Complain about a product or service

Delta - Reservations & Changes in Itinerary

Katharine of New Orleans, LA September 25, 2009

What happened, in a nutshell, is that Delta cherged my bank account numerous times for the same tickets, did not issue the tickets, and claimed that there was nothing they could do about it. I went online to purchase two airline tickets with my debit card. At the very end of all the info to fill in, the website asked for that three-digit number on the back of the card, and then told me that I had entered the number incorrectly. I did not think that I had, but I re-entered it, being very careful to enter it correctly. The website again told me that the "credit card ID number" was incorrect.

At this point, I went to my bank's website, and to my surprise, it already showed the pending withdrawal to Delta - not once but TWICE, thereby reducing the amount of available funds in my account by twice the amount of the airline tickets. And yet I had no tickets and no confirmation number and still don't.

So of course I called Delta's help number- the one on the website - and asked Delta to remove that second charge and issue the ticket, ot remove both charges and I would fly some other airline. I was told by the first person that there was nothing Delta could do about this and that I should call my bank and the "charge" should be removed within SEVEN days.

Incredulous, I asked to speak to a supervisor, and after a wait of several minutes, Jessica from Dallas came on the line, always calm but utterly unable to help and apparently unable to understand the problem. I explained again and was again told the same thing. "Why can't Delta cancel the transaction" I asked and was told again that the bank had to do that. I asked Jessica what she would think if she went to the grocery store and at checkout they charged her bank account twice but wouldn't give her the groceries. She replied that I couldn't compare Delta to a grocery store.

I asked again - several times in fact, WHY Delta would not remove this dual charge, and was told ..."I have already explained that". No, nothing was ever explained; the same assertion was merely repeated over and over again. I asked to speak to Jessica's supervisor and was told that she was the highest authority I could speak to. I went back to Delta's website to send in an email complaint.

Before doing so, I thought I would check my bank's site again, just in case Jessica and co. had after all been able to do something. And I found that the charge had been made yet a THIRD time, thereby overdrawing my account. So - Delta now has roughly 1000 of mine tied up and I have no tickets and my account ios overdrawn. All of this happened late last night (Thursday), long after business hours.Of course I will try to get in touch with the bank as soon as it opens (although I will be in a fifth grade classroom) and try to solve some of this.

Can you imagine though, that the bank will take away the charges simply because I ask them to and tell them that I didn't get the tickets? Suppose I were to call them and tell them that a resturant had charged me 1000 for a meal but I didn't eat there after all so would they please just put that money back into my account thank you very much. Of course Delta has to cancel the extra transactions, or non-transactions actually. I will eventually get this straightened out of course, as it is so absurd on the face of it, but as it is now Friday, I may have to go through the weekend with my bank account in this condition.

It is incredible to me that Delta claims that it can't reverse a transaction.It is incredible to me that if I had indeed entered the incorrect "credit card ID" number the transaction nontheless went through - three times (at least - maybe more by now - I'm scared to look) And it is incredible to me that a possible (and only possible - I don't think it happened)wrong keystroke would lead to 1000 dollars in multiple charges. Thank you for listening.

George of Hollister, CA August 18, 2009

On 5/20/09, I reserved 4 tickets for me and my family with Delta-Norwest from San Francisco CA to Birmingham AL to attend my granddaughters baptism on june 20th. The reservation was made online. We were to depart SFO at 12:40am Friday June 19, and return on June 21. I received the confirmation email. I checked the times of departure and return flights, but I failed to check the return date. A few days before our departure, my daughter discovered a big mistake. The return date was for july 12, 2009. I have no idea how that date got on the ticket. I may have made a mistake or someone else in their office did.

I immediately picked up the phone and called up their customer service. A young lady answered the phone whom I could not understand, or hear very well. I told her several times to repeat herself because I could not understand her, and to increase her volume because I could not hear her, to no avail. I was able to understand that it was going to be a penalty of what I thought to be 150.00 total. When she said if I wanted it I said ok because I had no choice. She did not clarify at anytime that the charge was a per ticket AND we had to pay the difference of the ticket.

When my son called Delta to help choose the seats. Someone in the reservation department told him that the ticket was going to be closer to 750.00 per person and he suggested I call them back to clarify. I immediately called back Delta and was told by the customer service lady and her supervisor that nothing can be done. I was not even allowed to keep the original reservations without additional penalties. They even refused to look at alternative airports and/or dates to find a cheaper ticket. My son found a return ticket the next day that was available on Delta but we could not book it because of the additional penalties. We ended up paying 750.00 per person round trip for a red-eye flight from San Francisco CA to Birmingham AL and back. I found this predatory treatment by Delta insulting.

NOTE: The above letter is almost the exact same letter I sent to Delta with minor editing. And to add insult to injury, Delta charged us extra for 2 small suitcases for 4 people. Mr. p's resolution was to offer me a 25.00 voucher per ticket which I refused because I found it insulting.

Dion of Mcdonough, GA August 14, 2009

We booked airline tickets for our family through Delta for Travel in May 2009 from Atlanta to Cancun, Mexico the night before the H1N1 Flu outbreak was announced by the Dept of State. After requesting a refund, Delta issued a credit voucher for future travel without penalties, or so they said. We decided to travel to Dallas and went online to search for rates, Delta had a fare of 89 each way, I tried to book the flights online so that I could use our credit voucher, however nowhere could I find a place to enter the voucher as payment. I contacted Delta to inquire how to use my voucher for the flights in question and the rep stated they could assist me with the booking and give me the advertised rate as well as apply our credit toward the new booking. She said she did do so and gave me a total of 229.19 per ticket. I accepted the amount believing that the difference was for taxes. However today while going online to check in for our flight tomorrow, I reviewed the emailed confirmations and found that instead of being charged 178 per ticket as promised, we were charged 193.48 for each ticket. I contacted Delta again to query and spoke to a so called manager named Gina Brumely in Delta's Cinncinati office, this person was EXTREMELY rude and refused to assist us with our complaint, her only response was that she would NOT correct the rate if I didn't like her answer then I could write Delta's corporate office, she then hung up on me. We are extremely disappointed with the service provided by Delta and in particular Ms. Gina Brumley's poor attitude and customer service skills, she should NOT be dealing with customers. We believe we have been lied to and taken advantage of by Delta and that they have no care or concern for the accuracy of their advertising or the conduct of their employees and management.

Henry of Cherry Hill, NJ August 9, 2009

I booked an international flight for the college student I sponser to go home and visit her family. We received a communication that the flight would be delayed a day and a different route would be used. She was now to fly from Narobi to Amsterdam, to N.Y., to Boston then on to Orlando. Since they had made the change which greatly changed our plans due to logistics, I said to them "since it is your fault our plans have been changed, could you possibly have her fly from NY to Orlando instead of making her go to Boston first".

They totally refused to accomidate us and have reissued a ticket which sends her Nerobi, Amsterdam, New York, Boston, Atlanta, Orlando. The original ticket from Boston which would have been nonstop now has an extra stop in Atlanta. Had I asked for a nonstop flight and had a layover ticket, you can be sure they would have refused to change. There are many other factors which enter into this extra day change which will effect us monitarily and logistically.

Stefano of Stockholm, Sweden July 27, 2009

I booked and paid a ticket between Stockholm - Fort Lauderdale (round trip) departure 24: th June with connection flight in Atlanta. After a couple of days I decided to check if it was possible to rebook the connection flight from Atlanta - Fort Lauderdale move it to a later date since I have relatives in Atlanta. I used the online Delta Chat Service and asked the agent if it was possible to rebook my flight.

He politely said no and I asked him if it was possible to skip the connection flight in Atlanta on the 24:th of June and pay for a new connection flight for Fort Lauderdale. He assured me that it was possible since every incoming international flight passengers have to recheck their luggage’s and in my case just collect it. Immediately after our conversation I booked a new connection flight from Atlanta to Fort Lauderdale, departure on the 28th of June. Two days prior to my departure I noticed that I still had not received my E-ticket for the connection flight from Atlanta to Fort Lauderdale, departure on the 28th of June. I emailed the reservation with my booking details and they assured me that they will issue an E-ticket till the next day.

The Day after, just one day before my departure, I still had not received my E-ticket so I called the local reservations Delta in Scandinavia. I explained my situation and the agent informed me that skipping my connection flight in Atlanta would result in a cancelation of my whole booking (my flight back to Sweden, Stockholm). I informed and explained to her that I was given the information online from a Delta Agent, that it was possible to do so and therefore I had an additional connection flight booked and paid for. The agent kept listening with only half an ear and rejected my explaining. I asked to speak with a supervisor and she put me on hold waiting.

After a while the supervisor answered and I explained the situation for him from the beginning. I just could not believe what he answered. He repeatedly said that it was impossible to help me and pointed out that the agent online who gave me the green light for skipping the connection flight and book an additional one, gave me the wrong info. "Ok... I understand" I kept saying, but the thing is that it wasn’t my fault that the agent had it all wrong. I had planned and booked my whole trip based on his info and advice: Delta's Agent. The supervisor was totally unwilling to help me and ignored me completely. The feeling of dejection just went through my whole body. I had just one day to departure, relatives expecting me in Atlanta to stay there for a couple of days and the opposite which means my cousin in Fort Lauderdale who didn't expect me to be there on the 24:th of June.

As I can see, even now when I'm back, my needs and wants was so simple to fulfil so I can be satisfied but one supervisors ignorance and unwillingness to help and fulfil a costumers needs just spoiled my experience of Delta Airlines. All this based on a fault/misinformation from a Delta Agent which I think is not responsible for my displeasure, but the stubborn supervisor who could have handled the situation very easy based on consumer satisfaction and long-term profit.

Peter of Geismar, LA July 16, 2009

Thought you might get a kick out of this. Delta canceled three consecutive flights on me, and I never made it to Rome.

Peter of Marbella, Spain July 13, 2009

We had to spend 2 nights extra for 249 and 249 in the Courtyard Marriott Hotel at JFK Airport in New York. And we had to spend an additional 80 for two lunches in New York because we couldn’t fly on June 28 as paid from JFK Airport to Málaga at 7.25 pm. Your employees refused to let us check in… On June 28 I stood with my fiancé at least 2 ½ hours in your extremely long waiting line for the flight at 7.25 pm to Málaga/Spain. We were more than punctual because we had arrive at 11 am at JFK and hat to wait all the time there. As we started following your long waiting line in terminal 3 at about 4.30 pm we were very tired. And it was our least concern to miss our flight. But... As I saw that there were always problems with clients at the check-in desk and your employees were phoning and phoning I asked your employee Holli L a several times if we were in the correct waiting line for Málaga and if we would reach our flight in time. She always said yes and we should be patient and wait. About 6.25 pm I asked here again and she ignored me. As I asked her why she wouldn't answer my question she told me I could complain but nobody would care. I only should spell her name correctly in my complaint.

At 6.40 pm we finally reached the check-in desk. Your employee Desiree V asked me to lift the suitcases on the weight board. She then gave me the short message: “You are too late”. I asked her what that would mean to us. She coldly said: “You can't fly. I can book for you a flight on Tuesday or go away”. As I asked why we could be too late after waiting more than two hours in your waiting line and ¾ hours before the start she didn't answer but seemed to enjoy the situation. I even saw a grin on her face while talking to her.

When I asked to talk to a supervisor she started a discussion why I wanted to see a supervisor. I first would have to tell her why I wanted to see a supervisor and then she maybe would call a supervisor. And some hundred people behind us waited and waited. Then she ran away angrily – and let all the people wait.. While she was away we talked to a young couple from Argentina who had the same problem. The have been standing at the next check-in desk some minutes earlier than we did.

So we waited – the Argentinian couple and some hundred other people – for the supervisor. Your employee Holli L came and presented herself as supervisor. She told us that she had announced something on the flight to Málaga 20 minutes before and it was our mistake not to hear her in all that turmoil. While waiting in the line I at least asked her 5 times if we were in the correct waiting line and if we were in time. She always agreed. Only the last time she let me stand alone like a stupid schoolboy and ignored me demonstratively.

For us the damage is big. I lost 2 working days. I should have started to work on Monday. And we spent a lot of money for taxis, hotel and nutrition. Our flight ended in a country of the European Union. So the regulation of the European Union applies to this case. According to this law each of us has a right to damages of at least 600 Euro per day. If I don't get your payment until July 15 I'll give the case to a lawyer.

PS: As we flew on Monday, June 30, everything was much better organized. We only had to wait about an hour. Time and again your employees asked people when their flight would start. Everybody in time pressure could overtake the other passengers. The Sunday before we had to wait and wait... and nobody cared. Maybe the flight was simply overbooked and your employees simply couldn't or wouldn't tell us the truth.

Annette of Walkersville, MD July 10, 2009

I am writing in need of your assistance. The Damascus Road Community Church from Damascus, Maryland has been traveling to Honduras for over 16 years to provide mission support of those in need in Honduras. Our church has worked with the communities of Copan Ruinas, Las Mesas & Santa Barbara to build churches, schools & family homes. We support local orphanages and assist young men & women in finding jobs and setting up businesses in order to support their families.

Our missions work is incredibly important to us and we were anxiously awaiting our upcoming trip to Honduras on 18 July 2009. We have recently made the decision to postpone our trip until a later date. We based this decision on the travel alerts issued by the Department of State. Unfortunately, Delta Airlines is not adhering to your advisories. They have made available a waiver for impacted travel dates until 15 July 2009. This falls outside the dates issued by the Department of State of 29 July and our departure date to San Pedro Sula of 18 July.

Please can you help? Our church and the many who support Mission Honduras through their gifts and donations are in no position to lose this kind of money; nor can we reallocate funds raised to support another cause in another country. We need Delta to extend the dates of travel impacted to 29 July in line with your Travel Advisories.

RAFAEL of PORT SAINT LUCIE , FL June 13, 2009

Fraud alert DELTA AIRLINES will take your money if you buy a ticket for a relative or another person on their website other than for yourself. I will never buy another flight from Delta Airline, ever in my life. I bought a ticket for my mother who was traveling from Dominican Republic to USA using my Credit Card as a way of payment, when my mother shows up she was denied to aboard the fly because she was not the Credit Card Holder????

This a absurd, this is the first time ever that I have this problem with an Airline, I had bought many airline's tickets online for relatives with others good airlines like, SPIRIT AND JET BLUE AND AMERICAN AIRLINE, and never had this problem... I called their Customer Service and they denied any fixing to the problem and they said that the ticket was not refundable, they said that their Website has a warning message about presenting the Credit Card at the time of the boarding, but this is not the true, I did not see that warning message at all, it is a lie... all they want is to keep you money. Do not book any fly for another person using your credit card or you will lose your money.

Karen of Hampstead, NC May 27, 2009

In February I made reservations for 2 departing from Wilmington, NC on Aug. 15 to Gatswick London at a price of 953 each. In March I realized the fare was around 150 less than I had paid. I knew that several airlines were refunding the difference in airfares so I called Delta to ask for a refund, or even a voucher for another time, or an upgrade. They're response was that there is a 250 charge to do that! And, by the way, we've changed the time of your first flight back 35 minutes. Which would only allow 30 minutes to get from one end of Atlanta airport to the other to get our connecting flight. I informed the person that 30 minutes in Atlanta is not enough time, especially if there was any sort of delay at all. She said it was, but consented to put us on an earlier flight out of Wilmington. If I had not called, I never would have known our flight was changed. And three weeks later, I still had not received any notice from Delta about the changed flights. So, I sent an email to Delta Support requesting confirmation of the flight changes. And complaining about their lower fare policy. After another 3 weeks, they sent a reply stating I would have to call reservations to change my ticket. I replied back, saying that Delta had changed the tickets, could I get a confirmation. Finally, after 3 emails, an individual with the name of C. Smith apologized for the delay and requested our ticket numbers, saying he would send the confirmation. So, I sent the ticket numbers, only to receive a reply from K. Nyckole (sounded made up to me), telling me I'd have to call reservations again to change my ticket. By this time I was pretty steamed. I sent Mr. Smith's letter back to Ms. Nyckole, explaining again that Delta had changed the tickets. She responded again with the call reservations to change your ticket! So, now I'm seriously annoyed and I call to ask to speak to a manager, only to be told, by Alexis, that managers do not speak to the public. Alexis was fairly rude, it was obvious that she was not listening to me at all. I finally got email confirmation, but I'm still seriously annoyed that Delta will not do anything about the 300 (2 people) extra I'm paying for the tickets, for extremely poor service, and I haven't even flown yet. That's a lot of money to me. And that I had to send 5 or 6 emails to get confirmation of a flight change that Delta made and never even bothered to tell us.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |