August 8, 2010
Dear Delta Air Lines Customer Care,
On August 4, 2010, I was scheduled to fly from Tri-Cities, through Atlanta, to Daytona Beach. I arrived at 10:00 am for my 11:17 am flight, DL 5462. I passed through security and 15 minutes later, I received an e-mail and telephone update that my flight was delayed and I had been re-accommodated. There was no gate agent past security to assist me and the other customers, so I had to call Delta to obtain a seat assignment, and my boyfriend waiting for me in Atlanta had to “re-check me in,” so that the system would put me in the upgrade queue. I also contacted @DeltaAssist via Twitter for re-confirmation of my new flight and to find out that the delay was mechanical. For nearly two hours, Delta-Mesaba did not provide a gate agent, nor were any announcements made about the delay until 11:53 am, 36 minutes AFTER the original departure time, when a gate agent arrived to deplane and board a flight from/to Detroit. At that time, she announced that the inbound plane from Atlanta was due in at 12:10 pm. That was it. At the time she arrived, she was not immediately busy, so I asked her if she would print my new connecting flight boarding pass and she refused, saying, “It would mess up my itinerary.”
I thought that not providing timely announcements, nor the reason for the delay, nor a gate agent to assist, was in violation of Delta’s Contract of Carriage. The mechanical delay did result in me misconnecting in Atlanta and arriving in Daytona Beach three hours after my originally scheduled arrival. I was very disappointed in the lack of information, assistance, and the poor attitude of the gate agent, once she did arrive the gate area. I hope that Delta will retrain the personnel at Tri-Cities, so that they perform in a more proactive, customer-friendly manner, in accordance with Delta’s Contract of Carriage.