Complaints & Customer Service

 

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16 comments

  1. @Rene: Just thought I would share this since it is new to me. My family of 4 just finished an amazing 2 week vacation in Europe and the only two negative points of the entire trip were both Delta flights into Europe and back to the US. Both flights were delayed for over an hour and messed up our travel plans. The flight DTW-FCO was delayed because the plane had mechanical problems while at the gate and they had to get a new plane. The flight FCO-MSP was late because the aircraft flying MSP-FCO was late leaving MSP. Well, I wrote to Delta to complain and I was expecting that they would give me some miles or Delta e-vouchers. For my surprise this morning I received an email explaining I would receive 4 separate emails (one for each member of my family) with cods to redeem a $50 gift card each with many options from Amazon, Apple, GAP, etc… as well as Delta. Is this new? To be very honest I would prefer to get miles since my account is short after redeeming 4 award tickets to Europe but I know have $200 to spend in gift cards.

  2. @Rene: Quick question. I am a platinum Delta Medallion and I had an odd experience with Delta last week. Long story short, they upgraded me to first class but double-booked my seat. It made for a really akward experience and I ended up sitting in Delta Comfort+ (#sidegrade), even though my ticket showed in 1st class. I wrote a complaint to Delta last Monday, so 8 days ago. I asked for a regional upgrade cert (not sure they can do this) or an auto-upgrade on a future trip (know they can do this) but I have not heard back. How long is too long for a complaint to be answered? At what point should I write another one or call a supervisor? Is 8 days too long!?

    Thanks!

  3. @Michael – They can issue an RU. I would call or complain again. A week is enough time to respond.

  4. Rene,

    I had the same thing happen as the person above, I am a platinum member who got stuck on a last minute flight in a C+ center seat with a huge person in the window seat who took up 1/2 my seat, with a full flight and no other option I road from ATL to SLC on my side utilizing 1/2 my seat. Delta gave me a $50 GC for Amazon etc, I told them it was unacceptable and to give it to some homeless person or charity that might want it. Is this their new thing? If so it’s terrible.

  5. Hi Rene I was on flight DL17 SEA to HKG on 10/26 the flight made a emergency landing back in SEA due to engine failure the flight was delayed 7 hours my connecting was lost tried to get another flight with another airline, Delta didn’t want to authorized the extra charge to get us to our final destination , I even asked for a meal voucher , was denied that also what are my entitlements?

  6. @Jorge M – Entitlements? Nothing. This is not the EU. You can ask for points or vouchers but they have to say yes. If you paid with a credit card with delay protection like the Chase Sapphire Reserve card that kicks in at 6 hour mark it would pay for a number of things.

  7. Rene,
    A Delta agent or two bent some policy for me this weekend. I was allowed to stand by on a flight NOV27 even though I was booked for one the NOV28. I ended up getting a seat, not needing to pay the $50, and was very happy since I’m pretty sure they had to do absolutely none of it. I want to write in to tell Delta that I’m really happy with the service I got but I’m worried those agents might get in trouble. Thoughts?

  8. Flew BOI-PDX-AMS. Flight crew was awesome.. but my nbad went to SJC, not PDX (error by Alaska in BOI) Before I landed in AMS Delta had the bag ‘expedited’ to AMS via SLC. Get it in <24 hrs! Cool? Uh….. The bag instead was (after a delay) sent to AMS via ATL after a day's delay I'd get it today. Nope. It is now expedited ATL-AMS another day later. (I'm 3-4 hours from AMS so that will add to the fun, lol.)

    Here's my question — WHY do they keep changing flights? DElta Baggage Service seems baffled (ditto for KLM Baggage at AMS). Clearly it's a system/process problem or is it?

    (Or should I stick pins ion my Ed Bastien doll? LOL)

    TIA, Rene!

  9. Thanks, Rene – Baggage Service (both US & AMS) seem baffled and ATL is not responding to them. I tried escalating the discussion but they routed me back to Baggage Services.

    Now @Delta stopped responding too… Now I’m halfway hoping that something truly weird happened so at least there’s SOME story, LOL. Did they smash the crap out of my bag? (That happened once – my 10inch thick bag showed up <7in thick, neatly squished. Actually pretty darned funny to see it. 🙂

    Again,thanks!

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