I spoke with a Delta agent today 1:00 on August 6, 2002.
I bought two tickets on Delta.com on July 29, 2002 for a trip from Dulles to Orlando and back. My other two friends had also bought two tickets on this flight.
Before I bought the tickets, I specially looked for any restrictions on the tickets. When I saw there was no restrictions, I proceeded to buy the tickets.
Today, I called Delta to see if I could change a name on the ticket. They informed me that they could not switch the names on the tickets. This ticket is not for this week, it's for a week and half in advance travel. I would be traveling on Aug 18th but they were not able to assist me at all.
I spoke with two service persons before I got Tino, the "manager". One suggestion, before you move on to the next service person, remember to get the names of everyone you spoke with. I forgot to do it here.
I spent an hour and half on the phone with the customer service person named Tino Herrnandez, Delta Reservations Desk, located Dallas, TX. He bull-dozed a few times meaning, he kept saying the same information again even before I explained my problem.
I have had problems with this airline before that I had swept under the rug. But, $130 fee for a name change for travel two weeks ahead is too much.
I am a sky miles traveler that will not choose to fly Delta again and make sure none of my friends do so either.
I was emailed by Keith Hagstette on August 7 (after repeated attempts to
reach them) in Customer Care who told me:
"While we regret any misunderstanding, your request is not covered by our tariff and we cannot comply."
Again, the same line that was given to me by Tino.
Information from another email:
The administrative service charge has not increased in more than 3 years (Nov. 1997). Recently, Delta has seen significant increases in the number of passengers who request changes for travel on nonrefundable tickets.
time a reservation is changed the ability to resell that seat is diminished. This charge is assessed to cover
the costs and lost revenue associated with these ticket changes.
Since I'm not sure if "all the fees" they are assessing has not changed. Literally, that means that all Delta administrative fees are $100 which they had attempted to charge me twice. In this case, the revenue would not be
lost since the ticket would be used by another person.
As a customer, I seek to find the lowest price but do companies give you the lowest price to rip you off later? It looks like that is actually what Delta is doing.
August 8th - Keith Hagstette calls to tell me that Delta service is not what I experienced but he could not help me either. Basically, a short conversation where he could not resolve my problems and a "good-bye".
It looks like nobody at Delta can or even try to resolve this service problem.
I will document my conversations here and elsewhere online and offline.