Terrible Delta customer service

[SFOtoEWR]

A family member passed away and I went to purchase tickets to get to the East coast (flying out of SFO) as soon as possible. Somehow, things were miscommunicated and my tickets ended up being for 2 weeks from now, so I was at the airport, trying to check in for my flight only to find that I wasn't actually on the 9;45 out of SFO to Newark.

I asked the Delta representative behind the counter for help... that I needed to get to Newark for the funeral as soon as possible. Not only did the representative completely ignore me at first, he then told me to walk over to the counter to pick up a phone and call a customer service representative because he could not help me. The customer service representative offered me tickets for $1400 (and I mean, honestly, are they actually going to fill those seats considering the flight was in 1.5 hrs? do they really have to price them at $1400? Shouldn't they just try to get full capacity on the plane!?) and when I could not buy the tickets for $1400 (sorry, I'm only a year out of school with a low paying job), I was then offered tickets for 'only' $1200... oh and to clarify, these were the 'bereavement' fare. Wow... thanks for the empathy Delta.

I then asked if they could just help me find any flight on any airline out that night or early in the morning (It was already 10:30 at that time and I just wanted to get on a plane and get to the East coast). The cheapest flight they could offer me was $1000.

That's when I just gave up, sat in a corner in the airport crying and finally pulled out my laptop, tethered my phone to get the weak wifi, and sure enough, a quick search on Orbitz.com got me a flight for $670.

How can you possibly say that it's MORE EFFECTIVE to use ORBITZ than to deal with airline representatives to buy a plane ticket!? I was AT THE AIRPORT and the representatives ignored me and refused to offer me any help. I have had a long week, I lost a dear family member, my flights were messed up, I was stressed, and they were trying to sell me $1400 BEREAVEMENT FARE tickets. I paid 'full price' (no bereavement discount) for tickets on ORBITZ.COM and paid less than the 'bereavement' fare price and still flew out EARLIER than their offer. It's sad when I have to turn to Orbitz to get something done rather than work with the human being in front of me paid to be an airline representative.

 

[fudgerunyard]

Since you gave a vague description of exactly when and where you purchased your ticket from initially, it's difficult to place blame here. Was the original purchase made online by you, or was this a reservation over the phone with Delta reservations?

 

[Kev3188]

I know I'm gonna get torched for this, but I don't care; have at it...

SFOtoEWR--

What stopped you from checking the dates on the itinerary? Seems fundamental to me....

Why is it now DL's responsibility because you screwed up?! Furthermore, why on Earth would they "help" you find a ticket to buy on another carrier?

I'm really really sick of people looking to blame others for messes they themselves created.

Unreal.

When you were in the corner crying, I hope it was because you realized that you screwed up, and it finally hit you that for once no one was going to bail you out. Sometimes a little accountability is a good thing.

 

[SFOtoEWR]

I had used a travel agent and as I bought the tickets the day of - I didn't bother checking the for correct dates, I had more important things on my mind. I had the confirmation number in hand and that's all I thought I needed. Granted - the travel agent messed this up - I'm not blaming DL for the wrong tickets or having screwed up as they didn't do that.

I didn't ask them to book me a ticket on any other carrier but rather to check across the multiple carriers they are partners with (Northwest/etc.) - sorry for the lack of clarification there - but that was just because I wanted to be able to use the credit from the incorrectly booked flight.

I'm not blaming them for an incorrectly booked flight. That's on my travel agent and sure it's on myself for not checking the tickets from my travel agent - I'll take the blame there. What I was complaining about here is what happened afterwards. I'm saying that when I asked them to just be nice (sorry i guess that's too much to ask) because I was stuck and on the verge of missing a funeral, I needed help booking a flight and they just stared at me thinking I was crazy to even ASK. Then they sent me to use a phone to call customer service because the people behind the counter apparently just can't help me book a flight? These are the things I'm disappointed in. Then upon calling I got 0 compassion and a rep that kept saying the cheapest I could get a ticket for would be $1000 - when in the end I was able to get it for $670 (same flight). what my main point here is that it's sad that in a case like this the best thing to do is go on Orbitz rather than directly to the source. Does that not seem wrong at the very least?!

I know I'm gonna get torched for this, but I don't care; have at it...

SFOtoEWR--

What stopped you from checking the dates on the itinerary? Seems fundamental to me....

Why is it now DL's responsibility because you screwed up?! Furthermore, why on Earth would they "help" you find a ticket to buy on another carrier?

I'm really really sick of people looking to blame others for messes they themselves created.

Unreal.

When you were in the corner crying, I hope it was because you realized that you screwed up, and it finally hit you that for once no one was going to bail you out. Sometimes a little accountability is a good thing.

 

[DalMD88]

First thought, sorry for your lose. Nobody your situation is usually completly aware of everything. I'm a mechanic for DL. My mindset is differnet, my wife reminds me of this consantly. That being said, I agree with you it sound the CSR could have been more helpful.

If I the mechanic had been at the counter it might have been different. You show up with a ticket for the wrong day. I point this out and you then give the I'm going to the funeral speil. I then do that magic keyboard thing and spit out the overthe top walkup fare with the slight berevement discount. That is when I'm really done. The company will not let me sell a ticket for less. My retort to you is "how did you buy this ticket?" You say travel agent, I say call them NOW and fix it. That is the reason for using the travel agent. When things go wrong a good one will help you. That is why people have used and still use them. BTW ORBIZ is another from of a travel agent. Just like Hotels.com airlines dump unused seats to them to resell. The airline will continue to market the seat at it's price (high) while ORBITZ shops at lower. An airline seat is the most perishable commadity there is. Once the door closes it is gone.

The only thing I can think of that come close is movies, play and concerts. I'm not privy to their costs but I highly doubt even the Rolling Stones have higher cost to seat ratio than most airlines. I would know because I can spend thousands every night to make sure your plane is airworthy.

After all that, I'm sorry your experience didn't go more smoothy. When you have a death in the family everything can get harder. I hope that I did my part. If I'm good, you're flight leaves the gate with no maintenace delays and you arrive safely.

 

[concourseA]

Sorry for your loss.

I had used a travel agent and as I bought the tickets the day of - I didn't bother checking the for correct dates, I had more important things on my mind. I had the confirmation number in hand and that's all I thought I needed. Granted - the travel agent messed this up - I'm not blaming DL for the wrong tickets or having screwed up as they didn't do that.

Why didnt you call your travel agent? He/she could have voided the ticket if it was issued on that day. A good travel agent will give you an after hours number if it was outside their operating hours. Worst case, it would have been covered under their omissions and errors insurance . Thats why you USE a travel agent

I didn't ask them to book me a ticket on any other carrier but rather to check across the multiple carriers they are partners with (Northwest/etc.) - sorry for the lack of clarification there - but that was just because I wanted to be able to use the credit from the incorrectly booked flight.
I'm not blaming them for an incorrectly booked flight. That's on my travel agent and sure it's on myself for not checking the tickets from my travel agent - I'll take the blame there. What I was complaining about here is what happened afterwards. I'm saying that when I asked them to just be nice (sorry i guess that's too much to ask) because I was stuck and on the verge of missing a funeral, I needed help booking a flight and they just stared at me thinking I was crazy to even ASK. Then they sent me to use a phone to call customer service because the people behind the counter apparently just can't help me book a flight?

Not sure if SFO is handled by mainline employees or not. If the ground handling is outsourced to a third party then the agent at the counter may have had to leave the counter and run to the gate to board the A/C. Therefore putting you on the phone with the rebook hotline would have been more efficent.

These are the things I'm disappointed in. Then upon calling I got 0 compassion and a rep that kept saying the cheapest I could get a ticket for would be $1000 - when in the end I was able to get it for $670 (same flight). what my main point here is that it's sad that in a case like this the best thing to do is go on Orbitz rather than directly to the source. Does that not seem wrong at the very least?!

Yes, they could have said "I am sorry for your loss" but please realize just how many people they have to deal with in a day that have sad stories on why they need their ticket changed for free. Rules (Ticket rules) are rules and if they make an exception for one person and not for the next, the airline would get hit with a discrimination suit in a heartbeat.

 

[SKY HIGH]

The customer service representative offered me tickets for $1400 (and I mean, honestly, are they actually going to fill those seats considering the flight was in 1.5 hrs? do they really have to price them at $1400? Shouldn't they just try to get full capacity on the plane!?)

Those (high fare) seats are HELD until the day of departure for last minute travelers, such as business travelers. The business traveler is paying for the right to walk into the aircraft at the last minute. Should the flight go out with those empty seats, that's lost Revenue. A loss for the airline.

Sounds like you're blaming the agents for the airfares in the computer. They're simply quoting what is there. You received "terrible customer service' from your travel agent. Wrong dates? Not Delta's fault. Agents at the airport hear "excuses" on a daily basis and can not simply waiver your mistake. You didnt check the dates on your ticket? You just found out what the consequences are for that mistake.

 

[MEinKY]

Sorry for the loss you suffered.

I would like to comment as a former Delta reservation agent. I sympathisized with my customers but I did not work for a non-profit agency. I worked for an airline and they are in business to provide people with seats on aircraft to make a profit.

I don't mean that to be callous but a person would not expect Wal-Mart to lower the price because a person was suffering a job loss or lost a relative.

Airlines are supposed to offer quality customer service by providing the customer with the accurate information they have at hand. It would not be in the best interest of a company to assist passengers with booking cheaper flights on competitors.

 

[whatkindoffreshhell]

I am sorry for your loss.

All these replies defending the airline are nonsense.

When you want to get somewhere no hassle then book Southwest.

Years ago I was confronted with a loss in the family and needed to get my sister from SFO to the east coast.

Everyone else was booked or simply did.not.care.

Sister's comment upon arrival on WN: "like the wings of angels" -- evidently someone in the airline noted her fare was bereavement and she was escorted to the connecting flights.

Sure, the DL rep's job is to make a profit -- that day.

Waddya think the odds of the OP ever again even CONSIDERING booking on DL???

 

[HottootrotNyc]

To bad of a situation, and the worst part is people here are jumping down your throat.... Next time book with Continental... I am sure you would of gotten much better treatment..... :down:

 

[hp_fa]

Like the others, I am also sorry for your loss.

I never worked for Delta, but did work as a gate agent and then a supervisor (including the ticket counter) for America West. I was familiar with how things like this could and did occur.

Bereavement fares generally are not less expensive than other more traditional fares. They can be, as you found out, quite high. The advantage of bereavement fares is that they are generally quite flexible, which is an advantage when it comes time to go home. Many folks get to the funeral and find they need to stay longer to tidy up affairs or, conversely, find that they over-estimated the time required to stay at the destination. The problem is that once you mention bereavement to a travel agent or an airline agent that is the kind of fare they will usually book for you because of that flexibility.

The second problem you faced at the airport was that high fare they offered you. Airlines almost always overbook flights. For all you know the departure flight that they offered you the high price for was overbooked and may have been either in an overbook situation or your ticket might have caused an overbooking, subsequently making someone else miss the flight and need compensation. As I said I have no way of knowing the precise situation, but these things can and do happen. I could be working a departing flight, think things were going OK from my perspective, and then find out one or more tickets had been sold at the last minute and then caused me to be in an overbook at the gate. Not fun.

I can't and won't make apologies for someone not treating you with courtesy and respect once you identified your situation. Maybe that person was so task-loaded at that time that they felt they had other things that were higher priority, although I can't understand why they couldn't find you someone to help you immediately. The one thing that you didn't mention is whether or not you waited in line or attempted to cut the line. If you had stood in line and then the person wouldn't take the time to help then, as I said, I can't excuse that. Cutting the line is another matter. While you think that your problem is the largest in the universe at that time, there may well be others in line that also have the largest problem in the universe and they have waited in line. The CSR's need to also be fair to them.

As for moving forward, first go raise hell with the travel agent who apparently caused the problem in the first place. If it is a brick-and-mortar establishment find a manager or an owner. If it is a really large agency it might be harder to find a responsible supervisor, but try to do so and once you get to such a person don't yell and try not to be emotional. Be dispassionate and lay out the problem and ask them what they will do about the additional expense and other issues the mistake caused you. Normally you will find satisfaction if you are both persistent and polite.

The second thing for you, and anyone else, to learn is to look for flights as soon as you know there is a problem and look for both normal fares and bereavement fares. After knowing the price and what is included in the fare, such as easy re-booking without additional fees for a bereavement fare, make a knowing and considered decision based on what is right for you.

 

[john john]

Bereavement fares generally are not less expensive than other more traditional fares.

There are no more bereavement fares
US/HP agents can and do get fired for changing tickets

 

[FlyStorms]

EWRtoSFO - check out the Nuts about Southwest blog for a complete difference in attitudes. I'm sorry to hear that you went through that ordeal and the ordeal in this thread with few people understanding your dillemma.

http://www.blogsouthwest.com/blog/the-rest-of-the-story

"...I want you guys to know this story for two reasons. One, Southwest has an operating strategy that empowers my amazing Colleagues in the field to make decisions to DO THE RIGHT THING without waiting on enormous bureaucracies or decision trees to kick in. Obviously we can't fix every problem, but we try to make everything as whole as we can at the point of primary contact. "

 

[WorldTraveler]

spare us the drama. WN is a fine airline but they don't give the farm away when it isn't their fault which is the gist of this situation. You can't walk into the grocery store and demand that Kroger (or whoever) give you reduced prices for soy milk because your kid is now allergic to dairy milk... and yet people expect airlines to do that kind of thing ALL the time, including here. Your neighbor just built an addition to their house and screwed up your DISH reception? It's not Comcast's problem to fix.

The customer bought a ticket for a service which they could not use - by not fault of the airline. Given that there was an agent involved as well as a customer, it is all the more significant that the airline did not affect the purchase problem at all.

Companies are not here to just give away their services even if there is a growing tide in this country of people who think companies should do just that. WN hasn't become what it has because it caters to every mistake and error of customers - if they did, they would shut down tomorrow because EVERYONE would be taking advantage of them. WN, DL, and every other succesful company sets a price for its product and it is the customer's responsibility to meet the terms of the product.

BTW, everyone says they were mistreated when they don't get what they want. That is SO first grade.

 

[mci flyer]

spare us the drama. WN is a fine airline but they don't give the farm away when it isn't their fault which is the gist of this situation.

They may not give the farm away, but they do try to show a bit of compassion and help a bit when things are rough--'customer service' if you will.

Interesting to see the attitudes exhibited here in a rather dreary time in the business. I remember the days when Delta had legendary service and I heard stories about them in parts of the country where they didn't have much of a presence--shame that those days (for virtually every airline) seem to have gone away. Maybe someday the 'service' portion of the business will return. Until then, keep the faith.