itsabravenewworld

PM based in Europe, here. Do any other EU-based medallions find that the customer service arrangement quite terrible? Namely, whenever you submit a compliment or complaint via Delta.com, it's forwarded to and mishandled by Air France KLM customer care? I've encountered and complained to DL about this off and on for the last two years: the agents usually don't know what you're talking about, being unfamiliar with DL products and procedures; they take ages to respond; they use incorrect names to address you in correspondence; they only occasionally issue (modest) Flying Blue points as compensation. In one message, they even thanked me for a "recent" journey to Frankfurt when I've never flown there on DL or SkyTeam, ever. Also questionable is whether any DL feedback actually makes it back to Delta.

I once spoke to a CS supervisor based in ATL about this. Apparently DL agrees to handle Flying Blue customers in the US and AF/KLM handles SkyMiles customer care in Europe.

The workaround for me is to call DL's US customer service number, but often I find it more efficient to get feedback submitted and tagged on a written form so it's properly documented. I've also occasionally used [email protected] but more than half the time they don't respond!

mb752

Yeah, it's kinda odd. I've once gotten an AF/KL voucher as compensation for a DL flight issue. I was ultimately able to use it on Delta but had to call on the phone to book. Overall quite a strange arrangement.

MSPeconomist

IIRC this goes back to the PMNW and KLM days, where the partnership seemed stronger than it is today (especially on the AF side).

flyerCO

This hasn't been case in 2 years (at least in reverse). AF/KL stopped having DL handle there CS in US. I was told reverse was true, they only ground handle DL flights ex-CDG/AMS now.

itsabravenewworld

Interesting!

itsabravenewworld

Perhaps this is a separation of SkyMiles-specific CS? Also, when you call Delta using the UK/EU phone numbers, it routes to the AF/KL call center rather than DL in the US.

NOLAnwGOLD

I've had issues with AF so have used the AF CS and takes 4-6 weeks for a response. Did get a decent voucher on an IFE issue in J. When I got it, I totally forgot about it and was really confused. Also really awful and confusing messaging. Awaiting a delayed compensation cash claim now...

SDQBound

Spouse has a EU address, Gold Medallion. AF still handles her complaints and a few times has given her FB miles instead of Skymiles.

tbaiyun

I can confirm that such agreement ended at least for the service in Canada, since the end of 2019.

There used to be an AF/KL 800 number to call from North America and it will recognize the Flying Blue status, then that number was handled by Delta's global partner desk somewhere in Denver (an agent once told me that she is based in DFW). It was a great one since I can call AF but to change a DL 006 ticket.

Everything has changed since then, now the 800 AF or KL number can only take care of 057 and 074 tickets.

flyerCO

I guess DL might still let KLM handle EU addresses for EU addresses. I know for sure AF/KLM no longer let DL handle CS/reservations regardless of address. . Apparently AF/KL felt DL agents were too willing to bend rules/compensate. Is a pain when they compensate since you get a 074/057 voucher. Especially if want to use on DL flights with no TATL involved.

itsabravenewworld

Validating to hear that there are similar experiences out there. That sucks. Submitted a claim to Delta back in November and got the automated message that KL/AF would be handling it. Haven't heard back since.

fusionblue

In 2018 I had a DL ticket that needed changing, and the UK number forwarded to AF. AF converted my ticket into a AF one, lost my seat assignment but changed the ticket (due to a schedule change).... only until the next schedule change when I called DL USA and had to spend an hour fixing my ticket again.

GrizNation

I once sent an e-mail to Delta after not getting the special meal I had requested weeks id advance in paid D1 (VCE-JFK) and received an answer from EU based customer service, basically saying the meal service is complimentary and not part of the contract, so you should be thankful we're even serving you a meal...Quite strange indeed.

rwSEA

Does anyone have any recent experience with this? I'm EU-based and had a horrible trip on DL around the holidays with many delays, cancellations, and ultimately had to get a ride by car several hours in order to fly home. I submitted a complaint along with request for EU261 compensation on January 2nd and got an automated email from Air France with a case number. I've not heard anything since and when I looked up the claim per the email instructions, no information was found. I want to complain directly to Delta to make this right, as it was really a horrible trip in every regard.

flyerCO

I just got response from AF/KL about complaint I filed end of December. You should be up shortly in queue.