here is Delta's response, and my response:
Hello Malcolm,
While I appreciate your response, this offer of compensation is completely unacceptable to us.
While you can certainly allocate the initial error in Toronto to an ATC control issue, you can certainly not allocate the error regarding the tickets from Rome to Valencia to anything other than a direct error by a Delta employee, and this error
alone cost us a full day of our trip. Delta issued us tickets that were at no point valid tickets. You must take responsibility for this portion at least.
I understand that further compensation may be out of your control, but I would ask to be put in touch with someone in a supervisory position so we may discuss this further.
I appreciate your quick response and look forward to further discussions with either you, or your supervisor.
Much appreciated,
Jennifer
-----Original Message-----
From: Contact Delta [
mailto:ContactUs.Delta@delta.com]
Sent: Tuesday, September 28, 2010 4:06 PM
To: Jennifer Kirby
Subject: YYZ JFK FCO /RE: CC-Customer Care-Complaint-Flight Disruption-Delay (KMM3771279V4293L0KM)
Dear Ms. Kirby,
RE: Case Number 1478499
Thank you for writing about you and your husband's recent flight experience. On behalf of Delta Air Lines, I sincerely apologize for the delay of our flight due to Air Traffic Control (ATC) restrictions and the poor service you received from some of our airport employees.
I am truly sorry for the frustration you experienced when your plans were disrupted on September 3, 2010 due to the delay of our Flight 3948 for an Air Traffic Control (ATC) situation. However, please note that these disruptions are beyond our control. Also, during irregular operations, we do our utmost to reschedule affected passengers on Delta or partner airline flights on which space is available.
As our customer, you are in the best position to point out areas that need attention. Our goal is to provide consistent and accurate information to our passengers. We also expect our employees to be helpful and professional at all times. I am truly sorry in this instance you did not receive the service you expected and should have received from some of our team members. Feedback like yours will help us improve our airport process and overall customer experience. Please know I will be sharing your comments with our Airport Customer Service leadership teams for internal follow up.
Additionally, I apologize that your hotel accommodations in Rome, Italy were less than adequate. We work very closely with a vendor who monitors and retains a certain percentage of rooms at several hotels each night. When we receive a report like yours, we will ask our vendor to complete a thorough hotel inspection to ensure the property is rated as suitable for continued patronage. Thank you for bringing this matter to our attention.
I am also sorry for the inconvenience you were caused with your baggage.
Like you, we certainly wish that instances of mishandled bags never occurred.
We collect the applicable fares for transportation used. Since you did complete travel and your tickets have been used, I hope you will understand that no refund is due.
As a gesture of goodwill for the poor service you received from some of our agents, I have issued an Electronic Transportation Credit Voucher
(eTCV) in the amount of $100.00 for each passenger. Please note the voucher numbers and associated Terms and Conditions will be arriving in separate emails. I encourage you to add Delta Air Lines to your receiver list so the voucher documents are not misdirected to your spam folder. Please keep the voucher numbers and the Terms and Conditions since the numbers are required for redemption. It is also important to remind you that there is no Direct Ticketing fee for reservations confirmed online at delta.com.
I want to thank you, again, for taking the time to bring this matter to our attention. Your future business is important to us, and I hope you will continue to choose Delta for your air travel needs.
Sincerely,
Malcolm M. Pereira
Coordinator, Customer Care
Delta Air Lines/KLM R