I received an email explaining that my flight to Tampa was no longer available for 2/18/17. I originally purchased the tickets for this flight in May.
The new flight changed our arrival time by 2 hours. I booked this earlier flight because we are leaving on a cruise out of Tampa at 4pm which requires us to arrive at least 90 minutes prior to departure. The new flight would have allowed us a little more than an hour to de-board the plane, get our luggage & get to the port. Obviously this would be cutting it way too close.
I was offered to cancel the flights...not an option with the cruise already planned. Fly in or out of another airport...also not an option since any airports are at least 1.5 hours away or to fly in the night before. Flying in the night before was an option but would require a hotel stay resulting in an additional cost. The price of the new flight coming in the night before was $197 less than what I paid back in May.
I was offered the option to cancel & rebook however I was not able to use this since I used miles for one ticket & a portion of another one. Delta was not willing to offer me any other compensation for the money I am now out for the hotel plus an additional day of parking & will have to leave work early to make a 5:55pm flight. I was willing to accept that a credit for the cost difference was not possible or a hotel voucher but the fact that I was denied something as simple as a credit in the form of frequent flyer miles so I could continue to enjoy their airlines or a seat upgrade seems to me to be unacceptable! I fly Delta for both personal travel & business & I currently have two other trips booked with Delta, one of which is international.
I realize that flight plans can change especially when flights are booked months ahead of time & usually I have accepted these changes but in this case I was unable to for a very good reason. The fact that they were unwilling to do anything for inconveniencing a loyal customer is extremely disappointing. Apologies do not go far in a case that is a "win win" for Delta & a "lose lose lose" for the customer. The response I got when I sent an email with my displeasure was as follow, "We apologize for the inconvenience to your travel plans this schedule change has caused you and your husband.
While I certainly understand the impact of this change on your plans, unfortunately, we do not offer amenities or compensation, such as hotel accommodations or upgrades. When schedule changes on a flight are necessary, we try to notify all confirmed passengers or their travel agents of the new flight information as quickly as possible. Customers whose flights have been affected have the option to be re-accommodated to another Delta flight without cost. Customers who choose not to be re-accommodated have the option of a refund if applicable.
However, Delta will not cover expenses that are a result of an advanced schedule change. Delta does not care about customers!
Product or Service Mentioned: Delta Airlines Flight.
Reason of review: Poor customer service.