Markreynolds, I don’t work for Delta but I have to say your complaint is a very good one. I suggest you file with the Department of Transportation in the U.S. as well.
http://airconsumer.ost.dot.gov/problems.htm
Some aspects of air travel leave the airlines in a “hands tied” position. I am not trying to defend everything an airline does but you have admit, weather is something nobody can do anything about. It is hard on everyone, even the employees. It is the passenger’s responsibility to realize that flights can be delayed beyond the airline’s control so why should an airline pay for hotels if it is weather? Personally, if I am going to be a long ways from home, I am prepared for the worst with money and food in my carry on. It is not the airline’s responsibility to feed me and shelter in an emergency.
You mentioned, “Hundreds of people were waiting in the queue, with again no Representatives other than those at the desk.” Well where else would they be and where do you think they will be working? The airlines can’t afford to have extra staff sitting around at every airport everyday being paid to just wait for delays. Most flights do run on time.
Their have been times when I do announce to call the 800 number to get in contact with an agent while standing in line. Do you know what happens when I say that?
1.At least half of the crowd doesn’t listen.
2.Another quarter of the crowd then starts yelling at the agents at one time asking different things.
3.Most of the experienced already know to call anyways. The inexperienced still end up waiting in line and changing their plans that were made with the agent on the phone by the time they get to me. And that ends up taking more of our time because I have to go back and fix what the other agent did.
I do agree though that timely announcements need to be made to update passengers. But if the flight is cancelled, what else can be said?
When it comes to the children, their should have been a remark in the record that certain passengers are children. I am not sure why the agents were not aware of that. You might want to mention that. To an inexperienced agent, the remark is not obvious and I am not sure if Delta actually trains their agents or not. I know I wasn’t and that makes it hard trying to learn the hard way. Also, if others in your party are on another ticket, then the agents have no way of knowing that all of you are all together. They are just trying to get you to your destination as soon as possible. I think the cost of transport from Laguardia (LGA) to JFK is less than another night in Atlanta.
I think something needs to be done about overselling flights by 17 people during a time like this. I think it is ridiculous that airlines would even do that! It is not the agents fault but the people at the top who only care about money. I can understand over selling flights since many times people don’t show up unannounced but during times of cancellations, that policy needs to be amendended.
I hope your impression of my country is not too badly tarnished because of a bad travel experience on an airline. Furthermore, I hope you are able to get this situation resolved. Perhaps in the future more regulation will be in effect. Good luck to you.