Short Vacation in Jakarta
Packing
Tsunami Disaster
Duplicating
New Year 2005
Confusing People
Christmas Day
Cookies
Turkey
Christmas Party

September 2004
November 2004
December 2004
January 2005
February 2005
March 2005
April 2005
May 2005
June 2005
July 2005
August 2005
September 2005
October 2005
November 2005
December 2005

Fighting with Airlines People

Wednesday, January 26, 2005

This is a story happened in Delta Terminal (Terminal 2) at JFK when we got to take a connecting flight (Delta Airlines) back home to DC.


Since the Singapore Airlines (SQ) didn't give a checking-through service for our luggage to the connecting flight, we had to carry them from Terminal 4 (SQ) to Terminal 2 (Delta) by airtrain / bus / taxi. Some passengers including myself were very dissatisfied and gave a complain to SQ people to provide such a service. We finally got the cars served by SQ going to Terminal 2. We shared the same car with one old lady from Cambodia who can not speak English well, even she is US citizen though!. When we saw the car is too small to carry our luggage and the old lady's luggage, my hubby decided to take the airtrain alone. At the terminal 2, I asked the security to find a wheelchair for that old lady because she is handicapped. I don't know why I feel too pity to see this lady and tried to give her some helps to check-in the flight. The arguments started between us (Delta people and I) after they didn't allow the lady's luggage to put in the flight. The exact reason is overweight according to their standard domestic flight.

Susi : What would you tell me passengers like us having flight from Singapore to NY and taking a connecting flight to DC? Do you call me a domestic passenger?
Delta: Well, we have to strict to our rules.
Susi: Why you can not answer my question?
Delta: Ok, you are an Int'l passenger. Now you get to go to DC with the domestic flight, so you have to put your luggage as agreed to the standard rules.
Susi: Oh come on, are you going to say we have to throw away our excessive luggage because of the different weight between your domestic vs int'l standar? It sounds ridiculous to me.
Delta: The lady has to pay USD 360 for her overweight luggage. Or she might have the receipt from SQ to show us that she was allowed for overweight..
Old lady: I have no money.. I don't have any receipt from SQ and I didn't get any trouble with SQ in carrying my luggage (She spoke English very bad, I just interpret her body language what she'd like to say)
Susi: She said she doesn't have any money to pay you and neither has receipt for overweight. I think you can not charge her for USD 360 for no reason because she got no trouble with SQ in carrying her luggage. You know what? It is supposed to be your responsibility and SQ, too, to deal with this problem. You have to work together in taking good care of Int'l passengers. That's why SQ has chosen you to be the partner for connecting flight. Why not you give a try to contact the SQ people?
Delta: I won't do it. It's not our job. Well, if she won't pay the fee, we won't take in her luggage.
Susi: Can you call your supervisor?
Delta: (calling and explaining the problem to their female supervisor)
Delta Spv : We have the rule not to allow people to carry the overweight, otherwise you have to pay the fee. (with loud, harsh and rude voice)
Susi: Hey, don't yell at me. I have no relation to this lady and you talk so rude to me.
Delta Spv: Ok, step away from this problem!
Susi: Excuse me?? I came to check-in with this lady because she can not speak English well and she needs some help. You know what? You treat people so bad, I don't think I would ever take your flight any more.
Delta: (whispering each other) that lady pretends not to speak in English..how come she can not talk in English, she is an American citizen though! (while looking at the lady's passport)
Delta Spv: She has to pay some money for overweight. If she doesn't have money, just leave her alone and put her in the corner. Wait until her family come to take care of her.(talking to the staffs and gone..).
Susi: Oh my God?? Don't you understand, it's not her mistake, it's your responsibility between you and SQ. Can you show me what the Int'l standard rules in carrying the luggage?
Delta Spv: (then came 3 supervisors talking about the problem with the staffs, meanwhile Susi still argued and sticked to her points) ok tell them..
Delta: Ok, this time we allow you to carry your luggage. Next time we recommend you to travel with any family who can take care of you.
Old lady: thank you
Susi: Finally...Thank you so much. I really appreciate what you have done to this lady.


It's so unbelievable to meet such those people in USA. I am pretty sure they are mostly not real American. I can tell they must be just immigrants from the way they speak.