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Very Difficult experience with Delta airlines

I recently had a difficult experience with Delta. I tried to contact Delta repeatedly without any success in resolving this issue. I am posting the details below.

Ticket Numbers (masked for privacy reasons)

Trip route: BLR - CDG - YUL - MSP 
(International trip from Bangalore, India to Minneapolis, US through Montreal, Canada)

In Brief:
I was promised a cancellation and full refund by a Delta supervisor and refund department clerk. But, I did not receive this after 21 days and on calling Delta was told that no such promise was made and there will be no refund. 

More details:
I booked these tickets on June 26th to travel on June 29th. These where booked through travelocity.in on Delta airlines. I called and spoke to a Delta representative (within 24 hours of booking) and a supervisor about transit visa requirements in any of these countries. They said that transit visa is not required at all even if you are only having a US visa. I had a valid US visa and hence according to the Delta representative, I did not need any transit visas. Later, I found from the Canadian immigration website that if anybody passes through Canada and does not have a green card, then they need a transit visa and the airlines is responsible for this. If this requirement is not met, then the person is deported back to the originating country at the expenses of the airlines. 

I called Delta (again within 24 hours of booking) and spoke about this. A Delta supervisor from Salt Lake city agreed to cancel the ticket and issue a full refund. She transferred me to the refunds department. I spoke to a lady in the refund department and she took my full mailing address to mail the refund check. They could not refund directly to the credit card as I had made this transaction using foreign currency. I was asked to wait for 21 days to get the refund.

I called Delta after 21 days and they said that there is no log in their system that I ever spoke to anyone or that anyone agreed for a refund. They said that this ticket is non-refundable and there won't be any refunds given.

I lost $2661 because of this.

update (10/22/2010): I contacted @DeltaAssist through Twitter and they responded immediately. They said that someone is looking into this now. Hoping to get a proper response soon.

update (10/28/2010): Thanks a lot @DeltaAssist, Kathy Johnson from Delta worked with me and now has committed to processing a refund through the travel agent website (Travelocity). Originally, a Delta supervisor had promised a full refund. I still don't know if this will be a full refund or not. I will update  this post when I find out.

update (11/08/2010): One delta office says that the refund is being refused, another says that they will take a penalty and issue some refund (not a full refund). I was promised a full refund and am not ready to accept anything lesser. I am following up and will keep updating this post.

update (01/17/2011): Finally, I got the money back from Travelocity. Thanks to all the support from Delta executives and @DeltaAssist. Though this was a very long process, I am glad to have my money back.

Author: admin -  Date: 21 Sep 2010 09:13
Tags: travel -  Visits: 22422 -  No Comments


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