Listen to your customers
With my recent problem, Delta has basically told me that my word (and my sisters and brother-in -law who witnessed the incident, counts for nothing. They will only take into account the notes placed on my file by the employee. The employee I am complaining about who has in addition to all the stressed and financial hardship he caused me, put lies in the file about the incident to cover himself. Delta has come back to me and said I should have spoken to his manager, but he refused very sternly to get a manager when I asked. I spent 10 minutes at the counter asking for a manager and trying to resolve the dispute to no avail. What more would Delta have liked me to have done? I had know choice but to leave the counter unsatisfied. If they sincerely believe that the only way to resolve a dispute at the airport when you are asked to pay a charge incorrectly is to speak to the manager then how can they hold customers responsible when they are refused this right repeatedly? I've looked in other forums, I'm not the only one this has happened to.
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