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Originally Posted by jimworcs
I think you are missing the fundamental point. It is obvious to anyone with an ounce of common sense that these tickets were linked. The fact that they were not linked on Delta's computer means that more junior employees probably don't have the discretion to help him out. He however spoke to a number of supervisors who failed to exercise any discretion and realise that his losses were consequential losses as a result of problems which were in the control of Delta. I really hope he took this to Small Claims Court, because I do not believe that any judge would find in Delta's favour in this matter.
In this case, Delta is seeking to rely on rules which are patently unfair in this particular circumstance. The fact that a number of supervisors reviewed this and refused to take any action speaks volumes about the cynical attitude towards customers that is pervasive in this airline. Hopefully it will go to the wall.
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Delta.com allows one to book an "open jaw" itinerary on it's website and therefore the whole itinerary would be "protected" by any cancellations anywhere along the route. I have done so myself a couple of times. Phoenix to Boston and then New York back to Phoenix where I've taken Amtrak between Boston and New York. If my Phoenix to Boston were cancelled I would be assured that the New York to Phoenix part of the ticket would be treated under the same re-accomodation. Booking two separate tickets isn't practical in this situation. If I merely had a one-way from New York to Phoenix they are expecting me to originate from New York regardless of what happened on prior itineraries.