AirlineComplaints.org - Check-in / Boarding Major Inconvenience caused by ticket agent

AirlineComplaints.org (https://www.AirlineComplaints.org/index.php)

- Delta Air Lines Complaints (https://www.AirlineComplaints.org/forumdisplay.php?f=35)

- - Check-in / Boarding Major Inconvenience caused by ticket agent (https://www.AirlineComplaints.org/showthread.php?t=350)

Major Inconvenience caused by ticket agent

Attn: Lee Macenczak

As briefly as possible here are the details

On October 19th we were ticketed on flight 139 from Athens to Jacksonville FL., connecting in Atlanta with flight 1881. However,after that booking was made, we decided that if we took 1881, by the time we collected our luggage and car and drove home we would not get there until midnight -- and that would be too much in one day for people our age. So, we made a reservation for the next day on Delta 1244.

I explained the reservation situation in detail to the ticket agent in Atlanta (Zel Burtchett) who aggressively rejected it and required us to either take flight 1881 or pay a $200 per person penalty. So, we
took the flight.

The result was that we were not only GREATLY inconvenienced, but we had to pay a no-show hotel room charge of $99 plus a $75 per person penalty for not using the ticket on flight 1244.

Ms Burtchett's attitude was offensive, and I can not believe it was consistent with Delta policy since, had we not showed up for flight 1881, we would certainly not have had to pay the $200 pp penalty she told us.

I assure you that if this matter is not rectified to our satisfaction we will never fly Delta again if there is any other alternative -- and there are always alternatives

Edward M. Banister

No one's fault but your own

First of all...know for sure what you are doing and the time you will be getting in before you purchase ticket. It is not airlines fault you did not think of this ahead of time. Furthermore, why did you just make a whole new reservation and a hotel reservation without talking to an agent first? Not a real smart move. Also, if you had not shown up for flight 1881, yes you would have most likely had to pay a penalty. If someone shows up for a flight late and we have to put them on next flight, there is a $100 penalty. Actually , there is a $100 penalty plus the fare difference if same class of service is not available. However, we usually only charge the penalty fare. Just FYI, if you had deliberatly missed that flight (1881) and showed up the next day, Delta (or any airline) is under no obligation to have to put you on the next flight. What if there were no seats available? Certainly they will not put you on another carrier, even a code share if it was due to fault of your own. You losing the no show hotel room fee was your own doing.

I don't know how many times people will ask me to change their ticktets especially while I am working a flight. If the airlines did not charge a $100 penalty or change fee, then all fares on all flights would probably go up $200 due to the accumulative affect. When I tell the customer about the fee they usually change their mind. Can you imagine how many passengers out there would be changing their flights on a whim if the fee was nonexistent? That would eat up so much staff time that the airline would HAVE to increase fares to cover the labor costs.

curns, as stated already, you booked the ticket, then decided that it wasn't what you really wanted, and changed it. When you booked the ticket, it was clearly stated to you what the penalties would be if you decided later to change.

There is a reason why these penalties are in place. You might remember an airline called People Express. They didn't charge a change fee. So they would have people book flights, and not show up left and right. In fact, they would oversell their flights by 100%. If the plane held 150 people, then they would sell 300 seats. That's suicide to an airline, especially today. We have to know as far ahead as we can how many people to expect for a flight. That's also why seats are cheaper ahead of time.

I have had to pay change fees a couple of times and certainly didn't like it. However, I also understand that an airline seat is a perishable product. Once the cabin door is closed, that empty seat is worthless. I can pay a higher ticket price and change my reservation whenever I please. I just take a chance and pay the non-refundable fare. I really haven't had any big problems with that.