Looking for compensation
Mar 24, 2017, 2:23 pm
#16
Join Date: Jan 2001
Location: Somewhere I've Driven To
Programs: HiltonHonors, IHG Hotels, DL Skymiles
Posts: 2,070
This website is not a forum for complaints. We're all Delta fans here, so coming on this forum and telling us how terrible Delta is is unlikely to get quality responses.
You cannot email CEOs of corporations (Delta or otherwise) and expect to get a response. Your email likely wasn't ignored, it was probably never even seen. You have to go customer service, ask for a supervisor, and work your way through the system that way.
You cannot email CEOs of corporations (Delta or otherwise) and expect to get a response. Your email likely wasn't ignored, it was probably never even seen. You have to go customer service, ask for a supervisor, and work your way through the system that way.
I agree, but cut them some slack here.....I think it's pretty evident that these are infrequent travelers, not road warriors that even have a clue about how many things can go wrong let alone who/ what / where / how to fix it.
Mar 24, 2017, 2:31 pm
#17
Join Date: May 2015
Posts: 2,881
I agree. A major part of customer service is that perception is reality. When a customer has a bad perception, it's better to be straight-up and brutally honest instead of stringing them along without telling them why a claim is denied... imo. Even if the OP is entitled to nothing, I think he/she should at least get a written statement from Delta explaining why the claim is denied. Maybe that's already happened and the OP willfully ignored it. We don't know. (Delta did give the third party a reason for denying the claim, but that wasn't very thorough.)
Mar 24, 2017, 2:36 pm
#18
Join Date: Mar 2010
Programs: DL PM, Bonvoy Gold
Posts: 8,414
2. Complaints should be short and to the point. An EC 261/2004 claim is based on a simple set of facts and is binary. Those facts either exist or not. The purpose of your trip and your aunt's age are irrelevant. Unlike situations where you are seeking assistance where the personal situation may matter, it does not matter here.
Mar 24, 2017, 2:42 pm
#20
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
I agree. A major part of customer service is that perception is reality. When a customer has a bad perception, it's better to be straight-up and brutally honest instead of stringing them along without telling them why a claim is denied... imo. Even if the OP is entitled to nothing, I think he/she should at least get a written statement from Delta explaining why the claim is denied. Maybe that's already happened and the OP willfully ignored it. We don't know. (Delta did give the third party a reason for denying the claim, but that wasn't very thorough.)
Mar 24, 2017, 8:27 pm
#21
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
You may be correct, but that is a function of EC 261/2004, which has come to be seen by many as a pot of gold. In this case only one passenger has a potential claim because 3 were not denied boarding but apparently chose to voluntarily offload themselves. But, OP nonetheless believes that there are 4 claims and has likely heard that he might see EUR 2,400.
That is an astonishing amount of money for a few hours of leisure time, even if DL did completely louse this up. Thus, the "pot of gold."
Thus, rather than pursuing a complaint with VS or some TA or considering the possibility that he mistyped his aunt's information, and possibly seeing a small token by way of apology, OP sees a large judgment headed his way.
That won't happen.
That is an astonishing amount of money for a few hours of leisure time, even if DL did completely louse this up. Thus, the "pot of gold."
Thus, rather than pursuing a complaint with VS or some TA or considering the possibility that he mistyped his aunt's information, and possibly seeing a small token by way of apology, OP sees a large judgment headed his way.
That won't happen.
Mar 24, 2017, 9:04 pm
#22
Join Date: May 2015
Posts: 2,881
We don't know the exact reason DL told the NEB. We only know what the OP says was told by NEB. They may have explained it, but the NEB only saw the blame on VS and ignored the rest. It sounds like OP had a bad time and that most of this was the OTA/VS fault. Trying to get compensation from DL thus sounds like the wrong place. Plus it sounds like OP is trying to claying regulatory compensation that isn't entitled to. Thus I'm betting DL has said the problem was not with us, but with VS/OTA and to contact them. However under belief that EU261 was at play they've continued to press DL. Based on the info given by OP it sounds like this is not EU261 covered. Also it sounds like the issue is with VS/OTA who issued tickets/reservation.
Mar 24, 2017, 9:49 pm
#24
Join Date: May 2015
Posts: 2,881
Oh my god, you're so right! Going after EU compensation for fog, reasoning that fog is common in London and therefore isn't extradorinary... These are the kind of passengers who demand compensation for every slight weather delay, or demand IDB compensation because they forget to arrive at the airport with photo ID. It dilutes the legitimacy of substantive complaints.
Mar 25, 2017, 4:52 am
#25
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Join Date: Nov 2009
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Oh my god, you're so right! Going after EU compensation for fog, reasoning that fog is common in London and therefore isn't extradorinary... These are the kind of passengers who demand compensation for every slight weather delay, or demand IDB compensation because they forget to arrive at the airport with photo ID. It dilutes the legitimacy of substantive complaints.
Mar 26, 2017, 4:27 pm
#27
Original Poster
Join Date: Feb 2014
Posts: 17
Also, why would I need to lie. I'm not holding back any information. They were denied boarding because the flight was actually over booked? So if anyone is making anything up it Delta
Mar 26, 2017, 4:35 pm
#28
Original Poster
Join Date: Feb 2014
Posts: 17
OP - I fail to see where EC261 applies. Your party had check in issues. They didn't even make it to the gate for the original flight so how could they be denied boarding?
I also don't know why you would call VS with check in issues. The operating carrier always handles check in. I think there is more to this story than you're letting on...
What was the route scheduled to fly and operating airlines for said flights, by the 4 pax you mention had a reservation?
DL has excellent customer service but EC261 is handled by a specific team reachable by writing only. It seems you don't have a valid EC261 claim and they perhaps did you all a favor allowing standby on the next flight without any change fee or fare difference.
I also don't know why you would call VS with check in issues. The operating carrier always handles check in. I think there is more to this story than you're letting on...
What was the route scheduled to fly and operating airlines for said flights, by the 4 pax you mention had a reservation?
DL has excellent customer service but EC261 is handled by a specific team reachable by writing only. It seems you don't have a valid EC261 claim and they perhaps did you all a favor allowing standby on the next flight without any change fee or fare difference.
Your comments are meaningless unless you read the whole thread. And as for deltas customer service? Are you joking? Or do you work for them?
Mar 26, 2017, 4:38 pm
#29
Join Date: Jan 2014
Location: OC
Programs: Delta/Hyatt/Hilton DM, Marriott Plat
Posts: 105
What you stated is mismatch of pax name in DL system, regardless of circumstance, so DL was unable to issue a boarding pass. The issue is more likely on TA/VS and complicated system to transit pax info. It's one of the reason strongly encouraged to purchase fare directly from airline...
Mar 26, 2017, 4:40 pm
#30
Original Poster
Join Date: Feb 2014
Posts: 17