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Thread: Delta Airlines Customer REALLY DON’T Care

  1. #1
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    Delta Airlines Customer REALLY DON’T Care

    Dealing with the delayed, delayed, delayed and finally canceled flight on July 18 is nothing compared to the horrible, disgusting, anti-consumer, ongoing nightmare I have been experiencing with Delta for the past three weeks. (See my trip report Extended Family Vacation)
    My husband’s case was easily and professionally handled within a week of our return. My case is an ongoing saga with an unresponsive case manager, and Delta’s own use of what can only be described as frustrating the consumer on purpose to discourage any communication and solution to the problem Delta does not want to resolve. But there is a happy ending thanks to one agent who is truly an angel.

    My husband received very fair compensation. The trip miles paid is to be redeposited into his SkyMiles account, plus $723.27 to cover the cost of the ticket he purchased on United so he could get home and reimbursement for some out of pocket costs for meals and cab to the airport.
    Last week, on Monday I get an email from a Customer Care Specialist that states he/she tried to reach me and was offering me a refund of the miles for the return portion segment of my trip. Baloney- no customer care specialist tried to reach me. I have no Delta listed on my caller I’d, or was any message left for me.
    On Tuesday I respond asking for further clarification. I also called the “Customer Care” number provided in the email.
    Guess what? After waiting on hold for the better part of 30 minutes I was told that I would be transferred to the “Customer Care” department where I would be put on hold again. I asked for the direct line to customer care in case we got disconnected but was told customers can only reach Customer Care by being transferred from this number. So here begins a week long merry go round of frustration.
    I get transferred and the wait time was another 45minutes That agent was able to successfully close my husband’s case. Unfortunately because my case was already assigned to an agent she unfortunately couldn’t help me. This agent was really helpful and was truly an angel. More about her later. She’s my happy ending.

    On Wednesday I emailed my assigned agent again outlining what my husband received. In the meantime I called “Customer Care” and after holding twice for another hour and a half was told there was nothing they could do until my case agent closed out the case. I very, very nicely asked to speak to the supervisor but was refused. The agent said there was no need to speak to the supervisor because the supervisor could not access the account because my case agent has not closed my case. This agent was the direct opposite of the kind, professional agent I spoke to the day prior. The agent on Wednesday did everything she could not to help resolve my case. When I pointed out that I have spent an inordinate amount of time trying to settle something that was easily handled for my husband, she looked up his case and asked why he didn’t respond to the Delta email asking for our bank information so they can deposit his refund check. I pointed out that the email states that if he didn’t respond they would mail the check and we preferred to get it that way. She argued that the direct deposit option was easier for Delta. She assured me it was very secure. SERIOUSLY??? We’re supposed to give our routing and bank account numbers to an organization that can’t answer, transfer, or handle telephone ? Nope. Not happening.

    This agent commented that the refund of $722 was a “lot of money.” I nicely disagreed with her, explaining that this was the true out of packet costs for the new ticket on United as well as the difference between the $15 meal vouchers and what was actually spent on food. And, since the precedent was set for. my husband, I expected the same. Honestly how dare she question the resolution of another case! And frankly, Delta can afford it. CEO Ed Bastain makes over $12million a year.

    This unresponsive agent also tried to pull the Covid card with me- you know, “we’re backed up with issues still stemming from Covid.” I very, very, VERY nicely explained to her that the Covid excuse went away the day the masks came off airplanes. The agent got fake sweet and said that all she can tell me is that the case is still open. Conversation ended. Delta still had an increasingly unhappy customer on their hands.

    As luck would have it the very next day I get not one but two emails from Delta asking about my experience with Customer Care. So I take the time to let them know my saga of Delta’s REALLY DOESN’T Care Service department even naming the unresponsive Customer Care agent I was assigned to. I stupidly hoped this would prompt someone to act like a supervisor and put some fire under his/her a**. I also told about the discussion with the agent from Wednesday- especially her “a lot of money comment.”
    Of course, no response. Nada, nothing.

    This morning I decided to do the whole call, get put on hold and disconnected routine again. Things actually got worse! I started at 10:45 and after waiting for 44 minutes to get someone to connect me to Customer Don’t Care was transferred to a recorded number that said this was a closed department. Good grief!
    I call back at noon, was on hold for 30 minutes and this agent said I had to call a different number. Really? Because only a few days ago the other agent said there is no direct line to Customer Don’t Care. She actually gives me two phone numbers to callThe first number 800-325-8224 is for baggage claims. The second number 800-455-2720 has a recorded message stating they are no longer taking phone calls.

    I decided look up Delta customer complaints and found a few articles where it said to contact Ed Bastain by email at Edward.bastain@delta.com. So I again email my assigned agent, this time copying Mr. $12 million Bastain. Guess what? His email is returned-as undeliverable. Makes sense. After all, they don’t accept phone calls, give out numbers that are a dead end, my agent doesn’t return emails. Total sh** show.

    I call again. Wait time 30 minutes. Transferred to the live Customer Care Line. And I hit the jackpot! The agent who completed my husband’s transaction answered the phone!!! She is truly an angel. She remembered my case, took my phone number and went to see if she could get this resolved. And she did- hopefully. She called me back, walked me through the online refunded our bank for my husband’s portion and is now in the process of getting my refund settled. I’m waiting for the email so I can complete the process. She actually took my phone number and has called me twice! A real professional customer care agent!!! Fingers crossed. I should get the email soon.

    So here’s the bottom line:
    We each receive 76,000 Delta Sky miles, plus 20,000 Sky miles for our trouble plus all out of pocket expenses reimbursed ($722 for Mike and $633 for me). I couldn’t get the round trip miles refunded but in fairness this is okay. It’s the best I could do.
    Will I fly Delta again? I really want to and have a trip to Aruba October 3-17. Let’s see how that goes. 2023 has us flying to Orlando in February for my nieces Disney wedding, Aruba in May, July and October and it looks like Italy for a September wedding. It would be nice to stay with Delta but time will tell. I know customer care, customer service or whatever you want to call it is practically nonexistent in the airline industry today. Will changing my carrier of choice really make a difference? I honestly don’t know.
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  2. #2
    Aruba since 1979
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    OMG I a exhausted just from reading it.
    When all was said and done, at least it is all rectified.

    The runaround that you got was certainly a cluster mess and so frustrating.
    Glad that you were persistent.
    THINK.. is it Thoughtful? Helpful? Inspirational? Necessary? Kind? sidtm
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  3. #3
    Senior Member Pegmeister's Avatar
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    I can’t even imagine how annoyed you must be! One thing that has worked for me when I couldn’t get a resolution has been to reach out on social media. They really don’t like to see this stuff mentioned on line. I use Twitter and found that I get a response quicker. Sorry you’ve had to go through it.

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  4. #4
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    Quote Originally Posted by Andrea J. View Post
    OMG I a exhausted just from reading it.
    When all was said and done, at least it is all rectified.

    The runaround that you got was certainly a cluster mess and so frustrating.
    Glad that you were persistent.
    I am exhausted! It’s a shame but I really feel this mess stems from the top down. Delta’s C-suite execs have decided to make it as difficult as possible for anyone to complain. They pay lip service to the motto Customer Care, yet their own phone numbers that I now learned are published on their website, no longer accept calls! This is disgusting.
    It would have been nice to be reimbursed for the hours and hours and hours I have put into this due to a situation Delta caused but clearly that’s not happening. Why? Because when all is said and done Delta has NO loyalty to it’s customers.
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  5. #5
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    Quote Originally Posted by Pegmeister View Post
    I can’t even imagine how annoyed you must be! One thing that has worked for me when I couldn’t get a resolution has been to reach out on social media. They really don’t like to see this stuff mentioned on line. I use Twitter and found that I get a response quicker. Sorry you’ve had to go through it.
    If I got no where today my daughter was stopping by tomorrow to help me make a YouTube video of this ordeal.
    Now I’m waiting for the Customer Care survey like the one I received last week. Today’s agent will be praised but I’m still going to strongly note the trail of incompetence and what is clearly a policy of not working with the customer to solve problems. Everything Delta did, including dead end telephone lines, lack of communication and ridiculous wait times needs to be addressed.
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  6. #6
    Senior Member schexc's Avatar
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    My perception on today's customer service relates to insurance companies. Wear the consumer down to the point where they give up or settle for something less than they paid for.






    OUR COUPLE'S RETREAT. THE PEARL CONDO HOTEL AT EAGLE BEACH. CONDO ACCOMMODATES TWO ADULTS. YOU MUST REQUEST UNIT #8. https://photos.app.goo.gl/lRquP1F4VtxyZhR42 RENTING DIRECTLY http://www.pearlarubacondos.com/. SEND PM BEFORE BOOKING FOR REFERRAL .
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  7. #7
    Senior Member cpjones's Avatar
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    What an ugly ordeal. I really miss the days when a live person would actually answer the phone!
    A wise man is easily fooled. But, only a fool would fool a wise man!
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  8. #8
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    How frustrating indeed!
    Loving Aruba from NJ
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  9. #9
    Super Moderator WaltVB's Avatar
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    Sorry you had to go through this, but it sounds like you were fairly compensated for your problem... they didn't have to do anything. I agree customer service isn't what it used to be, but try to remember you aren't the only person trying to get resolution for an issue. Thousands of folks have been affected by the delays and cancellations every day for quite some time. The covid excuse didn't go away with the mask mandate lifting, airlines are still reeling from its effects. Here's a tip: when you call the airlines for anything, if the person isn't responding as you would like, simply hang up and call back. I usually don't have problems with Delta, but American is another story. American puts you in the queue and calls you back so you don't spend hours hanging on the phone.

    Also please be nice to the agents. They are dealing with hundreds of pissed off people that demand their interests be handled first. It amazes me anyone would want to work in customer service for an airline, but for those that do remember they are still humans too.

    You seem to have a lot of travel coming up. Why not take a different carrier for each trip and see which one lives up to your expectations of the perfect airline?
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  10. #10
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    Walt has very good points. All airlines are short staffed etc but I am a little surprised at Delta. When I was still working pre-pandemic all of the executives wanted to fly only with Delta. They flew so often and that was the airline that stood out for consistent service checking all the boxes. Things have changed post pandemic for sure.
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