Delta masters the art of cut-and-paste customer service

So does Delta Air Lines allow peripheral computing devices onboard or not? I asked that question in a previous blog posting. Asked Delta. Asked the Transportation Security Adminstration. Asked you, too.

And at least one of you put the question to Delta, too. Its answer — or should I say, its non-answer — says something about the airline’s attitude toward customers.

But first, let’s hit “rewind.” Here’s the e-mail I sent to Delta’s public relations department last week.

I have a quick question about peripheral devices used on board. I heard from a passenger who says he saw a peripheral device — and external hard drive — being confiscated by a Delta attendant and given to a marshal.

I asked TSA about this, and they have no record of asking for these devices to be removed from flights, although I note that your site says peripherals aren’t allowed.

I was just wondering — are peripherals not allowed on board? Or are they just not allowed to be used? And can you perhaps shed some light as to why they aren’t permitted? Many thanks in advance.

Best,

Christopher Elliott

I also called Delta’s public relations department and asked to speak with someone about this issue.

The response? No calls, no e-mail. Nothing.

Leave it to you, dear readers, to pick up where I left off. Reader Joseph Madre, a Delta frequent flier, was also curious about this apparent ban on peripherals. So he e-mailed the airline.

Please explain to me the safety reasons behind banning “peripheral devices for computers or games connected by cable” from your flights.

Thank you,

Joseph

I should note at this point that Madre is using a pseudonym. He’s afraid that Delta might reciprocate for sending his correspondence to a blogger. I respect that. Here’s Delta’s “answer”:

Dear Mr. Madre,

Thank you for contacting us.

We offer laptop computer power outlets on many of our flights — it’s called the EmPower system. To get more information about which airplane types offer this service, and what type of adaptor you need, check our website at:

www.delta.com/traveling_checkin/inflight_services/connectivity/index.jsp

Or, you can navigate to this information from our home page at Delta.com by selecting the following links:

Traveling & Check-In
In-Flight Services
Connectivity

We appreciate your interest in Delta Air Lines.

Sincerely,

Stephen Grant
Online Customer Support Desk

Huh? Someone in Atlanta obviously hit the wrong button. Here’s Madre’s reply:

That is very nice, but could you actually address the issue I raised? I made no mention of power outlets or anything of the sort.

I asked that you, and I quote, “Please explain to me the safety reasons behind banning “peripheral devices for computers or games connected by cable” from your flights.

Thank you,

Joseph

A reasonable response. Answer the question, Delta.

Dear Mr. Madre,

Thank you for expressing your concerns.

In order to address your question correctly it will be necessary for you to contact the Federal Aviation Administration. On the other hand, we continually monitor the reliability and safety of our aircraft. Our daily operations encompass a vast team of aviation professionals, of which the customer sees only a small part. Safety will always be the overriding consideration in the operation of our flights.

We appreciate your interest in Delta Air Lines.

Sincerely,

Rodney Masters
Online Customer Support Desk

http://www.delta.com

Yet another boilerplate non-answer. People! Get with the program. Madre’s response:

This policy is not an FAA policy; it is a Delta Air Lines policy. So, as it is a Delta Air Lines policy, you should be able to answer it.

Again, what are the safety reasons for banning “peripheral devices for computers or games connected by cable” from your flights?

Sincerely,

Joseph

Look, I have no problem with form letters. Why waste your time typing the same answer every time? But at least make sure you’re sending the right one.

Madre hasn’t gotten a response to his latest letter, and I don’t expect he will. I don’t imagine Delta will answer my questions, either.

What does this case say about Delta’s commitment to customer service? Or, perhaps more to the point, what doesn’t it say?

Update: I didn’t realize the timing of this post was a little awkward until I read this morning’s Delta press release. Maybe that’s why I received a voice mail from someone in Delta’s public relations department this morning, offering to answer my questions. I’ve also been promised a response in writing to the banned peripherals question. More soon.

Update (11/1): I spoke with a Delta representative, and was told that peripherals such as external disk drives are permitted on board, but are not allowed to be used. “We are erring on the side of safety,” she said. The problem, it seems, is that radio frequencies emitted by the devices may interfere with navigational equipment.

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.

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