|Quoting DL787932ER (Reply 6):|
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.
|Quoting B777-700 (Reply 8):|
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 ArcrftLvr (Reply 23):|
It shouldn't be the customer's responsibilty to confirm schedule changes.
It isn't - if they booked anywhere other than with DL directly, then it's the responsibility of that service provider (Expedia, Orbitz, Travelocity, AAA Travel, whatever) to alert the customer to the schedule change.
If they booked directly with DL, it's DL's responsibility...but one thing we're missing is how far out the schedule change is! When sked chgs occur, it's common practice to notify those people traveling first - so if your flight was cancelled for next month, you'll be advised of it by the airline sooner than someone traveling in four months will.
|Quoting BNinMSY (Reply 33):|
Delta should NEVER bring up the profitability issue - that is THEIR problem and issue - you are a customer and should be treated as such is my humble opinion.
And you know perfectly well that how this issue came up was the customer shrieking something to the effect of, "How DARE you cancel that Wednesday flight!" with the DL supervisor replying that loads on Wednesdays to and from ANU are really low, making the flight a money-loser - so they cancelled it and moved the flight to a better day, load-wise when they revised the schedule.
It's a perfectly valid point, but all the customer hears is, "BLAH BLAH BLAH profitability BLAH BLAH BLAH" because they've got selective hearing now that they've been inconvenienced.
So...as with just about any air carrier, when a schedule change occurs DL will either rebook them on the next available flight, reschedule them to a different day entirely if the customer wishes, or offer a full refund if these options aren't acceptable to them.
End of story.