As David mentions in his triple card churning post, I had an error on my planned ski trip back to Oregon. To make a long story short, I had to change dates on my trip, so I got credit on Delta (along with a $150 change fee—ouch) to reissue my next flight. When I tried to reissue my ticket the agent tried to charge me a $25 phone booking fee. She did not believe that the policy for reissuing tickets waives that fee, and told me to book it online.
So I proceeded to buy my ticket on Delta.com, and for some reason, my credit did not go through but my card got charged for the whole flight. I wrote an email complaint to Delta, and received their response just a week later.
Their letter read something along the lines of:
"You are correct about no phone fee for reissuing flights. We are very sorry for the misunderstanding and taking your valuable time to book the tickets. As a gesture to your loyalty, we have deposited 3,500 miles into your account."
I love good customer service, especially when they show appreciation for the customers.
And then there are others...
This experience completely outshines my US airways situation last year. I had to reschedule a flight (yes... I sometimes suck at planning) and the agent told me I would get a full refund on my round-trip ticket without a change fee, which is surprising since there usually is a change fee involved.
But I never received my round-trip refund.
After emailing their customer service, I actually received a phone call from them. The new agent said, "Sorry, but we have no records of an agent saying what you claim. We cannot help you further."
I may be over the top but I felt like I was just called a liar and I was !$#@ out of luck. I was given no compensation at all, not even miles!
Needless to say I have been avoiding US airways at all costs, even if its substantially cheaper on routes I'm looking for. I will also be remembering Delta for their better customer service. I'm becoming a sucker for these kind of things.
That experience makes me even more sad at the American Airlines-US airways merge that is about to happen.
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