[ebarak]

I'm a Diamond Medallion and a Million Miler at Delta, and you would think the airline will pay extra attention to it's top tier customers.
5 weeks ago I had a terrible experience in business class on DL 153 from Tel-Aviv to Atlanta and send an email to Delta. I immediately got a confirmation email and a case number (2087555 on 12/6/10). It said I should get an answer within 7 business days. I'm still waiting.
I sent them a reminder on 12/17/10 and got a new case number 2176635 and another promise to get an answer within 7 busuness days. I'm still waiting.
It is now more than a month and still no answer.
What's going on with Delta ?
The merger with NW killed their ability to provide simple customer service ?

[jimworcs]

The merger with NW killed their ability to provide simple customer service ?

Delta were bad before..the merger with NW killed NW's customer service, which was much better than Delta's. Delta was an unaccountable monolith before, with bad customer service, so bad that they went bankrupt. The rescue and merger taught them a valuable lesson. You are rewarded for providing bad customer service and allowed to emerge as the largest airline in the world. At that point, their pisspoor customer service deteriorated further and they now have a "toxic" attitude to their customers. They are simply and opportunity to milk for greater revenue and no interest is shown in service or their concerns. They are too big and know that you will use them again regardless. And, if you have that many miles, they are probably right. Frequent flyer mile junkies keep these monoliths going...