Delta Air Lines

Dear Delta Corporate in Atlanta -

File Ref: 9257356 (KMM3556604V63233L0KM)
File Reference issued at JFK: JFKDL75107
Claim ticket #: KL 060549
Flight #1576 AMS 06′ Sept

I am very anxious, as you can imagine, to hear the status regarding my baggage. It never arrived as it was supposed to when I landed in Amsterdam. I had a layover from 7pm until my flight left the next day headed for JFK. When I landed the bag never arrived and I was sent to the hotel, no luggage in hand but did report it to KLM. The next morning again, I reported it, messages were sent and I was told by KLM the bag would be there for me at JFK as it had gotten on another flight. I don’t think this was the case as it still is no where to be found.

Delta baggage workers would not call overseas meaning I took matters into my own hands. Your airline flies internationally and uses KLM, an international carrier as its partner – but could not make contact with the company overseas. I find this a bit ridiculous, especially when situations of this degree arise. I finally had a supervisor at JFK make the call for me where she was given the run around by Amsterdam personnel as was I. At this juncture, I have personally sykped with workers for KLM and they have no record of my bag being scanned into Amsterdam – that is what I’m told.
Delta at JFK seems to have different information, stating that my bag did arrive at AMS, however it did not make its way to JFK.

I am very appalled at the incompetence of Delta, KLM and the basic handling of this baggage. I NEVER would have checked it – as it was 2 lbs over weight but I was rushed into it and assured it would land in Amsterdam.

I have been told at least 10 different versions of what has happened. Furthermore, I was told they would make follow up phone calls to me every day for 5 days reporting the baggage status – which your personnel failed to do. I am the one who has been doing the calling – to JFK, Athens, Greece and AMS airport in Amsterdam – where no one tells me the same information twice. Where is my bag and how did this happen?? With all the airport tracking, cameras, security measures and protocol…a bag just disappears?? I’m not understanding.

I’m now told “corporate” will be handling the case and will search through a warehouse in Atlanta GA. I’m also told KLM has a warehouse that will also be searched.

I trust this matter will be handled properly and my baggage will be returned as 98% of lost baggage is returned. Items do not disappear – especially something such as a suitcase. I’m not comprehending what is going on with Delta and it’s communication breakdown.

I look forward to hearing positive news from you soon. I am very eager to hear the outcome and or current status.

Thank you – Nancy S. Smith
nsfancy@gmail.com
910-443-9348

I am not sure whether you rcv complete complaints what I am going to claim:
Tracking ID: KMM4015504V66712L0KM
Case Number: 1652197

The story is:
1) My holidays with my family was totally spoiled by your poor service and wrong staff’s guideline/communication.
2) Free seats available but refuse to use it and push us to buy three revenue tickets: Originally we got three standby tickets from Detroit to LGA or EWR. But we checked with your gate staffs many times to see if the seat is available. Always “no”. Ok, last minute before gate close. I checked with the gentleman whether we can use standby tickets instead of bought tickets. Stll “NO”. But when we get on the board, the situation is embrassed- at least 3-5 seats free after all standby passangers on board!!! This is totally I can not accept because of this I spent almost USD1900!!! It seems Delta airline was CHEATing us & ROBbing the money from us!!!
3) Delayed Baggage: Our baggage was wrongly transferred to LGA. The silly problem is we checked the status with your groud staffs when we landed at EWR airport. The lady told us they did not know the the location yet and finally she registered the claim (file number: EWRDL52931). The most of importance is she circled the amount we can spent for EACH PASSENAGES per day and asked us to wait for baggage that should be delivered to my hotel at free charge after we presented all boarding pass and baggage tags. Ok, then, we followed her instruction to wait and endure the clod weather in NY. Pls note the hotel cost me about USD380 per days! We checked the status everyday. your web tracking message always shows the baggage pending for delivery. After two days later, the situation is; your luggage is still located in EWR airport and waiting for delivery. Then, we cost many phone for IDD calls and take taxi to go between EWR and LGA. Luckily we found our baggages by ourselves under my friends’ assitance. I really do not know how to trust your staffs’ creditbilities and your system accuracy. I lost time & money due to this.
4) On Oct 6 10:27am I went into your claim office in JFK as I was leaving there for China. Your staff named Ms. Vivian G attitude is very rude. She was not willing to our explaination one word at least. We just checked with her the claim. She was shouting from the begginng to the ends. “no, no, no…” I said “madam, can you hold on and listen my explaination the whole story and experience.” Still “NO!” and she threated us too. I think whatever EWR or else deliver the wrong message to us who should pay the loss due to this. And the person should be take full responsibility for what she told and did because she represent her words and actions for Delta airline NOT for herself.
I believe none of you have same travel expience for your holidays. All the holidays is full of scaring, waiting, cheating, threating. I spent almost USD6000 for this tired trip. On hands I have full evidences to show the “funny”story we experienced. I demand all the lost you have to be compensated. Appeciated I have fast response and actions t settle this case!!!
My mobile nbr: +86 1390 190 1235
You can reach me anytime /anywhere if you want!

Dear Sir,
My name is Benjamin Chase Drumm, I’m a Lance Corporal in the United States Marine Corps. I recently purchased an airline ticket from your airline in hopes that i would see my family for the holidays. To my dismay, at the last second my plans were changed pertaining to my duty and I will not be able to use the ticket at this time. However, I am hoping that you can be of service and assist me in transferring my ticket to a later date, so that i may see my family and fiance. I would greatly appreciate any help that you can offer.

Sincerely,
LCpl Benjamin C. Drumm

Date of Flight: Septemeber 18, 2010
Departure Airport: RDU
Arrival Airport: ATL
Flight #: 1517
Baggage Information File Reference #: ATLDL62965

To Whom This May Concern: (IF ANYONE)

While traveling on Delta in regards to the above referenced information, my luggage was stolen and later found by the Atlanta Airport Police in a restroom at the airport. I had many valuable items in this piece of luggage, which was NOT to be checked, but was (RUDELY AND SUSPICIOUSLY) taken from me by the stewardess on my flight. Reason for this not known, the luggage met all guidelines set forth by Delta in relationship to size, measurement and weight.

I filed a report immediately at the Baggage Information office in the ATL Airport, as well as a criminal report with the ATL Airport PD. Upon my arrival home I filled out the Property Loss Claim form I was given by your personnel, and mailed it along with all supporting documentation, as instructed, but to NO AVAIL!
This was sent to your offices almost 3 months ago and I have yet to receive any acknowledgement, let alone a refund of my (substantial) loss. This loss of property/cash was caused by Delta’s personnel, and the inability for Delta to keep my property secured and I DEMAND A FULL reimbursement, as previously requested.

If there is a problem or if further information is necessary please contact me immediately. To not even have my loss acknowledged is beyond “bad customer service,” it is rude and incomprehensible.
If this matter is not rectified immediately I will have no further choice but to contact my attorney, as well as the media as to the negligence of DELTA AIRLINES.

Joanne
Raleigh, NC

Follow Up Sent 12/14/2010:

Dear Mr. Anderson:

Below you will find all the pertinent information regarding my dilema with Delta Airlines. It has now been almost 3 months, and no reimbursement for my stolen property, nor any response regarding this problem with Delta. I am, at the very least, EXTREMELY FRUSTRATED!!!

Any assistance you may offer would be deeply appreciated. Please read on to the end, and the story will become clear, I hope.

UNACCOMPANIED MINOR LEFT UNATTENDED IN THE ATLANTA CONCOURSE C FOUND IN FOOD COURT

Mr. Toby Broberg, Ms. Heidi Gould, Ms. Allison Ausband, and Mr. Richard Anderson,

I am kindly writing to you all seeking a better solution than a $100 Delta Voucher being offered. I am not satisfied with this solution and I was told by your representative nothing else can be done.

Situation:

I paid $100 for my 11 year old daughter to fly unaccompanied each way from Panama City Beach, FL to San Diego, CA. While returning home to Panama City Beach, there was a lay over in Atlanta between 130 pm to 430pm. My daughter was left in the Dusty’s Den in concourse C with no adult/Delta supervision. She was not provided any food during this time along with the other kids there. A 13 year old boy, who was the oldest, took it upon himself to be the leader of the group and take the children to the food court to get something to eat. While at the food court, my daughter was left behind and alone for 45 minutes.

There are unlimited possibilities and assumptions that could be made what could have happen. The reality is, if an adult or Delta representative would have been there watching these children with food provided, there would have not been a need for a 13 year old boy taking other children out of this designated area.

I contacted Delta Customer Care and waited 45 minutes to speak with one of your representatives. I explained this situation and I expressed I wanted a refund (for not getting the care for my daughter) and I wanted a written follow up with a corrective action by Delta to ensure this does not occur again. I was told by your representative that I could not be refunded and would have to take the $100 Delta voucher. He said what I paid for was more or less for my daughter to get from point A to B, which is not true because that is what her airline ticket was for. As to my request for a written follow up with a corrective action by Delta, I was told that the $100 Delta voucher was the only form Delta would render in showing that your company accepted responsibility (as opposed to a $25 Delta Voucher in his words) and that there is a confidentiality between Delta and the subcontracted company. Several times during our conversation, your customer care representative made reference as to your company “dropping the ball”. As a parent, I cannot express enough my dissatisfaction in how this situation is being resolved and it is greater than just dropping the ball.

I paid the fee for my daughter to travel safely under the unaccompanied minor program. Your policy “It is our goal to provide safe, reliable and comfortable travel for children traveling alone. The Unaccompanied Minor Program offers your child added safety and provides a reliable and comfortable process.” The $100 voucher and refusal to provide me with a follow up does nothing to put me at ease.

I am seeking a quality assurance follow up in this matter so other parents and unaccompanied minors do not endure what my daughter experienced. I am also seeking a refund in the full amount of what I paid and will refuse the voucher. I am available at 951-553-4448 and at augustin.munoz2@gmail.com. My daughter’s passenger ticket number is 0062337126553 and my Skymiles information is 9053906310. I apologize if I caught your attention like this, however, I properly used the provided channels to make a complaint.

Respectfully,

Augustin D. Munoz

I flew to new york from Madrid/Amsterdam on 28 december and my baggage was lost by your company. That kind of things happen.
What is unacceptable is that, i had to expend my whole vacations in new york ( 8 days) without clothes for such special days, and without medicines and personal items.
No information was given by your company about my baggage until 30th and it was a lie. Your company said at that time that my baggage has been located and it was about to be delivered within the next 24 hours in my hotel. But again, nothing was delivered anywhere.

So i had to be naked and abandoned againg for the rest of my vacations, not having the posibility to go to the places i was in new york for, because i had not proper clothes to do it.

I called 24/7 to every number i found but nobody picks up the phone once in the whole week. When i got tired of this abuse, i expend one of my 8 days hollidays going to new jersey( expending more money and time) to speak personally with any member of your staff. The response was rude and flat. NO IDEA, GET BACK TO YOUR COUNTRY AND DISCLAIM THERE IF YOU WANT. THAT’S IT.

Today, 6th january, i have no idea about where my baggage is yet, and nobody told me about how recuperate it, what about my compesation, or whatever.

If i dont receive further info or contact by your company within the next 24 hours i’ll demand on your company for the whole value of my baggage and obviously requiring a full compensation because of how this company treat us, and bacause i had expend thousands of euros to go to new yourk to do nothing at all thanks to this company where nobody show his face, nobody picks up the phone, nobody gives you an e-mail adress ( i was in two offices and nobody knew it) and nobody gives you a solution/compensation to solve the problem that the company created.

Unacceptable behavior. Incredible way to treat your customers.

Esther fernandez Santana.
662691162

Attention: Richard H. Anderson CEO Delta, Pierre-Henri Gourgeon CEO Air France

Subject: Terrible customer experience, all-round service failure, Lost and damaged luggage during trip to US-India-US in Dec 2010-Jan 2011.

This is the most terrible airlines. Does not have any experience in checking travel documentation causing huge money and inconvenience to customers. Also, lost, delayed and damaged baggage throughout the trip.

I wrote the following to Delta complaining about the Extremely Rude Delta Employee who was working at the A12 gate desk in Atlanta on 11 Dec 2010 around 17:00 hours for the flight ATL to BWI- After traveling from Stuttgart Germany to ATL, I needed to catch my connection flight to BWI. The gate information changed last minute during my layover and I had to rush from one end of the Concorde A to the other end.
When I arrived to the new gate, there were several flights information posted regarding to the several different flights. Since it was close to the boarding time, I approached to the desk and to the man who was working for Delta to ask if I was at the right gate. He impatiently and rudely barked at me that I was at the right gate. While I proceeded to put my boarding pass in my bag, he loudly ordered me to sit down.
Finally, he started accepting passengers to board the plane. He was calling on zone one and two and I looked at my boarding pass which I was given in Stuttgart to locate my zone information. It was blank due to a misprint. So, I proceeded to the gate, to board the plane. He stopped me and based on my seat number, he yelled at me and told me that I was zone four in front of all the other passengers like I was too stupid to know or read. He also ordered me to go back and wait for my turn.
At this point, the board was announcing for zone three passengers. A black elderly lady who had a zone three pass approached to the gate. He yelled at her and told her it was not her turn yet. Within three seconds a white lady approached to him with a zone three pass, and he let her go through. I waited to be the last person to board the plane. Then I approached to him and asked him if it was OK for me to board the plane now, would he permit me to do so. He angrily tore my boarding pass and threw it at me instead of handing it to me as a whole.
I am a 48 year old woman who works as a Senior Systems Engineer with a Master’s Degree. I have travelled around the world (26 countries, 100′s of cities) with all kinds of different airlines and I have never been treated so poorly in my entire life. Where does Delta find these scumbags as employees? This was my second Delta experience after the crash landing experience I had about 15 years ago. It took me 15 years to get the courage to book a flight with Delta again.
I resent the fact that Delta employees find the courage to ridicule respectable passengers, ridicule me three times within the 20 minutes I was in contact. In addition, the flight was about 15% full. There were about 15 passengers left to board the plane. He absolutely had no reason to mistreat some of the passengers as he did. Unfortunately, I was not able to read this man’s name plate which was deliberately tarnished. The flight attendants did not know his name either.
I asked Delta to figure out who this white man in his late 20′s or perhaps early 30′s with short hair based on the information I provided to them. I wanted his name and I wanted to know what kind of disciplinary action Delta will be taking. Neither Delta nor any other airlines does not need an employee like this person who lacks the professionalism required for their customer service and rudely barking orders at their passengers who pay for their salaries.
And this was not all. In my flight from Stuttgart to Atlanta, one of the passengers opened up the overhead compartment and dropped a 20 pound bag on my head and shoulder. When I told the flight attendants, one showed up with a thorn scrap paper to write down the notes about the incident. The guy denied the whole thing and they let it be. I suffered the symptoms of a minor concussion the following 48 hours. My neck and shoulder still hurts after a whole month. I could not believe how unprofessional the Delta flight attendants were!
It has been three weeks since I wrote to Delta and surprise surprise no response! I guess I should not expect any acknowledgement from Delta after reading all the other numerous complaints at this web site! I will never fly Delta again even if it was the only airline left on the planet.

A mission group led by the high schoolers at our church felt a calling to help those in Africa. Our mission: To help those affected by HIV/AIDS in Sub- Saharan Africa. We set our goal to collect one penny for every one person infected with HIV/ AIDS. This totals a staggering 23 million pennies or $230,000. With a lot of hard work and a very generous community we were able to reach this goal and now have taken six successful mission trips to Ghana. I had the great privilege to go back and lead a mission trip to Ghana for a second time on Christmas day of last year, December 25th, 2010. Our mission trip of 13 people left Christmas Night. Through our hard work and preparation we were able to raise money to collect wound care supplies. People from the Detroit Metropolitan area were so happy to give wound care supplies that we found ourselves with more supplies than we had room for. Before all of the wound care supplies had been donated we had already purchased four medical kits that we ordered through a company that’s contents had already been FDA approved. As we left our families on Christmas night we felt a surge of pride and excitement for what we were about to experience. As we went to check in all of our suitcases the lady informed us that even though we were a mission team we would have to pay $200 per extra bag. Since we had two extra suitcases we had to pay $400. A member of our team is a Gold Delta member and his father is a Diamond Delta member. We asked if they could make an exception because our extra luggage was going to be used for mission work. They said that they could not help us. It was a strange feeling because in all of our five mission trips the amount of luggage had never been an issue. In previous trips it had been clear to us that the staff at the old Northwest airline was so impressed by the work our team was doing and how much they appreciated our business. Before the merge between Delta and Northwest, a flight attendant, after hearing about our project, even opened her pockets and gave us whatever change she had. She even explained to the rest of the passengers on the flight what we were doing which resulted in even more donations. It was a great disappointment to the team to know that $400 of our hard earned money was going to be spent on two barely 50 pound boxes of medical supplies. Since getting back to the States the $400 has come out of our money to help an orphanage in Ghana. Just to give you an idea $400 is a lot of money in Ghana. This $400 could help us pay for an orphan’s primary education, clothes, or food for an orphanage. Needless to say that since we have been back we have told people about this incident and many regular Delta customers have been saddened to hear this. I believe that this is a very important message to tell travelers who are choosing an airline. Please remember this story and think twice before choosing Delta as the airline you support for your travel.

I googled reliability of Delta airlines and this website popped up, as I started to read the emails I was truly shocked by the horror stories these customers had to endure. Delta is behaving like large
insurance companies, once they get your money they deny, deny, deny when it comes time to take responsibility for their service or the lack there of. Since reading these complaints, I have decided to book with another carrier and take my business elsewhere.
By the way, the tone and attitudes of their employees only reflect that they are obviously not happy with Delta as an employer, if your happy doing your job it will show, apparently these employees are probably treated the same from the higher ups in the company as well. Nice pyramid system they have going there, one person dumping on the next one down till now
the crap is oozing all over the customers, a definite plan for failure, since shouldn’t the valued ( ha, ha what a joke) customer
and their needs be placed first?
By the way, take a look at how they treat families with young kids and babies, their indifferent.

I had my return Trip from Brussels to Mumbai via Amsterdam on 19th March. On My E-ticket The Flight Number was KL 1720 from Brussels and KL 6070 from Amsterdam. Since both my flights (including connecting Flight) were KL, i purchase few items from the Duty free Shops in Brussels keeping in mind the below mentioned baggage rules on your site.

https://www.klm.com/travel/nl_en/prepare_for_travel/baggage/hand_baggage/index.htm

• At European airports: you can purchase liquids such as liquor and perfume after passing through ticket and passport control, or on flights operated by European airlines. Liquids will be packed and sealed for you. The seal is valid for one day. If you transfer to your next flight, you may not break the seal until you have reached your final destination.
• At other airports: liquid tax-free goods purchased at an airport outside the European Union will be confiscated at Amsterdam Schiphol Airport even if they are still sealed.

For my surprise, when i reached Amsterdam i got my boarding pass saying the Flight to be Delta Airlines Flight DL 0070. And during my check in, the Duty free items was confiscated as it was brought from Brussels and not from Amsterdam. I did try to explain the officer the above rules mentioned on the website, but i was told that Since you are Flying in a KLM tied up airlines (Delta) which is US airlines, you are not allowed any European Union countries duty free products other than Amsterdam. And the officer suggested me that only thing i can do is write emails to KLM and provide the receipt number and you can get the refund.It was a real shock as the Bag was completely sealed with the receipt along side.

Please let me know, how will the above amount be re-reimbursed?

Also can you please act on the rules with such tied up airlines to have some flexibility on EU duty free goods and not just the duty free from the Transit Airport. Also If the in transit Flight is of other airlines, please do not Give the incorrect Flight number on the E-Ticket number.

Your so stupid. Use good grammar, capitalization, and punctuation and they might look at this. Your use of time-words(such as “untill 30th”) is awful. It should be “untill the 30th.” All of you errigant people need to realize this is a huge company and they are making more money than any of you low-life assholes who are saying bad things. This is an awesome company and all the above^^ happens with all airlines.

@Achmet: Since you’ve taken it upon yourself to play grammar police:

In the first sentence, “Your” should be “You’re” (as in “You are”). Also, “untill” should be “until” and “errigant” (which does not mean anything in the English language as far as I know) should probably be “arrogant.”

Before criticizing someone else’s writing, perhaps you might want to take a closer look at your own.

If you are going to talk about peoples english learn how to spell idiot. Arrogant is spelled as is not with an E stupid

To the Board of Delta Airlines,
How could you? 

I am a proud mother of 3 young men that are serving in our military.  One in the Navy, Air Force and Army.  I currently have one of them stationed in Iraq.  He will be going back over there to Afghanistan 18 months after he returns.  What a travesty it is that your company would charge our military anything for returning home after protecting OUR COUNTRY.  What kind of policy is that?  Their flight should be free, their meals should be free, their drinks should be free…their bags should be FREE.  What they do to protect us keeps To the Board of Delta Airlines, How could you?  I am a proud mother of 3 young men that are serving in our military.  One in the Navy, Air Force and Army.  I currently have one of them stationed in Iraq.  He will be going back over there to Afghanistan 18 months after he returns.  What a travesty it is that your company would charge our military men and woman anything for returning home after protecting OUR COUNTRY.  What kind of policy is that?  Their flight should be free, their meals should be free, their drinks should be free…their bags should be FREE.  What they do to protect us keeps YOU FREE.  Think about it.  I will never again fly Delta Airlines until you right the wrong to the service men that you have charged for an extra bag and changed your policy.  I have contacted my local news stations, FOX NEWS, and my large network of facebook contacts.  Tammy De Lemos
To the Board of Delta Airlines, How could you?  I am a proud mother of 3 young men that are serving in our military.  One in the Navy, Air Force and Army.  I currently have one of them stationed in Iraq.  He will be going back over there to Afghanistan 18 months after he returns.  What a travesty it is that your company would charge our military men and woman anything for returning home after protecting OUR COUNTRY.  What kind of policy is that?  Their flight should be free, their meals should be free, their drinks should be free…their bags should be FREE.  What they do to protect us keeps YOU FREE.  Think about it.  I will never again fly Delta Airlines until you right the wrong to the service men that you have charged for an extra bag and changed your policy.  I have contacted my local news stations, FOX NEWS, and my large network of facebook contacts.  Tammy De Lemos

To whom it may concern,This is a complaint of the most serious nature which i intend to disclose the many shortcomings that Delta had in handling themselves and my travel plans. I purchased a round trip flight from SFO to Burlington, VT for this last weekend (the 10th-13th) in order to attend the wedding of my best friends Jessica Plagge and Seiji Ohashi in Vergennes, VT. I arrived to SFO and made my way to the gate with about an hour and a half until my 11 pm departure time. It became apparent after some time that the flight was not going to be departing as promptly as it should, and an announcement was made that it was a slight delay due to the incoming aircraft being late for arrival. At about the same time my phone vibrated indicating an incoming email, which when i checked, notified me that the next leg of my flight, from Detroit to Burlington, VT at 7:20 the next morning was being canceled. This bothered me a great deal (obviously), and I immediately went to the counter to speak with the agent about the next leg of my flight. The gentleman, a black man (not that this is any detail, but he was the only male i believe at the desk) looked into the ticket for me and explained that the flight had been canceled due to weather from its originating area, and unfortunately the flights were pretty booked up for the following day, with only two real options. He went on to explain that it was a fair chance that I could get on a 2:35pm flight and it was certain that at the very latest I would make a 5 pm flight and get in at 7. I explained that this would mean missing a rehearsal dinner, plus make it difficult to secure transportation to the venue (which was about an hour from Burlington), but he explained that this was the only option. I asked if it made sense for me to still take the red eye to Detroit, the one i was about to board, or should i fly through another destination, wait until tomorrow to leave, or any other combination? I was told to go ahead and make the flight to Detroit, on the off chance that the plans change again for the better. So off to Detroit i went. I arrived in Detroit at 6:55 or so in the morning the following day, after having slept off and on a couple of hours. We disembarked, and on my way to find a cup of coffee, I saw on the screens that there was also a 10:16 am flight to Burlington. While i figured it was a long shot, i thought I’d call delta and see if there was a chance to get on that flight, or standby, or something. So @ 7:27 i called the reservation line and spoke to someone about the possibility, explaining that I was due to fly in the afternoon, on either the 2:35 or 5, but since it was for a wedding, the earlier the better. The gentleman i spoke to sounded a bit fidgety before clearing his throat and telling me that in fact, I had been booked for a flight to Burlington for the following day, Saturday, arriving at 5 or 7. Of course, this was a surprise to me, which i explained, and then went on to explain that was not what i had been told in SF, and that it was in fact not going to work. If i arrived by 5 or 7 the following day, i was going to miss the wedding. My best friend Seiji, and my former roommate and dear friend Jess’ wedding. Weddings only occur one time, certainly there could be a solution. I was put on hold numerous times. He made the suggestion of flying into a different airport (not a terrible suggestion), but when I pointed out that I would need to have the rental car either covered, and later said, at least have Delta help out with that bill, he unapologetically refused. His suggestion? Talk to ‘the airport’ upon arrival (wherever it is) and ‘see what they can do for you’. I can only assume he thought I was born yesterday. Other flight carriers were supposedly sought to help, with each time my call person returning to the conversation empty handed so to speak. He suggested my looking into a one way flight from ‘Jetblue or something like that’, once again letting me know that it would be my dime that would have to cover said ticket. When I explained that I had already spent a great deal of money on this plane ticket, and that it was impossible for me to cover the cost of a rental car or additional ticket on my teachers salary, he responded with “I’m afraid that there is nothing we can do”. I have never, ever heard a thing like this come out of someones mouth in customer service when dealing with a situation as serious as this. This gentleman was explaining to me that I was not going to be able to make the wedding. I explained that i was open to ideas, that we would have to think outside of the box, but that this was unacceptable. I was not going to miss this wedding. I asked to speak with his manager and he patched me through to Kin. I had now been on the phone for roughly an hour and a half. Kin explained that she would put me on the standby list for both the 10:16 as well as the 2:35 flight. She explained with some confidence that she was pretty sure I’d be able to get on one of the two flights. Apparently the previous person hadn’t been able to do this at all. I breathed a nervous sigh of relief. I was hesitant to feel anything too positive, but I was riding off of her confidence. I hung up the phone and headed to the gate to check in with the agent. Fifteen minutes later I was face to face with the agent, with a new friend, David, who had overheard my phone conversation and offered to help. David was a businessman who worked with Visa from Cincinnati and offered his help and support, being a steady flyer with 75 flights under his belt thus far this year. We explained my troubles to the gate agent and held our breath. The woman looked at me and shook her head. She explained that the already full flight had been overbooked by 3 people and I was number 12 on the standby list. She told me, rather crossly, that it was nearly impossible that I would be getting on this flight, no matter how sad my story. Great. Back to square one. David and I rushed to the closest Sky club, on the C concourse, where he was a member and said that there were helpful people staffed there whom might be more effective. There we spoke to Jack. Jack got on it at once, and quickly learned everything that we had already known. Getting into Burlington seemed to not be an option. Flying into another location and renting a car was not an option, as Delta had made it very clear in my conversation with Kin and previous staffer, that they would not help me at all with a rental car. Of course, to rent a car from one location and drop it off in another adds usually a surcharge of up to a couple hundred dollars. This is on top of renting, tax, and insurance. And it seemed to be a lost cause either way, as getting into a closer airport was seemingly impossible according to Jack. The closest, Manchester, NH was as booked as Burlington, the 2nd closest, Montreal, required a passport (which i hadn’t brought), and Boston was nearly 3 and a half hours away, with me arriving there at 12ish midnight (and there was the whole rental car thing)….things were looking bad. I was getting no cooperation from Delta, was stuck in Detroit for reasons unknown, with no food eaten in more than 12 hours, maybe 2-3 hours of sleep, dirty, etc. I was getting to the end of my rope. Jack put me, yet again, on standby for the 2:35, explaining that i was only number 3 and that with any luck, a late flight or two, or some bad weather somewhere, and I could get there. David seemed optimistic, Jack seemed optimistic, i was cautious. David, suggested Jack protect me on a flight back to SF that night “worst case scenario”. Holy cow. Was that possible? I went to find food (on my own dime) and wait for the 2:35. Of course, with nothing but time on my hands, I was at the gate the earliest I could be. I had called the bride and groom, and as optimistically explained my situation.”I hope I’ll see you tonight!”, i explained through gritted teeth. They were not happy. I was not happy. Great start to their wedding. I waited for the previous flight to take off, and as soon as a Delta staff person was at the counter, approached them with my standby ticket in hand, ready to explain my situation (for the 5th time? maybe more). She cut me off before I could even get started. “I get off at 2:15, so I won’t be here for the Burlington flight, just the incoming flight. Why don’t you wait for someone else. They should be here soon”. I looked at my watch. It was 1:15. Was she really not interested in helping me since she was getting off in an hour? I stood to the side, and watched as customer after customer approached her with questions, only to hear the same response. Apparently, getting off in an hour meant that she was not interested in helping anybody. Unfortunately, as we would all soon find out, they would not staff the desk with another person until a half hour before the flight was suppose to take off at 2:35. By that time, there was a good crowd of folks, many of them in a ‘stuck in detroit’ scenario. I was recognizing a lot of the same faces. Apparently, a lot of people had been getting the run around. When the gentleman finally showed up to staff the desk along with my good friend 2:15, he had plenty of work to do. When I approached and explained my situation, highlighting that I just needed to do whatever i could to get to a wedding, he didn’t hesitate. There would be no way of me getting to Burlington that day as I was number 7 on standby and there was yet again, an oversold flight. In other words, I would have to put myself up in a hotel in Detroit for a night, pay for my food, and be at that airport all day possibly the next day just to fly into Burlington anywhere from 3-5 hours after the wedding. I was going to miss the wedding. I had spent all day in Detroit. And now I was going to have to go home. It was a misery unlike any i had felt. I now had to call the bride, the groom, the hotel, my friends, and let them all know, I would not be at the wedding. It was devastating. I returned to Jack, who must’ve read the misery on my face. I teared up as I relayed my news. He booked me on a flight for SFO in a couple hours, and told me to take a load off in the lounge. Jack was the only staff person at Delta that seemed to understand my situation, my sadness. He explained that he would document some remarks about my situation and explained that on a personal level, he felt terrible for how Delta was handling this. I bought a sandwich from a ready made cart (once again, on my own dime), sat down to eat, and cried. I was exhausted, hungry, dirty, pushed around, and was missing arguably the most important event in Jess and Seiji’s life. I was devastated. The icing on the cake?Upon returning to SFO, I waited for my bag that had been checked plane side when i left SFO due to a lack of room in overheads. I waited, and waited, and waited. My bag did not come. Of course. My bag was now in Burlington. When I took my baggage slip to the counter, the woman explained to me that it was, in fact, en route to SF and would be there by 11 pm. Unfortunately, they did not deliver to residences past 10, so I would get it the following morning, Saturday. Only hotels got 24 hour delivery. Why? I’ll never know. As I write this, on Sunday afternoon, I still have not received my bag. When I last called, I was told it would be here by tomorrow morning. Monday morning. Of course. This was naturally how things were to occur. Now, I have flown my entire life, usually on a monthly basis. I have been booted off overbooked flights, delayed, missed connections, had overnight stays in a strange city, but never, in my 29 years on this earth, did I ever think I’d hear someone working for a flight carrier that I am paying to use tell me “There is nothing we can do for you”. Least not when the direct results are me missing my friends wedding. I am appalled with how I was treated by most of the representatives from you’re airline (with the exception of Jack, and while she was misguided, Kin was kind as well). There was absolutely no reason for me to board that flight to Detroit, and the fact that I very pointedly asked about that very move and was told to do just that, is for lack of a better word, shocking. The fact that my stamina to find a solution to this scenario outlasted that of Delta, is shocking to me. I place a great deal of importance on customer service. I myself have worked as a customer service representative and know that people have the option of doing business with you. Delta is not the only airline out there. A big one, yes, but if this is how you plan on treating your customers I can assure you, you will see a decline in your business (i imagine it is already being seen). I paid what I consider a great deal of money for this ticket, roughly $515. For a school teacher, this is no small change. I took time off from work. I arranged for a hotel, to see friends, to relax in the countryside of northern Vermont. Instead, I took a red-eye to Detroit, spent 9 hours there in a constant state of panic and anxiety, and then flew home, deflated and saddened by every turn the day took. I may be just one man, just one voice, but I am fully aware of the power of the pen, and the power of word of mouth. I would like to see you fix this situation. I would like to feel as though, when we are done, that you recognize the seriousness of your mistakes, that you went above and beyond the call of duty to rectify this situation, and that you genuinely feel sorrow for how you handled my situation. This was a wedding that I will never get to look back on with fond memories. And I would also like to point out, that there are 200 other people that are anxiously awaiting to find out how you will fix this situation as well, as every guest from the wedding is well aware of the debacle that I encountered in trying to attend this celebration. I would like to thank you ahead of time for your timely response to this letter. Sincerely, Nathan Rhodes

I had the horrible experience with Delta too. They were very bad!

On Thursday,June  30 2011, my wife of 50 years and I were in our drivers car about to leave for the MSP airport when my Blackberry informed me of the flight cancellation. I immediately went back to the computer after releasing the driver and tried to cancel our first nights reservation in Vancouver Fairmount Waterfront Hotel . After holding the phone for over an hour the phone went dead. This was the start of spending Thursday afternoon on the computer and numerous phone conversations with non-English speaking representatives of all three companies with the outcome of not being able to cancel the June 30th reservation at the hotel in Vancouver. Well,we got to Vancouver on Friday July 1st which was the day we were to spend with our cousins family from Bellingham Washington which also was cancelled. Returning home yesterday and opening my Email, I discovered Delta had Awarded 5,000 miles to my account and Hotels.com wants me to fill out a survey telling how my experience was. Gentlemen or ladies, whoever answers this, the 5,000 miles, whatever it’s worth in dollars would not cover the bar bill I incurred trying to forget the start of our 50th wedding anniversary cruise with our children and grand children. The least  I require is that the nights lodging be reimbursed.( Hotels.com has to at least print the actual credit card charge on the receipt) as it is no where to be seen. I realize that we were better off with a cancelled flight rather than a plane with mechanical difficulties but somebody has to make this right with us. Regrettably, Ron and Sharon Schrafel 
Ronald L. Schrafel
Ron’s Upholstery
820 Hickory Ln
Mantorville, MN 55955

FEDERAL MINISTRY OF FINANCE        FOREIGN DEBT MANAGEMENT DEPARTMENT.           From the Desk of: SMITH JOHN             Attention:Beneficiary,  :    
        RE: US$750,000.00 ATM CARD PAYMENT APPROVED IN YOUR FAVOR.         This is to notify you that after the Federal Executive Council meeting held on AUGUST  4th 2011, We the board of Central Bank of Nigeria (Foreign Debt Management Department)in conjunction with Federal Ministry of Finance have approved payment of US$750,000.00 Compensation in your favor through ATM Debit (automated teller machine) card which allows daily withdrawal limit of US$5,000.00. This means you can ONLY withdraw US$5,000 per day at any cash point in the world.
        You are therefore required to reconfirm the following detail to enable us furnish you with the ATM Card:
        1. Your full Name.        2. Your full mailing address.        3. Your contact telephone and fax for easy communication. -        4. Your age and occupation status. -        As soon as we receive your response, further details on the delivery of your ATM card will be communicated to you.        I await your response via email address: bankpls@yahoo.com        Congratulations!!!
              Dr. DrSMITH JOHN  ( M D )

Don’t be fooled…it sucks.

Dear CEO of Delta Airlines,  I have over a 50 year history of flying on Delta Airlines from the Sixties. Having lived on the East Coast all my life it was convenient and efficient to fly the NYC, DC and Atlanta corridor with Delta. After my last mileage trip on Delta To Barcelona, Spain, I shall never again run to make connections at Atlanta. In BCN my plane sat on the runway for 1/1/2 hours before boarding and I wasn’t informed that there was a Partner Club in the airport. I had to have Security clearance to Board early with families. As a Platinum Skymiles card holder, I was charged $283 for a 3rd suitcase, of which Amex Platinum Card covered $200. But nothing is free with mileage these days. Economy comfort for an extra $200 is a joke, since there is a control box at your feet. The best and cheapest suggestion I can make is small bottle of water in each seat instead of all the paper catalogs to buy merchandise in front of you. While I was choking, the steward said he had other things to do. The aisle cart took precedence. My history with Delta is even more personal. Capt. “Pre” Ball’s son and I were physicians and friends in the USAF together in the Seventies. On 3 occasions I was called in a Delta inflight emergency, “IS THERE A PHYSICIAN ON BOARD?”  The first 2 were relatively easy requiring oxygen and an aerosol inhalator for which I was given a bottle of left over California Champagne on departing. The 3rd was a passenger who had a full CVA stroke and fell into the aisle. The pilot landed in Denver for EMT and I was sent a fruit basket from Delta. Nice but cheap on Delta’s part on all 3 occasions. In January 2012 I shall relinquish my Delta Skymiles card and never collect Delta miles again. Since you must pay for every privilege you receive from Delta, mileage is anything but free. You can even buy miles now. I ask you to rethink how you will deliver better service before I shall fly Delta again. There is better out there. I prefer Jet Blue. Hope they will survive for as long as you have. Sincerely, Sidney W. Ecker, M.D.

Ask Airlines to Stop Shipping Monkeys to Be Tortured bit.ly/sKr7ur via @PETA

Delta’s best rate Guarantee is like a Used car Salesman’s $99.00 car sale guarantee.
I bought a ticket from Delta.com tonight to travel from Jacksonville to
Delhi. I found a better fare for the same flights at Expedia.com and
filled “Best Fare Guarantee Claim Form”.  The following is the response from Delta bast fare team.
Dear Mr. Padhi,
“>
> RE: Case Number 5203677
>
> Thank you for your e-mail to Delta Air Lines regarding Best Fare
> Guarantee claim.
>
> The Delta.com Best Fare Guarantee is only valid on Delta and Delta
> Connection flights. Our records indicate that you are booked our
> codeshare partner. We are unable to guarantee fares of other carriers.
>
> For more information please see http://www.delta.com/bestfare
>
> Mr. Padhi, thank you again for giving us an opportunity to respond to
> your concern. We very much appreciate your Medallion loyalty to Delta
> and look forward to the privilege of serving you again soon.
>
> Sincerely,
>
> Grace Young
> Delta Best Fare Guarantee Team”

Following is the best Fare Guarantee statement from Delta:

“Best Fare Guarantee

Best Fare Guarantee is valid for electronic tickets purchased in
U.S. dollars by a credit card with a United States billing address at
delta.com for travel originating in the United States, U.S. Virgin
Islands, Puerto Rico, and Canada.

If you find a lower fare on another website for the exact same
Delta itinerary after purchasing a ticket on delta.com, then we’d like
to make it right. This guarantee applies to any bookings that begin on
delta.com, or via our Ticket CounterTM application or mobile web site.

We will refund the difference in fare and give you a $100 travel voucher for use toward future travel with Delta.

To qualify, the lower fare must be for the exact same
Delta flights, dates, number of passengers, cabin, and booking/fare
class as the original itinerary purchased that same day on delta.com.
The lower fare must not be offered on delta.com and the fare difference
must not be less than $10.

For a claim to be valid it must be submitted on the same day as the delta.com ticket purchase and it must satisfy all Terms & Conditions.

OR

We will refund your ticket purchase – no questions asked.

You can cancel and refund your itinerary within 24 hours of
purchase directly at delta.com. The ticket price which was charged to
your credit/debit card will be refunded in full, and you will receive a
confirmation receipt for the refund. See Terms & Conditions.

NOTE: Best Fare Guarantee is valid for
electronic tickets purchased by credit card with a United States billing
address at delta.com for travel originating in the United States, U.S.
Virgin Islands, Puerto Rico, and Canada.

To cancel and refund, please retrieve your itinerary.”

I am amazed at how the words can be twisted and customers are taken for a ride by the airlines.

Ashok Padhi
ashokpadhi @hotmail.com