Delta Air Lines (

mee_2

Apologies in advance for the long rant, but then I guess that is what this board is for...

I will never, EVER travel Delta again, even if it means paying a significant amount more for the flight.

In September of 2005, my wife and I travelled delta on through Canada and the USA. Between lost luggage (which took 4 days to get to me and $0 compensation), rude staff (check-in staff and cabin crew), loss of meal and seating requests, and a complete lack of follow through, it was the worst travel experience I have ever had.

On our return, I wrote what must have been a 6-page letter of complaint, and eventually, some 3 months later, received an apology and credit vouchers for $200 each (valid for a year).

Despite the bad experience, the vouchers encouraged us to use Delta again when planning a trip to New York, from which we have just returned. The experience outbound was good - so much so that while in NY, we discussed writing a letter of thanks to Delta, commenting on the improvement.

The return however was another matter. On arrival at JFK airport, we found a long queue OUTSIDE the terminal building (yes, in December). We had arrived well in time, so were not worried about the wait, but soon noticed that people who arrived late and whose flights were closing were being allowed to jump the queue, and that due to lack of control, many others jumped the queue without being stopped.

After about a half-hour, we finally got into the building, only to discover an even longer queue - it took us over an hour and a half to get to the check-in desk. (now we know the reason they say 3 hours before an international flight!).

At check in, the agent asked us for our schengen visas (we are UK resident, but not UK passport holders), and was severely put out by my explaining that not only are we UK residents, but that the UK is not part of the Schengen visa agreement (something an agent in the travel industry should know!). We were then forced to pay $25 overweight, despite the fact that we were 100 lbs under the overall weight allowance. Why? because the allowance is "2 bags per person, up to 50 lbs per bag" - so 1 bag of 62 lbs and 1 of 25 lbs is too much! To add insult to injury they could not meet our seating request, which is essential to me when I fly as I am 6'4", and can't fit into standard airline seats.

For an airline that is struggling to trade out of bankrupcy protection, I understand that they are trying to save money. I however dont think that should come at the cost of customer service or comfort. This way, they are just losing customers, and I hope that this post encourages others to avoid Delta like the plague.

Oh, and after successfully complaining the last time, I don't think I will bother this time - all they will do is send me vouchers that I won't be prepared to use.

-- Mike

xzibit

The trouble is all airlines are hit an miss at customer service. Many people fly hundreds of times with Delta and never have any trouble, same with many airlines. I always take reports like this with a pinch of salt, as the best flight I've had was also with the same airline I've also had the worst experience with!!

gingin_2

We returned with Delta, JFK -LGW on the 10th Dec, I agree it was chaos getting to check in and the ground staff were unbelievably rude with anyone who wasn't straightforward (is the Delta staff member an older small blonde lady you are talking about, as I stuck up for another passenger she was laying into about something when it was her mistake ). They didn't even weigh our bags on return.

I'd still use them again though because value wise it was fantastic.

DKLS

Couldnt agree more, After similar experiences I would never touch any american carrier, In fact its now company policy BA/KLM or nothing. Its not worth the hassle to save a few quid, all of their trolley dollies are harridans

Voyager2002

There are many excellent airlines in the world, but none of them are based in the USA. And anyone who thinks KLM or BA are the best should try Air France, Emirates, Cathay Pacific, Singapore International Airlines, Aeroflot, or the outstanding Vietnam Airlines.

In fairness, most of the issues raised in the original post are not the fault of the airline. It is hardly their fault that everyone and their dog wanted to travel on the same day as the OP: the long queues to enter the airport terminal affected passengers of all airlines. The check-in staff were obviously poorly trained in immigration issues, but staff training costs money and so many people choose the cheapest possible airline no matter what. And anyway, it does not sound as if the visa confusion caused any major problems. And you can hardly blame the airline for enforcing their stated policy on luggage weight limits: would it really have been so hard to move something from the heavy bag to the lighter one? The 50lb limit is for the sake of baggage handlers, and by accepting an overweight bag the airline exposed itself to possible legal action from an injured employee, and of course has to insure against this contingency.

Basically, if you don't like this kind of experience then don't cross the Atlantic. There are plenty of more interesting places to visit, where the culture of customer service is more highly developed.

dmg24

I had an awful experience with Delta also. I was allocated a seat that would not decline (and the flight was full, or at least economy was!), and although I had reconfirmed my vegetarian meal, this request did not get fulfilled. I was offered no alternative food ... nine hours sat bolt upright and starving is not fun!

I do agree with those that say that you can have a bad experience on any airline. If I fly to the US I now go with Virgin, not perfect but certainly not the worst. At the moment I am so in love with Emirates that I had the bizarre idea of flying out to Dubai to then fly to the States (it was only an idea!).

Voyager2002

dmg24 wrote:

I had an awful experience with Delta also. I was allocated a seat that would not decline (and the flight was full, or at least economy was!), and although I had reconfirmed my vegetarian meal, this request did not get fulfilled. I was offered no alternative food ... nine hours sat bolt upright and starving is not fun!

I do agree with those that say that you can have a bad experience on any airline. If I fly to the US I now go with Virgin, not perfect but certainly not the worst. At the moment I am so in love with Emirates that I had the bizarre idea of flying out to Dubai to then fly to the States (it was only an idea!).

I suspect that you would have a better time in Dubai than in the USA (unless you are travelling to see family there, of course).

dmg24

I went to Dubai this summer. Not necessarily a better time, I have had great holidays in the States also, but certainly a very different experience. Will be going back to both! x

mee_2

Voyager2002 wrote:

In fairness, most of the issues raised in the original post are not the fault of the airline. It is hardly their fault that everyone and their dog wanted to travel on the same day as the OP: the long queues to enter the airport terminal affected passengers of all airlines. The check-in staff were obviously poorly trained in immigration issues, but staff training costs money and so many people choose the cheapest possible airline no matter what. And anyway, it does not sound as if the visa confusion caused any major problems. And you can hardly blame the airline for enforcing their stated policy on luggage weight limits: would it really have been so hard to move something from the heavy bag to the lighter one? The 50lb limit is for the sake of baggage handlers, and by accepting an overweight bag the airline exposed itself to possible legal action from an injured employee, and of course has to insure against this contingency.

Ok, so i'm the disgruntled customer, but I don't think the above is correct. At JFK Delta have their own terminal, which is entirely operated (apart from security) by them, so the queue mismanagement is their own fault (and, according to one staff member I asked, "normal chaos for this time of year".

The visa issue didn't cause problems in itself, but the check-in attendant was so put out by being corrected, that she was not inclined to help us further.

As for "stated policy on luggage allowances" - stated WHERE? the first I heard of it was at the airport on my RETURN journey!

The internationally recognised weight restriction for baggage handlers is 32kgs / 70 lbs - way under the 50lbs we were allowed. This was imposed in about 2000, and most airports adhere to this rule - they will not carry any piece over this weight, no matter how much you pay/beg.

In addition, Delta staff at LGW had no issue with the weight of our bags (and we didn't buy a lot in NYC... honest!). (and no, we couldn't move things from one bag to the next because both were full)

Voyager2002

OK Mee (#9), I stand corrected.

If the 50lb per bag weight limit is not stated on their website, nor on the ticket (or confirmation email) and you were not notified of it at LGW, then it could be something made up by the check-in clerk to put you down for being too clever about the visas. In that case I would query it, and demand a cash refund rather than vouchers. (And if you paid by card, let your card-issuer know as well.)

dmg24

The 50lb per bag issue is not made up, something to do with the baggage handlers and health and safety, but you should have been made aware of it beforehand. I think it has actually gone down to 32lb now, but don't quote me on that?!!