Thursday, June 21, 2012

Yes I Have a Blog, Facebook and twitter

And I am not afraid to use them. If you are friends with me on Facebook you probably saw this picture:


Delta made me do it. Limoncello & bubbles.

At the time I was being nice and didn't mention the airlines name giving them the benefit of the doubt. While we are working with the KLM desk here in the Netherlands and they are doing everything they can to help us solve our issue, the bigger question I want to get solved is how are they (Delta/Air France/KLM) going to avoid this in the future. I am hoping that by continuing to push this issue that we can make sure that the gap of information between the three airlines is solved quickly, which is why on the night I posted this picture (Tuesday) I also submitted a comment/complaint letter on the Delta site. Well today in the continuing ongoing saga of Airline vs. Ms. Shannon I had an email exchange going back and forth with the people that monitor the comments/complaints form submission at Delta/Air France/KLM and I have officially lost my mind and have decided to post it all over the Internet.

Below are the email messages* back and forth between myself and the people on the web form end...at least that's what I thought. Blue highlight is from me, all other content from the airline starting with the original form submitted on the Delta.com site and ending with the mail I sent back to them today. (If you want to skip ahead to the bottom read the last two mails.)


Original Message Follows: ------------------------
  
Delta Air Lines Current Reservation Form


Title: Mr
First Name: (name removed)
Last Name: (name removed)
Reply-To Email Address: removed
Airline Program: KL
Frequent Flyer Number: 8xxxxxxxx 
Country: NL
Flight Date: 6/xx/2012
Flight Number: DL02xx
Origin City: AMS
Destination City: xxx
Confirmation Number:
Ticket Number:

Message: This is the most perplexing issue I have ever come across. For
ticket, number xxxxxx, I made a change to the ticket back in May for the Sunday, July xx trip. I then had to call and make another change. At this point I was told that my ticket does not allow for changes. I thought this was completely odd since I already made a change to the ticket, but I looked all over the my receipts and online for anywhere that it states that I can't make changes and couldn't find any. I then called the customer service desk and asked to have them help me find where this is located. One
hour and 30 minutes later, no one can show me where I can find the rules and restrictions where it says I can't make changes. I have been passed off to 5 people currently working on my 6th and still no one can tell me anything. To top it off one of your supervisors (name removed) from Cincinnati was extremely rude and interrupting me constantly and could only pass me off to yet another person.
According to her you can only talk to one supervisor or call back to get a different one. This seems highly ineffective especially when said supervisor is unable to give me any information. I have only had great service in the past so this particular call really makes it upsetting that I can't get anyone to tell me where I can find online or on my ticket where it says no changes permitted. It absolutely does not say that anywhere. I would really like an answer on how Delta/KLM/Air France plan to make sure this doesn't happen in the future, because as of now this Platinum member is at their wits end.
Submitted: Tue Jun 19 2012 22:29:04 GMT+0200 (CEST)

On 6/20/12 4:12 PM, "Delta Websupport" <Websupport@jv1.delta.com> wrote:

Dear (name removed),

We thank you for your e-mail.
  
After we checked your reservation we saw that you had already contacted
one of our colleagues by telephone. We hope that all your questions have been answered. Should you have more questions, please do not hesitate to contact us by phone.

We hope this information has been helpful to you. If you require more
detailed information, please contact Delta Air Lines Reservations at +31 (0)20 721 9128 (Mon.-Fri.
8:00 a.m.-8:00 p.m., Sat.-Sun.
9:00 a.m.-5:30 p.m.).


Kind regards,

(Name removed)
Air France, KLM Royal Dutch Airlines and Delta Air Lines

-------------------------------------------------------------------------

  

Original Message Follows:
------------------------
We are working directly with the KLM desk here in the Netherlands, but my concern is that one the supervisor I talked to was completely out of line rude and two that I had almost everyone I talked to tell me that I was wrong, lying and absolutely couldn't have booked the ticket on Delta.com. There has got to be some contingency in place for this partner program. It makes zero sense as to why no one was able to answer my questions. It's extremely frustrating as (name removed) is a loyal flying blue member and that no one could see exactly what was going on with our ticket. Is this something that will be resolved in the future?

Shannon Anderson
Twitter: @shannonin30s

On 6/21/12 8:28 AM, "Delta Websupport" <Websupport@jv1.delta.com> wrote:

Dear Mr. (name removed),

We acknowledge receipt of your comments.

If you wish to share your concerns with us, you can do so at
www.delta.com. Simply, click on the tab
"Comment/Complaint?", this will take you to a form that you can complete
and send.

Once you are on the page 'Have a Comment or Complaint?", in the section
"Tell Us About Your Experience" please choose the option "Customer Care" and then "complaint"and complete the form.

We thank you for your understanding.

Kind regards,


Name removed
Air France, KLM Royal Dutch Airlines and Delta Air Lines

--------------------------------------------------------------------------

Last Reply, Today 12:09PM

That's where this thread is from. Are you suggesting I resubmit what I wrote before on the same page again? This is absolutely ridiculous!

Shannon Anderson
Twitter: @shannonin30s

*I removed personal information and airline employees names to protect the innocent and those that think reading is hard.

So yeah, I am pissed.

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