travel pulse   |   September 02, 2010

Delta Responds to ASTA Statement on Booking Policy

Published on: February 12, 2009

Delta Airlines has responded to ASTA’s statement that the airline rebuffed its efforts to seek a cooperative global solution to agents’ complaints about the airline's booking policy. ASTA said Delta had distributed invoices and forcibly collected debits through the Airlines Reporting Corp. (ARC) for booking violations that were, in some cases, likely caused by technical issues related to Delta's audit program, rather than by agency malfeasance. Delta responded by saying: “Delta appreciates ASTA’s concerns. Most importantly, we value and protect our long-standing relationship with our travel agency partners. Delta has responded to all billing inquiries, and encourages our business partners to continue contacting us directly. Delta works hard to protect inventory integrity for the benefit of all its customers. As we do with every single aspect of our company, we continuously enhance policies and procedures. We are committed to continuous and direct communication with our customers.” For more information, visit www.asta.org.



Reader Comments

Blah Blah BlahRuss, KY

I disagree with Russ in Kentucky. It's not Blah, blah, blah. It's BS, BS, BS. Yes, Delta responds and this is their response: "out of fairness to all our agents, we are unable to make exceptions for you." Case closed. They are not interested in two-way direct communication, only allowing e-mail. Doug Risser, CTIE, MCCDoug, IN

It is absolute corruption what Delta has done. we got hot for 1400.00 for tickets we issued. We also got hit for waitlisting flights to Brazil. Someone needs to challenge them in court. Delta is the worst. José Brito, Deluxe Travel Ltd. Reno NVJosé M., NV

While I haven't been hit with any debt memo/collections from Delta (knock on wood), I have become a regular voice in my congressman's office. We have an opportunity to turn the tables here. Congress is on a PR campaign to make those entities who have received federal funding held accountable for their practices. There is no reason the airlines should be exempt. My voice is but one. Think of the number of travel agencies and agents out there. If even half would contact their representatives just think of the attention we would get. ASTA is a great voice, but again, it is one. Call, email, send a letter. And remember grandma's advice: "You catch more flies with honey than vinegar."Randy, NJ

I've said it for years...one of the big legacy carriers has to go under...hopefully Delta in order for the airline industry to become one we can be proud of. The way they nickle and dime agencies, partners and travelers for every penney has destroyed any consumer confidence or loyalty to them. If they didn't have loyalty miles, nobody would care who they fly with. EXCEPTION: Jet Blue and Soutwest etc. They market better, offer friendlier service, lose less and in many cases profit. As an American, I'm ashamed to board a flight on one of our lagacy carriers, but that's all we got. It's not the pilots and attendents I'm ashamed of, it starts at the top and that attitude works it way down to $1.00 waters and employees who have to follow the policies which are not consumer or agency friendly. We as Americans just accept it and say.."It is what it is and things have changed." When all of us demand the airlines to be held accountable for bad service and in this case bad business practices, our industry can move forward. Unfortunately, this is what we are stuck with. Companies like Delta who's stringent policies and take or leave it attitude filter from the top down. I also said before, the best message we can send is not booking them unless the client is adamant about it. They don't deserve travel agents business and won't until they reach across the aisle.Steven, MA




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