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Thanks for Sharing... I Have a Much Bigger Issue

johnmgleason1 5th Oct 2010

Dan,
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