[JudeMorrow]

On October 10, 2010 I went to Delta.com to book two round trip tickets from Jacksonville, FL to New Orleans, LA. I had a portion of a Delta voucher ($292.40) left from a business trip where I changed my plans to assist Delta with an overbooked situation. The website stated that I could choose my flight, apply the voucher amount and then the remainder would be charged to my credit card. I chose two passengers, entered the names and other information and then attempted to book each ticket at the $178.00 price point. At this point, the system froze so I called Delta reservations. Delta reservations would not assist me unless I agreed to pay $25/ticket and the delta reservations agent rudely transferred me to online support after I asked to speak with her supervisor. At online support, I got Shaday who suggested that we back out of the screens reenter the information and book the tickets individually against the voucher. I followed those instructions and when I came back into the system the only price point was $331 per ticket. When I told Shaday that I wanted my original price point, Shaday stated that she could not change, modify or honor the $178 even though she told me to back out of the website where I had the tickets held. When asked to speak with a supervisor she transferred me to Shakera. Shakera stated that this was a known bug on the Delta.com reservation system, and I would have to go back into the system and book the tickets against the voucher individually. I told her that I could handle the reservation but I wanted the original $178 price point. She also told me that she could not help and I would have to pay the $331 per ticket. I then complained, asked for her supervisor and she hung up.

On Tuesday, October 12, 2010, I called Delta reservations to explain the situation. I spoke with Jeff who was very helpful and stated that Customer Care could help me with the situation. He then gave me the phone number (404) 773-0305. I then called customer care who told me that only reservations could help me with the situation. Upon calling reservations once more, I was told that until a ticket was booked I had no price guarantee even if there was a known bug in the system. They offered to transfer me to online support. I then told them to just forget it altogether.

I travel on business 2-3 weeks per month and although I try to use Delta most often, I must sometimes use other airlines depending on where I am traveling and price point. Delta has always been the first choice, but this is the worst customer service that I have ever received from any airline, and I have been traveling for years. No department was able help me, and most departments didn't even know where I should go for help. There was an known bug in the system and online support still refused give me my original price point. This is the end for me flying Delta. Unfortunately, I can't say that I will never fly Delta, but Delta will be my LAST Choice as opposed to my first choice. I will only fly Delta when absolutely necessary. I will also be reporting this incident to the Coalition for Airline Passengers Bill of Rights and informing my congressman that this is why airline mergers that create these very large airlines should be reviewed more closely because they allow airlines to take advantage of consumers. I also intend to blog about this on every airline complaint site I can find.

This is unacceptable treatment of someone that has been flying Delta, has been a past Crown Room member and has been a loyal customer.

This is also a terrible way to run a business. I am currently in process of booking tickets to Los Angeles, Charlotte, New York, Detroit, and Chicago by the year-end, and I am happy to say that after the research I have done thus far, it appears that I will not be forced to use Delta for any of these trips. I am sure that such a small amount of lost revenue doesn't matter to Delta but after enough customers are treated in this manner maybe someone will start to take notice.
If Delta treats their loyal business travelers in this manner, I really feel sorry for leisure travelers. Avoid Delta like the plague.

[jimworcs]

This is how monopolies behave when they get "anti-trust" immunity and emerge from bankruptcy. The only way to change this behaviour is to do what you are doing... stop flying with them. Soon Delta will face some real competition from SWA.. and hopefully this will have some impact. Delta's attitude towards passengers is one of contempt