O DELTA CUSTOMER CARE.
On May 5th 2009 my wife and I bought ticket to travel to Accra Ghana on July 18th 2009 but unfortunately we got sick and could not travel as planned. We contact delta customer service and reschedule our travelling date to July 20th 2009 with hope that we will be able to travel on that day. When we contact delta customer service center we ware told to bring Doctors note to delta ticket counter in order for delta to reimburse us $250 surcharge for penalty. I went to Toronto Person air port and present the Doctors note and also my wife credit card so we can get our money back ( I spoke to the supervisor called Jonathan) and he help to re-schedule me for July 23rd as my wife had got sick that she can not travel anymore.
When I got home I called to make sure that my oxygen has been booked for July the 23rd but I was told I am not on schedule to travel on July 23rd 2009 and no ticket has been booked on my behalf yet. And beside that, there is no record of Doctors note and credit card verification information on my file. I demand to speak to supervisor instant and I told her it took me one hour to travel from Hamilton to Toronto and she figure out my plight and contact delta office in Toronto Pearson Air Port right away and behold he got in touch with the Jonathan the supervisor I saw earlier on and she asked him to update my file right away. Our file was updated with credit card verification and doctor note but we have not been received penalty charge to our credit card for $500.
Secondly on July 23rd 2009. I checked in at JFK air port and checked for flight number 166 which is scheduled to depart JFK at 5:25pm and arrived at Accra Ghana at 8:30am on July 24th. We were on board at 6:10pm until 8:15pm and we were told, there are some mechanical problems and we need to get off and we will be call and board the flight again. We where called to board the flight again at 10:47pm and we stay on board until 11:38 we were told the flight has to go to Atlanta for a new crew who will be taken us to Accra. The flight departs from JFK at 11:45pm and we arrived in Atlanta at 2:04am. The crew left us and new crew came on board. We stood on the ground for 2 hours and 20 minutes and around 4:20am the passengers became very upsets and confronted the crew members. The pilot claim he has no clue were he suppose to fly us to, he further on claim, he was just called to the air port. We were treated like criminal and police were called on board for reason I don't know, finally we were told we are not leaving for Accra but we will fly out from Atlanta at 2pm on July 24th 2009, voucher of $7:00 were issued for breakfast and $8:00 for lunch plus voucher for hotel at that time it was almost 5am in the morning so most passengers decided to sleep at the air port.
As an oxygen patient I made it to the hotel take shower and made my way back to the air port with my oxygen tank as soon as possible. I arrived at the air port around 11:10am and asked for assistance. I was given wheel chair but my oxygen run out and could not breathe well. I Spoke to the young lady at the check in counter which I was later told her name is P Rivera but she told me she is busy and can not help me out. Finally I get so sick that Ambulance need to be call for me and with the help of the crew member from the ambulance an oxygen was administrate to me and I was able to breath better the supervisor on the floor was called to my aid to help me out and she was helpful by speeding me through the security check point. As I have no energy my hand luggage was taken from me and it was checked to Accra.
We arrived in Accra at 6:10am on July 25th and I went to claim my bag behold my hand luggage that contain my medication did not show up and I was told it has been given to KLM in Atlanta and it will arrive in Accra at 8pm on July 25th 2009 so I have to leave and come back at night or the following morning and claim my bag. It was very difficult for me because the bag contain all my medications which I need to take them right away. I am survivor of two time heart attack person I leave it on your own judgment. And I have to leave for Takoradi 6 to 7 hours drive from Accra on the western part of Ghana. I find my self a hotel in Accra just to wait on my medications I paid $250 USD Lucky I got the bag with my medication in it at 9:30pm
I got sick to the extent that my family doctor was called and he asked me to leave Ghana as soon as possible. Then again I went to delta office in Accra and they would not accept the doctor's note from my doctor and demand I had to see doctor in Accra. I went to see Dr Adu in Accra SSNIT Hospital and she communicate with my family doctor and note was issued to me to give to delta in Accra. I was promised I can leave Accra on July 30th and my oxygen will be on board with now issues and if there is one I would be called to avoid making a trip to the air port.
Only July 30th 2009 I arrived at Kotoka international air port at 8am checked in around 10am as I was sitting down waiting to board the flight, I was informed that my oxygen is not on board and I can't fly out from Accra. I was treated like a trash but lucky enough I round into supervisor name Hanna or (Sara) and she took care of me and found me a place to stay for the night. I have booked a flight with air Canada to go to Canada to see my specialist on July 31st 2008 and I had to leave at Newark air port at 2:30pm but do to the delay by delta I can not make up to catch my flight so explain it to Hanna or (Sera) and she told me she will take care of my flight to Toronto so I need not worry. With promised.
When I arrived at JFK around 5:45pm I was handed over to a young lady at the gate and she speed me through the immigration but after I could not find here anymore. I went to delta ticket counter but no one was helpful to me and beholds I round to the same lady that escort me through the immigration again. She was surprise to see me still hanging around so she walk me into one of the supervisor and demand his help this Gentile man took my pass-port and ticket and have me wait for an hour, he later came up to me and told me I had to go and deal with air Canada but not delta. I told him please I have been promised and I knew what I am talking about but still he refused to help me and told me to leave. (I am going back to jfk and get you this Gentleman name) I stay at the air port until 11pm and I had to go and find a place to stay and find my way to Toronto.
At 5am on August 1, 2009 I made phone called to delta customer service at 1 800 241-4141 and narrate my story to the gentleman that answer the phone and he told me you were booked yesterday to fly out of JFK to Toronto and I don't know why they have to treat you like that. He had me on hold for a while and handed me to supervisor on the line to talk to me and he offer to book me a flight to Toronto at 7:30pm on August 1, 2009. I declined it but after I checked my e-mail I saw the bookings and I phoned your office to cancel it. Because I have already bought a ticket to Toronto.
I am leaving this on your hand to deal with it before I take my further action.
Thanks
Yours truly,
Theophilus Edusei.
Cc Dr Richard Goldberg
Cc Norman Paul
Cc Delta Cooperate office
Theo Edusei
(212) 356-5272
