Delta Airs Absurdly Poor Customer Service
Good Morning this is Delta Airlines Customer Service,
How about we start off your morning revoking your voucher that you paid
for, then insinuating that you are trying to cheat the system and
calling you stupid for thinking we would have a process that every other
Delta employee has told you about and appears on my computer screen.
Lets toss in some questioning about your feminine name and deep voice
which shows me you are trying to lie again, this time about your gender
and who you are. Ok now back to my coffee, job well done and $400
nicely stolen from a loyal customer.
Me: Huh?!! I can assure you that I am a male sir, I am not dumb, that I
did pay for that voucher and despite your "years" of service that at
least has been the process.
What does shock and dismay me is that
Delta's customer service has crumbled this far and that you have had
your job for "years" telling customers they are liars right down to
questioning their ethics and gender. Forget the face I was trying to purchase a $1400 plane ticket and you probably just flushed the extra grand down the drain.
Thats ok, I will nicely hang up with you and take my case to Delta and
social media. I love that we are no longer bound by 1-on-1
conversations with big faceless corporations.
If only I had musical talent I'd write a follow-up song called "United breaks guitars and
Delta questions the gender you are".
Its bad enough us tall people have to wince in the pain and discomfort of coach to get anywhere, but at least I've always been nice about understanding that it is a business and I do fall outside the norms of human size which isn't there fault, and it is my choice to fly or not. I however do not have to put up with that level of service.
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Comment by Tallcoug on June 30, 2010 at 9:41am
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I just flew from Tulsa to Boston on Continental. Of course no bulkhead or exit row seats were available...By the time I got to my destination I had open wounds on my knees from where the upholstery fabric of the seat in front of me had rubbed them raw. I had a bruise on my thigh from the armrest. I agree that it is my choice to fly or not, but that flight was beyond any previous level of discomfort I have experienced to date.
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Comment by Truejabber on June 30, 2010 at 10:32am
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I just got back from a trip to Denver. I flew Continental on the way out and Delta on the way back.
Continental now allows you to purchase an exit row seat (if available) for $50-$60 extra within 24 hours of your flight only. While I was lucky enough to find an available exit row seat, this seemed a bit steep considering it was almost a third of the total cost of the flight.
Delta supposedly allows you to change your seat assignments, but I was unable to do so at any time on their web site, it simply showed every seat as unavailable except for the one which had been assigned to me. When I did the kiosk check-in I figured what the hell and looked at changing seats. Lo and behold it showed 2 available exit row seats on my first flight (none on the second). Where were these 2 seats just a couple of hours earlier when I checked on the web site? Who knows.
If any airline cares at all (it seems they really don't give a damn, which is a shame since I think a little service goes a long way) I would share what would make me a loyal customer for life: Get me there on time and give me a seat that does not require me to be in considerable physical pain. That's it. I'll even pay a couple of bucks extra (though $50-$60 is a bit steep in my opinion). I don't care about TV in the headrest, peanuts, cookies, or pillows. I'm not even really asking for comfort. Just get me there on time and without pain and I'm yours!
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Comment by Adam Humphreys on June 30, 2010 at 11:59am
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@luxuryinteriors on twitter recently had a pretty lame experience with Delta Airlines. She'd purchased her tickets online through Air Canada with no mention of having to pay for luggage. She ended up paying an extra $160 round trip for luggage, and we're not talking extra or even overweight here. My personal experience with that most airlines other than Westjet will not put you in the emergency exit seats for extra leg room etc, and expect you to buy first class just for some suitable space. I personally find this disgusting, but as consumers we have a choice to fly other airlines.
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Comment by Cheyenne Throckmorton on June 30, 2010 at 12:23pm
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@TallCoug - So sorry to hear about your knees getting all thrashed up. I intentionally where jeans when I fly just for this very reason. Occasionally, I need to wear trousers, but they aren't as sturdy as jeans, which is definitely a problem. Probably no room, but sticking a pillow in there if possible can help.
As far as the armrests, yeah those things bite. Especially the one with the triangle radio that sticks into your side, that you can't even use anyhow if your hips are on top of the player. For the life of me I do not understand that design when there are so many other places to put a radio, other than directly into your hip.
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@TrueJabber - $50-60 does sound a bit excessive, especially when I think they have to have people in those seats to even fly. Essentially you are volunteering your services. At the same time though I can see how those would be coveted seats and maybe $20 sounds more reasonable which is the rate AirTran is now charging.
In defense of the staff on most of the flights I have been on, they have really tried to switch seats or get me into a bulkhead or exit row, should I not have had one once they see me enter the plane and take up the whole hallway.
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Interesting to check out how people react on Twitter to "Delta Customer Service". A lot of negative comments, but to their credit and those tweeting it out some positive experiences too.
http://search.twitter.com/search?q=delta+customer+service
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@Adam - Did @luxuryinteriors tweet or write about her experience? I could not find where she had. I have not heard of WestJet, but if they are more willing to work with tall people, then that gives them a gold star in my book.
And for all the folks that complain about tall people making a titch more salary on average, think about all the crap we get from always having to pay for extra clothing, cabinets, cars and dealing with the flack of normal-sized people always trying to tell us we have to buy first class or two seats.
We need Tall Air or something like it.
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Richard Branson is pretty good at listening and he owns Virgin Air which is pretty much international fights which doesn't help us much in North America. WestJet is primarily Canada where I am, but they fly all across North America. I can deal with a cramped seat for 2-3 hours but 5 hours plus ends up awful.
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More great comments from my FaceBook posting for people to chew upon and discuss. Glad to see their customer service department hasn't just been singling me out cause I apparently have a "girly" name.
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@Adam yeah if we could get a hold of Richard Branson that would be great. I wonder what poor people with broken legs that they have to keep straight do. I often dream of a completely redesigned airplane seating arrangement where people are pretty much laying at diagonals with entertainment/internet portals in front of them and remotes/keyboards to their sides. Only problem is getting up to go to the bathroom though.
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