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Letters to Delta Air Lines

May 15, 2007

When you write to an airline’s customer service department, is someone actually reading your note? Or are the agents simply scanning the first few lines of your message and selecting one of several canned responses? That’s the question raised by a recent exchange between reader David Deehl and Delta Air Lines.

The answer? Decide for yourself. Here’s the entire correspondence:

—–Original Message—–
From: David L. Deehl
To: Customer Care [mailto:customer-care@delta.com]
Subject: RE: SkyMiles – Current and Future

The lack of availability of frequent traveller awards makes me want to avoid flying Delta. A couple of years ago, I spent hours and hours to try to book a trip to Athens, Greece for a family vacation. It was maddening, and showed how little regard Delta has for its passengers.

Now, it is almost impossible to use the frequent traveller miles for flights without using twice as many. That is a shell game that shows contempt for your customers. I would like to take my kids skiing in Chile this summer, but have checked for months and seen no flights available, your new system shows it even more clearly.

If you want repeat passengers, I suggest you make the program more available at the original mileage requirements, and cut out the crazy multi-stop suggestions. Just make more seats available to reward your passengers.

Delta can do it, and take credit for it. The current approach is showing contempt for the customers.

David

—–Original Message—–
From: Customer Care [mailto:customer-care@delta.com]
To: David L. Deehl
Subject: Re: SkyMiles – Current and Future

Dear Mr. Deehl,

Thank you for contacting Delta Air Lines.

We regret you have not had the opportunity to use your SkyMiles.

As you may know, our schedules load 331 days out, and there is no way to predict when or if Award Seat inventory will be made available. Fluctuations in passenger demand, seasonal trends, peak travel times and other factors determine if and when Award Seats will be offered, and if so, how many. As a result, SkySaver Award Seats may not be available on
all flights.

Delta led the industry in Award Travel redemption for the last three years. The SkyMiles program redeemed 3.3 million tickets in 2006, 3.3 million tickets in 2005 and 2.9 million tickets in 2004.

We appreciate your interest in Delta Air Lines.

Sincerely,

Dolores Higgs
Customer Care

—–Original Message—–
From: David L. Deehl
To: ‘Customer Care’
Subject: RE: SkyMiles – Current and Future

Dear Ms. Higgs:

Why not allow reservations over a year out, so that people can plan better? People can think a year ahead, but that logical time is not available to make reservations for the next year. This is an elaborate system to make it difficult for your passengers. Why not make more seats available so that award travel will not cost twice the points? This is a scheme that Delta uses to increase the miles needed to really use its awards, and makes travel impracticable.

Your system wastes a huge amount of time, and has rules, like all round trip travel must be award travel. That kept me from using it to get to Greece and back two years ago, as the last leg – from NY to Miami – was not available – even if the flights were difficult – almost impossible to use (say 5 stops!) by design.

You can do better.

Delta has 47.34 billion available seat miles. Occupancy is up to 78.2 percent from 76.6 percent.

If the 3.3 million tickets were for an average of 2,000 miles each, that would be 6.6 billion seat miles used.

That is far less than the approximately 10 billion seat miles that are empty. Use them by making travel easier – especially award travel on a last minute basis. Why not?

Your response was a cut and paste response, I would appreciate a more thoughtful response from a supervisor.

David

—–Original Message—–
From: Customer Care [mailto:customer-care@delta.com]
To: David L. Deehl
Subject: RE: SkyMiles – Current and Future

Dear Mr. Deehl,

Thank you for your additional comments concerning our recent exchange of e-mails. We try to be responsive when any problem is brought to our attention, and we regret you are disappointed with our reply.

We appreciate your suggestion. Your correspondence has been forwarded to the appropriate department. If we need any more information, we will be back in touch.

Please accept our apology for the unfavorable impression you received in this instance. We appreciate your selection of Delta and will always consider it a privilege to be of service.

Sincerely,

Argentina Smith
Online Customer Support Desk
http://www.delta.com

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.

15 comments

  • Marge Purnell

    Oh my gosh! What a crock. Delta just continues with cut and paste responses.

  • Sonia Vining

    I feel badly for David, but I’ll admit, I’m sitting here laughing. Maybe I’m just so cynical about big business in general, but I wouldn’t have expected anything different from Delta. They don’t get it, and what’s more, they don’t care. Should they? Of course. But sadly, we don’t live in a world that often thinks of “should” instead of the bottom line.

  • David Deehl

    Still no meaningful response from Delta. See the Consumer Reports listing of US airline. The truth is not very kind to Delta. Uncomfortable seats, difficult to use frequent traveller program, and less than optimum customer service. However, there are many dedicated Delta employees, and they have been pleasant to me on many occasions, including their Crown Room people. But, the lack of customer service vision from the top makes them less than they should be.

  • Rob Runkle

    Hahahaha! I got the exact same CANNED response in an email today.

    Here is a cut and paste from my email:

    Thank you for your e-mail regarding Delta’s SkyMiles program.

    As you may know, our schedules load 331 days out, and there is no way to
    predict when or if Award Seat inventory will be made available.
    Fluctuations in passenger demand, seasonal trends, peak travel times and
    other factors determine if and when Award Seats will be offered, and if
    so, how many. As a result, SkySaver Award Seats may not be available on
    all flights.

    Delta led the industry in Award Travel redemption for the last three
    years. The SkyMiles program redeemed 3.3 million tickets in 2006, 3.3
    million tickets in 2005 and 2.9 million tickets in 2004.

  • Janice Tartman

    Sorry! But being a letter writer at Delta, unfortuntely they give us guidelines as to how we must write our letters. Once we write a response they are often edited to suit these “guidelines” hense the cookie cutter responses. Try to book as early as possible! Especially Europe in the summer, its extremely difficult. Trust me I’ve booked many award seats but have also disappointed many passengers by not finding anything for them. I do agree that the availability search should be extended to a year rather than 331 days as tickets are only valid for one year. Good luck in the future!

  • Maggie Dutton

    I want to let you know what a tremendous employee you have with Jackeline Tannoya, a reservationist over the pphone,, out of Dallas/Ft. Worth. I can’t remeber speaking with a Delta reservationist in over a yr. that was as efficient, knowledgeable and helpful as Jackeline.after being on the phone with another Delta Rep., and my travel rep. from American Express, for almost 2 hrs.and did not get my reservations taken care of, she was finally able to put the entire trip together for my husband and I to Bejing, China.

    I have owned my own Customer related service co. for 25 yrs. , and if she was in my locale, i would try to hire her. She truly cares about your customer, and gave me World Class Service!! Thank you!!

  • Virgie Willis

    My husband and I reserved seats on Delta flight 114 to Barcelona A YEAR in advance of our trip. We selected seats in the left front of the plane, one aisle and one window, together. Our seats were confirmed and we paid for them at that time. One month before our flight we called a Delta representative because there had been changes to the flight and he assured us that our original seats were confirmed. When we got our boarding passes we had seats 46E and 45F. We were in the back of the plane next to the toilet in the seats no one will buy unless they are absolutely desperate. Why were we put in such awful seats when we had our reservation for over a year? I can understand being moved, but we were given the worst seats on the plane and we weren’t even in the same row. Neither of us could sleep because people constantly walked back and forth to the toilet and gathered in groups in front of it to chat loudly. The toilet flushed constantly and at one point, an inebriated 300-pound man stumbled out of the loo and grabbed my shoulder, shoving me back against the seat. My shoulder was black and blue for a week. We talked to other passengers who had much better seats who had only booked a few months ahead. What did we do wrong? You can’t hate us personally, you don’t even know us. Did someone pay an employee extra for our seats? Did someone have a friend or family member who rated higher than us?? I would like to know the answer and what the secret is because I would like to travel overseas again and honestly, if I had to sit in that seat, I would stay home. If I can’t get some answer so I know how to avoid this happening again, I will stop traveling overseas. We paid full price for our tickets, Matter of fact, this is particularly bad because I have always liked Delta and I talked my husband into flying Delta even though we could have flown a little cheaper. What a mistake. Also, I emailed Delta Customer support and their comment was “too bad”.

  • ed

    You know how people say travelling through Mexico is dangereous and ridden with bribes, well I have a story for you.

    I recently reserved a round trip flight from Dallas to San Salvador., El Salvador The flight coming in was fine, the one coming back turned into a nightmare.

    I arrived at the San Salvador airport approximately one hour before departure time. There had been torrential rains the night before and so there were some delays on the way to the airport. When I arrived at the check-in counter I was told by the rep the counter closes one hour before departure. After explaining my situation and I was told by the represetantive that a supervisor would only be available only until after the flight had departed and there was nothing I could do excpet change my departure date and pay an exhorbitant $283 fee.

    I again explained there was still plenty of time to board the flight especially since I had one carry on luggage and I am frequent Delta customer. Additionally I had offered my seat seat up on a different flight with Delta and accomodated an overbooked flight. ( Needless to say like many on this board the voucher I was given was never honored and my letter to their customer care department about the matter was not even acknowledged!) All these things did not matter, no one budged. I was going to be prevented from boarding the flight and was going to have to pay the fee.

    The supervisor appeared after the flight had left and I promised her I would not use Delta again. And so back to the Mexican stereotype I started with.

    Luckily I had time to travel back to Dallas using first class tourbuses from El Salvador through Mexico. Apart from the obvious (a very long ride) the ride was very comfortable with fully reclinable seats and I made it back in 2 1/2 days. I travelled though Guatemala and Mexico and not one cent was paid in bribes. To top it off the customer service I experienced was beyond anything Delta could promise. For example a bus was rerouted to accomodate for an overbooked bus on the last leg of my journey. Delta you were out done my Omnnibus Mexicanos! No wonder bakruptcy is looming. My total cost coming back was $200.

    I will be writing a letter to Delta’s customer care team only as a formality really. I will file a complaint with the BBB and consumer affairs and if this matter is ignored once again, I will be contacting media outlets here and in El Salvador to expose this unethical practice.

  • liam O’Donohoe

    Hello all

    well i’ve experienced the cut and paste emails – and my sympathies for the guys working there within those restrictions.
    Whats quite hilarious is that they downgrade you , the service agent tells you to apply for a refund, you do, then the customer care people can only tell you that the refund department will make a refund on your card – but the delta system is designed to not tell you when, what the refund is – or any details.
    it would be funny if it wasnt sad – and commercially daft!!

  • http://geekswithblogs.net/SunnyCoder/archive/2008/12/29/dear-delta-customer-care.aspx Kevin Rohling

    The following Customer Complaint letter has been blogged here:
    http://geekswithblogs.net/SunnyCoder/archive/2008/12/29/dear-delta-customer-care.aspx

    Dear Delta Customer Care,
    I remember being about 8 years old the first time I flew Delta. To this day I remember being taken to the cockpit and being awed by the array of buttons, gauges and instruments. In fact, I still have a toy Delta aircraft and a pair of wings from that trip, although they are buried deep in boxes by now. I remember how Delta was, and it is unfortunate that today, December 29th 2008, I am sitting frustrated and wondering what happened to that Delta? The reason I write this letter is to describe in detail how the indifference and mistakes of numerous Delta employees resulted in not only the worst flying experience I have ever had but also a customer service experience that is rivaled only by check outs at the Wal-Mart on the bad side of town.
    After spending Christmas with my family in the Newport News, Virginia area I was set to return home to Orlando on Saturday 12/27 with my flight (Delta 4968) leaving at 5:00pm. I arrived with plenty of time and sat waiting for my flight when right before the passengers started to board my name was called on the announcement system and the attendant asked me to sit down and wait. When I asked what the problem was she simply instructed me again to sit down and stated that she would give me more information in a moment. I watched as all the other passengers boarded, this was about when I started to get the feeling I wasn’t going to make my flight. I then watched the Delta attendant close the door to the boarding ramp and start typing away on the computer. At this point I knew something was up so I approached the attendant again. This time, without looking up, I was told that the flight was oversold and I was being transferred to a flight out of Norfolk, Virginia taking off at 7:20pm. (No “I apologize sir”)
    My next step was to see someone at the Delta check-in desk (still in Newport News). When I tried to hand my flight information to the attendant and explain my situation he pointed to the Self-Check In kiosk. I tried scanning the barcode, no luck, the screen says See Attendant; I laugh a bit to myself. I manage to get the same attendant’s attention and after he makes several attempts at scanning my paper work, the decision is unanimous, we need a supervisor. Eventually I get a supervisor, explain my situation, and she immediately looks down and starts typing away (No “I’m sorry for your inconvenience sir”…). After about 15 minutes of typing away and printing out vouchers goes by she finally hands me everything I need to get going. At this point it’s 6:15, I’m 45 minutes from the airport and no one has acknowledge or even treated this like anything other than business as usual, even worse I’m feeling like there’s something I did wrong (I am Jack’s sense of frustration). I mention to the “supervisor” that she’s the 3rd person I’ve spoken to without getting an apology or even an acknowledgement that I’m being inconvenienced. Her response? Go tell Travelosophy to stop overbooking Delta flights. Yes, she pronounced it Travelosphy, and I’m starting to get the feeling this night isn’t going to end well.
    Skipping ahead to Norfolk: Thanks to my nicotine fueled cab driver, I make it to the airport before 7:00pm and when I reach Delta Check-In I’m told that my flight has been delayed. The bad news? This means I’ll miss my connection in Atlanta. Furthermore, the next flight isn’t heading out until 7:00am the next day. Looks like I’m spending the night in Norfolk… The good news? Someone finally acknowledged I’m being inconvenienced. Once I accept my fate and get over it, I ask the Delta attendant where I’ll be staying that night. She says that they will giving me a voucher for the Holiday Inn and nonchalantly mentions that this will be at the Inconvenienced Passenger rate. The Inconvenienced Passenger rate? I told her I assumed that rate was zero, after all Delta was the one who Inconvenienced me! Imagine my surprise when I discover that this rate is not zero. I couldn’t tell you what the rate is because I didn’t ask. Instead, my next request was for a supervisor. The supervisor, after listening to several minutes of my pleading, eventually resigned to comp’ing my room. Can you believe that I had to convince a supervisor?! Was this a dream? I started pinching myself… It was not a dream.
    5:50am on Sunday, 12/18: I arrive at the airport, as instructed, before 6:00am. Apparently Delta had booked my flight with US Airways, in my head I applauded their willingness to look for flights with other airlines, very “out of the box” I thought. My applause suddenly stops when the US Airways agent tells me my flights were never confirmed and that there were no seats available. Moments later I’m back at the Delta Check-In counter explaining what has happened (the story is getting longer). She starts looking for flights and tells me the next flight that could get me to Orlando is Monday. Keep in mind that I have just dragged myself out of a very comfortable hotel room bed and that it is just after 6:00am on Sunday. I assumed she had looked around at Newport News but I thought I’d ask anyway. “Oh, you want me to try Newport News?” Well… yeah. She tries NN and great news, there’s 3 flights heading to Atlanta and 2 different connections to Orlando! I’m pretty good at this; maybe I should reconsider my career path?
    Back in Newport News: It’s just after 7am and I’m Standby for a 9:30am flight and an 11:50am flight, and worst case I’m confirmed for a seat on a 12:50pm flight. Also, I’m trying to figure out how to position my body so that I can fall asleep on airport chairs that do not have adjustable armrests. I did not find a solution to this problem.
    Finally: I did not catch either of the Standby flights. Furthermore, my 12:50am flight did not leave the ground until shortly after 2:00pm. Fortunately, I managed to catch my connecting flight in Atlanta as well (also delayed). What time did I finally land in Orlando? 8:30pm.
    Time since original departure:
    27 hours 30 minutes

    Time to drive from Newport News, VA to Orlando, FL (according to Google Maps)
    11 hours 51 minutes

    After Arrival (We’re not done yet): By the time I arrive in Orlando I’m exhausted, I’ve been wearing the same clothes for 2 days, and I’m wondering if it’s really over, am I really home? I pinch myself some more, still not a dream and this time I’m happy. I stop by Baggage Service to get my luggage. Yes, I have been without my luggage throughout this entire ordeal. I would like to mention Madonna S., the representative assisting me at Baggage Service in Orlando. I explained my entire story; all the while she apologized and recognized that this was a major “inconvenience”. My advice to Delta, promote Madonna S. and fire everyone that works at the Newport News airport. After listening to my entire long winded and emotional spiel she tells me that the computer shows I volunteered to be bumped from my original flight. I explained that this was either a mistake or an outright lie (I am Jack’s sense of betrayal) and that it was most absolutely involuntary.
    Madonna again apologizes and explains that the only compensation she can offer is a $100 voucher. I politely refuse to accept $100 as a sign off for this fiasco. After all, I’ll have to take a vacation day from work now to run all of the errands I’d planned on taking care of on Sunday. Madonna agreeably offers their Corporate Customer service number as an alternative. Which I accept, then take my baggage and upon arrival at home, sleep like a rock.
    Today: Today I called Corporate Customer Service only to be told by “Minnie” (probably not her real name) that Corporate Customer Service no longer accepts complaints over the phone. Instead, she directs me to Delta.com/Contact Us where I can complete their online form and post my complaint electronically. One second… so Delta kicks me off of my flight because they over booked it, sends me back and forth between two airports, holds me hostage for 27’ish hours without my luggage (fortunately tooth brushes are free at Holiday Inn), tells me to pay for my own hotel room, and not even to mention all of the rudeness I’ve dealt with up to this point, and you want me to submit my complaint on Delta.com??! The agent hangs up…
    At this point I was getting ready to drive back to the Orlando airport to speak with Delta in person. If nothing else, I could let them know that they no longer accept complaints via phone. Before walking out the door I figure I’ll try Customer Service one more time. This time I’m shocked when I get a totally different response, apparently Delta does take complaints over the phone! Apparently the previous Delta representative just didn’t want to take a complaint over the phone!
    Fortunately, the second representative, Ms. Thomas in Tampa, was understanding and apologized. She too offered me a $100 voucher for my inconvenience and stated that for anything further I would need to write/fax a letter. I again refused to accept the $100 and this is that letter.
    In Summary:
    • A Delta representative in Newport News Involuntarily removed me from my flight and then recorded it as Voluntary.
    • I spoke with 3 Delta representatives in the Newport News airport without a single one of them apologizing or even acknowledging that I was being inconvenienced.
    • After arriving in Norfolk and missing the only other flight that evening Delta wanted me to pay for my own hotel room.
    • Delta either failed to secure my flight for the next day or failed to mention that my status was Standby.
    • It took 27 ½ hours to get me from Newport News, VA to Orlando, FL. See aforementioned driving time.
    • A representative from Delta’s Corporate Customer Care outright lied and said that they no longer accept complaints over the phone.
    • My weekend was shot and I have had to take a vacation day today to take care of everything I had planned on doing before returning to work.

    Names:
    • Thank you to Madonna S. who works the Baggage Service counter at the Orlando airport.
    • Also a thank you to Ms. Thomas with Corporate Customer Care in Tampa, FL
    • Tracey G. from the Newport News airport is incompetent, slow and rude. She’s probably better suited to flipping burgers than representing a company like Delta.
    • Minnie from Corporate Customer Care should be fired immediately for outright lying to a customer. However, that’s probably not her real name so good luck with that one.

    Thus far Delta has given me a $400 credit voucher and offered me a $100 cash settlement for this disaster. The last thing I want to sound like now is a gold digger but I believe that when a company wrongs a consumer, especially when it is exacerbated by the indifference and incompetence of their own employees, they have a unique opportunity to prove the strength of their brand. I’m giving Delta that opportunity now. I don’t want your $400 credit voucher; this is the same thing you give customers that voluntarily bump from oversold flights, very different situation here. Also, you can keep your $100 cash settlement. Honestly, that’s a little insulting; my vacation day is worth more than that. What’s fair compensation for something like this? I’ll leave that for Delta to decide. If they ask me, I’ve always wanted to go to Capetown, South Africa.

  • Zankhna Desai

    I Have been the Delta preferred member from past 10 Years. I remember the time 9 years ago when you were greeted by very friendly Delta agent to the agents now who would not even say hello to you, just nod their head after you greet them.My recent experience with delta has been a nightmare. My parents were flying to India from Atlanta airport On July 27, 2009 Flight
    DL 0184 at 8:05pm.The reason they choose this flight because they are over 63 and did not wanted any connecting flights.They wanted straight flight to India.
    By the way they always love to fly by Air India. I advice them to take delta this time and not only that I also enrolled them in the so called sky mile program.( I am the Platinum member and so is my husband.well that does not mean anything to this delta people anyways).

    So we arrived at the airport at 5:30pm and were standing in the line at the check in counter from 5:50pm.My parents were finally able to check in at 7:23pm. Agent name Michael D was checking them in. They had four bags and were taking additional bag with them. Michael checked their four bag in and advice us it would be $200.00 for additional bag.My dad took out $200.00 for the additional bag to give to Michael.At that moment (7:33pm) Michael informs us my parents are going to miss their flight since it was too late. Passengers have already started boarding and their is no way for them to get into this flight.He told has very rudely we should have got to the airport 2hrs prior to our flight. Well we were standing in line right in front of them from 5:50pm , flight was for 8:05pm so technically we were 2 hrs prior to our flight time.

    We told Michael we were two hours prior to our flight time and standing in the line from 5:50pm so how is it or fault for missing the flight.Michael kept arguing with us that we should have been on time at the Airport which is 2hrs prior to our flight time. When we argued and asked to see the camera to check since when we were standing in line on time another over smart agent informs us we should have been 4 to 5 hrs prior to our flight time. I demanded to show me where it says on website or anywhere else that passenger is suppose to be 4 to 5hrs early prior to their flight time, he walked away.Mean while Micheal kept telling us that were going to miss this flight They have closed all the door etc etc. I asked Michael to reschedule them for another flight which he refused too since that was the last flight.
    Ok I understand that part so i asked him for next day and he said you have to buy another ticket.That made us very very angry. I asked him if Delta would pay for their flight since it was not our fault for missing the flight he said no. He kept on saying we should have been on the time at the airport. I got very mad and asked him what part he did not understand. I asked him to check his security camera and he said no. OK My husband asked to speak to the supervisor and he called for one.It was getting late so i was frantically looking for delta office or somebody to talk to. We asked to see if they would stop the plane since it was one stop destination.While trying to find delta office or booth i saw a lady wearing Delta T Shirt so I explained her my situation and asked to see manager.She replies ” Well they called one for you.He should be here any minute . He is wearing red blazer so if you see one get him ,she further said “I do not know which one i should call” and walked away.

    I sported a guy in Red Blazer and told him he needs to hurry otherwise we will miss the flight. He took his own sweet time to get to our counter and when he did he was worst than Michael. Mr. Jose D is the worst supervisor ever.First thing he says” You people do not get here on time and than you miss flight , so what can i do”. We all screamed at him that we were on time check your camera. He still was being very rude and got my parents the seats number.He told us ” You did not even had seat number be glad i got you now.Since you have done this through travel agent its not our responsibility”. I could not believe my ears. Instead of apologizing he thought he did us a favor. Micheal had already checked our bags in so we had to get this flight otherwise we would loose our luggage.

    My dad asked supervisor to let his extra bag go and was willing to pay $200.00 for additional bag. He refused saying “All the doors are closed”. My dad kept requesting him that ” Please Mr. Jose how can i leave my belonging here .Here is money for additional bag let us go”.Mr. Jose replied” It is not my problem you are travelling with excess luggage.You can give your daughter you bag to take back with her and stop talking and catch your plane otherwise you are going to miss it”. My dad again pleaded” Mr.Jose I am not sure what I have in that bag please here is $200.00 and let us check the bag in”. Mr Jose replies” Well you should know what you have in that bag since its your belonging and you packed it”. My dad argued he had 5 bags between him and my mom and has spread out everything so how can he tell what is in what bag. Jose the Idiot Supervisor with very poor communication skills kept on telling us you are going to miss the flight if you keep arguing with me over the bag.He further reminded us next time we are suppose to be on time.

    It was 7:50pm by then.Since my parents Four bags were already in the plane they had to catch that flight. I am not kidding we all ran to catch the flight as if we our running for Olympics . Please bear in mind My parents are 63 and 66 and they had to run to clear security and catch train to get to their plane.My mother with bad knee almost had a panic attack.

    I went to check with the Delta people to see if my parents were able to catch flight or not guess what. When I reached the counter Mr.Jose was telling other passengers about us. He was telling them how irresponsible we were and etc etc. Seeing me he stopped and looked at me, I asked him if my parents were able to make it and he said well they had plenty of time they should. I asked him to asked the computer to see if they did for sure Mr. Jose Hesistate for a Minute than as if doing me a favour asked me last name and informed me that they already did 3o mints ago. I told him that s not the right person so he asked my dad’s first name and complained for having same last name like the other passengers. Another delta agent standing next to him explained him that Desai’s are like Smiths very common last name. He did “huh” and than said in a very rude tone” ya they did”.

    I am extremely disappointed with this airline. Every year the service is getting wost from bad.Being Platinum member this is very very disappointing and sad. I am never ever going to fly with delta. My family travel through delta twice a year.Delta has lost all our family business. No wonder this airline is not doing well. Why don’t the agent understand customers are the reason why they are getting their pay check. All Mr. Jose should have done was try to help us rather than fighting us and showing their powers.

    Their are very good unemployed people.Delta should get rid off people like Jose and Michael who are ruining their name and reputation and hire Some good people who wants to work and not just collect their pay check.

    I called this evening at around 5:00pm and was greeted by Mr. Eric Bastian who truly was walking example to great customer service.He apologize to me for my inconvenience and offered me $100.00 voucher or 5000 points.
    I refused on both but i do appreciate him taking time to listen to my concerns and address that to his supervisor. People like Mr. Eric Bastian should be awarded for their professionalism and excellent customer service.
    He was very patient and very professional. Reminded me of great delta experiences decade ago. Its people like Mr.Eric who leaves up to that standards and People like Michael D and Jose G who has ruined delta reputation.They should be fired.

  • http://www.rachelandphilipgetmarried.blogspot.com Rachel

    Delta/Northwest’s complete incompetence caused my fiancé to miss his own engagement party. That’s pretty hard to top. My follow up experience with them has been disappointing and stiff, to say the least. They offered a $200 credit voucher on the airline, which we have no interest in, as it would require us to potentially give them more money. We’d rather have a refund. If you’d like to read the whole foul saga, please visit my blog (http://rachelandphilipgetmarried.blogspot.com/2009/07/dear-deltanorthwest-you-almost-ruined.html)

  • P.J. Zornosa

    I have flown almost 2M (1.9 million mile to be precise) miles with Delta since 1980. I am a Million Miler and a Flying Colonel but it seems to matter little to Delta. Interestingly enough when checking in at ATL in Sept. they have a designated Silver Medallion check in counter. (I was turned away brusquely from the Elite counter even with my “status”. I speculate that Silver Medallion means almost nothing to Delta any longer since they have a new 4th level of Medallion.)

    I did not fly for 3 years and when I started to fly again I wrote a letter to Delta requesting that they allow me to continue/commence flying again regularly as a Gold Medallion Member. They ignored my letter and when I sent it again to a VP (again) the response was a form letter from a fictitious person and they denied my request.

    I even wrote another letter to them to make a request and was again ignored until I sent it twice and then, once again, received a perfunctory form letter from someone other than the person the correspondence was addressed to.

    I traveled with Delta and accrued miles under the original Medallion Program and yet the miles became only as useful for redemption as per the current restrictive program that in “regular” season requires DOUBLE the number of miles to secure a Business Class ticket to Europe.

    Needless to say, when I contacted one of their competitors and asked if I could at least become an “entry level” Elite Member with the promise to give them most of my business ongoing they immediately granted me the equivalent of Silver Medallion Status and I have been a Platinum Member every year since (10 years), the equivalent to Gold Medallion.

    Many of Delta’s middle and upper management have left the company over the last 15 years. They (Delta) were the best domestic airline for many years – mainly because of their customer friendly attitudes. Not now. It appears that they excel in saying “No” to reasonable requests unlike when they were a customer service oriented airline.

    Saying that Customer Service means something – but in actuality does not – will not improve things at Delta.

    Thanks, Delta.

  • http://www.ladyharpcreations.com Patricia K Carlson

    DELTA:

    I flew DELTA on February 18, 2011 from MSP to PHX. What a fabulous flight. The flight attendants did a remarkable job of pre-boarding, in-flight, and (just-simply-all-around) good service. I was impressed with their personable and professional manner. Please extend my thanks and appreciation to Susan Ralles, Robin Trow, Rita Rozek, Loretta Scanlan, and Janet Peterson. Each flight attendant was extremely professional and deserving of very high recommendation. They are all an asset to your company.

    The pilots made several in-flight announcements. Great PR from the cockpit. Thanks.

    Thanks, DELTA, for a great flight. Keep up the good work and congratulate your flight attendants for a job well done. After all, it is the professional flight attendants who are representative of your airline. If they fail in their service, the airline does not succeed. They are your front line representatives. They should be congratulated and appreciated by your company.

    Thanks again for a great flight.

    Patricia K Carlson

  • Exbklynby03

    Delta Airlines shame on you for charging are returning troops for extra baggage. I will NOT use your airline again.

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