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On Friday, April 19th, I arrived at ATL, Gate B4, on DL#0038 at 4:20p (about 15 minutes late). My connection to DL#1198 was posted as leaving on time from A3 at 5:05p. It was also scheduled to begin boarding at any moment.
I had no choice but to practically run the length of both terminals through heavy crowds in order to reach A3 in time to board my flight.
Once the entire plane had been loaded, the crew made an announcement that the Captain was stuck in traffic, miles from the airport and that we were going to have to wait for him to arrive in order to leave.
That wait stretched into well over an hour.
Here are my questions/comments/complaints:
(1) Why show a flight as â??on timeâ?? when you donâ??t have a Captain?
(2) Why shove over 200 men, women and (very small) children onto a cramped aircraft when they could have rested much more comfortably outside at the gate?
It is a little rich to have to listen to your President rattle on about how important my comfort and safety are when crammed unnecessarily into seat 34F for an extra hour.
Why not be honest with us?
Why not board us when the Captain is 15 or 20 minutes out from the airport?
An airline that was truly committed to first class customer service would not have treated its customers this way.
Tom ParkerAnonymous 4/23/13 11:59AM
I was on flight delta airlines DLT174 Wed April 17, 2013. The only female attendant started yelling at me to not bring down the aisle my carry on bag. She stopped me at row 17 and wouldn't let me pass. I asked her several times what she wanted me to do the center aisle was completely filled with loading passengers. I had nowhere to go.
After several times asking her what she wanted me to do since I could not pass her or other passengers could pass me, she exasperatedly told me to take and roll my bag to the back of the plane. I quickly did this and got into my seat to get out of the way. Several passengers were treated the same as me. (Not given instructions to solve the problem)
As a few minutes passed, I heard yelling from the back of the plane, "who left this bag here?" I rose walked back and told her I had done as she had asked me to left my bag at the back of the plane. Rudely I was told "I was just asking who's bag it was?" She came back later with a small white sheet of paper and said it was for my bag. No instructions again were given on when or where my bag was or where it was going to?
Two other people were treated as rudely as me. The
one beside me never was given a sheet of paper or offered any explanation. She argued with this male executive that he had never given her a bag??? The lady in front of us had to ask for her sheet of paper. It was delivered later to her.
I have a Master's degree in education, and the man beside me was clearly a top executive in his company. We were clearly mistreated for no reason. We were not beligerent at any time. We only wanted to solve the problem. Please deal with this female flight attendant's attitude rudeness so no other passengers have to endure her lack of clear instructions and lack of common curtesy.Anonymous 4/18/13 6:56PM
My wife had standby ticket, her itinerary changed 12 times over two weeks.
After two weeks of delay I bought new fully paid new ticket online to bring her home from overseas country - I am still having problem to bring her home because of delayed flight for no reason. Delta seems to be overbooking 30% 50% on international flights.Anonymous 4/11/13 6:54AM
-If you fly Delta and use the Unaccompanied Minor Service you will want to read this-
My saga begins two months ago when I booked a ticket for my 11 year old son flying from Charlotte to Seattle.
For those of you who don't know about minor traveling alone you cannot do this online. You have to call the airline directly, in this case Delta. I have booked this type of travel for my son for the last five years and rarely had any issue. Oh boy, not this time.
I booked my ticket and the rep was friendly and helped me through it. Again, for education purposes, when you book unaccompanied minors it cost an extra $100 both ways. This made the total cost of my ticket $500.
My ex wife arrived at the airport and was informed that my son could not board. There are a multitude of rules for minors traveling alone and one of them is that they don't allow a minor to enter a city if it's the last flight of the day (just in case the flight is delayed). At this point though, the problem is SHE WAS AT THE AIRPORT already! The gal who booked my ticket screwed up. I was instructed to call CS at Delta. This is where real fun began.
I called and was informed that there was nothing they could do and he couldn't fly on a Delta flight that night. I then asked if they would please move him to a US Air flight leaving an hour later. The lady again said no telling me her supervisor mandated this. Of course, I then asked to speak to him. His name was Terry.
Terry might be one of the bigger jerks I have ever spoken to. Not only was he not going to do either thing I wanted. He made it clear, he, HE mind you did not believe the cost was something he wanted to spend on the ticket and that was why he wouldn't shift him over to US Air. His solution? Have my ex wife drive two hours back home and come back in the morning. He made no regard for her time. He made no regard for my time I took off work. He made no regard for the time I wanted to spend with my son (I only see him 3x a year and this was only for a week). Nothing I said mattered. Finally in desperation I told him that I would recount his actions to everyone at Delta and would get him fired. This prompted him to say, "You don't need to make this personal sir." WELL THEN HELP ME! After thirty minutes, I realized he wasn't going to help me at all and I hung up. I called the Charlotte airport and spoke to the supervisor at the DELTA counter. He booked my son on the US AIR flight within a half hour. Seriously, the guy on the phone decides to put this ridiculous line in the sand where this other gentleman, Alex, acts like it's no problem. WTF! Alex was very kind btw and seemed to actually care about my time.
Now, I wish this was the end of the story, but alas, it's not. My son was scheduled to fly the red eye back to Charlotte so I arrived in plenty of time to get him to the gate. Once arriving I realize the first leg of his ticket to Charlotte is actually run by Alaska Air. So I walk down to the AA ticketing booth.
After waiting in line, I give the gal my conformation and she explains that he can't switch airlines due to Unaccompanied Minor policy. Again, as a reminder, this ticket was booked by a trained DELTA employee who should know all of these rules! So this gal now scrambles to rebook him on a matching DELTA flight and comes back with a receipt sending me back to DELTA.
I head back to the DELTA booth and wait another 20 minutes in line. I give the guy this new receipt and he says that he can't find the first leg of travel anymore and unaccompanied minors cannot fly on the red eye per DELTA policy. GASKET BLOWN! Are you kidding me? So my original ticketing gal made three errors on my ticket, THREE!! I'm now just livid. Of course I protest explaining I have never heard of this policy as he's flown unaccompanied minor on a red eye before. Again, they don't give a crap about my time or trouble. I'm now asked to come back in the morning by the supervisor, Diane. Diane was also very nice and returned my UM fee and gave me a huge $50 coupon for all my trouble. She was extremely apologetic and it made me feel a little better.
Now again, you would think that was it. No. My son's flight was scheduled for 8:10am. I am awoken from sleep at 5pm with an automated call. It in, the DELTA computer has rebooked my son's flight for 1:30pm. Since I have work this morning, I again have to call. Luckily, this time I was able to be moved to an earlier flight which I was able to make but it really was the cherry on top of the whole experience.
The final tally:
8 total re-bookings
2 hours of speaking to DELTA reps
$100 refunded and $50 coupon
12 hours of mine, my son and my ex wife's time wasted
It seems we work for $3.33 an hour
Terry the CS rep should be fired. He was absolutely horrible.
My original booking agent should be written up and educated on DELTA flight policy.
Alex (Charlotte Supervisor) and Diane (Seattle Supervisor) did a fine job helping me out. Although Diane probably should have just let my son fly, I won't get into it now.
All in all, I cannot see using DELTA again unless they make this right.
Cheers, JasonLocQ 4/9/13 1:48PM
Unbelievable. My daughter left her nintendo DS in the seat pocket on a flight from Albuquerque to Atlanta. She realized it while switching planes in Atlanta so we went up to the desk and the woman called the other plane and confirmed to me that they found the DS and that they would try to get it to us before the plane took off. Well they didn't get it to us and now no one can help me find the item. Numerous phone calls, claims, e-mails and I just get the stock crappy answer and no help. Thieves.leslief 3/25/13 11:27AM
ABSOLUTELY NO customer service! My son 17 yrs old flying alone from Orlando, FL to Panama City, FL had a flight that had a 2 hr layover and a plane change in Atlanta, Georgia. This was scheduled back in Jan for a flight today, March 22, 2013. Today we check in online to find the flight has changed to a 26 minute layover with a warning that he may not make the 2nd plane. We check the terminals to find the planes are both in terminal B. He boards the plane and lets the stewardess know he is concerned about making this connection she tells him he may not make it. NO CONCERN, NO allowance to let those making risky connecting flights to get off the Boeing 757 first! The plane leaves late and I am very worried. I called Delta to see if someone could help him get to his gate since he has never been to this airport, much less ALONE. After 3 calls and put on hold for 17 minutes. Yes I had called from my house phone and 2 cell phones in hopes that one would go through to an actual person. Each call was answered finally and they all said "Sorry, but there is nothing we can do. If he misses the flight there are no other flights tonight and yes we realize he is a minor so we canít put him in a hotel room." Even Josephine said I realize youíre a worried mother but we canít do anything unless he misses his flight. GREAT its 9pm at night and my son has no help or even an attempt to help him! I get a text from my son as they land... "Mom I'm not going to make it they changed plans and we are flying into terminal A and leaving from terminal B" I text him back with as much airport details as I can. The next text I got was...I found this phone at the escalator in terminal B. My heart sank! Where was he and who had his phone? I frantically called until a gentleman answered to tell me he had found the phone on the floor. I burst into tears not knowing what had happened and where my son was. The man quickly got my sons description, flight info and gate number and ran to his gate to make sure he was OK and on the flight and hand off the phone to a desk clerk. The clerk ran the phone to the plane only seconds before it left. This was not luck but God had an angle watching over my son! This total stranger did more in 1 minute to help me and my son than everyone at Delta in customer service. I don't even want to imagine all the "what ifs" but I think you at Delta should. None of this would have happened if someone had been willing to help him in the first place. I don't feel that is asking too much after all YOU changed his flight layover time and plane terminals. How would you feel if this was your son? Would you even care if something bad had happened to him? Could you sleep at night knowing you could have prevented it by just being helpful?Who Cares? DELTA? 3/22/13 9:54PM
After an hour on hold, they hung up on me. I'm on hold now again. I feel like I'm flying Soviet era Aeroflot.tasha99 3/6/13 9:47AM
Either you, Delta or American Express have a "glitch in your skymiles program that led me to cancel my Delta credit card yesterday... I received a card on the assurance that there were 30,000 frequent flyer miles associated with getting the Delta credit card. However, it did NOT say that I was required to activate the card by any given time in order to receive the miles(subsequent to a 500 purchase).
I have other credit cards i use regularly as well, so I waited until this last weekend to activate the card, when I wanted to use the skymiles toward an extended trip I am planning. However, I did not receive the miles.. After SEVERAL hours of attempting to - with online and telephone help- decipher the problem, I was told that the $500 purchase needed to be made within three months of receiving the card - NOT - as I had assumed - within 3 months of card activation.
I therefore cancelled the Delta Skymiles card, and am using other airlines and cards for this extended, multiple -stop trip.
I was also advised that, even tho I did not get my Skymiles credits as pledged, if I applied for/received a new Skymiles card, I would STILL not be eligible to receive the Skymiles 30,000 signup bonus, unless I waited for an additional year. Again, unfortunate... I'm not clear who failed to clarify the appropriate way to accommodate/clarify this sort of situation- it could either Delta, or American Express- or both.. But it strikes me as one of those "falling through the cracks" oversights that no one intended, but that are procedurally almost impossible for consumers or "lower-echelons" to redress. Maybe you, or one of your superiors, could gain some positive notice by getting someone higher up the food-chain to take this type of situation on, and get helpful changes made? Thank you, from Clayton McDowall, Skymiles member.Anonymous 3/4/13 12:13PM
I have a complaint. We had a three leg flight in March with seat assignments and didn`t find out our first leg of the trip flight had been cancelled until I had checked on baggage tags. It was too late to get decent seats on the substitute flight. We should have been notified as soon as the original leg of the flight had been cancelled. My email address is:Anonymous 2/27/13 12:07PM
Good day, I want to inform you of the way we were treated by your staff and the financial loss we suffered because of your airline. Our flights were booked for a long awaited holiday at Disney World in Orlando, FL. First off our flight was delayed out of YEG to MSP due to mechanical problems. I as well as other passengers overheard the gate agents and crew talk about how the same aircraft had the exact same mechanical issue the day prior. After quite some time we were informed the flight for that day would be cancelled until a new part could come in. The Delta agents scrambled to accommodate all passengers. YEG agentswere good to deal with! We were first offered to wait until the new partmight arrive and the repair be done. When and if the plane was repaired we could proceed on that aircraft to MSP, however, no guarantee and would have to remain overnight. After several attempts to rebook us, to the point we were literally running from airline to airline in an attempt to get on their flights, which never happened. We were offered seating on Air Canada to YYZ where we would have to stay overnight (AT OUR OWN EXPENSE). I protested as I heard other passengers being offered hotels at different destinations. Eventually the supervisor relented andauthorized hotels in YYZ at Delta's expense. We had to wait almost 8 hours in YEG and were given $26 in food vouchers. These food vouchers donot cover meals at the airport or any airport for that matter. When the outbound bookings were finally completed the agent thought they were doing us a favor, she could not find the original return flights from TPA to YEG on 9 February, 2013. She rebooked us, however, the only return flights from TPA to YEG were with two connectors vice the one (The reason we chose Delta). At that point we were more concerned with getting to Disney and would contact your office when time permitted. We eventually made it to TPA a day late which cost us almost $1000.00 out of our own pocket for that lost day of use. The following is a list of those personal costs/losses to us; Disney/Universal Studios gate fees Hotel reservation fees Vehicle rental fees Meals for the day Half way through our trip I called Delta to check on our return flights. The agent queried the original return flight and found it. He rebooked us onthat original flight, however, was not able to seat us together. On 9 February, 2013 we went to TPA for the return flight home. The gate agents were very good to deal with and rearranged seating to accommodateus which was greatly appreciated. The flight arrived and we were loaded on to the aircraft. After being seated the Aircraft commander came on the PA and informed us that the aircraft had a radio issue which we could not fly with. They attempted to repair the radio, which was unsuccessful. We were off loaded and remained at the departure gate for a few hours. We were told another plane was coming in and we would take that aircraft to MSP. The gate agents informed all YEG passengers (17 ofus) there was a flight departing from MSP to YEG with 28 passengers, 17 of the 28 were from the TPA/MSP connection and the plane would wait for us. We eventually made it to MSP and were met at the gate by your agents(Gate F2). To say the least they were less than receptive or accommodating. They immediately demanded that we approach the gate counter and obtain our hotel voucher, we were not allowed to obtain our baggage and could take an overnight bag compliments of Delta. I attempted to ask the agent about the 17 passengers which had a plane waiting for us. She shoed me away, I had to ask a few times as did otherYEG passengers. I then demanded to speak with a supervisor, I was told Ihad to go to the customer service area to speak with her. I was then told there was never a flight that was being held for us YEG passengers to connect on. At this point in shear frustration I approached the gate counter and looked for a hotel voucher, nothing was there in our names. I informed the gate agents there were no vouchers in our names, again I was shoed away. At this point I was becoming very agitated and demanded that a supervisor attend the gate. I was ignored and had to speak with another passenger, we as a group proceeded to the customer service area where I was eventually able to speak to a supervisor. The supervisor wasas helpful as the other gate agents, I found it disgusting to say the least, I as well as other passengers felt like we should be grateful that Delta was doing anything for us. We were all told that we may have to stay in MSP for upwards of two days due to weather delays. We informed by the supervisor that all flights departing on 10 Feb had already been cancelled due to the anticipated poor weather. We were booked on other flights on 10 Feb out of MSP, we were told to basically take the flights or leave them. I asked the supervisor to have a look atmy PNR to see how our trip from origin has progressed and was asking forsome help. I was told this was what we were getting. The booked flight was scheduled to arrive in YEG at approx. 0000hrs. I was speaking with other passengers who were using the help phones to book, they had betterconnectors and an earlier arrival time into YEG 2000hrs. I approached the supervisor and informed her that others had better connectors and arrival times. I was told, ďWHATS THE BIG DEAL ITíS ONLY A FOUR HOUR DIFFERENCEĒ. At this time I became visibly upset, my wife began crying, I demanded that we be booked on the same flights, all found this attitude to be unacceptable. When we had the hotel, meal and booking completed I asked where we could go to obtain our baggage. I was told wewere not allowed to obtain our baggage. I informed the supervisor that Iwould be obtaining our baggage as we had kids and were not sure if the flights would depart due to forecasted weather delays. I was told where to go and told they likely would not obtain our baggage as it was in a secure area. We attended the baggage area and requested our baggage as did others, the baggage agent outright refused to get our baggage. I demanded that he get a supervisor, which he refused to do. I demanded that he get the baggage immediately or I would go and find another Deltaagent that would assist me. He not so politely informed me that there were only two on shift and the other agent was getting off in moments and would not get the baggage either. The other agent came to the counter where I demanded they get my baggage, the second agent told me it would take him at least 30 minutes to get the baggage and he wanted to go home. I again demanded that either one obtained by baggage, othersfrom the same flight were in line and wanting their baggage as well. Thesecond agent left the counter and eventually returned with our baggage. I immediately noticed that one of the pieces of baggage had been damaged. I brought it to the baggage agentís attention, he laughed and threw a small red business card at me and told me to report it later as he would not do anything about it. We left the airport and made it to the hotel almost three hours after landing in MSP. On 10 Feb we made it to the airport and were 3 hours weather delayed (Expected) we had a six hour layover in YVR for our YEG connector. I asked the MSP agents for food vouchers for YVR, we were told to obtain them in YVR as they were not sure if the vouchers would be accepted if printed off in MSP. I alsoasked about the damaged baggage and was informed that Delta would not cover the damaged baggage, I informed them of the incident the night before at the baggage counter and was told to write a letter and try to speak to the Delta agent in YVR. We arrived in YVR, I spoke with the Delta agent and was issued $6.00 food vouchers and was told this was themax they would give me. WOW, shocked! We checked in with West Jet for our final leg into YEG. We went to eat and attempted to use the food vouchers, nowhere would accept the food vouchers. At this point nothing shocked me with the negative experience with Delta Airlines! I know thisis a bit of a longwinded complaint, however, I find it necessary to articulate my experiences with the way things happened and the way we were treated! I find this an unacceptable level of customer service and believe it to be embarrassing to you company. The staff members we encountered in MSP need in-depth CSA training and people skills. After speaking to several of your valued staff members it was seriously recommended that I write a letter to you and request the following; Fullrefund of my airfare costs Refund of the lost funds expended for Disney/Universal for the lost day of use. Partial refund for rental car and hotel reservations. Loss of one dayís income as I was scheduled to work on 10 February Both my wife and I have in excess of 30 years airline experience and know this is not the way a huge company operates or allows its staff to act on their behalf. For your consideration and action
Delta replied with a long conveluted response and offered a measly $125 voucher.Anonymous 2/21/13 3:12PM
Rude, rude, rude! They messed up our tickets and then made us call in to the customer service to get the needed information for the change. As we were doing so, they stopped helping us and blatantly ignored us as we were trying to figure out what they needed. We had to get back in line to speak to the same rude lady. Eventually ended up calling another airline to make the fix.
...And this is just one of our complaints with the airline.larso222 2/18/13 6:20PM
Ridiculous! On January 11, 2013-i flew via delta from Phoenix to Salt Lake City-my flight was delayed, so I missed my connection. I was told to go to the gate and immediately request that my luggage be removed from the arriving aircraft-I did so-but was advised by a rude gate attendant that my luggage would accompany me on the revised leg of my itinerary, which was to send me into SFO, rather than OAK. Needless to say, my lugagge did not arrive. I was assured my luggage would be brought to me the following day as soon as it arrived. I called the baggage service number Saturday,and was told my luggage had arrived and would be delivered within 4-6 hours. When I had not received my luggage by then I called again-OOPS, your luggage did not leave the airport until after 1 pm, but would be to me no later than 8 pm. No luggage at 8 pm, so I called again. This time while explaining the difficulty, a rude cleark demanded of " Didi I call to back and forth with her"? She repeated this 3 times, until I said I thought I was speaking with Customer SERVICE? She then became somewhat helpful. Upshot-my luggage arrived at 0311 am-26.5 hrs. after I did.Anonymous 2/14/13 5:46AM
Horrible airlines. They cost me almost 800.00 due to cancelled flight and having to reschedule with another airlines to get me to destination. Delata was going to leave us stranded at the Kansas City Mo airport for 24 hours with 0 accomodations. The customer service rep was rude!Deltasuxs 2/8/13 6:37PM
i flew Delta from Anchorage to Minneapolis/St. Paul then on to D.C. when I was collecting my baggage in D.C. my co-worker mentioned that he had seen my case fall off of the conveyer belt while it was being loaded onto the plane in MSP, I picked it up and took a taxi to my residence. When I got home and lifted the case onto the bed to unpack it I noticed that there was a huge crack in the bottom of the case as it was a Heys hard case. I called the baggage claim and they said normally I should have shown the luggage at the airport but could do an online report. 5 days later I finally get a response advising me to take my bag to a luggage repair shop and if they cannot repair it get a letter from them stating that plus send a copy of the original receipt. In my emails I had explained that it was cracked and that although it was normally a very expensive suitcase I had got a bargain at Ross and only paid $59.99 for it. I have emailed the airlines asking them if I take the case to the delta representative at the airport will I still have to go to the luggage repair place (do they even exist anymore) I have sent photos of the damage and I still have the ross sticker price on the inside of the bag. I have offered to have my co-worker write a signed letter. We will see what their response is to this.Wiley c 2/6/13 1:56PM
On Dec. 24, 2012, my wife and I boarded a Delta flight in Los Angeles, with a connecting flight to South Africa. Delta staff in LA checked our tickets, passports, and bags. In Atlanta, right before boarding the second flight, I was told I would not be allowed to board the continuing flight because I did not have a clean page in my passport for the South African visa. At first I thought they were kidding, but they were very serious. They even called the cops when I complained that DELTA never notified us of this passport requirement when we bought the tickets, when we got on-line notifications, when we completed on-line boarding, and when we checked in at LAX. We also told Delta that this was our third trip to South Africa, where my wife was raised, and we never heard of such a requirement. We even showed them on-line information from the South African government that US citizens did not require a visa to visit South Africa.
Their response was that it is the passenger's responsibility to learn about these requirements. The cop who was supposed to restrain us even attempted to intervene on our behalf, and then told us the same thing happens day after day, including the same rude treatment of passengers by Delta staff. People are bumped from the same Atlanta-South Africa flight on a daily basis. A private tourist/passport office at the Atlanta airport told us it averages about 5 passengers per day. We even heard similar stories from a Hilton Hotel where we were stuck (at Delta's expense because of our vocal complaints) for two days, from cab drivers, and from other people at the Atlanta State Department Passport Office.
In addition to losing two days from our vacation, we also had to buy winter clothes for a two day stay in Atlanta, cabs to and from the hotel to the passport office, and for meals since Delta's meal vouchers were only $6 per meal and only valid at the Hilton hotel. It was an absolutely horrible experience, and other bumped passengers informed us they were told the same story, that Delta has no responsibility to notify passengers of this South Africa passport requirement, and it is up to the passenger to research these requirements. In the case of this family, they were stuck in Atlanta for four days, and were not given hotel or meal vouchers. Unlike ours bags, their suitcases were not pulled off the flight from Atlanta to South Africa, so they had to wear the same clothes for four days.
I also checked out my own passport and discovered that two years before I had entered South Africa and the entry visa was stamped on a page with a prior visa. This time I also saw the family in front of me have old passport pages stamped, and when I left, my exit visa stamp was stamped on an old page.
On the same trip, our daughters were diverted from Delta to Air France, and one of them also had a full passport. Air France let her fly from Paris to South Africa, and she had no trouble whatsoever to enter and exit the country with her full passport.Dick 1/23/13 11:02PM
Terrible terrible communications at Delta. Came in from Atlanta to NYC, they lost 3 large suitcases on a direct flight. We stayed 4 days in NYC and all
Delta has is answering machines. What a horrible Airline such poor policy , no help anywhere. We went home still no luggage, still no answers other than somebody on the inside stole. No one ever called us back. I only have bad bad to say about Delta. Just called again to see where I go to find the lost and found online, got a woman named Whalita who told me she doesn't know what I want her to do, Really? I say just dont fly Delta !!!!Vito 1/21/13 2:52PM
Delta customer service is appalling!!!! My husband and I traveled home from Amsterdam to JFK on Sunday, Jan. 20, 2013. My husband is a priority member since he travels so much for work. BOTH of our bags were checked in with priority status, and went through. When we reached JFK, only one bag came off the conveyor belt. They told us the other bag did not make the flight. In itself, that makes no sense, since they were both marked priority and went on the same time. They told me it would be sent on the later flight, and received at JFK at 8pm. When we called at 8:30, they said it hadn't made it through customs but would be sent to our house that evening. Needless to say, nothing came Sunday night. when we called on Monday morning, they said they were sending it TO ATLANTA, to be sent to Westchester airport, since that was closer to us. Westchester and JFK are 30 miles apart; it makes no sense to send a bag that is in NY, and that is supposed to be received in NY, to Atlanta to be sent BACK to NY!! it was not on the flight that they said it would be. I'm PRAYING that it will be on the next flight to NY from Atlanta. Customer service has told us there is no supervisor or manager that we could talk to, when we weren't happy with the explanation we received from the CS representative; two of them hung up on us. Granted, we are very frustrated, but hang up on us??? The last time I called, I was getting a completely different story that I received the prior four times I've called. I told the rep that, and told her that I was putting my husband on because the story is completely different than what we have been told so far. When I said that, she told me she was going to start recording our conversation; I said that's fine. She was already being nasty with me; when my husband got on, she was being very nasty, and my husband said, that's fine, and I am going to record on our end also. With that, she hung up on us, stating they can't be recorded. So, its OK for her to record us, but not us to record for our own protection??? I am so appalled by the treatment we have received from someone that is supposed to help us. We are not the ones who were late, and put our luggage on late; we followed the 'rules', and are getting the complete run around ... NOT HAPPY AT ALL.........will be letting everyone we know of our predicament, and encourage them NOT to fly Delta anymore!!!!Anonymous 1/21/13 2:38PM
I called them 6 times and every time they give me different answer
Agent 1: I do not know, You have to go to the airport and ask your self
Agent 2: you are OK to board you need no further steps
Agent 3: it depends upon the agent at the boarding counter (??!!)
Agent 4: (at the airport counter): I Myself do not accept this document but may be if other agents are here they could accept it.
Agent 5: you have to bring the proper document. me: what is it? Agent 5: it is ..... (hang up)
Agent 6: He is holding me now to get me the correct answer ........
I have not fix the problem yetamrmatoq 1/20/13 11:49AM
I purchased round-trip tickets to
Washington D.C. for 11/8/12 and 11/12/12.
I had to cancel because of Hurricane Sandy.
Aren't I due a partial refund?Anonymous 1/17/13 9:06AM
Record of my complaint. I think Delta is in realy trouble as it appears there is a =n attention span problem with the customer support.
MY REPLAY TO DELTA CUSTOMER SUPPORT:
"Oh my word! I actually cannot stop laughing over your reply. Have you actually read my letter at all??? I mentioned in passing that the only other time I have had a complaint about an airline was once with Qatar but then I spent a lot of time and effort telling you of the really bad service I received from your - DELTA'S - agent and you have not even read that! You have certainly surpassed my expectations of Deltas customer service!!! I wish you luck in your chosen profession, Ricky M Blair, you are surely going to need it!
Wendy Horn - ex Delta passenger ......!! roflmao
Dear Mrs. Horn,
RE: Case Number
Thank you for your recent e-mail. On behalf of Delta Air Lines, I appreciate the opportunity to be of assistance with your good comments and concern.
Our goal is to surpass our customer's expectations every day. We appreciate your kind comments and will continue to work hard to provide superior service. Be assured we take our commitment to serving you very seriously. Your feelings are important to us, and I have shared your comments with the responsible leadership team.
Since incidents of this nature are handled to conclusion by Qatar Airways. I apologize that I am unable to assist with this matter. If you have additional questions, you may contact them.
Thank you for writing us. Your business is important to us and given the opportunity of serving you in the future, I am confident Delta will not only meet but exceed your expectations.
Ricky M. Blair
Coordinator, Corporate Customer Care
Original Message Follows:
Delta Air Lines Delta.com Check-in Form
Message: After a great trip from Johannesburg to Toronto I was very happy with the service I received from your company and was eager tot ell my friends of my good experience, particularly your economy comfort seating. I then flew down to Los Angeles via Minneapolis again with no problems. However it was on my return to South Africa on 12th January where I have a complaint. As with most travelers, I am sure, I weigh and recheck my bags constantly up until the last minute to ensure I am within the weight restrictions laid by the airlines. I have only had one problem ever in my fairly frequent travels and that was with a check in lady with Qatar Airlines. That was a bad tempered lady who felt 1 kilo over was excessive and I ended up leaving an expensive pair of blue jeans in the bathrooms for a cleaner to pickup to satisfy her. However, other than that all the other airlines always understand if our scales are out by a kilo either way. Then I encountered your check in lady in Los Angeles! I saw her looking at me s I was standing in line and she must have taken an instant dislike for me as she seemed to fall over herself to get her present passengers out of the way in order to book me in. My daughter who was with me actually commented that she seemed to be in a bad mood. She then weighed my bags and seemed to get enormous pleasure out of finding my one bag was 1 pound over. ONE POUND!!!! Yes,
454 grams! She insisted that I take out something that weighed a pound and dispose of it. So humiliated and flustered was I at having to unzip my bag in public that I did what she asked and quickly pulled out the first thing I reached which was a part of my ski jacket and one boot.
This covered the 1 pound but then I realized that if I disposed of the boot I would be with out a set so I had to dig inside my bag once again in order to pull out my Sketchers trainers and retrieved my boot. I had asked her to let me pay for the pound and she had advised that it was very expensive. Had I not been so flustered I would have thought better and realized that the cost of those items far exceeded the fine you would have imposed. I must also mention that my son in law who was with me, travels from LA to Johannesburg every 6 weeks flies with Virgin and had been persuaded to look into travelling with Delta because of my previous high recommendations, obviously now has no intention of seeking another airline. I am now out a ski jacket worth R2000 (because with only half the jacket the rest is pretty useless) and a pair of trainers worth R1000 because of a bad tempered and arrogant check in girl. After subjecting me to having to do all this she suddenly seemed to reaised what a "female dog"she was being and said she would waive the weight and I could put my things back. By then I was pretty much ready to crawl into a hole so I refused and told her to just take the bag. My flight, a good long one to Johannesburg, was ruined by her attitude and I now will very carefully weigh up any options for my next flight and I know if asked my response on Delta will not be great, which is a pity when the air staff are very nice. However, when you work really hard for the money to be able to go on a trip overseas to have to be humiliated and leaves a very bad taste in the mouth. I wonder if it was a personal thing or if there were other passengers who were subjected to it that day? Oddly the gentleman sitting next to me said he was rather a lot over the weight but was not questioned at all. I would suggest you give a bit more training to ground staff before losing many more passengers.
Submitted: Mon Jan 14 2013 15:30:50 GMT+0200 (South Africa Standard
Field2: General Check-in
Page: OCSD-Check-In-General Check-in
Subject: OCSD-Check-In-General Check-in"
UNQUOTEWENDY 1/15/13 12:36PM
still on hold after 40 minutes... have a simple question about a ticket i bought for $2000... seriously....40 minutes?????christian 1/12/13 6:43PM
this is about how your customer service agents treated me. i am buying my second ticket on jal airlines instead of buying from your airlines. for thailand thats about 2800.00 dollars you lost from me. i now you really dont give a heap because your job will not depend on me as a customer. but remember i am a person this may be hard for you company to understand i did last year get a call from your customer service but the call was dropped before we could fix the problem. the agent never called back. must be coffee break time. if i sound angry guess what yes. best time to reach m,e is 1-5pm 617-935-6828 these has never full;y been taken care of just thrown under the carpet. if this is the pride you have as a human well so be it. i will ever year write to you about my international flights on other airlines. remember what happened to me could of happened to your mother.if somebody in your company that had any brains this issue wound not exist. one customer tells 10 people 10 people tell 100 use the math. i in live have done the right thing not like your airline. yours badly michael sobelmanAnonymous 1/9/13 8:27PM
my family and I had a horrible experience with Delta Airlines. We flew from Orlando to Atlanta after being on a cruise in the Bahamas for a week. From Atlanta we were suppose to be on connecting flight DL2184 to Louisville, KY/ departing at 2:50pm. After rushing to the gate, because the previous flight was late arriving, we missed our flight. We got to the gate at 2:49pm, just in time to watch the flight schedule board change from Louisville to Milwaukee. The two Delta employees working the gate were rude when we questioned our flight. They finally directed us to the Delta help center inside the airport. I spoke with another rep behind the counter who was also very rude and unsympathetic. Although she admitted that the system showed an error on Deltas part she was unapologetic and told my family and I the next flight out of Atlanta to Louisville, KY was the following morning and it would depart around 8:00am. I explained to the rep there was no way we could stay there, we needed to get home. We had (7) people traveling in our party, this included my 80 year on grandmother, my diabetic mother and myself who is 6 months pregnant. We all were without our medication. On top of that there was a birthday party planned in my honor later that night. This catered party had been planned for months and a building space had been rented. We asked the Delta rep if there were other options. She again told us no. Even if there wasn't any thing she could do, we really felt like she just didn't care about the huge inconvenience this posed for us. We had so many other questions of course, like where would we stay? What about our luggage? What about food? What about or medications? She gave us boarding passes for the next morning, told us Delta would pay for us to stay in a hotel and then gave us $6 food vouchers a piece. This was very insulting because the airport food cost more than $6. We used the vouchers but had to pay additional money to feed our family. I ended up calling a supervisor who found our family a flight to Indianaplolis that would board a few hours later. We still would have to rent a vehicle that would hold the 7 of us to drive to Louisville. That wouldn't work either. Because there was no way we could stay, we had to rent a van to drive home to Louisville. The van rental cost us over $300.00, this includes our gas refils. In the beginning we had planned to be home around 4:45pm on December 22, but because of the major flare up we didn't get home until around 3am the next morning. I missed my birthday party!!! We couldn't get our luggage from luggage claim because they closed at 11pm the night before. We also had to pay an additional fee for the extra day our vehicles were in the parking garage at the airport. Hopefully you will find some way to rectify this situation. It was our first time flying Delta and the experience was really awfulmeme w 1/9/13 7:51PM
I have finally realized that Delta representatives will do or tell you anything to sell you a ticket on their airline. I recently purchased a ticket for my mentally retarded brother and I specifically asked if Delta would provide an escort to ensure my brother gets to his destination and they told me that Delta does provide that service and that he would be in good hands. I just recieved a call from Delta telling me that they do not provide that service and my only option is to buy another ticket so that I could escort him back to Orlando Florida. This is unacceptable because I am a current military member and I just cannot leave the state anytime that I wished. Is this the treatment that Delta provides to military members?quilesed 1/9/13 6:51PM
Lost baggage since the 30th December 2012. I need my baggage. I feel so disappointed in Delta airline and i will never go on this airline again. I will not recommend this airline to any friend or family, this is my first experience and it is BAD! No airline has ever lost my baggage. Guess what its the 01/09/2013 and i have no action taken.So FRUSTRATING!!!I WANT MY BAGGAGE 1/8/13 9:38PM
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Due to my daughter's hospitalization from a car accident on the way to pick me up from Hou.Bush Intercont. on May 15, I needed to change my return flight until she is released from the hospital here in Houston.
Sheri handled my situation and my request with professionalism and COMPASSION. I've been a nervous wreck for days, so I probably vented a little, but Sheri was not only patient and helpful, she showed great concern and was comforting.
I hope that she knows what a blessing she is.
L.K. HumphreyAnonymous 5/19/13 10:32AM
May 5, 2013 I was flying out of Ft. Wayne, Ind. my flight was delayed and had to be rerouted .......your agents were "nicer than the had to be" their names were Chris Homco and Brian Fenstermaber. These young men should commended for their diligence, kindness and profecency of their job. They were kind to all that needed their assistance and were patient and kind to all. I look forward to another layover in Ft Wayne.
Sylvia B. StatenlAnonymous 5/5/13 3:15PM
In July 2012 we missed our flight from Miami to New York where we were to meet our 17 year old granddaughter. The Delta employees rebooked us on a flight to New York that afternoon but not in time to catch our connection to Sweden aboard Delta. Employees also booked our flight to Sweden for the following day and also got us the same seats as we would have had on the flight the day before. We also had wonderful help in booking a room for the night in New York and assured us that all of our luggage would be on the plane the following day.We cannot thank Delta employees enough for making the outcome of our trip to Sweden a pleasure for our granddaughter and us. It was a graduation gift for our granddaughter. This service has made Delta our favorite airline.Anonymous 5/2/13 5:37PM
I recently flew from Detroit to Tulsa accompanied by my 90 year old home health client. We have begun to fly from Detroit, although we life closer to Cleveland, because of the wonderful service we receive. I can't tell you how much easier my job becomes when there is someone to help me juggle my lil lady, a walker, 4 suitcases, a medical bag, 2 carry on bags, and 2 purses. Everyone is so kind a efficient. We will continue to fly Delta from Detroit for all our future trips. Thanks for making our trips a wonderful experience!Anonymous 4/30/13 7:15PM
My husband flew out of Boise Idaho to Phoenix for a job interview. Neither one of us has flown for at least 8 years. Renee at customer service greeted us as we came to check in. She was absolutely the BEST help ever. She walked us through everything and even found my husband a window seat in a great spot. We really appreciate her. Thank you Renee!!
Angie WoodAngie Wood 4/24/13 6:59AM
Had a great trip to and from my parents 70 th
wedding anniversary and my fathers 92 nd
birthdayAnonymous 4/18/13 8:36AM
I want to commend Memphis gate agents Dena Moore and Trina Boyce. My husband who is a Delta Retiree and I were returning to
Raleigh/Durham on a recent Sunday evening flight. Weather conditions caused flight delays and over booking conditions on our return flight and we needed to get back. Gate agents Dena Moore and Trina Boyce worked with us. We were rebooked three times as one alternative was to go into Charlotte and we would need to get a
rental car back to Raleigh/Durham. Finally they found two seats on our original return flight that Rwas over two hours late. Thank you to agents Dena Moore and
Trina Boyce _for their excellent customer service.Anonymous 4/7/13 5:43PM
We were traveling through Dow and needed wheel chair assistance both going on our trip and on our return. On the way to Charlotte, NC, we had "Big Mo". He was wonderful! Such a nice person and extremely kind. A real gentleman.
On our return, we had Ryan. he is an extremely personable young man. He was also very kind and has a great future. We hope he will continue his education. His parents should be very proud.
We thank both of these gentleman. They both went beyond what was expected and we are so appreciativeDoc 4/2/13 5:13PM
Attn: Brian Lyons
Had a very positive experience with Merlynn Eidsvoog while trying to use online reservations! She manually did our reservations with grace and attentiveness, not to speak of patience! Job well done!Anonymous 3/26/13 11:41AM
I want to inform you of 2 excellent ticket agents at FLL. Today is an extremely busy day, with long lines & cranky customers. Both Dedra D & supervisor Karen W conducted themselves with courtesy & a smile under some stressful circumstances. Please let them know that they helped at least 1 customer who appreciated them!
Carrie ButlerAnonymous 3/25/13 2:49PM
I had a very delightful exsperience with Delta. I had never had to fly using wheel chair assistance and the help was wonderful. I was very surprised at the friendly staff. They rushed me from plane to plane coming and going. the staff was right there to pick me up and assist me with my mobility needs. I would have never made my destination in time for the next flight. Thank-you.cminikus 3/20/13 10:05AM
First of all, I would like to say that while most people only comment on bad experiences, I try to give credit where credit is due, especially when employees go above and beyond to help. My son and I travel a lot for some medical issues he has and on this trip it seemed as if everything that could go wrong did! We were traveling from a very small airpot (TRI) to (MEM) with a stop in Atlanta. As we were leaving Memphis we had some issues not related to delta but a supervisor (Harold Garner) was extremely helpful and actually resolved the issue. I was just so shocked that he genuinely cared for our issues and did everything he could to try to ease my worries. Also at our small airport (TRI) another delta employee there(I couldn't remember his name) also went beyond for us as we were late for a flight. Most of the time I get "well there's nothing I can do." So this time I wanted to make sure these employees get the recognition they deserve!jessica 3/17/13 7:52AM
Delta did a great job when our flight was canceled - put us up in a nice hotel and paid for transportation, food, etc...thank you delta!meowmix7272 2/13/13 4:26PM
On January 28, 2013 my return flight from Liberia, Costa Rica was cancelled as a result of a scratch on the outside of the plane. While the service cart was entering the cabin it hit the plane and made this scratch. The maintenance crew detained the flight, took a picture and sent it to experts within Delta. The concern was due to the location of the scratch next to the door it was felt the seal could be compromised.
This was a three hour wait on the plane. The Pilot and Cabin Crew provided excellent customer service. The passengers were served water right away, boxed meals were brought in, there was air conditioning at all times and the Pilot communicated with the passengers. These communications were frequent which for me dissipated anxiety of not knowing. Even if there were no news the Pilot would confirm he was still on it.
It was determined the plane was not safe for passenger travel so the flight was cancelled. Immediately staff was on deck to provide meal and hotel vouchers and reschedule flight for the next day
As a side note, I have flown Delta for several decades, mostly domestic, and have watched this airline grow and improve. I will have to admit there have been times when some flights were sub-par but I must say there has been a vast improvement from years past. Way to go Delta! Keep up the good customer service while waiting on the tarmac for hours.Teresa 1/28/13 2:22PM
Orlando Airport Fl: Kathy A./ Phylis / Debbie
On 5 Jan 13, My Elderly Mother In Law Missed Her Flight Due To A Traffic Accident Delay. It Was The Last Direct Flight Of The Day To Bostin. The Above Baggage Staff And Supervisor Went Way Beyond Their Duty To Assist Us. Outstanding Support And Professionalism. This Carring And Customer Service Is Why We Use Delta. Job Well Done !!!!Anonymous 1/17/13 7:24AM
We want to commend Delta Airlines on how they resolved a problem with my motherís flight. She had arrived at JFK for an international flight with an old copy of her passport. The Delta desk had only one person, who was too occupied to assist. By the time she called the airline and got a call back, it was too clearly late to get home and back with her current passport. Her traveling companion (her niece) got on the flight and my mother accepted and purchased a replacement flight on the next day.
It was too rushed and chaotic to figure it out at the time, but after the trip we asked for an explanation of why the new flight was so expensive, and eventually got clarification that it was a same-day fare, because it was slightly under 24 hours in advance. I wonít go into more details, but after several exchanges Delta acknowledged that they had contributed to the problem and could have offered a later flight with a next-day fare. They refunded us the difference, which was significant, more than half of what they had charged us. The customer-service representative had allowed us to explain our complaint and agreed to a fair resolution, where a lesser company might have argued that they had not broken any rules after her mistake, and could have kept all that they had charged us. We appreciate the professional and understanding way Delta resolved this.Anonymous 1/11/13 4:42PM
Over the Christmas Holiday I had to get to a wedding. Originally I had a 3 hr layover in ATL before getting to SAV. There was an earlier flight and Desai Khyatiben, the person working the counter, was super helpful and friendly and got me on the flight. This helpfulness is the reason why I fly DELTA.mikeyc1234 12/29/12 3:21PM
I don't understand why they say Delta employees are rude, I found them to be very friendly and accomodating. I really like Delta Airlines. I would give you five stars.Janet 12/13/12 8:35PM
I used DL 295 on December 11th on the way back to Narita/Tokyo from Atlanta, Georgia, where the annual meeting of the American Society of Hematology (ASH) was held. I had to attend many meetings during the ASH to discuss important things in English which resulted in a tremendous stress and caused the aggravation of my stomach ulcer. I used to bring the drugs for stomach ulcer with me, however, the drugs were in the suitcase and were not available. My stomachache was severe with nausea and vomiting and severe diarrhea which were intolerable. I knew that Delta airplane had several kind of drugs on board. Several years ago, I saw an american passenger who had been just discharged from Johns Hopkins university hospital for his hear disease a few days before his trip from Detroit to Philippine. The american passenger aged seemingly over 70 years old complained of anuria and shortness of breath. To my surprise, there were handy EKG, drip infusion sets, diuretics, blood pressure raising agents in the airplane at that time. However, on December 11th, flight attendant named Karen Nielsen said that there was only aspirin in the plane nowadays. My symptoms continued and of course I could not eat anything. While I was lying on bed groaning, Ms. Nielsen visited me and gave her alka-seltzer which relieved my stomachache significantly. Please tell her my gratitude.
With the warmest regards
Kazuyuki Shimizu, MDAnonymous 12/12/12 8:44PM
i flew out of columbus ohio on the afternoon flight at 1 something to minnapolis and from here on to san jose. then i flew back on december 3 on your 1240 flight 726 into minneapolis and from there on into columbus oh. this was my first time flying with oxygen. i just want to say how healtful all of your employees was. i was a little worried about flying with oxygen but from the time i got to columus all of your employees from skycaps to stewardess was all so very helpful and me feel comfortable. i was treated very well from colubus to san jose and from san jose to columbus oh i just want to say my experience was very nice. i will definely use your service again whenever i fly aain THANKS AGAINAnonymous 12/5/12 4:48AM
A nice feature is that Delta will take your number to call you back and hold your place in line so you don't have to stay on hold for hours on end. The robot that answered me said I should expect a call in two hours and I got a call back in three, so I was satisfied with that. This was even during a peak busy season for the airline because of hurricane Sandy.Anonymous 10/29/12 9:21AM
There is no complaint here! Recently my husband and I flew from Seattle to NYC and returned from Montreal via Minneapolis to Seattle. Since I live my life in a power wheelchair and cannot walk or stand I require an aisle chair and assistance for each entrance and exit. That is a total of twelve individual teams who assisted with my transfers and each knew exactly what to do to make each move as smooth as possible. From retrieving a lost shoe to being guided through the maze of the Minneapolis Airport so that we made our connection despite being last off and first on each team was outstanding. Some damage occurred to the armrest of my chair but that too was handled with courtesy and amazing speed. You have all given us no choice but to ALWAYS fly Delta! Joanne Hjort and Dennis Raymondjoanne 10/16/12 1:07PM
I would like to express my gratitude to Mary Anne
Garcia for providing an excellent service today, Oct. 9,2012 at LAX. She was checking in international flight throughout Salt Lake City. Very knowlegable, friendly and thoughtful. Great job! Amazing! Thank you so much!Mary Anne Garcia 10/9/12 6:11PM
To whom it may concern,
I am writing in recognition of the terrific service offered me by one of your check in employees (Fay Felicia)who went way beyond the call of duty to help me as I checked in on Delta Flight 1106 leaving from San Francisco Airport at 7:50 AM, to St. Paul Minnesota on July 27, 2012. I had placed a very valuable bottle of wine (worth > $2,000) in my cary on back-pack at the last minute to bring to family on the East Coast (forgetting this would not be allowed). I was travelling with my wife and 3 small children, so things were "typically" chaotic. The security team of course refused to allow me to bring the bottle on-board, and suggested drinking it (at 7:30am !) or pouring it out. I ran back to the check in desk (risking missing the flight) and asked Ms. Felicia if she could store the bottle somewhere until we returned in 2 weeks, or at least give it to someone who "appreciated" a great wine. As I boarded the flight (as the doors were closing), Ms. Felicia appeared with the wine which she had sheparded through security. This was no small effort for her, and made a huge positive impact on our family vacation (to have lost this expensive gift would have put a real damper on our vacation). I hope in someway she can be recognized for this very positive action on the part of a very satisfied customer.
thx and please affirm that this message has gotten through.
Randall Vagelos, MDAnonymous 10/3/12 10:45AM
Last evening I experienced the most extraordinary care that one could ever even hope for. The gate agent "Mike' at DFW Terminal E Delta Flight 1810 to Atlanta called me personally on my cell sharing that He would put me on an earlier flight if I could make it for he saw that my connections in Atlanta would be such that I would not make the connecting flight to Jackson. When I arrived for the new flight the gate had just closed and He THEN put me on another airline that enabled me to get home earlier than I would have. What a scenario of excellence.
Thank you Delta and thank you Mike.
Jim HughesJim Hughes 9/19/12 7:04AM
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And Delta is the best airline out there. We are making serious strives to improve customer service and the experience for the passenger. We have won several awards for our technology offered on board and to passengers such as our electronic smartphone boarding passes, our iPhone app, on-board wifi, and live tv.
In an industry where the other big carriers are dealing with a huge merger (United/Continental) and bankruptcy (American) we are an airline that is committed to changing for the better and becoming the best choice for everyone.
carvanroberts 6/18/12 11:46PM
Hector 11/23/11 1:16AM
Travel Agent 10/9/11 11:47AM
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