Delta Airlines Center — Local services in College Park

Horrible customer service, specifically the woman at the customer service desk. Long story short - if you miss a connection due to a delayed Delta flight caused by a "weather event", they will not pay for your hotel and will not even try to get you on the next same day flight unless you ask for a manager. Most unprofessional customer service I've ever dealt with. Only reason I'm giving 2 stars is because the manager was very nice and solved the problem.

Full story - Had a layover in Atlanta but missed the connection to San Jose due to the first flight (also Delta) being delayed. There might've been a chance to make the connection, but Delta did not allow us transfer passengers to disembark first, so all of us had to wait for the entire front of the plane to slowly disembark first despite people in the back yelling "my flight leaves in 20 minutes!". Ran to the gate, and although the plane was still there, they told us boarding had ended and that we needed to go to the customer service desk.

Went to the customer service desk, which although the line wasn't outrageously long (we were lucky, a long line formed after us), took forever because there were only 2 workers and they were fairly slow (the other agent took 15+ minutes with one group).

Got to the front of the line, and the worker (older woman named Lucilia or something) didn't even bother to make eye contact or greet us. I calmly told her our situation, mentioning that there was a flight in a couple hours to San Francisco that we'd be happy to take that appeared to have tickets available. She told us that that flight is full, that she'd put us on a flight the next morning, and that they wouldn't provide a hotel since the flight delay was caused by a weather event, though she said they could offer a hotel voucher.

I said that the Delta website shows that there are seats available, which again she denied and claimed the flight was full. After again insisting, she rudely responded "those are first class tickets. Did you pay for first class?" (I wish in that moment I'd mentioned that they could just upgrade someone else and put me in the worst seat, but in the moment I was shocked by the unprofessional response and attitude).

The woman (Lucilia?) had the worst customer service attitude I've probably ever witnessed in my life. Outrageously rude, adversarial mindset, utter lack of professionalism or empathy. She seems to see the customer as the enemy and took everything personally. When I mentioned that it was ridiculous that Delta wouldn't provide a hotel when this is Delta's fault, her response was something along the lines of "well Delta pays MY bills". The other worker next to her (the one who was with the same group of customers for 15+ minutes) was awful as well, and when my wife told the customers behind us in the same situation that they won't reimburse hotels, the woman got angry and said "ma'am. You don't talk to the people behind you, you talk to ME."

I asked to see a manager, to which she rolled her eyes and said that that probably wouldn't be possible at this hour.

Thankfully a manager came, and he was very nice and professional. I repeated the situation, and he immediately put us on the waitlist for that flight to San Francisco that the other lady had told me was full. He told us we'd most likely be able to get on the flight due to missed transfers.

We got on the flight (and the man next to us was upgraded to first class).

Again, the manager being professional and most importantly solving the problem is the only reason this is not a 1 star review. The first worker we spoke to was horrendous and has no business in any customer facing customer support role, or at the very least needs to undergo some serious customer support training because that's the worst customer service I've ever witnessed. I understand that it must be a tough job dealing with pissed off customers who just want to get home, but there is no excuse for that kind of rudeness and unprofessionalism in a customer support role for a...

Tuesday before Thanksgiving I learned that we are going to Key West (bucket list wish) on Thanksgiving for 4 days over my 40th birthday. Start out departing in Greensboro, NC for the first flight of the day that doesn't leave on time because they need to defrost the wings as well as people not understanding how to find their seat, store their bags, and sit down. Obviously, flight attendants can't teach common sense to these people nor can they hurry them up for the rest of us that take the time precautions. Finally, take off and all is well, except now the flight that was supposed to land early for a connection, lands 28 minutes before the connection departs and 13 minutes before gate closes (now those people that can't figure out sitting, also can't figure out getting up and off the plane.) Again, no help from flight staff. Made a run 13 gates down just for them to be told very impersonally "we're full, we've rescheduled you for a 12:00 at D11," in which we will be on standby (friends that we were traveling with that were in comfort+ managed to board). Went straight to the kiosk at the gate to make sure we are on track and am greeted by a Delta personnel standing in front of the desk with "I'm not working departure." No "Hello, sorry I can't help you" or anything and proceeds to greet the people with cheer that are unboarding the plane. She did tell me that I could find someone working departure 1 hour before the flight departs, but with no lack of annoyance in her voice. At the 1 hour mark, I proceeded back to the desk to find out that we have to wait to see if someone doesn't board, but before I got that information, I watch the pilot greet the gatekeeper and explain that he has his family with him and figured it wouldn't be an issue to get them seats "with a plane this size." Apparently, employees' families take priority over paying silver members/retired military. The one star given in this review was earned by the nice young lady working the Delta Concierge desk that confirmed 2 seats for us on a 5:00 flight and tried to make this quick Thanksgiving/Birthday trip a little better with $30 in food vouchers for the both of us. A wasted 8 hours of time for 2 people is worth $30 to Delta. (Less than $2/hr compensation) However, a little too late. I had been loyal to Delta and this would've been my first trip (maybe 2nd) as a silver member....so far these perks seem to be more of a set back. Just a truly disappointing trip, Delta used to have the best customer service that made me feel valued as a loyal customer; those sentiments don't seem to hold true here today. American Airlines, on the way back, can only offer better than what Delta has shown today. Granted, they did offer ONE of us first class, which we took, but the customer should not be punished and pushed off like this on the rescheduled flight because of the airline's mismanagement of time and connection schedules when something does throw...

The DL0177 flight to Dublin from Atlanta on October 1st\2nd was extraordinary. The Delta One section was led by an African American woman who was nothing short of stellar. As a Diamond Medallion member who flies frequently, I can say without hesitation that she was the best I have ever seen. Her leadership was evident. She set the tone with warmth and genuine care, personally thanking every passenger at the end of the flight with authentic enthusiasm. I watched as the rest of the crew followed her example, elevating the experience. One attendant even told me she hoped I had a wonderful 50th birthday and that she would love to hear about it on my way home if we were fortunate enough to meet again. It was hospitality at its finest.

The return flight from Dublin to Palm Beach on October 8th however, is markedly different. I am actually shocked at how different the culture is. Although the delay does not bother me, as that cannot be avoided, the service does. From the moment I boarded, the atmosphere is cold and agitated. For example, when they came to take the food order, the flight attendant could not have been more condescending. When I asked about the in-flight menu options, the lead attendant dismissed me for not looking at the paper menu I had set aside, and did so in a way that felt unnecessarily sharp. It was furtive, but very rude. The tone throughout the cabin was disengaged rather than welcoming.

The most discouraging moment came when I attempted to share my Delta One ice cream with my husband, who was seated in economy. My intent was simple, and to ease the disparity, as I had been upgraded and he had not. The attendant blocked me, noting that she was busy with her cart, then reluctantly placed the dessert into a cup and told me I could not take it back because it would make other passengers “feel bad.” The entire exchange felt punitive rather than service-oriented.

I understand the demands of hospitality. I worked for seven years as a waitress and another six years on cruise ships before ever earning my Medallion status. I still travel for work over 80% of the time. Service is not about hierarchy, but about care, dignity, and a sense of welcome. Guests should never feel dismissed or chastised, particularly on an international flight. Especially loyal customers.

I would encourage you to let the outstanding woman from my outbound flight oversee more of your service culture. She embodied what every Diamond Medallion member, and truly every passenger, hopes to experience. The contrast between the two flights could not be sharper, and while the first reminded me why I am loyal to Delta, the second punctuated how the culture and customer service expectations need to be streamlined...