Update to "A hate/love relationship - Delta Airlines customer service"
Summary: I've got an update to the post A hate/love relationship - Delta Airlines customer service and thought you'd like to see it. A representative of Delta's customer service department responded to my Email.
I've got an update to the post A hate/love relationship - Delta Airlines customer service and thought you'd like to see it. A representative of Delta's customer service department responded to my Email. It appears that the company has decided to refund the $150/ticket change fee that it charged me when I had to change my flight plans due to a medical emergency. I'm very thankful.
Here's a snippet of that response:
Dear Mr. Kusnetzky,
RE: Case Number xxxxxx
Thank you for sharing your concerns regarding the change fee you were charged. On behalf of Delta Air Lines, I want to extend our best wishes for your wife's good health.
I understand this must have been a most stressful time for you and appreciate the opportunity to review this matter with you. Under the circumstances, we will certainly refund the change fee for you and your wife's ticket. Hence, I will be asking our colleagues in Passenger Refunds to issue the appropriate refund for ticket number xxxxxxxxxx and yyyyyyyyyy. The refund will be processed as follows. Credit card refunds are electronically processed to the original form of payment approximately 7 business days after handling. It may take up to two billing cycles for the credit to appear on your statement.
Please allow the time frame designated above for the refund to process. A refund status can be checked by calling 800-847-0578. You may also write to Passenger Refunds at the following address. We thank you for your patience while we process this request.
Delta Air Lines Passenger Refunds PO Box 20537 Atlanta, GA 30320-2537
Mr. Kusnetzky, I hope I have been able to resolve your concerns. Your support as a Platinum Medallion member is important to Delta, our Connection Carriers, and SkyTeam partners. We look forward to your continued patronage.
While I'm pleased with the outcome, I must admit that I'm not pleased with the process. One could most certainly ask why does Delta (and other major U.S. airlines) charge such ridiculous change fees and fees on everything but the air in the cabin. A $150/ticket change fee for a sub $300 ticket is clearly an abuse.
Business travelers I've chatted with are increasingly angry with the treatment they receive at the hands of the air carriers. Most haven't found a way find address the issue. They simply need to get from here to there to conduct business.
I know that I've stopped using the local airport and drive some distance to a larger hub. Why? I need to get certain places at certain times and no routing from my local airport works. Driving 1 1/2 hours rather than 20 minutes also allows me to trade my time and travel costs for a lower airfare.
I also have driven 5 hours to get to an appointment in Ft. Lauderdale or Miami rather than fly. In the end, it takes about the same amount of wall clock time, I don't have to deal with the indignities of TSA and I don't have to rent a car at the other end. Driving to Boston or New York, however, is out of the question - for now.
When are the airlines going to wake up to the fact that money-grubbing today is going to lead to customer losses tomorrow?
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Talkback
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As for "money grubbing" I have always been curious if it is true or not. What are the costs to run an airline? Do ticket prices cover the costs and the profit margin? Are fat bonuses and shareholder dividend payouts subtracted from gross profits to reflect unreal net profits? Are airlines using the same accounting practices that movie studios use where everyone makes money but the product is always non-profitable?
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What about TRAINS?
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In my opinion, we have two choices: re-regulate the airlines as a common carrier or essential resource, or provide government funding for the development of alternatives such as high-speed rail.
Agree with JakeRader
I am glad to see Delta show compassion for and to your wife and hope she does well.
Thanks for Sharing... I Have a Much Bigger Issue
Thanks for sharing your frustrations, and the poor judgement and service offered by Delta (and frankly most airlines), today. It has become a sad reality that the airlines are no longer in the business of servicing their customers - and instead focus all policies, decisions, (alleged) service internally, on themselves - like your own experience with the change fees.
I am in the midsts of my own nightmare with Delta Airlines... briefly:
I booked an int'l, business class ticket on Delta.com
... roundtrip to Sydney, Australia.
I deliberately checked both the "Business Class" option in the drop-down menu, and checked the REFUNDABLE ticket box before proceeding with the rest of the reservation
I chose my flight options (timing, stops, layovers, fares) based on the options that I was given from my selection criteria. I ASSUMED that all flights offered in this selection met ALL of my prior criteria. They certainly met the Business Class criteria based on the air fare and based on seating options.
As I am NOT familiar with the plethora of "Class Codes" for Delta, I assumed that my ticket was refundable (hoping not to have to even worry about that).
Well, as fate has it... my trip was cancelled.
When I called Delta to inform them of this cancellation (to free up my seat, and to request a refund)... I was thanked by the Delta Representative (DR) and informed that my ticket was NOT refundable... and that I was on the hook for a $9,000 credit card charge.
After many rounds of discussion, debate, disappointment, etc., the DR offered to call the refund department to see what she could do. After waiting on hold for about 20 minutes, she returned to the line - joyously announcing that half my ticket was, in fact, refundable. She was a little surprised at my disappointment with this news... "only HALF?".
Well... I requested a refund via Delta's Refund Dept... now expecting to receive the same news (only half of my ticket would be refunded). After a full month of waiting, I did get a letter from Delta.
To my astonishment, they simply said that they were sorry that they could not honor my request for a refund... BUT that the $9,000 could be used as travel credits against future travel... after change fees and fare differentials are applied... AND for only 1 year after the date on which I booked my cancelled trip.
So NOW... they say NOTHING is refundable?
The credit card company has been a good partner (up until now) holding the disputed $9,000. But now they have released this charge to my credit card.
Consequently, as a small business owner, I now need to find a way to cover this astronomical fee... while I continue to try to appeal Delta's decision.
It appears that the same level of "policy" was used to review both of our situations... and the same level of inconsideration for their own actions, systems, service, and lack of concern for their own long-term equity with travelers and customers was "invested" in the answers they provided.
Good luck with you new choices of longer drives, alternate airports or alternate airlines. I have already begun to use the same practices... driving to almost any location less than 5 hours away (and not flying at all).
Thanks for also sharing the positive resolution... congrats. Maybe I can hope for the same "change of heart" from Delta. But not holding my breath.
Cheers,
John
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