[SadButTrue]

I just got off the phone with Delta Customer Service. I think I need to redefine Customer Service. One thing is for sure, that was my last reservation with Delta - ever!
I booked the flight for my parents as my wife was awaiting our first baby. Unfortunately things didn't go that well. My wife and my son ended up in the ER and later in the NICU. But, that's not the end. Sometimes life is really testing you. My grandma had to be administered to the hospital in Germany as she had a heart attack. In addition she now is completely confused as she suffers from severe Alzheimers and doesn't know where she is.
So as I try to make changes to my parents flights I was told that the tickets we have are non-refundable and changes are not permitted. The female Seattle Customer Care Supervisor told me that THESE ARE THE RULES - NO EXCEPTIONS. Even though that (as probably most Americans) we don't have any health insurance we are now stuck with a $$$$$ bill (what certainly is our fault), Delta is not willed to make any changes but told us to book a complete new flight. Shame on you Delta. This is not the way to show. Especially not for a huge company like Delta. Stone Cold and no heart. It's sad to see how some companies do business these days.

[jimworcs]

You will get a load of responses from people explaining why this is ok... but the truth is, you are asking for some compassion. All these people who defend all these rules are frankly heartless. Delta is one of the worst.. you should never use them. Perhaps Alaska Airlines, or someone of that ilk would have been better.

[stevicus]

I could never understand this intransigent, mindless adherence to rules. I used to work at a customer service job (not an airline), but I hated it because of these ridiculous policies and procedures. Sometimes, you just have to bend the rules and improvise in situations that the company executives didn't anticipate.

THESE ARE THE RULES - NO EXCEPTIONS.

The "rules" here are totally in the company's domain, so it's their rules, and what this means is that "We're going to keep your money just because we can." That's the rule here, not unlike the Ferengi Rules of Acquisition:

"Rule One: Once you have their money, never give it back." That's the rule, no exceptions.

It's a pity that airlines aren't run like other businesses, such as restaurants, where you pay AFTER the service has been delivered.

[Nisreen]

I had booked a flight to Dubai on KLM website to depart on Aug 11th.Unfortunatley my dad was admitted to ICU on Aug 6th so had to change my flight.I phoned Delta and Klm and was advised that to change the flight there was a $200.00 penalty and the fare would be 1777.00 from 1366.00 that I had originally paid.The 200.00 would be refunded when I provided proof from the hopsital.When I pinted my tickets out on Sunday before departing I had been charged 3017.00.At the airport (cos by now all the offices were closed) the agent spent 2 hours trying to contact different depts and made notes as she said an error had been made and I should be refunded that amount.I was advised to speak to their offices in amsterdam and dubai which I did and then advised that I had to deal with Delta directly.Since then I have been in contact via email with them but to no avail.Their standard response is that no error was made.I am frustrated as had I been advised would have purchased a new ticket Any suggestions or ideas as how to proceed.I have contacted visa and informed that of this but have had to pay upfront.
Never fly Delta again-KLM used to be amazing until they joined with Delta.

[Terry Crellin]

I too use to be a Delta user until a incident the end of June. My daughter had a round trip ticket fron Atlanta to Peoria ($350) had to cancel the return flight ($50 refund) then booked a trip from Bloomington Il to Atlanta,1 hour 45 min trip, 530 miles, cost was $822 but where else could I fly to for that bargin price. Air Tran only costs $360 but I guess they want my business Having unregulated fares makes it easy for price gouging. Customer Service would even discuss this. Don't fly Delta they are just looking out for themselves and not thier customers

[jimworcs]

This is what happens when the DOT approves mega-mergers. Delta was bad before (indeed so badly managed, they went bankrupt); then they were allowed to take over Northwest and they are not beyond redemption. They are arrogant, anti-customer and their staff are totally disempowered to provide any solutions to the problems faced by the customers. Sadly, not having learned from the experience another monopolisitc monolith is about to be created... goodbye Continental, hello the horror story that will be the new, aggressive United.

[NewJerseyDevils]

Originally Posted by SadButTrue

I just got off the phone with Delta Customer Service. I think I need to redefine Customer Service. One thing is for sure, that was my last reservation with Delta - ever!
I booked the flight for my parents as my wife was awaiting our first baby. Unfortunately things didn't go that well. My wife and my son ended up in the ER and later in the NICU. But, that's not the end. Sometimes life is really testing you. My grandma had to be administered to the hospital in Germany as she had a heart attack. In addition she now is completely confused as she suffers from severe Alzheimers and doesn't know where she is.
So as I try to make changes to my parents flights I was told that the tickets we have are non-refundable and changes are not permitted. The female Seattle Customer Care Supervisor told me that THESE ARE THE RULES - NO EXCEPTIONS. Even though that (as probably most Americans) we don't have any health insurance we are now stuck with a $$$$$ bill (what certainly is our fault), Delta is not willed to make any changes but told us to book a complete new flight. Shame on you Delta. This is not the way to show. Especially not for a huge company like Delta. Stone Cold and no heart. It's sad to see how some companies do business these days.

I hear you about big business being stone cold and no heart. My health insurance has gone up $2500 this year to pay for Obamacare. Since my Husband is a UK citizen living in the US that's going to be an additional $350 to Uncle Sam to fund health care. No vacation for us this year.