Awful customer service after diversion
#16
FlyerTalk Evangelist
Join Date: Sep 2002
Location: IND
Programs: DL PM & 2MM™, Lifetime HHonors Diamond
Posts: 20,889
I don't generally try to bash an OP but there are a few points here for now and future consideration. Number 1, seize the situation. I know it isn't always easy.
As at least one other said, what about the "Delta agent meeting this flight?" There is always one. That jetway doesn't move by itself. I suppose they could have ran off but I don't think that is within policy. And there is the ticket counter. You couldn't have been the only one to miss a connection.
OK, that was a mistake on the agents part and a poor choice of words
They CAN and they WILL. As another posted, all aircraft aren't equal on landing but more importantly is just a limited number of planes that can land when volume is reduced. Sure Delta contributes to this with general high volume in ATL. They are SOMEWHAT in control before the plane is in the air but ATC is in control on arriving.
I think that sounds like a brilliant plan. Why was this option not exercised? About 10 seconds after running into problems at this hour, I would have been seeking a hotel on my own, reimbursed or not.
I hear the horror stories of travel and I can share a few of my own. But I wonder how many horror stories I have avoided but just taking control. Granted that has come with a ton of experience. Maybe my first supervisor helped me from the beginning. I got stuck at EWR with no place to go. I called airport hotels and they were all sold out. This was before the days of apps and free airport wi-fi. I called the supervisor and he said to go rent a car and drive until I found a place to stay and I did. Adapt and overcome.
As at least one other said, what about the "Delta agent meeting this flight?" There is always one. That jetway doesn't move by itself. I suppose they could have ran off but I don't think that is within policy. And there is the ticket counter. You couldn't have been the only one to miss a connection.
OK, that was a mistake on the agents part and a poor choice of words
I hear the horror stories of travel and I can share a few of my own. But I wonder how many horror stories I have avoided but just taking control. Granted that has come with a ton of experience. Maybe my first supervisor helped me from the beginning. I got stuck at EWR with no place to go. I called airport hotels and they were all sold out. This was before the days of apps and free airport wi-fi. I called the supervisor and he said to go rent a car and drive until I found a place to stay and I did. Adapt and overcome.
#17
Join Date: Dec 2009
Location: RDU
Programs: DL DM+(segs)/MM, UA Ag, Hilton DM, Marriott Ti (life Pt), TSA Opt-out Platinum
Posts: 3,221
Sounds like DL wasn't as helpful as I'd expect them to be. I think others have given some good advice and I'll throw in my 2 cents.
Personally, I try to be as proactive as I can. As soon as I landed in TLH, I'd of been on the phone getting protected on another flight (even if it wasn't clear yet that I'd misconnect). I also would have asked about accommodations then, because hotels do sometimes sell out in IROPS.
Personally, I try to be as proactive as I can. As soon as I landed in TLH, I'd of been on the phone getting protected on another flight (even if it wasn't clear yet that I'd misconnect). I also would have asked about accommodations then, because hotels do sometimes sell out in IROPS.
Last edited by HDQDD; Feb 21, 2019 at 1:52 pm
#18
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Much easier for DL to send OP ATL or DTW to NRT and on to SIN. If I was OP I would change to ATL-DTW-NRT for the 350 vs ATL-NRT on the old 777.
#20
Join Date: Dec 2018
Location: PHX
Programs: Delta DM, Marriott Lifetime Titanium, HHonrs Diamond
Posts: 1,336
As another posted, all aircraft aren't equal on landing but more importantly is just a limited number of planes that can land when volume is reduced. Sure Delta contributes to this with general high volume in ATL. They are SOMEWHAT in control before the plane is in the air but ATC is in control on arriving.
Looking at DL diversions into ATL last night, the diverted flights were from: TPA, JAX, MYR, ORD, PBI, MLB, RIC, SYR, HOU, SAT, VPS. Still a pretty small percentage of flights were diverted during that two hour window.
#21
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
I would think the rule would partly be that flights on high revenue (business oriented) routes get priority.
Some carriers have algorithms suggesting which flights to cancel/delay that look at how good or bad would be the possible rebookings for passengers on the flights being considered.
Some carriers have algorithms suggesting which flights to cancel/delay that look at how good or bad would be the possible rebookings for passengers on the flights being considered.
#22
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Whatever, OP's assertion that somehow the Captain of his flight chose to divert when he could have landed is unsupported and likely unsupportable. It appears as though the aircraft held for ATL for somewhere around 90 minutes before diverting to TLH. Ground time from wheels down to wheels up at TLH was just under 60 minutes and it returned to ATL.
It is inconceiveable that the Captain diverted when he had fuel to hold longer or that he went on a lark to TLH for fun.
It is inconceiveable that the Captain diverted when he had fuel to hold longer or that he went on a lark to TLH for fun.
#23
Join Date: Oct 2014
Location: LAS
Posts: 211
Hypothetical situation: if I book a ticket on DL LAS-LAX and then a separate DL ticket LAX-wherever, and the flight to LAX is delayed due to something other than weather (aka Delta's fault) and I miss my LAX flight, is DL responsible for compensation and/or booking me on a new flight out of LAX? I've done this before because for whatever reason LAS-LAX-Destination is always more expensive than LAS-LAX and then LAX-Destination. Just curious about this. I've been lucky so far but it's always in the back of my mind "what if" something like this happened?
#24
Join Date: Aug 2012
Location: VPS
Programs: IHG Diamond, Delta PM, Hilton Gold, Accor Gold, Marriott Silver
Posts: 7,259
I will note one concern with 'grab a hotel room'- you really need to do it before the clock goes past midnight Eastern time zone if you want to book by web/app. Because once the day changes, the online option rolls ahead and if it's 12:10am on, say, day 2/5 they will be displaying rooms for check-in on 2/5 at 2:00pm or so and check out on 2/6 and you probably need to actually call the hotel to see if there's a room available for the remainder of the overnight of 2/5, and if it's a bad IRROPS period, you may have to go quite far with the phone calls to find space available.
#25
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I would never book an odd-time use airport hotel via the app. This is a call to the front desk in which you specify the arrival and departure times. By way of example, if OP wants 4:00 AM to 9:00 AM, that is what you ask for. This is a negotiation.
#26
Join Date: Aug 2014
Location: Las Vegas, NV
Programs: Delta DM
Posts: 425
No, DL would not be responsible. If booked on separate itineraries it is at your own risk. For the first flight DL is contracted to get you to LAX and any compensation (if any) for delays are for that portion only. For your 2nd flight you didn't uphold your end of the bargain to arrive to the airport in a timely manner and as such you are a no-show, thereby due no compensation or rebooking. DL may be willing to assist with getting you to your final destination but it is not a guarantee.
OPS
#27
FlyerTalk Evangelist
Join Date: Sep 2002
Location: IND
Programs: DL PM & 2MM™, Lifetime HHonors Diamond
Posts: 20,889
I would think the rule would partly be that flights on high revenue (business oriented) routes get priority.
Some carriers have algorithms suggesting which flights to cancel/delay that look at how good or bad would be the possible rebookings for passengers on the flights being considered.
Some carriers have algorithms suggesting which flights to cancel/delay that look at how good or bad would be the possible rebookings for passengers on the flights being considered.
#28
FlyerTalk Evangelist
Join Date: Jun 2015
Location: Back in Reds Country (DAY/CVG). Previously: SEA & SAT.
Programs: DL PM 1MM, AA PLAT, UA Silver, Marriott Bonvoy Titanium
Posts: 10,334
You were. It's not your fault, but you were a "no-show" for your ATL-ICN flight because you didn't show up for the flight. Were you on two separate tickets (TPA-ATL and then ATL-ICN-SIN) or was this all one ticket for TPA-ATL-ICN-SIN?
Last edited by ATOBTTR; Feb 21, 2019 at 4:01 pm
#29
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
I would think that this would depend on the reason for the diversion or other decisions being made during the flight. If it's an emergency or the aircraft is about to run out of fuel, of course this stuff wouldn't be considered. OTOH, if the carrier has limited gate space at the destination airport or if they must allocate a limited (due to IROPs) number of slots, I would expect the consequences to be considered by the airline before the carrier decides which flights will be given the restricted number of slots allocated to the airline. One example of this is the tendency to cancel RJs and prioritize larger aircraft during IROPs even if the RJs are equally able to fly in the conditions.
#30
Join Date: Sep 2016
Location: HSV
Programs: Bellevue Lifetime Premiere Mega Elite Supreme
Posts: 1,509
Hypothetical situation: if I book a ticket on DL LAS-LAX and then a separate DL ticket LAX-wherever, and the flight to LAX is delayed due to something other than weather (aka Delta's fault) and I miss my LAX flight, is DL responsible for compensation and/or booking me on a new flight out of LAX? I've done this before because for whatever reason LAS-LAX-Destination is always more expensive than LAS-LAX and then LAX-Destination. Just curious about this. I've been lucky so far but it's always in the back of my mind "what if" something like this happened?
OPS
OPS