Dale Nielsen did everything he could to confirm his Delta Air Lines flight from Los Angeles to Honolulu. He booked the trip through an online agency that offered a notification of flight schedule changes. He called his airline.
It wasn’t enough.
Nielsen’s flight got changed, leaving him and his wife to spend the night at an airport hotel. Who should — and shouldn’t — cover his expenses?
Nielsen thought Delta should pay for the hotel. He explains why:
The air portion of the trip was booked on Delta “operated by Northwest”. Our itinerary, as far as I knew was a direct flight from Los Angeles with the return flight leaving Honolulu (at 10:50 pm) with a connecting flight from San Francisco back to Los Angeles.
Apparently some time in July, Northwest changed our flight to an earlier flight departing at 9:05 pm. Prior to us leaving I confirmed my flight using my Delta confirmation number B9FNY4 and it showed that I was still booked on the 10:50 pm flight.
In addition, on the day before our departure I received and email from Delta Messenger confirming the same 10:50 pm flight and telling me “And don’t worry about reconfirming your flights – you’re all set!”
But Nielsen had another layer of insurance: He booked the flights through Travelocity, which offers a service called Instant Flight Notification and promises, “We’re here 24/7.”
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