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: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