Delta Air Lines |
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| Date Submitted: | May 21, 2011 |
| Airline: | Delta Air Lines |
| Country: | US |
| In Flight Service: | 5 out of 10 |
| Terminal Service: | 5 out of 10 |
| Accomodation: | 5 out of 10 |
| Price: | 1 out of 10 |
| Recommend: | No |
| Review: | Bad Policy, Worse Customer Service Several weeks before my sister's wedding in Indianapolis, I booked round trip tickets from Atlanta to Indianapolis for my wife and I. The flight from Atlanta was in the morning, but my wife had a meeting come up at work that caused us to have to move it. The flight I originally booked was around 10am, and when I called customer service to have it changed I was told that my only option was to pay a $150 change fee per ticket to move the first leg back to 2pm. This of course was more than the cost of the round trip tickets to begin with, so I suggested I book a one way ticket to Indianapolis and fly back on my original return flight. I was told rather rudely I was free to do so, but customer care would not help me, so I booked the one way flight elsewhere. After flying to Indianapolis and attending my sister's wedding, my wife and I prepared for our return flight on May 14th only to find online check-in not working. I called customer care again, and was told that the entire flight was cancelled because I didn't take the first leg. I was told it would cost the $150 per ticket to have my tickets reinstated, which I feel is absurd given that these were tickets I paid for and always intended to use, and was told I would be able to use. After asking to speak to a manager I was passed from ticketing to award tickets to reissuing and back repeatedly. Finally after 40 minutes I felt defeated and asked that they reissue the tickets. After 10 minutes on hold, the agent came back to tell me that the same level of tickets were no longer available on my original flight home or any other flights that day, but I could pay ~$360 per ticket to fly home that day. When I suggested that it would be cheaper to buy one way tickets on the flight ($221), they again said that they couldn't help me with that. Eventually I found a manager that understood my predicament and frustration and she offered my original tickets be reissued for $100 per ticket which I accepted just to get home. But then she transferred me to reissuing and the woman in reissuing put me on hold and somehow I wound up back with the first line of customer care who had no idea what my problem was or how to help me. I can't help but feel that Delta did not care at all about me as a customer, and not one person was given the authority or capacity to fix the problem. Not only is the policy bad, but the customer service at Delta is the worst I've ever experienced. I have always disliked the other main Atlanta airlines and been loyal to Delta, but this has changed my perception altogether. From this point on, I will be flying other airlines any time I am not forced to fly Delta for business. |
| Submitted by: | Belson 26 year-old :: Male Reviewer :: Atlanta |
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