First, if you work, have worked, or would like to work for Delta Airlines (or any airline really) this is probably not the blog post for you. I don't want to hear your explanations or excuses for their behavior. I just want to vent in peace. No it's not fair that I want to prohibit you from making commentary on the events that transpired but hey, life ain't fair...a lesson I am rapidly learning but not accepting at a rate in which will make my life easier.
The basics: Bachelorette Party. Vegas. March 25-29, 2010. Need to book a flight.
The problem: Prices.
Okay, so obviously, the economy sucks. I'm trying to spend less, Delta is trying to make more. I get it. I haven't flown Delta in YEARS and now I know why. I always book through Airtran (though they have been upsetting me for the past month as well so...) and rarely have problems; however, right now, they do not have the cheapest flight to Vegas.
Yesterday, the bride and I logged into Delta's sight after I found a late night flight for $177 to Vegas. We both attempted to buy a ticket. I had checked the seating and the flight was about 1/2 full. It is a Boeing 767-300 for those of you in the know. Plenty of seats to be had. I hit book now and entered all my information and hit submit. The information that came back to me stated FLIGHT IS FULL. Oh? So I try to log back out and search for another flight. This is where I get pissed. The flight is not FULL as stated, they just decided it might be fun to jack the price up to $232. Same amount of seats are still available. The bride got the $177 ticket no problem. WHAT THE FUCK HAPPENED?
Being the pissed-off, angry white woman that I am, I immediately click the contact us tab and dial customer service. Only to receive the following recording:
"Due to inclement weather, we are unable to take your call."
Seriously? Is this a fucking joke? Am I being punked right now? Which was entirely possible since yesterday was the one day of the week anyone else was in the office with me. Okay, assholes, I thought to myself. How is rain with the possibility of snow (which did actually occur) an excuse for not handling your shit? So I just start dialing every number on the site until someone finally answers. This nice gentleman explains to me that flights often change during booking and he will see if he can get me the flight at $177 since the site had a glitch that told me the flight was full. This is after sitting on hold for 25 minutes. He then puts me on hold for another ten and suddenly the line is ringing. Jermaine answers. Since they record their conversations I feel entirely comfortable putting his name on my blog. He then tells me too bad.
My question is this: If I had called Delta to make a reservation, would they have changed the price mid conversation? Say I completed giving him my credit card and would he suddenly say, "Ma'am, the price jumped from $177 to $232 while I was inputting your information. Sorry about that." Seriously. Does that make any sense? If I hit the submit button while your page still said $177 then I should get that rate. If the flight really had filled in the process that would be a different story. But it is not my fault the price changed or that your site told me the flight was full when it was clearly NOT.
Jermaine just keeps repeating the company line so I ask to speak to a supervisor. His reply?
"He's just going to tell you the same thing." WTF kind of response is that? Who gives a shit if he's going to tell me the same thing. I asked to speak with someone who might be able to actually do something about a situation and you have decided you know better than that? I requested the supervisor so just give me the damn supervisor. Through this whole thing, I am typing a complaint on the website.
Sam gets on the line and I explain the situation to him and he, too, repeats the standard line and then offers me a different flight (with connections) for $209. No thanks buddy, the bride booked the 9:50 pm flight so if I can't get that flight for $177 then I might as well just fly another carrier. Which is what I told him. He told me if I still wanted to complain I was more then welcome to send an email complaint. What he didn't tell me was HE IS THE ONE WHO WOULD BE RESPONDING TO ANY COMPLAINT. So I woke up this morning at 4:50 am to this email:
"We regret you were disappointed with a recent fare quote. Airfares and
flight availability constantly change - sometimes minute by minute. Many
factors can impact the airfare amount; to obtain the lowest possible
fare, you may want to explore booking alternate dates and times for your
trip. Also, all fare types are subject to availability and some fares
must be purchased a specific number of days in advance. Of course, the
allotment of seats for each inventory category can change periodically
throughout the year. Since, most passengers are price conscious, the
inventory designated at the lowest price often sells out very quickly.
Our website is a live website and at a time many customers are making
reservations to obtain the lowest possible fare. As you know our all
Delta representatives, travel agents and our worldwide customers have
access to the reservation system. This results in quick disappearing of
the lowest fare and gets sold out quickly. When you were trying to book
the reservation online, there must have been only one seat available
with the lowest fare that you tried to book. Someone must have been
successfully ticketed the reservation before you could complete your
transaction. Hence, your itinerary would qualify for the next available
upper class of service or fare. We regret any inconvenience."
The basics: Bachelorette Party. Vegas. March 25-29, 2010. Need to book a flight.
The problem: Prices.
Okay, so obviously, the economy sucks. I'm trying to spend less, Delta is trying to make more. I get it. I haven't flown Delta in YEARS and now I know why. I always book through Airtran (though they have been upsetting me for the past month as well so...) and rarely have problems; however, right now, they do not have the cheapest flight to Vegas.
Yesterday, the bride and I logged into Delta's sight after I found a late night flight for $177 to Vegas. We both attempted to buy a ticket. I had checked the seating and the flight was about 1/2 full. It is a Boeing 767-300 for those of you in the know. Plenty of seats to be had. I hit book now and entered all my information and hit submit. The information that came back to me stated FLIGHT IS FULL. Oh? So I try to log back out and search for another flight. This is where I get pissed. The flight is not FULL as stated, they just decided it might be fun to jack the price up to $232. Same amount of seats are still available. The bride got the $177 ticket no problem. WHAT THE FUCK HAPPENED?
Being the pissed-off, angry white woman that I am, I immediately click the contact us tab and dial customer service. Only to receive the following recording:
"Due to inclement weather, we are unable to take your call."
Seriously? Is this a fucking joke? Am I being punked right now? Which was entirely possible since yesterday was the one day of the week anyone else was in the office with me. Okay, assholes, I thought to myself. How is rain with the possibility of snow (which did actually occur) an excuse for not handling your shit? So I just start dialing every number on the site until someone finally answers. This nice gentleman explains to me that flights often change during booking and he will see if he can get me the flight at $177 since the site had a glitch that told me the flight was full. This is after sitting on hold for 25 minutes. He then puts me on hold for another ten and suddenly the line is ringing. Jermaine answers. Since they record their conversations I feel entirely comfortable putting his name on my blog. He then tells me too bad.
My question is this: If I had called Delta to make a reservation, would they have changed the price mid conversation? Say I completed giving him my credit card and would he suddenly say, "Ma'am, the price jumped from $177 to $232 while I was inputting your information. Sorry about that." Seriously. Does that make any sense? If I hit the submit button while your page still said $177 then I should get that rate. If the flight really had filled in the process that would be a different story. But it is not my fault the price changed or that your site told me the flight was full when it was clearly NOT.
Jermaine just keeps repeating the company line so I ask to speak to a supervisor. His reply?
"He's just going to tell you the same thing." WTF kind of response is that? Who gives a shit if he's going to tell me the same thing. I asked to speak with someone who might be able to actually do something about a situation and you have decided you know better than that? I requested the supervisor so just give me the damn supervisor. Through this whole thing, I am typing a complaint on the website.
Sam gets on the line and I explain the situation to him and he, too, repeats the standard line and then offers me a different flight (with connections) for $209. No thanks buddy, the bride booked the 9:50 pm flight so if I can't get that flight for $177 then I might as well just fly another carrier. Which is what I told him. He told me if I still wanted to complain I was more then welcome to send an email complaint. What he didn't tell me was HE IS THE ONE WHO WOULD BE RESPONDING TO ANY COMPLAINT. So I woke up this morning at 4:50 am to this email:
"We regret you were disappointed with a recent fare quote. Airfares and
flight availability constantly change - sometimes minute by minute. Many
factors can impact the airfare amount; to obtain the lowest possible
fare, you may want to explore booking alternate dates and times for your
trip. Also, all fare types are subject to availability and some fares
must be purchased a specific number of days in advance. Of course, the
allotment of seats for each inventory category can change periodically
throughout the year. Since, most passengers are price conscious, the
inventory designated at the lowest price often sells out very quickly.
Our website is a live website and at a time many customers are making
reservations to obtain the lowest possible fare. As you know our all
Delta representatives, travel agents and our worldwide customers have
access to the reservation system. This results in quick disappearing of
the lowest fare and gets sold out quickly. When you were trying to book
the reservation online, there must have been only one seat available
with the lowest fare that you tried to book. Someone must have been
successfully ticketed the reservation before you could complete your
transaction. Hence, your itinerary would qualify for the next available
upper class of service or fare. We regret any inconvenience."
Sincerely, Sam Pierce. Oh, wait, we've gone over this. On the phone, yesterday. Thanks for wasting my time AGAIN.
Well, just for shits and giggles I logged back into their site at 4:55 am and found the 9:50 pm flight for $177. WTF?!?!?! Of course, I booked it so I can be on the same flight.
The fact of the matter is, I won because I got what I wanted and they won because I ended up flying Delta after I said I wouldn't. But explain to me how it is okay for an airline carrier to do this type of thing. We don't allow boutiques or restaurants or any other companies to randomly change the price mid-transaction, so why them? Imagine going to buy a gallon of milk and having her slide your credit card and before it clears going, "Oh by the way, it's now $3.89 instead of the $1.99 posted by the milk." The fact is, they do have tickets left at that price and they just arbitrarily change the rate throughout the day so that you can never know when you might be able to get a good deal.
Anyway, if you're heading to Vegas on Delta Flight 1095, look for me. I'll be the insanely drunk one muttering obscenities about Delta trying to steal my money.
2 comments:
YUR STUPID
Really...anon....and which airline do you work for? Your comment leads me to believe that your department might be something along the lines of baggage handling? lol. Erin...I'm proud of you, every one has been there, its so freaking frustrating! There are few people who get the rates they want. You made great points & I agree with your argument 100%!
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