I would like to share my utter disappointment and disgust at the treatment that my family and I received during our return journey from Orlando to Manchester via Atlanta. We arrived at Orlando airport to check in early and we were immediately told that our flight DL1058 was delayed by 14 minutes from 4.30 pm to 4.44pm but that we would still have plenty of time to make our connecting flight from Atlanta at 7.10pm. Unfortunately the delay was pushed back to 5pm but again we would still make the connection. Unfortunately after the plane arrived and passengers disembarked we were then told that boarding could not commence as there was currently no pilot for the plane and that we would be updated when there was more news. At this point my wife approached Delta representatives at the help desks and was told that we would be better waiting until we reached Atlanta before rearranging flights as our connection was most likely delayed too. We eventually had a pilot in place to start boarding at 6pm.
Once on the plane we were then prevented from leaving due to the weather in Atlanta at which point we were told that ALL planes were grounded this gave us hope that our connecting flight would be delayed and that we could still make our connection. We then spent approximately 3 hours sat on the plane, opportunities were given to leave the plane however we had to take all possessions and wouldn't be allowed back on until re-boarding took place. With two children and updates with little time between we did not want to leave the plane and fail to hear announcements about re-boarding, especially with food courts some distance away. During the 3 hours on an extremely hot plane cups of water were hastily given out which were less than half full on one occasion along with a complimentary bag of pretzels that we do not like. Not ALL passengers were offered the water in addition meaning we shared ours. Staff were rude when asked for information and were seen laughing, joking and eating at the back of the plane while my children were uncomfortable and went hungry (hardly the caring image that the in-flight video claimed).
We eventually left Orlando at 9.15pm which is 4 hours and 45 minutes late. We appreciate that you can not be held responsible for the weather condition delays, however, had a pilot been available at the same time as the plane we would have made our connection as we know planes were still landing and leaving from Atlanta. This I feel is your responsibility and one that could have been avoided, my wife is a nurse and they do not book patients into theater and take them down without a surgeon being available to complete the operation. This would be seen as incompetent. I would like to reiterate that the grounding due to weather occurred an hour after the plane was available without a pilot and so was not the reason we missed the connecting flight.
Once we arrived in Atlanta we were dismayed to find that on reaching the help desk that we were directed to there was only one Delta representative on and a large ***. After waiting for over an hour we were told that we had been re-booked on a flight for the following evening at 7.10pm. No accommodation for the night was offered and no empathy, even though our 10 year old daughter was in tears due to stomach ache (probably due to lack of food). Only upon asking about hotels were we given brief directions to the free phones and shuttle services. Even then we had problems with hotels eventually ending up at Super 8, in a room I would not wish upon those that I dislike, and costing over $80. Again I would like to stress the lack of compassion and empathy from all involved and the rude nature of Delta representatives was absolutely startling for a company that claims that it has our back. Not at any point in the whole incident did we feel that anybody at Delta had our back or even cared slightly about the plight we were in. No food vouchers were offered which was the least we would have expected to insure that we did not go hungry.
On returning to the airport on Sunday 10th August to check in for the return flight we discovered that we were all seated separately. With two young children, that are scared of flying, on a 9 hour overnight flight we had specifically booked our seats very early to ensure that we could be there for them. When we asked at the HELP desk if they could HELP. The agent couldn't even be bothered to look up from reading her Cosmo mag to look me in the face. Instead she very boredly told us we had to ask at the gate before boarding, and then continued to flick throught the pages before turning to her collegue and commented on a feature in the mag!!!! my daughter was in tears and she could not hve cared any less. Again no compassion or empathy or good customer services was evident at this desk either. As you can imagine, if you have children of your own or any empathy, 8 hours sat in an airport with children worrying about having to sit alone on the flight is not an enjoyable experience. Eventually after asking at the gate two seats were found together, however the children wanted the comfort of sitting next to an adult so one was going to have to sit alone still. We were told to ask again when we boarded the plane, another Delta representative passing the buck and doing little to help the paying customer. Once on the plane I was told by a flight attendant that they could not help by asking passengers to move and that I would have to do it myself. Therefore on a busy plane I had to ask different passengers to swap seats with me whilst my daughter was nearly in tears and frightened about the flight. This was an extremely distressing experience for all until eventually a very kind lady agreed to help me out.
We as a family feel completely let down at every interaction with Delta representatives and were infuriated by watching the in-flight introduction by CEO Richard Anderson stating that Delta have our backs. This was certainly not our experience and we could not feel more strongly that this was false advertising. I think at the very least we should be reimbursed for the hotel room and food that we had to purchase and compensated for the distress that the companies actions and attitude caused. After talking to friends and families that have flown with other airlines it would seem that Delta has some way to go in matching their caring and helpful approach to customer relations. My wife an I have spent a long time planning and saving for our holiday of a lifetime, a large part of which was spent on flights with your company, only for it to end on such a bitter note due to Delta shortcomings
Review about: Delta Airlines Flight Attendant.
Reason of review: Poor customer service.
Monetary Loss: $250.