[bettse]

1 - establish a policy to page customers (maybe they are in security) - hey Delta - the other airlines do this!

2 - hire better people for Customer Service for their phone line and give them counseling if they can't control their snide remarks to innocent passengers

3 - have a policy to assist passengers when a flight is missed regardless o whose fault it is. Other airlines don't offer to put you on the next flight for a hefty fee (as happened to me), they do it for free. Also, how about standby - other airlines do this.

4 - establish a policy whereby internet and counter prices are the same.

5 - don't let the airplane leave the gate 10 minutes before the flight when there are checked in passengers that aren't on board.

6 - take is seriously when dissatisfied customers tell you that they won't ever fly your airline again - even with vouchers.

[DL1]

1 - establish a policy to page customers (maybe they are in security) - hey Delta - the other airlines do this!

This is a standard practice for all airlines, if the lack of it caused you an inconvenience then tell an agent, or preferably a supervisor if available but during a reasonable time (don't stop traffic at the gate during boarding) even if that happens to be at the end of your journey. these types of things are covered in briefings.

2 - hire better people for Customer Service for their phone line and give them counseling if they can't control their snide remarks to innocent passengers

Unfortunatly this is cost saving measure. It may seem like you pay a lot for tickets, but in all honesty the prices haven't changed in 20 years, and inflation certainly has. Until the industry can recover it mostly won't be possible to afford US wages for the numbers of call centers airline call volume requires.

3 - have a policy to assist passengers when a flight is missed regardless o whose fault it is. Other airlines don't offer to put you on the next flight for a hefty fee (as happened to me), they do it for free. Also, how about standby - other airlines do this.

Some airlines may not charge you, but instead place you on the standby list, in most cases get on a later flight isn't a problem given that, but on a busy day you could find yourself stuck in a city all day. What Delta does is confirm you for the next available flight. It not only assures you that you'll get on, but it will probably remind you that next time you fly that you should probably give yourself a little more time.

4 - establish a policy whereby internet and counter prices are the same.

The internet helps Delta to reduce the amount of traffic at the front-line ticketing office (aka the ticket counter) and therefore allows them to expedite the process of checking in traveling customers. The cheaper fairs are there to encourage customers to use that method. The only result of making both the same would be for the online fairs to be the same as the others, and the cost saving to the customers would be gone. Delta is making strides to improve the online experience, including making vouchers issued after March of this year useable online for those cheaper fairs.

5 - don't let the airplane leave the gate 10 minutes before the flight when there are checked in passengers that aren't on board.

At 10 minutes prior to departure the boarding process is supposed to be done. At the time of departure the aircraft should be pushed back from the gate. This is time needed for final paper work to be run and reviewed by the flight crew. That's why the policy states that the passenger needs to be at the gate at least 15 minutes prior to departure.

6 - take is seriously when dissatisfied customers tell you that they won't ever fly your airline again - even with vouchers.

Airlines take matters with customers seriously, but by the same token there is a limit to what can be done. They understand that the customer is upset when they are inconvenienced, but an upset customer often won't be satisfied, regardless of measures taken. Delta hopes customers understand the volitile situation the industry is in as a whole, and can see how Delta is working to improve operations, and quality of service

[taken by delta]

1) Don't overbook flights, when you know you can't handle the overflow.

2)Don't leave paying customes in a hotel for 12 hours, because you can't manage the Pilots and flight scheduals.

3) get your airport staff some couseling, as 50% of the ones we delt with on our flights were rude, mean spirited people who should find a job doing something else other than working with the public, as it is apparent they want to be doing somethig else.

4) When you have made an error that costs the consumer money, Don't blow them off.

5) We are paying customers, treat us as such. we pay for a service, and from what i've seen you shold reimburse customers for losses that you create.

[DL1]

Originally Posted by taken by delta

1) Don't overbook flights, when you know you can't handle the overflow.

Aircraft only run on an across the board average of 85% capacity at best. Without overbooking they could run at as much as 7% less. At the end of the day all airlines are for profit companies, which is why all airlines have overbooking policies. In most cases it works out, but not all. The best thing the passenger can do is be vigilant, plan seating in advance and check in early.

2)Don't leave paying customes in a hotel for 12 hours, because you can't manage the Pilots and flight scheduals.

Flight hours for crews are mandated by the government (FAA). For your safety they are not able to fly the aircraft if they "time out" every effort is made to ensure crews can complete their shift, but not everything can be accounted for, as can be said for any aspect of life.

3) get your airport staff some couseling, as 50% of the ones we delt with on our flights were rude, mean spirited people who should find a job doing something else other than working with the public, as it is apparent they want to be doing somethig else.

The best thing you can do is write a letter. They're read I can assure and passed on to proper management. The job isn't for everyone, and not everyone has the best day every day, can be said for any profession regardless of field.

4) When you have made an error that costs the consumer money, Don't blow them off.

Flying isn't a precision art, it has to be subject to all the flaws of a system, from weather to mechanical issues. When your car breaks down does the manufacturer pay you for lost time? My only advice would be to plan ahead, "Be Prepared" for you Boy Scouts out there. If a flight doesn't go ever it's only for your safety. It doesn't benefit the airline in any way to get you stuck somewhere.

5) We are paying customers, treat us as such. we pay for a service, and from what i've seen you shold reimburse customers for losses that you create.

If you had a bad experience from a customer service perspective then you are correct you should have been treated better, but that doesn't include service withheld for your safety. Keeping you safe is customer service, and blaming it on the will of the airline is not the proper approach. Our only goal is to get passengers to their destinations as quickly and safely as possible. Is it always fast, or pleasent? No... The same can be said of many things.

[cOLUMBO]

THE CUSTOMER SERVICE THAT DELTA NOW PROVIDES IS A DISGRACE TO THE PRE BANKRUPT DELTA. I HAD A 29 YEAR CAREER WITH DELTA AND THE CUSTOMER SERVICE WE PROVIDED WAS AMONG THE TOPS IN THE INDUSTRY. WE DID WHATEVER WE COULD DO TO SATISFY THE CUSTOMER TO ASSURE THAT HE WOULD WANT TO CONTINUE FLYING DELTA. THE NEW POLICY OF CHARGING $50.00 TO STANDBY FOR AN EARLIER FLIGHT THAT HAS A OPEN SEAT ON IT IS TOTAL NON PASSENGER SERVICE. DELTA NEEDS TO GET BACK TO REAL CUSTOMER SERVICE AND SATISFYING THE CUSTOMERS NEEDS INSTEAD OF TRYING TO GET EVERY NICKLE THEY CAN FROM THEM. TREAT THEM AS HUMAN BEINGS AND NOT CASH COWS AND THEY WILL RETURN AND THEY ALONE WILLL RETURN YOU INTO A PROFITABLE ENTITY.

[cortney]

i just flew delta. they dont charge $50 to fly stand by. they charge you $50 for a confirmed seat on the next flight. at least thats what it was for me on the kiosk

[cOLUMBO]

Originally Posted by cortney

i just flew delta. they dont charge $50 to fly stand by. they charge you $50 for a confirmed seat on the next flight. at least thats what it was for me on the kiosk

Which means there were open seats on it and you would have made it standby. They do charge you $50.00 to fly standby. Check it out.

[PHXFlyer]

Southwest doesn't allow standby at all unless you pay up to the full "walk-up" fare for the flight. That can easily be hundreds of dollars depending on how early you bough the ticket and the route. I don't see people on this board complaining about that. Yet Delta charges $50 for the convenience of same day flight changes and suddenly it's an evil anti-customer thing. Get over it people. If you wanted to fly earlier or later than why didn't you buy a ticket for the earlier/later flight to begin with? I'm guessing it's because that earlier or later flight was more expensive! Also Delta waives the $50 same-day change fee for it's Platinum SkyMiles members so if you want to have the flexibility of free same-day flight changes I suggest you glue your ass in an airline seat for 75,000 miles! Happy Flying.

[jimworcs]

Yeah, and they are supremely hypocritical. If you arrive early at the airport and ask to go standby for an earlier seat, then it costs the customer $50. They however routinely overbook seats. This is effectively selling to goods twice... it is outrageous and should be banned.

[DK8]

Well I'm going to be in a minority of one here - but I recently flew to NY on Delta - and both ways I managed to grab a bulkhead seat in coach - the price was very reasonable - and compared to trendier airlines like BA and Virgin the seat felt distinctly wider and less uncomfortable... rare for me not to want the head of the CEO on a pike for the quality of international flights in coach - but Delta more or less passed the audition - yes the food and inhouse was dire... but compared to a lousy cramped seat - that's smaller beer

[deltavictim]

With my recent problem, Delta has basically told me that my word (and my sisters and brother-in -law who witnessed the incident, counts for nothing. They will only take into account the notes placed on my file by the employee. The employee I am complaining about who has in addition to all the stressed and financial hardship he caused me, put lies in the file about the incident to cover himself. Delta has come back to me and said I should have spoken to his manager, but he refused very sternly to get a manager when I asked. I spent 10 minutes at the counter asking for a manager and trying to resolve the dispute to no avail. What more would Delta have liked me to have done? I had know choice but to leave the counter unsatisfied. If they sincerely believe that the only way to resolve a dispute at the airport when you are asked to pay a charge incorrectly is to speak to the manager then how can they hold customers responsible when they are refused this right repeatedly? I've looked in other forums, I'm not the only one this has happened to.

[Silent Bob]

DV, you should have started a new article rather than tack onto an old one. But you also need more details as to what "exactly" happened.

[PHXFlyer]

Originally Posted by Silent Bob

DV, you should have started a new article rather than tack onto an old one. But you also need more details as to what "exactly" happened.

I'm assuming "DV" is referring to this post.

[mars6423]

(jim) haha yeah i know Singapore Airlines lost money, but than again who hasnt?

At least with them you don't need to worry about many of the problems with other airlines, such as rude flight attendants, "drunk" employees, etc

[The_Judge]

Bad analogy. You would not only get to see Rufus Wainwright (albeit the next show, not the next day normally) you would also be entitled to back stage passes. You would not be given tickets to another performer (although I wouldn't mind seeing Miss Spears in a private setting)

My point is you still get to your final destination, a bit later, with compensation.

[jimworcs]

Fat lot of good that will do you... if you were going to a wedding, christening, funeral, meeting, etc... (the usual litany of important things that people travel for).

Is Britney your type? I would have thought Hyori Lee was more you thing!

[mars6423]

jim jim jim, re-regulation will NOT solve the cures of the airline industry, its an industry that no matter what will be flawed and people will not ever be satisfied with it

re-regulation would create more of a monopoly than deregulation, it would give the strong more and the weak less, the empolyees will be the same and you will get the same responses from them (rude FA, unhelpful disrespectful check-in agents, so on) the policies and rules may change but even with regulation will still be in favor of the airlines, and wont improve anything, theres a bunch more

total de-reg and regulation are not the way too go, however i believe everyone agress that things need to change, but there are losses either way you go and the initial step may be a big one that will only create more havoc and chaos which will disrupt everything


yeah we all know that there are lobbyists (ehat industry doesn't) and they pay politiceans, but i believe that there are smart politiceans for the most part that see this and will try to do something about it..........granted that the politiceans aren't from here in nj or from illinois (i believe i heard a stat that your twice as likely to be caught in a scandle in office that could have them in jail than a murderer being caught)

on a side note, i hear that continental, american and delta are having peak day travel fees and may think about adding days to them (for example $50 the day after the superbowl)

[Butch Cassidy Slept Here]

Mars wrote...

re-regulation will NOT solve the (ills) cures of the airline industry

First, the only way there will be any meaningful reform in the domestic airline industry is through some catastrophic event possibly involving deaths or injuries. Otherwise I don't think there is the will, in Congress, to act.

The Air Transport Association needs to abandon its fantasy that the status quo can be sustained until such time (5 to 10 years, or more?) as a major overhaul of the air traffic control system is complete. Some of the nation's major airports, such as New York--LaGuardia and Atlanta, simply have too many flights crammed into time frames that are too short. The government needs to ration flights while insuring that all affected airlines bear the "pain" proportionately. Within such a reform mechinism the practice of gates being the "property" of a given airline would need to be abolished. Obviously the airlines would have to be compensated, through tax brakes or otherwise, for such a government "taking."

The public needs to understand, and accept, that meaningful airline reform will be a "back to the future" experience. $75 fares, from New York to Orlando, will be history and Greyhound will, once again, become the choice of those who can't afford the increased air fares. At a minimum, those who want to fly on the cheap would be relegated to using secondary airports and the inconvenience of extended ground transportation to and from.

[jimworcs]

mars.. your views are little surprising from someone who lauds Singapore. Singapore is one of the most regulated places on earth. So much so, even the press is regulated.

How regulation creates monopolies I don't know. Will regulation of the financial services industry create monopolies? There are loads of industries out there which are regulated.. and they are not monopolies.

Passing a regulation which prohibits overselling of seats. If they are worried about empty seats, they can have a concession. They can sell cheap "standby" seats which are released 15 minutes before departure.

[PHXFlyer]

Some hotels and car rental agencies overbook as well. Do you propose regulating those industries? Regulation isn't the answer to everything and overbooking in the airline industry isn't as big a problem as you make it out to be.

[jimworcs]

I have never heard of hotel or car rental overbooking... EVER. I have never been refused a room or a car when I book it. I have however, a number of times been denied boarding, or been on a flight where offers have been made to encourage passengers to disembark. Every time that has happened to me, I have been in the US.