Worst Experience Ever!
07 Apr 2009 at 10:50 pm
I have never been more upset and disappointed by ANY industry than I have with my recent Delta experience.
The experience began on Friday, April 3. Our flight from JFK to RDU was cancelled. I was told this was due to mandatory FAA inspections and that 25 flights were cancelled and voluntarily given up. There were no other flights that same day. We upgraded to first class to get to Atlanta and have a connection. The cost of this upgrade was $1600.00. Once we arrived to LGA, where the new flight was scheduled, we were informed our flight was delayed. After waiting about an hour in the first class line, we were assured that all flights out of Atlanta had been delayed, and we had a very good chance of making the connection. We said we did not want to get on board if we could not get our bags in Atlanta, should we miss the connection. The assistant PROMISED us that we would be able to get our baggage. We did arrive in Atlanta, and missed the connection. We were not even placed on standby for the next flight. We then rushed to baggage, and were told our bags were in Atlanta!, but we could not get them. We got a Hotel that evening, with no compensation for the Hotel, or lost bags. We were to depart the next morning. We were then told that the flight was originally cancelled due to weather, and that since there were no notes of the inspection issues that caused the flight to be cancelled, there would be no compensation. I found it extremely hard to believe that a flight would be cancelled in just two hours notice due to inspections, but now am lead to believe that the flight was cancelled for other reasons, since I was clearly misinformed by saying the flight was cancelled due to weather anyway.
The return flight from RDU was no better. Our flight from RDU to JFK was delayed. Even though we checked our baggage over an hour before our flight, the bags were not placed on the plane. We were told we should get our baggage around 8 or 9 on the evening of April 7. As I write this, I still have no baggage. I have well over $5K of clothing in my bag, and a wedding dress. I am extremely upset about this, and the lack of any sort of customer service. I could have easily picked up my baggage. However, I was assured, I would get my baggage tonight. I have called approximately every hour for an update. I have not gotten any substantial updates. I have materials in my bags that I need for tomorrow. I am still left with no update as to when I will get my baggage.
I have been a loyal Sky Miles Credit Card holder and Delta customer. Unfortunately, it seems with the merger with Northwest that Delta is no longer a valid travel option. I am appalled by my recent experiences and will be sure to tell everyone about my misfortune and the extremely poor handling by Delta, a company that I am sure has no regard for customers.
Ken Lankford on 17 Apr 2009 at 9:10 am #
You have broken the code ! At Delta, the company functions with dozens and dozens of mini-empires, within the big empire. Each one exits only to protect itself. So, for example, if a maintenence directive affects a particular type of aircraft, a maintenance VP will probably just Knee jerk a resolution, to protect his department, without any regard to how the downline effect may be. Same with gate agents, who will tell you anything to make you shut up, but in reality have NO IDEA where your bags might wind up. There are other options out there, most of whom do not transit Atlanta. I wouldn’t fly Delta if they gave away twenty dollar bills with the bad coffee !