[jafoinwf]

While enduring a mechanical delay, I experienced hostility and rudeness from a Comair representative. She was nasty to me when I tried to converse with her about the delayed situation. I asked for a manager or supervisor and she told me there was not one onsite and I was not going to be allowed to talk to one. I then inquired about the status our delayed flight. The response was with a waving finger and "I ain't talking to you no more." I stepped back to my seat to get my Skymiles card and I began to call the 800 number. Right after me, I saw and heard another customer approach the representative and also encounter rudeness. That female customer yelled at the representative that she "...was an awful person!". At this point, I loudly remarked that with the skillset she has she should be working at McDonalds. At this point, I was sitting down calling the 800 number and was approximately 10-15 feet away.

At that point, she called security even though I was never indicated any threat. I was only commenting on her poor customer service. When security did arrive, a Comair manager appeared as well (magically). At that time, I advised him of his employees rudeness and unwillingness to do her job. That manager was told by no less than 5 other persons that the representative was rude to them as well.

I was quickly placed on an AA flight even though the Comair representative had previously told everyone that nothing was available from any airline. Security quickly left when they realized there was no reason for them being called. When that AA flight took off, there were 15 (I counted) seats empty but there were persons from my original Delta flight still waiting in the airport. That was 5.5 hours after the original flight was due to take off.

I have to say that I am vastly impressed with the US airlines safety record. But the customer service is awful. Mechanical delays are usually not avoidable but representative's poor attitudes are. I was firm but cordial with both the manager and the gate representative. Her reaction was inexcusable and her attempt to intimidate me with police was as if we are in a police state. I actually was the calm one in the conversation.

So, the questions that need to be answered here are:

1.) Is is Delta or Comair's SOP to call security as an escalation process for poor customer service?

2.) Why is it not Delta/Comair SOP to rebook with confirmed seats on other flights both on Delta and with other airlines in event of a mechanical delay? Many other passengers commented to me and to the supervisor that it should have not taken this debacle to get a seat on another airline.

3.) When will Delta step forward and accept the passenger bill of rights? As it is, Delta is allowed by law to detain and treat paying customer pretty much any poor way the local representative is in the mood for.