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#1
Nov 3, 2009, 11:32 PM
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Madddddddd!!!!!
This is a very long convo but i wanted to show the back and forth between myself and Delta
Just bad service RE: Case Number 8257328 Thank you for your most recent communication expressing your continued dissatisfaction with my response. On behalf of Delta Air Lines, I apologize that I have been unable to offer a satisfactory resolution. I also apologize that I misunderstood your original intent. I am genuinely sorry it was necessary for you to write me again. I was concerned that I missed the purpose of your original communication so I reviewed your comments with my Supervisor. After a lengthy discussion, there is no further action we will take regarding your experience. Again, I am sorry to disappoint you, as I understand this is not the answer you were expecting. The gesture I extended was not meant to place a value on your experience; rather it was an attempt to make amends for your disappointment with our service. I also understand you would prefer Medallion Qualifying Miles instead of the 15,000 bonus miles that I added to your account. Please know that to protect the integrity of the SkyMiles program, We do not offer Medallion Qualifying Miles as a gesture for service failure. Respectfully, any additional considerations would not be due. I am sorry to disappoint you, as I understand this is not the answer you were expecting. Again, Mr. King, I am sorry your travel was unsatisfactory. I hope in time you will provide us with another opportunity to restore your confidence. Sincerely, Nancy Hansen Coordinator, Customer Care Northwest/KLM/Delta Air Lines Northwest Airlines is now part of Delta Air Lines Original Message Follows: ------------------------- Ms Rutherford, I understand that you only have limited power to rectify problems in service, but if you read my prior emails, my intent was not to get reimbursed for my travel expenses, but to bring the problems to your attention. It was you who asked for my travel receipts to possibly reimburse me. The only thing I asked for was that any mileage you can offer me go towards my MQM balance, which you have yet to acknowledge if it is possible. In turn, because of the way I was treated by this airline, and the fact that you cannot offer me any kind of reparations for my inconvenience it discourages me from wanting to fly with Delta, when i do have many choices for travel out there. Just yesterday i booked a ticket on Delta and I'm considering changing to another airline. Ms Rutherford, if other airlines like Continental making me a platinum member to match my Delta Status are willing to go an extra mile to earn my business and the one airline I have been loyal to is not willing to make amends for inadequate service, then why should I still be loyal to Delta. It just how i genuinely feel I still hope we can resolve this in some way, I'm open for suggestions Thank you On Thursday, October 29, 2009, at 08:09AM, "Customer Care Exchange" custrel@nwa.com> wrote: RE: Case Number 8257328 Thank you for writing and allowing me the opportunity to further review your concerns regarding the service you received while checking in for your recent flight to Las Vegas. On behalf of Delta Air Lines, I am genuinely sorry you were dissatisfied with my first response. I understand you feel I did not adequately address your concerns regarding the poor customer service you received when you checked in at JFK for the flight to Las Vegas. I was happy to review your comments again to see if there was something I missed. Please know I understand why you wanted to share your concerns regarding your disappointing experiences. Your comments serve as an excellent reminder that the actions of our employees can make a significant difference in passenger preference. The emphasis at our airline is on caring, professional service--all of us at Delta must be dedicated to treating our customers as very special guests, just as we ourselves would want to be treated. I apologize that your experience at JFK did not live up to your expectations or ours. In all candor, we know there is nothing we can say to erase your disappointment. Although we cannot release details about individual employees or disciplinary actions, I want to assure you that our leadership team at JFK will take appropriate steps regarding this incident. The gestures we extended were not meant to place a value on your experiences; rather they were an attempt on our part to make amends for your disappointment with our service. Our records indicate that you ended your journey in Los Angeles. My understanding from your original email was that you rented a hotel room in Los Angeles and then rented a car to drive from Los Angeles to Las Vegas. I apologize that I misunderstood the situation. Respectfully, I can not reimburse you for prepaid car rental and hotel stays in Las Vegas. I am sorry to disappoint you, as I know this is not the answer you were expecting. Additionally, I am also very sorry a Delta Sky Club is not available for your use at Newark. I understand your disappointment as you just purchased a new club membership. To clarify the record, we too were saddened when Continental chose to leave SkyTeam and move to the Star Alliance. At that time, Continental also ended their alliance with Delta and the other SkyTeam members. I realize this change in alliances will have an impact on all our Sky Club members and I apologize for any inconvenience you have experienced as a result of this change. Mr. King, you are a valued Platinum Medallion member and it is my hope that you find a way to give Delta another chance at earning your business and your trust. We are not perfect, and we are thankful to use feedback like yours to make our airline better, employee by employee, flight by flight. We feel that we are making good progress, and we humbly ask that you fly us again someday soon. Sincerely, Rachel Rutherford Coordinator, Customer Care Northwest/KLM/Delta Air Lines Northwest Airlines is now part of Delta Air Lines Original Message Follows: ------------------------- Ms Rutherford You obviously misunderstood my situation and the severity of how I feel, and no, my concerns about service have not been satisfied. I never said i rented a hotel in Los Angeles or a Car to drive me to Las Vegas. Because of your supervisors mishandling of my flight to vegas and Delta not being able to get me to Vegas on the date i booked, i still had to pay for my hotel in vegas and my car rental because there was no advance notice to cancel the hotel and car. I still ended up paying $404.63, which is not a small amount of money due to one of your employees, who is supposed to be a supervisor not doing his job. The only glimmer of light in this whole situation was Ms Pinto. Concerning the bonus mile, I never asked for 5000 miles or the 15000 miles, although i appreciate the gesture, If they are not MQM miles they really don't mean anything to me and do not not make up for the mistreatment i received. Ms Rutherford, I am finding out more and more that Deltas policies and changes do not meet my expectations and requirements. Delta just ended is partnership with Continental Airlines. In Sept I payed over $700 to join your Sky Club program. Now I fly out of Newark often, a major reason i joined Sky Club was to be able to use the Continental clubs at Newark. One month later you guys end your partnership with Continental, so now I'm out of luck and cant uses the Continental clubs. Its these types of things that shed a bad light on your company. I told this to Continental, would you like to know what they did about the situation. They made me a Platinum member for 2010 & 2011 under their new frequent flier program to match my status on Delta. Thats the kind of customer service I expect from an airline I spend my money with. Once again, I am writing this letter to let you know how a frequent flier of your airline really feels. I hope you see fit to make this situation right and to keep earning my business. Thank You On Tuesday, October 27, 2009, at 01:05PM, "Customer Care Exchange" custrel@nwa.com> wrote: , RE: Case Number 8257328 Thank you for sharing your concerns regarding the service provided while traveling with us from Greensboro to Los Angeles and New York to Las Vegas. On behalf of everyone at Delta Air Lines, I sincerely apologize for letting you down in so many ways. Please know we appreciate your kind comments regarding the service your received from Cynthia Pinto, one of our team members at the JFK ticket counter. We believe our employees are our most important assets, and I am happy to learn that our agent exceeded your expectations. Please know I will be sharing your comments with our Airport Customer Service leadership team so this employee receives appropriate recognition, on your behalf. Thank you for sharing your thoughtful remarks. I am truly sorry for the frustration you experienced when your plans on September 19 were disrupted due to the delay of our flight 6567 for crew reasons. I also understand the disappointment and frustration you experienced when your connecting flight in Atlanta was not held. Please know that any decision to hold a flight for connecting passengers is made on a case-by-case basis. Respectfully, our team members at the gate are responsible for an on-time departure. Nevertheless, I understand your frustration with the delay and missing the connecting flight. I also recognize the plane was still at the gate, the door was open, and the jetway was in place. At that point, the weight and balance most likely had been calculated, and the Air Traffic Control (ATC) departure slot may have already been received by the Captain. Any delays at that point could cause us to lose our departure slot. As our customer, you are in the best position to point out areas that need attention. I am sorry to learn our agents and supervisor in Atlanta were unable to find an acceptable alternate flight for you in a more timely manner. Our goal is to provide consistent and accurate information to our passengers at all times. I am truly sorry in this instance you did not receive the service you expected and should have received. Our records indicate that 5000 bonus miles were added to your frequent flyer account as a sincere gesture of apology for the this unfortunate incident. I am truly sorry for the slow moving first class check in line you encountered at our ticket counter on September 26. Our goal is to assist passengers in the timeliest manner possible, and I apologize, again, that your experience was to the contrary. We also appreciate your comments regarding the unsatisfactory customer service you encountered when you approached our Red Coat, Mr. Duncan, for assistance. After reading your remarks, I certainly understand why you wanted to bring this matter to our attention. I am also sorry for the delay locating the supervisor to approve the alternate flight. I am truly sorry you did not receive the service you expected and should have received, as we expect our employees to be helpful and professional at all times. I am so sorry your experience was to the contrary. We know travelers need an airline they can count on, and I recognize how upsetting it is when plans are disrupted. Additionally, when delays of this type result in an overnight stay, we should have made every effort to provide you with meal and hotel accommodations. I am a bit confused, as I understood you rented a hotel room in Los Angeles and had to rent a car to go to Las Vegas. However, from the receipts you provided, I see you rented your car and in Las Vegas. Respectfully, I must decline your request to reimburse your hotel and rental car expense. We are sorry to disappoint you as I understand this is not the answer you were expecting. Mr. King, it is abundantly clear that your recent experiences flying with Delta were far from shining moments in airline travel and far from the level of service you had every right to expect. We want to respond to any service problems with improvements---not excuses. Please know a formal complaint has been recorded on your behalf and your letter has been shared with the Airport Customer Service leadership team for internal follow up. In appreciation of your Platinum status and as a gesture of goodwill for the numerous service failures you experienced, I have added 15000 bonus miles to your frequent flyer account. Please allow three business days for the miles to appear in your account. Mr. King, I hope I have been able to resolve your concerns about our service. Your support as an esteemed SkyMiles Platinum Medallion member is important to Delta, our Connection Carriers, and SkyTeam partners. We look forward to your continued patronage. Sincerely, Rachel Rutherford Coordinator, Customer Care Northwest/KLM/Delta Air Lines Northwest Airlines is now part of Delta Air Lines Original Message Follows: ------------------------- Lets see if this works Please refer to Case Number 8257328 Thank you Ms Rutherford for your response. You have restored my faith in that Delta is not just a big faceless company, but a company that cares about their customers. Below is the information you asked for, although my letter wasn't intended to get reimbursed for the money i lost. My initial intention was to bring to your attention problems i have had in service and to alert you of how one of your supervisors was treating not only me, but other customers as well. I don't know how Delta investigates these types of situations, but in my opinion Mr Duncan from the JFK terminal really needs to be reprimanded. I do have one request if it is in your power. I really enjoy the menities that comes with being a platinum member in the sky miles program. I am going into my second year as a platinum member. I am very close to becoming a new Diamond member. If you can help me out with any MQM miles towards that membership would be greatly appreciated. If not, then anything you can do would also be greatly appriciated. Once again I appreciate your help and understanding. Hotel Palazzo Resort Hotel Casino 3255 Las Vegas Blvd South Las Vegas, NV 89109 877-4445777 Check-In: Saturday, September 26, 2009-03:00 PM Check-Out: Monday, September 28, 2009-11:00 AM Room 1: om Subtotal: $300.00 (USD) Taxes and Fees: $48.70 (USD) Total Room Cost: $348.70 (USD) Car Avis McCarran Intl. Airport, LAS Las Vegas, Nevada Map Pick-up details Sat, Sep 26, 2009 at 8:00PM Dropoff details Mon, Sep 28, 2009 at 8:00PM Car rental Car daily rate: - Hotwire Hot Rate $16.95 Rental days: 2 Subtotal: $33.90 Tax recovery charges and fees: $22.03 Total price: $55.93 HotDollars and gift cards**: -$0.00 Total charges to your credit card $55.93 On Thursday, October 22, 2009, at 07:31AM, "Customer Care Exchange" custrel@nwa.com> wrote: RE: Case Number 8257328 Thank you for your prompt reply. I regret that I did not receive the receipts as I believe something on our side is blocking me. Can you proved the dollar amount that you had to spend for your rental car and the hotel? I apologize for the delay and the technical challenges we are encountering. I look forward to reviewing your concerns. Thank you for choosing Delta. Sincerely, Rachel Rutherford Coordinator, Customer Care Northwest/KLM/Delta Air Lines Northwest Airlines is now part of Delta Air Lines Original Message Follows: ------------------------- here you go again, i resent the receipt's Please refer to Case Number 8257328 Thank you Ms Rutherford for your response. You have restored my faith in that Delta is not just a big faceless company, but a company that cares about their customers. I will send you the 2 receipts you asked for, although my letter wasn't intended to get reimbursed for the money i lost. My initial intention was to bring to your attention problems i have had in service and to alert you of how one of your supervisors was treating not only me, but other customers as well. I don't know how Delta investigates these types of situations, but in my opinion Mr Duncan from the JFK terminal really needs to be reprimanded. I do have one request if it is in your power. I really enjoy the amenities that comes with being a platinum member in the sky miles program. I am going into my second year as a platinum member. I am very close to becoming a new Diamond member. If you can help me out with any MQM miles, it would be greatly appreciated. Once again I appreciate your help and understanding. On Wednesday, October 14, 2009, at 07:58AM, "Customer Care Exchange" custrel@nwa.com> wrote: RE: Case Number 8257328 Thank you for writing about your recent flight experiences. On behalf of Delta Air Lines, we sincerely apologize for the numerous service failures you experienced on these trips. I am truly sorry for the incidents you described and would appreciate the opportunity to further review your concerns. In order to fully assess this matter, I will need the following information. - Receipt for hotel and rental car. If a receipt is unavailable, you may provide a retailer's statement of the original cost and date of purchase, signed, and on business letterhead. If you will please reply to this email and refer to case 8257328, I will respond as quickly as possible. Mr. King, as an esteemed SkyMiles Platinum Medallion member, you are an integral part of our customer base and we are always interested in your feedback. Thank you for taking the time to write. We deeply value your business. Sincerely, Rachel Rutherford Coordinator, Customer Care Northwest/KLM/Delta Air Lines Northwest Airlines is now part of Delta Air Lines Original Message Follows: COMMENT DETAILS: Comments: To whom it may concern: I am a long time frequent flyer with Delta. platinum medallion Recently I have had two experiences on Delta to make me question why I would still want to patronize this airline. I have had very satisfying service from Delta in the past, so I am writing this letter first to see if this will fall on deaf ears and second to see how customer service handles these complaints. Situation 1 On 9/19 I was on a flight from Greensboro NC to Los Angeles LAX with a layover in Atlanta. Upon arrival to the Greensboro airport I find out that the outgoing flight is 40 mins delayed. I asked at the counter why is the flight delayed. The lady tells me the flight is delayed because the crew is late. Nothing mechanical or nothing weather related. The plane is delayed because the crew is late. I then ask her about my connection. She tells me, don't worry, you will have plenty of time and they know you are coming. The Greensboro flight finally takes off. We land in ATL 25 mins before my connection flight takes off. I run to the gate and get there 15 mins before the flight is supposed to take off. The gate is empty and the doors are closed and no agent is in site. I look out the window and see the plane still there with its door still open. I stand there for 10 mins and watch the plane leave 5 mins early. Finally I go to the help desk and find out that the plane has left early and they have re booked me on a flight that leaves in 6 hours. After arguing with the lady on the phone she books me on the next flight out. Now I was originally in business class and she now books me in coach in a middle seat. When I realize this I then go to a red coat supervisor and explain to him my situation, he says he can't confirm me in business but he will put me at the top of the upgrade list with special priority, there are 4 seats so you will make it. I wait at the gate 15 mins before the flight leaves I ask the agent and she tells me all the business seats are gone. I go back to a red coat and he pulls me to another gate to try and fix it. By the time he figures out he can't do anything the flight is now closed, so I miss that flight. He says he can't confirm a business seat until a late evening flight. I just walk away from him with no flight now. I end up calling the medallion desk who was not only able to book me on the next flight out but was able to confirm a business class seat. Now my concerns with this whole ordeal is that 1. My flight was delayed because the crew was late, nothing mechanical and nothing weather related 2. If they knew they had passengers connecting to this flight that landed 25 mins before the flight takes off why would they depart early 3. Why were there no agents at the gate, and I did find out there was only 1 agent loading a 767 4. Why did I have to talk to 4 people to finally get booked on a flight Situation 2: I had a flight booked on 9/26 from New York JFK to Las Vegas. Now I repeatedly tried to check in online for this flight but could not. I was told by customer service that since I was upgraded I would have to check in at the airport. That has never happened to me before, but fine, I will check in at the airport. I arrive 1 hour before my flight. I walk in and ask the greeter where to check in, she directs me to the first class line. I am second in line. There is one agent working first class check in. 5 mins pass, 10 mins pass, 15 mins pass and the line has not moved. I get out of line and walk up to the red coat supervisor who's last name is Duncan. I tell him, sir, I've been standing in line for 15-20 mins, my flight leaves in 40 mins and the line has not moved. I'm going to miss my flight if someone doesn't help me. Can we get some help at the first class line. I couldn't believe what was said to me next. This man tells me that he doesn't like my attitude and have I ever heard that you get more with honey than you do with vinegar, and that he wasn't going to help me. I follow him back to his counter asking him to help me and he ignores me. This is supposed to be a supervisor. After standing in front of him he finally looks at my ticket and say you are to late, you just have to fly tomorrow, I say I can't fly tomorrow, I have an event I have to be at tonight, can you re book me even if I have to connect. He says no, I have to get back in line. I couldn't believe what I was hearing. Now I fly Delta a lot and I have never heard anything like this before. He then just walks away. I go back to the greeter and ask for a supervisor. Come to find out there is no other supervisor on duty. While I am explaining to the greeter what happened, another agent named Cynthia Pinto overhears what I am saying and pulls me to her counter and tried to help me, by this time its now 15 mins before the flight leaves. She calls the gate and asks if I can gate check my bag, they say no, its to late. My first thought was why didn't the supervisor do that form the beginning. She then tried to rebook me on another flight, she finds a flight, but needs a supervisor to approve it. No supervisor is around, I end up missing the window for that flight. So now there are no more flights to Vegas. I demand to see a supervisor above this red coat on duty. After waiting 20 mins with the agent, she finally locates the head supervisor, a Mr Mohammed. Come to find out he is busy trying to check in people for another flight. I have to wait 20-30 more minutes until he is free. I explain to him what happened, he offers me to book me for the next day and a hotel to stay in, I just ask him to put me on a flight to Los Angeles. He books me on a flight to LA with a connection the next day to Las Vegas. I end up in LA missing the last flight to Vegas and still having to pay for my hotel and rent a car because it was to late to cancel my travel arrangements. Concerns: 1. How is a red coat supervisor able to speak to the customers disrespectfully and anyway he feels like 2. Why is a counter agent trying harder than a supervisor to satisfy a frequent flier customer 3. Why is there only 1 supervisor on duty at one of the biggest airports (JFK) in the country and it takes over an hour to get the head supervisor It would be greatly appreciated to get some response to these matters. |
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#2
Nov 3, 2009, 11:54 PM
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The sheer insincerity and crass "cut and paste" answers are the answer you need. Pack your bags and run to Continental. They appear to want your business more..
You outlined the problem. Gave them specifics, named names. Gave praise where praise was due, critiqued where the service standards failed to meet the expected standard. At the end, you suggested a remedy which would resolve the matter to your satisfaction. Delta had an opportunity to reinforce your loyalty. But Delta did, what Delta does. They f****d it up. First, they failed to adequately address your complaint in the initial responses. Mis-read the circumstances.. implied you would be reimbursed, then refused the reimbursement and finally failed to even respond to your suggested remedy. Classic mishandling... I hope you follow through and switch to Continental. Then write and tell them where to stick their awards... the final line of your letter should read... "I am sorry to disappoint you, as I understand this is not the answer you were expecting". |
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#3
Nov 4, 2009, 1:39 AM
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I am with Jimmworks here, say goodbye Delta
they are incompetant at the basic skills, at least they were able to have the writting prretty understandable, to bad their reading skills are not adaquate. I mean i am sure that they must read more complicated and crazy complaints than this one, this one seems to be straightforward and clear..........and they still have difficulty The skyteam that Delta is in is a pretty good one; however, they are not Delta, Delta is an identity that you shouldnt want to be proud about, i am sure that they keep some loyal customers happy but at one point you know that they will drop the ball and make little effort in trying to fix it, everyone else is just another object taking up space and paying them to mess up See if there is another airline, especially a competitor to Delta, that you can use thatwill give you the most benefits, since i can almost guarentee better service and experience, Delta pretty much doesn't take the cake in the disasterous airline category they take the whole bakery and their supplies (aka Delta doesn't know how to keep customers happy and always have problems........they couldn't see an elephant if it was right in front of them) However, if you have recieved good service thats upto your liking for the majority of the time and they offer the flights that you like (scheduling and routes etc) AND can't find a deal with another airline such as continental than stay with Delta....but i suggest that you do switch (remember that nothing will ever be perfect, but delta is going the opposite way, they are bad and only getting worse) your "demands" well request was not asking for too much, and if your a loyal delta customer than they should work out a way that would satisfy your request, its not asking for a million $ your just asking for the miles to be put in your MGM accout, i get that its not policy but they could bend it to keep customers, they seem to bend their policies in their favor and leave their customers out to dry and the supervisors just dont want to be there, they most likely dont like their job, but everyone is different and some people are helpers and others aren't its just who they are...........you would hope the sups. are "helpers" too well good luck and if you do switch i would do what jimw said, send a letter and end it the way he put |
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#4
Nov 5, 2009, 2:56 PM
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Thanks For your Replies...
I just wanted to know if I was being unreasonable, which I didn't think I was. Since then I have flown with Delta but I have also flown 2 flights on Continental which I normally would have flown Delta, and I look closer at using other airlines when previously i wouldn't think twice about booking with Delta. Its great to have choices... I wonder if Delta reads these reviews, because there are a lot of people unhappy with their service... |
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#5
Nov 5, 2009, 4:11 PM
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My latest back and forth with Delta Customer service
RE: Case Number 8257328 I think it is best that we just end our communication because now you are just antagonizing the situation. If you understood my last response, it is clear that I have already made a decision and a choice in my mind on Delta. You obviously do not under stand my disappointment and if you cant handle a simple task as making a loyal frequent flyer feel compensated for Deltas bad service then what possible attempts can you make to provide future service that earns my respect and confidence. By the way "I am sorry to disappoint you, as I understand this is not the answer you were expecting". Thank you On Thursday, November 05, 2009, at 07:59AM, "Customer Care Exchange" <custrel@nwa.com> wrote: >Dear Mr. King, > > > >Thank you for your latest communication. On behalf of Delta Air Lines, >I apologize, again, for your frustration with my responses. > >I understand your continued disappointment. After additional >consideration, I regret we have been unable to resolve this matter to >your satisfaction. Again, we must respectfully deny your request. > >Please know we will make every attempt to provide future service that >earns your respect and confidence. Thank you for writing. > >Sincerely, > >Rachel Rutherford >Coordinator, Customer Care >Northwest/KLM/Delta Air Lines > >Northwest Airlines is now part of Delta Air Lines > > > >Original Message Follows: >------------------------- > >You talk about integrity of your program, what about the integrity of >your service > >Once again, i'm glad I have choices in airline travel > > > > |
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#6
Nov 5, 2009, 4:39 PM
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Quote:
Quote:
I was status-matched from Silver up to Platinum by Delta back in January after Continental announced their firm departure date from SkyTeam. Although I haven't had any major issues with them this year I have flown them less and less. After Continental's entry into Star 10 days ago I have decided not to fly Delta any more this year and unless they are significantly cheaper I will avoid them next year as well. I have an unused credit which will expire September of next year but will hold on to that for either an emergency or last-minute impulse trip. Otherwise it's bye-bye Delta and SkyTeam. Edit to Add: I just looked at that DL credit. The last three letters of the locator are RID! I guess they knew! LOL Last edited by PHXFlyer; Nov 5, 2009 at 4:41 PM. |
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#7
Nov 5, 2009, 4:43 PM
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good response!
shows 2 things about Delta, they dont care about their customers and their loyal frequent flyers, and that Delta is not customer oriented and have workers that shoudn't be qualified, they would "crash into the only tree in the desert" when it comes to customer service and satisfaction....no idea what to do or how to handle and please the customer but yeah its always good to be able to choose, and they say never mess with a good thing, and always change what is bad......thats what you are doing, using other airlines and cutting off the weak link Delta so i hope that we helped and that your troubles with Delta are over, they are incapable, and you were very reasonable |
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#8
Nov 5, 2009, 5:14 PM
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i am with PHXflyer that the Star Alliance is a much better alliance especially when flying internationally, and continental are a decent airline, best domestic airline in my thoughts here, there are good smaller airlines but as a whole i would say continental is the overall best domestic airline
i am flying on delta in a few months to salt lake city for a ski/snowboard trip, and chose Delta due to the schedule and my friends booked their flight before so i figured it be easiest just to go on the same flight so we dont have the hastle of searching for each other, chances are it will be a regular boring uneventful flight but with Delta you gotta be prepared |
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#9
Nov 5, 2009, 11:48 PM
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What is going on here? I am starting to get worried. I thought my role on this board was to be the obsessive Delta hater.....
~Still.. I guess I get to say I told you so.... |
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#10
Nov 6, 2009, 12:02 AM
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jimworks dont worry we will let you keep your role, if it keeps you happy haha but i dont think there are too many delta lovers out there
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#11
Nov 6, 2009, 1:16 AM
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Hey Guys, who says you can't go to the top
After the responses I received I decided to write the president of Delta, Richard Anderson. I received an email back from his executive assistant. I have to admit, they got back to me in a timely manner, and it felt like a sincere apology. I think my faith in Delta has been restored I just booked 2 flights on Delta... Read Below... Re: Case #: 7943308 Thank you for writing to Richard Anderson and allowing us the opportunity to further review your concerns. I am sorry you were dissatisfied with Ms. Rutherford's response. I understand you feel that Ms. Rutherford missed the point of your previous correspondence, and I apologize for any frustration this caused you. We want to respond to any service problems with improvements - not excuses. Our goal is to ensure our customers have the most enjoyable and hassle-free experience possible throughout their interaction with us. Allow me to explain our process. Mr. Anderson and our Airport Customer Service Leadership team have now thoroughly read your correspondence and analyzed and recorded the details of your concerns and your experience. Please be assured steps will be taken to prevent this from happening again in the future. Our team members are expected to work with all of our passengers politely and respectfully at all times and we are taking your concerns very seriously. Additionally, I acknowledge that you feel the solutions we provided cannot be considered equitable. As such, I was happy to review each correspondence to determine what transpired to determine if a different outcome should have resulted. Your disappointment is understandable and the lack of caring assistance to your needs is entirely contrary to the level of service we want you to receive. Therefore, Ms. Rutherford provided you with a tangible gesture in an attempt to show you in words and actions that we are truly sorry for the poor service you received. I understand your wish to receive MQMs instead of bonus miles. Ms. Rutherford has correctly advised you that we do not provide MQMs as a compensatory tool or as a gesture of apology toward a service failure. We strive to provide equal consideration to all of our members with similar circumstances, and we receive many inquires from customers who are unable to reach the required MQMs. To maintain the integrity of the program and be fair to everyone, we must respectfully decline your request for MQMs. Recognizing that we cannot always come to mutual agreement, please know I am very sorry that ill feelings still remain on your part regarding this decision. Moreover, it is important to mention that while you feel our efforts to resolve your concerns have not been equitable, your disappointment with the service you had received has been met with a significant gesture of apology. However, in an effort to show you we do care about the phenomenal loyalty you have shown us through the years, I have sent you a small gift as a token of our appreciation. I know a gift may not erase the negative impact this past experience and your frustration with our responses, nevertheless, I hope that an immediate recognition of your disappointment will symbolize our commitment to a future partnership. Feedback from our most valued SkyMiles members is important to us, so we appreciate the time you took to share your experience. We certainly recognize your phenomenal loyalty to Delta as evident in your Platinum Medallion status. As a valued customer since 1991, comments like yours are critical in evaluating our policy, procedures, and services. We ask for your patience and continued loyalty as we create America's premier global airline and hope you can make the decision to move forward from this event. As an elite member, you are an integral part of our customer base and we are always interested in your feedback. Thank you for taking the time to write. We deeply value your business. Sincerely, Executive Assistant -----Original Message----- To: Anderson, Richard Subject: Maddddddddd!!!!! An unsatisfactory reply to a legitimate complaint... Dear Mr Anderson Im sorry to bother you with this complaint. Im sure you are very busy but i feel it was important to let you know how one of your loyal frequent fliers feel. I have been flying with Delta for years now and I am a Platinum skymiles member. In the past I have had nothing but excellent service from Delta on which I now come to expect. Recently I have had several bad travel experiences on which I complained to you customer service department about. To no avail, I believe that they have not been adequately dealt with. I have sent you my correspondence with you customer service department below or you may look it up by the reference number. I please ask you to read them and decide if you feel my complaints were handle to your expectations. The email chain starts at the bottom. I thank you for your time |
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#12
Nov 6, 2009, 3:11 AM
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Mr. King:
I'd love to know what that "gift" is---a wall calendar?? If I ran a business, and you gave me as much business as you've given to Delta, I would have written you a check to cover your expenses. Your past business, and potential future business, would clearly justify it. However, as 66% of this board constantly reminds everyone, this is NOT Walmart, this is the "airline world." Therefor rational ideas about how to conduct a business do not apply. I'm glad there are SOME creatures working for Delta that have a pulse. Fortunately for you it looks like you found someone who listened. It would be nice to think this is the last time you'll encounter a phalanx of airline robots. However I have my doubts. Regardless of the "contrition," you are STILL doing business with Delta Air Lines. |
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#13
Nov 6, 2009, 4:33 AM
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well i am glad that you are satisfied with the outcome, and yeah dont make a rash desicion to jump airlines after being with them for so long with basically a clean sheet other than this one situation......i just dont have too much faith in Delta because i hear all these things that have happened and that they dont exactly have a sound business.
But congradulations on getting to the top and being persistant, never hurts to try, and it showed that there are some people that do care (or make it seem) and even though they rejected your request they made it as polite and caring as possible, you even received a gift, whatever that may be |
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#14
Nov 6, 2009, 8:15 AM
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I will let you guys know what the gift is as soon as I receive it.
But as I stated, my intent was never to get reimbursed for my hotel and car rental, but rather to bring to their attention these problems with their service and to find a competent person to listen to my situation. Also, to offer a genuine apology and not some cut and paste text book answer. I believe Mr Anderson's Assistant took the time out to research my situation and was sympathetic and apologetic. It wasn't some generic answer. |
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#15
Nov 6, 2009, 9:20 AM
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If Delta had sent this reply after your first complaint, it would be a good response. To me, in is inadequate after the ridiculous email table tennis you were put through.
The standing on principle of not awarding MQM miles is nonsense, if Phx is correct in his post. The value of the gift is irrelevant; what you wanted was proper investigation, reassurance that your concerns were heard and would be acted upon and some recognition of the inconvenience you had been caused. It took far too long to get it and you had to go far to high up the chain to get this. This illustrates that the employees in Delta are either not empowered to deal with the situations at the start; or are not bright enough to distinguish between some whiny passenger complaining about being bumped into by a FA and demanding a free round trip; and a customer who has flown loyally with Delta since 1991 and generated significant business for them. I think your persistence in this matter reveals that you were most reluctant to switch carriers and that you had residual loyalty notwithstanding your experiences. You appear to be extraordinarily lucky anyway.. Delta are a nightmare and if this is your only significant negative experience since 1991, you should start doing the lottery more often. You appear to be blessed with a excess of good luck. This is one of the reasons airlines don't change... Finally, When I read this... I nearly choked on my cornflakes!! Quote:
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#16
Nov 6, 2009, 3:51 PM
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i guess i'll play Power-ball tonight...
I do agree it took far to long to get a acceptable answer, and having to email the president of the company to get results should be far out of the norm. But as you know I have been flying with Delta for a very long time and have had more positive experiences than negative and just the fact that someone with authority in the company is paying attention is enough for me to give them another chance. Its hard finding good employees that share the same vision and company goals as their leader. Most of the time they are robotic and just go through the motions. But sometimes you do find that one that will go above and beyond to help their customers as Ms Pinto demonstrated. |
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#17
Nov 7, 2009, 2:27 AM
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Quote:
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#18
Nov 7, 2009, 2:53 AM
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i believe that to make it happy would be the fact that you shouldn't have to go upto the high up people to get a matter like this solved, and that the "customer (dis)service" should be able to comprehend a straight-forward complaint....as it is shown that he wanted to point something out and Delta kept overlooking it and misinturpreting everything......also it shouldn't take so many responses and times to get to the understanding......granted it was the same outcome but its the principle of them not being able to read thouroughly and indicate what is being said
if your going to deny something than at least acknowledge what the person is talking about and understand where they are coming from |
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#19
Nov 7, 2009, 3:27 AM
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Wait a minute, I'm confused. You got the same resolution even if you hadn't gone to the top. The only thing the OP recieved was a deeper apology than the cut and paste (which isstill cut and paste) and a gift. I doubt its anything small, but after reading all the responses and the final response, to me, they look pretty similar. Well not too similar, the first responses danced around the MQM points, which you still ended up not getting, and the final response said straight up "no mqm miles".
The easiest way to resolve it and it didn't have to be quick, would be to throw some MQM points you're way. But i am also happy you are pleased with the results. and to make myself feel better, i'll be jim and say "damn delta! If the airlines were re-regulated then such things wouldn't happen. They are the worse!!" aaaahhhhhhhh closure...... |
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#20
Nov 7, 2009, 3:52 AM
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i say that even though he wasn't about to get the points put towards his MGM account that it was still somewhat positive by Delta, granted if your given a bunch of tries to do something over and over it will be done properly
yeah they were all basically the same and all said no to his request, but its good that he percieved and got his point understood, and that someone higher up actually read it and considered the action (shouldnt need to go nearly as high) And when it comes from someone in power than it seems more understanding, like you feel that they actually took things into consideration and that maybe later on they will change things to make it better.....who knows delta is a lost cause until there is an overhaul or some form of change |
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#21
Nov 7, 2009, 4:31 AM
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Exactly Mars
you understood my point... I know this person read and reviewed my situation because of the personal information within her response. Although I didn't get the MQM miles I did reach someone who I felt genuinely knew where I was coming from. |
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#22
Nov 7, 2009, 6:46 AM
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I want to tag something to the end of this as a side note. While I cannot divulge any specifics yet, I will say that 2010 has quite a few exciting changes coming for the medallions and first/business class travelers. I hope you all will keep an eye out for these changes as I think they will address many of the issues and concerns our frequent customers are having as well as more than compete with our competitors programs. DKing, thanks for giving us another chance to prove our commitment to you as a loyal customer. PHX, I hope you don't just let your miles and membership expire, I'd love to see you flying with us again. And Jim, while I am almost certain there is nothing I can say or do to change your mind about Delta, just want you to know we still love you!
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I think Bigfoot is blurry, that's the problem. It's not the photographer's fault. Bigfoot is blurry, and that's extra scary to me. There's a large, out-of-focus monster roaming the countryside. Run, he's fuzzy, get out of here. - Mitch Hedberg |
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#23
Nov 7, 2009, 7:36 AM
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I think I am going to faint... I am agreeing completely with mars. The issue here is not that the end result was the same... it is that when a customer makes a complaint, they are angry and upset and they want to feel that their complaint was taken seriously and heard.
Delta (and they are far from alone in doing this) use a "cut and paste" canned response, which reeks of insincerity and which often indicates that the basic point of the complaint has not been understood. This has the exact opposite effect to the one intended. It inflames the situation and distances the customer further from the company. To do this with people who are loyal customers since 1991 and very frequent flyers is stupid. Quote:
We decided to completely revise how we handled complaints. First, we spoke to the complainant, rather than respond by canned letter. If we disagreed, we told them why. If we made a mistake, we admitted it and told them what we would do about it. We often could not resolve it to their satisfaction. For example, they would say xxx should be fired, she should not be working in healthcare. We would respond that whilst we understood their feelings, we were required to take a balanced perspective, but that their specific complaint would be acted upon. The effect was marked in terms of our customer satisfaction. To be clear Bob... the outcome was not the same. Although Delta did not award the MQM miles he asked for, the difference in his feelings towards Delta was dramatic. Once he felt heard, he immediately rewarded the company with further business. Prior to that, he was contemplating moving his significant business to a competitor. Delta should be grateful... and share this email exchange with the dolts who work in their complaints department. It illustrates perfectly the point... listen to the customer and acknowledge when mistakes have been made. Not everyone is after everything they can get. Justme, I appreciate your love.. but sadly our divorce was complete and final when you lied to me and stranded me penniless and alone. In any event, my remedy for Delta is an act of love... I would break up this monopoly, order you to reduce the number of take off and landing slots at Atlanta to less than 35% and face proper competition. You would transform into a customer focussed love machine. Sadly, it ain't gonna happen... |
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#24
Nov 8, 2009, 12:38 AM
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"Justme" wrote:
2010 has quite a few exciting changes coming for the medallions and first/business class travelers. Justme, a suggestion for your superiors: Forget about those "exciting changes" and spend the money, instead, on improving employee morale. For starters, Delta should re-consider its current anti-labor posture and accept the delay in the union organizing vote. The stereotype of unions protecting bad workers can be addressed if management is willing to bargain in good faith and be realistic in its expectation. Obviously, the same could be said for the union side. A fancy new two million dollar plane doesn't mean a thing if you have help that is so demoralized that they drive-away your customers. |
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#25
Nov 8, 2009, 1:06 AM
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Quote:
The reality is, Butch that the upper management for the most part doesn't care. And that's because as much as people sit here and say "I'll never fly this airline again" they still book a ticket next week (or whenever) because the fare is much lower. That's why as much as people gripe about fees, they just keep uping them. People keep coming back. It's the same thing as Wal-Mart. So many people hate that store, yet they keep going back. |
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