My friend and his wife were booked on a direct flight from LAS to CVG on Thanksgiving day getting in around 7p. They have had the reservation for several months. Yesterday, he looked at his reservation to find that his direct flight was now a connection through ATL getting in after 11p. No call, no email, DL even went as far as saying that his email addy needs to be updated (he gets everything else from DL just fine)

It may not seem like a lot of time, but he was planning on meeting up with family when he got back. Now it is impossible.

Emails to DL have been futile. They apologize but don't offer anything thing along the lines of compensation. They did say that he could get that flight the day before or day after, but the Turkeyday flight was Cancelled!

As a DL PLT, shouldn't he expect something more than an apology because of the situation and the fact that they didn't care enough to let him know he was losing time he thought he had?

Your input would be appreciated.