Public Mediation

Rude treatment & neglect by Delta Airlines

A. A. vs. Delta Air Lines Inc
P.O. Box 20706, Atlanta, Georgia, 30320-6001, United States
Amount Involved: $5,650.00
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Statement of Claim
Complaints Involved (11) - View
Claimant says:
"To whom it may concern,
We are a family of four. Two adults and two children ages five and 4 month old infant.
Our five year old was on medication for an ear infection. We had a day bag with enough diapers,
medicine, snacks and food for a 24 hour period. We understand flights are delayed. It is
how we were treated after the fact that was disturbing. After arriving to Atlanta International Airport
from Gainesville Florida We learned that we missed our connecting flight to France. We stood in line at 11 pm
with a crying baby & very hungry 5 yr old for 3 hours. The food court was closed. It would have been nice if
they had moved us to the front of the line seeing we had children with us. Once we finally got to the ticket counter
IRENE K. was sympathetic to our tired stressed circumstances & issued us 4 tickets for air France business class
to make sure we were not displaced with our children any further. It was a FIM voucher #0064501047127.
She also gave us a hotel voucher at 2 am & a men's toiletry kit. We had to use our travel money to pay a taxi $37.00.
The next day we arrived early to fly air France using our voucher. Here we were encountered with
the most unpleasant supervisor in a red jacket. Her name was Charlotte Becknel. She snatched our voucher
and said,"You are not supposed to have this ticket it belongs to Delta!" She refused to honor it or give it back.
I had to beg her for a copy. I asked her to call Irene K. who was very understanding the difficulties we
faced traveling a baby. Charlotte REFUSED to contact her even though Irene was on duty. She would not
let us speak to anyone else stating emphatically,"I am it!" She seemed determined to undermine Irene's authority.

I am a Renal Specialist and doctor of medicine at a world renowned teaching hospital. I encounter people
in various stages of wellness. There is a basic right to kindness everyone deserves. My family and I were
not extended this basic courtesy. This was the second time in ten years I have been able to visit my family.
We were very excited to introduce our new daughter to our families. Due to my role at the hospital my vacation time was limited. I had exactly
two weeks. A normal one way trip to Lebanon without issue takes 19 hours. We were supposed to arrive Saturday.
We arrived Monday. Rather than two days subtracted from my vacation I lost four. My options after Charlotte
revoked my voucher Irene gave us were:
1. Wait for a another flight to Lebanon 48 hours later.
2. We could be 10-20 people down on standby for the air France flight in coach.
3.Or confirmed on a rerouted flight through Dubai with only my seat confirmed & my wife and children on standby.
This flight left five hours later than the France flight & takes 15 hours as opposed to 8 and a half hours.
Standby to air France seemed too risky with the possibility of longer delay. We needed to get moving and so we
chose the route via Dubai, although it was out of our way.

By now it is roughly 3 PM and my wife is having to leave my infant daughter in urine soaked diapers 4-6 hours
as we are running out. To my knowledge no provisions are made for parents in our situation. The stores we
checked did not sell diapers in the airport and Delta did not offer us any. Essentially they forced us to
neglect our child. Seeing we were traveling with an infant we should have been a priority not 10 or 20 people
down the list. Our two small children were forced to suffer thanks to inconsideration at the hands of Delta
staff with the exception of Irene K. As a medical professional I find it outrageous that there is not a better
policy in effect for minor children. When boarding is called the disabled & people flying with children are
boarded first. Why is this same concept not applied to re-booking? After I chose to the option to fly Dubai
I personally sought out Irene since she was the only kind person we had an interaction with in hopes she
could help us. She was shocked that her attempt to help us had been overridden and that our voucher was
revoked. She went above the call of duty and out of her way to insure my wife and children were confirmed
and we did not get separated. She was my hero in this fiasco. I wish there had been more understanding booking
agents and supervisors like her. She also at this time issued a series of vouchers for future travel. One
has an incorrect name and was also a mix up at the time we flew they changed my ticket to my name but the
voucher was never reissued. The numbers of our vouchers are:
1. 0 006 0646374565 0
2. 0 006 0646231755 4
3. 0 006 0646657286 5 (not in my name)

We have $400 in useable vouchers.

To make matters worse, our flight to Dubai was delayed and we ended up missing our flight to Lebanon, we had to wait one
extra night in Dubai before getting on the next morning flight to Lebanon. Now, we have finally arrived but our clothing
and baby supplies have not. We had to use our travel money to buy replacement clothing. The next day we had to drive to
Beirut Airport to collect our luggage. My wife and baby had their clothing in the same suitcase. Which we received soaking
wet. There was color bleed on the lighter items. We had to take her designer clothing to be dry cleaned. We had purchased clothing gifts for
relatives also in this bag which was ruined as you cannot give someone a dry washed item not in new condition.
Our clothing purchase was around $350.00. To replace the gifts which are now not American items and defeat
the purpose of bringing gifts was about $400.00. I studied medicine in Lithuania, I have resided in Kuwait,
and my wife also studied medicine in Lithuania as well as having resided in Sweden. We are no strangers to travel.
We each agree this has by far been our most disastrous travel experience to date. What was supposed to be a joyful,
relaxing, and long awaited reunion with family and friends, ended up being overshadowed by pain, stress, chaos and
emotional duress. Please make my daughters especially my baby the last children you neglect in your transport.

Regrettably,

Abdo Asmar, M.D.

"
...
Reply Have a similar problem?
What Claimant Wants Hide
1. Recovery of Losses: damaged luggage replacement clothing & gifts Sep 02, 2010 $650.00
2. Credit: 3 round trip tickets & 1 infant passenger Sep 02, 2010 $5,000.00
3. Other – Physical delivery charges Sep 02, 2010 $6.90
Just make me happy!
Claimant invites Delta Air Lines Inc to make a fair offer to resolve this complaint.
Cash total : $5,656.90
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Delta Air Lines Inc. This claim will remain posted until resolved
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