DELTA DISGUISTING About This Page:

[cmhand30]

Originally Posted by mpwife153

The only problem with the letter from the CO, is that that completely goes against OPSEC ( not to mention the CO will be overseas with the returing soldier & have no way to provide anything like that) They will not ever give a family mamber anything like that b/c it puts the soldiers in danger giving out dates, times, locations. All information about arrivals will only be give through the unit's phones tree. Delta knows that & would never ask for that sort of information. I the same manner that they are not allowed to give out that sort of information about a military flight.

My whole point & advise to Jeff is that Delta understands all of these things b/c the DOD pays them to transport military personal all over the world & they should be more understanding then are are appearing to be.

Give the execs a chance.

Hope it works out.

[mommadjones]

Good Luck Jeff

[disney]

OK , it is time to open all barrels fully loaded , what i mean it is time to call my uncle to write a letter to delta after they have the nerve to send this .
Dear Mr. Fisherman,

Thank you for contacting Delta Air Lines.

While we fully understand that everyone sometimes faces unique
situations and adversities, Delta offers fares that allow more
flexibility for these unforeseen circumstances. The ticket you purchased
is non-refundable and has restrictions that may not be waived.

Please note that you have the value of your ticket to use as future
credit toward another Delta ticket prior to one year from the original
issue date. Most tickets have an administrative fee, plus any difference
in fare, which will be collected at the time of reissue.

Passengers may exchange an unused or partially used domestic Delta
ticket for future travel, provided the exchange is done within one year
from the date of issuance of the original ticket. All travel must be
completed within one year from the date of issuance. Any difference in
fares and applicable administrative service charge will be collected at
the time of the exchange.

During the booking process on delta.com, you can review the rules and
restrictions associated with the selected itinerary by clicking on View
Fare Rules (located below each itinerary). It is important that you take
a moment to review these rules in order to fully understand the type of
fare you are purchasing. By purchasing an airline ticket, you are also
agreeing to all the applicable rules and restrictions.

If you have an unused e>ticket for travel within or between the United
States, Canada, Puerto Rico or the U.S. Virgin Islands, click on
'eCredits' in the Passenger Information screen on delta.com to access
and apply the eligible value toward your new travel. If you have a paper
ticket or your travel is to a destination other than named above, one of
our Reservation Sales representatives will be happy to assist you at
800-221-1212.

Again, thank you for writing. We appreciate your selection of Delta and
will always welcome the opportunity to be of service.

Sincerely,

Delta representitive
Online Customer Support Desk
i'm not happy an MPwife you are a 100% correct my sisters husband is in the military confirmed everything you said about delta (boo hiss ) .

[yakamishi]

It's basically the same bullshit they've sent me. Blah blah blah here are "the rules". They really haven't a clue when it come to "customer service". No customer serive agent worth his salt would ever quote "policy".

Give the guest what they want and they WILL come back.

Don't.....and well....they won't.

In this case I fear...or rather hope...the later.

[Pax]

Originally Posted by Lauren McGoldrick

delta is not nice

Untrue.

Delta is impersonal, which is only to be expected from a corporation their size.

They have policies and rule sin place ahead of time, in order to ensure one primary thing: continuity and uniformity of service. You can reasonably expect that if the Customer Service reps react X way to Y situation once, they'll do the same general thing every other time they are exposed that situation.

The front-line CSR's simply don't have the authority to deviate one whit from "the Company Line". What to know why? BECAUSE SOMETIMES, CUSTOMERS LIE.

No, seriously.

We, here, can be pretty darned sure the OP has told us the truth as s/he knows it, because they have no real reason to lie to us; there's nothing to be gained.

But when it comes to pitching that story to Delta ... you know, I'd be surprised if they don't get a hundred sob-stories a day, all wanting their NON-refundable tickets refunded anyway. Further, I'd be willing to lay good money that at least half of those stories are total, out-and-out lies.

And you know what? Delta has no reliable way to tell the true stories apart from the lies. So, their default answer is "I'm sorry, Sir/Ma'am, I just can't help you with that."

It's sad, really ... but it amounts to this: we are all forced to pay the price levied by the dishonest people of the world.

...

The trick at this stage, is to get ahold of someone who can alter policy, or make exceptions to it ... and convince them that you're NOT one of the liars.

Originally Posted by yakamishi

No customer serive agent worth his salt would ever quote "policy".

Um, actually ... no customer service agent in a large company who didn't quote policy, would still have their job six months later.

Now, I'm all for proactive customer service - but there really are limits, and need to be. Just giving every customer everything they ask for ... is a good formula for a rapid slide into bankruptcy, because yes, tehre are "customers" out there who will use and abuse ANY such leniency of customer service. And laugh all the way to the bank, afterwards.

If there weren't such people, we wouldn't need police anymore. We wouldn't need antitheft devices in our shopping centers, either. Sadly, there are ... and we do.

Originally Posted by disney

[name omitted per moderator request]
Online Customer Support Desk

... this guy is not an Executive.

You need to climb higher up the food chain; this person is first-tier customer support. He's not allowed to do anything not expressley spelled out in the Handbook ... not if he likes getting a regular paycheck. He's just some schlub paid to "man the phones", as it were, and perform basic triage. MOST support calls can be solved by following company policy to the letter, and that's what guys like him are paid to do.

It's like at a McDonalds ... the angst-ridden teenager who takes your order and operates the register is not really in a position to resolve any major complaints you have. Yes, if you ordered french fries, and they gave you onion rings, the register-monkey can check the receipt and fix the mistake. But if the problem is more significant than that - you're claiming the food is spoiled, for example, or you find a roach in yoru fries (eww) ...

... it's the manager, or at least an assistant manager, who'll be handling your issue - those're the people paid to deal with real problems. Not Joe McAngsty-pants who mans the register for minimum wage after school.

So in this case, to get something more done - to be made an exception to the standard policy, for example - you need to escalate the matter to the next tier. And probably keep doing so, a couple more times. If you'll pardon a moment of humor ... you need to cast the spell "Summon Bigger Fish". Also known as "get your complaint kicked upstairs".

Ask for supervisors. Ask for managers. Ask for directors. Keep going until you reach a fish big enough to definitively say "yes we can help", or "there is nothing more we can do for you."

[revral]

I'm sorry if this offends anyone as that's not my intent. I think it's great that Jet Blue was willing to refund your money. However, I've got to play devil's advocate here. Why should Delta or any airline for that matter give you or anyone else a refund when you chose to buy a non-refundable ticket? Yes, it would be a nice gesture but having worked for a manufacturing company, that was owned by my father, I can tell you that any business of any size could nice gesture themselves right out of business. I also have a hard time believing that you or anyone else that I buys a ticket in advance doesn't know that no matter how unlikely it may be that there's a possibility they wont be able to go. If you want to be able to get your money back if you have to cancel at the last minute than paying the extra money for a fully refundable ticket is what you should do. Losing that money due to unexpected events or circumstances is the risk one takes when buying the considerably cheaper non-refundable tickets. jmho

[Briasten]

Originally Posted by yakamishi

No customer serive agent worth his salt would ever quote "policy".

I normally wouldn't chime in with an opinion that may some off defensive or mean, but, I have to speak up to this comment. I am a customer service rep for a transfer agency. I take calls from shareholders and processs trades and give them instructions on how to accomplish an unusual situation. ALOT of people don't like what you have to say and will say anything to try to get you to do what they want. I'm not saying everyone, but, alot. We have to quote it as "policy" otherwise we won't have jobs.
When I am dealing with someone who is in a tough situation, I do feel bad for them. I'm sorry that someones dad just died and that need to redeem shares that will have a redemption fee to help pay for the funeral. But, no matter how much you cry or yell at me, I cannot waive the fee, neither can anyone in my company no matter how high you go. Some companies cannot bend policies and to make a comment that insults a customer service agent is really uncalled for. Unless you have worked in the position, you don't know what it is like and really should not make a comment like that.

Sorry if this insulted anyone, but, I'm always hearing people bask on customer service agents and it just is not fair when we have to follow policies.

Thank you for letting me vent.

[MMMD]

I agree with Pax "Delta Representitive" is not high enough in the company to grant op's request. A letter to the President/CEO is warranted in this case.

A serviceman or woman returning from active overseas duty deserves the same respect as a death in the famiy. As long as the op's family can document their need for special consideration it would be disgraceful for a large American corporation to turn it's back on this family.

Maybe some of the travel agents on these boards can recommend a name or address for op to use in contacting the correct person at Delta?

[lukeandbrookesmom]

Originally Posted by Pax

Untrue.

Delta is impersonal, which is only to be expected from a corporation their size.

They have policies and rule sin place ahead of time, in order to ensure one primary thing: continuity and uniformity of service. You can reasonably expect that if the Customer Service reps react X way to Y situation once, they'll do the same general thing every other time they are exposed that situation.

The front-line CSR's simply don't have the authority to deviate one whit from "the Company Line". What to know why? BECAUSE SOMETIMES, CUSTOMERS LIE.

No, seriously.

We, here, can be pretty darned sure the OP has told us the truth as s/he knows it, because they have no real reason to lie to us; there's nothing to be gained.

But when it comes to pitching that story to Delta ... you know, I'd be surprised if they don't get a hundred sob-stories a day, all wanting their NON-refundable tickets refunded anyway. Further, I'd be willing to lay good money that at least half of those stories are total, out-and-out lies.

And you know what? Delta has no reliable way to tell the true stories apart from the lies. So, their default answer is "I'm sorry, Sir/Ma'am, I just can't help you with that."

It's sad, really ... but it amounts to this: we are all forced to pay the price levied by the dishonest people of the world.

...

The trick at this stage, is to get ahold of someone who can alter policy, or make exceptions to it ... and convince them that you're NOT one of the liars.


Um, actually ... no customer service agent in a large company who didn't quote policy, would still have their job six months later.

Now, I'm all for proactive customer service - but there really are limits, and need to be. Just giving every customer everything they ask for ... is a good formula for a rapid slide into bankruptcy, because yes, tehre are "customers" out there who will use and abuse ANY such leniency of customer service. And laugh all the way to the bank, afterwards.

If there weren't such people, we wouldn't need police anymore. We wouldn't need antitheft devices in our shopping centers, either. Sadly, there are ... and we do.


... this guy is not an Executive.

You need to climb higher up the food chain; (name) is first-tier customer support. He's not allowed to do anything not expressley spelled out in the Handbook ... not if he likes getting a regular paycheck. He's just some schlub paid to "man the phones", as it were, and perform basic triage. MOST support calls can be solved by following company policy to the letter, and that's what guys like Frank here are paid to do.

It's like at a McDonalds ... the angst-ridden teenager who takes your order and operates the register is not really in a position to resolve any major complaints you have. Yes, if you ordered french fries, and they gave you onion rings, the register-monkey can check the receipt and fix the mistake. But if the problem is more significant than that - you're claiming the food is spoiled, for example, or you find a roach in yoru fries (eww) ...

... it's the manager, or at least an assistant manager, who'll be handling your issue - those're the people paid to deal with real problems. Not Joe McAngsty-pants who mans the register for minimum wage after school.

So in this case, to get something more done - to be made an exception to the standard policy, for example - you need to escalate the matter to the next tier. And probably keep doing so, a couple more times. If you'll pardon a moment of humor ... you need to cast the spell "Summon Bigger Fish". Also known as "get your complaint kicked upstairs".

As for supervisors. Ask for managers. Ask for directors. Keep going until you reach a fish big enough to definitively say "yes we can help", or "there is nothing more we can do for you."

Excellent post Sean! I agree 100%. The letter Jeff got was from someone no higher up the food chain than the first person he spoke with on the phone unfortunately. Jeff needs to get the name of a Supervisor at a higher level. It's going to be a little work because the names of these people won't be easily available (as with any major corporation). I would call the corporate office and politely ask for the name of a District Supervisor or someone who can make a policy decision.

Telephone

404-715-2600
Mail

Delta Air Lines, Inc.
P.O. Box 20706
Atlanta, Georgia 30320-6001

[taylan1]

If you don't know the execs names, here is how I found mine. I googled the company and went into their press releases. After going through several, I actually found one with an execs name and email. Once I emailed them, they apparently contacted the exec over customer service and she called me personally. Now you may not be able to get so lucky as to find an email address but you should be able to find a name. It may take some more research then to find how to email them. But if you really feel that your situation is unique, which I think it warrants, then you should continue to try. I got lucky very quickly, yours is going to probably take more time. I agree with those above, the Delta representitive was not an executive just another customer service rep with no power. Good Luck, keep us posted.

[mjasnd]

That is a tough situation and I hope it works out.

[DaBlueys]

This is very upsetting. I know who I won't be using in october.....

[yakamishi]

Ok, here's where I disagree. When I called Customer service with an issue..I was given "policy". Yeah, I get it. I then asked for her supervisor, again I was given "policy". I then asked to speak with her boss and was told it wasn't possible and that I had to write or email.

I emailed. Again, I was given "policy". I exchanged several emails only to be given more "policy".

So yes, I understand the first line of defense is to be given policy. But as you pursue the course of action prescribed by the Customer service agents...one would and should expect to be put in touch with someone further up the chain of command. Not just another policy quoter.

Unfortunately with Delta...they just shuffle you around to another person in the same position. They should be forwarding your problem to someone that can actually do something for you.

This is where my frustration lies with Delta.

[happyhedgehogs]

My complaint with Delta and several other airlines is that their cancellation policies seem unfair, and the refundable fares are excessively expensive.

I just compared Delta's ticket prices with Southwest's for the dates we're flying in March. I paid $262 roundtrip per ticket, including all taxes and fees, through Southwest. If I find that I can't go for some reason, I can't get a refund but I can change to another date later in the year, with no penalties. No extra fees (unless the new ticket costs more, of course), no hassle.

The same exact tickets on Delta would cost me $1520 (including fees) for a refundable ticket. I could get a nonrefundable ticket for $402 for the same dates. (And of course, this doesn't include the cost for taking luggage on Delta--another $80 each if we take two bags each on our roundtrip flight!) Who on earth could afford to pay over $1000 more just to have the guarantee of being able to cancel the ticket for a refund??? And if I do get a nonrefundable ticket and ask to change it to another date, they'll charge me hefty fees to do so. Does it really cost Delta that much to make such a change? If so, how can Southwest afford to offer those changes for no cost at all?

It just seems that some airlines are doing everything they can to steal our money... Refundable tickets are exhorbitant, and fees to change nonrefundables can be very expensive. They charge for luggage (and how many people can go on vacation without it?) and for other things that used to be free, like meals, and the fares have continued to go up and up and up. But then other airlines like Southwest have much more reasonable fares and charges, so it just makes me wonder....

[Pax]

Originally Posted by yakamishi

Ok, here's where I disagree. When I called Customer service with an issue..I was given "policy". Yeah, I get it. I then asked for her supervisor, again I was given "policy". I then asked to speak with her boss and was told it wasn't possible and that I had to write or email.

Yes, that sounds like standard operating procedure; that's what "The Book" tells them to say, they like getting paychecks, so, they handled the issue "by The Book".

So yes, I understand the first line of defense is to be given policy. But as you pursue the course of action prescribed by the Customer service agents...one would and should expect to be put in touch with someone further up the chain of command. Not just another policy quoter.

You, yourself, have to insist on being put in contact with these people. You have to demand (politely) to talk to someone "with the authority to make policy decisions".

First-tier CSRs? Not good enough.

Supervisor? Not good enough.

Senior supervisor? Not good enough.

Shift manager? Not good enough.

Office Manager? Not good enough - but starting to get much, much closer!

Department Manager? Not good enough.

Operations Manager? (As in, "Customer Service Operations Manager") Um ..... maybe, but they're going to tend to be very very conservative.

Anyone with the term "president" in their title, with or without the "vice" part? BINGO. THESE people are who you want to talk to. These are the folks who write the policy that the first-tier phone-monkeys are quoting at you.

Originally Posted by happyhedgehogs

My complaint with Delta and several other airlines is that their cancellation policies seem unfair, and the refundable fares are excessively expensive.

Thus, I won't argue with. In the OP's case, the "administrative fee" was cited as $100. IMO, I agree, that's ludicrous. $20 would be reasonable, maybe. So yes, possibly their prices are higher than they should be.

But prices != quality of customer service.

It just seems that some airlines are doing everything they can to steal our money... Refundable tickets are exhorbitant, and fees to change nonrefundables can be very expensive. They charge for luggage (and how many people can go on vacation without it?) and for other things that used to be free, like meals, and the fares have continued to go up and up and up. But then other airlines like Southwest have much more reasonable fares and charges, so it just makes me wonder...

And a lot of airlines may be in danger of bankruptcy, still.

These companies are nto necessarily raking in billions of dollars; I wouldn't be surprised to find that their profit margins are dangerously slim in many cases. No, I don't know how SouthWest does it. And I daresay, neither do most people outside of SouthWest's corporate hierarchy, either.