Delta Drops The Ball Again

I was flying out of Knoxville on Delta (it was my only choice) last week and Delta was up to their old tricks. First, they told me that my carry on was too large and had to be checked for planeside pickup. This despite the fact that it was well within the size guidelines and the flight was only half full. After arriving in Charlotte, my bag was nowhere to be found. The gate attendant told me that it had been sent on to portland (my final destination) and I could pick it up there. I asked for documentation and she said my sticker on my ticket was sufficient. Surprise-when I got to Portland they had no knowledge of my bag and they told me it was my responsibility to pick up the bag or file a claim in Charlotte. When I informed them that 1. A delta employee instructed me to pick up my luggage at my destination and 2.I could not file a claim because I only had 30 minutes between connections they literally laughed in my face and told me that no one at Delta would have told me that. After lawyering up, I finally managed to get Delta to accept responsibility, but the arrogance and contempt that this airline has for their customers (victims) still shines through.

Delta To Bring Outsourced Calls Back To U.S. But Not Add Any New Jobs

This from The Consumerist blog

Delta Airlines recently announced that it had decided to move some of its outsourced call center operations out of South Africa and back to the U.S. But before anyone goes looking for a gig at Delta's phone operations base in Dallas, the airline says it should be just fine with the staff it already has on hand.

The transition of promotions and sales calls back to U.S.-based operations will happen during July and August, reports the Atlanta Journal-Constitution. The airline will continue to use outsourced call centers in Jamaica, but says they plan to eventually bring all North American calls back in house.

While Delta's operation in South Africa accounted for around 200 jobs, the airline says that its existing U.S.-based call center staff will be sufficient for handling the additional calls after the transition is completed.

Which either means that the U.S. call centers currently have plenty of free time during their workday, or — more likely — that Delta customers can expect longer waits and frustrated, overworked CSRs on the other end of the line. But at least they will get to hang up on Americans this time.

So now we can expect even worse customer service from the world's worst airline

Earlier last month, the folks at the American Customer Satisfaction Index released their latest data for airlines and fast food restaurants. And judging by the companies that came in last in each category, being the biggest doesn't make you any better.

DELTA'S DIP:
In last year's airline index, Delta was ranked fifth out of the seven major airlines on the list. But its acquisition of last year's worst airline, Northwest, didn't do its index score any favors. Delta's customer satisfaction index dropped a whopping 9.7% from last year. And since ACSI began keeping score in 1995, Delta has sunk an amazing 27.3%. In its heyday, Big D was second only to Southwest on the index.


How can a company continue to treat their paying customers with such contempt?

Delta Almost Lets Child Get Kidnapped!!

This From Consumerist website:

"Christina says she paid $200 for Delta to keep an eye on her son on a round trip flight, but inexplicably allowed him to walk off the flight with a man the flight attendants thought was his uncle. She spotted her son with the man, but worries about what might have happened had she not been there at the right time"

Full story here

After complaining Delta offered her $300. And no apology. Heartless bastards, but what do you expect from the most evil company on the planet?

I'M BACK!!!

My apologies to all who were waiting for a continuation of the story. Family problems and job changes put this blog on hiatus for too long. So let's get back to documenting what a horrible company Delta Airlines is, shall we?

After complaining for over six years (see my first post for the whole story) I received a call from the "Executive Customer Service" office of Delta. After discussing my situation a Mr. Greg Ingram proceed to tell me that I was lying and that the incident I described could not have possibly happened the way I described it. He told me that "There is no way you could have sent a letter to us for six years straight and us not respond" When I informed him that my letter to him contained copies of my FedEx receipts and eyewitness accounts of the incident (including contact info) he told me, and I quote that I was "A delusional, mentally unbalanced person".

Yes Mr. Ingram and Delta Air Lines-In your world I am delusional because I ask you to keep your promises and call you out on your lies. I am delusional because I ask for some gesture that would show me Delta looks at its customers with something other than sneering contempt.

I'll be updating this blog frequently, documenting the evil monster that is Delta and warning people not to give their money to this horrible corporation.

The Plot Thickens...

Got a phone call from the executive office at Delta. I'll be returning the call today and will post the outcome of the call as soon as I'm done. Stay tuned....

This Just In..

Just got an (anonymous) email that gave me the phone number of Lee Macenczak's office. He's the head of Delta customer service. I just called and left a message with his assistant. Let's hope it gets me somewhere.

I've said all along that all I want is an apology and some sort of compensation for the horrible experience they put me through. I think six years is an awfully long time to wait for a resolution to this, but I am willing to give them the benefit of the doubt. So, no horror stories from the mailbag today, let's see if Delta does the right thing.

I'll keep everybody posted.