Complain about a product or service

Delta SkyMiles Program

Tom of New York NY (11/20/03):
I tried to get tickets to Jamaica, 6 months in advance using my Delta Sky Miles. I was told by Delta that there were no seats remaining on that flight for Sky Mile users. When I looked into how many seats were available for that flight, I found out that there are 120 seats open for people who want to pay cash for a seat on that flight.

There were 150 seats total on that plane. Out of 30 seats that are filled, that does not leave a high percentage of seats that were made available for Sky Mile users. Delta then had the nerve to tell me that for an extra 30,000 Sky Miles per ticket I could have as many tickets on that flight as I wanted. Sounds like extortion to me!

Jeff of Mount Pleasant SC (11/9/03):
I made a reservation intending to use the recent 3 for 1 voucher. Delta promised to give a voucher for one free ticket for every three flights made during the summer. I am a Gold Medallion member of the Delta Sky Miles program. I called Delta in October 2003 and made a reservation for myself and my wife for November 13. I did not have the voucher in hand at the time of the reservation but Delta made the reservation anyway.

The Delta agent told me that the certificates were being mailed in batches on the 15th of each month beginning in September. He told me that I would most likely receive my first voucher in the September batch and the second one in October. To date I have received one voucher, with a letter attached dated 10/20/03. My initial reservation was to expire on 10/30/03 if it was not ticketed. I called Delta the day I received this voucher and they told me they would extend the reservation to 11/13/03.

I called this morning (11/12/03) and was told that the reservation could not be extended further and that I could use miles for the extra ticket and would need to pay a $75 rapid redemption fee. Delta knows that I flew more than necessary to earn these vouchers. I should not be required to pay any fees for expedition.

This was my wife's birthday present. I just hate Delta and the way they treat Gold Medallion members.

Lori of Cranford NJ (10/21/03):
My boyfriend and I cashed in 120,000 sky miles (60,000 each) to fly First class to our dream Hawaii vacation. On the flight I noticed my video, headphones, seat light, and all other amenities were not working at all. I called for the flight attendant and was ignored twice (about 40 minutes). I finally got the senior attendant to look at my seat and she came to the conclusion it was completely down. Meaning darkness was my only option (no movie, light, music, games, etc).

Our service was also horrendous. One drink was offered and that was before take-off. Dinner which was steak and pototoes (nice type of meal) was literally refrigerator cold, left-over style. Many people complained about this and there was not response given. We arrived in Hawaii, but it was not 1st class service and the Delta agents agreed and told me to write a letter to Delta Corporate Care for a possible compensation.

I sent a letter, fax, email, and made many phone calls to chase Delta for a response. Delta finally responded after 4 1/2 months with a compensation of 12,000 sky miles. That to me was a slap in the face. We spent 120,000 sky miles, where does 12,000 come close? 30,000 is needed to go anywhere round trip. I sent a rebuttal letter and continued to chase them down on responses to that and was told thanks but that's all we can do.

I responded to an email from Gail one stating I was not happy with the compensation and that I would like to know who above the corporate care I could take this issue to. Gail called me (YES CAN YOU BELIEVE A TRUE PHONE CALL) and stated I was lucky to be given that. The staff on that flight went beyond the call of duty and that I should be happy as 5,000 sky miles are normally what is ever given.

I responded stating this was a first class flight and it was their equipment that avoided me from enjoying the extras and their service from enjoying the flight. Gail then responded, "Would you like me to take the miles back". That to me was enough of dealing with Delta.

I understand airlines have problems, but I've spent good money with them to have racked up those miles and I would have appreciated at least 30,000 to be that much closer to saving up to another 1st class flight. Not only was the service going to Hawaii so awful, I truly don't understand why a customer who has a complaint needs to chase you down to get a response.

I would recommend for anyone to fly Continental over Delta any day. My mother had a delay of 3 hours, made one phone call and was given two $150. vouchers to use on future ticket purchases. One phone call, no letters and was compensated immediately. Simply amazing the differences in the companies. This has not been the only problem I've had with Delta, but I will say it will be the last. I will do whatever it takes not to use them for future travel plans.

John of Atlanta GA (1/17/03):
On January 4th, 2003 returning from Manchester to Atlanta through Charles de Gaulle Paris, I was delayed on an aircraft for 4 hours before Air France cancelled the flight. At which point I had to queue for 13 and a half hours to change my ticket at the transfer desk in the airport. On reaching the desk, they could not accommodate me in business class and made me fly coach, saying that my air miles would be refunded. On contacting Delta to get my miles back they refused saying that cancellation due to weather is not their problem.

As a result, I spent 80,000 Delta Skymiles for my trip in business class and only received half the service. My argument is that the coach miles redemption is 25,000 miles for a single direction and 40,000 for business, therefore they should redeem my 15,000 miles.

Richard of Holland PA (1/29/03):
I purchased 4 tickets to Hawaii using 120,000 miles during March of 2002 for travel on December 14th. I purchased one ticket at this time for $1400 as the fifth passenger. When I had to postpone the trip, I was told my travel needed to be completed prior to March of 2003 or I would lose the ticket. They said I needed to pay $100 per rewards ticket to redeposit the miles back into my account.

This was not the case when I redeemed the points. I tried then to rebook my December trip in June/July/August. All of the frequent miles were sold. I am not sure if they ever had them. In either case, Delta is not representing a rewards program, they are profitting from mileage redeposits and misrepresentation

Dhanraj of Irving TX (8/24/03):
I went to Delta ticketing office at Dallas Fort Worth Airport Terminal E in order to get a ticket using my Skymiles. The counter clerk told me that it would cost me $75 (service charge). However, she told me that I could avoid the service fees if I used the phone to do the same thing. She asked me to use one of the Delta direct phones at the airport.

I picked up the phone and explained my requirement to the rep, during which she put me on hold several miinutes and asked for my Skymiles number multiple times. Finally she asked me for a credit card number to charge the service fees. I was quite baffled, since I was expecting it to be free.

So I told her that if I had to pay the service fees, I would have done it at the counter. She then advised me to call 1-800-323-2323 to get this done without a service charge. I went back home and called the 1-800-323-2323 no (at 9:30 PM CDT).I had the worst shock of my life when the agent told me that I had only 5,OOO miles remaining in my account. He said that somebody had converted 25,000, miles on 08/23/2003 (same day) into a certificate. I asked him who did that and his answer wast that they wouldn't know. However, he said that the certificate is in my name and I will receive it by mail.

It takes 6 to 9 biz days to receive this voucher and by the time my booking will be lost and travel date passed. After that I was transferred to his manager who didnt help much either. Finally, after feeling the desperation in my voice, he told me that they will try to get a nice agent to handle my case and that she would call me from Salt Lake City at 4PM. It was another hollow promise, never meant to be kept.

Nobody has contacted me yet and I am sure my booking would have lapsed. If ever I receive the certificate by mail, it will be quite useless to me. It is truly appaling the way such a big airline mess with their customers. My experience was extremely frustrating to say the least. I have serious doubts about the Delta Skymiles program and am beginning to believe that their aim is to discourage passengers from utilzing thier miles which they well deserve.

Alan of Carrollton GA writes (8/6/01):
Delta is refusing to let me use my Sky Miles unless I pay an extra $600 per ticket or buy a Medallion Membership from the prices they have at the Delta Web Site. They offered on 08/04/2001 on their web site a round trip ticket to AZ for $300 per ticket. But, they would not let me upgrade my ticket with the Frequent Miler Miles because they claim the web site was for discounted flights, yet that was never stated on the web site.

When I contacted Delta Airlines they advised that there was nothing I can do except take the business elsewhere. Even if I asked them what good is Frequent Flyer Miles if I cannot use them. They said I could use them if I pay the extra fee and/or buy a Medallion Membership. So in my mind Delta is running a bait and switch operation on their web site.

I am not able to fly to Phoenix and see my mother as to the way I want to travel and feel like I am at the mercy of the airlines even though I am the customer and I have paid for these trips. This does not make me or mom happy.

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