[ReachALifeToday]

6-10-13
To the Delta Airlines Complaint Department:
On Flight DL268 from JFK to Tel Aviv, we purchased upgrade seats at $49 each. After we were seated, flight attendant, Miriam Kos, came to our seats and told us that Delta had made a mistake, and that a mother with a young baby needed those seats for the bassinet. She asked us to move. We told her that though we didn’t feel obligated to move, we would be willing to move if our $98 was refunded to us. She had her supervisor, Fabian Cando, come to speak with us. Mr. Cando assured us that he would personally refund the charges immediately. Sadly, Mr. Cando did not keep his word to refund the charges. It appears that he never intended to do so, but made false promises simply to manipulate us.
When we returned home, my husband spent about an hour on the phone and was promised a refund for both $ 49 charges. He received only one of the $ 49 refunds. I contacted the complaint department again, and after another lengthy call, was promised again the final $ 49 refund. We are still waiting for that refund.
Fabian Cando needs to be corrected and retrained regarding this matter, so as not to misrepresent and mar the reputation of Delta Airlines. Surely this treatment of customers is not standard operating procedure.
If Delta made a seat assignment mistake, and needed us to be gracious to move, no doubt we should have received our refunds immediately, with appreciation. For us to have had to waste hours of our time contacting Delta is very poor customer service. I would appreciate correspondence that Fabian Cando has been corrected.
Sincerely,

[jimworcs]

This is sadly quite typical of Delta employees. Their employees so consistently lie to get customers away from their desk, it hardly seems an accident. There a hundreds of stories on here of passengers told they will get a refund, compensation, hotel vouchers, flights will be held, etc, erc...in order to secure their co-operation. It subsequently turned out to be a lie.... The truth is, they are not an airline to be trusted. The best thing to do would ave been to upgrade you to the next class, that way the mother & baby would have been happy, you would be happy and it was all resolved there and then without inconveniencing anyone. That sadly is not the Delta way.