Complain about a product or service

Delta - Children

Larretta of Las Vegas , NV July 15, 2009

A flight was booked for the travel of my 13 year old son from Las Vegas NV to Atlanta GA. I am not a seasoned traveler and do not fly often with airlines, nor does anyone in my family. At the time the flight was booked, the customer service representative took all the information and was informed that my son was 13 years old. At no time did this person indicate that there would be a fee of 100 due at the time my son and I checked in for him to fly as an unocompanied minor. He did explain that the person we indicated for the "pick up" person would need to show i.d. in order to get my son off the plane. This assured me that they wouldn't just hand my only child over to a complete stranger, but I was still a little unsure.

So, I called the call center the day before his scheduled departure date to verify the reservation and to make sure that I was able to walk my son to the gate and get through security, I was not going to leave my son to walk through the airport unattended. I also wanted to make sure that they had his fathers name and that this was the only person that they would release my son to. The person that I spoke to in Jamaica knew my name because of the information that was given to Delta at the time the reservation was taken, because my son is under 15 and not able to walk to the gate alone. After a lengthy conversation with this gentleman, my concerns were addressed and I felt comfortable letting my son get on the plane.

I tried to check him in online so I could avoid lines (I don't travel often!) But was advised on the Delta website that I was unable to do so because he was traveling as an unacompanied minor. So, I get to the airport 2 hours before departure (man on the phone said 1.5 hours, but I wanted to be early). I stand in line for 1/2 hour and get to the front. The delta ticket agent then informs me that there is a 100 fee to let my son board the plane. At this point, I have spent over 270 for the ticket and was willing to the fee that they nickel and dime people for to check the luggage in. I advised the ticket representative that I was NEVER informed of any additional fees when the ticket was purchased or when I called to verify the reservation and ask questions about my son traveling alone the day pryor. The entire time I was talking to her, she was on the phone.

Midway through my sentence she began speaking to whoever had her on hold and I thought this was extremely rude. I went to the airport with parking money and 15 for a luggage fee. I did not expect to have to shell out additional monies when the ticket was already purchased. When I asked why the fee wasn't disclosed at the time of purchase, I was told that I must not have advised the reservation clerk that my son was only 13. When I tried to argue that I had, the lady again began speaking on the phone again. Also, why is it my fault that your agents did not disclose that? I purchased the ticket and thought I was done!

After her lengthy conversation with the person that was way more important than me, the customer standing at the counter, I asked for supervisor. More like STUPIDVISOR, because he was worse than she was. When your company makes a mistake, take responsibility and apologize, that is a good start. Then try to give the customer options, instead of saying "I don't know". The supervisor again tried to tell me that I did not inform the agent that my son was 13 and this is why the fee was not disclosed. I then asked him how the agent yesterday knew my name if I had not disclosed that my son was a minor. I also asked if I did not advise them at the time of the reservation, why did the website tell me that I could not check him in online because he was an unocompanied minor? I also asked that it would have been a good indicator that my son was 13 when I called to Mr. J yesterday, because I told him that and asked several questions regarding the well being of my son on the plane, at the airport, and during pickup. Of course he couldn't answer that.

They did change my reservation, but never once took responsibility for an error or said that they were sorry. Bottom line is, the call center representatives that I spoke to obviously do not know how to do their job, and the ticket agents feel it more important to talk on the phone instead of take care of customers, and their supervisors feel the need to blame Delta's errors on the customer to make them feel like the problem or issue is there fault. They are the professionals and they should be advising the customers of what is expected and what needs to be done. Bottom line is Delta would not let my son on the plane without the 100 fee (that fee is charge on the return flight as well) and he missed his flight because I did not have time to drive home and get a credit card and come back.

Lillian of Ogden, UT December 27, 2008

My 12 yr old unaccompanied minor was to depart from Vancouver international on flight 4883 at 12:50pm pacific time She was to arrive here in Salt Lake City at 4:05 pm.mountain time Her flight was delayed an hour and then she boarded the plane. Her father was told that he could leave the airport as he plane was leaving shortly. Her father left thinking she was on her way. It is now 9:14pm mountain time and my daughter has not arrived. I have been getting the run around. I checked the flight online and it said it left at 5;53pm. I called the airport and they said it hadn't left. Then at 5:45pm. my daughter called her father on her cell phone and told him that they were out on the Tarmac getting de-iced. She had sat out there for 3 hrs. She wasn't allowed to get out of her seat to even go to the bathroom.

At 8pm pacific time she called again and said that because they waited so long to de-ice that they had to be towed back to the terminal and be re-fueled. This child hadn't been given anything to eat. she hadn't ate a thing since noon! This is unacceptable. She should have been taken off that plane hours earlier and re-booked. not to mention her father should NEVER have been told to leave the airport until her flight had actually left the ground.

Unfortunately, Delta is the only airline that offers non stop flights from Vancouver BC to Salt Lake City. Otherwise I would NEVER book her on their flights. This isn't the first time I have had issues with Delta airlines. We pay a lot of money to fly my child 4 times a year from Vancouver to salt lake not to mention the hundred dollar unaccompanied minor surcharge each way that delta charges. Not once has Delta contacted me to let me know her flight is delayed, where she is or what is going on. Their website was of absolutely no help whatsoever.

I am appalled that this kind of thing can go on in this day & age. They have my home number, my cell phone number, her step fathers number and her fathers number. None of us have been contacted by Delta airlines about our daughter and her whereabouts. Apparently her plane is still out on the tarmac in Vancouver! She hasn't even left yet. Its a 2 hour flight plus another 1hr drive from the airport to our home.

This has put a lot of stress on myself and my daughter. My husband (her step father) has been waiting at Salt Lake City airport since 3pm waiting to pick her up! He has to be at work at 6am and will most likely have to miss work because of this. He will lose a days pay paid at double time as this was not his regular shift but a overtime 12 hr shift. He has had to pay for parking his car at the airport for 6 hrs now. plus he has had to buy dinner there, and his cell phone minutes were low so he had to buy more minutes so he could contact me to find out whats going on!

Kara of Manhattan Beach, CA December 25, 2008

My son (unaccompanied minor with a 100.00 fee) flew on Delta 12/22/2008 Flight 5802 from Mobile to Atlanta, Ga connecting flight #110 which was delayed, so he was put on the next flight to Lax #939 When he finally arrived 2hours late at 12:40pm we were unable to pick up his checked baggage. The gate attendant failed to give me his baggage claim ticket. Which I found out later that the attendant in Mobile failed to attach to his baggage claim ticket and did not put the baggage info in his transfer paperwork or in the flight history. They had no idea where his bag was, when they would be able to locate it or if he even had a bag.

I learned today 3days later that his bag maybe in New York they did not know when they could deliver it. I can't seem to get through to the Delta baggage claim number provided on their website. I've gone to the LAX baggage claim office twice with 2 9.00 parking fees with no bag to show for it. Also my son who is 11years old stated they did not offer him a lunch during the flight.

I had to go and purchase new clothing for him since he just carried a backpack on the plane I spent 150.00 just on some basics at target. We still don't have his suitcase so we don't know if anything is missing yet. His Christmas presents from home are in the suitcase, medication for his migraine headaches and ADHD, winter clothing and gifts to his sister hopefully will still be there. I have spent 3hours on my cell phone trying to contact a baggage claim agent with no resolution. LAX Parking fees 18.00

Don of Jacksonville, FL August 22, 2008

I had my 13 year old son fly alone on the flight from NY LGA to JAX FL. My father paid the hundred dollar fee and stayed with him until my son was ready to board. We were so glad that they had such program because it saved me a trip to NY to bring him back. Here is where the problem started. After waiting for more than 30 minutes after the plane landed. We found our son wandering around the airport in Jax. when we asked him why, he said no one accompanied him. so when he heard the annoucement (which they were making to let us know they had lost the child) calling for his grandfather (who dropped him off in NY!), he said he was trying to find his way to the baggage claim.

When I went to complain about this situaution the lady there (Angelica) instead of apologizing, started getting angry at us claiming since he was 13 he should have been able to look after himself. on top of that, she claimed it was he's fault cuz it may be he wandered off..It's a small airport, delta only uses about four gates, which are all side by side. The plane he was on only carries about 48 passengers How is it that they couldn't keep track of one child?

When we started asking these questions, she told us to call customer care to make a complaint, the number she gave us turned out to be a fax number. It turns out Delat only accepts complaints thru their website. Yes We found our child safe, but what if? what if something had happened to him? Isn't this why we pay them extra to have our children looked after? I am so disappointed. I have always flew with delta but this is the last time I used their services.

Susan of Greensburg, PA August 9, 2008

My two teenage daughters, 14 & 15, flew with Delta as unaccompanied minors on July 26 from Pittsburgh to Manchester, UK. Upon checking in at Pittsburgh the desk agent informed us that due to backlogged flights in JFK he was going to re-route my children through Atlanta and then onto Manchester. Due to bad weather their flight was not able to land in Atlanta, they diverted to NC and then back to Atlanta. The connection to Manchester had departed by the time they got to Atlanta.

After running from gate to gate with no one knowing what to do with them, and Delta being unable to tell me exactly where they were, they were taken to a room to sleep for the night. the room was dirty, had no windows, they had to share a bed, which had dirty sheets and urine stains on. the next morning they were taken to another windowless room,given no food or water and not able to leave the room or be accompanied to purchase food. 22 hours later they were able to board their flight to the UK.

returning from Manchester their plane was guided into a gate at JFK that was for domestic arrivals only and they were not allowed to leave the plane and consequently missed thier connection to Pittsburgh. 5 hours later they boarded another plane which then sat on the run way for 2 hours before taking off. they arrived at pittsburgh only to find their luggage was lost. it took more than 24 hours for them to get home.

the delta gate agents did not give one hoot about their welfare and made no attempt to reassure the children or have a plan to accomodate them.

Both of my children were severely distressed through this process. My eldest daughter has Crohn's Disease and found the stress totally debilitating, causing her symptoms to flare up. never never will i allow them to fly unaccompanied. why does delta offer this service if they cannot look after these minors properly.

John of Abilene, KS August 6, 2008

I sent my 8 year old daughter to spend a month with Grandma over the summer. I was very skeptical about allowing her to fly by herself, especially this being her first time. But I gave in and checked for months to find her the best airline and flight possible. I ended up chosing Delta Airlines. My daughter flew from KCI to BWI and upon arriving in Baltimore, my Mother search for her for over an hour after her flight had landed, to find out that they had her sitting behind to counter at the gate. Which is a secured area unless you have a ticket.

Then on her return flight from BWI, which was delayed for at least an hour, she missed her connecting flight in Atlanta. Where she had to sit in this room for 8 hours with nothing to eat or anything. She had cash to buy food with, but nobody would allow her to leave the room or escort her to get a meal. She finally arrived at KCI at 10:00pm at night. We were very Happy to see her. So we waited for another hour for them to get the luggage up so we could grap her suitcase and venture the 3 hour drive home from the airport.

Well, come to find out, her suitcase didn't even make it on her flight. It was on the next flight due in later that night. So we filed a claim and drove home. Her luggage is still sitting at the airport 3 days later, after they promised we would have it NLT yesterday via UPS. I am fed up with DELTA and will never do business with them again.

Susan of Ocala, FL July 29, 2008

I am vey upset that Delta Airlines sold my minor daughter, age 17, a plane ticket to raleigh, north carolina from orlando, florida. My daughter was able to do this on their web site. I have a checking account with my daughters name on it. I still do not understand how this constitutes the sale to a minor that does not have permission to go anywhere.

I am very concerned that this allows our youth to run away from home or leave with predators, or any circumstances that may be harmful. Then when the parent has learned what has happened, they only give credit for a year on the ticket. This ticket will never be used. 150.00 is alot of money for a mother, especially when she is on disability with a limited income.

I am out of 150.00 and am on disability, and they will not refund my money for something that should not have been done in the first place. They issue a credit on the ticket that will never be used. This is a true concern for the youth of america and their families.

Steve of Chesterfield, MO July 25, 2008

Because my son is an unaccompanied minor, Delta Airlines requires that I pay an additional 100 for him to board the plane. This is on top of the 630 I already paid for the ticket, and on top of the 100 I had to pay to move his flight from morning to evening, for a flight that was ultimately cancelled. This is bad enough, but at least they do make this information available at their website. The problem? They refuse to take a credit card over the phone. Only a billion other businesses do so every day, but not Delta Airlines. At this point, I am refusing to even speak with these people. But my wife persists. She says she is willing to drive to our airport in St. Louis, 30 minutes from our home, so she can pay in person if she has to.

I am absolutely flabbergasted at what occurred next. The customer service representative from Delta tells her, No, no! You have to go to JFK in New York where he is boarding to pay this 100! So we're supposed to go from St. Louis to New York to pay the 100 unaccompanied minor fee!!! Folks, if I wrote this in a piece of fiction, no editor would dream of accepting such trash. Yet this is the drivel that Delta Airlines dishes out - from their customer service office. My wife, who has patience beyond belief tonight, simply asks for a supervisor. Oh no, she will tell you exactly the same thing! my wife is told.

Nevertheless, my wife insists, lets try anyway. Surely someone at Delta has two brain cells to rub together. Sure enough, a supervisor gets on the phone and explains that no, they refuse to accept credit cards over the phone (don't they do so for people making reservations??), but she will be nice enough to allow my wife to pay in person at the airport. I've totally washed my hands from the issue at this point. I can deal with stupidity, but absolute moronic non-thinking is too much for me.

But wait, there's more! My sweet wife gets in the car and drives 30 minutes to the airport to pay the 100 ransom to Delta. The result - THERE IS NO ONE THERE TO TAKE OUR MONEY! Now I ask you - do you want to deal with a company that has this (dis)regard for their customers? Do they think they can stay in business when they treat their paying customers in this manner? More to the point - why should they stay in business? If a company can't provide a needed service in an efficient manner, it's time to shut the doors.

Wasted time, wasted gasoline, unnecessary stress.

Taisha of Bronx, NY July 24, 2008

On July 23rd, 2008, My 13 year old daughter was on flight 1486 coming from Orlando going to Laguardia. Delta charged me a fee of 100 to accompany my child during her flight. Her flight was deverted to Atlanta Georgia due to Mechanicle failure. The only reason I know was because I called to find out why my daugher had not landed. I asked to have my daughter or a flight attendant contact me. No one ever did.

I finally spoke with my daugther at 10pm, she had to ask a stranger if she could use his cellphone. I found out that my daughter had been left all alone in Atlanta for all those hours without eating or being attented to by anyone from delta. As I write to you my daughter is now boarding a plane in Atlanta that is schedule to arrive at 2:30 in the morning. My child suffered due to there negligence.

She suffrered hunger, she was scared. She has not stopped crying since I spoke to her.

Elizabeth of Santa Cruz, CA July 22, 2008

My 15 year old niece was visiting us in British Columbia and had a Delta flight from Vancouver to Salt Lake City. We hit a lot of traffic (coming from Whistler) but managed to pull up in front of the airport exactly an hour before the flight. My husband took our niece inside the terminal, filled out Customs forms and found no one at the Delta counter. They then tried the electronic kiosk but that had been shut down. So, she missed her flight.

When we tried to get her on any flight within the next few days, we were told that for the next 2 months or longer, her 250 one-way ticket was now 1100. The customer service agent was the rudest person I've ever dealt with. When I said 'well, I guess you're constrained by the fare rules he said, oh no, I can give her a free ticket if I want but I'm not going to. He had no concern for children. In the end, he said she could go over the US border, and pay a modest additional fee to fly out of Seattle. When I said I'd have to ask her father as she's a minor, he said, well, I can't guarantee the fare then. I tried to compromise by offering to pay a reasonable amount to get her on a flight out of Vancouver and Chris just said, I don't compromise.

My brother-in-law had to pay a modest amount to get my niece a flight from Seattle even though the Delta ticket agents were gone and so it seems Delta should take some responsibility. We also had to buy her two bus tickets for more than 100 and she had to travel by herself to Seattle.

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