On September 6th we were scheduled on flight 0931 departing from La Vegas to Atlanta, with Tampa, FL as our final destination.
We arrived at McCarran Airport around 10:00 PM and were at the gate at 10:30 PM. I approached the woman behind the counter (Denise), handed her the boarding passes for my family and me and asked her if she could give us our seat assignments. She told me that I needed to wait for another person (Robin). We waited for about 20 minutes, then went back to volunteer my bags to go into the airplane, due to the flight was full, again I asked Denise about getting the boarding passes, and I was told again to wait.
The third time I asked why I hadn’t gotten my seat assignments, she told me that my seats were already assigned and that I don't need to worry. When we were getting on to the plane and they scanned the boarding passes, my seats were not assigned. When the flight attendant printed all four seat assignments, all of our seats were separated. My concern was that we were traveling with our son, who was celebrating his 10th birthday, and I didn’t him to be alone, sitting next to a stranger. I asked if we could at least have my son and wife together.
A woman named Kimberly said she was the supervisor and reassigned our seats for us. When we were about to sit down, we found a family of 5 in the seats that she had assigned for us, therefore we didn't have seats. We were waiting for a solution to the airline’s mistake when we were told that we had to leave the plane and take another flight because we were delaying the plane departure.
We were removed from the plane. Of course I wasn't happy about it and I questioned why I've been penalized for Denise’s mistake—she was clearly neglecting me to obtain my boarding pass since the very beginning and now we have to wait for another flight?
At this point Kimberly became very aggressive and told me in a bad manner that now she won't re-book my flight and that I have to fly with another airline. She threatened to call the police and have me and my family removed from the premises, and I told her to go ahead since we had done nothing wrong. She did not call them, instead she left and I waited for her to arrive with the police, which she didn't do. After 15 minutes of waiting I went to the front desk and asked Robin if I needed to book my flight with another airline. She told me that she was taking care of the situation, even though Kimberly had said she wasn’t going to deal with it.
Eventually, we were assigned to the next flight to Minneapolis which will departed an hour later, with our connection flight being at 9:12 AM, a nearly five-hour layover. We arrived in Tampa at 2 pm, and my wife, daughter, and I all had to miss work that day.
I'm writing because I'm demanding an apology for the way we were treated. It was clear that Kimberly didn't like the fact we are Hispanic when she said to us: "That's what happen when we had to deal with people like you.”
The mistreatment, the delay, the shame to be asked to leave a plane without a reason, the crying of my son on his birthday because he was scared, the threat with the police, the condescending language, the sarcasm used against me and my family was all done by Kimberly, who was apparently the supervisor at the airport, are sufficient reason for this complaint.
Product or Service Mentioned: Delta Airlines Customer Care.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
Delta Airlines Cons: Lack of empathy.