Bad Experience at JFK Airport with Delta Air Lines
May 8, 2010, 7:39 pm
#1
Original Poster
Join Date: May 2008
Location: NYC
Programs: AA Platinum, Delta Gold
Posts: 184
Bad Experience at JFK Airport with Delta Air Lines
I read this thread carefully in anticipation of my recent JFK-LAS trip on Delta, and vowed to avoid this problem. I left an hour cushion (planning to arrive two hours early) but a series of traffic mishaps got me to the airport 70 minutes prior to scheduled departure time. Seeing the delay I tried several times to call Delta and received a message that due to extremely heavy call volume they can't take my call try again later. I purchased two business class tickets and had with me my newly widowed 81 year old mother (not a traveler).
The cab let me off at the wrong (first) set of doors (I studied the Delta terminal map and the JFK terminal map prior to the trip, both are ridiculously inadequate). I found a sea of chaos; 100 people trying to check their bags and two agents. I found a 'service agent' and explained that I needed to check in now and that I had business class tickets; she put me in line with a supervisor. The supervisor was chatting with the people on line ahead of us, so I went back to the service agent and explained the time situation; she put me back in the supervisors line.
When I finally got to the supervisor (59 minutes prior to flight time) she told me that the flight was locked, she couldn't check my bags and there was nothing she could do about it. She was the epitome of nasty and almost took delight in our predicament. I asked her to check to see if the flight was delayed and she said it wasn't (after I checked in I went to the monitor and saw that the flight was delayed). She gave me no options other than asking someone to come to the airport and pick up our luggage (not sure where she expected me to leave unattented luggage while we made the flight). I asked about the next flight- she said it was six hours later and began to look up the fare difference. My mother asked a question and she barked at my sweet mom: "I'm not talking to YOU!!! I'm talking to HER only." I asked for a business class supervisor and she said it was her. Seeing no option I emptied my mom's luggage into mine (carry-on size). In the middle of this chaos I was on the floor moving her clothes, her shoes, her underwear, into my bag, my purse, into my pockets. But my mother wouldn't let go of her luggage; my dad, who rarely bought anything, bought it right before he died in February and it meant a lot to all of us. So a wheelchair came and she climbed into it, clutching the empty suitcase, asking people if they would take it home for $20 and we would pick it up a few days later. There were no takers.
I decided to try to get it past security; if I could, I thought I had a shot at talking the agent into gate checking it. The bag went through security without a problem (in my confusion I forgot about our liquids, but they weren't caught) and the bags were gate checked without issue. Nearly 90 minutes later we saw our bags being put under the plane with the rest of the luggage.
I wanted this trip to be perfect for my mom, and thanks to the chaos of JFK and one rude supervisor the trip was nearly ruined. But we did have a good laugh at the thought that the Times Square bomber had no problem getting on a plane that day at JFK but my mother's bag almost didn't.
I don't want anything from Delta but they have some real problems at JFK. I am writing this so others will learn from our experiences. I think my next step will be to cut up my Delta credit card and send it with a letter - if nothing else it will make me feel good.
The cab let me off at the wrong (first) set of doors (I studied the Delta terminal map and the JFK terminal map prior to the trip, both are ridiculously inadequate). I found a sea of chaos; 100 people trying to check their bags and two agents. I found a 'service agent' and explained that I needed to check in now and that I had business class tickets; she put me in line with a supervisor. The supervisor was chatting with the people on line ahead of us, so I went back to the service agent and explained the time situation; she put me back in the supervisors line.
When I finally got to the supervisor (59 minutes prior to flight time) she told me that the flight was locked, she couldn't check my bags and there was nothing she could do about it. She was the epitome of nasty and almost took delight in our predicament. I asked her to check to see if the flight was delayed and she said it wasn't (after I checked in I went to the monitor and saw that the flight was delayed). She gave me no options other than asking someone to come to the airport and pick up our luggage (not sure where she expected me to leave unattented luggage while we made the flight). I asked about the next flight- she said it was six hours later and began to look up the fare difference. My mother asked a question and she barked at my sweet mom: "I'm not talking to YOU!!! I'm talking to HER only." I asked for a business class supervisor and she said it was her. Seeing no option I emptied my mom's luggage into mine (carry-on size). In the middle of this chaos I was on the floor moving her clothes, her shoes, her underwear, into my bag, my purse, into my pockets. But my mother wouldn't let go of her luggage; my dad, who rarely bought anything, bought it right before he died in February and it meant a lot to all of us. So a wheelchair came and she climbed into it, clutching the empty suitcase, asking people if they would take it home for $20 and we would pick it up a few days later. There were no takers.
I decided to try to get it past security; if I could, I thought I had a shot at talking the agent into gate checking it. The bag went through security without a problem (in my confusion I forgot about our liquids, but they weren't caught) and the bags were gate checked without issue. Nearly 90 minutes later we saw our bags being put under the plane with the rest of the luggage.
I wanted this trip to be perfect for my mom, and thanks to the chaos of JFK and one rude supervisor the trip was nearly ruined. But we did have a good laugh at the thought that the Times Square bomber had no problem getting on a plane that day at JFK but my mother's bag almost didn't.
I don't want anything from Delta but they have some real problems at JFK. I am writing this so others will learn from our experiences. I think my next step will be to cut up my Delta credit card and send it with a letter - if nothing else it will make me feel good.
Last edited by Canarsie; May 9, 2010 at 11:53 am Reason: Added link after new thread was created.
May 8, 2010, 8:17 pm
#2
Join Date: Feb 2008
Location: JFK,ATL,LGA (the rest of the world follows)
Programs: DL KM/DM/2MM (NH Plat emeritus, CO Plat emeritus, and no place like home)
Posts: 3,190
You may want to leave the flight date and flight number here...
There are some DL employees in the forum, and it sounds like one of the extra-ordinary events that would draw attention inside (to correct the scenario).
I read this thread carefully in anticipation of my recent JFK-LAS trip on Delta, and vowed to avoid this problem.
...
When I finally got to the supervisor (59 minutes prior to flight time) she told me that the flight was locked, she couldn't check my bags and there was nothing she could do about it. She was the epitome of nasty and almost took delight in our predicament. ...
I don't want anything from Delta but they have some real problems at JFK. I am writing this so others will learn from our experiences. I think my next step will be to cut up my Delta credit card and send it with a letter - if nothing else it will make me feel good.
...
When I finally got to the supervisor (59 minutes prior to flight time) she told me that the flight was locked, she couldn't check my bags and there was nothing she could do about it. She was the epitome of nasty and almost took delight in our predicament. ...
I don't want anything from Delta but they have some real problems at JFK. I am writing this so others will learn from our experiences. I think my next step will be to cut up my Delta credit card and send it with a letter - if nothing else it will make me feel good.
May 9, 2010, 7:09 am
#3
Join Date: Oct 2002
Location: LAS
Programs: PA FT, TW Gold, NW/CO PE, VK Eagleflyer
Posts: 7,173
It would appear that for NY-area flyers, the CO-UA integration cannot happen soon enough.
May 9, 2010, 11:09 am
#4
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,539
I was at JFK the day Fontaine was. Coming in on a KL flight connecting to DL. I really find nothing positive at this airport or the DL operation. The bag recheck was the worst I've ever seen. The agent told me to go to terminal 2, which was wrong. Then the club check-in lady was rude.
The departure gate was now terminal 3. When I left to go there, I found that again the gate was moved. All the way from the front of the terminal to the back.
I'll be happy if I never have to go through JFK again.
The departure gate was now terminal 3. When I left to go there, I found that again the gate was moved. All the way from the front of the terminal to the back.
I'll be happy if I never have to go through JFK again.
May 9, 2010, 11:30 am
#5
Join Date: Mar 2007
Posts: 89
I had a similar thing happen to me, only I arrived earlier to the airport (with 3 small children in tow)
To do list:
I'm not sure which medium really did it, but persistence in the answer...
To do list:
- I filed a complaint with the BBB in Atlanta (takes less than 5 minutes, if you already have a draft of the complaint)
- I filed a complaint with the The GA Governor’s Office of Consumer Affairs http://oca.awe.gta.ga.gov/ima_form.a...ERAL_COMPLAINT (also less than 5 minutes)
- I filed a complaint with the DOT http://airconsumer.dot.gov/escomplaint/es.cfm (2-3 minutes)
- I sent an email to all the top executives at Delta (found the emails online)
- I sent an email via the online "contact us" form on Delta.com
- I disputed the charge on my AMEX.
- I made the whole story with all the follow up emails public online... (which according to some they read as well)
I'm not sure which medium really did it, but persistence in the answer...
Last edited by mendel; May 9, 2010 at 1:18 pm
May 9, 2010, 12:37 pm
#8
Join Date: Apr 2003
Location: Atlanta
Programs: AA Lifetime Gold, Marriott Silver, Starwood Platinum
Posts: 3,656
It sounds like you had a horrible experience and I could only imagine what you felt at the time. I apologize that the supervisor that you dealt with was not very helpful and made your whole Delta travel experience a displeasure. There are no excuses for rude behavior or bad customer service. On behalf of Delt Air Lines I apologize for your experience. I would strongly recommend you click following the link here: http://www.delta.com/emailus/servlet/EmailUs?cmd=go so that one of our customer care specialist will take care of your situation. I hope this situation will be corrected promptly and let us know what we can do to further assist you.
May 9, 2010, 12:44 pm
#9
Join Date: Jul 2009
Location: Washington, DC
Programs: DL PM; IHG PlatAmb; Hilton Dia; Marriott Plat; Hyatt Discoverist
Posts: 7,320
"I left an hour cushion (planning to arrive two hours early) but a series of traffic mishaps got me to the airport 70 minutes prior to scheduled departure time."
This is not in any way, shape, or form, Delta's fault. And since Delta makes it pretty clear that you have to check baggage 60 mins prior to flight at JFK, this was the source of your problem.
Both the signage at the airport, and the info on Delta's website, about JFK terminals are pretty darn clear.
Of course, you shouldn't have been "barked at". But so much of this post is irrelevant (ie, whether your mother has recently been widowed may matter to you but could not be important to the CSR). Moreover, you probably had a sense of entitlement which came off as indignant and was not helpful.
I've flown DL out of JFK 4 times in the past 4 weeks, out of 2 different terminals, and never had a problem. I've 1) arrived 90 min+ before scheduled departure; and 2) smiled to every employee, who cheerfully directed me.
This is not in any way, shape, or form, Delta's fault. And since Delta makes it pretty clear that you have to check baggage 60 mins prior to flight at JFK, this was the source of your problem.
Both the signage at the airport, and the info on Delta's website, about JFK terminals are pretty darn clear.
Of course, you shouldn't have been "barked at". But so much of this post is irrelevant (ie, whether your mother has recently been widowed may matter to you but could not be important to the CSR). Moreover, you probably had a sense of entitlement which came off as indignant and was not helpful.
I've flown DL out of JFK 4 times in the past 4 weeks, out of 2 different terminals, and never had a problem. I've 1) arrived 90 min+ before scheduled departure; and 2) smiled to every employee, who cheerfully directed me.
May 9, 2010, 1:10 pm
#11
Join Date: Aug 2008
Location: MCO
Programs: DL-DM/1MM, HILTON-DIA, .HYATT-DIA/GLOB , IHG-PLT,HERTZ 5*, NATIONAL ES
Posts: 8,691
+1.. it is NYC. Traffic happens... Plan on it and leave earlier. I do not see this as DL's fault... If the agent/supervisor was rude and barking, then complain about her/him. If the OP was late and the supervisor followed procedures, but did not give the answer the OP was hoping for, then there is no complaint here...
May 9, 2010, 2:19 pm
#14
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
I've heard the folks over at AA & CO have come up with similar marketing slogan's...."Come Fly Us, We're not DL at JFK!"...heck I even heard CO had the PA almost agreed to "Fly EWR, It's not JFK!" until they realized they owned JFK too 
May 9, 2010, 2:29 pm
#15
Original Member
Join Date: May 1998
Location: Atlanta, GA
Programs: DL 3 MM/DM, Marriott Titanium Elite, Hyatt Globalist, National Exec Elite
Posts: 4,003
Yes, the traveler (particularly with an elderly parent) should have left super-duper early, whatever that is. (Should one plan to arrive 12 hours in advance and spend any extra time soaking up the wonderful ambiance that is JFK?).
Yes, the traveler was bringing up a lot of extraneous stuff (like sentimental luggage, a recent death in the family, etc.).
Yes, it would have potentially helped had they gone to the correct check-in area.
Having said that:
1. When they approached the agent with the dilemma, he/she could have grabbed someone to get them checked in -- particularly if they were front cabin customers as the OP claims. Surely, a touch like this is not too much to ask as part of the :-:Sky Priority:-: program.
2. There is no excuse for the level of rudeness that can be delivered from some agents at JFK (not all, mind you, but some).
3. As common as this checked bag cut-off problem is, Delta should come up with some way to allow people to check bags late by signing a waiver that relieves Delta from the obligation to get them on the scheduled flight and/or to deliver them at the destination if they don't make it. It would save a lot of agent time on the back end, as when this happens to a customer, there likely is a lengthy argument and/or negotiation over what to do followed by a rebooking process.
Something as simple as, "I'm sorry, Ms. X, but since you arrived at the counter after the bag cutoff time, I can't guarantee your bags will make the flight. You can either make other arrangements for the bags, or I will go ahead and check them for you with the understanding that they may arrive on a later flight and, if so, you will have to go back to the airport to pick them up. We'll do our best to get them on your flight, but I just can't promise that at this point."
Yes, the traveler was bringing up a lot of extraneous stuff (like sentimental luggage, a recent death in the family, etc.).
Yes, it would have potentially helped had they gone to the correct check-in area.
Having said that:
1. When they approached the agent with the dilemma, he/she could have grabbed someone to get them checked in -- particularly if they were front cabin customers as the OP claims. Surely, a touch like this is not too much to ask as part of the :-:Sky Priority:-: program.
2. There is no excuse for the level of rudeness that can be delivered from some agents at JFK (not all, mind you, but some).
3. As common as this checked bag cut-off problem is, Delta should come up with some way to allow people to check bags late by signing a waiver that relieves Delta from the obligation to get them on the scheduled flight and/or to deliver them at the destination if they don't make it. It would save a lot of agent time on the back end, as when this happens to a customer, there likely is a lengthy argument and/or negotiation over what to do followed by a rebooking process.
Something as simple as, "I'm sorry, Ms. X, but since you arrived at the counter after the bag cutoff time, I can't guarantee your bags will make the flight. You can either make other arrangements for the bags, or I will go ahead and check them for you with the understanding that they may arrive on a later flight and, if so, you will have to go back to the airport to pick them up. We'll do our best to get them on your flight, but I just can't promise that at this point."