[OlegA]

I do not remember ever taking that much time to bother with customer service issue. But this one is truly special. I was humiliated.


Copying here my letter to Delta service:

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To whom it may concern:

My name is Oleg . I tend to choose Delta for most of my flying. I am happy that while usually offering competitive price, and servicing many destinations, your customer service has improved in recent years. My friends and I, who were terrified of flying this airline before because of horrible service, lost luggage, bad food, are slowly coming around. Delta seems to have been making an effort to change.

This makes my experience today even more frustrating. I arrived to JFK approximately 4:10 pm on Sept. 29, for 6:05pm flight to Milan, with final destination being Moscow. I struggled for a few minutes with check in computers, which could not find my flight. According to reservation it is AirItalia – serviced by Delta. I then joined an endless check in line, and waited, until I realized that I am now in danger of missing the flight. That was about 90 minutes before scheduled departure. The person I turned to, responded that I must stay in line and I WILL PROBABLY MISS MY FLIGHT. I could not agree with such turn of events and went to seek help from another representative. After unsuccessfully trying to check me in at the self service computer once again, she directed me back, this time to the front of the line. I got to service counter, where I was informed that my bag was overweight by 6lb, and I owe Delta $150 for that. I asked to give me a chance to take books out of my bag (which was still on the counter in front of me). There were several books there. I could easily transfer them to my back pack in a couple of minutes or so. The same pessimistic representative that I met before intervened, and said that I cannot take contents from the bag or remove bag from this counter, because, once again I WILL LMISS MY FLIGHT. Threatened to MISS MY FLIGHT - I paid. It was 4:45pm. About 20 minutes before the flight would have been considered closed according to Delta rules. Why then could I not take my books out?? There still appeared to be sufficient time?

The whole situation with me and others was reminiscent of an army line up composed of Delta customers – fully at the disposal of above mentioned representative – “Got ya people. Now you are mine!”. I asked for his name. He did not care to stop and give me definitive answer. It is either Eddy or Andy (no employee number or last name). His reply: “THAT IS THE NAME HE GOES BY, AND THAT IS ALL HE CAN HELP ME WITH”).

It has been a while since I experienced such a steep rise in blood pressure. I’ll tell you – can not afford another one. Also I am disappointed. Maybe you could help to clarify the situation:

1. Why the person I have met did not appear to have slightest interest in making things better for me? I, others on that line - was frustrated. He kept telling people that they will be late, instead of helping them to be on time (I took a plane countless times. I have seen airlines in long line situations sort customers according to priorities – making sure everyone can register on time). Why would you allow someone like that to handle your passengers?

2. When I asked if I could take an item out of the bag – there was still at least 20 minutes remaining to cut- off time. I only needed 2 minutes. Why I was not allowed to do that? I could also take the bag to curb side check in – it turned out it was available. Why not? There were options, but not in the Delta army created out of Eddy’s passengers. I do not believe Delta used sound judgment here.

I want to ask to please return my money if possible.

Regards,
Oleg
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Meet Michelle....

You know the more I interact with Delta the more I realize that its probably best not to bother. Every new experience is even more choking then the one before that.

Following up on the post above, just hang up with their customer service. No, wait, DELTA CUSTOMER SERVICE ACTUALLY HANG UP ON ME! I have met Michelle - customer service manager. Its hard to describe what really happened, but what I just went through seemed to violate every principle of tact, human communication standards and customer relationships I was aware of. Basically Michelle told me that not only DELTA IS NOT INTERESTED IN MY COMPLAINTS, but I am dead wrong by very fact of making a call and trying to find the truth!! Then Michele told me that she has nothing else to say and well.. hang up on me. Wishing to have a nice day.

People.. if you heard the conversation - you would not have believed it.

[jimworcs]

I am afraid I would believe it.. it is all too familiar.. you've been Delta'd.. next time avoid US abased airlines for international travel.. THEY ARE APPALLING.

[Butch Cassidy Slept Here]

OlegA wrote...

if you heard the conversation - you would not have believed it

It would be interesting to see if these arrogant airlines would be so dismissive if phone conversations with customers found their way into an internet posting. Some states only require ONE party to the conversation to be aware that the call is being recorded for the recording to be lawful. New Jersey and Wyoming are two such states where this rule applies.

Stand-by for the "threats" from the "airline lawyers" (sympathizers, et al) on this board.

[Silent Bob]

I checked Delta's Baggage weight allowance and WOW it is 150 for a bag that's between 51 - 70 lbs!!!! That's ridiculous!!!! I would have removed the items anyway, forget what they said about not letting you do it, I would not have paid. That's too much money, where as most airlines only charge 50 bucks. I'd rather pay that than 150... then again elite status means I don't pay regardless, but wow!!!!

You'd be better off writing a letter to Delta's complaint expressing your concerns about check in, about not being allowed to repack, and also the awful service you received from the call center. Try to keep the anger out of it, they may offer you a voucher for future travel equivelant to what you paid for the overweight bag fee, but if your are persistent they may refund the money, but its highly unlikely.

WOW!!! Just WOW!!!

[jimworcs]

Bob,
That reply was bordering on the sympathetic towards the customer... have you come off your pills?

[Silent Bob]

Never touch the pills, not even at my old age. Wine will do me just fine thank you. And its still too early for that even. I'll be damn if I'm going to waste a glass of port in the afternoon. And i'll be damned if I ever give the airlines 150 dollars for an overweight bag between 51 and 70 lbs. Outrageous!

[Butch Cassidy Slept Here]

Silent Bob wrote...

i'll be damned if I ever give the airlines 150 dollars for an overweight bag

I won't argue the point that this is an outrageous charge. Unfortunately, for overseas travel, I believe this type of charge is typical, not the exception. I once paid Lufthansa about that much for excess baggage. Still, the cost of shipping your bags ahead (by UPS or Fedex) is, to my understanding, even higher (for overseas, rather than domestic.)

[jimworcs]

You got that right.. I shipped a parcel full of Christmas presents from Shropshire to Paris today. That is a total of 420 miles, and it weighed 4kgs. It cost $80 (£50). Outrageous!

[The_Judge]

I remember overweight bags being charged 3X the fee to certain destinations and sometimes that fee was 110-150 usd. So, for example you had an overweight bag that was also an extra piece to lets say MNL...the charge was 150x3 (450usd) for overweight and 150 for an extra piece. And the kicker, MNL excess piece bags went to NRT and were hauled down 2-3 times a week on a freighter. So you didn't even get it when you arrived in MNL after paying at least 150 bucks, maybe more. This is an extreme example but none the less, shows the audacity(sp?) of these thugs.