I consider myself an extremely compassionate person, and while I feel for this Delta million-miler, I’m not really sure what else Delta could have done differently. John Goglia over at Forbes asks How Much Delta Loyalty Can An Elite Traveler Expect In An Emergency? One Flier’s Surprising Story, in which he recounts the story of a colleague and Delta million-miler who needed to get home ASAP from Europe last week after her daughter had emergency surgery and was in the hospital in New York. He notes that the story is “surprising”, but I didn’t find it surprising at all…maybe I’m just jaded? Unlike the colleague, I wouldn’t have had much faith that Delta’s SkyTeam partners Alitalia and Air France / KLM, would be able to assist a Delta million-miler in making a change to a DL award ticket, regardless of the circumstances…a bit sad I guess. So readers, after completing the full story, what say you?
Monday morning I received a call no parent ever wants to receive, especially thousands of miles from home. My daughter had to have emergency surgery and was in the hospital. Of course, I wanted to get back home to New York as soon as possible. As it happened, I was scheduled to return the next day on a Business class ticket I had purchased with frequent flier miles. I immediately called Delta to try to advance my return by one day in any seat available. After more than forty minutes on the phone the best the Elite Service desk could offer me was a flight that morning to Rome. And I could buy a one-way coach ticket for $3500 from Rome to JFK. I took the first part of Delta’s offer because I was running out of time to get to the airport for the flight to Rome where I thought more options would be available. I didn’t believe that with seats available Delta wouldn’t find a way to help out a long-time, loyal Delta passenger. I was wrong. To make a long story short, after I arrived in Rome at 11:30 in the morning, none of Delta’s Sky Team partners at the airport ticket desks– Alitalia and Air France – could offer any help. In fact, five of the six ticket agents…
Read the remainder of the story here and then leave your comment below! Also, important to note that Delta’s own direct flight to JFK was discontinued for the season last Monday, I know because I was still in Rome and had to fly FCO-CDG-EWR to get home on Friday! Of course, the two daily Alitalia joint-venture direct flights to JFK continue to operate throughout the winter.
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