I really think its big of a person to admit when they have made a mistake and is willing to learn from that mistake.
This email chain has been a learning experience for all.
What I take away from this situation is that if you feel your are wronged, don't give up until your point is made.
Delta has made several attempts to make amends for the bad service but what meant most of all to me was that they just didn't write it off and actually listened to how I felt as a customer.
Delta will continue to get my business
Thanks for everyones thoughts. (Read Below)
___________________________________________
Thank you for your most recent communication expressing your continued
dissatisfaction with my ability to resolve your concerns. On behalf of
Delta Air Lines, I apologize that I have been unable to find a
satisfactory resolution to the service failures you experienced.
I understand my past responses have antagonized this entire situation. I
was also concerned that I had missed the point of your e mails. I
reviewed your comments and concerns with my Supervisor a second time
because if I have made errors along the way, I want to learn from my
mistakes. After a lengthy discussion, we recognize that your experience
and my responses to your concerns deserved additional consideration. In
an effort to resolve your concerns in a significant manner, I have
issued an Electronic Transportation Credit (eTCV) in the amount of
$300.00 as a one time gesture of apology for the poor customer service
you received and my inept responses to your concerns. Please note the
voucher number and associated Terms and Conditions will be arriving in a
separate email. Please keep the Terms and Conditions, since the eTCV
number is required for redemption. The eTCV can be used online at
www.delta.com or when booking directly through one of our Reservations
offices.
Mr. King, again, I am sorry your travel was unsatisfactory and my
responses to your concerns did not meet your expectations. I thank you
for your candor as I hope to learn from this exchange of e mails. I also
hope that in time, you will give Delta another chance to restore your
confidence.
Sincerely,
Rachel Rutherford
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines