[unhappy delta]

delta doesn't care
All I wanted was an apology from the counter person who made my life miserable and this year my granddaughter does not want to fly to join us on her vacation because of the treatment we received last year and this why I am writing. This year I am flying another airline.

Someone should have recognized that I was only a few charges from getting an upgrade using my Delta Platinum AmEx open card (25,000 additional miles) when I canceled the card,we therefore must have been very unhappy. I guess Delta really doesn't care.

I rejected the $50.00 offer they made because the people responsible will continue to treat passengers like dirt. If they were penalized or had to apologize to the customer ... . This is not the first time that I have had problems with Delta personnel, I have never complained, but the way in which we were treated this time is unconscionable and the people at The PBW station should be reprimanded.

I paid all fees with no complaints and went along with all the rules, I expect that Delta do the same. Delta personnel say they are treated poorly by the flying public but, this was the worst treatment I ever received from any airline personnel, so what can they expect?

The following are some of the messages. There was never a response to the last message.

The TSA screening at WPB was a pleasure, but not Delta!

Dear Mr. Anderson,
This message is for your information.
Since I never received a response I assume that it was never received or that DELTA really doesn't care.
This may be why you are at the bottom of the list of customer satisfaction of the major carriers.
Ira Z. Nitzberg

From: irazn irazn <irazn@yahoo.com>
To: Contact Delta <ContactUs.Delta@delta.com>; "RichardHAnderson.Delta@Delta.com" <RichardHAnderson.Delta@Delta.com>
Sent: Tuesday, August 16, 2011 11:38 PM
Subject: Re: PBI Re: CC-Customer Care-Complaint-Airport 10696289 (KMM10082396V45039L0KM)


I was not looking for compensation nor for an apology from you. The apology should have come from the station manager and the your representative who set me up, the employees who lied and embarrassed me and my family and made a 13+ year old cry.

If you wish I have found the pass allowing me to go through TSA and one of Mariel's boarding passes. Having the staff and manaqgement that caused the problems at PBW not be held accountable for their treatment of your travellers is unconscionable. I find it difficult to believe that Delta is unaware of what happened that day at PBW and that it doesn't happen on a regular basis. It reinforces why Delta is at the bottom of the list when it comes to customer service.

Having run my own business for over 30 years, if I received complaints such as mine, I would have had someone sent to the site and acting as a customer, check out the service offered at that station. I'm sure if you solicited comments as an ordinary traveller on a social networking site you would get unbiased comments and would really know what is going on.




----- Original Message -----
From: Contact Delta <ContactUs.Delta@delta.com>
To: Ira Nitzberg <irazn@yahoo.com>
Cc:
Sent: Monday, August 15, 2011 9:39 PM
Subject: Re: PBI Re: CC-Customer Care-Complaint-Airport 10696289 (KMM10082396V45039L0KM)

Dear Mr. Nitzberg,

RE: Case Number 4018861

Thank you for writing and allowing me the opportunity to further review
your concerns. On behalf of Delta Air Lines, I am genuinely sorry you
were dissatisfied with my response.

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. Respectfully, additional
considerations would not be due. I am sorry to disappoint you, as I
understand this is not the answer you were expecting.

Mr. Nitzberg, again, I apologize. Your support is important to us, and
I thank you for your additional time and effort. We look forward to the
privilege of serving your air travel needs again soon.

Sincerely,

Pauline P. Gomes
Coordinator, Customer Care
Delta Air Lines

Original Message Follows:
------------------------
Thank you for your prompt reply, I had the AX Platinum card for several
years prior to the flight.

I guess that, although I used my airmiles and paid the additional fees
with my AX Delta platinum business card my grand daughter was not
eligible for the first bag waver. I seem to misunderstand Delta's rules
quite often. When I upgraded my card to Platinum I was told that I
could use the Sky Club with no fee. I have a handicap (not obvious but
I was using a cane which was obvious) and while waiting for a flight
(NES 688) at LAX on Dec 7, 2009, I needed to use the restroom I
presented my card but was denied entry to the club. Only then did I
become aware that my Platinum Business Card was not really a Delta
Platinum Card.
Someone should have realized that I was upset with Delta when I canceled
my card although I would have gotten additional 25,000 Medallion miles
based upon the use of the card.
Your offer while kind is of no value and unacceptable. It covers the
expense already paid for the baggage and can only be used if I fly
Delta, I do not expect to fly Delta in the future, if I can avoid it. I
will be flying to Florida and have booked reservations on another
airline so we have no need for the vouchers at the present time. Please
do not send them!
I have also replaced my Delta AX card so that accumulating miles is not
something that I will be doing actively for the foreseeable future.
Please note that I usally do not complain regarding problems but when I
do I consider them to be severe enough to call attention to them. I'd
like to see the problems fixed and I'd be curious to know what will be
done regarding my complaints so that they do not occur in the future.
Thanks,
Ira Nitzberg



From: Contact Delta <ContactUs.Delta@delta.com>
To: Ira Nitzberg <irazn@yahoo.com>
Sent: Wednesday, August 10, 2011 9:58 PM
Subject: PBI Re: CC-Customer Care-Complaint-Airport 10696289
(KMM10050610V27872L0KM)

Dear Mr. Nitzberg,

RE: Case Number 4018861

Thank you for your additional comments regarding our recent exchange of
e-mails. On behalf of Delta Air Lines, I sincerely apologize for the
inconvenience caused to you and your granddaughter due to the lack of
customer service you encountered by our agent over the phone and at the
airport.

I recognize your dissatisfaction as our agent over the phone gave you
incorrect information regarding the checked baggage fee. Our goal is to
provide consistent and accurate information to our passengers at all
times. Also, I was concerned to learn of any misinformation you may
have received regarding the American Express first bag free policy for
select American Express (AX) SkyMiles credit card holders. The waiver
applies to any market that charges for the first bag up to 50 pounds on
segments originating on a Delta or Delta connection carrier.

- AX cardmembers with a Gold, Platinum, or Reserve Delta SkyMiles credit
card from AX are eligible for the benefit. Delta SkyMiles "Classic" and
"Options" cards are not eligible for this benefit.
- To receive the waiver, the cardholder must have received their
eligible card from AX by the date of travel.
- Companions/family members (up to 8 additional passengers in the same
PNR as the primary card holder) are eligible to receive the waiver.
- Supplementary cardholders on the same AX account are not eligible to
receive the waiver.
- Delta marketed codeshare flights are not eligible for the waiver even
if the reservation has been confirmed through Delta. The waiver applies
only on flight segments which originate on a Delta or Delta Connection
carrier.
- Bags that are oversized or overweight are not eligible for the fee
waiver and may be assessed the applicable charges.
- Any of Delta’s check-in options can be used as long as the AX
cardholders SkyMiles number is in the reservation.

Similarly, we want to respond to any service problems with improvements
- not excuses. Therefore, I was disheartened to read about the negative
demeanor of our employee. I can only imagine how upsetting it must have
been as our agent at the airport was rude and unhelpful. After reading
your remarks, I certainly understand why you wanted to bring this matter
to our attention. 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. Please know I will be sharing
your comments with our Reservations and Airport Customer Service
leadership team for internal follow up.

Further, as a gesture of apology for the unsatisfactory customer service
you received from our team members, I have issued an Electronic
Transportation Credit Voucher (eTCV) in the amount of $50.00 for each of
you. Please note the voucher number and associated Terms and Conditions
will be arriving in a separate email. I encourage you to add Delta Air
Lines to your receiver list so the voucher document is not misdirected
to your spam folder. Please keep the voucher number and the Terms and
Conditions since the number is required for redemption. It is also
important to remind you that there is no Direct Ticketing fee for
reservations confirmed online at delta.com.

Mr. Nitzberg, I want to thank you, again, for taking the time to bring
this matter to our attention regarding the unacceptable service you
endured by our agents. As our valued SkyMiles member, we value your
patronage and consider it a privilege to serve your travel needs.

Sincerely,

Pauline P. Gomes
Coordinator, Customer Care
Delta Air Lines

Original Message Follows:
------------------------
Dear Ms Gomes,

Please excuse the time it's taken to respond. I am having some
difficulty accessing the information that you requested. My original
complaint went to American Express since the Delta AmEx card was the one
that I used to pay for accompanying my granddaughter (a minor) to the
gate and for her baggage in FL. My daughter paid for these expenses in
NY. When I made the reservations I was told that there would not be a
charge for the first bag since I had a "Platinum card." I had
originally complained to AmEx, but since the tickets were bought with
SkyMiles they referred me to Delta, unfortunatly I can't get to the
information because, as with my original contact with Delta it was sent
from the respective web sites. Unlike E-Mail I do not have a copy.

Simply put my complaints stem from the above regarding baggage and
problems at the WPB station (ticket counter). One of your agents< I
believe her name was Francis or Francine told us that accompanying a
minor was not a priority, told us to get on anothere line and then took
a couple who were traveling with a dog. I complained and in a voice
that everyone could hear she said that if I touched her she was going to
have me arrested. When she shouted that I was more than 2 arm lengths
from her, I was set up!

I asked for a supervisor and the person that came out was an agent who
had previously haelped me, she was not a supervisor.

I have pasted copies of the tickets below. If I come across additional
information I will forward it to you.

With regard to the more recent incident, I am not involved and it is
being handled by my son-in-law.

Thank you
Ira Z. Nitzberg

From: "DeltaElectronicTicketReceipt@delta.com"
<DeltaElectronicTicketReceipt@delta.com>
To: IRAZN@YAHOO.COM
Sent: Monday, February 7, 2011 10:29 AM
Subject: MARIEL L NYC-LAGUARDIA 19FEB11


Your Receipt and Itinerary
(Scan this barcode at a Delta Self-Service Kiosk to access your
reservation.)
IRA NITZBERG
P.O. BOX 60
GRANITE SPRINGS NY 10527


Thank you for choosing Delta. We encourage you to review this
information before your trip. If you need to contact Delta or check on
your flight information, go to delta.com, call 800-221-1212 or call the
number on the back of your SkyMiles® card.

Enjoy the fastest way to the gate. For domestic travel, use delta.com's
Online Check-in.
Flight Information
DELTA CONFIRMATION #: F6LB55
TICKET #: 00621859466126
Bkng Meals/
Seat/
Day Date Flight Status Class City Time Other
Cabin
--- ----- --------------- ------ ----- ---------------- ------ ------
-------
Sat 19FEB DELTA 2285 OK N LV NYC-LAGUARDIA 720A V
**
AR WEST PALM 1033A
COACH
BEACH

Sat 26FEB DELTA 2458 OK N LV WEST PALM 720A V
**
BEACH
COACH
AR NYC-LAGUARDIA 1010A




Passenger Information
MARIEL LAUREN CARIKER
Billing Details
Receipt Information
Fare Details: NYC DL PBI0.00YSK300/FK111 DL NYC0.00YSK300/FK111
USD0.00END

Fare: USD Form of Payment AX**********73009
Tax: 5.00 TX FP A/CUSD0.00/TL5.00
Total: 5.00 USD Org Tkt 00608777641850
Org FOP Free

Mileage Details
Original Miles: 60000


VALID ON DL/SM OAL/NON-REFUNDABLE/PN
Note: When using certain vouchers to purchase tickets, remaining credits
may not be refunded. Additional charges and/or credits may apply and are
displayed in the sections below.

This ticket is non-refundable unless issued at a fully refundable fare.
Any change to your itinerary may require payment of a change fee and
increased fare. Failure to appear for any flight without notice to Delta
will result in cancellation of your remaining reservation.
Detailed Tax Information

Total Tax: 5.00 USD
AY 5.00
Ticketing Details

Scan this barcode at a Delta Self-Service Kiosk to access your
reservation.


TICKET #: 00621859466126
Issue Date: 02/07/11 Expiration: 02/07/12
Place of Ticket Issue: HIBRES
Issuing Agent Id: DL/TW
Ticket Issue date: 07FEB11
Not Transferable


From: Contact Delta <ContactUs.Delta@delta.com>
To: Ira Nitzberg <irazn@yahoo.com>
Sent: Friday, July 29, 2011 4:13 AM
Subject: Re: CC-Customer Care-Complaint-Airport (KMM9773403V27217L0KM)

Dear Mr. Nitzberg,

RE: Case Number 4018861

Thank you for contacting Delta Air Lines. On behalf of everyone at
Delta Air Lines, I appreciate the opportunity to be of assistance.

Based on the information we are unable to comprehend your concern. In
order to fully assess this matter, please address your concern in
detail. Also please provide us with your granddaughter’s ticket
number.If you will please reply to this email and refer to case
10696289, I will respond as quickly as possible. Alternatively, you may
write or fax us as follows.Delta Air LinesCorporate Customer CarePO Box
20980Department 980Atlanta GA 30320-2980Fax: 888-286-3163Mr. Nitzberg, I
want to thank you, again, for writing. We will be in touch with you as
soon as we have all the necessary information.Sincerely,Pauline P.
GomesCoordinator, Customer CareDelta Air LinesOriginal Message
Follows:------------------------Delta Air Lines Customer Care FormTitle:
MrFirst Name: IraLast Name: NitzbergReply-To Email Address:
irazn@yahoo.comAirline Program: DLFrequent Flyer Number:
2006676965Address: 2574 Windmill CtAddress Line 2: City: Yorktown
HeightsState/Province: NYPostal Code/Zip: 10598-3329Country: USPhone
Number: 1-914 245 3169Flight Date: Flight Number: Origin City:
Destination City: Confirmation Number: Ticket Number: Class of Travel:
Response Required: YeMessage: Please remove me from any and all email
contact you are using <ira.nitzberg@verizon.com>. I have cancelled my Am
Ex Platnum Opecard(although I would be able to obtain 25,00 additional
miles based
upon my spending) and I do not plan to fly Delta if I can avoid it. My
bad experience occured at your West Palm station Counter). My experience
plus getting no response from Delta or an acknowledgement of my
complaint was bad enough, but a recent avoidable problem, which involved
a flyte that another one of my grandchildren was on was too much. As far
as I am concerned You do not care about your passangers. I booked my
grandaughter with no questions, paid all fees and was embarrassed and
set up at W. Plam, and caused my grandaughter considerable anguish. The
incident took place last February(2011) and she flew to Okla city this
evening and was very upset eventhough nothing went wrong. Her experince
didn't make her a fan of flying Delta. She indicated that if she had to
fly Delta, she didn't want to go. This was a visit to her favorite aunt
and cousins who she gets to visit only once a year. My only regret is
that I no longer fly as much as I did in the past so that my complaint
may not have as much emphasis. I do, however have friends, business
associates and an extended family that does. One of my business
associates noticed that I was nolonger using my Dela card and asked why.
I guess that these things do get noticed. Bottom line I expect the same
courtesy from Delta personell as they expectfrom me! Ira Nitzberg 2574
Windmill Court Yorktown Hgts, NY 10598 914 245 3169

Submitted: Thu Jul 28 2011 22:50:35 EDT

[Matt_FLL]

This is the most ludicrous exchange.

I give kudos to Pauline at Delta Airlines—and I am no fan of Customer Relation departments! What a patient woman.