I'm having an issue with Delta airlines, detailed here. That previous blog also quotes the two responses I've gotten from Delta so far.
The problem in summary:
Months ago, my husband and I booked Delta flights for a vacation to Germany, flying from Portland, Oregon through Amsterdam, on Oct. 6, and flying home on Oct. 20.
Weeks ago, I was offered a two-month post with a very large international humanitarian agency in Kyiv, Ukraine to support its critical humanitarian relief efforts - and I am here now. My flights here to Ukraine, more than 20 hours, were via Delta and its partner carriers. I am booked to fly back to Portland Oregon, through Amsterdam, on Oct. 3.
The logical thing is for me to stop in Amsterdam on Oct. 3, as booked, but then not fly back to the USA, and just over two days later, get back on a plane and fly back to Europe - but to still get to use my already-booked and paid for flight on Oct. 20.
I'm trying again to explain to Delta what decent customer service looks like. Below is my latest email to them, sent just minutes ago to Kitty Whynn of Delta's Online Customer Support Desk:
Not only is flying more than 24 hours in less than 3 days completely unnecessary, not only is this inconvenient to do to a person, it's cruel and, potentially, deadly: long amounts of time sitting can lead to deep vein thrombosis, which can further lead to a pulmonary embolism, a potentially life-threatening complication caused by the detachment of a clot that travels to the lungs. Long flights can lead to this condition and cause death, as noted here: http://www.telegraph.co.uk/travel/travelnews/7906154/DVT-death-highlights-threat-to-travellers.html
Surely Delta cares about its customers, and
- would never want to endanger their lives
- realizes that forcing someone to fly more than 24 hours, completely unnecessarily, does not benefit the company and does not benefit the customer
- understands that policies need to sometimes have exceptions for the health and safety of its customers: if the Captain turns the seatbelt sign on in a flight, but someone on the flight starts having health problems while that sign is on, people are going to violate that policy and help that person by standing up, despite the policy that everyone should remain seated because the seatbelt sign on. No one is going to start yelling, "Stop helping that person, our policy is that you have to stay seated now!"
- understands that an exception to this policy of forcing people to fly on any ticket booked, in my particular and very exceptional case, is good for the company, good for the customer, and will not cost it any money at all whatsoever for Delta.
Please respond to this email promptly and let me know ONE of the following; any one of the following answers is what is appropriate in this situation:
- that Delta has realized there's no logical, sensible reason to force me to fly unnecessarily for more than 24 hours, that sometimes policies do have exceptions, and that Delta will let me stay in Amsterdam on Oct. 3 and make my own arrangements, at my own expense, to get to my destination in Germany on Oct. 3 from Amsterdam, and then will allow me fly on my already booked and paid for ticket on Oct. 20 back to the USA, and that this arrangement will in no way affect the tickets to and from Germany booked by my husband.
- that Delta is required by law to have me on the flights from Portland to Amsterdam on Oct. 6 and from Europe to Portland on Oct. 20 (please note the law by name and where I can find reference online), but because you are worried about my health, that you have upgraded me and my husband to first class for the flights on Oct. 6 and Oct. 20, because the health of your passengers is of vital importance to you, and you are mortified that I am being forced to fly more than 24 hours in just three days, completely unnecessarily, and are doing it only because you are legally required to do so.
- that forcing me to fly from Amsterdam to Portland on Oct. 3, then to fly from Portland back to Amsterdam on Oct. 6, benefits Delta, and please explicitly detail those benefits to your company in forcing me to fly more than 24 hours unnecessarily. I want a full, detailed explanation of why this will be good for Delta to have me on those flights - not just a "it's our policy" reply. I want to be able to tell the world exactly how forcing me to fly unnecessarily for more than 24 hours in less than 3 days is good for Delta, and I'm sure you will want to help me do that, if that is, indeed the case.
I am so looking forward to hearing from you.