“Grade Delta a D......negligent & poor service”
Flight from Phoenix to Boston
- One Way
- Number of Stops:
- 1 stop in New York City, New York
- Date of Flight:
- May 2010
- Seat Class:
Arrived 4am for 6:05am flight, with boarding pass and pre-confirmed need for wheelchair at curb for co-traveler, I was in a neck brace. No counters were open, one agent and scores of passengers were in the lobby being told to use the kiosks to check in...however kiosks clearly said they would not be operational until 4:05 am...opened shortly thereafter.
I requested wheelchair as reserved several times and was told to wait, by 4:15 agents were arriving and logging in to their desks... again requested wheelchair for traveler stuck waiting in chair at terminal entrance. It wasn't until nearly 4:25 that a wheelchair and courier were sent [curbside service, Hah!]
Meantime, I checked in with luggage cart and 3 suitcases for 3 of us traveling...agent could not miss my neck brace but neither he nor anyone nearby helped me heave each bag on scale or remove and reload...I was told to bring luggage to separate area for check in with TSA.
Why do they urge checking in 2 hours before flight when they are not prepared? Given the advance notice of wheelchair needed the response was inexcusable, exacerbated by the insensitivity of personnel to assist a clearly impaired traveler. [Not even an apology about policy limiting their inability to assist]
I am resilient traveler but I am angry...this is first class service??? I was in the elite line, they didn't know I was using FF miles to upgrade. All first class meant was bigger seat, hot towel and juice and not paying for breakfast. Wow! What fools pay hundreds for this? I only upgraded hoping first class would be easier on the elderly wheelchair traveler.....not by a long shot!
In fact it doesn't matter what class I was traveling, the insensitivity to impaired and elderly travelers who made pre-arrangements is inexcusable.
I grade Delta a D for service...they should be ashamed.