MY First Really Bad flight since three years ago. What compensation is appropriate?

Discussion in 'Delta Air Lines | SkyMiles' started by jbcarioca, Jul 13, 2011.  |  Print Topic

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What compensation should I get?

Poll closed Jul 18, 2011.
  1. You have had more than you deserve already

    0 vote(s)
    0.0%
  2. 10,000 EQM more for me and 10,000 FB miles for my spouse (FB Gold)

    19.0%
  3. $1,000 credit voucher for each of us

    47.6%
  4. Something else, please specify

    33.3%
  1. jbcarioca
    Original Member

    jbcarioca Gold Member

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    DL61 July 11 was to leave ATL for GIG at 21:55. It showed on time until a few minites before boarding was to commence, when a slight delay was announced because the aircraft was being cleaned. That seemed odd since the aircraft had been at the gate for quite a long time. A half-hour later we boarded. Then we sat... after another half hour of sitting we wer told there were mechanics on board fixing something. 45 minutes later we were waiting only for mechanics paperwork, and took off two hours late. OK, no big deal for a ten hour flight.

    Two hours into the flight we were advised in English that "the communication of our navigation system is not operating so we are returning to Atlanta". In Portuguese, my translation, "the communications with the tower are not working...". Either way we landed in MIA at 03:00 on July 12.

    On the ground we were told we would be moved to a new aircraft at a new gate. The flight crew changed, but the already tired cabin crew did not. The cabin crew spent the next hour schlepping carts and catering items from the old airplane to the new one. Eventually we boarded and departed the gate at 05:18 then sat on the ground waiting for another 21 minutes and finally took off. We landed at 16:00 at GIG. Our bags arrived 55 minutes later.

    Here is FlightStats detail:
    Time DateUTCATLGIGSourceEventData UpdatedJul 089:13 AM5:13 AM6:13 AMSchedulesRecordCreatedJul 109:05 PM5:05 PM6:05 PMAirlineGate Adjustment
    • Departure Gate Changed To T7
    Jul 111:56 AM9:56 PM10:56 PMFAATime Adjustment
    • Scheduled Runway Departure Changed To 07/11/11 10:05 PM
    • Estimated Runway Departure Changed To 07/11/11 10:05 PM
    • Scheduled Runway Arrival Changed To 07/12/11 08:11 AM
    • Estimated Runway Arrival Changed To 07/12/11 08:11 AM
    Jul 119:02 AM5:02 AM6:02 AMAirlineGate Adjustment
    • Departure Gate Changed From T7 To A16
    Jul 1111:35 PM7:35 PM8:35 PMAirlineGate Adjustment
    • Departure Gate Changed From A16 To A18
    Jul 1111:35 PM7:35 PM8:35 PMFAATime Adjustment
    • Estimated Runway Departure Changed From 07/11/11 10:05 PM To 07/11/11 10:11 PM
    • Estimated Runway Arrival Changed From 07/12/11 08:11 AM To 07/12/11 08:30 AM
    Jul 121:02 AM9:02 PM10:02 PMAirlineTime Adjustment
    • Estimated Gate Arrival Changed To 07/12/11 08:45 AM
    Jul 122:00 AM10:00 PM11:00 PMAirlineTime Adjustment
    • Estimated Gate Departure Changed To 07/11/11 10:15 PM
    • Estimated Gate Arrival Changed From 07/12/11 08:45 AM To 07/12/11 09:07 AM
    Jul 122:18 AM10:18 PM11:18 PMAirlineTime Adjustment
    • Estimated Gate Departure Changed From 07/11/11 10:15 PM To 07/11/11 10:30 PM
    • Estimated Gate Arrival Changed From 07/12/11 09:07 AM To 07/12/11 09:20 AM
    Jul 122:36 AM10:36 PM11:36 PMAirlineTime Adjustment
    • Estimated Gate Departure Changed From 07/11/11 10:30 PM To 07/11/11 10:40 PM
    • Estimated Gate Arrival Changed From 07/12/11 09:20 AM To 07/12/11 09:30 AM
    Jul 122:50 AM10:50 PM11:50 PMAirlineTime Adjustment
    • Estimated Gate Departure Changed From 07/11/11 10:40 PM To 07/11/11 11:10 PM
    • Estimated Gate Arrival Changed From 07/12/11 09:30 AM To 07/12/11 09:54 AM
    Jul 123:31 AM11:31 PM12:31 AMAirlineTime Adjustment
    • Estimated Gate Departure Changed From 07/11/11 11:10 PM To 07/11/11 11:40 PM
    • Estimated Gate Arrival Changed From 07/12/11 09:54 AM To 07/12/11 10:29 AM
    Jul 123:45 AM11:45 PM12:45 AMAirlineSTATUS-Active
    • Actual Gate Departure Changed To 07/11/11 11:44 PM
    • Estimated Gate Arrival Changed From 07/12/11 10:29 AM To 07/12/11 10:33 AM
    • Status Changed From Scheduled To Active
    Jul 124:04 AM12:04 AM1:04 AMFAASTATUS-Flight Plan Filed
    • Estimated Runway Departure Changed From 07/11/11 10:11 PM To 07/12/11 12:00 AM
    • Estimated Runway Arrival Changed From 07/12/11 08:30 AM To 07/12/11 10:24 AM
    • Status Changed From Active To Scheduled
    Jul 124:05 AM12:05 AM1:05 AMFAASTATUS-Active
    • Actual Runway Departure Changed To 07/12/11 12:00 AM
    • Status Changed From Scheduled To Active
    Jul 124:12 AM12:12 AM1:12 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 10:24 AM To 07/12/11 11:21 AM
    Jul 124:17 AM12:17 AM1:17 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 11:21 AM To 07/12/11 11:16 AM
    Jul 124:27 AM12:27 AM1:27 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 11:16 AM To 07/12/11 11:14 AM
    Jul 124:29 AM12:29 AM1:29 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 11:14 AM To 07/12/11 11:13 AM
    Jul 124:30 AM12:30 AM1:30 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 11:13 AM To 07/12/11 11:14 AM
    Jul 124:52 AM12:52 AM1:52 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 11:14 AM To 07/12/11 11:15 AM
    Jul 124:55 AM12:55 AM1:55 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 11:15 AM To 07/12/11 11:12 AM
    Jul 124:57 AM12:57 AM1:57 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 11:12 AM To 07/12/11 11:13 AM
    Jul 125:02 AM1:02 AM2:02 AMFAASTATUS-Redirected
    • Estimated Runway Arrival Changed From 07/12/11 11:13 AM To 07/12/11 01:56 AM
    • Status Changed From Active To Redirected
    Jul 125:02 AM1:02 AM2:02 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 01:56 AM To 07/12/11 11:13 AM
    Jul 125:03 AM1:03 AM2:03 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 11:13 AM To 07/12/11 01:56 AM
    Jul 125:05 AM1:05 AM2:05 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 01:56 AM To 07/12/11 01:54 AM
    Jul 125:06 AM1:06 AM2:06 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 01:54 AM To 07/12/11 01:57 AM
    Jul 125:17 AM1:17 AM2:17 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 01:57 AM To 07/12/11 02:02 AM
    Jul 125:20 AM1:20 AM2:20 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 02:02 AM To 07/12/11 02:05 AM
    Jul 125:35 AM1:35 AM2:35 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 02:05 AM To 07/12/11 02:06 AM
    Jul 126:05 AM2:05 AM3:05 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 02:06 AM To 07/12/11 02:03 AM
    Jul 126:08 AM2:08 AM3:08 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 02:03 AM To 07/12/11 02:04 AM
    Jul 126:22 AM2:22 AM3:22 AMFAATime Adjustment
    • Estimated Runway Arrival Changed From 07/12/11 02:04 AM To 07/12/11 02:01 AM
    Jul 126:54 AM2:54 AM3:54 AMFAASTATUS-Diverted
    • Actual Runway Arrival Changed To 07/12/11 02:46 AM
    • Status Changed From Redirected To Diverted
    Jul 1211:03 AM7:03 AM8:03 AMAirlineTime Adjustment
    • Actual Gate Departure Changed From 07/11/11 11:44 PM To 07/12/11 05:18 AM
    • Actual Runway Departure Changed From 07/12/11 12:00 AM To 07/12/11 05:39 AM
    • Estimated Gate Departure Changed From 07/11/11 11:40 PM To 07/12/11 05:15 AM
    • Estimated Gate Arrival Changed From 07/12/11 10:33 AM To 07/12/11 04:16 PM
    Jul 1211:03 AM7:03 AM8:03 AMAirlineGate Adjustment
    • Departure Gate Changed From A18 To A12
    Jul 126:16 PM2:16 PM3:16 PMAirlineTime Adjustment
    • Estimated Gate Arrival Changed From 07/12/11 04:16 PM To 07/12/11 04:01 PM
    Jul 127:05 PM3:05 PM4:05 PMAirlineSTATUS-Landed
    • Actual Runway Arrival Changed From 07/12/11 02:46 AM To 07/12/11 03:53 PM
    • Actual Gate Arrival Changed To 07/12/11 04:00 PM
    • Status Changed From Diverted To Landed
    So, the cabin crew were doing everything they could to be helpful, including cleaning lavatories when disgruntled passengers trashed them. During the wait the information from FlightStats was all we had. DL gave conflicting information and inaccurate information constantly including posting gate changes and rescinding them.

    DL gave everyone a coupon for a credit voucher of $100. I paid $4706.10 each for the business class tickets of my spouse and myself and I am Diamond also.

    Is $100 fair compensation for this? Should I ask for something else? If so, what?
     
  2. Gargoyle
    Original Member

    Gargoyle Milepoint Guide

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    They owe you 10,000 Milepoint Likes.
    :) :D :p
     
  3. jbcarioca
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    jbcarioca Gold Member

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    That makes perfect sense but I still would be not nearly so well-liked as you are, Gargoyle!
     
  4. viguera
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    viguera Gold Member

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    $4,706 each for 2 seats and they offer you $200 total? No I don't think that's appropriate compensation.

    I'd draft the longest letter you can possibly imagine and mention how me and my spouse were inconvenienced, how you understand that things happen but you expect better treatment and communication, especially considering how much you paid for the seats, that you had things to do, etc.

    I'd imagine that the least they can do is offer you enough miles for you to take the same flight in the same cabin. I don't think that's anywhere near unreasonable, all things considered.
     
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  5. harvson3

    harvson3 Silver Member

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    I think the important context for compensation and for your letter to Anderson at Delta is how inconvenienced you were by all these changes. For example, did you have lounge access in MIA, did you arrive late for an important engagement, did this fatigue you much more than you have been otherwise, etc.?

    I flew a MIA-LPB flight that was hit by lightning and had to return to MIA. Resulted in a three-hour delay in MIA, a three-hour detour to VVI first, and a later compensation of 12,000 miles from AA. And that was in Y. You should expect more.
     
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  6. jmrich1432
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    jmrich1432 Silver Member

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    I agree that you should write and that the compensation was not appropriate. However, based on your OP and the way the information made my eyes roll back into my head, maybe you should try to NOT write the longest letter you can possibly imagine. :D

    Sorry you had to go through all that! Regardless of lounge access, etc, it's a PITA to be shuttled around and misled. Good luck, keep us updated with the compensation!
     
  7. viguera
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    viguera Gold Member

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    I received 20k miles from Delta for a 5 hour delay out of JFK a couple of years back -- didn't arrive at MIA until 3AM. I sent them a "nice but stern" letter explaining to them how I was doing a short leisure trip and the entire ordeal made me miss a dinner meeting and arrived much later than anticipated, which inconvenienced me, everyone involved, the hotel, limo driver, the works.

    Dramatic, but you only think it's too much after the fact. While you're at the airport / in the plane you just feel like punching somebody in the throat. :)
     
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  8. TravelerRob
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    TravelerRob Silver Member

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    OP has already drafted the longest MP post I've seen yet :)

    I think the OP might squeeze out a few more hundreds in vouchers but that's about it. Delays happen, returns to original airports, happen, etc.

    Maybe the OP should be thankful that his/her flight even left after the volcanic ash issues they've had in South America recently with some Brazil/Argentina flights being cancelled completely.

    BTW OP - you state in your post that the crew said you were returning to ATL due to Comms issues. Yet your post says you went to MIA? I don't think MIA would have a pilot crew or plane waiting for you guys there unless they flew one down from ATL which makes little sense.

    -RM
     
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  9. viguera
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    viguera Gold Member

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    Well delays happen, but if your flight was supposed to arrive at 8AM and it lands at 4pm, plus another hour wait for your luggage, you'd be unhappy about it too. I don't think they would offer compensation in the form of money to equal the inconvenience, but I would certainly expect a truckload of miles for my trouble.
     
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  10. jmrich1432
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    jmrich1432 Silver Member

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    It sounds like the issues all came from equipment, I would be sure to mention that in my letter. Delta has always been quick to offer me what I consider a "fair" amount for delays like this (equipment issues resulting in significant delays or cancellation).
     
  11. HaveMilesWillTravel
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    HaveMilesWillTravel Gold Member

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    United gave me and my three family members $800 in vouchers (based on status either $250 or $150) for a 2 1/2 hour delay at HNL while they were trying to figure out some cargo loading issue. During that time we sat comfortably onboard the newly configured 747 in business class seats and were watching movies.

    And in March United sent me and my wife $250 in vouchers each for the "inconvenience" of having been on one of the diverted flights that was inbound to NRT when the massive quake hit Japan.

    I felt that the first comp was too high relative to the inconvenience (we had paid $399 for the economy ticket and received free upgrades) and the second one unwarranted considering the situation.

    In your case, I think the compensation is too low and approaching the "insult" level.
     
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  12. sobore
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    sobore Gold Member

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    This seems about right!

    [​IMG][​IMG]
     
  13. viguera
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    viguera Gold Member

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    My understanding is that Cleveland was going to be replaced by Randy. :)
     
  14. DeltaExpert
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    DeltaExpert Gold Member

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    I'm sorry for your horrible experience. How late were you for reaching your destination? What's your elite level on Delta? I would say 25,000 skymiles each or $250 voucher each in addition to what you have received.
     
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  15. jbcarioca
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    jbcarioca Gold Member

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    1) 440 minutes late. I missed a client pitch that may have cost my firm a $3 million contract. That remains to be seen.
    2) I am Diamond Medallion. My spouse is AF Gold.
     
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  16. DeltaExpert
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    DeltaExpert Gold Member

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    Please let us know what the final outcome is to this and what Delta offers.
     
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  17. TravelerRob
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    TravelerRob Silver Member

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    Sure. I'm not denying I wouldn't be mad...or most people in that situation wouldn't be mad. I'm saying that delays happen and this entitlement era we've hit of "I demand 1 million miles" <pinky up to mouth, Dr. Evil style> is unsustainable.

    I don't think $100 is fair but I do think the OP could get some more vouchers or miles for their troubles.

    Bummer about the potential $3M contract. Someone will ask - so I might as well - why leave it to chance that you would only arrive on the day of your meeting? Maybe the contract isn't that valuable to the company. No conjecture...just wondering.

    -RM
     
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  18. NYBanker
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    NYBanker Gold Member

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    A more appropriate compensation would look like this...
    [​IMG]
     
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  19. harvson3

    harvson3 Silver Member

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    Those might be pretty hard to deposit/use in Brazil.
     
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  20. jbcarioca
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    jbcarioca Gold Member

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    Could be, but I do have US accounts and I am in the US at least once per month, so I'll manage:D Of course we cannot expect that DL will do that!
     
  21. RedTape
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    RedTape Silver Member

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    A couple of years ago I had a JFK-SEA flight divert to DEN because of a mechanical issue. We were given a new aircraft and then of course the crew timed out, so we were all schlepped off to a hotel, and reboarded in the morning with a new crew. Upon deplaning we were met and each given a (form) apology letter (though individually addressed), and a voucher for $150 (12 hour delay). That as a baseline, then I would agree that perhaps you should have received more than just $100 each.

    That said, I think when these things do happen, people tend to ask for and expect too much. I'm not sure what just right is for such a delay fiasco but I think that $500 would be about the right ball park. Yes, it was a pain in the backside (can I say "ass" here?), but you did get to your destination, albeit not as timely (8 hours late?) or as comfortably as you would have wanted to, but at least they didn't downgrade you when they swapped out the aircraft.

    (I know the above won't necessarily be popular).
     
  22. jbcarioca
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    jbcarioca Gold Member

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    I do agree with your perspective. The perplexing thing for me is to reconcile whether the $100 DL gave for all passengers is still appropriate when I have paid four times the average fare on the aircraft and have Diamond for me, FB Gold for my spouse. I do think the owe more, but doubt the 100,000 miles each for a free RT GIG-ATL will be in the cards. I certainly would not mind a healthy batch of EQM though.
     
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  23. HaveMilesWillTravel
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    HaveMilesWillTravel Gold Member

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    Popular wih me at least.
     
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  24. IT GETS BETTER! I chose to terminate the flight on Tuesday morning so I could work in the airport and fly down that night. Tusday night, 7/12/11, the flight took off more than an hour late and excitement began almost immediately. There were people running in an out of the cockpit for a half hour and finally we settled into the flight. We ate dinner and then all laid back to sleep. Around 5:30 EST, the pilot comes on and says ladies and gentlement I need for you to wake up please. We are about an hour out of.....Atlanta. While you were sleeping we lost a critical instrument and the weather conditions are such in both Rio and Sau Paulo that we decided that it was best to return to Atlanta where the conditions are fine for landing without the instrument.

    Two nights in a row the flight was returned to Atlanta and my business class ticket was nearly $9,000. I chose to permanently terminate this flight and returned home where, to my surprise, not really, my luggage was still sitting in Rio from the Monday night flight. I have discovered that they used the same aircraft both nights.....
     
  25. jbcarioca
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    jbcarioca Gold Member

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    Wow! That is even odder. When we left ATL the second time the J cabin was less than half full because a number of people had terminated. When the airplane was changed for the continuation of the flight on the 11th they must have used that aircraft for the flight on the 12th, and still had not successfully made the repair. Bizarre! Your luggage must have been transferred to the flight that actually went with me in it. :confused:
     

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