Denied Boarding JFK-LAS May 20, 2016
Jun 2, 2016, 2:43 pm
#106
Join Date: Apr 2010
Location: ORD/MDW/MKE
Programs: DL, UA
Posts: 786
It should probably go to both. If in fact it was not IDB (in the eyes of the DOT), then I don't think they can really do much of anything but you might get some form of compensation as a costumer service gesture from DL. Would there be any reason not to send it to DL also?
Jun 2, 2016, 3:42 pm
#107
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That attitude seems to be spilling over to over departments as well. Last week I called the DM line to do a SDC. I had a premium cabin fare and all that was needed was a premium cabin seat to do the change, yet the DM agent pushed back and started arguing with me telling me that was incorrect and I needed the same fare class (this was a P class ticket). I said that wasn't the case and asked if she would please put me on hold and just confirm with her supervisor. Again, she argued back I was I wrong and I asked to please just put me on hold to quickly ask her supervisor, but instead she just flat out hung up on me. That was a first on the DM line. I called back up and the second agent was fantastic and completed my request in less than 2-minutes.
Overall, whether it be GA's or phone agents, there seems to be a downward trend in customer service @ DL.
Overall, whether it be GA's or phone agents, there seems to be a downward trend in customer service @ DL.
Jun 2, 2016, 3:43 pm
#108
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IME the DL agents at JFK have a much higher ratio of folks that are very rude and customer unfriendly (also true at ATL). I think the GA helped out a standby pax (possibly a nonrev buddy who wanted to get to Vegas) by using the 15 minute rule to deny boarding. This should, however, be traceable. Not that anyone will ever bother to look into it.
Jun 2, 2016, 4:27 pm
#109
Join Date: Nov 2013
Programs: DL PM
Posts: 1,089
I always forget to answer the survey at the end of the call..
And usually I HUCA, so when the email survey calls and ask about the "last agent I spoke with" I can never be sure who I'm leaving feedback for/can't leave the "bad" review that would actually be helpful.
And usually I HUCA, so when the email survey calls and ask about the "last agent I spoke with" I can never be sure who I'm leaving feedback for/can't leave the "bad" review that would actually be helpful.
Jun 2, 2016, 9:17 pm
#110
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When you have a really bad phone agent, you should wait until they hang up first and then give a bad rating. I've had a few try to wait me out, but I just put the phone on speaker and proceed to do something else until they give up.
Jun 2, 2016, 10:22 pm
#111
Join Date: Oct 2011
Location: LAS - where you can get married and divorced in the same 24 hour period. Perfect for the woman who's saving herself for marriage and the man who wants a one night stand.
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Maybe playing a recording of a dial tone would get them to hang up sooner.
Jun 3, 2016, 11:43 am
#113
Join Date: Apr 2005
Location: New York, western US
Programs: DM/3MM
Posts: 4,246
IME the DL agents at JFK have a much higher ratio of folks that are very rude and customer unfriendly (also true at ATL). I think the GA helped out a standby pax (possibly a nonrev buddy who wanted to get to Vegas) by using the 15 minute rule to deny boarding. This should, however, be traceable. Not that anyone will ever bother to look into it.
Jun 3, 2016, 11:49 am
#114
Join Date: Mar 2010
Programs: DL PM, Bonvoy Gold
Posts: 8,414
IME the LAX check in and SC people are great, but the gate agents are more on the grumpy side.
Jun 3, 2016, 11:52 am
#115
Join Date: Apr 2005
Location: New York, western US
Programs: DM/3MM
Posts: 4,246
I agree. And I've seen the LAX check-in people take way more abuse from pax than I see in other cities. The sour GAs there are such a disconnect with the rest of the operation.
Jun 3, 2016, 12:20 pm
#116
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As I read this thread, one thing stands out. Neither GA or any other employee gave them a reason for the denied boarding.
I find it hard to believe they did not give them SOME reason.
Without hearing Delta's side of the story, I am thinking this is 15 minute rule, plain and simple.
Also, if the OP was considering the $800 or better offer, why not show up closer to 30 minutes or more to find out?
I find it hard to believe they did not give them SOME reason.
Without hearing Delta's side of the story, I am thinking this is 15 minute rule, plain and simple.
Also, if the OP was considering the $800 or better offer, why not show up closer to 30 minutes or more to find out?
Jun 3, 2016, 12:28 pm
#117
Join Date: May 2015
Posts: 2,881
The dispatcher can post an earlier ETD on the day of departure. However, the 15 minute cut-off applies to the scheduled departure, not the estimated.
If the flight leaves early without you, you are only entitled to denied boarding compensation if the flight was oversold.
If an airline refuses you boarding before it's cutoff, then you should be eligible for a refund or other negotiated compensation.
If the flight leaves early without you, you are only entitled to denied boarding compensation if the flight was oversold.
If an airline refuses you boarding before it's cutoff, then you should be eligible for a refund or other negotiated compensation.
Last edited by Widgets; Jun 3, 2016 at 12:37 pm
Jun 3, 2016, 12:34 pm
#118
Join Date: Mar 2010
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Posts: 8,414
Jun 3, 2016, 12:38 pm
#119
Join Date: May 2015
Posts: 2,881
Jun 3, 2016, 12:41 pm
#120
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The dispatcher can post an earlier ETD on the day of departure. However, the 15 minute cut-off applies to the scheduled departure, not the estimated.
If the flight leaves early without you, you are only entitled to denied boarding compensation if the flight was oversold.
If an airline refuses you boarding before it's cutoff, then you should be eligible for a refund or other negotiated compensation.
If the flight leaves early without you, you are only entitled to denied boarding compensation if the flight was oversold.
If an airline refuses you boarding before it's cutoff, then you should be eligible for a refund or other negotiated compensation.