Comments on: Delta’s customer service VP says airline wants to be more flexible

By: Ross Corthell

Ross Corthell — Sat, 17 Jul 2010 20:42:27 +0000

Condolences to the one guy ultimately responsible for guarding the customer experience at Delta. You’ve clearly lost your effectiveness in the executive staff meetings at Delta.

By: Chris

Chris — Wed, 30 Jun 2010 20:11:48 +0000

Delta’s customer service is HORRIBLE. When reading all the BS spewing out of this VP’s mouth, I honestly didn’t know whether to laugh or cry. It just took Delta 50 hours to get me from New England to San Diego. Arrived almost two days late. I’d love to call to complain but their excellent customer care line just has a message that says that due to heavy call volume I’ll have to call back later. I, along with my fellow stranded passengers, got the same message when we were trying to deal with Delta’s travel screw-ups this weekend. When your customer care line is consistently jammed with callers, it probably isn’t a good sign. Delta is a bad joke and this VP is even worse.

By: Frank

Frank — Wed, 10 Feb 2010 00:23:50 +0000

Caren Shedd
A passenger from our flight was walking through baggage claim, and found unclaimed luggage and determined that it was ours (me and four other passengers). You folks didn’t even know where my luggage was and I had to pay you extra to mishandle it as well.
================================================

Your bags arrived with YOU, but, YOU failed to see them in the baggage claim area, and YOU blame the airline?????

ROTL

By: Charlie Leocha

Charlie Leocha — Tue, 09 Feb 2010 20:56:34 +0000

This is exactly the kind of complaint you should post on http://airconsumer.dot.gov/.
Do it. They get action.

By: Caren Shedd

Caren Shedd — Tue, 09 Feb 2010 20:03:12 +0000

Delta customer service was non existence Friday night February 5, 2010. We had made an unscheduled landing due to mechanical problems at the Detroit airport. The ground employees were rude and gave no assistance to the passengers of this unexpected landing. No assistance was given to us as to what the intent was of getting us to Boston on flight 3972 or what was going to happen.

We were finally given some information and we secured another plane (hours later) and completed our trip to the original destination, Boston. Upon arriving in Boston there was no luggage. I filed a claim and was told that my luggage was in Detroit and then given an overnight kit. A passenger from our flight was walking through baggage claim, and found unclaimed luggage and determined that it was ours (me and four other passengers). You folks didn’t even know where my luggage was and I had to pay you extra to mishandle it as well.

The service and lack of attention form the Delta employees was not acceptable.

By: Scott

Scott — Sun, 13 Dec 2009 03:31:58 +0000

Though the above comment has nothing to do with this article, please keep in mind: No one is ever FORCED to do anything.

Airlines have policies, you are aware of them, it is your choice how you want to arrive at the airport and deal with them. If you have a 54-pound bag, the agent is offering you the opportunity to meet the bag limit to avoid the fee. You are NEVER FORCED to do that. You may pay the overweight fee, it is entirely up to you.

The policy is a 50-pound bag limit, not an average of 50 pounds. And please keep in mind that corporate executives set those policies, not the people you take out your frustrations on at the airport. Those people are simply doing their jobs. The extension of this problem is not a 52/48, but how about 70/30, or 80/20 bags? Do you want to lift that 70 or 80 pound bag? And who pays for the injury cost when someone is injured lifting that extremely heavy bag? Ah yes, thus overweight fees.

By: Jay Rubinstein

Jay Rubinstein — Sat, 12 Dec 2009 17:12:27 +0000

cAN ANYONE EXPLAIN WHY PASSENGERS ARE FORCED TO UNLOAD AND LOAD SUITCASES AT THE AIRPORT FOR MINOR VARIATIONS IN SUITCASE WEIGHT. iF ONE OF MY SUITCASES WEIGHS 54 POUNDS AND THE OTHER WEIGHS 45 POUNDS CAN’T COMMON SENSE PREVAIL AND THE AVERAGE USED.

By: jbfrombremerton

jbfrombremerton — Sat, 12 Dec 2009 14:46:49 +0000

Three weeks ago my wife, 91 year old father in law, and I arrived at RSW for a Delta flight to ATL connecting with another flight to SEA. We were scheduled to depart RSW at 6:55 pm with a 44 minute layover in ATL. At the time we made the reservation the flight was the best option because we had no way of knowing when we would be finished with work and weren’t sure we could make an earlier flight. Anyone who flies in and out of ATL knows how stressful the short layover can be because Delta gates are spread across about 6 terminals and sometimes the trek from one to another can be quite lengthy. We arrived at our RSW gate shortly after 4pm and learned another Delta flight headed for Atlanta was departing around 5:25pm. I asked the gate agent for that flight if any space was available so we could get to ATL earlier and have a leisurely transition to the next flight. She said the only way we could get onboard the 5:25pm flight was if we paid $50 each. We had no checked baggage. About a dozen other passengers waiting for the 6:55 pm departure, most without checked luggage, were also at the gate area with us. Some of the people I spoke with had tried to change their tickets to ATL as well but were told the change fee plus the difference between what they had originally paid for their ticket and the going price for the ticket to be sold on that date would have to be paid as well. In some cases the difference was well over $100. None of us opted to fork over more money and board the 5:25 flight. This aircraft left the gate with 55 empty seats and we waited another 90 minutes to get to ATL. I wrote to Delta’s customer service center explaining the situation and in their email reply apologized for “not living up to our expectations”. The email also said we would receive another email which contained $50 vouchers for each of us to be used on a future flight. I was shocked that I had even received a reply because in the past Delta customer service has been totally unresponsive to my enquiries and observations. The prospect of being given the $50 vouchers led me to believe Delta was making progress in their lame approach to taking care of their passengers. Alas, it’s been three weeks and we have not received the second email with the voucher numbers. This is customer service? I think Mr. Cantarutti is not walking the talk.

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