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Gas Man
11-02-2009, 10:39 PM
Ok so we all hear stupid stories... well here's another one. I will include all my emails (minus some personal info). But the basic thing here is simple.
I always pay the extra amount to have a non-stop flight. I hate lay overs. Just get me there. I did this for my mexico trip. I go to check in online 24hrs in advance and POOF. Delta eleminate the flight completely. The nonstop from Detroit to Cancun. GONE! And now instead of 4hrs of travel its nearly 8hrs. Instead of a 1030 flight its 7am. WTF! I call. She can't do anything but check me in or cancel. Call customer service m-f. WTF!
So I guess I can do that while on my layover. I speak to a delta person in memphis and they say to email thru the site not call. So I do.

Hello,
I am currently in a layover in Memphis, TN that was not part of our
travel plans. When I checked in online I found out that nwa had
eleminated our NON-STOP flight from DTW to Cancun. A flight that
I paid extra to have as NON-STOP. Further, this change by nwa, has
nearly doubled our travel time. It has also inconvienced my family with
drop off arrangements.
I would like to find out if nwa is going to back up this lack of
customer service with something more than an apology. As a loyal nwa
customer I find it hard to believe that they would treat their customers
so poorly.
Being I will be abroad and without voice coverage on my cell. Email may
be the best avenue of communication.
I was told by a nwa/delta employee at the airport that emailing nwa
would be a better way of communicating. That the customer service phone
number is a third party call center but emailing directly would be best.
That surely nwa directly would take care of me. That they value good
customer service. I sure hope he is correct.
Myself, wife, and brother were all traveling. My wife and I were
confirmation #XXXXXX and my brothers #ZZZZZZ. All have same last name.
Thank you for your time and consideration.
-Chris
Their reply

Dear Chris,
Thank you for your correspondence regarding the problems you and your
family experience with Northwest, a subsidiary of Delta Air Lines. On
behalf of Delta Air Lines, I apologize for the problems you all
experienced due to a schedule change and appreciate the opportunity to
further review your request for compensation.
I am truly sorry for the inconvenience you were caused when your
non-stop flight was rescheduled for a connecting flight change and
clearly understand your frustration. Please be advised that we do not
compensate those passengers who experience a schedule change for their
original itinerary. We must therefore respectfully decline your request
for compensation. Even so, feedback like you have provided will help us
to improve our overall customer experience. Be assured I will be
sharing your comments with our Network Planning and Analysis leadership
team for their future consideration with flight changes in this market.

Chris, your support is important to Delta, as well as to our
partners. We look forward to your continued patronage.
Sincerely,
Ashley P. Josh
Coordinator
Customer Care

Are you f'in kiddin me. My comments will help them? WTF

I would like respectfully inform you that myself, my family, and friends
will no longer be traveling with nwa, delta, or booking any vacations
with delta vacations like we did this one. I have always flown nwa, and
this was my first delta vacation. Unfortunately now it will be my last.
There are plenty of other providers such as apple, fun jet, etc, that I
can book thru and still ensure that nothing is booked with nwa/delta.
This simply isn't good customer service regardless of how well you word
it. Further I will continue to speak poorly to anybody that will
listen. I plan on calling my AAA travel agent and informing them of my
poor experience. I'm sure a company as reputable as AAA will be
displeased with such lack of good customer service.
Of coarse all of which can be eliminated with better customer service. I
also would like to have my case file elevated to a higher level of
management on your end. Please forward my email on ward. I will also
return from my vacation late saturday (per itinerary you can see by my
information provided). After which I would like to have your manager
call me personally. My cell should be on file but just in case
123-555-1212.
Respectfully,
-Chris

Nope, this woman will not budge... but I had forwarded these to my AAA agent as well. Love my BB in mexico

Dear Chris,
Thank you for your additional comments regarding the problems you and
your family experience with Northwest, a subsidiary of Delta Air Lines.
On behalf of Delta Air Lines, I regret you are disappointed with our
reply. While we certainly appreciate your wish to contact our upper
level management teams, our Customer Care team has been designated to
reply on their behalf.
I understand you feel I did not adequately address your concerns. I was
happy to review your comments again to see if there was something I
missed. Respectfully, there is nothing more I can add.
Chris, we recognize this was not the response you expected to
receive and trust you will understand our position. We value your
business and hope you will continue to choose Delta.
Sincerely,
Ashley P. Josh
Coordinator
Customer Care

My inner calm is wearing thin with this company, but hey... the drinks are flowing and I'm sitting on the beach so I can use the entertainment

Well Ashley then you have made my choice easier. I will longer do any
business with nwa or delta. Thank you for aiding in a swift decision for
me. I will be forwarding this email string onward to everybody I know
and posting it to every online forum I can. Further to my aaa travel
agent.
For today, you have at the very least 15 people from sales. Some,
including myself, are in our late 20's/ early 30's and will be doing a
great deal of future travel. The parents and family attending are very
well traveled. They are appalled by nwa's handling of this and will also
be not traveling with any nwa/delta affiliates.
Good day!
-Chris

Toting the BS company lines till the end...

Dear Chris,
Thank you for your most recent e-mail regarding the problems you and
your family experience with Northwest, a subsidiary of Delta Air Lines.
On behalf of Delta Air Lines, I regret your continued displeasure with
our previous responses.
I am genuinely sorry it was necessary for you to write me again. I was
concerned that I missed the purpose of your original communication so I
reviewed your comments with my Supervisor. After a lengthy discussion,
there is no further action we will take regarding your experience.
Chris, again, I am sorry your travel was unsatisfactory. I hope in
time you will provide us with another opportunity to restore your
confidence.
Sincerely,
Ashley P. Josh
Coordinator
Customer Care
I never responded at this point. I am pursueing it with AAA (whom I booked thru). Any further suggestions?
My #1 suggestion. F**K NWA and DELTA! Plenty of other fish in the sea.

RedneckMedic
11-03-2009, 12:11 AM
in my opinion all airlines suck. it would be sweet if we had mom and pop airlines with their own airports. then the customers would actually get taken care of like we should. the most any airline does anymore is if you are delayed they "sometimes" comp you a hotel stay for the night but other than that they suck especially when there are connecting flights involved and people losing their luggage.

sucks that happened to you but hope the rest of the vaca was nice

Gas Man
11-03-2009, 12:22 AM
Yeah its bs

Thruxtonbill
11-03-2009, 06:32 AM
Face it bro, they don't give a damn. She might as well of told you to go fuck yourself.

telecast
11-03-2009, 07:41 AM
Face it bro, they don't give a damn. She might as well of told you to go fuck yourself.

She did, just not in so many words.

Berto
11-03-2009, 07:57 AM
The bigger they get, the more a holes they become. I traveled Delta for years and never had an issue... Traveled NWA and same thing, no issues. They merge and all I hear of now is problems.

Clearly these companies the bigger they get, the more customer service goes out the door. Sad...

Look at the car companies, any big conglomerate puts customer service second in line behind higher profits.

We need to go back to basics... Mom & Pop operations... local business owners that care. Oh no, but wait, Obama bails out the banks and they won't lend to small business... America is not what it used to be. Greed is killing it. What ever happened to being proud of your job and what you put out there.

Chris, don't be too hard on that girl... I am sure she has no power whatsoever to help you out. Seems like she is the one taking the shit from customers while some suit monkey somewhere decided that it was more profitable to cancel your flight.

Chris, I'll have you know that I will be joining you in your boycott of these airlines.

junkyardjon
11-03-2009, 06:54 PM
i like how they send the same reply a couple times LOL

Gas Man
11-03-2009, 09:47 PM
Face it bro, they don't give a damn. She might as well of told you to go fuck yourself.


She did, just not in so many words.

Yeah basically


The bigger they get, the more a holes they become. I traveled Delta for years and never had an issue... Traveled NWA and same thing, no issues. They merge and all I hear of now is problems.

Clearly these companies the bigger they get, the more customer service goes out the door. Sad...

Look at the car companies, any big conglomerate puts customer service second in line behind higher profits.

We need to go back to basics... Mom & Pop operations... local business owners that care. Oh no, but wait, Obama bails out the banks and they won't lend to small business... America is not what it used to be. Greed is killing it. What ever happened to being proud of your job and what you put out there.

Chris, don't be too hard on that girl... I am sure she has no power whatsoever to help you out. Seems like she is the one taking the shit from customers while some suit monkey somewhere decided that it was more profitable to cancel your flight.

Chris, I'll have you know that I will be joining you in your boycott of these airlines.

You are right.

And thanks!


i like how they send the same reply a couple times LOL

You liked tt to?

vortech302
11-03-2009, 11:52 PM
Delta is just a bad place to work these days. We deal with them quite a bit and they are easily the most disgruntled and generally won't go out of their way to make your life easier. I'd be pissed off too though if my company just kept taking from me. But that is BS that they cancel your flight and at the very least don't refund you the difference. Or fuck, a free flight voucher, they have empty seats to fill.

Gas Man
11-04-2009, 03:23 PM
its simple... i will never fly them again. Further I will tell everybody else not to.

But honestly I have put this thread on all my forums I frequent. NOBODY! NO ONE person has came back with a positive expierence. Seems like this is normal for both NWA and Delta.

And I'm sorry but 2 negatives wont make a positive in this merger!