Originally Posted by
dmonahan
We booked a round trip MHT-TUL via Expedia. They booked us out on Delta, back on Continental. They had an ice/sleet storm in Tulsa. It appears that there is no equipment to handle this anywhere in the city. The streets were all but undrivable. Hotel and restaurant parking lots were the same. Most importantly, the airport simply shut down.
Knowing our Sunday AM flight was cancelled, I call the Expedia help line Saturday AM. They said they can't do anything once the trip has started. So, I called Continental. They said that, since the outbound leg was on Delta, we had a Delta ticket and they had to rewrite it. I called Delta, who told me that it was a Continental flight that was cancelled, so they had to rewrite it.
I went around the phone loop again, finally reaching a Delta guy who admitted he could do it. He told us we were all set for a Monday afternoon flight. We hung around the hotel all day Sunday, killing time.
We arrived at the airport at 10am Monday. Delta told us that our flight was cancelled and that they couldn't get us out until Friday. They would not try any other airlines for us. BTW, the reason they gave is that they can't get the fuel trucks up to the planes because of all the ice.
We walked over to the Continental counter, where a nice lady (Theresa) spent an hour, finally finding us flights on Tuesday. So, we'll be home 2 1/2 days late.
I was once a frequent flyer, but have only been travelling a half dozen times a year recently, so I'm out of practice. Would you think I would have been better off to hang around the airport all day Sunday, trying to get out earlier? I should point out that the local TV stations were claiming the airport was completely shut down when, in fact, some flights left.
I also want to write to Continental, telling them how good was their service, and to Delta, telling them how bad was theirs, and how curt were their counter folk (including the supervisor). Where can I find the best addresses to use?
Dick.
welcome to FT.
I have been thru similar hell. My advice: Start now, and always take all names, ID numbers and info, and save EVERYTHING involving your entire experience down to the last detail.
Write it all down in full, noting that as silly as it may sound to some, the longer your letter, the more effect it will have because when something big comes in to CS, they have to sit down and deal with it.
Send copies to both airlines and to two departments. CS management AND the miles departments. Why them? Well, you want credit for both flights--or, you want to put all the miles from one partner onto the other airline (DL and CO are partners so do that) MAIL THIS "packet", do
not email it!
Send a copy to Expedia as well, and be sure all copies show that you sent it to the other guys. I'd even put on the bottom that you CCd it to some lawyer just to add some gusto to it. OR the BBB at the very least!
Explain the frustration in full detail and note how discouraged you are, but that you would continue doing business if they can FIX this issue now, and also make it easier for the next new guy! that helps your case.
Include every receipt you have. Don't NOT have pieces of this pie. Have your boarding cards, ticket info, itinerary, etc. Even the luggage tags!
yes, weather is an issue, but frankly, I find it as an excuse. Someone should have given you SOMETHING you could do! Instead, they all confused you out of the game and you were left to fend for yourself, totally unarmed. that, to me is a breach of MY security and I would like some compensation for this!!
When you get to that part, I would craftily word it as such, noting that if they do agree to help you, they will try to do as little as possible:
I have enclosed a copy of all receipts and costs associated with this problem. I have even enclosed a copy of the postage receipt 9you can ask the USPS to give you one to slip into the letter pack you are sending, seeing as how it will cost you a few stamps or priority postage costs!) and I would like to ask for a monetary refund for my efforts. Should your airline/business NOT be able to provide cash or check, then kindly add miles to my FF account. Should this also not be doable, then if you do provide vouchers, I would kindly ask that these be useable by ANYONE, with more than one year expiry, and that they can be used ONLINE or on the phone, and not just in person at an airport desk. I would like to consider future travel with you but i need to be the one to make the decision as to how and when this is done, without unreasonable restrictions that make me more frustrated. Surely you can understand, after having read my whole story.
Ask also to find out who, if anyone "owns" your problem at said airline CS department. You may find yourself chasing a lot of people if you don't. Hold everyone accountable and do not give up until you get what you need. Don't necessarily be greedy but definitely push 'em! It's not easy but it's part of this whole flying game these days!
Good luck and enjoy the ride. I tend to have big and small battles like this one nearly every day just with mileage promos!
MM
PS: check this example of travel problems from Conde Naste's Ombudsman section found online and if you have a chance, grab Conde Naste Traveler magazine at any newsstand and then write to the Ombudsman address in that section. Who knows, maybe they will both pursue and publish your story!
http://www.concierge.com/cntraveler/...rticleId=10462