• Report: #350317

Complaint Review: Delta Airlines

  • Submitted: Fri, July 11, 2008
  • Updated: Thu, February 19, 2009

  • Reported By:Honolulu Hawaii
Delta Airlines
DELTA.COM Nationwide U.S.A.
  • Phone: 800-8470578
  • Web:
  • Category: Airlines

Delta Airlines Unaccompanied Minors Neglected-No response from Delta please assist Atlanta Georgia Nationwide

*Consumer Suggestion: Get the 13 year old a cell phone

*Consumer Comment: I fully understand your fear, I have been neglected in the same manner, unfortunately I was not as safe as your kids.

*Consumer Comment: I understand that you want an explanation and apology.

*Author of original report: I understand what you are saying BUT

*Consumer Suggestion: Constance is Right

*Consumer Comment: I am a military wife and parent, and have flown my kids like this many times

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My husband has been stationed in Hawaii, where we all live now. My parents miss our children very much, but they live in Alabama which isn't exactly close by. When the summer vacation rolled around, they wanted our children to come to visit. I have a daughter (age 13) and a son (age 9). I just started working, so I was unable to go as well. My mom wanted me to put my kids on a plane and fly them to Alabama. I was uncomfortable with that. She told me she had called and Delta has a service that you pay $100.00 cash each way and a employee would be assigned to your children and keep an eye on them, make sure they got on their connecting flight in Atlanta (the hub) and make sure everything was fine. I called the airlines to research this program and they said that they have had it for years, and never lost a child yet. (And laughed)
The tickets were scheduled so the children would leave Honolulu at 4:20 pm, have dinner on the plane, there were movies scheduled. I figured that was great. Its such a long flight that they could eat, watch a movie and fall asleep. They would arrive in Atlanta about 3:30 am (our time) and catch their plane to Pensacola (a 45 minute drive from Orange Beach, Alabama).
The morning after I put them on the plane, I called my daughter. She was there, with my parents, she then had a startling story to tell me.
She told me that when they had arrived in Atlanta, a woman guided them off the plane, and handed them off to another woman who took them to a room. She also gave the second woman all their tickets (the children weren't to hold the tickets, which I understand, in theory) The children were instructed to sit down. They must have been in a daze, it being 3 am. The bottom line is, the lady who was to take them to their next flight was chatting with a co-worker and just ignored my kids. They missed their flight, which they had plenty of time to catch. The woman then discovered her error, and put my kids on another plane taking off three hours from when their plane landed as opposed to them having to wait less then an hour.
I'm an understanding woman, but I'm also APPALLED.
When I found this out, I immediately called Delta for an explanation. I was advised that they would refund me the $100.00 I paid for them to be watched, since they weren't. I'll have to update on how THAT turns out, but my main concern is them flying back. i can't imagine trusting them again. If this flight had been uneventful, I would have been thrilled with the service, and happy to use them again, but now i don't want my kids to fly back alone. I don't have the money to just buy myself a round trip ticket to Pensacola. I can't exactly go and pick them up. i don't understand why they (in light of what happened) fly me to go get the kids. Or at least answer my emails and phone calls.
If anyone can offer me any advice or help, I'd greatly appreciate it. They fly back on July 26th.

Honolulu, Hawaii

This report was posted on Ripoff Report on 07/11/2008 09:33 PM and is a permanent record located here: http://www.ripoffreport.com/r/Delta-Airlines/nationwide/Delta-Airlines-Unaccompanied-Minors-Neglected-No-response-from-Delta-please-assist-Atlanta-350317. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Suggestion

Get the 13 year old a cell phone

AUTHOR: Karl - (U.S.A.)

Your complaint has merit but the 13 year old should have spoken up immediately and stated that he had a connection to make with such and such a flight at a certain time. He should also have called his in laws if he wasn't going to make the plane and give them the alternative flight information. You need to provide the 13 year old with a cell phone -all my teenage grandchildren have them. I guess that there are varying degrees of maturity at 13 but if a kid is taking an airline flight with connections he needs to know how to travel and not be a sheep led around by a bunch of airline employees. Did he ever tell the people in the "room" that he had a connection to make? Also you NEVER give up your tickets to anybody, airline employee or not. He also most likely recieved boarding passes in Hawaii for the connecting flight so he could certainly show them to whoever met the flight at Atlanta.
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#2 Consumer Comment

I fully understand your fear, I have been neglected in the same manner, unfortunately I was not as safe as your kids.

AUTHOR: Lost - (U.S.A.)

Please read under search (delta airline) posted 2/5/2009)

Delta will continue same lack of concerns for all passengers. Delta's concern only invloves dishonest and greed, as this is proven from not only my experience but the ongoing new passenger complaints,

If delta used honesty and good practice I would have never been misinform and this ' VIOLENT RAPE" WOULD HAVE NEVER HAPPEN. It is because delta uses bad practice and follows no guidelines that prevent their behavior!
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#3 Consumer Comment

I understand that you want an explanation and apology.

AUTHOR: Leticia - (U.S.A.)

But I can also understand the airline's stand on that one.

They are afraid that if they apologize then you are going to take that apology and turn it into a neglect lawsuit against the airline with the apology as proof. Many companies do the same thing.

It's too bad that good people like you get what seems to be shafted by the company due to the bad apples who spoiled everything for all. (whom seem to get everything just because they DO file lawsuits.)
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#4 Author of original report

I understand what you are saying BUT

AUTHOR: Jessica - (U.S.A.)

I flew years ago as a teenager too, and I remember dragging my five year old sister to a connecting flight at JFK airport when I was 13 as well...but times have changed. I was told first of all that ALL children under the age of 15 have to fly this way, paying the fee and under the "supervision" (heh) of the airline. Trust me, they would have done a better job getting to their connecting flight themselves.

And I quite agree that I'm sure MOST children have a pleasant and uneventful flight to their destination, what I am reporting is that in my case, this was not so. Delta not only neglected to do what was promised, they also refused to apologize or even to explain what occurred. Accidents do happen, I'm human, they're human but an apology, not just to me...but to two children who were stuck in a strange town, with strangers as they KNOW their flight left and tried to explain it to the stewardess who just brushed them off, and also to my father who drove an hour to pick up his grandkids he hasn't seen in a year to feel the complete and utter fear as everyone gets off the airline BUT HIS GRANDKIDS (they didn't even call him to let him know...of course, they didn't know themselves until far after the plane they should have been on had landed) that is who Delta needs to apologize too.

This is also a warning to other parents not to ever, ever, ever blindly trust Delta to care for your children. While my story has a happy ending as my two children are safe and sound, the next time the ending may not be as happy.

A military wife as well
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#5 Consumer Suggestion

Constance is Right

AUTHOR: Karl - (U.S.A.)

A young person 13 should be able to travel alone, make connections, and so on. I'd advise you to train your children how to travel by air. Constance's experiences with airlines may or may not apply in 2008 considering the non-existance of customer service on most of the major airlines. Teenagers need to fend for themselves. My grandchildren do. If you are worried about their ability to do so then you should travel with them.
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#6 Consumer Comment

I am a military wife and parent, and have flown my kids like this many times

AUTHOR: Constance - (U.S.A.)

To the Mom who flew her kids alone... Many airlines will allow a child age 13 to fly alone without an escort, and many would have had him or her supervising their younger sibling. I have flown my children on many flights out of Pensacola, Norfolk,VA, O'Hare, Tampa, etc. Never once have I heard of my children complaining about how they were treated.Most of the time they couldn't wait to do it again. My son had told me that since he was the only child flying alone on a 777 from Chicago, the stewardess who was to take care of him picked him up, and brought him aboard the plane before the other passengers boarded, and the pilot allowed him to check out the cockpit and sit in his seat. That after the passengers boarded, and there were empty seats, he had the stewardess move him to a seat in first class where she could watch him every second. He said he ate lasagna on the plane, and when they got off in Atlanta and had a layover of a few hours, that the stewardess took him and bought him pizza in the Airport. He came off his flight with tons of stuff, all kinds of snacks, had little wings on his shirt, was telling me about how the pilot was telling him the altitude they were to be flying at, etc. We even had a teddy bear returned that got left on a flight from New York to Norfolk, VA. We have always however used American Airlines,United and US Air.

I hope they have a pleasant experience on the way home.
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