Delta defines a two-stop flight as a one-stop flight

Airline: Delta Airlines
Date: May 2013
Location: Toronto, ON (YYZ)
Flight: DL268

Here is my story with Delta Airlines: In May 2013 I bought an e-ticket online, which says one-stop flight on the route Toronto (YYZ)- Atlanta (ATL) - Tel-Aviv (TLV). The first flight YYZ-ATL was delayed for three hours and I almost lost my connection for the next flight, but this next flight was not to Tel Aviv, it was back north in US to New York (JFK)! Then I was sitting for more than six hours before next flight with no food and I had to pass through all the security checking procedures again.

So in total I was "on the road" for more than 30 hours and it was very hard flight because of the wrong information provided by Delta Airlines. When I complained to Delta about this was actually a two-stop flights (with the same flight number between ATL-JFK and JFK-TLV!) and asked for any compensation - they just said "we're really sorry, but it's called a one-stop flight with "equipment change in JFK."

I'm a business client for many companies in the world and for the first time in my life I had wrong information and bad service from a famous airline company.

Thank you, - Alexander

Not happy with Spirit Airlines and their inconsistent flight schedules baggage scales

Date: 19 June 2013
Airline: Spirit
Flight: 212
Location: Ft. Lauderdale, FL to St. Thomas, VI

We were booked to go to St. Thomas on 6/19/13, our flight was to leave at 12:25pm. We left at 4:30pm because they decided to "swap out the plane." So we had to wait until the plane they wanted to swap for our scheduled plane arrived from Atlanta.

While waiting for our flight I observed a Spirit flight to NY cancelled, then re-established, then delayed. Nearly all departing Spirit flights were delayed that afternoon, and there were multiple gate changes. Our return trip was the same, instead of leaving St. Thomas at 4pm, we left about 5:20 because the arriving plane from Tampa was "late." This was after the desk clerk asked me if I would be willing to fly to Miami instead of Ft. Lauderdale. When I asked why, she said that the plane we were scheduled to leave on was late and there were adverse winds.

Well I guess nobody was willing to fly to Miami because our plane was nearly full. I have never seen an airline run in such a haphazard fashion. It appears that everyone is confused, and that changes are instituted at whim, not to mention the fees. Leaving I had to pay extra because my bag was over 40 lbs It was 42 lbs. Upon my return the same bag weighed 6 lbs more after we had purposely taken things out of it. Who says their scales are correct? All this to sit on a plane with approximately 6 inches of room between my 5'4" legs and the seat in front of me, unless of course, I was willing to shell out an extra $50 for a regular seat. This airline is unacceptable.

Mystery date change with Singapore Air

Two tickets were purchased and confirmed on 24 November 2011 to fly from Houston to Moscow for 30 April 2012. On Saturday 31 March 2012, I received a phone call from Singapore Air stating that we could not fly on the date of the purchased ticket and had to change the date of departure.

Initially offered an earlier date, I argued against that change since our visas would not allow us into the country for that arrival date.  Then I was told we would have to go either on the 1st or 2nd of May 2012 and settled on 1 May 2012. The tickets were reissued that day with the same ticket numbers and the date of purchase (not change) was backdated to the original purchase date.

When queried about the reason for this change I was not told nor was I told when I called the airline nor was my complaint ever answered by Singapore Air. I would still like us to leave on the original date and return on the original date (22 Jun 2012). To arbitrarily change a date for a purchased ticket without any reason and tell they cannot go on that date is the height of airline arrogance. Although this is the only complaint having used Singapore several times before, this one seems to be serious.

-Jimmy

Delta changes departure airport but does not tell passenger

Date: October 24, 2011
Location: New York (JFK and Newark)
Airline: Delta

I am writing to file an official complaint for the failure of Delta Airlines to get me on the flight I purchased from JFK to Bonaire Island on October 15, 2011. I have been credited $359 as a result of not being informed of the airport change to Newark from JFK and I appreciate that gesture even though there is a $150 reissuance fee and it was the fault of Delta.

The $359 covers the flight your staff caused me to miss, however, I incurred several expenses as well as 24 hours of missed vacation time due to the incompetence of three Delta agents who had unbelievably surrey attitudes towards me. Below is a recount of the horrific customer experience at Delta and the expenses I incurred as a result of the failed flight.

I fully expect to be reimbursed for the amount below as they were direct out of pocket expenses. I will never be able to recapture the lost 24 hours in Bonaire, but I completely expect to be reimbursed for the out of pocket expenses.  I plan to escalate this complaint until I receive
full reimbursement for the disastrous experience with Delta.

July 28, 2011
- Purchased one way flight from JFK – Bonaire via Atlanta for $359
- Delta flight 1743 JFK – Atlanta 6:25am – 9:45 am
- Delta flight 663 Atlanta – Bonaire 9.45am – 2:45pm

August 8, 2011
Received an email from Expedia that my flight departure had been changed and called into customer service to verify. Made note of the time change for departure.

October 15, 2011
Arrived for flight at 5am and spent 15 minutes with curbside attendant before he told me I had to go inside and that there was no record of my flight.  Found first agent inside at 5.15 and she told me that I was booked out of Newark despite my printed itinerary reflecting JFK. She spent another 15 minutes trying to figure things out before she sent me to the head Agent (Shane) who said "We were killing him with all of these issues so early in the morning".

He told me I was too late to get on the 6:25 am flight. I pleaded and begged as all of the signs posted said 60 minutes prior to flight would ensure getting on board. I was well within that time frame when I got to Shane and there were no lines in security. He let other agents interrupt him and worked on their issues despite the fact that there was a 6:25 am flight leaving to Atlanta out of JFK that he could have placed me on in plenty of time.

He sent me to a female agent who said there was no way to make the flight and that she was getting off duty. She disappeared with my entire travel itinerary and no one could find it at the airport.  With tears running down my face and feeling defeated, I went outside to use my iPhone and rebook another flight after your staff said, "Sorry, you were too late."

It was really an awful experience. I then had to book a new flight that took 13 hours and cost $1,396 for a one-way flight to Bonaire departing out of JFK at 11.55pm on October 15th (17 hours after my original flight time) as this was the cheapest and quickest flight down to a 7 day pre-booked vacation package.  Not to mention, I had to fly all the way down to Ecuador and then back up to Bonaire.

Knowing that flights to Bonaire are so limited your staff should have called down to the gate to let them know I was coming at 5:20 am (65 minutes prior to departure). They could have cared less that I was going to miss the first 24 hours of my vacation and incur several hundred dollars beyond what I'd already spent on the first failed flight.

Expenses incurred as a result of the failed flight
- One-way airfare JFK – Bonaire $1,276.30
- Cab back to NYC at 7am - $58.30
- Cab back to airport 14 hours later - $60.00
- Lunch - $22.00
- Dinner - $66.53
- One night lost hotel cost in Bonaire -  $168.32
- Total amount: $1,651.45

If we can resolve this disaster, I fully plan on flying Delta again in the future. I am a reasonable person and will chalk it up to poor personnel decisions so long as Delta recognizes and takes accountability for the expensive and poor customer experience I endured and reimburses me in full for the unnecessary expenditure and missed 24 hours of vacation time. If not, I fully plan to file a complaint with every organization possible and write multiple poor reviews on every web  site I can find. There are options for air travel and Delta performed poorly against KLM and the other international carriers.

-Jill










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