We recently booked two tickets on Delta Airlines that cost $551. We were unable to travel on those flights, and when we asked Delta about rebooking later, Delta clearly and unquestionably represented that we had one year from the date of travel to re-book and use the tickets. We called to reschedule 10 months later. Delta rudely informed us our tickets were expired and there was nothing anyone at Delta could do for us.
I was offered the opportunity to send a letter to the corporate office to complain and I "may receive a response within 30-60 days of receipt."
A letter? In 2008? Unbelievable.
Instead, I found an email address for online "customer care." I sent an email asking why Delta would not honor the tickets based on their own representations, and for Delta to give me a name and phone number to speak with someone that could make a decision.
It took two weeks of email exchange with Delta to get a phone number, but they refused to answer my question about their misprepresentation. The phone number turned out to be corporate "customer care."
Corporate "customer care" is supposed to be the "highest level" of Delta Airlines assistance. Quite amazingly, the agent herself admitted that her job is to simply quote corporate policy, not help customers. The Delta agent then told me there was no help available for me, and used several tactics to get me off the phone when I refused to accept her answer: she interrupted me nearly every time I spoke, she talked over me, she tried to change the subject, she left the phone line silent for long periods of time (so I would think we got disconnected), and finally gave me the CEO's name as the only place I could go to get some help.
I called the CEO at the number the agent gave me, and was deflected to the switch board. The operator that answered required me to repeat my name and phone number three times before she told me "someone may get back to you."
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