delta's back end IT system, called Deltamatic, is a JOKE! It is not an exaggeration to say that it is a 1960s system that has had no significant improvement/upgrades. It "kinda" works...or works "well enough" when things go right...but when the littlest thing happens, weird stuff happens, like the system saying you are ON a connection you missed.

As my friend points out, these are two of the most troubling things going on with the merger. Line management has been iffy at several airports, both in terms of capacity (LAX is known on FlyerTalk as the worst in the DL system at this in general), as well as botching some of the SkyPriority line launch. I personally haven't had many issues with the DL lines at LAX since they moved NW over, but I'll admit that (a) I'm traveling at quieter times and (b) have access the Priority Check-in/Security queues as a Platinum.

As for Deltamatic, well, my mileage run yesterday was a bit of a cluster. I was supposed to be doing MSP-SLC-DFW down. Well, MSP-SLC goes mechanical and I call up the Plat line and get rebooked on an MSP-ATL leaving 35 minutes later. I tell the agent that I'll pick up my BP at the SkyClub, and they run into issues since there wasn't a delay posted and yada yada yada - end of day it involved a lot of typing and about 15 minutes to get me my BPs. At DFW on the return, I stop by the SkyClub to do my SDC via ATL so I could see a friend who was getting in on the AMS flight; it took the agent a good 5-6 tries to do it because Deltamatic wasn't playing nice yesterday. Needless to say, that's what happens when you're using 50 year old technology to run an airline that is a good 15-20 times (at least!) larger than what it was when the system was considered state-of-the-art.


User currently offlineAussieItaliano From United Kingdom, joined Jan 2005, 442 posts, RR: 0
Reply 5, posted (4 years 3 months 3 weeks 1 day 14 hours ago) and read 12387 times:

Thanks for the advice and comments. I will more than likely fly DL again since I'm probably going to have to return to ATL for work in the near future, and they are the best option to get there. I have already sent an e-mail to DL, so we'll see what type of response I get.

I know that there are kinks to work out after the merger, but I think that it's more the apathetic attitude that bothers me. When I dropped off my bag at LAX and mentioned that it took over 45 minutes of waiting, the employee behind the counter just said "This airline is just terrible." It's interesting that DL employees are also not happy with DL.

I also found it interesting that while seated in the F cabin from MSP-LAX, they charged me for ice cream. That's the first time I've ever been charged in F for anything.

But overall, the flights and service were not bad, and if there hadn't been delays, I probably would have enjoyed DL. The majority of the problem has to do with factors other than the flights themselves.



LHR - The Capital of the World
User currently offlineDeltAirlines From United States of America, joined May 1999, 8906 posts, RR: 12
Reply 6, posted (4 years 3 months 3 weeks 1 day 13 hours ago) and read 12284 times:

Quoting AussieItaliano (Reply 5):
I also found it interesting that while seated in the F cabin from MSP-LAX, they charged me for ice cream. That's the first time I've ever been charged in F for anything.

The ice cream is part of the EATS Buy on Board menu, hence the reason for the charge.


User currently offlinedl767captain From United States of America, joined Mar 2007, 2539 posts, RR: 0
Reply 7, posted (4 years 3 months 3 weeks 1 day 13 hours ago) and read 12170 times:

Quoting AussieItaliano (Reply 5):
When I dropped off my bag at LAX and mentioned that it took over 45 minutes of waiting,

People at working who are tired from working a long shift and probably hearing how long people were waiting is a drain, it's not surprising they didn't feel to bad. Hopefully you have a better experience next time


User currently offlineAussieItaliano From United Kingdom, joined Jan 2005, 442 posts, RR: 0
Reply 8, posted (4 years 3 months 3 weeks 1 day 8 hours ago) and read 11698 times:

Quoting dl767captain (Reply 7):
Quoting AussieItaliano (Reply 5):
When I dropped off my bag at LAX and mentioned that it took over 45 minutes of waiting,

People at working who are tired from working a long shift and probably hearing how long people were waiting is a drain, it's not surprising they didn't feel to bad. Hopefully you have a better experience next time

But the interesting thing is that she WAS sympathetic, but then proceeded to say, "this airline is terrible". I was intrigued that an employee would say that to a customer.



LHR - The Capital of the World
User currently offlinerwSEA From Netherlands, joined Jan 2005, 3108 posts, RR: 2
Reply 9, posted (4 years 3 months 3 weeks 1 day 7 hours ago) and read 11622 times:

As an American expat living in AMS, unfortunately DL is my only nonstop option home. I'm willing to put up with the bad service for the nonstop flight, but I can tell you that I don't look forward to my flights with Delta at all. Here's why:

Integration - still a ways to go. At both PDX and SEA the check-in lines are huge. Luckily I have status with both AS and KL, so I can use the first class line, but this brings me to complaint #2.

Lack of benefits for partner elites - The whole point of Skyteam is supposed to be seamless travel and reciprocal benefits. The DL-AF-KL joint venture is supposed to take this even further. However, as KL elite, the trip with DL is nothing but hassle. Supposedly choice seats are available, but you have to call DL because the website won't allow you to pick them. I can work around this by using my AS elite number, getting decent seats, and then switching back to the KL number, but why do I have to runaround when the website clearly recognizes me as a KL elite? Furthermore, DL does not waive bag charges for Skyteam elite members, which also comes across as cheap.

Service - every interaction with DL lately has had some sort of lousy service. Take for instance the time that I had purchased a full Y, one-way ticket from PDX-AMS for over $1,900. Despite having a print out from DL's website saying that I was allowed up to three bags, I had to argue with no fewer than 3 surly staff who were insisting that I had to pay, even after shown the proof. The next time, I was in Business Elite on PDX-AMS, and the cabin was only 30% full. Because I was sitting next to someone, I decided to move back a couple of rows so that I could stretch out and also to that my reclining would not impact anyone else. I got a stern lecture from the FA for switching seats as this "is not allowed and I guess we can work around it but next time you need to stay in your own seat". It turns out that the FAs wanted to stretch out in the back during their break - using the business elite seats (that I paid nearly $5K for) rather than their usual crew rest area. The last time, DL modified my award routing from a nonstop to a one-stop flight. Not the biggest deal but I called to see if I could change it. I was rudely told that DL can change whatever flights they want and I have to accept the new route or cancel all together. I was eventually hung up on.

Overall, the attitude I get from DL is bad, whether before my flight, on the ground, or in the air. Their technology sucks and in many cases the planes are old and uncomfortable. On-board service leaves much to be desired. Now that I think about it, of my 25+ flights with DL in the last couple of years, only 25% or so have been drama-free. I really wish that KL would take over the AMS-SEA/PDX routes. Unfortunately to say, you had a fairly typical Delta experience.


User currently offlineFlyASAGuy2005 From United States of America, joined Sep 2007, 7004 posts, RR: 11
Reply 10, posted (3 years 7 months 3 weeks 5 days 10 hours ago) and read 8763 times:

Quoting rwSEA (Reply 9):

Quite the story, and you still give your money to DL? I don't get at. I understand you want the non-stop flight but after so many years, I would have thought you would have wised up and voted with your wallet. Non-stops are nice but it'll never be that nice to the point where I continue to fund a carrier I really dislike.

I mean, personally, I like DL just as much as the next guy but personal choice is personal choice. I thin you should move on and take the connection...



What gets measured gets done.
User currently offlinedeltal1011man From United States of America, joined Sep 2005, 9559 posts, RR: 14
Reply 11, posted (3 years 7 months 3 weeks 4 days 8 hours ago) and read 7660 times:

Quoting burj (Reply 1):

1) Capacity/line management - At several airports, LAX probably being the worst example, the post merger facilities are just NOT capable of handling the number of people that Delta is trying to squeeze through them.

hmmm.
Ok, I will leave everything else in this thread alone...but i find this comment funny.
Just where would you put the (soon to be) 105 flight carrier at LAX? T5/6 has handled 200+ flights per day before on Delta.



yep.
User currently offlineAv8rDAL From United States of America, joined Jan 2004, 462 posts, RR: 1
Reply 12, posted (3 years 7 months 3 weeks 4 days ago) and read 7334 times:

I've had similar problems, esp. whenever I connect in MSP, for whatever reason. I've been stuck there after missing a connection on more than one occasion. Usually this was due to mechanical delays.

My experience with LAX is that whenever DL is sending the arriving 777 from SYD onwards to ATL (usually mornings), you can expect a huge crowd at Terminal 5. I've been on that flight a few times and have taken other morning flights with nearly no lines at all.

In dealing with all of this, being a Gold Medallion helps with getting re-booked quicker and through lines quicker. But having just lost my job, my status will likely go away as well. At that point, all options are on the table for me flying out of ATL, esp. with WN coming to town.



Maintain thine airspeed, lest the Earth rise up and smite thee.
User currently offlinecgnnrw From Germany, joined May 2005, 1165 posts, RR: 2
Reply 13, posted (3 years 7 months 3 weeks 3 days 23 hours ago) and read 7252 times:

Quoting DeltAirlines (Reply 6):
Quoting AussieItaliano (Reply 5):
I also found it interesting that while seated in the F cabin from MSP-LAX, they charged me for ice cream. That's the first time I've ever been charged in F for anything.

The ice cream is part of the EATS Buy on Board menu, hence the reason for the charge.

Then why should anyone fly first on DL if they charge for ice cream?
Okay, okay I know people don't choose first class for the free ice cream but if I choose to fork out 3x the amount of an econ ticket I should be able to expect some sort of appreciation from the airline. It doesn't have to be a steak served on fine dishware, metal cutlery and real classes, free booze, etc. but surely DL can serve free ice cream in their premium cabin!

Quoting AussieItaliano (Thread starter):
Then I get to LAX, and after all the bags were offloaded, mine were not at LAX. The line for the baggage service office was extremely long, so I called DL and asked if I could file a claim by phone. They said no, but gave me the number to baggage service.

After being put on hold for 30 minutes, I finally was able to speak to someone at the baggage service office. She told me that my bags would arrive at LAX in 2 hours. She said that I would have to wait for them rather than have them delivered to my house. My bags finally did arrive 2 hours later, and I returned home.

Strange they refused to deliver to your home.

One time I arrived in FLL and my luggage didn't. I went to the lost luggage desk and the agent said I it didn't make the connection in ATL and it would be coming in 1.5 hours later. The agent asked if I preferred to wait for it or have it delivered at my hotel. Since I had to get a rental car I decided to wait and by the time I was done with that my luggage had arrived.



A330 man.
User currently offlineOA412 From United States of America, joined Dec 2000, 5313 posts, RR: 25
Reply 14, posted (3 years 7 months 3 weeks 3 days 15 hours ago) and read 6877 times:

Quoting FlyASAGuy2005 (Reply 10):

I've asked the same question repeatedly. I don't understand why someone who has had that many poor experiences with an airline would continue to give them his business. UA/CO and US offer one-stop options from AMS to PDX that would entail avoiding the apparent crap-show that is almost always a hallmark of DLs service on the route.

Quoting cgnnrw (Reply 13):
Then why should anyone fly first on DL if they charge for ice cream?

I find this claim to be quite strange. The OP says it happened, but DL does not charge for snacks or food in First Class on domestic flights.



Hughes Airwest - Top Banana In The West
User currently offlinedeltal1011man From United States of America, joined Sep 2005, 9559 posts, RR: 14
Reply 15, posted (3 years 7 months 3 weeks 3 days 14 hours ago) and read 6845 times:

Quoting Av8rDAL (Reply 12):

My experience with LAX is that whenever DL is sending the arriving 777 from SYD onwards to ATL (usually mornings), you can expect a huge crowd at Terminal 5. I've been on that flight a few times and have taken other morning flights with nearly no lines at all.

It can get ugly with the big red-eye push too.

Quoting OA412 (Reply 14):

I find this claim to be quite strange. The OP says it happened, but DL does not charge for snacks or food in First Class on domestic flights.

they do if you order BOB.



yep.
User currently offlineop3000 From United States of America, joined Jun 2009, 1775 posts, RR: 2
Reply 16, posted (3 years 7 months 1 week 4 days 5 hours ago) and read 5417 times:

Quoting AussieItaliano (Thread starter):
So, I saw that I would have to stay in TVC overnight, which was fine, but DL didn't pay for the hotel.

Unacceptable. Definite complaint letter material.

Quoting FlyASAGuy2005 (Reply 10):
Quite the story, and you still give your money to DL? I don't get at.

I'd vote with my wallet too, but I wouldn't necessarily go as out of my way as having to take a connection on an already long journey. That's would be a bit masochistic. Plus in his case he's based in AMS so it makes sense he flies KL often, thus DL is the only carrier which can take him to SEA or PDX.

Quoting deltal1011man (Reply 15):
they do if you order BOB.

They do, but it doesn't mean they don't come across as petty to the C pax.

Quoting rwSEA (Reply 9):
It turns out that the FAs wanted to stretch out in the back during their break - using the business elite seats (that I paid nearly $5K for) rather than their usual crew rest area.

I have seen the same on a couple of other flights where the crew use J seats to sleep, which I find unattractive and provincial. I don't mind another person resting next to me regardless of who it is, but It's kind of like if the housekeeper at the Ritz Carlton takes a room next to mine to nap. At the very least it takes a way from the exclusivity that J is marketed with (including the name "BusinessElite"), and can even be deemed inappropriate by some.


User currently offlineFlyASAGuy2005 From United States of America, joined Sep 2007, 7004 posts, RR: 11
Reply 17, posted (3 years 7 months 1 week 4 days ago) and read 5266 times:

Quoting op3000 (Reply 16):
They do, but it doesn't mean they don't come across as petty to the C pax.

Sure, but let's use common sense for a minute. BOB is just that. It's not meant for F/C...



What gets measured gets done.
User currently offlinejetblast From United States of America, joined Nov 2004, 1231 posts, RR: 10
Reply 18, posted (3 years 7 months 1 week 3 days 21 hours ago) and read 5096 times:

Quoting rwSEA (Reply 9):
The next time, I was in Business Elite on PDX-AMS, and the cabin was only 30% full. Because I was sitting next to someone, I decided to move back a couple of rows so that I could stretch out and also to that my reclining would not impact anyone else. I got a stern lecture from the FA for switching seats as this "is not allowed and I guess we can work around it but next time you need to stay in your own seat". It turns out that the FAs wanted to stretch out in the back during their break - using the business elite seats (that I paid nearly $5K for) rather than their usual crew rest area.

Same happened to me on NRT-PDX, but she just did not let me move at all. You must have had the same crew member I did 



Speedbird Concorde One
User currently offlinedeltal1011man From United States of America, joined Sep 2005, 9559 posts, RR: 14
Reply 19, posted (3 years 7 months 6 days 12 hours ago) and read 4492 times:

Quoting op3000 (Reply 16):

They do, but it doesn't mean they don't come across as petty to the C pax.

Then don't order from the BOB menu



yep.
User currently offlineop3000 From United States of America, joined Jun 2009, 1775 posts, RR: 2
Reply 20, posted (3 years 7 months 6 days 11 hours ago) and read 4458 times:

Quoting deltal1011man (Reply 19):
Then don't order from the BOB menu

Flying first class and having to buy ice cream on board...well that's just real first class, isn't it?


User currently offlinerwSEA From Netherlands, joined Jan 2005, 3108 posts, RR: 2
Reply 21, posted (3 years 7 months 4 days 2 hours ago) and read 4107 times:

This is quite an old post, so I'm surprised that it's recently been resurrected. That said, it's no surprise to see the same old DL apologists on here criticizing anyone who has less than glowing praise for their favorite company.

Quoting FlyASAGuy2005 (Reply 10):
I mean, personally, I like DL just as much as the next guy but personal choice is personal choice. I thin you should move on and take the connection...
Quoting OA412 (Reply 14):
I've asked the same question repeatedly. I don't understand why someone who has had that many poor experiences with an airline would continue to give them his business. UA/CO and US offer one-stop options from AMS to PDX that would entail avoiding the apparent crap-show that is almost always a hallmark of DLs service on the route.

Right - because if we get crappy service we're supposed to just shut-up and take it. Complaining is out of the question, because you can just go somewhere else right? Look, I think that PDX is lucky to have a non-stop service to Europe and I want it to do well. That said, I want it to be a good service and I like to think that my complaints will help things to improve.

That said, I now use KLM miles to fly home on Delta. It's actually a win-win situation for me: I get the nonstop flight, yet DL gets no revenue whatsoever from me. Not a bad compromise. And I should say, my last couple of trips on this route were actually quite a bit better. In December I had a great flight in BusinessElite - this time I was allowed to sit wherever I wanted and there was no angry break-wanting FAs to deal with. One was actually very sweet and gave me some wine to take home. The second flight was in coach, and it was only about 40% full, so it was a roomy flight (this flight I did pay for, but at a bargain rate of €500 r/t).

Quoting op3000 (Reply 16):
I have seen the same on a couple of other flights where the crew use J seats to sleep, which I find unattractive and provincial. I don't mind another person resting next to me regardless of who it is, but It's kind of like if the housekeeper at the Ritz Carlton takes a room next to mine to nap. At the very least it takes a way from the exclusivity that J is marketed with (including the name "BusinessElite"), and can even be deemed inappropriate by some.

I agree with you, but it wasn't even the lack of exclusivity that angered me. It was the apalling attitude and rudeness, not to mention a sense of entitlement.

Quoting jetblast (Reply 18):
Same happened to me on NRT-PDX, but she just did not let me move at all. You must have had the same crew member I did

Reneé must still be up to her old tricks - acting as the matron on the PDX-based international services.


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