[justme]

Originally Posted by Butch Cassidy Slept Here

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.

Too late to forget about the changes, they're already being geared up to be put in place. And not only will they be better for our customers, they will make the job of the employee easier, thus hopefully making them happier. I completely agree that the best place to start making a company better, is by making the employees happy. If they are happy, they do a better job/put forth more effort to make the customers happy. I, however, disagree that having a union will create a happier workforce. Quite the opposite would happen, IMHO. The subject of unions, good or bad, is another topic and I would love to discuss my opinions in another thread if you would like. But I don't think they have any bearing on this topic. The heart of the matter is this, the customer had a complaint, and the complaint was not handled properly. I think Jim's experience with handling complaints, even though it was in a different field, should be closely studied and implemented. The idea of TALKING to the customer, LISTENING to their complaint, and then taking the time to SOLVE the problem to the best of your ability is not new, and also, unfortunately, not commonplace among the airline industry. I think this is a major problem. Compensation rules and regs should be totally revamped from the top down, starting with training our employees to actually read a complaint and type a proper personal response. A Bill of Rights is not the right answer either though. That takes it to the other extreme of passengers getting compensation for anything and everything that does not go perfectly. Neither is good. There should be a movement to meet somewhere in the middle. That middle-ground is called common sense and human decency. I'll stop my rant for now, I think I've made my point. Hopefully anyway!

[DKing]

I really think its big of a person to admit when they have made a mistake and is willing to learn from that mistake.

This email chain has been a learning experience for all.

What I take away from this situation is that if you feel your are wronged, don't give up until your point is made.

Delta has made several attempts to make amends for the bad service but what meant most of all to me was that they just didn't write it off and actually listened to how I felt as a customer.

Delta will continue to get my business

Thanks for everyones thoughts. (Read Below)

___________________________________________

Thank you for your most recent communication expressing your continued
dissatisfaction with my ability to resolve your concerns. On behalf of
Delta Air Lines, I apologize that I have been unable to find a
satisfactory resolution to the service failures you experienced.

I understand my past responses have antagonized this entire situation. I
was also concerned that I had missed the point of your e mails. I
reviewed your comments and concerns with my Supervisor a second time
because if I have made errors along the way, I want to learn from my
mistakes. After a lengthy discussion, we recognize that your experience
and my responses to your concerns deserved additional consideration. In
an effort to resolve your concerns in a significant manner, I have
issued an Electronic Transportation Credit (eTCV) in the amount of
$300.00 as a one time gesture of apology for the poor customer service
you received and my inept responses to your concerns. Please note the
voucher number and associated Terms and Conditions will be arriving in a
separate email. Please keep the Terms and Conditions, since the eTCV
number is required for redemption. The eTCV can be used online at
www.delta.com or when booking directly through one of our Reservations
offices.

Mr. King, again, I am sorry your travel was unsatisfactory and my
responses to your concerns did not meet your expectations. I thank you
for your candor as I hope to learn from this exchange of e mails. I also
hope that in time, you will give Delta another chance to restore your
confidence.

Sincerely,

Rachel Rutherford
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines