In a way, doesn't this reflect just how bad Delta's Customer Service is? Here we have a customer with a simple and legitimate request. They could have been reassured, first time, first call and that customer would have been happy.
Let me ask this question? Does whoever is in charge of Customer Service know what they are doing? Have they never heard of the maxim of take ownership of the problem, and solve it first time?
Really, I think this illustrates very well some of the problems of the airline industry. People passed from pillar to post, repeatedly told to speak to someone else, lied to and given mis-information. It makes travelling a total hassle and compounds the problems. Who exactly is in charge of this at Delta, and how the hell did they get into that position?
|