Delta nightmare
I normally post only technical stuff on the blog but I had to rant about this nightmare on Delta that I had last night.
I was flying DL1152 from Honolulu(boarded on Oct 15th) to San Francisco with my wife and I had my worst flight experience ever right from getting my boarding pass to checking in to the flight. I had booked this flight at least 3 months in advance and our seats were not together. While getting my boarding passes at the gate, I checked with the ticket agent if she could put us together. She said that she has put my request down and will be calling my name soon. She never called our name, and every 20 minutes or so, when I would go to the counter and ask about the seats, she would reply: "I am working on it and I will call your name". In the meanwhile she kept on allotting seats to standbys and upgrading people. Then came the final announcement to board the flight. I rush to the ticket counter and ask the ticket agent, if she managed to get us a seat together and she replies, "Sorry sir, the flight is full and we cannot put you together". We were the last person to board the flight. I would have appreciated if she could have called my name and let me know that she won't be able to accommodate my request rather than me asking her all the time. Moreover, I don't know what Delta's policy is but I did see the agent accommodating requests from other people who were either standby's or checked in at the counter much later than I did.
Well, this was just the start of my nightmare. What ensued later, was the worst display of customer experience that I have ever heard of. I had two conversations with two of Delta's air hostesses.
1st conversation
I was walking down the aisle to my seat with my carry on baggage and was stopped midway by this hostess.
Hostess: I wonder how did the guys upfront allow you to bring your bag till here. The flight is full and there is no space in the overhead baggage cabin. You will have to check-in your bag.
Me: I have some fragile glass stuff in my bag. I am sorry I cannot check it in. Can you please help me find some space?
Hostess [continues to smile as if she did not hear/care what I said]: Sir, there is no space. You will have to check it in.
Me: Its not my fault that there is no space. I was held up by Delta's ticket agent for no reason and thats why I am the last one to board.
Hostess[keeps smiling and repeats] : Sir, you will have to check it in.
Me: Ok, I will check it in but if something breaks, will you or Delta pay for it ?
Hostess[ keeps smiling ] : Sir in that case, I will have to put you in a different flight.
Me: I have booked my seat on this flight 3 months ago and I don't understand why you would suggest me to get a different flight when you overbooked the flight. I have two tickets and I don't get a single spot to put my bag in overhead cabin. If you cannot help me, let me walk down to my seat and see if I can figure out something.
2nd conversation
Now I walk down to my seat and put my bag under my seat. There was a very helpful couple sitting right next to me. They said that they have a bag that they could check in and that would allow me to put my bag in the carry on baggage. This is the conversation that me, the helpful co-traveller and the hostess had.
Co-traveller [ to the hostess ] : I have a bag that I can check in. Can you please check my bag in ?
Hostess[to the co-traveller]: Sorry no more check in bags. Also you don't have to worry, its not your problem.
Co-traveller [ to the hostess ] : Let me see if I can put my bag below the seat in front me. Then he can put his bag in the overhead cabin and sit a little comfortably.facebook
[ The co-traveller stands up, opens the cabin and tries to move her stuff. Hostess stops her ]
Hostess [ to the co-traveller]: You don't have to worry. Its his problem, let him figure out.
Hostess [ to me ]: There is a little space in the cabin, do you think you can fit your bag in there .
Me [ completely startled at this behavior ] : I am sorry but there is literally no space there for my bag to fit. Even you can see that.
[ In the meantime, my co-traveller just stands up and moves her bag to the seat in front of me. And then I put my bag in ]
All through the two conversations that I had with two different air hostesses, they cared the least about my comfort or the safety of my stuff. It totally pissed me off to see that even when my co-traveller was ready to help me, she was trying hard to make sure that it did not happen and I checked in my bag.
I always thought that Delta has one of the better customer experiences but yesterday's horror has disappointed me to such an extent that I dont think I will be flying Delta again.
