I have had wonderful results with Southwest Airlines. Great customer service and the flights were never a problem.
However.....Delta. Never again will Delta airlines see a penny of my money.
When my step-daughter (L) graduated college, her dad booked us first class, non-stop flights from Orlando to Ontario, California.
We arrived at the Orlando airport, checked our luggage, boarded the plane and were seated in the third of 5 rows in the first class section.
The plane departed on time.
The flight attendant began at the front of the first class area offering two meal choices.
When she finished with the row in front of us, she turned to walk away. I stopped her and asked if we were going to only have what was available or would she return to take our orders.
She replied that there was only enough food for the forward rows. The rest of us in first class could purchase
food from the business class attendant if we chose. (remember, non-stop flight of 5 hours)
About 20 minutes into the flight, the pilot announced that we were being diverted due to weather so the trip would take "a bit longer than planned".
We circled North Carolina until the plane was forced to land and sit on the tarmac, well away from the airport, due to weather and running low on fuel.
We sat on the tarmac for a while. I got up to use the restroom. The attendant who was in the galley kicked my ankle (very purposefully) and yelled at me for leaving my seat. She then shoved me into the lap of the man in the first row.
After about two hours, the fuel truck arrived, filled the tanks and the plane took off.
We landed in Atlanta in the midst of a horrendous storm. I realize that weather issues can cause massive issues for air travel so I figured we would be rebooked to arrive in California the following day.
Only the first 10 people off the plane were given vouchers for hotels. The rest of us had to first make our way to the front desks to arrange a flight out for the next day then find a hotel that had rooms available.
I arrived at the front desk of the Atlanta airport and was told that I could not rebook my flight because it was an international flight. Apparently the agents did not know there was a difference between Ontario, Canada, and Ontario, California.
Next I was told that then-husband or
I could get onto a flight at 7am (by now it was nearly 2am) to Minneapolis with a 3 hour lay-over before continuing to St. Louis with a connection to LAX the day after. The one of us who did not take that
flight would be sent (a) back to Orlando around 10am or (b) might
get a seat to California at some point within the next several days. (remember we were trying to attend L's graduation)
After several minutes of commiserating with the desk agent over the difficulty of getting seats rebooked, maintaining a calm demeanor, and being as accommodating as possible to her obvious stress, the desk agent was finally able to get both of us on a flight to Salt Lake city then on to LAX so that we could arrive at our daughter's college graduation.
Ironically, DD's bf had called while I was talking with the agent and let us know that our luggage had been delivered to their house.
I sent a hard-copy letter as well as an email to Delta to let them know how unhappy I was with their service. I recognized that air travel is weather dependent but reiterated that there was no excuse for the flight attendant's assault on me nor for not having adequate meals in stock for the limited number of first class seats nor for the fact that their own (trained and experienced) booking agents were unable to differentiate between California and Canada.
I received a reply from Delta corporate headquarters which essentially said "our attendants would never kick or shove a customer, we always have more than adequate food for our first class seats and you are lucky you ever reached your intended destination"
Worst customer service reply I ever saw.