Every day, airlines shuttle passengers from here to there, through friendly (and not so friendly) skies, ferrying bags and losing luggage and touching down at airports all around the country. Some of those airlines are consistently a cut above the rest, while others just can’t seem to do anything right. According to this year’s Airline Quality Rating Survey, Virgin America is the cream of the crop while United Airlines is a long, long way from the top. [More]
Virgin America Soars Above The Rest In Annual Airline Survey While United Sinks To The Bottom
By April 8, 2013
Delta Actually Listens To Customer Complaint About Confusing Website, Clarifies Free Movie Policy
By February 1, 2013
Remember Josh, whose story we posted yesterday? He got this crazy idea in his head that Delta Airlines offered free movies on demand in the Economy Plus section, just because their website happened to say so. He sent off a quick e-mail complaint asking for a refund, and Delta explained that the site totally didn’t say what he thought it did, and he would get no refund. We published his story, and all of a sudden Delta changed their minds, cut him a check, and changed their website. [More]
Delta: Just Because Our Website Says You Get Free Movies, That Doesn’t Mean It’s True
By January 31, 2013
For his recent cross-country flight on Delta, Josh took Economy Comfort class: it’s a little comfier than Economy, but not as fancy as Business class. Delta’s website says that people in this class don’t have to pay for movies on the in-flight entertainment system, but Josh’s actual experience and his conversations with Delta about having to pay for a movie indicate otherwise. [More]
List Of Companies With Worst Customer Service Scores Is Full Of Familiar Names
By January 8, 2013
Bank of America, Comcast, Time Warner Cable, Delta, Charter, American Airlines — these are just a few of the all-too-familiar companies sitting comfortably in the back of the pack in terms of customer service for 2012. [More]
Whether This Nor’Easter Will Be Awful Or Not, Airlines Are Canceling Flights Because Of It
By November 7, 2012
It’s heading for the East Coast, but whether or not the predicted nor’easter will pummel residents or simply blow by, airlines aren’t taking any chances. United and Delta have already canceled 650 flights total in preparation for the weather blitz, and it’s likely not going to end there, as many people already devastated by Sandy brace for Mother Nature’s newest challenge. [More]
Some Airlines Make It Awfully Tricky To Get A Refund Within 24 Hours Of Buying A Ticket
By October 24, 2012
It’s important to know your rights when it comes to airline travel, or you could be missing out on getting a full refund on a fare you don’t need. We’ve reported before on the Department of Transportation regulation that requires airlines to give customers a full refund within 24 hours of booking a flight (if it’s booked a week or more beforehand), but some airlines make it really difficult for you to do that. [More]
How Can A Break-Up Horror Story Have A Happy Ending? With A $400 Delta Voucher, That’s How
By October 5, 2012
Consumerist reader Lauren was feeling a bit peeved at Delta. No, it’s not the airline’s fault that she and her boyfriend broke up a week before going to an out-of-town wedding. And no, it’s not Delta’s problem that she had purchased two non-refundable tickets for the trip. But it was kinda annoying that Delta’s policy said she’d have to pay a $150 change fee just for him to not fly, and he’d also get the credit for the remainder of the ticket’s price, since it was in his name. [More]
No, My Drunk Seatmate Probably Can't Open The Emergency Exit
By August 28, 2012
Patrick wanted off the plane. The overloaded Delta flight sat on the runway for more than an hour. He had the privilege of sitting in the exit row next to a very drunk man who was probably more likely to collapse on the emergency exit door than to be capable of opening it. When te flight attendant wouldn’t pay attention, he tried to contact Delta customer service and PR via e-mail for help. Some kind of help. When the flight attendants finally let a few people off the plane so it could take off, Patrick wasn’t one of the lucky few. Neither was Drunky McSeatmate. [More]
Some Airlines Starting To Get It, Installing Roomier Overhead Bins
By March 12, 2012
After seeing countless passengers refusing to believe that their wheelie bag isn’t going to fit in closed bins, while others just will not listen to flight attendants’ pleas of “please don’t put your coat in the overhead bin,” some airlines are actually expanding the size of their overhead bins. [More]
More U.S. Airlines Jumping On The Surcharge Bandwagon After EU Emissions Law
By January 6, 2012
Travelers taking off or landing in countries in the European Union may notice a bump in airline fares, as U.S. Airways and American Airlines have joined Delta and United Continental in adding a $3 surcharge each way to help offset the cost of a new carbon emissions law. [More]
If You Don't 'Look' Disabled, Expect Shoddy Treatment From Delta
By August 30, 2011
Alauna is disabled, unable to walk or stand for long periods of time. But she’s in her 20s and there is nothing obviously physically wrong with her at first glance. This meant that her requests for assistance during her recent Delta flight delay nightmare were met with resistance or eye-rolling. [More]
Delta Changes Bag Policy For Armed Forces Members
By June 9, 2011
Earlier this week, a group of U.S. soldiers returning from Afghanistan made headlines when they posted a YouTube video to voice their displeasure with Delta Airlines over the carrier’s checked baggage policy for active duty members of the armed forces. [More]
Delta To Bring Outsourced Calls Back To U.S. But Not Add Any New Jobs
By June 7, 2011
Delta Airlines recently announced that it had decided to move some of its outsourced call center operations out of South Africa and back to the U.S. But before anyone goes looking for a gig at Delta’s phone operations base in Dallas, the airline says it should be just fine with the staff it already has on hand. [More]
Delta Discontinues Discount For Paying Bag Fees Online
By June 2, 2011
Since Delta began charging fees for checked bags — $25 for the initial piece on domestic flights; $35 for a second — the airline has been offering $2-3 discounts to travelers who prepaid those fees online instead of at the airport. Not anymore. [More]
Delta Charges Extra $391 To Fly Your Dog, Then Misplaces Him
By May 19, 2011
Evelyn’s father booked a ticket for her and her dog to fly from New York to Los Angeles on Delta Airlines. Being a regular Consumerist reader, she was nervous about trusting Delta with her beloved pet, but notes that “[she] thought the horror stories must be rare enough that we should take the trip.” Delta staff told her that her dog, who weighs about 50 pounds, needed to fly as cargo at a cost of $591, instead of the quoted $200. The ostensible reason was severe weather on the ground in Los Angeles. What this extra $391 got Evelyn was a missing pet for an hour, then an upset and dehydrated dog. [More]
Delta Warned About Mice Feces On Plane
By April 21, 2011
Most people are worried about a seatmate that takes up more than their fair share of the seats, but on one Delta plane they should be more concerned about a far tinier co-passenger. CNN reports the FDA has sent Delta a warning letter (read it here) about mouse droppings “too numerous to count” onboard one of its planes. [More]
How Delta Made Enemies Of Standup Eugene Mirman
By March 7, 2011
I stumbled across this clip of standup comedian Eugene Mirman describing how Delta Airlines became his enemy. It all started when they lost his bag and at the counter they looked at his ticket and asked him if his name was “Barbara Riddle.” He said no and then they proceeded to deliver Ms. Riddle’s bag to his house, twice, before finally giving up and telling him he’d have to file a claim for his luggage. Fast-forward to 5:57 to hear him tell the tale and read aloud the hate letter he wrote them as a result. [More]
Get Your Airline Ticket Changed For Free Because Of Massive Midwest Storm
By January 31, 2011
The Superbowl of storms is headed for the Midwest with 20″ snow and 45 mph winds predicted for Chicago. Thankfully, a lot of airlines are waiving their usual ticket change fees for travelers who could be affected. 3,000 flights have already been canceled in advance of the potentially deadly weather. Don’t go to the airport to see if you can make your flight, don’t get stuck in an airport, stay home, stay over at your friend’s house an extra day or two, and take advantage of this leniency. Here are links to the various airlines and their waiver and winter update pages and policies: [More]
