So yesterday my mother was supposed to be flying in from Florida for a week, arriving at about 9:45 at night. I received a call from her in her connecting city as she is getting ready to deplane saying, “My flight was delayed and I just got in and my connecting flight leaves in 15 minute – I don’t think I’m going to make it”. As calmly as I could I told her to see an agent and see if she could still fly into either Green Bay or Milwaukee later in the evening and I would still come and get her (as I am a nice son!).
About a half hour later I got a call from a audibly disturbed mom saying that there were no flights and that she was going to have to stay overnight in Kentucky and that the airlines were not even willing to pay for the room, but they did give her a t-shirt and toothbrush for her inconvenience and that she would be able to fly into Green Bay at 1:30 today.
Now I am not usually critical, and I consider myself an optimist. Yet in this situation, I am simply ticked off. I mean what ever happened to customer service in the airline business? In talking with my mother, she mentioned that they knew people were going to miss flights and they had a table set up to deal with it, but they were unwilling to do anything really except for arranging new flights. She mentioned that they gave a list of hotels and basically said, it’s up to you. On the shuttle to the hotel, she mentioned that there were six others that had been treated in the same way.
How can airlines think that treating customers as non-entities is good business? I mean, if I or any of my staff treated people like that we would be out of business. Instead the airlines continue to thrive (somewhat), raise fees (even to the extent of some airlines now charging for any checked luggage). I mean, where will it end?
Sorry… I am just a bit steamed by the lack of customer service that Delta provided and a bid sad that my mom will miss out now on a day with her family.
What are your thoughts?