Glad you guys are all having good experiences with Delta. I didn't. It happened in February 2008 and here was my wife's complaint letter to Delta. It's long so bear with it:
Please bear with me as this is going to be a long letter. We had very unpleasant experiences with this trip and we feel that we must share this with you. Before I start with the negative feedback, I want to say that the crew in all flights were friendly and helpful. They did their jobs with a smile and made every effort to make passengers feel comfortable.
Now for the unhappy events. As seasoned travelers, we know it is best to book early so in October 2007, hoping we would not encounter any problems, we did that. Since the bookings were quite complicated (using a companion ticket for Daughter 2 and a mileage ticket for Daughter 1), transactions were done by phone through Delta reservations. At that time, I informed the agent that I was traveling with a one-year old baby. He said since the baby was going to be a “lap” baby, and the baby info was not needed. I also told him my 9-year old (Daughter 1) must be on my flight so we needed linked reservations.
In January 2008, we got a few messages from Delta about schedule changes. We were out of the country so we could only return calls when we got back. Upon calling, I was told that Daughter 1 and I were on different flights. You cannot imagine how upset I was. I specifically said that she had to be on my flight as she is only 9. Didn’t anyone catch this? Delta's response: “When one flight is cancelled, the computer selects the ‘next best’ option so since you and her have different confirmations, the computer put you on different flights. And we don’t have the ages of the passengers on the record.” I asked if there was anyone to double check these records. He responded, “With the number of flights we have, there is no one who has the time to double check these things that’s why we ask for contact information so you could call us back.” At this point, I asked him to put both of us on the same flight. He said he had to check something and after a minute, he got back on the line and said that since Daughter 1 was traveling on mileage, he had to put me with her.
On February 11, my husband traveled with Daugher 1 to Reno based on the new schedule which only showed a 35-minute layover at Atlanta. We asked Delta if the layover was enough connecting time and the rep said "the computer would not have selected that connection” if it were not possible. It was not!
They missed their connection by 10 minutes, were refused to board and had to spend a night in some really bad motel in Atlanta at their expense. What was supposed to be an 8-hour trip ended up to be a 38-hour trip. By the time Daughter 2 reached the hotel in Tahoe, she had developed a fever due to exhaustion. My husband missed his car rental reservation and had to take the shuttle and with no reservation he waited 3 hours for a seat. What should have been a day of skiing ended up to be a day of traveling non-stop.
I got to the airport, my baby was not on record as a passenger, they put Daughter 1 about 20 rows away from me and were pretty rude about having to put the baby on record.
My experience was another nightmare as they lost two pairs of skis and instead of sending it to our Tahoe Hotel, they sent it back to New York. Duh!
I told my husband that due to all the aggravation, we should never take Delta Airlines again. It is a pity because we have an Amex Delta Sky Miles card. I was at the brink of canceling the card and I am serious about not wanting to fly with your airline anymore. I am relaying this experience because I do not wish this on anyone else and if this letter helps you prevent all these from happening to someone else, then I have accomplished my goal.