Delta Continues to Disappoint

Image by Getty Images via Daylife

So, here is the entirely unsatisfying result of one of my conversation threads with Delta.  For what amounts to $500 of a problem, they are willing to walk away from me as a customer.  Wow.  Canceling more than $2,000 in upcoming booked flights today…

Dear Mr. Dubner,

Thank you for your e-mail to Delta Air Lines.

We are sorry to learn you weren’t?t happy with the alternate flight arrangements we provided.  During irregular operations, we try to put you on the first available Delta or Delta Connection flight.  If you decide not to fly, the unused portion of your Delta ticket may be
eligible for refund.   If you deal directly with another airline or
travel agency to buy a new ticket, we do not reimburse any additional airfare.

Additionally, we are sorry that you have made the decision to use another air carrier for your future travel. As a SkyMiles member since
1993 with over XXX,XXX million miles, you are truly one of our most valued customers and your business is extremely important to Delta. We hope you will rethink your decision to leave Delta and give us the opportunity to restore your faith in our products and services.

Again, thank you for writing.  We appreciate your selection of Delta and will always welcome the opportunity to be of service.

Sincerely,

Elayne Grayce
Medallion Desk
www.delta.com

Original Message Follows:
————————

PERSONAL INFORMATION:

Name: Mr Todd Dubner
Email Address  : tdubner@nci.com
SkyMiles Number: 2XXXXX2

COMMENT DETAILS:

Email about Past/Future travel: Current and Future Nature of Comment: Complaint Concern Email Pertaining to: Customer_Service Email about Other topic:

Comments:

I had the worst experience I have ever had with an airline.  To give you a sense of the magnitude of that statement – I am a platinum flyer on Delta, I have been a platinum flyer on American and Continental and a Global Services customer for United.  I don’t expect airlines to be perfect, but I expect way more than I got yesterday (2/20).  Please read about it on my blog www.tdubner.com  – by the way, I already get a lot of search traffic for Delta Customer Service, I expect I will be getting a lot more.  You should read it and you should also read the complimentary post I had written about your company in November.

I was supposed to fly out of Eagle, CO with my family including 2 small children and flights were delayed and then canceled.  Upon cancellation, I called the platinum help desk.  I was told that there was no plan to add flights the next day out of Eagle and that the next available seats I told the rep that I could fly from Denver into ANY NYC airport.  The only flight she would even come back with was DEN to SLC to ATL to NYC overnight from 2/21 to 2/22, mid morning.  ONLY by being super persistent did I even find out that there were enough seats on the 7:00 am out of Las Vegas to get me home mid-day on 2/21.  I had to get my own flights on Frontier from DEN to LAS, pay for my own accommodations and route myself to get this to happen.  The supervisor I spoke with at Delta was surely and un-helpful to the point that I will spend next week figuring out how to move all of my business off of Delta.

Most frustrating was the absolute insistence that you would not fly me on another carrier out of Denver when there were (a) direct flights with seats available or (b) flights to Atlanta from Denver on the evening of 2/20 that would have made it EASY to get home the morning of 2/21.

I am furious and shocked by the way that Delta handled me considering how much of a frequent and valuable customer I have been to the brand.
That supervisor should have been allowed to accommodate me and my family.  Maybe then, you could have kept a good customer.  I truly hope you can find a way to make this right.

Tagged as: Customer Service, Delta, Delta Air Lines