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  #1  
Old Jul 22, 2011, 2:51 AM
john99619 john99619 is offline
 
Join Date: Jul 2011
Posts: 7
Default Honeymoon Completely Ruined Delta offered us a Gift Basket

Booked a Delta flight from San Diego to Maui, with reserved seats, on Delta.com 7 months in advance. It was supposed to be straight through. Found out last minute our flight was given to an overbooked Alaska flight. Had no seats. the gist of it is:

-2 days of honeymoon ruined

-got bumped from 4 flights total

-Left completely stranded in Honolulu airport with no way to maui

-Had to purchase tickets for $400 through another airline to get to Maui last minute

-Delta Customer service had a 2.5 hour wait time that day

-arrived in Maui 12 later than scheduled

-Delta offered us a Gift Basket as Condolence


Dear Mr. ********


Thank you for your email to our Chief Executive Officer, Richard
Anderson, and Customer Care leaders, Toby Broberg and Heidi Gould,
regarding your disappointing experience while traveling with Delta and
our codeshare partner, Alaska Airlines, for your honeymoon. While I
understand that you received a reply from one of our Customer Care
colleagues previously, Mr. Anderson asked me to respond to you directly.
On behalf of all of us at Delta, I would like to congratulate you on
your marriage and say that I am very sorry to learn of the difficulties
you and your wife encountered with your flights to Maui and that we
failed to meet your expectations.

We wanted you to know that Mr. Anderson very much appreciates the
opportunity to review what our passengers are saying and what they
expect when they travel with us. Our goal is to surpass your
expectations in each and every way. When we fail to do so, we should
work even harder to make it right for you. We also recognize that
quality customer service is essential to the continued success of our
company.

I am truly sorry to learn of the impact on your travel, and thus your
honeymoon plans, that you encountered from the beginning when your
flight from San Diego, operated by our codeshare partner Alaska
Airlines, was overbooked. We regret you also experienced additional
delays when your seats on Hawaiian Airlines to Honolulu and Mokulele Air
to Maui were not confirmed. I can only imagine how frustrating this was
for you after you had carefully planned a beautiful trip to celebrate
the beginning of your marriage. It was disheartening to read of your
wife's disappointment and tears.

While we sincerely regret your travel was unsatisfactory, please
understand that the operating carrier is responsible for overbooking,
reaccomodations for affected passengers, and applicable denied boarding
compensation. From your comments, I understand you received checks from
Alaska Airlines in accordance with the guidelines for denied boarding
compensation. Please understand any further questions or concerns
regarding your denied boarding with any of the partner airlines should
be addressed to the operating carrier directly.

As a gesture of goodwill on the part of Delta, and as a tangible symbol
of our concern for the challenges you faced during your honeymoon
travel, I have issued an Electronic Transportation Credit Voucher (eTCV)
in the amount of $100.00 each for you and your wife, and
sending a small gift basket to your home. Please note the voucher
numbers and associated Terms and Conditions will be arriving in a
separate email. I encourage you to add Delta Air Lines to your receiver
list so the voucher document is not misdirected to your spam folder.
Please keep the voucher number and the Terms and Conditions since the
number is required for redemption. It is also important to remind you
that there is no Direct Ticketing fee for reservations confirmed online
at delta.com.

Mr. *******, thank you again, for writing to our Executive team about
your honeymoon travel. We always want to provide you with responsive
customer service. Acknowledging your and your wife's frustration, we
appreciate the time you took to ensure that your feelings were known.
We hope that you will grant us a future opportunity to regain your
confidence. We will always strive to merit your support.

Sincerely,

Paula Wood
Coordinator, Customer Care
Delta Air Lines


What a horrible company I have reported them to the DOT

Last edited by john99619; Jul 22, 2011 at 2:56 AM.
  #2  
Old Jul 22, 2011, 2:59 AM
john99619 john99619 is offline
 
Join Date: Jul 2011
Posts: 7
Default

This is the gist:

Booked a Delta flight from San Diego to Maui, with reserved seats, on Delta.com 7 months in advance. It was supposed to be straight through. Found out last minute our flight was given to an overbooked Alaska flight. Had no seats. the gist of it is:

-2 days of honeymoon ruined

-got bumped from 4 flights total

-Left completely stranded in Honolulu airport with no way to maui

-Forced to watch my new wife cry to the point of sobbing in Honolulu Airport because Delta customer service was unreachable

-Had to purchase tickets for $400 through another airline to get to Maui last minute

-Delta Customer service had a 2.5 hour wait time that day

-arrived in Maui 12 later than scheduled

-Delta offered us a Gift Basket as Condolence
  #3  
Old Jul 22, 2011, 3:59 AM
Gromit801 Gromit801 is offline
 
Join Date: Aug 2007
Posts: 745
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Ummm. Alaska Air doesn't fly from San Diego to Honolulu yet. Just announced, that starts in November.
  #4  
Old Jul 22, 2011, 4:35 AM
john99619 john99619 is offline
 
Join Date: Jul 2011
Posts: 7
Default

But they do fly San Diego to Maui, read the post fully
  #5  
Old Jul 22, 2011, 4:38 PM
Gromit801 Gromit801 is offline
 
Join Date: Aug 2007
Posts: 745
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Pray tell, what did this mean?

"-Left completely stranded in Honolulu airport with no way to maui"

That reads as you got to Honolulu first. If so, it wasn't on Alaska. Just trying to figure out your complaint, because it seems the story changes.
  #6  
Old Jul 22, 2011, 4:44 PM
john99619 john99619 is offline
 
Join Date: Jul 2011
Posts: 7
Default

Alaska booted us over to Hawaiian on a flight to Honolulu, but didn't give us our tickets in time and had to run through the airport to catch the plane, and then the Alaskan people had not checked us in properly and the Hawaaiin people tried to prevent us from boarding. After some screaming and my wife crying again they finally let us on. Then we were booked on a connector flight with Mokulele airlines to Maui. But they didn't give us enough time to get through the airport and catch the flight with Mokulele. We had to sprint through the airport and we did arrive 45 minutes prior to departure, but our tickets were not secured, Like they told us they were, so we were unable to get on 3 straight flights and the Mokulele people FINALLY admitted we wouldn't get on any flights that day with their airlines.

So that left us stranded in Honolulu.

Last edited by john99619; Jul 22, 2011 at 4:48 PM.
  #7  
Old Jul 22, 2011, 8:22 PM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197
Default

Gromit,
Are you trying to imply the compaint is bogus? They were treated very badly and articulate well how bad their experience was. Their big mistake was starting with Delta.
  #8  
Old Jul 23, 2011, 7:18 PM
Gromit801 Gromit801 is offline
 
Join Date: Aug 2007
Posts: 745
Default

Alaska doesn't code share with Hawaiian Air. Alaska can BOOK you on the Hawaiian flight, but only Hawaiian can check you in.

Jim. How many posts is it taking to get the story straight here. Missing info, inaccurate info.
  #9  
Old Jul 23, 2011, 8:10 PM
john99619 john99619 is offline
 
Join Date: Jul 2011
Posts: 7
Default

I went through it you didn't, do you need me to bring in eye witnesses??? give me break, I'm telling truthfully what happened, I GOT SCREWED OVER BY DELTA, if you can't comprehend that, maybe you should go back to college and take some reading comprehension classes. EVERYONE ELSE GETS IT
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