[rmasthipur]

I was supposed to be on a DL 1002 rather than writing this Complaint, I checked in online for my flight 13 hrs before the scheduled departure of the flight at 2345 Hrs, but couldn't print my boarding pass as I didn't have access to a printer, so I arrived at 22:20 at the SLC airport and tried to print my Boarding pass at the Kiosk, it asked me to see an agent, and there where only 2 agents serving a queue of 25 customers, I was the 26th by the time my turn came apparently the agent couldn't print my boarding pass as the flight was full and was asking me to pay $150.00 to re book me on the next available flight, It was a shocker for me.

I was told that its my mistake as I was not prepared by printing my boarding pass at least an hour before the flight, and the only way to get on the next flight for me was to pay $150.00. I tried a lot explaining the agent that how I already checked in with an assigned seat(30E) and was at the airport standing in the queue for last 40 Mins. which was of no use, its a double wammy for me miss the flight and sit in the airport for 8 hrs to take the next flight + pay an additional 150.00 for re-booking.

I just wish some how Delta can pay me back my $150.00 - any suggestions ?

[The_Judge]

You won't get any help where you are. When you get to your destination, ask if they would be so kind as to print out your PNR (your reservation) and the history of it to show when you checked in. Your history will show that along with other actions such as cancelling your seat and it will all be timestamped. It will also have a record of you attempting to use the kiosk. Chances are more than great they won't give it to you but the reason I say to ask for it is when you write your letter to DL, they may not be able to access your record anymore. It'll be gone forever. With a hardcopy, it will be easier to plead your case.

[rmasthipur]

Thanks for the response Troy, no luck on getting the pnr printed from the agent at slc, I will try again in JFK. I am also planning on launching a complain with better business bureau.

Rohit

[The_Judge]

Forget the BBB. DOT will carry alot more weight. Link directly to them can be found on this site under 'Quick Links'

[jimworcs]

This is outrageous. You were checked in for the flight... and at the airport in sufficient time to get to a kiosk. I think you need to write this up to the DOT.. you were effectively denied boarding. The airline should be compensating you, not the other way round. Delta are really irredeemable. Change carriers.. they will never change.

[rmasthipur]

Guys, this is what I did and I got a refund for $150.00.. Read the Chain

Dear Mr. Rohit,
RE: Case Number 1047903
Thank you for your recent e-mail providing the document number. On behalf of Delta Air Lines, I appreciate the opportunity to respond to your concern.
Under circumstances when you were unable to print your boarding pass at the kiosk, I will be asking our colleagues in Passenger Refunds to issue the appropriate refund for document number 006-2922-296-828. The refund will be processed as follows.
- For cash or check payments, a check will be mailed approximately 30 business days after processing.
- Credit card refunds are electronically processed to the original form of payment approximately 7 business days after handling. It may take up to two billing cycles for the credit to appear on your statement.
Please allow the time frame designated above for the refund to process.
A refund status can be checked by calling 800-847-0578. You may also write to Passenger Refunds at the following address. We thank you for your patience while we process this request.
Delta Air Lines Passenger Refunds
PO Box 20537
Atlanta, GA 30320-2537
Mr. Masthipur, I hope I have been able to resolve any concerns you have about our service. As a valued SkyMiles member, your business is important to us and given the opportunity of serving you in the future, I am confident Delta will not only meet but exceed your expectations.
Sincerely,
Karren M. Fernandes
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines
Original Message Follows: ------------------------
Dear Karren,

Thank you for taking time in responding to my e-mail, I am attaching a receipt that the front desk agent gave me when he rebooked me, if the $150.00 showing in the receipt was not charged for rebooking then would appreciate if you can please let me know what exactly this $150.00 was charged for. Please do also let me know if you need any further information in regards to my travel experience, I would more than happy to provide it.

I love using Delta for my Travel needs especially work related as my new jobs requires me to Travel Between NYC and SLC very often, looking forward to a positive resolution on this issue.

Thank You
Rohit

From: Rohit
Sent: Friday, August 20, 2010 2:01 PM
To: Rohit [CCC-OT_IT]
Subject: Fwd: Re: Airport_Experience - Current and Future 1002 08/02/2010 (KMM2553735V27121L0KM)



Thanks,
Rohit
---------- Forwarded message ----------
From: "Delta Air Lines" <kana@delta.com>
Date: Aug 18, 2010 1:15 AM
Subject: Re: Airport_Experience - Current and Future 1002 08/02/2010
(KMM2553735V27121L0KM)
To: rohit
Dear Mr. XXXXXX,
RE: Case Number 1047903
Thank you for contacting us regarding the refund of the change fee. On behalf of Delta Air Lines, I appreciate the opportunity to respond to your request.
I can understand the disappointment you experienced when our airport agent was unable to print your boarding pass as your seat was sold to some one else and asked you to pay the change fee. However, our records indicate that you were not charged $150 change fee to rebook your flights. Respectfully, I must deny your refund request.
Mr. Masthipur, I want to thank you, again, for writing. As a valued SkyMiles member, your future business is important to us, and I hope you will continue to choose Delta for your air travel needs.
Sincerely,
Karren M. Fernandes
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines
Original Message Follows:
------------------------
PERSONAL INFORMATION:
Name:Rohit
Email Address : rohit
SkyMiles Number:XXXXXXXXX
COMMENT DETAILS:
Email about Past/Future travel: Current and Future Nature of Comment: Complaint Concern Email Pertaining to: Airport_Experience Email about Other topic:
Comments:
Dear Sir/Madam,
I have made my reservation(QFNAYI) on flight DL 1002 Flight flying from SLC to JFK at 2345 Hrs on Aug 02nd, I completed an online check in into the flight about 12-15 hrs before departure and was assigned a seat 30E, So I arrived at the SLC airport 55 Mins before Departure and tried to print my boarding card at the kayosk but was told to check with an agent and it took me 25 mins to reach an agent because of the people waiting in front of me, when I finally reached the agent, I was told by the agent that he does not have any authority to print the boarding pass as the flight was already over booked and my seat was sold to some one else and then the agent asked me to pay $150.00 to put me on the next flight, I did not have any choice but to pay him $150.00 to get on a next flight at 8:30 AM from SLC to JFK.
I totally understand the fact possibility of the flight being overbooked, but I could'nt understand Delta charging me an additional $150.00 to put me on the next flight, the agent also told me that he was helpless in the situation as the system does not allow him to book me on another flight with out paying the additional $150.00, all because I did not have the boarding card printed at home and had I have been at the gate, the gate agent would have actually not only rebooked me to a different flight free of charge but also would have payed me a for being flexable.
I just hope Delta help me resolve this situation and refund my $150.00 Would you like a reply to your e-mail?:yes
FLIGHT 1:
Flight Number : 1002
Date : 08/02/2010
Departure City : SLC
Ticket Number : 006-2331961650
FLIGHT 2:
Flight Number :
Date :
Departure City :
Ticket Number : 006-
BAGGAGE:
Baggage concern category:
Baggage Ref. # :
CONTACT INFORMATION:
Street Address :
City : South Jordan
State/Province : UT
Postal Code :
Country : US
Daytime Phone : XXXXXXX

[jimworcs]

Delta strikes again; this is not an example of Delta coming through and solving your problem. It is an example of Delta failing to help you first time, denying your request and hoping you would go away and only when you persisted, they finally did the right thing.

Dear Mr. XXXXXX,
RE: Case Number 1047903
Thank you for contacting us regarding the refund of the change fee. On behalf of Delta Air Lines, I appreciate the opportunity to respond to your request.
I can understand the disappointment you experienced when our airport agent was unable to print your boarding pass as your seat was sold to some one else and asked you to pay the change fee. However, our records indicate that you were not charged $150 change fee to rebook your flights. Respectfully, I must deny your refund request.
Mr. Masthipur, I want to thank you, again, for writing. As a valued SkyMiles member, your future business is important to us, and I hope you will continue to choose Delta for your air travel needs.
Sincerely,
Karren M. Fernandes
Coordinator, Customer Care
Delta Air Lines

So Karren M. Fernandes, how come your records indicated the customer did not pay the change fee? Could it be that you are a liar and that you didn't check your records. You simply tried to get the customer to go away. Only when he could prove he paid the fee, did you agree to the refund. No apology for your last misleading response, no any explanation what the rip off $150 charge was for.

Outrageous. I am putting Karren Fernandes in the Hall of Shame!!