Nov 18, 2009, 4:12 PM
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Delta Air Lines Employee (NOT OFFICIAL REP)
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Join Date: Jul 2009
Location: ATL
Posts: 257
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Originally Posted by jimworcs
Justme
You are pre-occupied and locked into the blame culture, which I recognise is a strongly held value at Delta, but you just can't see the wood for the trees. It is not the OP's fault, nor her 4 year old daughter. Instead of offering reassurance, Delta have made the situation worse and sought to blame others. This is the antithesis of good customer service. Own the problem and fix it - it makes no difference if the problem was caused by Expedia - they can't fix it and you CAN.
I still find it amazing that you are willing to say this.. and you think there is nothing wrong with your position:
She is 4. It is unbelieveable that you are preoccupied with fault and the price would have to be paid by a 4 year old. Let me be clear:
Even if the OP was to blame, and then got the airport so late, all the seating had been allocated. I would still argue that Delta has a responsibility to the 4 year old child to ensure her well being and safety. The ONLY way they could do that would be to seat her with her guardian, in this case her mother.
I find it astonishing that you would prioritise the needs of other passengers who had booked a seat, or potentially paid for them, over the safety and well being of a 4 year old.
Soulless and heartless doesn't cover it.
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Jim, you have obviously missed my point... while I do say it is not Delta's fault that it happened, I most certainly agree that they SHOULD be fixing it... I have quoted myself saying so below.
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I admit, we could be trying harder to change your seats, but I'm not sure how all that ticketing and seating works since you didn't book directly with us.
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Whether or not it was caused by the airline, a ticket website; aka: the devil (Expedia in this case), or the customer, we as employees should be doing our best to fix the problem and keep the customers happy.
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I agree with you that Delta should be doing everything in their power to change her seats so that they will be together, but I still stand by the FACT that it is not Delta's fault she is in this predicament.
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The blame in this mess lands solely on Expedia, but the responsibility for a solution lands solely on Delta. I have absolute faith and confidence that they will be moved to sit together
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- Mitch Hedberg
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