#1  
Old Jul 9, 2007, 3:27 PM
shaunag shaunag is offline
 
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Default Customer(DIS) Service

Ok, so......my trip has started off terribly. I had an 8:35 am flight from JFK to Atlanta. I arrived to the airport at 7:50am (I know I was pushing it, but I hit some traffic). I proceeded to the kiosk because, as you know, that is all you can do now. It took about 5-6 minutes to log into my flight, etc. By the time it pulled up my flight, it was 8:00, I flagged down the kiosk helper, when he was done helping another customer, he came over. I showed him the message (it said to go to the counter). He informed me that it was too late, I had missed the flight. I looked it my watch (8:06 am)....I told him that I had been trying to check in for about 10 minutes now. He admitted to seeing me there, using the machine. He then directed me over to the phones, to call customer diservice to change my flight. Now, I am not one to complain, nor do I hardly ever act rudely toward anyone, but I was definately already crying. The first lady I spoke with told me that the next flight was at 1:15, and I should call back at 10:30, the fee would only be 25 dollars, and I could keep calling back to see if anything else opens up, other than that, she had no suggestions. I was not satisfied, so I called right back. This lady informed me that I could call back at 10:30, there is one seat open, hopefully it will still be available, and it would cost 700 dollars!!!!!!! I asked her what I could do, this was impossible, she told me she didn't have any suggestions. I usually fly with US or JetBlue. I have been late before, they made sure I got on the plane!! I have missed a flight before, the put me on the immediate next flight, with no penalty. (I do fly quite a bit).
I was very upset by this point, I composed myself and went to the regular check-in line....the lady there was able to put me on standby for the next two available flights. Why didn't either of the other two reps suggest that? Why is it so difficult. Its like the last thing that they are concerned about is getting people where they need to go!
I am sitting at the airport now, who knows if ill ever make it to Atlanta. Ill tell you one thing I WILL NEVER fly Delta again. This is not my first time ( I wasn't pleased with them on previous flights, either) but definately my last!!!
  #2  
Old Feb 20, 2008, 1:48 PM
Corbel Corbel is offline
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Posts: 214
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ahh the famous "i'll never fly this airline again." your flight probably didn't leave, it was probably closed. you need to check in at least an hour before flight, and be at the gate 30min prior to departure. as far as the agent on the phone i dont know why she just didn't put you on stand by in the first place.
  #3  
Old Mar 4, 2008, 1:01 PM
scorpio767er scorpio767er is offline
 
Join Date: Apr 2007
Posts: 5
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The other two agents did not place you on standby because DL policy states that only Platinum and Gold Medallions can be placed on standby if there are no seats on earlier flights to confirm them on using same day confirmed and the other standby option is if your flight is delayed or canceled. The agent who did put you on standby provides worst customer service because as an airline they are NOT consistent. If DL were consistent across the board many of the "Well ATL let me do it" type comments would end. You can confirm a seat on another flight that has seats for 25.00 now 50.00 with in three hours of its departure time.
  #4  
Old May 23, 2008, 5:39 PM
Mel Mel is offline
 
Join Date: May 2008
Posts: 2
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My nephew and his bride have also had problems with rude Delta employees at the Airport. This time at National-DC. They arrived for their flight to CA 3 min before the doors were to close. Which they know is there fault. And the Rep at the desk told them straight put that they could get them on - but they weren't even going to try. For them to go on their Honeymoon they had to buy 2 NEW tickets with American @ $600/each.
Not only will they never fly Delta - but neither will anyone else in our family or our extended families. In fact when I search on line I stay clear of Delta and American because I have heard all these horror stories before.
Marketing 101 - 1 piece of negative service or publicity is worth 10 good - people talk about the bad before they talk about the good, because they expect the good service. This is why Delta is going bankrupt - not costs - BAD SERVICE
  #5  
Old May 24, 2008, 6:50 PM
Butch Cassidy Slept Here Butch Cassidy Slept Here is offline
 
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For customers who are at their ORIGINATING airport, and arrive at the gate late, my sympathy is limited. For those originating at JFK, and who live in Manhattan or Queens, I have even LESS sympathy. For those New Yorkers--if making your flight is that important there is US Helicopter (if you live in Manhattan) or the subway, to the Howard Beach Station, (if you live in Queens OR Manhattan). Also, there is through train service to NewarkAirport (EWR) from Penn Station in Manhattan. Regardless of where one lives, if you think there's a chance you might be running late, and getting to your destination--that day--is important to you, book an early morning flight with a REFUNDABLE ticket.

For those customers who are at a CONNECTING airport, and arrive at the gate late by reason of a delayed in-bound flight--on the same airline--THEN the airline needs to exercise some flexibility; use a little brain power; take responsibility for the fact that the in-bound flight was late--or a combination of the three. As an example, a couple of years ago, my Midwest Air flight, Hartford to Milwaukee, was late arriving in Milwaukee. The gate staff at my connecting flight exercised the responsibility to check for late arriving flights, and so held their "close-out" time right-up to departure time.

The DOT should not allow a situation where airline customers must spend the night, on the floor of a connecting airport, because their airline's in-bound flight was late--regardless of the reason for being late (weather, air traffic, mechanical). Under these situations, customers should be denied boarding their originating flight assuming the airline had reason to believe the connecting flight would be missed. The airline would then be responsible for re-booking, without additional charge, on the next available flight to the destination--even if the next available flight was on another airline. Further, every airline would need to have a capability to book customers onto airlines with which an interline ticketing agreement does not exist.Such a procedure would force the airlines to end those 30 to 50 minute connecting times between gates 1/2 to 1 mile apart. Also if, despite the best good faith efforts of the airline, an in-bound flight is late, and the connecting flight is missed, then the airline should be responsible for overnight accommodations and meals regardless of the amount paid for the ticket and the reason for the flight being late.

On a, slightly, unrelated note: Any airline that decides to divert, and “dump” its passengers at a secondary, or rural, airport—as United Air did at Cheyenne (“CYS”) two winters ago—should be subject to the following procedures: The arriving aircraft is impounded until such time as the “dumped” customers are physically on their way to the originally scheduled destination, with transportation to said destination being provided, or paid for, by the airline.
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[B][I][COLOR=navy][FONT=Arial Narrow]We HATE to fly--and it shows![/FONT][/COLOR][COLOR=navy][FONT=Arial Narrow][/FONT][/COLOR][/I][/B]
  #6  
Old May 25, 2008, 4:49 PM
ChrisH ChrisH is offline
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This is all exactly right! I think people need to pay MUCH closer attention to what kind of ticket they are purchasing. The problem is, most people focus on getting the cheapest possible fare they can get, which makes sense, but often times, that cheapest fare, has no flexability, at all, if you miss your flight, for showing up late, or, if you need to make a change. Also, a non-refundable ticket, is not refundable, period, regardless of how much of an inconvenience you experience. People never take the time to read the "Fare Rules", of the ticket they are purchasing, nor do people take the time to read the airlines "Contract of Carriage", all of which will explain the policies that are in place, etc. The fact that people do not read this, is why I don't have too much sympathy for people, when they complain that they have to pay this, or pay that, because of some reason. All of that information is located in the "Fare Rules", of the ticket you purchased, and also in the airline's "Contract of Carriage". My advice, is ALWAYS purchase a REFUNDABLE ticket. It may be a little more expensive, but it can save you a ton of trouble if you end up late for a flight, etc.

I agree about the diversions. At the airport I work at, we had a flight divert to our station, enroute to the hub airport, and cancel. We were left with a plane full of passengers, WITHOUT WARNING. The worst part, is instead of using that airplane the next day, for those passengers, they instead used it in place of another flight, that was to come in, and remain over night (RON), and so it went out as a live flight. We had to find other flights to book these people on, plus get them a hotel, etc. They should have used that same airplane, the next day, for those passengers, but didn't. To me, that is poor customer care, a the airline is basically saying that these people, who had their flight cancelled in a completely different city, than their destination, don't have priority. As a customer service agent, it angers me, that this took place, but unfortuantely, there is nothing I can do about it.
Quote:
Originally Posted by Butch Cassidy Slept Here View Post
For customers who are at their ORIGINATING airport, and arrive at the gate late, my sympathy is limited. For those originating at JFK, and who live in Manhattan or Queens, I have even LESS sympathy. For those New Yorkers--if making your flight is that important there is US Helicopter (if you live in Manhattan) or the subway, to the Howard Beach Station, (if you live in Queens OR Manhattan). Also, there is through train service to NewarkAirport (EWR) from Penn Station in Manhattan. Regardless of where one lives, if you think there's a chance you might be running late, and getting to your destination--that day--is important to you, book an early morning flight with a REFUNDABLE ticket.

For those customers who are at a CONNECTING airport, and arrive at the gate late by reason of a delayed in-bound flight--on the same airline--THEN the airline needs to exercise some flexibility; use a little brain power; take responsibility for the fact that the in-bound flight was late--or a combination of the three. As an example, a couple of years ago, my Midwest Air flight, Hartford to Milwaukee, was late arriving in Milwaukee. The gate staff at my connecting flight exercised the responsibility to check for late arriving flights, and so held their "close-out" time right-up to departure time.

The DOT should not allow a situation where airline customers must spend the night, on the floor of a connecting airport, because their airline's in-bound flight was late--regardless of the reason for being late (weather, air traffic, mechanical). Under these situations, customers should be denied boarding their originating flight assuming the airline had reason to believe the connecting flight would be missed. The airline would then be responsible for re-booking, without additional charge, on the next available flight to the destination--even if the next available flight was on another airline. Further, every airline would need to have a capability to book customers onto airlines with which an interline ticketing agreement does not exist.Such a procedure would force the airlines to end those 30 to 50 minute connecting times between gates 1/2 to 1 mile apart. Also if, despite the best good faith efforts of the airline, an in-bound flight is late, and the connecting flight is missed, then the airline should be responsible for overnight accommodations and meals regardless of the amount paid for the ticket and the reason for the flight being late.

On a, slightly, unrelated note: Any airline that decides to divert, and “dump” its passengers at a secondary, or rural, airport—as United Air did at Cheyenne (“CYS”) two winters ago—should be subject to the following procedures: The arriving aircraft is impounded until such time as the “dumped” customers are physically on their way to the originally scheduled destination, with transportation to said destination being provided, or paid for, by the airline.
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