Delta is a Mess

If you're looking for a hassle-free flight, do not book with Delta.

Our recent round-trip flight from Boston to Fort Myers, Fla., was fraught with missteps, incompetence and poor customer service.

We had enjoyed flying Delta's Song in the past because it offered a direct flight and personal TVs. With a 7-month-old baby, both of these features were especially appealing. But after our recent experience, we will never fly Delta again.

To quote Pete Townshend, "The Song is over."

Here's the deal:

Delta had no record of our New Year's Day return reservation in the e-ticket kiosk, so we had to wait in a lengthy line to get our boarding passes.

Then Delta kept postponing our flight, forcing us to wait several hours (remember, we're traveling with an infant). As it turned out, our flight never existed. We were merged with a later flight and told that we may not be able to have seats together.

After a few hours of waiting, the Delta rep made an announcement that it might not be a bad idea to rebook our flight because they couldn't guarantee a departure time. Problem was, all flights for the next day were booked.

This was difficult for us traveling with an infant, who is very ornery about timing with her meals and naps. Heading into evening hours on a packed plane was not a good idea. We decided to follow the reps' advice and rebook for the first flight out on Jan. 3, two days later.

We were instructed to pick up the two bags we had checked at baggage claim. Problem was, they couldn't find our bags.  We rented a car and headed back to our family in Naples (thankfully we didn't have to stay in a hotel) without our luggage.  Delta was supposed to deliver our luggage that evening, but never did. We only received our luggage the next day when family members picked it up for us (they just happened to be going to the airport anyway).

Turns out our luggage was put on a plane to Boston and had to be rerouted to Fort Myers. So our bags made it home, but we didn't.

All of the above happens from time to time. We understand this. But it was the customer service we received on Tuesday morning, when we finally flew home, that convinced us Delta has no clue and should not be in business.

Delta would not let us board early with an infant. The reps' comment was "There's no early boarding. Everyone has children."

Huh?

So we schlep onto the plane with everyone else, struggling with the stroller while people are trying to get by us. About two hours into the flight, as can be expected, our baby had a little meltdown for about a half-hour, crying her lungs out. The steward, checking on passengers about eight rows in front of us, asks the passengers, "How are your ears?"

Gee. That makes us feel good. We're new parents with a crying baby on a crowded flight and the steward comments on it. Real professional.

We landed safely. We arrived. Finally. Two days later than expected. But very frustrated with Delta. There's a reason Delta declared bankruptcy. This is an airline that doesn't have a clue about business.

Delta clearly doesn't love to fly, and it shows.

Comments

[Liz]

Ok. You ranted so I'm going to. I can understand your frustrations; however, there are no preferences for parents with new babies. As it is, people with babies get to board before I do. Why? They should board last so that the baby doesn't cry from being cramped in. There's even special parking spots for "Mothers with Infants." Fathers should be putting up a stink about that. I guess Father's with infants can't park in those spaces? :) Then the parents drive like maniacs trying to get home while the infant is sleeping in the car and you wonder if they'll even get home safely because they just drove through a red light! In the shopping malls parents have SUCs, "Sport Utility Carriages." The ones with two or three seats for kids and they bring one kid and put all their packages in the other seats. Then you can't walk through the mall or stores without fear of being mangled by one. Sorry, no preferences for parents with new babies. There's already enough out there :)

[Liz]

One more thing, by the third quarter, you are officially over the honeymoon period and you are no longer considered "new parents." You're just parents... :)))))))))

[Michelle]

That sucks! Thanks for the tip on Delta. Anyone with children, even one, whether 1 month, 1 year or 5 years, knows that airline trips can turn into trips from he--. The purpose for boarding families with children ahead of other travelers is to avoid inconveniencing the others waiting for parents to load all of their stuff in the seats and overheads, etc. Plus it helps to set the kids up with an activity and or snack to try to ease the pain of flying. With regards to parking spots, SUCs and driving like maniacs...what does this have to do with Delta Song?

[Chris]

Fortunately, JetBlue now has a direct flight from Boston to Fort Myers. They have pre-boarding, wide seats and lots of leg room. And, they don't have a group of disgruntled Delta employees taking out their frustration with their employer on their customers. They provide a good option when traveling with infants. What more could you ask for?

[Lisa]

Kind of makes you wonder which came first - the disgruntled employees or the bankruptcy?

[Charlotte]

Oh wow. My Mommy and I are flying from England to the US in late May. We're using Delta. Blarg!

If our flight gets delayed and we experience major hassle, I'm going to scream my head off. And if there's a Delta employee in earshot, Mommy will just let me scream and cry. Revenge is sweet!

[Dan]

Give them hell, Charlotte. Delta seems to have no regard for children.