Another Airline Loses My Business!
My mother returned from India on Tuesday reaching Cincinnati, Ohio at around 6 pm Eastern Standard Time (EST). What time was she suppose to arrive from Frankfurt, Germany? 
3 pm EST. Why was her plane three hours late that caused her to miss her flight to Chicago? Read on. 
So as you might have read my post on my extremely horrible experience with Air India, now we have another airline that my family will never travel on again. Which airline is that? Delta that is based out of Atlanta, Georgia in USA. So here’s the story and be amazed.
My mother, a lady in her late 50s, was traveling by herself from Mumbai to Chicago on Tuesday February 15th. Now she reaches Mumbai International Airport with some of my relatives such as Lalit Mama and my cousin Rishabh all standing outside making sure that Mumma has no problem with her baggage check in. From what I understood, Mumma had talked to our family travel agent who we bought her ticket from as well as Delta themselves and found out prior to the flight that there is no weight limit on baggage, just a size limit. Ok that’s possible many airlines have done that such as KLM, so it could be true. So Mumma had two big bags that she was going to check-in and two hand luggage. She had also a carrom board with her, at this moment, I am not sure if that was one of the hand luggage or by itself :eyebrow:, but I will update this post when I get home tomorrow evening.
So she gets into the airport and a porter comes and says that he will take her bags up to the check-in, and Mumma, I guess, agrees. Then the porter asks for money, Mumma gives him Rs. 25 but I guess he wasn’t satisfied and begins to persuade her for more money. Then another porter joins in and asks for money from her as well, even though, he didn’t do anything. So Mumma refuses and goes on into the line. Finally when her turn comes up, the manager on duty was one of the two people helping with the baggage check-in. Mumma put one of her bags up and the manager said that it was overweight, and that she had to pay a fee. 
Ok, usually when this happens, they tell you to take stuff out of your bag and then put it back up until its in the weight limit. Hardly ever, unless if you do not want to lighten your bag, they will charge you a fee. Do you know how much money he asked for because of the overweight bag? Rs. 25,000. 
Do you know how much Mumma’s ticket cost? Rs. 22,000. 
Her bag was assumedly 12 kg overweight as said by the manager (but can we really believe him? ). Read on to why we might not believe him.
Now I don’t know about you, but I see this has a problem. First of all, no airline charges you that much for overweight of a bag. Second of all, who harasses a late 50s lady that is traveling by herself for money???? Third of all, who carries that amount of Rupees when you are going to the United States??????? Mumma told them that she will pay $100 and let it be. The manager and the other guy working left for a minute, came back, and told Mumma that it would have to be the Rs. 25000 only. At this time Mumma samaj gayi, paise khaa rahe hain (those guys were going to pocket the $$). So she refused again, and the manager said that he won’t give her a boarding pass until she pays.
We are now at the point where there is about 15 minutes until the plane is suppose to leave, and Mumma is still standing at the baggage check-in. The manager said that he would let the carrom board and the other bags to go through if Mumma paid the amount of money. Of course she isn’t going to, and she shouldn’t need to. So finally because they were getting late, they agreed to let her go if she lightens the bag. So Mumma gives up the carrom board, some new clothes that she got, and a box of sweets. Now how is she going to get this stuff to Lalit Mama??? Lalit Mama gets an entry pass so he can come into the airport but the security officer did not let him come close enough so that Mumma can give him the carrom board and other items. Finally after some persuasion, Lalit Mama made his way to Mumma so that he can take the items from her. 
Then she headed her way to the plane.
Now you would think she would have a good rest of the journey. Well, think again. She reached Frankfurt, Germany at around 5 am, and her next flight to Cincinnati was @ 11 am. So she the passed the six hours at the Frankfurt airport. Then she boarded the plane, and everything was fine, ready for takeoff, when they don’t take off. What happened? Right before takeoff, the pilots found out that there is some kind of mechanical problem. What???? So all of the passengers had already boarded the plane, and they sat there for three hours. Oh my god. This is horrible! Just think if they would have not found out about the mechanical problem then what would have happened????? That is just horrible to even think about.
Finally three hours later, they are off to Cincinnati. Now my Papa and Bhayia left early morning to pick her up at the airport in Cincinnati so that she wouldn’t have to take the next flight. Its a good thing that they did because she would have missed her Chicago flight. Nothing was going well for Mumma. 
She reached Cincinnati and was going through US Customs when the officer made her open her bags. She had listed on the Immigration paper that she had no gifts or whatever that you have to claim as duty. But for some reason, the officer wanted to open her bags and asked her how much stuff was worth. Mumma just said that she received them as gifts and she didn’t buy anything herself. After much talk, the officer let her go but said that to be careful next time because you can be charged a penalty for lying. 
Then she started her long trek to the gate where she would find Papa and Bhayia standing. She said it took forever and was so tired when she finally saw a glimpse of Bhayia. Now she is home and resting.
So what action am I going to take? Well, I already have. 
You know me, I can’t stay quiet, and I am going to be vocal about this horrible experience with an airline that we expected better service from. Papa had come on this same exact flight on January 27th and had no problems. I just don’t understand why anyone would harass a lady that is traveling by herself. So after getting the story from Mumma last night as they were traveling home from the airport (which is a five hour car drive), I called Delta right away.
I talked to a lady in Customer Support, gave her the info that I had, and she apologized and said that there is no penalty that high. She said that the best thing is to go to their website and send an email through their contact form and explain the issue. So I am going to gather all of the information, like ticket number, flight number, etc… and write up the email as well as a letter and send it to the headquarters of Delta in Atlanta, GA.
I don’t know what you guys think, but I was very upset with the ill behavior of Indians at the airport. What I think happened is this: Delta recently slashed their fares to half the price. Because of that, they most likely reduced the salaries of their employees. So now what are the Indian employees doing?? Pocketting a few thousands of rupees by harassing US citizens, who would have that kind of cash. Well, guess again because this family isn’t going to give it to you, and I hope that other Indian families don’t either!
So speaking my peace, DO NOT TRAVEL ON DELTA JUST BECAUSE OF THE PRICE if you want to avoid the harassment and the who knows what else!
My family has decided two things:
No longer will my parents travel alone. They will travel together or with my brother or me to avoid this situation. Most importantly, we will never travel on Delta. I will spend the extra $200-500 to go on Lufthansa, British Airways, Singapore Airlines, whatever else to be safe.
What a long post. I don’t even think anyone will read the whole thing!! 
If you do, let me know! 
Thanks for being so supportive.
Alvida. Jai Mata Di.
February 17th, 2005 at 1:24 am
phew i read the entire post :)
o well u kn what since they realised ur mom was alone n old they thot they could get money out of her ! Grrr
neways glad she is back home… recently even i blasted someone for poor service for which i was charged a BOMB amount…
am going to send the songs sooon… but hey i want u to listen to them also…
lunch time ! yuppie
what else is happn ? o i got ur mail i shall reply soon… had a few more questions :)
tc
February 17th, 2005 at 2:00 am
Air travel can be scary ?. And frustration when traveling alone? When I was traveling for first time along?what a nightmare ??. The flight kept getting delayed.. Spend 3 hour waiting and then ? after boarding?…. Made to sit inside the Flight for 1 hr coz there was some apparently technical problem ? it was frustrating?
Sahara airlines.. but good part they had this in-flight auction thingy which I won a powerware UPS hehehh worth 5000 for ..1100 buks ;):rotfl: which quite stupid.. coz most people bid for kitchenware and I was the only who bid for computer related stuff ;)
Yeah its always safer for parents to travel together or with someone?cousin etc or relative there so many unpredictable thing which may arise? otherwise
February 17th, 2005 at 9:35 am
babes…read the whole thing…and really upset and angry at the end of it…this cheap behavior is absolutely unjustified and u HAVE TO- HAVE TO stand by it and fight…its sick…absolutely SICK…hope auntys fine now…take care!
February 17th, 2005 at 9:41 am
Such a big post
Can anybody provide some summary Plzzzz
February 17th, 2005 at 9:44 am
LOL @ Ankur!! :)
February 17th, 2005 at 10:13 am
The summary is ‘Never Travel on Delta’…ha ha ha…hope that helps!!!
February 17th, 2005 at 10:21 am
Poonam…I don’t know what to say. But really, if you keep deciding not to travel by these airlines…. someday u r gonno be left with no choice. I have had terrible (& I mean real terrible) experiences with British, American & Northwest. I have always preferred Delta, coz’ they have so far provided me with best service. If you travel a lot (like me), you are bound to have a bad experience (at lease once) with all the airlines.
So my frustration level has now gone so far…that I don’t even think about these flight delays, etc. I myself have taken many actions against these airlines…but I don’t know if any financial re-imbursement or any apologies covers up for what you have to go through.
Anyways, I am glad your mom is back safe and sound.
February 17th, 2005 at 10:53 am
OMG I am NOT kidding this time but MY mom went with DElta airlines this time when she went to India too! SHe flew out of Atlanta!! the things we have in common. Shall be back with fullstory as am in class right now
February 17th, 2005 at 12:19 pm
The technical problem was just part of the problem Puneet that I was upset about. What was more upsetting is how they treated my mother at the airport with the manager of Delta asking for that outrageous fee. Now that I have proof that they don’t even have a rule like that, it makes me even more angrier.
Thanks Priya for being supportive!
I am glad that you think that I am doing the right thing because this is really not fair. Think that this just happened to my mother, how many other people might have also gone through this and ACTUALLY even paid them. So its really wrong. 
It seems that the Delhites do not like to read right Ankur and Manpreet?
Anyway, there is no summary other than the one Mannat provided which really isn’t the reason I wrote the post.
I don’t really agree with you Mannat and I will explain to you why. Not every airline is like Air India and Delta. I am also a frequent traveler around the world as well as domestic in the US and lately I have been having major problems. There is a reason for the difference in fares even when you are looking for flights to India and its due to mainly quality of service. I don’t believe that every airline is like Air India or Delta, and there are many other airlines that actually care for their customers. I know that Delta has filed for bankruptcy and they are trying to get back into the swing of things but you know what they were trying to do (corruption) basically at the Mumbai airport was wrong in all ways. They shouldn’t have done that to anyone and that’s why its important for me to not only voice my opinion but also as my choice, not give them my money or my business. Come on man, you don’t have to take that as a customer and there are better airlines out there that will give you what you pay for even if you pay $200-500 more. That’s my point. I would rather to have the peace of mind that my parents are safe and treatly well, then to send them into a dump like that. Soch soch ki baat hai.
February 17th, 2005 at 1:51 pm
Oh God!!, thats a loooooooong post. Did nt read all. But will try to follow ur suggestion. :)
February 17th, 2005 at 2:00 pm
Poonam…when I said that I have had problems with almost all the airlines?I meant it in terms of flight delays. Believe me, I have changed so many airlines in the past few years…but have experienced problems with all of them. Infact, like I said earlier, so far my experience with Delta was good…but after hearing your story, I am sure they go down the drain as well on my list.
As far as the policy of demanding money at the airports is considered…I think that happens only in India. I have had luggage weight problems many times in US, and all they ask is to take some stuff out, or pay the fees (which is always fixed - like you see on these airline?s websites). The problem of corruption happens only in India…and it’s with the workers of all the airlines. ‘Table ke neeche se paisa lena’ is so common. I am amazed that they asked for 25K…himmat hai unki!! Usually I get away with $100 (which I think is reasonable).
My worst experience has been with United here in US. I had gone to NY, and when I reached there my luggage was soaked in water. I just picked it up and went to my hotel. I was so tired that I slept as soon as I checked in. I woke up in the middle of the night and had to change. When I opened my luggage all the clothes and all my stuff was wet. I know I should have checked this at the airport itself…but since I was so tired…I hoped that the inside of the bag was going to be dry. I was so furious. I had gone to NY for a wedding (which was the next morning) and my clothes were soaked in water…and my makeup was all over the clothes. I called United and they said that all they could do is that if I went to the airport, they could get my clothes dry-cleaned. Could you even imagine? It was 2:00 am and the airport was 70 miles from where I was staying?the story is long?but I guess you could imagine what I went through?
February 17th, 2005 at 2:20 pm
Yep its a long post Govind and one of the reasons that I wrote it out is to gather my thoughts prior to writing the huge email/letter that I write to Delta.
Well Mannat, the flight delays wasn’t my major concern in the first place. Delays happen yes, and that’s fine. My first main concern was the ill treatment received at the Mumbai airport. My second concern was that it took them SO long to find out abt. that mechanical problem in the plane in Germany. Its hard to imagine what it would have been like if they would have found out that mechanical problem after takeoff.
I don’t care how bad corruption is, I really don’t, but what I do care to know is that are Indians that bhuka for money that they are harassing a 50 year old deshwaasi with currency that she wouldn’t even be taking along on her flight?????
It is really out of my comprehension that an American based company doesn’t know what their worldwide employees are doing (and I really don’t think they do). It is quite necessary to open their eyes and let them see what kind of name they are making of their company in other countries. It is indeed to note that my mother did tell them to take $100 and be over with it, but they refused. You mention how corruption happens in the Mumbai airport, but then why are not all of the airlines doing what Delta did? If that would start happening then no one would travel through Mumbai! So indeed this was just a Delta problem, and maybe one or two other airlines…who knows.
Seriously, I am very upset to hear that with such a BOOMING economy in India, people are still acting this way. My reasoning to why they might have done is explained that Delta hasn’t been doing really well and they might have slashed the salaries of those employees, in which I am blaming the company, and that’s why I am writing my complaint email/letter.
Its too bad what happened with you and United but you should have also written a letter/email. Let me tell you complaining does help and someone does read your complaint. Its necessary to put your foot down and not take it as a consumer. When you put in that much money for a flight (or anything in that matter), you really should receive what you paid for, and let me tell you, having all your clothes soaked and in makeup or being harassed for $$ is not what you or I paid for.
February 17th, 2005 at 2:48 pm
Poonam…I did write a letter…and believe me, when it comes to complaints or praises…I always make it a point to make the companies aware and give them the necessary feedback.
I am not saying that you should not write a letter - infact you really should. It’s a MUST!! All I am saying is that in the past couple of years, most of the airlines have incurred huge loses and have undergone structural changes that this all has impacted them in a negative way. Earlier when I had to go to a place that was 5-6 hrs away, I would fly…but now…I would rather drive…it’s faster and I don’t have to go through problems like baggage lose, etc.
Oh well…good luck with the action that you are going to take against Delta.
February 17th, 2005 at 8:17 pm
I never get bored reading your posting, although it’s long … even I think this posting is not too long
The way you write made me curious 
oh my gosh, I can’t believe that it happened to your mumma. Honestly, I really hate some of those people in the check-in counter, airport, etc Sometimes they just do whatever they want, just because we have no choice. Your mumma is brilliant, she shouldn’t pay 25000 rupees, what the hell … unbelieveable ! Thanks God that the pilot found out there was something wrong with the plane before taking off. Sometimes it’s really scary .. flying by plane is always scary I think … because we never know what will happen.
I really agree with what you do … I will definately do the same thing. If I am not satisfied with the service usually I just complain it :D Sometimes in the restaurant, I asked them to call the manager and talk with them
Because when it’s related to service, you must really give a good service. If you don’t get good service, I think it’s your right to complain and get the better one.
February 18th, 2005 at 9:30 am
Finally read your whole post :) Yeah.. these chaps are sick!! really sick!! should be taugh a lesson. You MUST take some action. Koi to sunega!!
BTW, just wondering yeh sirf mumbai airport pe kyon hua? ;)
February 19th, 2005 at 9:13 am
Thanks for the support Mona!
It was just a horrible experience that happened with Mumma. It is necessary to speak your mind and make a complaint because only then something will get changed (and things do get changed). I agree with you, even when I am @ the restaurant or some place, I request to talk to the manager if the quality of food or something else is not good. 
Waise Manpreet it might also happen in Delhi’s airport but I have never traveled through Delhi’s airport to the USA (neither does my family because we hardly stay there so Mumbai is always more convenient). But I bet this corruption and all happens in all airports in India.
February 20th, 2005 at 10:33 am
I have experienced it in Delhi…so I think it happens almost everywhere in India:yes:
February 27th, 2005 at 6:34 pm
Hi Poonam,
This is first post from my side and that too be quite late. I am surprise that for US, when we have weight limit 60-70 Kg, we try to bring extra luggage. As I am in Germany, and quite often go to india and every time, I take different airlines so according to me, we should restrict ourselves for weight. You may not know that but for europe we have only 20+5 kg limit and only in some case we get 30+8 kg. I know that if you have extra luggage its really really expensive and do lots of struggle to get extra 5 Kg.
So u can imagine, how we people manage the stuff.
Any way belated birthday for Neeraj. I came to know your website before your marriage and after that I was busy with writing my thesis so could not wish for your marriage. So this Wish you the same.
By the way, all airlines in USA are like that, except AA. Last year I travelled by US airways from frankfurt to San-Francisco and til charlate airport flight was really good but after that it was really bad experience (mumbai local bus is better).
Any way so all the airlines are more and less are fine if you dont have extra luggage.
Have a nice time and enjoy:razz:
thanks
Neeraj
February 28th, 2005 at 10:12 pm
Thanks for the wishes for Neeraj’s birthday and second, don’t worry, my Neeraj and I are not married yet..so you are not late on the wishes.
We are waiting on his sister to get married prior to announcing our own wedding date.
Now to your comment abt. the airlines. I do know about the restrictions in Europe abt. the weight. I don’t think that was the major problem here but more that they wanted to harass my mother so that they could squirt some money out of her. I think it really depends on the airlines. The weight limit is the same on all airlines..i believe its an international rule..but i think that the people standing at mumbai airport were quite rude to my mother…and that’s what went wrong. If my mother had my father with her during that time…she might have not been harassed like she was.
Thanks for your comment. Keep coming back.