Remember all of the advance public relations propaganda about how wonderful the Delta/NWA merger would be for the public and how smoothly the operations would be blended? (It’s still going on, of course. Call either airline today and listen to the recording that goes on and on while you wait interminably. First it relates how your call is “important to us.†Then it drones on about all the wonderful advantages of the merger and how much it will benefit you, the customer.)
Well, I just called and acquired a ticket from Delta. I will be riding on NWA with flights operated by two different smaller airlines. After all was said and done, Delta emailed me the schedule, but it had no seat assignments. That could have been my fault. This whole process took three days—Einstein and a dozen rocket scientists couldn’t have fully understood it, much less remembered it.
I called Delta back; they assigned seats and promised—remember that word, promised—to have NWA send me another email with the seat assignments. Don’t ask me why Delta, couldn’t email me. They had just assigned the seats to me, but the lady said they couldn’t email them. What kind of seamless is that?
NWA didn’t send them. I called Delta back and they made the same promise again. NWA didn’t send them again.
Finally, an airline pilot friend told me how to get them myself. I did and it worked fine.
Once more, the airlines failed to deliver the promise and the customer is expected to handle their merger problems. Remember that great song line from Peter, Paul and Mary—“When Will They Ever Learn?â€
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