Delta Airines Internationl flight a few weeks ago

This is a copy of the letter I sent via email and snail mail to Delta

Airlines. Also included is the email response. I am still awaiting

(holding my breath too) the response by mail.

Original Message Follows:

------------------------

COMMENT DETAILS:

Email about Past/Future travel: Past

Nature of Comment: Complaint Concern

Email Pertaining to: Customer_Service

Email about Other topic: OVERBOOKED FLIGHT

Comments:

Delta Airlines, Inc.

Corporate Customer Care

1030 Delta Boulevard

Department 980

Atlanta, GA

30320

Hello,

On Saturday May 26, 2007, my friend (#####) and I (along with 4 other

passengers I know of) were in line for Delta flight 115 BCN-ATL.

We arrived several hours before the "recommended" (as in public

opinion/common knowledge) 2 hour check-in time for international flights.

After waiting in line for at least 30 minutes, we were noticing the lack of

movement in the line and the lack of counter agents processing anymore

passengers underneath the LCD monitors which displayed out flight

information. After asking questions, we became concerned when a passing

counter agent informed us that we missed our flight as it was overbooked.

At that point the flight had not departed BCN. After going to the Delta

booking counter in BCN, we were told there were no more flights until the

next day. We purchased a new ticket for the following day approximately one

hour before our original flight was scheduled to depart. This cost us

around 150 Euros, and we were told that was a significant discount, as it

was inclusive of only administrative costs. At that point we had to take a

taxi back to the place we stayed the night before to try and reserve another

night at the last minute.

After talking to several Delta Operators on the phone, I was informed that I

was "required" to be "checked-in" at "least 120 minutes" prior to departure.

If this is in fact the case, I understand completely.

Unfortunately, I have had a very difficult time finding this policy in print

for me to read anywhere. Additionally, none of the telephone operators with

whom I spoke with, who informed me of this "2 hour prior requirement", could

guide me to a person or place, real or virtual to find this policy. On

www.delta.com, it states:

Travel Outside the United States

You must be checked in and at the gate at least 45 minutes before your

scheduled departure time.

If you are checking bags, your baggage must be checked in at least 60

minutes before your scheduled departure time unless you're traveling from

one of the following cities:

(there are currently 9 cities listed and BCN is not one of them.)

That is the medium by which I entrusted Delta Airlines to in order to

determine my travel recommendations for that day in time.

I would like to be reimbursed for my ticket cost incurred for travel the

following day, cab fares to and from the airport on 26May (60 Euros), an

additional night's stay in Barcelona, and other travel related costs for the

additional day I had not planned to spend in Barcelona. I think this is a

very reasonable request due to the circumstances I endured. I also believe

this is reasonable compensation because there are no policies that express

this 2 hour rule, that are accessible by reasonable means to myself and

other passengers that would have prevented me from missing my flight.

Regards,

#####

Dear Mr. Richardson,

Thank you for your e-mail describing the problem you experienced.

Passengers when checking in at the airport for International flights,

additional time is required, due to the TSA screening procedure at the

airport.

The Transportation Security Administration (TSA) has revised the list of

acceptable items that will be checked at security checkpoints.

Please feel free to contact Transportation Security Administration (TSA) at

866-289-9673 or send an e-mail to Email User or by clicking on

the "Contact Us" button at www.tsa.gov.

We realize you expect to receive accurate information when you call us.

Our Reservations Sales representatives are carefully trained in all our

procedures, including providing a positive experience for our valued

customers. Sometimes mistakes or misunderstandings occur, and we?re sorry

there was a problem.

We would like to be able to offer special consideration in such cases.

However, we collect the applicable fares for transportation actually used.

Under the circumstances, I hope you will understand that we cannot grant a

free ticket as you suggested.

As a goodwill gesture, we will mail our $200.00 Transportation Credits for

each passenger, which may be used toward future Delta travel, and some

travel-related services. Vouchers are valid for one year from the date of

issue and may not be combined. They may be redeemed at any Delta ticketing

facility or authorized travel agency; however, they are not currently

redeemable online. Please refer to the terms and conditions for additional

information.

Again, thank you for writing. We appreciate your selection of Delta and will

always welcome the opportunity to be of service.

Sincerely,

Adrian P. Smith

Manager

Customer Care