[AADFW]

Originally Posted by BobTuba

Delta is saving money by not training their agents properly, their agents are giving people bad information, and then Delta is not standing behind what the agents tell consumers.

It's not just Delta. Many US airlines seem to have the same problem. With American, I've pretty much discovered that if you don't like the answer on a policy or fee, all you need to do is call back a few times and you'll get a different one. The same concept sometimes even applies to baggage fees at the airport. There are two problems: (1.) it's crazy how inadequate the training is for APO agents and telephone reservationists, and (2.) all the rules have become so complex and convoluted that even if agents WERE properly trained they'd never be able to keep track of everything. The US airline industry needs a major business model overhaul. Personally, I think allowing foreign competition is the only way that's ever going to happen.