We saved up skymiles for years to take my daughter on her graduation trip. We then payed all the fees to transfer the miles from my account and my brothers' accounts into my husbands account and finally had enough for 3 international tickets. (with the fees for transfer and the fees for booking a flight it's certainly not a free flight) I began on the website trying to reserve a skysaver flight.
I was very flexible on place and day, but every time I found a flight I wanted to book the website, which was very difficult work with, it would come up with the message that it was having trouble and please try again. So I did, again and again over many days when I had a few minutes, but could never book the flights I wanted, even though they were shown as available. Then one day having a little free time to call I called the number. They said that they couldn't work with me as it was my husbands account.
So that night my husband called. He was on speaker phone so I heard the conversation. He was told that A) there was no reason to call because they couldn't do anything for us that we couldn't do on the website ourselves and B) we should wait because more convienent flights would become available and there was no hurry to book flights. He would not even look at the flights we had from the website that we asked him to check, but told us he couldn't do anything for us we couldn't do for ourselves and we should wait as our trip was 8 monthes away.
Oddly, not once did he mention that the amount of skymmiles needed for these flights was going up by 10,000 miles a piece in just a weeks time. I think he was instructed by the company to put people off until after the raise in cost. Some customer service.
Well we were patient as instructed. I continued to try to use the website and wrote many emails about the problems I was having with the website.
I continued to be told at the end of trying to book a flight that it could not be booked for me. Etheir different flights on different days had all been "just fully booked" or there were "problems with your request, please try again". That's just the tip of the problems using their system. I didn't bother trying to call because WE WERE TOLD NOT TO.
Then today I log in and the miles neccessary have changed. I got no email, letter, any warning that this was going to happen.in fact I had been told by a representative of Delta that I should wait to book. If the website had worked, the customer service people had been willing to help, or even if they hadn't told me not to call back or warned me to book quickly instead of telling me to wait, I would have had my tickets. I called Delta and was told that they are not responsible for the website not working, the representative who advised us not to book at that time and told us not to bother calling because thy couldn't do anything that we couldn't do on the website. They were rude, uncompassionate and surly. Not even an apology that this had happened to us and that we now will not be able to take our daughter on her dream trip. The customer service representative outright lied to us and said this was the first complaint they had about their website. Well their own blog site is full of people complaining about it as well as all over the internet! Complete and utter liar, as instructed by the company no doubt.
We've been loyal customers on Delta, some years even having platinum status. My husbands company flies Delta. The company has been talking of changing to United, but we encouraged them to stay with Delta before. Now I will be encouraging them to use United.
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