A letter I just sent to Delta
 

To Whom It May Concern:

It is unfortunate that I have to write yet another letter complaining about the treatment I received from your Customer Care team. However, this will be my last letter to Delta, as I swear to never do business with this airline again. I fly fairly often, as I have family and friends scattered all over the globe, and I have spent my hard-earned money on predominantly Delta flights these past 2 years. Never again.
On April 8, 2011, I called the Customer Care line, hoping to resolve an issue with 2 tickets I needed to have reissued. The call resulted in a confrontation with one Terry Matthews. His behavior was so vile and appalling, I had no choice but to report him to the Better Business Bureau (case #27184712). As a result of that incident, I was given a travel voucher worth $75. I did appreciate the gesture, and let the incident go.
Fast forward to 11:00PM on Wednesday, April 27, 2011: I had been trying to check my husband in online for our flight to Fort Lauderdale the very next day. I had already checked myself in, and was confused as to why I couldn’t check him in. I called Customer Care to get some help. Lo and behold, my husband’s flight to Fort Lauderdale was cancelled! At this point, I am beyond irate, and I get transferred to a woman name Lilly, who said she was a supervisor. She proceeded to tell me a series of lies, which included:
1. The ticket to Fort Lauderdale was cancelled by Orbitz-this allegation was the second stupidest thing she said during that call. I asked her to explain how changes made by Delta Customer Care agents could be usurped by Orbitz, a third-party company. She started to get irate and tell me that she “did not know and that it was not important; did I want a ticket for my husband or not?” While we are on the phone, I take the time to log onto my Orbitz account to verify Lilly’s allegation. Of course, there was no cancellation to be found. I have printed out the page of the flight in question, as well as the list of cancelled trips, to include in this letter. You will note that there is NO record of a cancelled trip to either Detroit or Fort Lauderdale. Lilly alleged both had occurred. Never mind the fact that there are phone records showing that ALL changes related to the flights in question were made by Delta Customer Care employees.
2. The customer (me) forgot to make the reservation for my husband-yes; Lilly had the audacity to let this statement escape her lips. I commend myself for keeping my cool the way I did. Never mind that Terry charged me $10 on April 8, $5 for my ticket and $5 for my husband’s ticket because of 9/11 fees, fees I wasn’t told about in the first place, fees that were the catalyst for the rant that Terry went on over the phone. I have proof of that charge as well. I will be happy to provide that evidence if necessary.
The incriminating factor in this entire conversation was when Lilly informed me that in my records, the previous supervisor, Terry Matthews, indicated that he had a problem with me. I wholeheartedly believe that it was Terry who cancelled my husband’s flight in retaliation for April 8th. I told Lilly so, and she denied it, but I expected that solidarity from a co-worker. Lilly did get increasingly nasty over the phone, letting me know that I wasn’t showing enough gratitude for all that she was doing for me. What she did was correct a wrong that she and I BOTH know that Terry committed. She offered two “options”: to waive the $150 cancellation fee WHICH HAD ALREADY BEEN waived, charge the $50 Orbitz fee WHICH HAD ALREADY BEEN CHARGED and give me an $800 ticket for my husband so we could be on the same flights; or charge me $383.29, the price of the ticket on April 6th, the date I had originally called to get these flights to Fort Lauderdale rebooked. I picked the second option of course, she applied the credit that I already had towards the ticket, and did indeed charge me both the $150 change fee and the $50 Orbitz fee. I ended up paying $145.89 for a ticket I had already booked. I also want to mention that before I was transferred to Lilly, the agent I was on the phone with told me that I in fact was the person that cancelled my husband’s ticket to Fort Lauderdale. I am not sure if these employees are poor liars, or extremely daft. Either way, that is unacceptable.
The incident with Terry, the rudeness and the lies from Lilly, and the stress and inconvenience this situation caused me is more than enough reason for me to never do business with Delta ever again. I want my $145.89 refunded to me. I will report this incident to the Better Business Bureau as well as any other pertinent organizations/sites that deal with these issues. I am so disappointed and disgusted with Delta Air Lines for hiring employees like these. While I have had many positive interactions with people from Delta, the bad apples in the bunch really have destroyed the respect I once had for this company. I plan on donating my remaining Sky Miles to someone else, and closing my account altogether.