[luckysun1]

Cancelled Flight & Stranded in Detroit
On May 3, 2012 my husband and I were ticketed on Delta flights 905 from Jacksonville, FL with a final destination of Rochester, NY. Connecting flight 4182 scheduled to depart at 9:47 PM from Detroit, MI to Rochester, NY. After waiting at least 45 minutes past departure in Detroit, we boarded the plane. My husband and I sat on the plane for 90 minutes with the cabin door open, cold air rushing in and not even offered a blanket. Flight 4182 was cancelled due to thunder storm. We promptly tried to use the Delta Auto booking system which was a complete failure, since we could not return to Rochester before 2PM on Friday, May 4th. This meant we would have had to spend 19 hours for a flight which should have taken 45 minutes. This is unacceptable to us. Therefore, my husband and I went and stood in line for another 90 minutes trying to rebook our flight for earlier the next morning. We were provided substandard service at the help desk. The Customer Service Agent was unable to obtain an acceptable flight time. At this point it was 1AM and we were told that there were no passenger paid hotels available and were not offered overnight vouchers or food vouchers. All food concessions were closed at that hour and no alternatives were offered to us.

We then proceeded to call Deltas Rebooking assistance line 1 (800) 707-5177. We spoke with a representative named Alyssa in Jamaica; obviously she lacked any knowledge of customer service, so I was transferred to her supervisor Kathleen in Salt Lake City, Utah. Again, the Delta staff was unable to provide a voucher for hotel or food. Kathleen referred us back to the Delta help desk. Mona at the help desk again stated she could not provide hotel or food vouchers and indicated that Deltas Rebooking representatives did not know what they were talking about. The proverbial finger pointing runaround. This is another instance of Deltas substandard service and an unacceptable way to conduct business.

At this point it is 1:30AM we proceeded to call Ticketing Assistance line 1 (800) 221-1212 to find and earlier flight to Rochester without having to travel around the country to get home in a reasonable time. We spoke with a representative named Donald in Dallas, TX who stated “the airline is not a public service and that they are a business and not responsible”. Obviously Donald lacked compassion or empathy and the proper training to appropriately respond to customer needs.


Now tired, hungry, and frustrated, we called the Delta Rebooking Assistance Line again. We were connected to Representative Drake who was able to locate a flight for May 4th departing at 8:05 am and arriving in Rochester at 9:22 AM. Suddenly and without mention I was transferred to a representative Ed in Salt Lake City, UT. Again Deltas inefficient, slow and inconvenient process I had to explain the situation all over. Ed was finally able to confirm a direct flight 3020 from Detroit to Rochester.


My husband and I proceeded to try and sleep on the airport floor, but to no avail. It was cold, noisy, and bright. Not to mention when we did arrive in Rochester we had not eaten a meal in more than 12 hours. I consider this a great inconvenience. Because of Delta we took a monetary loss, my husband missed a day of work.

What are the things we want to happen that will address our complaintfor our loss of $623.20: Reimbursement or refund cost of return flight for us both from Jacksonville $298.20 including cost of return baggage fee $25 – total refund $323.20. Compensation – for no passenger paid hotels voucher $100 night Compensation- for day of missed work $200

NOW THIS IS FUNNY! DELTA's RESPONSE
Thank you for contacting us regarding a refund. We appreciate the opportunity to review your request. In regards to the other issues you described, please know they will be handled to conclusion by our Customer Care team. I have forwarded your communication to them and they will respond to you directly. I apologize that I am unable to assist with this matter. OMG - Delta passing the responsibility is like playing duck duck goose.
Your business is valued and very important to us. We hope you will continue to choose Delta Air Lines, our SkyTeam partners, and our Delta Connection Carriers for your future air travel needs. Sincerely, Sylvia Johnson Representative, Passenger Refunds Delta Air Lines

IT GETS BETTER!!!!!!! within 2 hours today we get another email: Dear Mr.____:Thank you for sharing your concerns regarding the service received while traveling with us. On behalf of Delta Air Lines and Delta Connection carrier Comair Airlines, I sincerely apologize for our flight Cancellation. I understand the inconvenience you and your wife experienced when your
plans were disrupted due to the cancellation of our flight for weather related condition. I am truly sorry your travel was adversely affected. Additionally, please allow me to explain that when a passenger’s travel is disrupted due to a flight irregularity, it is our endeavor to book
you on the next available Delta coded flight. I recognize you were not satisfied with the alternate flight arrangements that were made in this case as you reached later then expected.

Further, I am sorry for the incident you described. As our customer, you are in the best position to point out areas that need attention as our goal is to provide accurate information and pleasant customer service to our passenger's. I was concerned to know that you were not provided with blanket since the door was open and cool breeze rushing in. After reading your remarks, I certainly understand why you wanted to bring this matter to our attention. I regret you did not receive the service you expected and should have received, as we expect our team
members to be helpful and professional at all times. Moreover, I understand your frustration since you and your wife were without meal for several hours and you also missed a day of work. Also, I understand your time is valuable, and operating on schedule is equally important to us. When a flight is delayed or cancelled due to weather, as was the case with your flight, it is being done for the safety of all passengers. Since these disruptions are beyond our control, we do not provide compensation or amenities, such as meals or lodging. I am truly sorry to disappoint you, as I am sure this is not the answer you expected.

Mr.____, as a valued Delta SkyMiles member, you are an integral part of our customer base and we are always interested in your feedback. Thank you for taking the time to write about your flight disruption. We deeply value your business and look forward to serving you in the near future. Sincerely, Nelson M. Wade Coordinator, Corporate Customer Care
Delta Air Lines

Disappointment, I did not even mention the luggage was missing in another city for a day. I did not mention other people who are preferred were able to obtain hotel accommodations.

I will not be surprised, if someday soon DELTA declares bankruptcy, with customer service like this, who would want to fly DELTA???