Airplanes usually mean happiness, the beggining of a new trip, the promise of an expected holiday, or just the relief of going back home... However, it´s frequent that they become a nightmare...
As you know, I took a RoadTrip to Canada last September.
I flew from New York to Toronto, and then I began a Roadtrip that took me from Toronto-Niagara-Toronto-Ottawa-Quebec-Montreal to fly back to New York 9 days later.
The Road Trip was fantastic, but the flight was just a nightmare...
Below you can read my full complain to Delta Airlines, with details of the 7-hour nightmare I went through...As a model I used the complaint I wrote for the Bus tour and that I included in the Post
Travel: When things do not go the way you expect
Wish me luck!!! I´m demanding full refund :)
Email about Past/Future travel: Past
Nature of Comment: Complaint Concern
Email Pertaining to: Flight_Delay_Cancellation
Email about Other topic: Passenger comfort
As suggested by Delta operators, I am writing to obtain compensation
(total of $ 343.11) for the huge ordeal I had to go through, for which
Delta Airlines is responsible.
I was on the flight DL 5244 (operated by Comair) on August 31st, 2007,
scheduled to depart New York at 5.33pm and to arrive Toronto at 7.50pm.
A few minutes before the time of boarding, a delay on our time departure
was announced. So, we boarded one hour later.
Getting out of the gate took longer that usual because of the traffic,
but we got a place in the line to take off. We had been in the plane for
about an hour, really close to take off, when we received an
announcement from the pilot stating that we needed to return to the gate
since the flight attendant was about to exceed her maximum time of work
for that day. But we were told there was another flight attendant ready
to board as soon as we get to the gate.
It took us a really long time to get out of the line and there were no
available gates so we had to wait for about an hour. By the time we
managed to reach one, there was no one waiting to replace our flight
attendant, as we were informed, so we had to wait for another hour.
In the meantime, we received another announcement from the pilot, saying
that the First Officer was also reaching his maximum working hours.
Therefore, we needed another replacement, and this lead to another
When all the crew was finally on the plane, there was some paperwork to
be done, refilling the fuel, etc. Then, we spent over an hour taxing and
managed to take off after midnight and arrived in Toronto airport around
2.30am, after an incredible seven-hour delay.
The weather had no abnormal conditions, in New York , Toronto or in
between, as our Pilot confirmed several times. Even though there was air
traffic, all the planes were taking off and landing.
WHAT IS HARD TO UNDERSTAND IS DELTA?S INCAPACITY TO MANAGE ITS STAFF
-Susan, the flight attendant allegued she had given heads up that
morning about the possibility of exceeding her working hours.
-And even if the flight attendant hadn?t adviced Delta about this
possibility, considering the delays we were already suffering, it had to
be obvious for Delta and the rest of the crew that they were going to
exceed their working hours. How is it possible that they had to wait
until being actually overworking to call a replacement?
NONE OF THIS NIGHTMARE HAD HAPPENED, IF DELTA HAD PREVENTED THIS
SITUATION AND GOTTEN REPLACEMENTS BEFORE BOARDING.
FURTHERMORE, IT?S INEXCUSABLE THE WAY THE PASSENGERS WERE TREATED BY
DELTA AIRLINES, WHICH SHOWED NO INTEREST FOR THE PASSENGERS? COMFORT:
-We were delayed for 7 hours, 6 of which we were held IN the plane
(before taking off).
-The condition of the restrooms was repulsive and nauseating. Since we
boarded, all passengers had to use perfume to be able to breath when
using the restrooms, since they smelled and had no sufficient sanitary
-***Although I requested Low sodium meals, we all passengers had salty
peanuts, salty crackers and hot mineral water as only options***.
-The staff did nothing to satisfy my requests (and other passengers) to
organize something to eat (sandwiches etc). Since we were waiting (for
the crew?s replacement) at the gate for 3 hours, a catering service
could have been easily arranged.
-**I (as well as other passengers) specifically requested delta?s crew
to ask delta airlines for delta representatives in toronto to satisfy
our needs once we get there**. Many passengers had missed connecting
flights, reservations at hotels, and I MISSED MY SHUTTLE TO NIAGARA
BUT WHEN WE GOT TO TORONTO THERE WAS ONLY ONE DELTA REPRESENTATIVE
WAITING FOR US, WHO DIDN?T DO ANYTHING TO HELP us after a seven-hour
delay. All the passengers were deliberately discouraged to try to get
immediate transportation, alleging it would be faster to make our own
arrangements and then ask Delta for a refund.
Therefore, my boyfriend (who had been driving from the US for over 8
hours and surprisingly still reached Niagara before I did) had to drive
all the way from Niagara to pick me up in Toronto Airport .
Although I travel a lot with different airlines, domestic and
international flights, this was by far the worst experience that I have
ever had. I haven?t ever encountered such big amount of incompetence from
Based on the paragraphs above, I think it?s proved Delta has no
capabilities to fulfill schedules? commitments or to treat passengers
THIS WAS A VERY STRESSFUL EXPERIENCE THAT I WOULD HAVE DONE ANYTHING TO
AVOID. IT WAS DISTRESSING ME AND ALL THE PASSENGERS AND WE LIVED FROM
ONE CRISIS TO THE NEXT, JUST BEGGING FOR THE CHANCE TO GET TO TORONTO TO
GET OFF THE PLANE.
IN THE CIRCUMSTANCES, I DO FEEL THAT IS REASONABLE TO EXPECT A
FULL REFUND OF THE MONEY PAID TO DELTA, FOLLOWING YOUR MISREPRESENTATION
OF WHAT YOU WERE OFFERING. I EXPECT, THEREFORE, A REFUND OF THE FULL
$284, AND A COMPENSATION FOR THE $59,11 I PAID FOR THE SHUTTLE TO
NIAGARA THAT I MISSED.
If this sum is not forthcoming, I am quite prepared to take the matter
to the appropriate authorities.
Bel And The City
(Full name of course)
PS: I am attaching the details of the Shuttle I had booked from Toronto to Niagara.