Comments on: How do you get an airline to keep its promises? http://www.elliott.org/blog/how-do-you-get-an-airline-to-keep-its-promises/ The travel troubleshooter. Sun, 21 Mar 2010 01:43:40 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Amber http://www.elliott.org/blog/how-do-you-get-an-airline-to-keep-its-promises/comment-page-1/#comment-26105 Amber Tue, 27 Oct 2009 19:32:53 +0000 http://www.elliott.org/?p=9151#comment-26105 I have worked in the travel industry for 13 years and for an airline for 9 years. I am by no means defending Delta, but it sounds like there may have been some misunderstanding in what Jennifer was told would be waived. I think some of the issues resulted from the language airlines use. Delta promised to waive the $250.00 change fee, which they were still willing to waive. Jennifer stated a few times that all penalties or fees would be waived. That is what they did. The airline would not look at the difference in price as a fee or a penalty, it is a fare. They also waived the 90 day maximum stay on her ticket. I know someone not up on airline fares wouldn't usually know the difference but there is a tremondous cost difference between tickets that allow for 30, 90 or 180 day stays, usually amounting to several hundred dollars. An airline will often waive the penatly(change) fee or the difference in fare, but not often both. I have worked in the travel industry for 13 years and for an airline for 9 years. I am by no means defending Delta, but it sounds like there may have been some misunderstanding in what Jennifer was told would be waived. I think some of the issues resulted from the language airlines use. Delta promised to waive the $250.00 change fee, which they were still willing to waive. Jennifer stated a few times that all penalties or fees would be waived. That is what they did. The airline would not look at the difference in price as a fee or a penalty, it is a fare. They also waived the 90 day maximum stay on her ticket. I know someone not up on airline fares wouldn’t usually know the difference but there is a tremondous cost difference between tickets that allow for 30, 90 or 180 day stays, usually amounting to several hundred dollars. An airline will often waive the penatly(change) fee or the difference in fare, but not often both.

]]> By: Steve R http://www.elliott.org/blog/how-do-you-get-an-airline-to-keep-its-promises/comment-page-1/#comment-26084 Steve R Tue, 27 Oct 2009 16:01:32 +0000 http://www.elliott.org/?p=9151#comment-26084 "The one-time exception"--what a load of hooey. In this case, Delta reneged on its offer, and then makes it sound like they're doing Jennifer a favor. The one-time exception garbage is pulled out far too often--sounds more like a punishment than customer service--why not say 'we review each case on its individual merits, and yours warrants a refund'. My condolences to Jennifer on her loss. “The one-time exception”–what a load of hooey. In this case, Delta reneged on its offer, and then makes it sound like they’re doing Jennifer a favor. The one-time exception garbage is pulled out far too often–sounds more like a punishment than customer service–why not say ‘we review each case on its individual merits, and yours warrants a refund’.

My condolences to Jennifer on her loss.

]]> By: Lisa S http://www.elliott.org/blog/how-do-you-get-an-airline-to-keep-its-promises/comment-page-1/#comment-26032 Lisa S Mon, 26 Oct 2009 15:26:51 +0000 http://www.elliott.org/?p=9151#comment-26032 I thought that was a cold response on behalf of the CEO. Sure the customer got the fees waived, but if Delta thinks that letter would lead me to believe the company's customer service would ever exceed my expectations, they are very much mistaken. I thought that was a cold response on behalf of the CEO. Sure the customer got the fees waived, but if Delta thinks that letter would lead me to believe the company’s customer service would ever exceed my expectations, they are very much mistaken.

]]> By: Ronda http://www.elliott.org/blog/how-do-you-get-an-airline-to-keep-its-promises/comment-page-1/#comment-26028 Ronda Mon, 26 Oct 2009 14:45:28 +0000 http://www.elliott.org/?p=9151#comment-26028 isnt it great? your loved one dies then you get to spend months and months stranded in a different country than the one you reside at AND get the runaround from costomer service when all you want to do is go home and mourn. I'm glad that Delta's ceo's assistant did the right thing, no one wants to deal with a airline at the best of times, let alone at the worst of times. isnt it great? your loved one dies then you get to spend months and months stranded in a different country than the one you reside at AND get the runaround from costomer service when all you want to do is go home and mourn.
I’m glad that Delta’s ceo’s assistant did the right thing, no one wants to deal with a airline at the best of times, let alone at the worst of times.

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