Caution this thread is a rant / complaint lodged against Delta Airlines. Miserable Business Trip.

[Ken555]

I always aim for direct flights whenever possible. I'm willing to pay extra for a nonstop flight, and when that's not an option for international travel, I sometimes book a hotel at the first stop and continue my journey the next day.

I've found that the quality of service across airlines has been declining, and it's disheartening to see the lack of loyalty from these companies. While I don't prioritize airline status, I do have some airline credit cards for benefits like free bags and better boarding groups. I won't fly Frontier and Spirit due to their additional fees and inconvenient flight options.

During the recent Crowdstrike impact on Delta and other airlines, I was concerned about their disaster recovery plans and implementation procedures. While most airlines were able to resolve the issue reasonably well, Delta's response seemed particularly challenging.

I've generally had positive experiences with Delta, aside from a few incidents. However, we have all noticed a decline in the quality of their loyalty program and its redemption value (there's a reason many call them SkyPesoes) and similar changes in other airlines. As a result, I now primarily choose flights based on timing, cost, and itinerary.

 

[Luanne]

My husband calls me a "letter writer". I found that when I was dissatisfied and needed to write a letter the way I would formulate the letter was:
- State what my expectations had been
- State what actually happened
- State what I wanted
- Do all of this calmly

Most of the time I did want some kind of reimbursement. You say you didn't you just wanted to bring it to their attention. That's fine as well. One case I remember that was what I wanted. It was with a hotel chain (think it was Marriott) where we had a disappointing stay. I ended up getting 20,000 Marriott points that I hadn't asked for. In another case with Hilton I asked for a very small reimbursement amount (around $50) and I got that plus a free night at the hotel in question, which we used.

 

[WaikikiFirst]

always aim for direct flights whenever possible. I'm willing to pay extra for a nonstop flight

Bingo. That rant made me think. I think in my last otomh 20 R/T trips by plane, 18 of them have been either on a NON-US airline, a nonstop w/in the US (mostly CA to HI), or some other nonstop. 18 out of 20. Maybe 23 out of 25. I think long & hard before making any travel plans that require changing planes on a US airline inside the USA. Pathetic industry. Zero more biz travel was one of the top reasons I was quite happy to retire super-early.
And yes, on 1 of those 2 intra-US plane-changers, I missed my flight on my return trip entirely due to unexplained & pathetic incompetence of the airline.

But I'm retired, and it was my return trip, and I had had a great time, so I was pretty chill about their gross incompetence. Hanging around a US airport for a while is almost like going on safari to me. Pathetic industry. Soup to nuts. Not coincidentally, one of the most regulated industries in the US.

 

[rickandcindy23]

You have a great attitude about the issues you had with Delta, just want to say that.

 

[easyrider]

Personally, I'm going to try and only do direct flights anymore. I'll drive the 5 hours to Newark just so I don't have a layover. I'm crossing my fingers for this weekend. I also am driving just about anywhere within 1,600 miles - so far it's actually far less stressful, and a hotel or two on the way just lets me either build or use HH points. I know airplanes are safer, but I just don't need the aggravation or added cost.

This is what we are doing too. We went as far as to buy a very low mile Lincoln Town Car for long road trips. Our longest round trip was about 7,000 miles. We have been on the road for as long as 11 - 12 hours but usually average no more than 8 hours. We use HH and Bonvoy points for hotels when we need to. Often we are using bonus time through WM or VI.

I'm not a fan of flying anymore because of the hassles we have encountered, but honestly, the last few flights have been pretty good to excellent.

Bill

 

[jp10558]

This is what we are doing too. We went as far as to buy a very low mile Lincoln Town Car for long road trips. Our longest round trip was about 7,000 miles. We have been on the road for as long as 11 - 12 hours but usually average no more than 8 hours. We use HH and Bonvoy points for hotels when we need to. Often we are using bonus time through WM or VI.

I'm not a fan of flying anymore because of the hassles we have encountered, but honestly, the last few flights have been pretty good to excellent.

Bill

To be honest, the hassles of flying are mostly the current security crap - I tend to wear a knee brace just as protection of throwing out my knee again trying to navigate the airplane so that's always a hassle, taking off belts and such is a hassle, and I'm too fat to fit well in Economy and no way am I paying business rates - if Economy makes driving cost effective, business makes it insane to pay IMO. Plus limited stuff I can pack vs my Outback or now Pilot. Flying is to get to the west coast without eating a week driving (though I may someday make it a whole vacation trip to drive across the country and hit the timeshares on the way like some others have posted about), or getting International.

 

[pedro47]

Just curious have the OP, heard anything from. Delta Airlines?

 

[billymach4]

Just curious have the OP, heard anything from. Delta Airlines?

I have not received my final answer. Did get a reply from their FB help messages. A token bone of 20k skymiles. I am hoping for a reply from a senior executive. However I will not hold my breath for long.

 

[easyrider]

To be honest, the hassles of flying are mostly the current security crap - I tend to wear a knee brace just as protection of throwing out my knee again trying to navigate the airplane so that's always a hassle, taking off belts and such is a hassle, and I'm too fat to fit well in Economy and no way am I paying business rates - if Economy makes driving cost effective, business makes it insane to pay IMO. Plus limited stuff I can pack vs my Outback or now Pilot. Flying is to get to the west coast without eating a week driving (though I may someday make it a whole vacation trip to drive across the country and hit the timeshares on the way like some others have posted about), or getting International.

We did a to New York and back to Washington State trip in an Infinity. It took a couple of weeks. We were planning on driving to Florida this winter and taking a couple of months or more to dink around where ever USA. Maybe next year.

For us, the air travel is in the winter and our local airport can get fogged in , froze in or scheduled off. This is most of our problem. Other problems have been with people on the flights disrupting the flight causing delays and luggage not showing up for days.

The last couple years have been better. I have my fingers crossed for this winter.

Bill

 

[easyrider]

I have not received my final answer. Did get a reply from their FB help messages. A token bone of 20k skymiles. I am hoping for a reply from a senior executive. However I will not hold my breath for long.

I was told no, it was weather related, from an airline when they messed up our flights & luggage. The thing is the weather was fine and someone called in sick is what I was told at the airport. I kind of pissed me off so I sent a complaint to the BBB. The day after the letter was sent I had an email apologizing for the screw up and they decided to pay our claim. It wasn't much, something like $500 total for hotel and rental car. We both received 25,000 air miles as well.

Bill

 

[billymach4]

I managed to get a reply from the VP of JFK Operations.
This leaves me with a small vote of confidence that at least my voice is getting to the right place(s).

I hope to get a chance to speak to Mr. Whitelaw tomorrow.

" I'm sorry for the experience you had and the multiple delays. Your experience is not typical of our JFK team and certainly doesn't align with the expectations we have of our team.

I have copied Jim Whitelaw, Director of Customer Experience for JFK. He will be reaching out to you directly to have additional conversation about you experience and share with you the work he's been doing and continues to do.
I will directly address the baggage issue. Unfortunately on that evening, we had multiple cancellations as you noted due to the weather conditions. Our ramp was also closed at various times for extended periods due to lightning in the area. During those closures, for safety reasons, we do not allow employees to be outside for any reason. As the cancellations AND delays accumulated, our ramp teams struggled to keep up as operations intermittently resumed until very late into the night/morning. Our focus, right or wrong, was on departing and arriving flights, ensuring they were safely worked, departing as many as possible and offloading arrivals as quickly and safely as possible. Because of that, our ramp teams were unable to return bags to our customers impacted by canceled flights, unless the trip was being canceled in its entirety. We should have shared with you your bag would be rerouted with you and our inability to return it to you in a timely manner because of the circumstances. Jim will use this as a takeaway with both our customer service team and our ramp team to ensure both understand the importance of strong communication internally and externally.

We appreciate you reaching out. Feedback like yours, no matter how difficult to read, is good for us as we use it to get better.

Thank you,

Stephanie Baldwin
VP Operations
Delta JFK "

 

[WinniWoman]

Personally, I'm going to try and only do direct flights anymore. I'll drive the 5 hours to Newark just so I don't have a layover. I'm crossing my fingers for this weekend. I also am driving just about anywhere within 1,600 miles - so far it's actually far less stressful, and a hotel or two on the way just lets me either build or use HH points. I know airplanes are safer, but I just don't need the aggravation or added cost.

I promised myself that same thing a few years ago, but then the places I wanted to go (South Dakota and Sicily) did not have direct flights.

After this year I’m doing one better- no more flying period. And no driving anywhere where there is a ton of traffic to get there or crowds of people once you’re there.

Going to be slim pickings.

 

[WinniWoman]

I man I know who travels a lot has had awful experiences these past couple of times. He just was taking a plane to NE from NH, with a stop in Charlotte, NC.

There was a long delay so he went to have a beer and some food and suddenly discovers the long delay was very short and the plane took off without him! So he took a flight to Kansas City and rented a car to drive the rest of the way, taking along another stranded couple he dropped off in Omaha. Got to his destination at like 4am. Said in reality he only arrived like 3 1/2 hours later than he would have if everything had gone well.

Last time he flew he had a cancelled flight on. C connection and had to rent a car and drive long hours to his destination.

He said he’d love to be able to fly and not have to drive.

 

[tombanjo]

Yes, a canceled flight can really screw up carefully made and expensive plans, but hotel cancelations, natural disasters, personal health issues and accidents, etc all can do the same.

Staying inside in the fetal position in a doorway in case of tornados all day everyday is not really a "Living your best life" option, though it is safe.

You have about the same odds as dying from a fall, so it really is a good idea to get into that fetal position on the floor now.

 

[clifffaith]

Yes, a canceled flight can really screw up carefully made and expensive plans, but hotel cancelations, natural disasters, personal health issues and accidents, etc all can do the same.

Staying inside in the fetal position in a doorway in case of tornados all day everyday is not really a "Living your best life" option, though it is safe.

You have about the same odds as dying from a fall, so it really is a good idea to get into that fetal position on the floor now.

View attachment 98651

Cliff bent over to put crunchies in an interactive cat toy on Monday, toppled backwards from a crouching position on carpet in his own living room and broke three ribs. It happens.

 

[tombanjo]

oooowwww - sorry to hear that. broken ribs are no fun, not a lot you can do.

 

[WinniWoman]

Yes, a canceled flight can really screw up carefully made and expensive plans, but hotel cancelations, natural disasters, personal health issues and accidents, etc all can do the same.

Staying inside in the fetal position in a doorway in case of tornados all day everyday is not really a "Living your best life" option, though it is safe.

You have about the same odds as dying from a fall, so it really is a good idea to get into that fetal position on the floor now.

View attachment 98651

That’s true to a point. But it’s smart to try to avoid a disaster from the get go.

 

[davidvel]

I haven't seen anyone mention that waiting in line for CS after a cancellation (especially for weather) is almost always the worst thing to do. Most airline apps do a great job of offering options upon cancellation. I have updated plans many times before departing the plane. Second best option is calling, though this is less effective these days. Still better than waiting in line.

Weather is weather, but certainly the baggage return communication issue was very poor. Also, 3 connecting flights is always a tough gamble.

 

[billymach4]

I haven't seen anyone mention that waiting in line for CS after a cancellation (especially for weather) is almost always the worst thing to do. Most airline apps do a great job of offering options upon cancellation. I have updated plans many times before departing the plane. Second best option is calling, though this is less effective these days. Still better than waiting in line.

Weather is weather, but certainly the baggage return communication issue was very poor. Also, 3 connecting flights is always a tough gamble.

I did try the app. But it was preventing me from making changes. Did speak to Jim Whitelaw from JFK Customer Operations this morning. Will recap later.

 

[Sandi Bo]

I man I know who travels a lot has had awful experiences these past couple of times. He just was taking a plane to NE from NH, with a stop in Charlotte, NC.

There was a long delay so he went to have a beer and some food and suddenly discovers the long delay was very short and the plane took off without him! So he took a flight to Kansas City and rented a car to drive the rest of the way, taking along another stranded couple he dropped off in Omaha. Got to his destination at like 4am. Said in reality he only arrived like 3 1/2 hours later than he would have if everything had gone well.

Last time he flew he had a cancelled flight on. C connection and had to rent a car and drive long hours to his destination.

He said he’d love to be able to fly and not have to drive.

From time to time you hear of that, just crazy. My sister and brother-in-law had something similar happen flying out of Bradley (Hartford). Their flight was delayed so they went to dinner or something and came back and the flight left early. Their connection was in NYC so somehow they got there. Bizarre. From that I learned not to leave the gate area, even for an announced delay. Again, not too long ago, my flight out of Bradley was cancelled or delayed, I didn't know that, and when I arrived it was back on schedule. A lot of people missed the flight.

 

[WinniWoman]

I haven't seen anyone mention that waiting in line for CS after a cancellation (especially for weather) is almost always the worst thing to do. Most airline apps do a great job of offering options upon cancellation. I have updated plans many times before departing the plane. Second best option is calling, though this is less effective these days. Still better than waiting in line.

Weather is weather, but certainly the baggage return communication issue was very poor. Also, 3 connecting flights is always a tough gamble.

I suspect there’s a lot of lying excuses going on also. Yeah right- the weather.

 

[Ken555]

I haven't seen anyone mention that waiting in line for CS after a cancellation (especially for weather) is almost always the worst thing to do. Most airline apps do a great job of offering options upon cancellation. I have updated plans many times before departing the plane. Second best option is calling, though this is less effective these days. Still better than waiting in line.

Weather is weather, but certainly the baggage return communication issue was very poor. Also, 3 connecting flights is always a tough gamble.

Yup. Years ago, Delta canceled a full 767 flight at the last moment while everyone was waiting to board because the pilots weren't even at the airport. I was able to call customer service for a replacement, and I found the best option using their app, but the rep couldn't see it. So, I ultimately purchased it myself, and then she found the reservation and was able to issue a refund. I was flying first class, but still… I was amazed she couldn't see the best option available and worse than the problem even happened at all.

 

[rapmarks]

I am aghast as I read these posts. You have my sympathy. My grandson does not understand why I will not fly up north for Christmas. I don’t need to fly during potential bad weather . This is why my husband and I decided a long time ago that we will pay for our kids travel expenses to come visit us. I can’t deal with these snafus traveling alone at my age

 

[davidvel]

I am aghast as I read these posts. You have my sympathy. My grandson does not understand why I will not fly up north for Christmas. I encounter so my any producing good weather. This is why my husband and I decided a long time ago that we will pay for our kids travel expenses to come visit us. I can’t deal with these snafus traveling alone at my age

While reading this thread might make some think this kind of thing is the norm, the statistics cited show that less than 2% of flights are cancelled. Most cancellations are concentrated around big weather events. Otherwise your chances of a cancelled flight are close to zero %. Practically no one will experience what happened to the OP, which was compounded by the multiple flight segments.

 

[WinniWoman]

While reading this thread might make some think this kind of thing is the norm, the statistics cited show that less than 2% of flights are cancelled. Most cancellations are concentrated around big weather events. Otherwise your chances of a cancelled flight are close to zero %. Practically no one will experience what happened to the OP, which was compounded by the multiple flight segments.

I’m hearing more and more of them, as well as delays, and the short connection times and people missing flights because of them.

We’ve hardly ever flown throughout the years, at least compared to the Tuggers in this forum, and when we have there’s been issues more times than not.

I still say it’s like we’re going backwards. Instead of improving, things are getting worse. Not just in air transport, but building, manufacturing, appliances, machinery. Customer service in general.

We just did a tour of a local dam here yesterday (army corp of engineers) and the park ranger said the 80 year old equipment has held up better than the newer things they’ve brought in over the years.

Everything's more of a hassle. You can’t get timely appointments. Takes you forever to make what should be a simple phone call. Reservations needed for anything you do - even to go to a darn movie in some places, or visit a park.

Maybe I’m just getting old, but it never used to be this way.