For poor communication skills. See, Delta and I have never had a very strong relationship. I’m more of a US Airways kind of girl and when it’s possible, I’ll always choose JetBlue. However, I needed Delta recently for a trip to DC. When I arrived on Friday morning at the aiport, I discovered that they had cancelled the flight - BUT, they had automatically placed all of us on a US Airways (cause they rock) flight leaving 15 minutes later. Excellent. Score one point for Delta.
On the way back to Boston, I arrived at the airport and everything seemed a go for the 1pm flight. We were just about to board when they told everyone there would be a delay. Apparently a big storm was heading through and they would update us at 2pm. Storm came and went and they made no annoucement at 2pm. Various rumors were spreading through the gate - other airports were shut down, some flights were taking off, our plane was here and ready to go - but there was no official word from Delta. There was, what we thought to be, a Customer Service desk, but everyone working their claimed they could give us no information. Or book us another flight. Or basically help us in any way. They told us to go visit our gate agent (who had been MIA since her original annoucement that our flight was delayed) or call the Delta Customer Service number. What these people were doing, what their job is, I have no idea. I still don’t.
There were basically no gate agents at any gate. There were Delta agents walking around, but they all claimed to 1) not know anything and 2) not be able to help us. It was really frustrating. You could see the irritation in people’s eyes, voices, actions. Delta was dropping the ball, big time.
They told us they would update us at 3, and when that time came and went with no word, I sought out a worker and told them they we needed an update or they were going to have a angry group of travelers on their hands. So the woman said she would track down “our gate agent” to make the official annoucement that she herself could have made easily. It was truly the worst breakdown in communcation I’ve seen in a company in a long time. Completely useless employees walking around, unable to offer any assistance or keep their word.
That’s really what it came down to, for us. We understood that we might not be able to depart, storms were headed up the coast, but we needed them to stand behind their promise and just keep us informed. If you tell us that you will update us every hour, do it! Even if it’s just to say you have no news and we can’t take off. Leaving us standing around, waiting on some invisible agent to speak, is unprofessional and rude. No wonder no one wants to fly these days.
I finally made it out of DC, but only becaused I called Customer Service and was able to rebook my flight. The 7:10 flight finally took off around 8:45. I felt bad for the people that went upstairs to rebook their flights, as suggested by the fake Customer Service people at the desk that serves no purpose, because none of them were able to get a ticket for that evening.
That was the other thing; they made people leave the gate, go back upstairs to the ticketing area, and get new flights. Then they had to go through Security all over again and there was a HUGE backup there because of it. Honestly, worst system I can think of.