Richard H. Anderson, CEO
Delta Airlines
Hartsfield Atlanta International Airport
1030 Delta Blvd
Atlanta, Georgia, 30354
Mr. Anderson:
Flight DL31 was scheduled to leave JFK at 4:00 pm from Gate 26. Passengers re-assembled at Gate 21 after a gate change and boarded a bit behind schedule but everything seemed to be moving along as normal. Once aboard the plane, however, we waited in sweltering heat before passengers were told that there was an issue with the landing gear and that we would have to disembark. We were assured it would be a quick fix and we would be on our way soon.
In an effort to appease the passengers, we were given $6.00 meal vouchers, though a large number of passengers found their vouchers did not print off from the machine to which we were directed.
At approximately 5:45 pm we re-boarded the plane. We started driving - then stopped again. We were told that the weather did not permit us to fly but that plenty of planes were taking off and we would just have to wait and see. Then we were told that the weather issue had passed and we’d be on our way. We started to head towards the taxi way and were assured that we would soon be leaving, that we were nearly first in the queue, when an announcement suddenly told us that due to heavy air traffic we would have to wait and see if we could go on to what appeared to be another zone or runway. We sat and waited with no air conditioning until a further announcement stated that due to FAA regulations we would have to return to the gate since the 3 hour mark was fast approaching.
After disembarkation we were told that there was an issue with the air conditioning on board and until it was fixed we could not get back on the plane. We were told that the maintenance crew had until 2am to undertake necessary repairs. Then and only then would the flight be cancelled if the crew could not succeed. At about 9:30 pm we got back on the plane only to be told that due to weather conditions we must get back off and wait until 1am where there would be a chance we could fly out if weather conditions improved. If not then and only then would the flight be canceled.
At 12am or so after we were assured that the flight would be taking off at 1am the board changed to 5:30am. No one from Delta came to talk to us or give us an explanation; it simply changed on the board. When a complaint was put in at gate 11 we were told an agent would come to talk to us in the next few minutes. That never happened.
The night went on slowly and uncomfortably and at some point some low-level Delta employee showed up offering hotels to people who did not want to wait until 5:30am but assured us that we would be leaving at 5:30.
At 5am or so, just after this Delta representative left, the board changed again and stated takeoff time of 9:30am.
No good answers or alternatives have been offered to us throughout this process. Offering hotels to stay in rather than on hard floors only came after many complaints. Blankets were only provided after they were requested and they were limited in number. Compensation, or supposed compensation was offered in the form of a $50 voucher good for future flights with Delta. This was only learned by waiting on line in gate 11 for over and hour. Who wants to fly with a company that treats its customers this way? This is not acceptable and, as a high profile airline advertising the comfort and efficiency of your services, you are also expected to act responsibly, offer passengers adequate comfort, information, respect and alternative options in time of distress. The passengers of DL31 not only deserve your respect but they deserve their time and money back. Business-class upgrades and round-trip tickets for all passengers who endured this disaster caused by mechanical issues on your plane should, as a minimum demonstration of apology.
Section 2
Once we left the plane for the third time we were told that we would actually fly out at 1am. It is now past 12:30 am and while we were told that the flight would be canceled if the weather continues to create disruptions, we were just informed that due to a lack of captain and crew we will not leave until 5:30 am. This announcement was not made with the courtesy of an agent coming down to the gate to tell us in person. We simply realized these arrangements had been agreed when someone noticed the re-scheduling on the screen.
I am now sitting by the gate now for the first time since we have left the plane for the third time. I was told for more information that I must go to gate 11 rather than at our current position at Gate 5. I went to Gate 11 and called the “Need Help” phone. I waited for a supervisor before eventually being told to deal with someone in the airport. What then is the purpose of the phones being there? I should also mention that Gate 5 is not well air-conditioned and I am sitting here in a pool of my own sweat.
After the phone call, I got on a line for what might widely be considered a sorry excuse for a customer service desk. I spent about an hour on that line and then when I got to the head of the line I was offered a less than genuine apology and a $50 voucher for a future flight. My flight was almost $700. My time is worth much more than that. The lack of decency and lack of follow up of the staff is unbelievable.
I spoke with Sharon who referred me to Melissa. Melissa apparently was the top dog for Delta. She spoke in circles and had nothing of value to say. She argued with me about how the delay was weather until another supervisor who had been there for awhile corrected her. Then again she offered me the $50 voucher and assured me we’d fly at 1am unless weather conditions did not improve. Now it is 1:05am and we are not in the air because apparently there is no crew. This has nothing to do with the weather. Also this is the first time someone has come to our gate. They gave a lovely PR-training-oriented speech about how genuinely sorry they are and how they cannot help us and that there is no one to accept responsibility for this lack of /misinformation the past few hours.
Once again I will say that this is completely unacceptable. Having a full plane of people with no air conditioning and barely any food.
Part 3
It is now 6:00 am and I am still sitting in at Gate 5. Passengers are outraged. Many have opted to change their flights or leave the airport in search of sleep in a hotel. We have been lied to repeatedly.
The latest news is that we will be flying out at 9:30 am. I wish I could say I believed that this will happen but after all the lies, misinformation and ignorance of the employees none of us continue to have faith in your services. Staff have repeatedly failed to accept responsibility for the management of this situation and tell us they are unable to give any further answers. Supervisors are not answering their telephones and low level staff are unable to advise us further.
At 4:45 am, when the new shift of ticket agent showed up, we were informed of the move of our flight from 5:30 am to 9:30 am. We were told a supervisor would come to address us. When we asked when we were told that they would be here within 15-20 minutes. As I mentioned at the beginning of Part 3, it is now 6:00 am. A supervisor has not shown up.
Why does it take the ticket agent here literally 45 minutes to book a hotel for one customer? Why is there no one in charge here? Why does no one have any information for us? Why are the parents of this child still waiting for the stroller, diapers and essential baby “gear” they were promised from the plane after 7 hours?
I figured now would be a good time to say the few good things about this situation. We did receive pillows and blankets for the majority of the passengers. We did receive some sort of snack. We did receive additional food vouchers. That is all.
Yet a passenger happened to notice a door ajar at our gate stocking dozens of fold out cots. Passengers have now taken action and themselves laid out for older people, families with children and others who are exhausted. Why was this information not made available to the mass of people lying on the concrete floor?
Passengers were instructed to review boarding passes and assured that all had been booked onto alternative later flights in the event that DL31 did not in fact depart. However upon specifically requesting details of bookings, a dozen were told minutes later that their bookings were in fact made the previous day and were no longer valid and that no seats were in fact available at all.
It is now 9:40am and we are sitting on the plane yet again. The captain has been going on and off the plane for the past 40 minutes and once all the passengers were aboard (about 20 minutes ago) he announced that we must wait another half hour. The reason being that we must wait for new food supplies to be brought to the plane. Why this was not taken care of beforehand I do not know. Why it is taking forever I do not know. Why do we need new food? Again I do not know.
It is now 9:50 and an announcement has just been made that we are not only waiting on the food. We are actually waiting on the food “and other reasons”. Just further proving the disorganization of Delta’s staff. Now to make it worse one of the flight attendant just told me in confidence that the wait for the food will be more like 4-5 hours than another 4-5 minutes.
Chaos, Confusion, and all around poor planning is the steering wheel of this ship. I assume based on this new information we will not be in the air for another hour or two.
It is now 11:30am and we have just taken off. On our second round on the plane we were promised complimentary cable and wi-fi service but when I just inquired about the service I was told that this could not be provided. This is just another piece of misinformation provided by the Delta staff. Not only did I lose two days of my time but I also have to pay to do my work that I missed because of Delta’s poor planning and inability to follow through on its word.
While I have not landed yet, I can already foresee the issue with getting the car service voucher when I land. I do not look forward to the conversation I will have with yet another powerless Delta employee. Michelle, who claimed to be the head supervisor for Delta in JFK assured me that it would be no hassle at all. I guess I’ll just have to wait and see.
At this point I will add some more compliments. The staff aboard this flight so far has been quite wonderful. Service was pleasant and courteous. Susan was empathetic, cheerful and reassuring. She was there at the beginning and it is clear that she understood the passengers’ predicament.
And now back to horrible experience part 4. As mentioned earlier, Supervisor Melissa had assured me when I land Delta would supply a voucher for my cab home. When I asked her to provide it at that moment she said in a very harsh tone that I would be accommodated upon arrival. I insisted on something in writing then but she refused. On the plane passengers were assured a supervisor to discuss our compensation and ground transportation would receive us. This of course did not happen. I stopped at another des and was told to go to baggage and they would handle it. At baggage I spoke with Peter Lee who was rude and unhelpful. When other passengers of DL31 came and inquired he started ranting and raving so we left and I went to the ticket counter upstairs. I spoke to an agent and asked for a supervisor. She came back and told me it would be a few minutes. 20 minutes later Irene sauntered over. When I explained the situation she simply said she could not help me. When I asked why she did not have an answer except “well there is nothing in the notes”. Again I ask, where is the accountability. One supervisor says one thing and does not make a note of it. The next supervisor brushes me off because of the lack of notes. Where is the customer service? If one of my employees made a statement to a customer, even if incorrect I would do my best to accommodate the customer. I would look into the matter at least. I would not just tell the customer tough luck.
The hits just keep on coming. When I try to get in contact with anyone above a supervisor I am blocked. I am to to call the corporate number and when I do I am told to call the corporate number. No one seems to know anything here. No one in the company has an email, phone number or mailing address for the CEO, President, or any of the Delta “leadership”. Could this be a mistake? Could the evasive and elusive behaviour be on accident? Or could it simply be the way Delta avoids dealing with any of the issues their customers face. I imagine most of my fellow passengers have given up on trying to get any compensation because of this twisted system.
I will once again state the point of this letter.
- To alert you to the fact that the standards of management of your flight are appallingly poor;
- To alert you to the fact that staff has systematically lied to passengers, supervisors have hidden behind low-level staff and shown no respect for passengers; The staff did not seem to know what was going on and therefore the passengers were left in confusion and outrage.
- To request a full explanation from yourselves for management failures, failures to take responsibility for your services and deliver promised services;
- To alert you of the incompetence of the staff you have working for you;
- To request that compensation for all passengers of this flight in the form of a free, first class flight to anywhere Delta flies, to use at their convenience.
- To request complimentary Delta Skyclub membership for every passenger
- To request compensation for the ground transportation that we were promised.
- To request a formal phone call of apology to each passenger from someone in your organization that is higher up the ladder.
Note: As the past few days have gone by passengers of this flight have been offered assorted compensation. Every passenger of this flight deserves the same compensation. There is no reason for playing games.
Breakdown of flight DL31:
- 2:00pm Arrival at JFK
- 3:20pm Scheduled boarding time
- 4:00pm Scheduled departure tim
e
- 4:15pm Departure from plane due to mechanical issues with landing gear
- 5:30pm Boarding round 2
- 5:45pm Scheduled departure round 2
- 9:00pm Departure from plane round 2 due to FAA timeout
- 9:30pm Boarding round 3
- 10:00pm Departure from plane round 3 due to A/C malfunctioning (which it was not functioning the last flights either) and apparently crew timeout
- 1:00am Scheduled departure round 4
- 5:30 Scheduled departure round 5
- 10:00PM-9:15am Sitting at Gate 5
- 9:30 Scheduled departure round 6
- 11:20 Actual take off
Sincerely,
The Passengers of Delta Flight DL31, 15-July-2012
