Technology Fail: How Delta Airlines' Online Check-In System Can Wreck Your Flight - Forbes

Santa Ana, California - A Boeing 717 of Delta Airlines at Santa Ana Airport

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Technology is supposed to make our lives easier, but I'm betting everyone reading this sentence can immediately recount (multiple) instances where it's made your life harder. There's nothing new about technology failing, especially cutting edge technology still in "beta" mode. But what about established technology that's been around for years? I'd argue it's particularly frustrating when you've got full confidence in something that always works...and then it doesn't.

That's what happened to me this week on a Delta flight from Orange County to Detroit. Like dozens of flights before, I checked into my flight using Delta's mobile app 24 hours before my departure. When I was done the Delta app said I had seat 24c (an aisle seat) while being first on the upgrade list for both First Class and Delta comfort. All was right in the world of business travel. Or was it...

The next day, after going through airport security, arriving at the gate, and getting in line to board I realized I couldn't check my upgrade status on the Delta app. Instead, it was trying to check me in. Again. Even worse, it wasn't letting me check in. That little voice in our heads, the one that knows something is wrong despite wanting to believe it's all right, told me I wasn't going to just walk on to this flight.

My fears were confirmed when I placed my phone on the scanner to read my boarding pass. "Not Cleared" popped up on the gate console in that '80s Timex-watch-LED font, and I was immediately told to step aside while the rest of the passengers continued to board. Over the next 15 minutes I spoke to the second Delta gate agent as she tried to get me a seat. She confirmed I was on the upgrade list...but also confirmed I didn't have a seat and wasn't checked in.

737 Cabin interior and blue leather seats on commercial airline

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"How is it possible to be on the upgrade list and not have a seat?" I asked. "You have to check in to get on the upgrade list, so being on the list proves I checked in. Where is my seat?" The Delta agent agreed with all that...while confirming I didn't have a seat. Don't forget, I started out being one of the first 10 people in line to board. During this 15-minute period the majority of the plane boarded while the agent tried to replace the seat I had been given 24 hours earlier.

She ultimately succeeded, giving me a center seat in Delta Comfort. That meant I got more legroom...but in this instance I was seated next to...well...let's say a "robust" window seat passenger. I spent the entire flight with my torso turned slightly to the left because I couldn't sit straight, confirming yet again why I have "aisle" specified as my preferred seat in Delta's Skymiles system.

In the realm of air travel this obviously isn't the worst experience possible. But, as an air traveler, when you've done everything you're supposed to do (check in early, get to the airport on time, get to your gate before boarding starts) and you still end up jammed in a center seat because of a technical failure on Delta's part, it's beyond frustrating.

Of course I did what any self-respecting consumer does in 2019 when Corporate America screws you over. I bitched about it on Twitter while tagging Delta. I specifically told them I didn't need the PR-sanitized responses I often see corporations use on social media. "We're sorry you're experiencing difficulties. Please let us know if there's anything we can do to help." Ugh...

Through Twitter's messaging system Delta told me there was an "equipment upgrade" that kicked my status from "checked in" to limbo. That reason sounds conveniently vague, and if it's true Delta should probably avoid equipment upgrades on busy travel days, like the Monday following high school graduation weekend. Delta should also let customers know when there's an "equipment upgrade" that can override their checked-in status. Or the airline should alert checked-in customers that have lost their seat due to an "equipment upgrade" (preferably before they're at the gate trying to board).

The worst part of this experience is having zero confidence it won't happen again. "Equipment upgrade" or not, whatever caused me to lose my seat could easily happen again, giving me the same recourse I had this time around.

None.

However, I'd like to think this issue is rare. If you've experienced something similar please let me know in the comments below.

http://bit.ly/2WSFojt