Please understand that my bloggyness here doesn't come from anger or bitterness. Just a little lingering frustration. And for those of you who haven't gotten the details and asked I figured I would oblige. And please keep in mind my last experience with Delta with our Uganda team last May was ridiculous and I was told by a Supervisor "I'm not Delta, I am just an employee of Delta." I was just looking for some common sense. I didn't find it that day. Sorry.
Let's take a little trip to the airport.
I am going to see my Booty aka Faith Elizabeth in Mansfield, TX. I typically fly Southwest out of Birmingham to Dallas Love Field. I can usually get a pretty "cheap" flight and the flight attendants usually crack me up. I decided not to on this trip so I could claim some KLM miles since Delta is a skypartner with KLM.
My flight was set to leave at 2:53 Atlanta time. Somehow I did the clock math wrong and got slowed down on I-85 (no, i did not get a ticket- it was slow traffic). I was gonna miss my flight. Not good.
Oh wait, back up to 6:30am when I discovered at work that morning when I tried to check in-I gotta pay twenty five bucks to check a bag! Whut!? I didn't have my debit card in my pocket so I had to defer to when I arrived at ATL.
I arrive at ATL, park 3 rows from the very back of parking and all but run to the ticket area. It is more crowded than I have ever seen. But no worries I am gonna kiosk check in. Checked in. My flight is delayed an hour so Sweet! My first prayer to not miss my flight has been answered!! Now to drop off my bag. Oh. My. Goodness. There are only 6 people to check all us kiosk people's bags in? For all the folks flying Delta. Whut!? Get in line and wait. Nice Delta guy. But Zero umph and visual motivation to get anything done in a timely manner.
K. Bag dropped off. Head to security. Oh glory. The security line is backed up into the rotunda. For those of you not familiar with the ATL- that is a long line. There were four. Turns out they morph into 2 lines. I get in the line and let me tell ya- we did not stop ONCE. TSA agents telling us where to go, what to do, how ya doing, where ya going, have a great day ma'am. So helpful and nice. And I am serious. i was smiling after talking with Daniel from Philadelphia who was just in ATL to help out for a few weeks for TSA.
Grab some water, some amazing granola type mix for lunch and hunker down on the floor to wait for our plane. Turns out the FAA was having radar issues on the east coast. Ok. I am fine with a little delay cuz I would have completely missed my flight otherwise.
Plane arrives- gonna get it cleaned up and be on our way. They announce our flight. People start getting in line. Oh wait- something wrong with the plane. Delay. They'll fix it and we will be on our way. Sweet.
But wait.
They can't fix it. They will find us another plane. So we wait somemore. I have now broken down and bought a eight dollar sandwich. No chips. No drink. Just a sandwich. Eight dollars. Oh my.
And NOW for the ANNOUNCEMENT!
"Unfortunately we are not able to get another plane so we will have to cancel this flight. You will need to see customer service to get rebooked or make other arrangements." WHUT. No "I'm sorry?" Not even once. Seriously? Unfortunately is NOT a substitute word for I'm Sorry. I am not excited.
So my plane all gets up and heads over to the Customer Service area. There is already a line of probably 100 folks waiting to talk to the Delta people. I get in another line with probably 300 folks. No problem. i will get Delta on the phone and sort this out. I CANNOT MISS GETTING TO TX TONIGHT. Booty has a tournament Saturday. I am already missing hanging out tonight and watching practice. Stink.
So I dial up the number that they actually have people on. Here is what I get "Due to a high volume of calls we are unable to take your call. Your call is important to us, please call back again later." SERIOUSLY? Delta IS NOT EVEN ANSWERING THE PHONE? Oh my goodness. I'm fixing to cry.
Call a friend and shout out for a reality check- please tell me it will be ok. Please tell me that things in life are more important than this. Please pray I don't cry on anybody. My frustration is high. And I am a tad angry at this point.
Get to the front of the line and realize I am in line for a scanner. I scan my ticket and it tells me I have been rebooked for 11:something am on SATURDAY. Not cool. I also now realize I could have scanned my ticket at one of the five billion scanners they now have on the concourse. Instead of waiting in the line for a good 15 minutes. Thanks Delta Gate guy for mentioning that during your apologetic announcement. Oh wait. You didn't. And You weren't.
So I get in the other line to actually talk to someone so I can get on standby. An hour goes by whilst I wait in that line. Delta people get off for dinner or break and now we are down to 2 employees from 4 earlier. Stellar. They pass out overnight kits. Do I want one? Heck no. I am NOT staying in this airport tonight. I refuse to give in. But thank you. i appreciate the thought.
Finally my turn. Scanner helper lady now is behind the desk. Here's the convo:
Her- "How can I help you?"
Me-" I need to get to Dallas tonight. I don't care how or when except for tonight. But I do prefer to go on an airplane. Please. haha"
Her- looking at the girl next to her to see what she is doing. Discussion with girl next to her. Discussion with supervisor. Chit chat. Other airlines are now booked up- imagine that. Cuz I have been in line for at least an hour and a half there are no more seats. Oh and my phone is dying. So I can't keep Jamie (Booty's mom) updated very well.
Me- "Can I just get rebooked for next weekend? I need to get there tonight or pretty much not go."
Her- "I am not sure. Let me see." Picks up phone, asks her coworker for number. Now she tells me she is on hold. For a good five minutes. With Delta.
Her- "Ma'am, we can't rebook you for next weekend. We can only refund your ticket."
Me- Silence. Meltdown is building. I can't open my mouth or tears will simultaneously come out of my eyeballs.
Her- "Ma'am? Do you want to do that?"
Me- silence. finger held up. I squeak out a "wait a second. I'm trying not to cry"
Tears are now flowing. Like ugly big tears.
I finally tell her that no I don't want to refund my ticket. I can't rebook for next Friday at this rate and that won't help me because I can't afford to pay more next weekend. I need to get to TX. She says she can see what she can do. I ask how is she gonna do that since she told me there were "No flights available tonight?" She says I can put you on standby.
She is clicking and typing. I apologize for my tears and explain I know it is not her fault but I am extremely frustrated because I am missing my kids softball and I have to get to TX. Her reply "I understand. I have kids too." Oh Glory. You don't understand. I know you are trying to empathize, but you don't understand. (I don't tell her that. I am just thinking it)
She gets me on 2nd priority for the 8:15 flight. It is now 7:0something. Maybe 7:05? I walk 2 gates over to B16 as instructed. As my ticket says. The TV screens at the gate have the right info but the red LED sign behind the desk has another flight. I sit and wait. And wait. And wonder where the gate people are. I am supposed to double check with them that I am on the list. There are folks standing at the desk looking puzzled. That group grows. I go to the restroom.
I come out and think "Self, why don't you walk across the hall and check the departure board." Self checks. Self realizes the gate for my flight is now at B2. A long way down the concourse. It's 8:02. Oh holy snot. i would have run but there were so many people coming the opposite way I couldn't. I call Jamie and tell her I am probably missing the flight as we talk. Crap.
I get to the gate. People all standing around. They are finishing boarding. Oh thank goodness. My name is third on the standby list. 1 unclaimed seat. Oh Lord please. I don't know what the lesson is for tonight, but please just get me on the plane.
First person up for Standby- a 16 year old whose mom is yelling at her as she boards "Go ahead honey! If we don't get on this plane Daddy will pick you up in Dallas." Gate guy looks up at her and says "Ma'am let me see what I can do for you and your son." Oh no! I am now second in line and he is gonna get this lady and her kid in front of me. Oh snot. I wanna be nice, but I wanna be on this stinkin plane. They get on. Still one unclaimed seat on the board.
He announces Mr. Tenecky in front of me. Mr. Tenecky. Mr. Tenecky. Last call- Mr. Tenecky. (Im thinking, if you pop up at last call I'm gonna be really unhappy Mr. Tenecky.) No Mr. Tenecky. Yah for me. Sad for Mr. T where ever you are. I practically run up to the desk. I am on!!!
Onto a plane that is like a hundred degrees. Seriously. The air is not on the flight attendant says as I get on. I don't care. Just get me there. I will sweat and stink. It will be fine.
What? No pilot? Where is the pilot? Not on the plane. What?
Gate guy comes on and says "there are a lot of empty seats on this plane? hmm" yeah. because all those poor people are down at B16 waiting on a flight that will never come. 25 folks from the standby list are now getting on.
Gate guy pops on and says "Please just grab a seat. There is a storm coming and Im trying to get you out of here while we can. I really don't want to have you come back in the building."
Umm yeah. I don't want to have to go back in that building. If I have to get off this plane I may have a breakdown.
Pilot arrives. Turns out Delta had a computer problem and they were sitting on the tarmac for an hour waiting to find out what gate to pull up to. Just get me off the ground sir. Thanks.
Take off. Land. Get to baggage claim. Boy there are a lot of bags lying around.
I see a guy from my plane pick a bag off the ground and walk away. Hmm. Let me mosey over here while I am waiting. Oh look. There is my bag on the ground. With the tag on it from my cancelled flight. Glad i didn't decide to cancel or I wouldn't have gotten my bag back til sometime Saturday. Cuz my bag caught a flight to DFW. While I sat in ATL. Next time I'm going cargo.
Got to Booty's at 11pm. I could have driven and gotten there about an hour before. Wow.
Great time. Too Short. Love My kid. She's a player. Sadly they lost on Sunday morning. Happy to report this past weekend they got 3rd in their last tourney.
Head back to the airport Sunday. And guess what... Delayed. And standby list of 60 people. Seriously. No exaggeration. They had cancelled more flights on Saturday going back to ATL. Poor folks. I think they got to board most of them though.
So. What's the moral of the story? I am not sure. I do know that next time I will be flying Southwest. Sorry Delta, but your glory days are gone. You are seriously understaffed and your customer service is not fantabulous. I am gonna go with the airline that would probably start their cancellation announcement with "Sorry." And followed by "You are probably gonna want to beat me when I tell you this, but my momma loves my face, so please don't. We are going to have to cancel your flight." A little apology and humor can go a lot further than a non apology and unhelpfulness. (I do give props to the flight attendant on the flight I did catch. She apologized, explained, got the air on for us, gave us 2!!! bags of peanuts instead of one. It's the little things.)
I can tell you that the power of prayer does good work. If nothing else, to calm my heart and give me hope when my brain is freaking out. And my heart is breaking. I appreciate my friends who listen to my freaking out and pray. No words necessary to my ears. Just knowing you pray. It changes me.
And I am grateful that God is bigger than anything this world can throw at me. Cancelled planes or whatever. Even when I momentarily try to minimize His ability to control the details. He is aware.
And thankfully I don't think i will need a plane when we get to heaven. (Insert big smile here.)
And what in the world is the Fushigi- the magic gravity ball? Looks like a ball to me.