More Horrible Customer Service
May 20, 2009, 9:26 pm
#1
Original Poster
Join Date: Aug 2004
Location: SEA
Programs: UA Prem Exec
Posts: 153
More Horrible Customer Service
Today stuck in traffic I missed a DL flight. I called reservations and asked what to do, the agent said there was a later flight I could try. He also said that he couldnt confirm me on it, but I could try standby for a $50 fee. All fine so far. So I get to the airport after another 1.5 hrs in heavy traffic, they say they havent done standby for years, they had others that same day told the same thing, and they would write a letter to try to get Res to stop saying that. Nice people at BWI, sympathetic etc.
So I call up reservations and speak to a supervisor named Terry Matthews, so that this doesnt happen to others. He tells me "Your not going to like it, but I think you are lying and making this up" or words to that effect. And then he proceeds to start laughing at me when I take offense.
It was the most amazing and somewhat surreal experience I have had with airlines - you try to make things better and they tell you you're a liar, its not possible, and laugh at you.
As a former NW employee it makes me very sad.
So I call up reservations and speak to a supervisor named Terry Matthews, so that this doesnt happen to others. He tells me "Your not going to like it, but I think you are lying and making this up" or words to that effect. And then he proceeds to start laughing at me when I take offense.
It was the most amazing and somewhat surreal experience I have had with airlines - you try to make things better and they tell you you're a liar, its not possible, and laugh at you.
As a former NW employee it makes me very sad.
May 20, 2009, 9:33 pm
#2
FlyerTalk Evangelist
Join Date: Aug 2004
Location: The best state in the USA - Florida!
Programs: Marriott Titanium/LT Plat, AS MVP75K, AA PlatPro, UA Premier, Disney AP
Posts: 14,497
I'd write in about both the phone call experiences.
Sounds like the BWI staff handled it well. Delta does charge a $50 to get reconfirmed on another flight with 3 hours of it's departure, and the first phone agent was indeed wrong. Standby is only allowed for Golds and Platinums, and only when they can't get confirmed onto a flight.
That being said, the best way to handle complaints about employee error is to write in after the fact. DL has call centers all around the country (and maybe some offshore now; not exactly sure what the status is on the non-elite lines) - odds are that the supervisor you talked to is in another call center from the original employee, which would make coaching the original agent difficult to do. At least by sending it in via email, it's easier to track which call center dealt with you and fix the issue at its root cause. Still though, the actions of the supervisor was uncalled for and does need to be reported.
Sounds like the BWI staff handled it well. Delta does charge a $50 to get reconfirmed on another flight with 3 hours of it's departure, and the first phone agent was indeed wrong. Standby is only allowed for Golds and Platinums, and only when they can't get confirmed onto a flight.
That being said, the best way to handle complaints about employee error is to write in after the fact. DL has call centers all around the country (and maybe some offshore now; not exactly sure what the status is on the non-elite lines) - odds are that the supervisor you talked to is in another call center from the original employee, which would make coaching the original agent difficult to do. At least by sending it in via email, it's easier to track which call center dealt with you and fix the issue at its root cause. Still though, the actions of the supervisor was uncalled for and does need to be reported.
May 20, 2009, 9:36 pm
#3
Join Date: Sep 2003
Location: VPS
Programs: DL DM/2MM, Etihad Gold, HHonors Diamond, SPG Gold
Posts: 4,787
I would definitely write a letter about this. Lot's of mistakes made here and the fact that you have a name will be beneficial, IMO.
May 20, 2009, 9:37 pm
#4
FlyerTalk Evangelist
Join Date: Oct 2005
Location: Ponte Vedra Beach, FL
Programs: DL PM, HH Diamond, Fairmont Prem, SPG Gold, Priority Club Plat/IC Amb, AmEx Plat
Posts: 10,839
Send a note through DL.com with as much detail as you can. Giving the wrong information doesn't help anything. Agent seems to be uninformed but the supervisor's response was absolutely unacceptable.
As you've learned, DL does not have a standby option (only for Gold and Platinum Medallions). The $50 option is a Same Day Confirmed (SDC) alternative where you have a CONFIRMED seat versus standby where you're not guaranteed a seat.
As you've learned, DL does not have a standby option (only for Gold and Platinum Medallions). The $50 option is a Same Day Confirmed (SDC) alternative where you have a CONFIRMED seat versus standby where you're not guaranteed a seat.
May 20, 2009, 9:59 pm
#5
Original Poster
Join Date: Aug 2004
Location: SEA
Programs: UA Prem Exec
Posts: 153
The letter is in the mail already. And now I know all the rules, thanks for the additional info.