Love for Delta Airlines

It's no secret to those who know us that we love Southwest Airlines and they love us back pretty good. We started flying Southwest years ago because of their outstanding service towards Kellisa and really the whole family. I lost track of how many segments Kellisa has flown long ago, but it's safe to say she's flown Southwest at least 400 if not 500 times and they've never let us down. Not even once in all those years and flights. If anything, they've gone beyond too many times to count.

But, this post is really about Delta Airlines. I fly Delta a decent amount for work, enough to where I get seat upgrades on probably 50% of my flights, but far from their top frequent flyer status. The most I've ever flown Delta in one year is 80 something segments. Kellisa flew Delta a few times when she was little without incident, but until recently, there was a gap of probably close to 15 years between flights. 

Flash forward to June 2019, we are working on our book and had a need to fly Delta. I booked two seats together in Economy Class as close to the front of the plane as possible, row 11. Delta allowed us to board early which is always appreciated and I requested a transfer to an aisle chair because it's too hard to carry Kellisa back to the 11th row. 

As I handed the gate agent my ticket, I heard the familiar sound of being upgraded with the printing of a new ticket. I need to sit next to Kellisa and was just about to start explaining our situation when Kellisa's ticket was scanned and she also received an upgrade. Just like that, we were both upgraded. We don't need first-class, but it sure was nice and easier than row 11. On our second flight, we were upgraded again, this time from row 22. 

Besides upgrading our seats, the gate agent also gave us a really cool tag (picture below) for Kellisa's wheelchair.

In the end, we can't speak highly enough about Delta and look forward to flying them again in the future. In fact, shortly after returning from this trip, we booked another trip on Delta!

Southwest Airlines Customer Service

Thursday, November 24, 2011

Flight: 2890

Depart Jacksonville at 1:10pm

Arrive Baltimore at 3:00pm

Flight: 270

Depart Baltimore at 3:50pm

Arrive Pittsburgh at 4:50pm 

A 50 minute connection between flights is pushing it when you are traveling with a wheelchair. We usually pick non-stop flights or itineraries with longer layovers, but since this was Thanksgiving and we booked only 9 days earlier, this was our best option. We made it through security without any issues or the bomb squad being called. The plane was boarded, the door closed and the plane started to back up for an on time departure. Just beyond the gate, the plane came to a stop for approximately 5 minutes before returning to the gate. The flight attendants immediately opened the door. I knew this was trouble because a plane never returns to the gate and reopens the door for a minor issue or a late passenger.

After several minutes, the captain announced that the ground crew had found a bolt under our plane. He went on to explain that it would take some time to figure out where the bolt came from and if it could be repaired. Every seat was taken and everyone was a little more anxious than on your average flight because it was a holiday. Once it got to an hour, I knew there was no way we were going to make our connection. I was sitting there trying to think of our options while watching the kids and listening to other passengers complain.

Being from Chicago, I can remember American Airlines Flight 191. 32 years after the crash and it's still the deadliest airplane crash on American soil. A missing bolt was determined to be the cause. It was hard keeping this information to myself as I tried to figure out a new plan. A couple of passengers did grab their bags and leave the airplane.

I was thinking our intended flight was the last for the day from Baltimore to Pittsburgh. I had just decided that we should get off the plane and head home and try again the next day. I wasn't too worried about the bolt, I assumed the pilots didn't want to die and would get it right. I was thinking it would be more inconvenient to be stuck in Baltimore for the night. We wouldn't get our bags and we checked the wheelchair all the way to Pittsburgh. It would be a difficult night to be stranded and I figured it was better to be at home to regroup.

It was now 90 minutes past our departure time and I was just standing up to start getting off the plane when the captain gave an update. He announced that the bolt was not from the airplane. He said the bolt had a part number that did not exist in the manual. The pilot even took pictures and sent them to headquarters. Boeing was even consulted and everyone was in agreement that the bolt came from another source. The last part of the announcement informed passengers that it would be at least another 20 minutes before we pushed back from the gate because of paperwork.

Immediately after the update, a Southwest Representative boarded the plane and gave status updates on every one's connections. The very first was Pittsburgh and she said they would hold the plane and that all Pittsburgh passengers would have to hurry to catch the flight. After all the updates, I explained to the representative that Kellisa couldn't walk and there was no way we could be fast. In addition, I assumed the flight would also be sold out and already boarded by the time we got to the plane, if we even made it in time. With that in mind, I explained that four middle seats scattered all over the plane would be waiting for us and with a 2 year old and Kellisa, that would not work for us and our situation.

In case you don't know, Southwest boards disabled passengers and those faking disabilities first because they have an open seating policy. Usually this works great for us and is one of the main reasons we only fly Southwest. However, in this case, it would work against us.

The representative listened and told me she would call Pittsburgh and take care of everything. I did not know what that meant, but I had confidence that it would all work out because she told me not to worry.

I fly Southwest almost exclusively for my job, 100+ flights every year for years because of how they have always treated Kellisa. Kellisa flies over 20 times a year and Kellisa has flown over 150 times in her life. It's been over six years since Kellisa flew on another airline, so most of her flights have been on Southwest and we have never had one complaint about how they handle and treat Kellisa! Most other airlines are not as friendly towards passengers with disabilities.

One example: we were flying back to Chicago for Kellisa's birthday party one year and had to postpone the trip because Kellisa needed emergency brain surgery and would be in the hospital. I called to rebook and even had a note from the doctor if needed. OK, I will rat out the airline. Northwest explained that emergency brain surgery wasn't a good enough excuse to change our flight and we would be charged more to make the changes than the original ticket prices. I went up the ladder and every supervisor gave me the same answer. This was additional stress that I didn't need with Kellisa in the hospital and we ended up losing $600 because there was no way for us to keep our original itinerary. Needless to say, we've never flown Northwest again.

We arrived in Baltimore and made our way to the Pittsburgh flight with Kellisa in an airport wheelchair that Southwest had waiting at our gate. Of course, it was in the A Terminal and we arrived in the B Terminal. As we approached the gate, we had the feeling that they knew we were coming and before we could say anything, the Southwest Gate Agent informed us that he had saved three seats in the first row and one right behind in the second row for us. It was an awesome feeling to be taken care of so well in this day and age of customer-no-service. Relieved, I settled in the middle seat between the two kids and Lisa took the 2nd row seat. Thankfully, this flight was uneventful.

This is just one example of how great Southwest Airlines treats their customers, especially those with disabilities. Other reasons, but not the only ones I/we only travel Southwest: I fly enough to earn a companion pass (that means Kellisa flies free every time because she is with me), 2 bags per person can be checked for free, Southwest never charges a change fee (and with our schedules, we change most of our planned trips at least once) and if you cancel a flight, Southwest lets you apply 100% of the original ticket cost to another flight (as long as it's within 12 months).