[Shah69]

To whom it may concern:
I am writing this letter to 1) file a complaint against an extremely rude customer service representative who hung up the phone on me, 2) request that the correct name be placed on this reservation and 3) request compensation for my troubles with Delta's customer service. My son used my Delta Skymiles account for award travel coming up in a month (confirmation number EBCONP). On December 4th, he called to make this reservation and mentioned from the very beginning that he will be the passenger (Giri Shah) using my Skymiles account (Mailesh Shah). The ticket was incorrectly issued under my name. On January 30th, he called to make a date change and again mentioned that his name is Giri Shah and is the person traveling. At that time, we weren't contesting the $75 change fee because we had to make a date change anyway. The name correction and date change could have been done at this juncture by this representative; however the ticket was once again issued incorrectly.

The only reason we realized this is because the incorrect name was displayed when the $75 transaction fee showed up on our American Express card statement. Upon seeing this, we had to call Delta again (the 5th time). We told them they had made a mistake. First I spoke with Carol Thomas, a customer service representative who was extremely rude and not helpful saying there was no way she would help me and that I couldn't speak with a manager. Then we called customer service again. The second customer service representative from Montreal was not listening to my concerns at all and had the audacity to hang up the phone on us.

At this point, I would like to file a complaint against this representative because she was once again really rude; hanging up the phone on a customer no matter what the circumstances is an unacceptable business practice. As a customer service representative, it is your duty to be helpful and patient with the customer and this person clearly was neither of these. In addition, this ticket was issued incorrectly and every time I called Delta, they mentioned the same thing; that I need to make this change and pay the $75 change fee. I am not going to pay this change fee for something that is Delta's fault and has been brought up in each conversation with customer service (all 6 times) that Giri Shah is the passenger in all of the phone calls made to Delta.

To get this matter escalated, I have been asked to email Delta corporate customer service to have this issue brought up and resolved and also to file a complaint against the customer service representative who hung up the phone on us. My email address is anujmshah@gmail.com and my cell phone is (201) 336-4707. Please respond back quickly so this issue can be resolved promptly.

Lastly, if you review your records, my son Giri was told that he could not do this transaction over the phone and had to be done in person. He had called twice or three times about this. He mentioned that he was abroad in Seville, Spain and had no access to a Delta ticket counter. He had then mentioned that he can get my other son to go in person and complete this transaction for me. However when he had called Delta, they allowed him to complete this transaction over the phone for the $75 change fee. Why did two representatives provide him with inaccurate information?

This type of unhelpful and inconsistent customer service is unacceptable and I demand that I be compensated for my troubles or else I will no longer keep my Delta Sky Miles credit card and will take my complaint to the Better Business Bureau, the DOT's Aviation Consumer Protection Division (ACPD), www.airlinecomplaints.org, and any other organization willing to resolve my complaint.

Sincerely,
Mailesh Shah

[jillbca]

Hello,

Did you ever figure out how to file a complaint against Delta Sky Miles with the BBB? I have had the WORST experience with them and want to do the same.

Any information is appreciated.

Gillian Schaefer