[DKing]

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