May 3, 2010

ATTN: Delta Airlines

First of all let me say that I have flown Delta for years and been a skymiles member since 2000.
I always tried to use Delta as my choice airline.

In reference to tickets 00623193313046, 00623191134440, 00623190707300, 00623190707311— April 24, 2010–Delta 1851– Boston to Atlanta—connecting in Atlanta– Delta 573– Atlanta to St. Kitts—where there wasn’t even an hour between the flights–then with the bad weather (weather not your fault) we were in a hold pattern, landed and the plane pulled into the gate around the same time or after our connecting flight at 9:50 departed for St. Kitts.

We tried to be as nice as possible, but the way we were treated and what happened to all of us was appalling. I cannot believe what some of your supervisors said to us and how we ourselves, working with someone on a computer back home had to come up with some flights to tell your customer service people of how we could get to St. Kitts via another airline. What Delta put me, my husband, my son and his girlfriend through is totally unbelievable. To be told we were confirmed then they couldn’t print our boarding passes and missing our flight and told that was the last flight and the attitudes of your employees, again was inexcusable.

Initially at 10:00 A.M., Ross who was on the help line tried, but we really had to supply him with numbers for the other American Airline flights available to St. Kitts. With what he came up with—we’d be in Atlanta for 3 days—as he was only looking for Delta flights. He told us the supervisor at B-19 may be more helpful but with my husband on the phone (for over an hour) I ran to have someone ask the Supervisor a question re our dilemma and his reply was “you can stay in Atlanta for the week or go home. There’s only one flight from here to St, Kitts’s per week.” I Loved being told by one of your employees—“go next week.” Delta is so lucky their work schedule is so flexible. Very cordial response don’t you think??

It took 12 hours until the last person somehow got my husband and me on a flight the next morning from Atlanta to San Juan, then San Juan (American Airlines) to St. Kitts. My son and girlfriend had flown back to LaGuardia (Delta 1794), then got over to JFK as they supposedly had confirmed flights from JFK to St. Kitts on American Airlines 2051 (so did we). We were booked on Delta 1154 Atlanta to JFK—they couldn’t get us all on the same flight back to NY, but no one could figure how to print our passes even with our confirmed receipts. We were supposed to go back from Atlanta to JFK and meet them there.

We were told those flights didn’t exist. At 10:30 at night the agent Tanya, T-6 got us on the flights for the next morning (where was that flight earlier in the day and could we all have gone on it?) She then assured us my son and girlfriend were all set up there in NY. They weren’t. After sleeping at your airport all night as it was so late by then to bother with a hotel, my son called when the problems began at 5:15am before his supposed 7:50 flight.

My son started at American Airlines, was sent back to Delta, then back to American. It took an American Airlines rep calling a Delta supervisor to straighten it out. I thought we were going to have to pay $850.00 for each of them to fly them down (so as not to ruin this long planned vacation) After American Airlines got involved–somehow all was cleared. They had our names as well for that flight, but were told by Delta that those flights didn’t exist for us by the rep in Atlanta Tanya at T-6. At least she worked hard for us and was one of the only three nice people; though not with total correct info.

She did make the comment to my husband before all was done (as I was sitting in a corner almost in tears) that skymiles seemed to be the problem. So, if we earned miles when always booking my husband’s business trips through Delta or however else—I felt as if Delta would not put the effort in to get us the flights as they were not “revenue” tickets.

I have been a skymiles member since 2000. I’m chopping up my American Express cards linked to skymiles (my husband and I both have skymile #’s) I will use Capital One now who will reimburse me after the charge for tickets hit my account and can use all the other airlines—some that fly direct instead of always connecting with Delta. My ticket won’t indicate that “I am flying free” and be penalized in the event of a situation like this.

I am truly thankful to Tanya atT-06 for at least getting us on a flight and being nice at 11:00 at night, but as I discussed with many others at the resort who had similar nightmare experiences—WE ARE DONE WITH DELTA.

One other nice person was a cleaning lady who at 3:00 am brought me over a delta blanket.

I also didn’t mention your nasty, non smiling baggage people who told us our baggage would follow us everywhere. We couldn’t retrieve them in Atlanta where we were for over 20 hrs. Three bags arrived Monday morning, mine Tuesday night. We received a call from American Airlines as they were our last point of contact and our last flight to St. Kitts to see if all was well. However, we heard nothing from Delta. DELTA DOES NOT CARE.

Gate A-18 there was an earlier flight to JFK. – 3:05 pm April 24TH. My son had gone over there and your agent would have put them on that flight even though they had tickets to LaGuardia and then we ran over and he would have sent us also but we got there too late–cordial—helpful at least. He said we could try Gate A-30 but it looked full for the 5:30 to JFK. W. Mignon or Mignon W. at Gate A-30 was rude. She said there is no way we could fly standby no matter what we had been through–only Delta employees fly standby—can’t go to JFK if ticketed to LaGuardia—can if you want to pay $50.00 each extra etc. etc. When I went over to look at her name badge, she started yelling at me for my name—I didn’t provide it.

We hung around until our last hassle at gate T01 where I was first in line with my confirmed receipt for Delta 1154. A useless male employee looked at it; put it aside until another woman employee saved it for last to work on. She couldn’t print it called someone, got nowhere and sent us to T-06 when it was too late—plane departed—last flight to JFK. Again, as mentioned above, somehow Tanya came through—12 hours later

At one point I even tried your 800 number–you were no longer taking calls. I NOW UNDERSTAND WHY BEFORE I LEFT HOME –ON MY COMPUTER NEWS HOME PAGE—TEN WORST COMPANIES–DELTA WAS NO. ONE

I don’t know if this letter will just fall on deaf ears. I really don’t know if you care that I am emailing this letter, sending it to several departments at Delta and will share this info on every public forum that I can.

You have many wonderful employees that have helped me in the past via your support lines or with online support or reservations; however, most of your representatives in Atlanta who I had to deal with are a disgrace to the airline and customer service industry.

Once again, now that I know that skymiles are a problem there’s no need to use them or use Delta.

cc Assistant General Counsel for Aviation Enforcement and Proceedings, 1200 New Jersey Avenue, SE, Washington, DC 20590

I am an avid traveler for both business and pleasure and just returned to Nashville thru Atlanta, from the Bahamas where I have a home. My wife and I checked two bags in Nassau and the bags were missing upon our arrival into BNA. It is not unusual for bags to be delayed but the experience we have had in the past 24 hours with Delta airline representatives has been unconscionable.

Flight Details

Fri 26MAR DELTA 376 OK U LV NASSAU 1255P V **
AR ATLANTA 314P COACH

Fri 26MAR DELTA 4994* OK U LV ATLANTA 415P **
AR NASHVILLE 429P COACH

1. When our bags did not arrive we spoke with the BNA Delta baggage representative told us to wait another 15 minutes as our bags were on another flight coming into Nashville. One half hour later and no flight we were told “sorry, I made a mistake and the next flight won’t be in until around 6:00PM”. We filled out the claim form and she said out bags would be delivered to Paris, TN (our home) later that night.
2. I waited up until midnight and no bags arrived so we phoned first thing this morning and after much delay were told that the bags were with Excell Express courier and would be delivered this morning.
3. Still no bags at 3:00 PM. We phoned the courier company who informed us that they did not have the bags and never did have the bags. We phoned back to Delta and were told they would again do further investigation and call back.
4. We then received a call from Melody Pierson of Delta who then tells us that our bags are in Memphis with Federal Express and would now be delivered on Monday – three days after we arrived.

We explained that this was very inconvenient as there are items in the suitcases that we needed before Monday and this was not acceptable. The response was basically “too bad” that there is nothing further they could do. We then questioned the reliability of what we were being told as we have had so many stories from Delta representatives that in fact were not true. Again the response was “contact Delta customer service if you’re not happy”.

So here it is 24 hours after our arrival into BNA and we do not have our bags and can only hope they arrive sometime on Monday. I now have to arrange for someone to be at my house all day waiting for the bags to arrive.

The way this was handled was extremely poor and at this point I expect some type of compensation for this absolute fiasco of poor customer service from the Delta representatives throughout this experience.

Recently my daughter’s bags were delayed by Southwest for five hours and without hesitation, they gave her a $100.00 travel voucher for her inconvenience. All we have received from Delta thus far is misinformation and a lackadaisical attitude of “we don’t care”. Very upsetting and disappointed as we wait anxiously to see if in fact we will ever receive our bags. Your response would be appreciated!

Very upset customers;

Please post the other websites that you find for dealing with Delta airlines. I agree – the customer service is horrible compared to the old NWA.

Thanks.