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Are airlines changing their e-mail addresses to dodge customer complaints?

July 16, 2007

For the last two years I’ve maintained an unofficial database of executives responsible for customer service at major travel companies. Each entry lists the company’s preferred method of contact and includes phone numbers and e-mail addresses of company officials. (All of the information was available online, and not the result of any privileged correspondence I may have had with the companies.)

But in the last several weeks, at least three airlines have started bouncing e-mail queries back to their customers as undeliverable.

Skybus, the airline that only wants to hear from its customers by e-mail, was the first to do it this summer, apparently disabling the e-mail addresses for executives Kenneth Gile and Bill Diffenderffer. (I won’t bother pointing out the irony of that.)

Next, British Airways shut down the accounts of customer relations execs Maxine Haywood and Beverley Bennett, plus Gareth Kirkwood and chief executive Willie Walsh. That, amid a summer of epic luggage losses, when passengers needed to get through to them the most.

But the latest, and by far most disappointing, e-mail shutdown came from Delta Air Lines. E-mail addresses for Lee Macenczak and Gerald Grinstein are being returned as undeliverable as of this morning. I’ve always thought of Macenczak as one of the most effective customer-relations executives in the airline business, and this action puzzles me.

I can think of two likely explanations for these nonworking e-mail addresses. First, these folks are being overwhelmed by complaints from travelers, and their mailboxes are simply full. Or second, they have changed their e-mail addresses to avoid being contacted by customers.

If they’re swamped, then the problem will probably resolve itself in due time. If they’re trying to avoid contact from customers, that won’t work either. I mean, how long will it take for their new addresses to become public knowledge?

I’m taking bets.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

4 comments

  • Judy Colbert

    I had a complaint about the bad service and information provided by Delta Airlines on my flight from BWI to JFK to Dublin. Per your suggestion I sent an e-mail to Daiquiri Gleaves (listed as the contact person on your list) on June 10 detailing my disappointment with the “New Delta.” I asked for compensation (voucher) to help keep me a Delta flyer — not because of the flight delay which wasn’t their fault, but because of the bad service.

    Three weeks later I received a written letter, via snail mail, from someone other than Ms. Gleaves, explaining how the weather and related problems (it was two days after the computer meltdown in Utah or someplace that had really messed up the Northeast flights) were not Delta’s problems and some other nonsense that ended with “I’m sure this isn’t the response you expected …”

    That’s true, because I wanted to know what Delta was doing to become the “New Delta.” I had complimented Delta on not boarding us on a small plane only to have us sit there for several hours. Several of us chose not to board when the flight was called because we had already missed our connecting flights to various European cities. Because it was not Delta’s fault, we’d have to spend nearly 24 hours at JFK until the next night or try to find a hotel room, which by that time and with so many domestic flights delayed (we weren’t the only ones missing European connections) we assumed were non-existent. As it turns out, once the passengers were boarded on the BWI-JFK flight, they were told it would still be 60-90 minutes before pushback.

    We asked for our luggage and were given a runaround about they couldn’t give it to us, they would, they wouldn’t. We could just see it dumped someplace in JFK, never to be seen again.

    I sent another e-mail to Ms. Gleaves on July 10 explaining that the letter did not address my issues and asking what was being done with the “New Delta” that would make me and other wants to make Delta a favorite airline again. I mentioned that an e-mail response from her sent the next day or two, rather than taking three weeks to respond to me, would have been a good example of what they were doing.

    So, I guess not responding promptly is another way (besides changing addresses) they’re getting around dealing with complaints and problems. Maybe they figure the issue will be forgotten. They really should know that it won’t be.

    Thanks for letting me vent.

  • Tom Roucek

    Dear Delta,

    I just spoke to a nice guy by the name of Joe in your customer service department; this was the first Nice person I have talked to with your firm in the last few weeks.

    Here is my story:

    I booked a round trip ticket from San Jose Costa Rica where I live to Atlanta Ga. To visit the Costa Rica council to obtain documents and also take the opportunity to visit my children there.

    On 24 Oct,06 I boarded flight # 247 for Atlanta. Upon backing from the gate the ground crew spotted hydraulic fluid leaking from the plane. We spent the next hour on the tarmac waiting, then the told us the plane could not be repaired and the flight was canceled. We were then instructed to wait for the next flight which never happened. Later we were told to come back at 9:am and our plane would be ready.

    Everyone was given hotel vouchers, I did not need that as I have a house here but told them I did need a voucher for my pre-paid hotel in Atlanta (the Hampton Inn Cumberland booking # 039910231) $134.97 they told me there would be an agent at the gate in Atlanta who would have our vouchers, this never happened and nobody knew anything when I arrived.

    Next I returned to the San Jose airport at 7:am as instructed for a 9:am flight. We were then told that this flight would now be the regular flight at 2:45 pm yes they crammed everyone on two flights into one.

    When I returned for my flight back to Costa Rica I was told I could not board with out a return flight to the U.S. I told them I did not want a return flight and I lived in C.R. then showed them my letter from the C.R. immigration department saying my residency is in progress and I have all rights as a resident of C.R. which they refused. Next I showed them my documentation from the C.R. council in Atlanta, my CR drivers license, my business card. But they became argumentative and what I would call belligerent. I am a real estate broker on Costa Rica, I was well dressed and polite. Your staff talked to me like I was a dog however, I remained calm and insisted that I purchased a round trip ticket from CR to Atl. and back to CR and they should honor it.

    At the end of this conversation the counter agent said “hey Buddy, if you want to get on that flight you must buy a ticket back to the U.S. so what are you gona do?” As the time was short and I was tired, I bought the return ticket.

    Today I spent another two hours at your delta office trying to cancel the ticket which I think we did.

    I have been a strong Delta customer throughout the years flying back and forth, paying for my two children and their families to visit here at least twice a year and I feel the treatment I received was extremely bad and uncalled for. After all, it is not my fault you had mechanical problems, and you booked the round trip ticket with no hint of problems in return.

    I feel I should be compensated for my hotel, time wasted, and criminal treatment, I received by your staff.

    Many of my clients now fly Taca who pampers their passengers and never calls them Buddy. Or says things like get this strait.

    Well I remain calm although very disappointed, and having alerted you to the problem, hope for a positive response.

    Thank you for your attention and I look forward to your reply.

    Regards,

    Tom Roucek

    Broker

    Costa Rican Realty Group (506) 291-4437 office

    ©Costa Rican Realty Group Online 2004

  • FlightAttendantLemons

    Skybus has a very small staff and it’s president and CEO can’t be deluged with e-mails from customers when they are actually involved in the day-to-day operations of the airline – unlike most other execs. There are specific e-mails to use when you have issues with Skybus – info@skybus.com and sales@skybus.com that are manned by dedicated employees that send your mail to the individuals that can help you. I know these two individuals and they try to deal with every valid claim in a timely manner. Skybus is small, with a small staff. They are having some growing pains which are constantly being exacerbated by other companies and ridiculous accusations like this one.

  • Tzaphqial Matthews

    This e-mail serves a formal complaint.

    On Thursday July 9th , 2009 I, Tzaphqial Matthews and my mother Mrs. Barbara Garcia-Matthews boarded Delta flight no. 485 at the JFK Airport destined to Port of Spain , Trinidad . On departure all pieces of my luggage were all accounted for and labeled accordingly; in addition it was properly verified by your checking in personnel at the airport. On arrival to POS, Trinidad at 6:30 am we received all pieces luggage with the exception of one – a black 36” x 12”luggage suitcase ( Sky Way on the back) two wheeler, pull up handle inclusive of a zipper. This discovery was made apparent after much loss of time waiting to obtain my luggage; I had noted that all pieces of luggage were cleared off the aircraft and placed on baggage claim. I therefore made a complaint to relevant Delta Airlines personnel stationed at Piarco International Airport , Trinidad .

    To date no one has contacted me in any regard concerning the missing/lost suitcase. Therefore this e-mail serves a focal point to further redress to this issue.

    I am therefore asking your indulgence in the matter to address this issue and give some insight to allocating the lost luggage or if the case warrants compensation to me for my personal and important effects.

    If this matter is not resolved, I would have no other alternative than to seek Legal Advise.

    I look forward to your prompt response.

    Regards

    Tzaphqial Matthews (1-347-683-7831)

    Bridgitte Garcia (1-868-718-1412) – Local contact

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