So, I blasted on Twitter about the horrible experience I had with the Delta Airlines staff in JFK. So much so that I was inspired to write a letter to them, especially after their assistant tweeted me the customer service link! I thyink we need to write more letters and voice our concerns when we get sh*tty service. I don’t know about you, but my dollar counts and I refuse to be treated like crap! Check my letter below to see the fckry that occurred:
To Whom It May Concern,
On Thursday, October 7th, I arrived at the Delta terminal in JFK to check in for my flight. My flight was scheduled to depart at 3:59PM. I arrived at the airport at 2:55pm, and while being directed to the correct kiosk to use, I checked in electronically. By the time I reached the kiosk, it was 3:01pm. Upon my initial log-in, I received an error notification, which stated that I could not check my bag because “I was too late to check in”. I asked an attendant if I could bypass this notification, since I was already in the airport and just didn’t log-in to the Kiosk until 59 minutes before my flight. She harshly told me “you can’t check in your bag you’re too late” and continued to help other customers.
I decided to wait online to speak to a representative at the check-in counter. When I arrived at the counter, and explained my situation, I was met with disgustingly rude attitudes and condescending tones. I was told that I was too late and whether I was a minute or 15 minutes late, there was nothing they could or WOULD do for me! They also informed me that “the machine would not allow them to print out a tag for my luggage so they couldn’t check it in”.
I offered suggestions that I have found to be very helpful and feasible while I travelled on other airlines. I asked if my luggage could be sent on a later flight, to which I was denied. I was told that I had to travel with my luggage and the next flight wasn’t until 8pm. I could not fly that late to my destination, as I had meetings to attend at specific times. The attendant than dismissed me, saying that unless I call someone to pickup my bag, buy another carry-on to bring on the plane, take the later flight, or dump everything in my check-in bag into my carry-on, that there was nothing they could do, and told me to move to the side as she called the next customer before I could even finish a sentence.
I felt insulted, disrespected, and that my business meant nothing to your organization for many reasons.
1) To tell me that your machine would not print a ticket past a certain hour, when on other airlines that have a shorter cut-off period than Delta have printed these same tags and made the same concessions for me, is ridiculous. Especially to someone like myself who works in the IT field, auditing the same machines you use daily, displayed a lazy and unenthusiastic attempt at customer service.
2) Other airlines have printed out tickets, and even international boarding passes, at times I have arrived 5 minutes after the cutoff. Had I reached 30 or 20 minutes before takeoff I would understand. To dismiss me for being a few minutes after the cutoff, and being rude in general when I treated the entire staff with respect, was disheartening and discouraging to my flight experience
3) The different scenarios and feasible alternatives I suggested in order to get my bag to its destination were dismissed as if the requests were outrageous. In these times, customers have many different options and airlines we can fly. I didn’t complain about paying $25 for baggage check, when other airlines would offer the first bag free. Despite the many complaints I’ve heard about Delta, I chose to fly your airline to see for myself, and this experience, the inability to work with customers to get them to their destination safe and happy, and the blatant disregard for my situation and feelings is what angers me the most. I can understand if I was rude and obnoxious, but to receive the attitude and condescending tones in speech from the representatives, was uncalled for and disrespectful.
I ended up having to leave a $100+ piece of luggage at JFK, pack EVERYTHING into one small carry-on, while carrying the rest in hands. I was told to wait on a line when I already had a boarding pass printed. 10 minutes later, I realized there was no need for me to stay on this line despite what the representatives said, and made my way to security. This miscue on the reps end almost caused me to MISS this flight!
So I ended up on the airplane with an over-packed carry-on, remaining items in my hands, and a lost over $100 in luggage, all to get on my flight timely (which I almost missed due to the inept and rude customer service representatives). This was the worst experience I ever had on any airline. Period. To say that Delta has lost my business is an understatement. In the future, I will recommend against anyone flying this airline, because if your representatives at the airports don’t respect my business, than Delta doesn’t respect me either. If you don’t respect my patronage, than I’m sure American, JetBlue, United, or any other airline will treat my business respectfully.
Let me know what you think. It’s crazy how many people roast Delta on a regular basis. #NoCountryFor DELTA!!
So This AM I got a response from Delta apologizing, saying they will look into the rude bustdown that almost made me miss my flight the attendants and gave me a $50 voucher. Y’all cosign?