Worst Diamond Experience - confirmed International Biz removed at LAX
My wife and I were flying a Delta booking on Air France LAX - CDG to a wedding and see family in Europe. We bought premium economy through the Delta app, and upgraded to AF business class on the phone with a Delta agent using two Global Upgrade Certificates months ago.
We had assigned seats 6D and 6H on both the Delta website and importantly on the Air France website.
We’ve really been looking forward to this trip and to trying AF business. I’ve been dealing with a back issue and we wanted to be fresh for our trip.
Today the Delta app errored out when we tried to check in online, and the Air France site said “Checked In” but then showed an error message before we got our boarding passes. We’ve seen int’l check-in errors before so didn’t think anything of it, went to check in at the airport.
We tried to start with the Delta One check-in at LAX Terminal 3 and they told us they couldn’t check us in, they were getting an error, said it was Air France’s fault.
We went to Air France to check in instead, and they said they didn’t actually have business seats for us, and had never had them. Despite seeing assigned seats on AF and Delta’s sites.
They said the Delta agent screwed up actually confirming the GUC in the system and our seats never existed. They acted like it should have been obvious that we didn’t have business tickets.
I called Delta Diamond and was told it was Air France’s fault again. Then the Delta agent admitted it actually looked like the premium economy ticket had never been upgraded, and it was Delta’s fault but there was nothing he could do. Didn’t say sorry. Didn’t offer compensation, just suggested I file a complaint.
AF said there was nothing they could do and the seats were assigned, didn’t offer anything.
I am livid. We would have paid for the biz tickets but we used our GUCs instead because that is the point of Diamond. Now we’re in middle premium economy seats and didn’t even get a sorry from anyone at Delta or AF.
Any advice on how to file / escalate the most intense complaint possible? I’m a dedicated Diamond and genuinely thinking about status matching to United after this debacle