Man, of all the stupid things I've heard recently, this is in the top ten, for sure.
A close friend is flying to the States soon. Her ticket is from here to Atlanta, where she clears customs and immigration, then on to Charlotte, NC.
Her travel plans have changed and now she wants to stay in Atlanta. We called Delta and the stubborn folks on the end of the phone insist that she has to pay $159 in order to change the ticket so that she does not continue on to Charlotte.
It is super-important to understand here that she is already off of the plane with her bag at the customs/immigration. Then she has to get her bags, check them, and go BACK on a plane to Charlotte.
What Delta is insisting is that she must PAY EXTRA in order to NOT use their services!!
Have you ever heard such a thing? And why on earth has someone at Delta decided that this is an acceptable thing to do to clients?
Here's the biggest kicker- Why not just leave the airport? It would make their records screwed up, costing time and money. It would create a problem with bording the next flight. It would mean that Delta could resell the seat. It would mean at least one and possibly two happy customers. Where in that equation does it indicate that Delta loses money?
And before anyone asks, yes, we did talk to a supervisor.
If it were me, I'd be sorely tempted to just walk away...
The most surprising part to me is that I've always been very happy with the service I get from Delta. This seems out of character for them.

Labels: travel