novasmith

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My recent visit to the Delta Airlines Manchester office was a mixed experience, bordering on disappointing. I had visited it to get an issue of a duplicate ticket charge to be removed from my credit card account. I had tried their helpline several times but kept being transferred, so I thought approaching the local office would be quicker and more productive. That wasn't exactly the scenario, though. To begin with, the place is slightly out of the way—not difficult to locate if you know your way around, but not necessarily the most accessible. When I did get there, I was forced to wait almost an hour before anyone attended to me. I realize that offices can become hectic, but there weren't that many other people waiting, which made the wait all the more infuriating. The person I talked to was courteous but appeared to be inexperienced. I had to repeat the situation several times and even provide them with my bank statements and Delta confirmation emails to clarify the problem. After some 30 minutes of going back and forth, I was informed that they couldn't fix the billing problem there and that it would have to be referred to Delta's U.S. finance department. So essentially, a wasted trip. The only good thing I can say is that the office was tidy and the staff, although not particularly helpful, were at least polite. But for all the time and effort I wasted going in person, I didn't receive a resolution. It's a pity because Delta is usually a good airline, but their Delta Airlines Manchester Office really needs to get its act together when it comes to training and authority to deal with customer service issues.