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“customer disservice with a side of malice”

Written on: 04/04/2013 by NeverFlyingDeltaAgain (1 review written)

My family and I have been skymiles card holders for over 25 years. The way I’ve been treated over the past week is appalling, disturbing, and unethical.
I booked two tickets with my miles, for me and my toddler, a separate ticket for my wife on her skymiles account, and a fourth ticket for my grandmother on my skymiles account so that I could get the miles. I entered all her passenger information.
The night before the flight, I received courtesy emails inviting me to check in. I checked in, but couldn’t find my grandmother’s reservation. After looking over the tickets carefully, I realized the computer system must have overridden the information I placed for my grandmother’s ticket, and replaced it with my profile information on my skymiles account. So I now had two tickets under my name.
I called customer service and a lady named [name removed] from the reservations department transferred me to her supervisor, who was a guy named [name removed]. (He said his last name was Matthews.) He refused to help me at all. I ask the Delta complaints department to listen to the transcript or recording of that phone call, because the things [name removed] said to me and my wife were disgraceful and shameful.
He said the only thing he could do was to issue a refund on the second ticket that I bought in January at $106, and I could purchase another ticket at today’s price of $314. I refused. I had the ticket, it was a reasonable mistake which most likely was caused by a computer override, all I asked him to do was check the record and find out where all the information I entered for my grandmother went. I told him she was in her upper 80’s and it was very hard for her to walk without us assisting her. He refused again and again. When I asked to speak to a supervisor or someone else, he said no. I then said forget about it, hoping to find a decent delta employee the next day at the airport. As long as I had two tickets, I should be able to demonstrate the reasonable mistake and get my grandmother on the flight.
The next day, at LaGuardia, I was helped by two very compassionate women, Laureen Obrien, and her supervisor, [name removed]. They couldn’t believe what happened and logged on to the system, only to find that [name removed] took the liberty of cancelling my grandmother’s ticket, without our approval. Both my family and the delta staff at the airport were astounded by [name removed]’s unilateral actions, clearly done through malice. Why would he do that? I can think of a bunch of different tort and criminal causes of action, [name removed] subjected Delta to in cancelling our ticket. [name removed] said that there is nothing she could do now that I do not have a ticket. She recommended I buy a new ticket for my grandmother at the $314 price, and send a complaint to recover the money.
Later, when I got home, I checked my American express card to see all the new charges and found that no refund had been issued! My ticket was merely cancelled! Theft? Larceny by Trick? Embezzlement?

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