Dear Delta, your customer representative Ryan Davis in Salt Lake City is not an asset to you.
Upon finding out my children were turned away from their flight for not having a chaperone, which was not even an option when I booked their flights, I called your office. It took me three hours to get a hold of someone, and I was handed to Ryan, who proceeded to tell me my children missed their flight.
When I said, no, they were at the gate speaking to my mother on the phone when they were turned away from their flight, Ryan then told me they can’t fly without a chaperone. When I told her that my daughter offered to pay the chaperone fee of $150 out of her own pocket, she interrupted me and said they don’t put children on the last available flight out. News to me.
I asked her why I was not notified of ANY of these policies when I booked my flights – a month and a half ago. She said – rudely – that Delta can’t comb through every passenger’s details and notify people when they aren’t eligible to fly. Wow.
I asked Ryan, so you feel it’s smarter to let my children stay alone in a hotel room in Los Angeles than put them on a two-hour flight to Phoenix where their grandmother is waiting for them? She said, rudely and over me, they aren’t alone. YES, THEY ARE! I am talking to them now – FINALLY, after nearly four hours of not knowing where they were, who they were with or where they were staying! She sarcastically added, “Well, I don’t feel it’s smart to let your 12- and 13-year-old children fly by themselves.” Really? That’s the best you have, Ryan?
Ryan proceeded to cut me off at every sentence and talk over me with every question I asked. Not a single, “I’m sorry.” Not one ounce of trying to understand where I am coming from as a mother.
I was not rude to this woman when I first got on the phone with her. I simply told her that I was a bit frustrated and would like a few answers.
Yes, I was raising my voice by the time I hung up.
I asked for her supervisor, and she said she didn’t have one. I find it hard to believe that I was talking to the top of the line for Delta Airlines, but that’s exactly what she said, “Yep. I’m it. I’m the top of the line.” I’m sorry if that’s the best you have, Delta. Pathetic.
I tried to book a chaperone when I booked my children’s tickets. It was not an option. The Web site said they are too old for a chaperone. I paid adult ticket prices because apparently, at ages 12 and 13, they are adults. Although I would have preferred them to fly with a chaperone, or at least a guide to the gates, they have traveled extensively, so I felt they are wise enough to navigate an airport. Had I not, I would not have let them fly alone. They made it from Thailand to China to Los Angeles without a hitch, but being ushered out of the airport to stay in a hotel by themselves in LA was more than a bit of a shock to me. Not OK, Delta. Not OK. You tried to blame this on China Southern Airlines, which is the airline on which they arrived in the U.S., but China Southern did its job. I was aware of their policies. It was your airline that took the booking and then turned my children away.
Now my 13-year-old daughter is being asked to pay $150 cash out of her pocket for a chaperone she not only doesn’t need but will never use!
I was not notified of any of this. Ryan said they had no information on me. Really? Because I booked these tickets for my children. I received confirmation for the $1,200 I spent. I’m pretty sure you at least had my e-mail address, and a heads up about your policies would have been helpful. If you can’t let children fly without a chaperone or fly on the last available flight out, then when a ticket is booked for children without a chaperone on the last available flight out, a parent should be notified.
Ryan Davis should not be in your customer service department. A lack of empathy for a mother who can’t locate her children halfway around the world is not a wise attitude. She is lazy and incompetent, and there is absolutely no excuse for that behavior in any industry.
Thanks, Delta, for not replying to any of my emails, Facebook posts or Tweets, which were many, for giving me a phone number that no one answered and for scaring the crap out of me and my girls.
Your policies and responsiveness to your customers are right up there with Ryan’s charm.