God is real, absolutely real. You see, my flight out of Las Vegas to NYC was cancelled by an act of God. I didn’t imagine that, it really was cancelled. I’m not getting a refund, reimbursement or any return – neither in kind nor in kindness – from Delta Airlines. All because the Nor’easter snowstorm that hit NYC was not their fault, but an act of God. And who can argue with God and his great plan?
If the Nor’easter Snowstorm was a non-accidental, divine-mystery, God’s-will type plan, then I can respect that. At least God has a plan. Delta sure doesn’t. They overbook flights. And when those overbooked flights were cancelled, and everybody came rushing to their website to find out what gives, they bungled that, too.
Clicking “Find Other Flights” just lead to “An Error Has Occurred, Try Again”. “Try Again” lead to “An Error has Occured, Contact Us.”
“Contact Us” lead to a page wherein was listed all the numbers for customer service in various territories. Under “North America” we had the following: Haiti, Mexico, Dominican Republic… No United States or Canada. They pulled the number? Doesn’t matter because their office hours are Monday to Friday from 8am- 6pm or something like that, which isn’t very helpful when your flight has been cancelled at 8pm on a Friday.
Dig around the website and finally find a number for Customer Care (like they do) in the United States. “All representatives are busy.” You can get them to call you back instead of waiting on the phone for “a wait time of greater that Three Hours.” So, okay. They’ll call you back in “greater than Three hours.”
Meanwhile, the website says that you must schedule your flights before January 8. Further down that page it says extra fees or the difference in fares may be charged if you fly on or before January 9. Hm…what?
Twitter! Online, apparently, people have taken to twitter. @DeltaAssist, the hardest working person in Airline Biz has started taking people’s ticket confirmation numbers via DM (direct message) and checking up on their bookings. Nice. But I have to follow them first in order to DM. Argh. Will definitely UNFOLLOW as soon as I’m back home.
Back alley way: I call technical support. And why not? After all, this error message I get when trying to find a flight online is technically a technical glitsch. (Eventhough I know it’s not. It’s on purpose. Just like they pulled the U.S. customer care number. I mean, how can “North America” not include the U.S. or Canada?)
Technical support! After 15 minutes in the phone queue, I’m finally through. They don’t even blink. Don’t even ask if I”m having technical difficulties. I say “I’m calling because my flight is cancelled and I can’t find a flight online.” She asks for my confirmation number and proceeds to find me one fortnight journey on Delta after another. Finally I just agree to fly out three days later, on a direct flight.