They played by the rules, and lost. Now they want my help in righting a wrong.
“There were several events that made the trip less than enjoyable,” says Rod Mourant. “From our perspective, the most irritating were Delta’s attitude and their baggage policy. Through actual experience, we found out that Delta’s carry-on and checked baggage policies are a joke.”
But let’s not get ahead of ourselves. The couple had purchased Economy Comfort seats together for all of their flights. But Delta had other plans.
“We discovered changes that affected arrival times, departure times and seat assignments to every flight segment about one week prior to departure,” he says. “We were not notified and only discovered them because we checked our confirmed reservations about one week before the trip.”
The remedy? A complex series of flight and schedule changes, which allowed them to sit together. But it turns out that was just the beginning. Their premium economy seats, for which they paid an extra $498 and should have come with “priority” boarding, did not live up to their billing.
We were consistently not allowed to board for those three flights where we had made the purchase until Zone 1 was called. This meant that “assisted boarding,” “children and accompanying family,” “first class,” and several levels of mileage plan fliers were boarded before us.
On more than one flight, people had to be asked to move out of our assigned seats and on all three flights the overhead bins anywhere near our seats were full before we were even called to board.
Because our seats were in the first row of Economy Comfort, there were no seats in front of us to slide our carry-on canvas bags under. When we sought assistance from flight attendants, we were told that they were too busy, there was nothing they could do and that we should just live with it.
And then the final straw: the luggage.
We paid $150 in baggage fees for one suitcase each. The suitcases were standard roller size that would fit in an overhead bin.
We chose to check them and pay the fee. We were shocked that on nearly every flight those who had chosen not to check their bags before traveling to the departure gate were given the opportunity to check their bags at the gate for no cost!
So much for doing the right thing and paying in advance to check bags. We could have checked them for free at the gate, saving $150!
Some of you are probably saying to yourself: cry me a river! Don’t these people understand air travel in the 21st century? But what does that matter? When you sell me a premium seat and promise me boarding “priority,” I expect that seat assignment to stick — and to be notified if it doesn’t — and to get on the plane early, and not after the families and people with colorful plastic cards.