I filed a complain with Delta and got a response that said the Timatic database is what they use to define what documents are required. When I looked up the information it clearly states the document I presented (protocolo) is what is needed:
I even took a video of me showing the lady the protocolo document. The gate agent made me stop recording but in hindsight I wish I had simply put my phone on the counter and had the audio recording turned on.
http://www.youtube.com/watch?v=-SUhhQRLSys
The response from Delta who said this about any liability they have for this agents actions:
As a service to our international travelers, Delta provides information regarding proper documentation for their travel and checks documentation at the time of check-in. However, passengers are responsible for complying with the laws and obtaining the necessary documents required for entry into another country (including Canada) prior to their day of travel. If a passenger travels without proper documents, the passenger may be denied entry into that country and the airline may be fined.
Our International Contract of Carriage, Rule 45, the contract that governs our tickets specifically states the following.
Carrier is not liable to the passenger for loss or expense due to the passenger's failure to comply with this provision. Carrier reserves the right to refuse carriage to any passenger who has not complied with applicable laws, regulations, orders, demands, or requirements or whose documents are not complete. No carrier shall be liable for any aid or information given by any agent or employee of such carrier to any passenger in connection with obtaining such documents or complying with such laws, whether given orally or in writing or otherwise.
The Contract of Carriage governs the terms and conditions of every ticket and includes many provisions that you may or not be aware of when you purchase a ticket, but which are expressly incorporated into each ticket
This seems like a cop out since my documents were complete. The wild thing is that the gate agent specifically told me the only acceptable documentation was a visa pasted into my passport, plain and simple.
So here is the kicker IMO. I made my reservations with SkyMiles. Since I was denied the ability to board my flight down, that means my flight back would be canceled. When I called to speak with the SkyMiles operator she told me I would have to book a return flight and pay a change fee of $145 but there would be no SkyMiles refunded. So I ended up spending twice the miles for a one way ticket back and paying $145 for the change.
Because of that agent I had to pay this extra:
- One way last minute flight on American Airlines $1,800
- Flight changes in Brazil $250
- Entry Fees to Argentina (since the only flight I could get down was through there) $150
- 13 hour layover in Buenos Aries $150 (I went to the Hilton to use the spa, a shower, steam and sauna were nice after the overnight flight) and Admirals Club plus a nice lunch.
Total = $2,350 because the lady wouldn't let me on the flight.
Since my wife is from Brazil and we spend half the year down there we have to buy 6 tickets a year right now. Our first kid is still under 2 years old (flies free on our lap) but our 2nd is on the way. That means in the future we will be buying 8-12 round trip tickets and NONE of them will be on Delta after this.
Do you all know if the airlines see the complains made to this website?
http://airconsumer.dot.gov/problems.htm