Delta, Delta, Delta.
Dec 26, 2009 | 10:21 am
#1
Original Poster
Join Date: Dec 2009
Posts: 2
Delta, Delta, Delta.
I've had a Flying Blue account for some time now through Air France and have used it successfully with KLM and Kenyan Airways. When I booked a NWA flight from Singapore to Portland, Oregon I assumed it would be easy to get points.
Before I departed, NWA told me that my Flying Blue # would not work and that I should contact AF to ensure the number was correct. I explained that the # was correct and requested they just resolve the issue directly with AF. They did and an NWA agent informed me that my number was entered properly.
The flight was on Delta, and on the return there was a delay causing me to spend one night in Tokyo and one in Singapore. Delta provided a hotel for Japan and told me that an agent in Singapore would arrange one there. Delta did not have any agents on duty so I had to get my own hotel. I think we all understand delays will happen, it would just have been nice of Delta to provide a hotel. Anyhow, only one of four flight segments was credited. With other airlines, when this happens they quickly realise their error and have always been happy to rectify it immediately. Not this time. NWA referred me to Delta, Delta to Air France and one of them referred me to KLM (not even involved in this!). Air France needed the confirmation from Delta, however they insisted they could do nothing. At one point Delta suggested I open an account with them (this is how an alliance partner behaves?).
What seems should have been quite simple dragged out with Delta sending me emails stating they could do nothing but hoped I would use them again. At one stage they sent me a $250 credit - however I ran Singapore - Bangkok for a comparison and found Delta would cost me more to use that I would even pay with another airline: (SIN-BKK, $1,201 on Delta.com; versus $192.74 on Air Asia; $197 on Jet Star or $550 on Malaysian Airlines). Thanks folks.
The height of it was when AF wrote me stating that Delta had contacted them (yes, Delta who told me they were unable to contact AF) about crediting my flight, but gave them different flights! When I forwarded that message to Delta to ask why they would tell me they can't contact AF when clearly they can, and why they would not correct the information Delta gave AF - their response? They told me that I need to 'move forward'.
And that they hoped I would be served by them again.
Before I departed, NWA told me that my Flying Blue # would not work and that I should contact AF to ensure the number was correct. I explained that the # was correct and requested they just resolve the issue directly with AF. They did and an NWA agent informed me that my number was entered properly.
The flight was on Delta, and on the return there was a delay causing me to spend one night in Tokyo and one in Singapore. Delta provided a hotel for Japan and told me that an agent in Singapore would arrange one there. Delta did not have any agents on duty so I had to get my own hotel. I think we all understand delays will happen, it would just have been nice of Delta to provide a hotel. Anyhow, only one of four flight segments was credited. With other airlines, when this happens they quickly realise their error and have always been happy to rectify it immediately. Not this time. NWA referred me to Delta, Delta to Air France and one of them referred me to KLM (not even involved in this!). Air France needed the confirmation from Delta, however they insisted they could do nothing. At one point Delta suggested I open an account with them (this is how an alliance partner behaves?).
What seems should have been quite simple dragged out with Delta sending me emails stating they could do nothing but hoped I would use them again. At one stage they sent me a $250 credit - however I ran Singapore - Bangkok for a comparison and found Delta would cost me more to use that I would even pay with another airline: (SIN-BKK, $1,201 on Delta.com; versus $192.74 on Air Asia; $197 on Jet Star or $550 on Malaysian Airlines). Thanks folks.
The height of it was when AF wrote me stating that Delta had contacted them (yes, Delta who told me they were unable to contact AF) about crediting my flight, but gave them different flights! When I forwarded that message to Delta to ask why they would tell me they can't contact AF when clearly they can, and why they would not correct the information Delta gave AF - their response? They told me that I need to 'move forward'.
And that they hoped I would be served by them again.
Dec 27, 2009 | 8:58 am
#2
Moderator: Aegean Miles+Bonus
Join Date: Oct 2009
Location: AMS / ATH
Programs: AFKL Plat, A3 Gold
Posts: 8,247
Auwtsj!
Seems that there are plenty of alternatives available, which are even preferable economically judging from your post. I would indeed move forward...far away from Delta ;-)
Seems that there are plenty of alternatives available, which are even preferable economically judging from your post. I would indeed move forward...far away from Delta ;-)
Dec 31, 2009 | 1:40 am
#4
Join Date: Jan 2009
Location: Queens, New York City.
Programs: Delta Diamond Medallion
Posts: 120
Oh God, sounds like a terrible experience. It makes me, a Delta Diamond medallion very uneasy hearing these experiences. Thanks for letting us know, and best wishes to get it resolved - if it ever will be resolved. It is for this reason I only book Delta coded flights even if I have to pay extra. I don't use the partner airlines websites because I am never sure which fare class Delta will recognize from the partner airlines.
Dec 31, 2009 | 8:59 am
#5
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,809
Very distressing story and I would venture to say the old Northwest would not have treated you so dismissively. The NW Asia network had an excellent service reputation.
I flew ICN-NRT-SEA a few months ago in the midst of the NW-DL brand changeover and the terrific veteran NW crew was most nervous about what the future held... they knew DL has no brand equity in Asia, and they feared the DL service standard would not keep attracting customers out there... if enough people are treated like the OP I would say their fears were justified.
I flew ICN-NRT-SEA a few months ago in the midst of the NW-DL brand changeover and the terrific veteran NW crew was most nervous about what the future held... they knew DL has no brand equity in Asia, and they feared the DL service standard would not keep attracting customers out there... if enough people are treated like the OP I would say their fears were justified.
Jan 1, 2010 | 7:15 pm
#6
Join Date: Aug 2001
Location: Portland, OR
Programs: Delta Gold 1 MM
Posts: 2,711
I'm a little confused
SIN-NRT-PDX has been flown by NW on the first leg (A330) and DL (767-300ER) on the second leg. The return is just the reverse. Could the problem be related to legs booked in non-earning classes from KL or AF?
From http://skymilesoffers.delta.com/airline_partners.php
"4Air France:
Mileage may be earned on Air France-coded flights operated by Air France or any SkyTeam partner. Mileage credit is not applicable for fares booked in L, N, O, G, or X class. Mileage credit is also not applicable for Air France travel via boat/ferry service, Part Dieu Railway Service, or for flights to/from Havana, Cuba."
Were you booked on a KL or AF codeshare?
Jan 1, 2010 | 10:01 pm
#7
Original Poster
Join Date: Dec 2009
Posts: 2
I was booked on a NW flight - H class. Flying Blue has now given me 50% credit for the 3 legs previously omitted. I agree that NW would provide far better service - I initially wrote them but they just forwarded the email to Delta.