- Report: #166678
Complaint Review: Delta Airlines - Atlanta Georgia
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Delta Airlines
1050 Delta Blvd Atlanta, 30354 Georgia, U.S.A.
Phone:
404-715-2600
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Delta Airlines ripoff Delayed flight rerouted lost luggage and BAD CUSTOMER SERVICE If it were a small business it would be extinct!! Atlanta Georgia
My husband, who is working/living in Gulfport, MS. flew home to Seattle for Thanksgiving. On his return to Gulfport Monday, November 24th, his day and mine (and the two days following) went from bad to worse to worse to worse thanks to Delta.
His flight, which was supposed to leave Seattle at 830am, was delayed for 2 hours due to bad weather coming into Seattle, not Deltas fault. The flight finally left at 1030am. There were (2) scheduled plane changes to Gulfport, SLC and Houston Intercontinental. When he arrived in SLC, he had missed his connecting flight by (1) hour due to the late departure from Seattle.
There, he was told that there was not another flight into Gulfport the entire day and the closest they could get him was Atlanta. He figured he could rent a car (at his own expense) and drive (6) hours from Atlanta to Gulfport, or just stay in Atlanta and drive to a hotel since he was scheduled to go there on business the following evening, so he took the flight.
When he finally arrived in Atlanta at 10pm EST, he had no luggage. When he went to the Delta counter to report his lost luggage, the "Georgia Peach" at customer service for Delta told him "Your luggage is not lost as it is en route to Gulfport, which is its scheduled destination". When he explained that DELTA had rerouted him (but apparently not his luggage) to Atlanta, she continued by telling him "We will not deliver your luggage to a hotel because it is not Deltas fault, and it is not lost- your luggage is going to its scheduled destination, and you will need to wait in the airport until it arrives".
He asked if she could tell him when it would arrive, she said NO. He asked if they could call his hotel when it arrived and he would return to the airport to get it, she said NO.
He left the airport, and I began to call Delta airlines from Seattle. After 5 futile calls to automated systems (one of them being Skymiles, as I figured a loyal Skymiles member would get resolve)- no one home there either, I finally called reservations where I knew I could get a human being on the phone. I was transferred to a call center, apparently in India. After speaking to a representative and being told "be patient, the luggage will eventually arrive", I asked to speak with a manager.
I was transferred to a man named Mr. Lopez who barely spoke English, and after several times of trying to explain what had happened he put me on hold, trying to contact a baggage claim expert as he referred to them for AN HOUR and HE was unable to reach a human being either. After an hour and a half, he finally SAID he reached Atlanta baggage and it was all set-up to have the bags delivered Tuesday morning by Atlanta baggage express to his hotel. He gave me their number in case there was a problem and assured me it was taken care of. There were business suits in the baggage needed for a meeting later in the day.
At 11am EST on Tuesday, the baggage had not arrived so I called the delivery service. Out of 200 bags delivered, his was not brought from the airport. I started again with the endless calls to the automated systems of Delta (the black hole as I refer to it). Four hours later I figured out that if you stay on the line at baggage claim thru the automated system asking for a lost baggage claim number (since we did not have one because Delta agent swore the bags WEREN'T lost)- a customer service rep comes on after the system asks you six times!!!!!!
This person was able to tell me, 24 HOURS later,and after several hundred dollars worth of suits purchased for his business meetings, clothing and toiletry purchases at his own expense, that the bags were boarding a plane in Houston on there way to Gulfport so he should have them soon. I reiterated the fact that HE IS IN ATLANTA, not Gulfport so he WILL NOT HAVE THEM SOON. I was then told that he would have to return to the airport and file a lost luggage report, it is against their "regulations" to file over the phone.
He has now flown to DC from Atlanta for business and back to Gulfport today (Friday) and is JUST getting his luggage.
There is not a single "Manager" with Delta airlines who can be contacted in this situation. Automation, or low-level managers who could care less. It is a tragedy that a large company can treat loyal customers this way and still be in business. The actual aggravation was not from the lost luggage, or the expensive purchases, or from a 3 day car rental, it is DELTA EMPLOYEES who create and cause their own companies problems.
W
Seattle, Washington
U.S.A.
Click here to read other Rip Off Reports on Delta Air Lines
His flight, which was supposed to leave Seattle at 830am, was delayed for 2 hours due to bad weather coming into Seattle, not Deltas fault. The flight finally left at 1030am. There were (2) scheduled plane changes to Gulfport, SLC and Houston Intercontinental. When he arrived in SLC, he had missed his connecting flight by (1) hour due to the late departure from Seattle.
There, he was told that there was not another flight into Gulfport the entire day and the closest they could get him was Atlanta. He figured he could rent a car (at his own expense) and drive (6) hours from Atlanta to Gulfport, or just stay in Atlanta and drive to a hotel since he was scheduled to go there on business the following evening, so he took the flight.
When he finally arrived in Atlanta at 10pm EST, he had no luggage. When he went to the Delta counter to report his lost luggage, the "Georgia Peach" at customer service for Delta told him "Your luggage is not lost as it is en route to Gulfport, which is its scheduled destination". When he explained that DELTA had rerouted him (but apparently not his luggage) to Atlanta, she continued by telling him "We will not deliver your luggage to a hotel because it is not Deltas fault, and it is not lost- your luggage is going to its scheduled destination, and you will need to wait in the airport until it arrives".
He asked if she could tell him when it would arrive, she said NO. He asked if they could call his hotel when it arrived and he would return to the airport to get it, she said NO.
He left the airport, and I began to call Delta airlines from Seattle. After 5 futile calls to automated systems (one of them being Skymiles, as I figured a loyal Skymiles member would get resolve)- no one home there either, I finally called reservations where I knew I could get a human being on the phone. I was transferred to a call center, apparently in India. After speaking to a representative and being told "be patient, the luggage will eventually arrive", I asked to speak with a manager.
I was transferred to a man named Mr. Lopez who barely spoke English, and after several times of trying to explain what had happened he put me on hold, trying to contact a baggage claim expert as he referred to them for AN HOUR and HE was unable to reach a human being either. After an hour and a half, he finally SAID he reached Atlanta baggage and it was all set-up to have the bags delivered Tuesday morning by Atlanta baggage express to his hotel. He gave me their number in case there was a problem and assured me it was taken care of. There were business suits in the baggage needed for a meeting later in the day.
At 11am EST on Tuesday, the baggage had not arrived so I called the delivery service. Out of 200 bags delivered, his was not brought from the airport. I started again with the endless calls to the automated systems of Delta (the black hole as I refer to it). Four hours later I figured out that if you stay on the line at baggage claim thru the automated system asking for a lost baggage claim number (since we did not have one because Delta agent swore the bags WEREN'T lost)- a customer service rep comes on after the system asks you six times!!!!!!
This person was able to tell me, 24 HOURS later,and after several hundred dollars worth of suits purchased for his business meetings, clothing and toiletry purchases at his own expense, that the bags were boarding a plane in Houston on there way to Gulfport so he should have them soon. I reiterated the fact that HE IS IN ATLANTA, not Gulfport so he WILL NOT HAVE THEM SOON. I was then told that he would have to return to the airport and file a lost luggage report, it is against their "regulations" to file over the phone.
He has now flown to DC from Atlanta for business and back to Gulfport today (Friday) and is JUST getting his luggage.
There is not a single "Manager" with Delta airlines who can be contacted in this situation. Automation, or low-level managers who could care less. It is a tragedy that a large company can treat loyal customers this way and still be in business. The actual aggravation was not from the lost luggage, or the expensive purchases, or from a 3 day car rental, it is DELTA EMPLOYEES who create and cause their own companies problems.
W
Seattle, Washington
U.S.A.
Click here to read other Rip Off Reports on Delta Air Lines
4 Updates & Rebuttals
Antonio
Hollywood,Florida,
U.S.A.
as an ex-employee I will tell you stuff that outside people like you don't know: they outsourced most of the clerical and customer service jobs to India and Jamaica
#2UPDATE EX-employee responds
Sun, December 04, 2005
I quit Delta after 7 years of devoted services as a flight attendant, and I must tell you that I couldn't agree with you more! But as an ex-employee I will tell you stuff that outside people like you don't know: they outsourced most of the clerical and customer service jobs to India and Jamaica, (imagine my surprise when I found out that my social security, bank informations and other personal infos were sent to Jamaica as our payroll dept. was there.....), and they are trying to eliminate totally human contact with the public. And you want to know why they are doing that? Because they know that they suck, their ideas are a massive failure, they make always empty promises to both customers and employees, and they don't provide any benefit they advertise. Therefore they want to be invisible and stay far away from their responsibilities, so they send your complaints to India where people are happy to live on a $2.50 hourly wage, and talk on the phone with irated customers. When I was employed I assure you that I would take every customers problem on my own, and the company couldn't care less about it. They would always screw people with their reservations, luggage and more.....and as a flight attendant I was the first one in line to hear people complaints, and guess what? I didn't know what answer to give, as our managment would keep us in the dark as well. So all I could do was trying to find out how to fix problems without the company backing me up ever ! If the customer wasn't at least a "platinum medallion" (that's how they call their selected customers) they wouldn't even try to solve the issue, since you wouldn't be worth their precious time. They rather save money and make you struggle with incompetent people who are not even living in U.S. I quit them because just like you I feel I was ripped off, maybe in a different way but same results. I am truly sorry for what happened to you and your husband, and I am ashamed to think I was even employed for them, but just remember that what happened to you is not a single episode, and it happens everyday among all airlines. They all make empty promises, and they deliver only crap. Incompetent and worthless employees is what stays in this industry, just because the top managers of these absurd corporations don't care about nothing else but their wallets and golden parachutes. Beware of Delta airlines and affiliates !!!! Now I am "happily" unemployed, as I can look for a real job with a serious company, (not airlines), and no corporations thank you !
Lori
Oklahoma City,Oklahoma,
U.S.A.
Delta Airlines
#3Consumer Comment
Sat, December 03, 2005
It's no wonder Delta is in bankruptcy!! If they treat all their customers like they treated your husband, they won't be in business for long. It seems like customer service is down the toilet now days!!
Lori
Oklahoma City,Oklahoma,
U.S.A.
Delta Airlines
#4Consumer Comment
Sat, December 03, 2005
It's no wonder Delta is in bankruptcy!! If they treat all their customers like they treated your husband, they won't be in business for long. It seems like customer service is down the toilet now days!!
Lori
Oklahoma City,Oklahoma,
U.S.A.
Delta Airlines
#5Consumer Comment
Sat, December 03, 2005
It's no wonder Delta is in bankruptcy!! If they treat all their customers like they treated your husband, they won't be in business for long. It seems like customer service is down the toilet now days!!
