Money Beat

I've flown all over the country and my first Delta flight was two weeks ago. We had to make an emergency landing in South Carolina because we didn't have enough fuel to make it from Norfolk, VA to Atlanta, GA. True story. As a result of this (and other delays), this 90-minute flight took almost four hours. On the trip back home, we flew a very aged MD-80 with a patch on the wing. I'm very, very disappointed in our domestic carriers and am gladdened to hear someone is finally taking action to make them accountable.

I am a frequent-flyer on American with over 2 million miles over 10 years. I have flown on numerous others in this time also, both domestically and internationally. People, you have to relax, stuff happens, weather happens, flights cancel. The airlines do a great job 99% of the time. Yes, things slip through the cracks, but they do with everything. If you don't like the way the airlines treat you, drive or take a train. Nobody will miss you or your complaining.

I work for a major airline in customer service/reservations... the one named BEST IN CUSTOMER SERVICE by JD Power and Associates for many years.
I won't comment on the majority of the posted comments simply because unless you know the ins and outs of the industry and primarily, the affects that the FAA and Air Traffic Control has over operations, I would be wasting my time.
I would like to state one observation though... The reason that America has become such a litigious society? Lawyers and their overall (to the few out there that genuinely care about justice, please forgive the next statement) "Holier Than Thou" attitude. Of all the customers I have dealt with over the years during all types of situations, the most contentious, disrespectful, noncomprehending, rude, demanding,pompous (I could continue with the adjectives but my point is made), customers I deal with are those who make it clear that they are lawyers --and I had a judge once-- and deserve "special treatment" or they will sue and "Have my job." When I (and my supervisors) make it clear that the same rules, guidelines and procedures apply to ALL of our passengers and not just those who don't threaten us, they take the next route as they see it and sue the company. I am quite sure this is exactly what happened to Delta.

The sad fact is that everybody
has a horror story (and more than
just 1) for all the airlines.
It's a pity, once flying was
wonderful, now it's a TRIAL.

I live in Atlanta, which means that I fly Delta frequently. Virtually every time, the flight is late, canceled, or moved to a different gate in another concourse. There will be no announcement and when we all realize the situation and run to the new gate or service counter, there is no attempt to make things run smoothly. Whoever fights to the front first may get a seat; everyone else is just out of luck. There must be an element of intent; it would be impossible to be this lacking in coordination and concern by accident. If that lawyer wants to make a name for himself, he should solicit Atlantans who have also been stuck by Delta with no reimbursement and no recourse. It would be the biggest class action in history.

These are examples of the reasons I haven't flown in years. I'm old enough to recall gracious handling..the feeling of being a welcome airline guest, not merely one more grimy dollar bill. Isn't it time the government cease funding airlines and toss big bucks into updating our railroads. The ones I've ridden in Europe make both ours and our current air fleets look like recycled trash. Surely we can do better...let's start by making ALL government officials use the same equipment we're relegated to. Im sure it wouldn't be long before money was suddenly found to upgrade our public gtransporation systems.