- Report: #365435
Complaint Review: Delta Airlines - Atlanta Georgia
-
Author Confirmed
Why?
Delta Airlines
1030 Delta Blvd Atlanta, 30320-6001 Georgia, U.S.A.
Phone:
404-715-2600
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Delta Airlines Misrepresents Re-Booking Cut-Off Dates So You Lose Your Money Atlanta Georgia
We recently booked two tickets on Delta Airlines that cost $551. We were unable to travel on those flights, and when we asked Delta about rebooking later, Delta clearly and unquestionably represented that we had one year from the date of travel to re-book and use the tickets. We called to reschedule 10 months later. Delta rudely informed us our tickets were expired and there was nothing anyone at Delta could do for us.
I was offered the opportunity to send a letter to the corporate office to complain and I "may receive a response within 30-60 days of receipt."
A letter? In 2008? Unbelievable.
Instead, I found an email address for online "customer care." I sent an email asking why Delta would not honor the tickets based on their own representations, and for Delta to give me a name and phone number to speak with someone that could make a decision.
It took two weeks of email exchange with Delta to get a phone number, but they refused to answer my question about their misprepresentation. The phone number turned out to be corporate "customer care."
Corporate "customer care" is supposed to be the "highest level" of Delta Airlines assistance. Quite amazingly, the agent herself admitted that her job is to simply quote corporate policy, not help customers. The Delta agent then told me there was no help available for me, and used several tactics to get me off the phone when I refused to accept her answer: she interrupted me nearly every time I spoke, she talked over me, she tried to change the subject, she left the phone line silent for long periods of time (so I would think we got disconnected), and finally gave me the CEO's name as the only place I could go to get some help.
I called the CEO at the number the agent gave me, and was deflected to the switch board. The operator that answered required me to repeat my name and phone number three times before she told me "someone may get back to you."
Mark
Renton, Washington
U.S.A.
I was offered the opportunity to send a letter to the corporate office to complain and I "may receive a response within 30-60 days of receipt."
A letter? In 2008? Unbelievable.
Instead, I found an email address for online "customer care." I sent an email asking why Delta would not honor the tickets based on their own representations, and for Delta to give me a name and phone number to speak with someone that could make a decision.
It took two weeks of email exchange with Delta to get a phone number, but they refused to answer my question about their misprepresentation. The phone number turned out to be corporate "customer care."
Corporate "customer care" is supposed to be the "highest level" of Delta Airlines assistance. Quite amazingly, the agent herself admitted that her job is to simply quote corporate policy, not help customers. The Delta agent then told me there was no help available for me, and used several tactics to get me off the phone when I refused to accept her answer: she interrupted me nearly every time I spoke, she talked over me, she tried to change the subject, she left the phone line silent for long periods of time (so I would think we got disconnected), and finally gave me the CEO's name as the only place I could go to get some help.
I called the CEO at the number the agent gave me, and was deflected to the switch board. The operator that answered required me to repeat my name and phone number three times before she told me "someone may get back to you."
Mark
Renton, Washington
U.S.A.
1 Updates & Rebuttals
Karl
Clovis,New Mexico,
U.S.A.
Follow the Rules
#2Consumer Suggestion
Fri, August 22, 2008
Virtually all airlines have this policy: The value of unused tickets may be used WITHIN A YEAR OF THE TIME THE TICKET WAS PURCHASED- not a year from the time that the ticket wasn't used. A change or cancellation fee may be charged and if the new fare is higher -you pay the difference less the cancellation charge. Regardless of what an agent TELLS you you need to get on the airline's web site and read the rules. If you attempted to use the ticket after a year from the time you originally bought it you have lost your money. Contacting Delta won't do you any good -rules are rules regardless of what an agent tells you.
