[brandylyn82]

Dear Sirs,

We are writing to you to formally inform you of our in satisfaction with your airline’s service that was offered to us and many other customers in JFK airport on the 22nd of November and the 7th of December 2008.

Once a year, my husband and I take a long vacation from our home in Minorca, Spain to Rochester, NY to visit my family and we chose to fly with your airline for a change as there were a lot of positive advertising about Delta and the time table your company offered was also interesting.

We flew from Mahón to Madrid which was very pleasant, but the problems started in Madrid on the 22nd of November as there was utter chaos in the check-in of our flight #DL127 to JFK. We stood in a never-ending line for over 2 hours to just receive our boarding passes as our baggage was already transferred from our earlier flight. There were many Delta employees checking passports and doing paper-work but there was no order at all. “Come here! Go there! Etc etc” People who were behind us were getting ahead and vice versa, even the employees weren’t sure who to tend to.

When we finally got to the check-in desk there was a very haughty woman who told us we didn’t have seats assigned! We were so nervous as the flight was to leave in thirty minutes and we still had to get through security, arrive at the gate without seats! The least she could have done was to explain to us the situation to make us feel better. We managed to arrive on-time and all was fine, but this does not excuse the nerves we had previously and we believe your staff could have been more accommodating.

The worst of the whole trip was the Delta check-in in Terminal 3 in JFK. My husband and I arrived 3 hours before the departure of our flight with plenty of time, but the DELTA terminal in JFK was even more chaotic than Delta’s terminal in Madrid that I just explained! It’s so shallow and small for so many people! There was people who had to wait outside in the freezing cold, at about 17 degrees Fahrenheit, with their luggage just to get in to wait in line! There just wasn’t enough space!

When we arrived to check-in we had already chose our seats online. The employee, Mr. ***** (kept private only revieled to Delta). was so arrogant to us for no reason at all! He read out loud an already written dialog looking down and never at us, there was no way we could hear him with such chaos in the back ground of the terminal! We asked him to repeat it and he told us he was denying us our emergency exit seats because we didn’t speak English! I couldn’t believe what I was hearing and I told him that I was an American born and raised citizen with a prestigious university degree and he was telling me I couldn’t understand English? He denied my husband as well who also has a similar degree! His accusations were totally spurious.

He told us that I was translating for him which wasn’t true as my husband was just looking at me because we were utterly appalled and astounded by Mr. *****'s (kept private only revieled to Delta) behaviour! He also repeated to us absurd questions about how many bags per person we were checking-in when there were just two bags and two people, when we repeated for the second time, “2 bags total for 2 passengers” and he insisted on asking us the same question as if we hadn’t responded at all! There was no reason for this! Our baggage was all in the weight and measurements limits according to Delta’s policies and we are a married couple, what is mine is my husband’s and vice versa.

Between his arrogant attitude toward us, denying us our before-assigned seats and his senseless questions we really felt cheated out on a satisfactory service that we as paying passengers deserved. I wish that his supervisors could have witnessed Mr. *****'s (kept private only revieled to Delta) arrogance towards us, we really believe it wasn’t necessary at all!

As I re-think about our experience it makes be wonder what ever happened to real customer service, when a companies’ employees try to win their customers by simple gestures; a smile, explanations, courtesy, offering a nice environment, trying to go out of their way to make customers feel good.

We’d like to mention that other airline companies have gone out of their way to make passengers feel happy for choosing to fly with them, Delta on the other hand has not shown us that. We had hoped that our opinions about Delta wasn’t based on our first experience with their unpleasant employee in Spain but we were not mistaken, our second experience was even worst! We hope that you take the time to read this letter as we have taken time out of our busy schedule to write it.

Sincerely,