[Robsun]

I am currently visiting Cancun Mexico, and need to return early to the U.S. I have flights with two airlines, so knew that I would have to coordinate the changes. I contacted Delta first, who told me it would be $150 to change to the date I wanted. I said, ok, I will see how much it is to change the other flight. I contacted the second airline, and changed my flight for $80. I then called Delta back, who now said it would be $150 plus a fare change... to make it more than $500!!! I have complained but now they only repeat that it costs $150 plus any fare change. They apparently do not care that their representative said otherwise, that I counted on that, and that now I am in the worst scenario position...with only part of my flights changed. By the way, I have not had many experiences with Delta, but so far, all of them have had problems.

[BKK_FLYER]

Hi,

I'd agree.. IF in fact, the first agent ONLY mentioned the $150 change fee.. but did NOT/failed to ALSO mention the difference in fare (if any) then I think they should honor that..

However, if it was mentioned, but somehow you didn't catch it or the like, then I think DL's position would be better justified.. I wasn't on the phone to hear the conversation, but I do think that both scenarios are possibilities.. The first scenario being the first DL agent flat out didn't mention it... and second scenario is that the DL agent did mention it, but somehow that information was missed by the OP, or there was some confusion between the two parties, etc..

I can easily see both situations occurring..

Again, I think this all boils down to a classic case of "he said, she said" and should be remedied based on fact-- who really did say what, to whom and when. That to me would be the most fair and accurate way to remedy this.

[Robsun]

1) I am an attorney. I have been trained to pay careful attention to what people say. If you think about what attorneys do - write contracts, listen to court testimony, you will understand. The first rep clearly said that it would cost $150 to change my ticket. Period.

2) Even if this were not true, I discussed a particular flight with the rep I spoke with. That is, we did not discuss Delta's policy about flight changes, but spoke about the price of a particular flight on a particular date. Again, the price she stated was $150.

I am outraged about the poor quality of Delta's customer service as well as its lack of integrity. In 35 years of travel, I have never experienced anything like this with an American airline. As I mentioned, based on what Delta told me, I changed the first leg my flight, and am now stuck with one part changed, one part unchanged. I do not and will not recommend Delta to anyone!

[The_Judge]

I am in no way whatsoever defending the practice of how the airlines charge for changes but I find it shocking that in 35 years of travel, you have never been charged the change in ticket fare in addition to the required change fee. That is standard practice for just about ALL U.S carriers. Southwest being the only exception, I believe.

[Robsun]

Again, we did not discuss the policy; I simply asked how much it would be too change. I KNOW that airlines charge a fee (used to be $25) and there is some times (not always) a change because of fare increase. I asked how much it would be to change. When I was told $150, that could mean either that that was the change fee and there was no fare increase, or that was the change fee and included the fare increase. I will point out again that the other airline I had to deal with told me that it would be $80 to change, and that was that. In 35 years of travel, yes, in the U.S., only Delta has first told me one price and have it be false.

[jimworcs]

Without a doubt, Delta are a pisspoor airline. The fee structures the airlines have adopted are designed to confuse and obfiscate. The whole point of unbundling fares, creating fees etc, is to allow the arline to mslead the customer into thnking the fare will be lower than it is. Switching to anther carrier is the only thing you can do.

As an attorney, do you know if you have a legal right to demand a copy or transcript of the call, as you would in the UK? If so, get one ad take it to small claims. That might help them to pay attention to the training of ther staff.