Delta Comes Through

I am glad to say that Delta ultimately stepped up and has “made it right”.  Interesting point here is that the review of my complaint was prompted by my #Delta tweet and the follow-up, through Twitter by Direct Message of their customer service rep.   I truly believe that without the Social Media aspect of this issue, it might have gone unresolved and that I would have moved my business.

I don’t need to learn an additional route map. I don’t need to change up my normal weekly routine. I do hope that someone at Delta is trying to improve the flexibility given to their front-line customer service reps who deal with their best customers on a day-to-day basis. Detla and I would have both been better off if they had used their relationship with other carriers to get us home…

Dear Mr. Dubner:

RE: Case Number xxxxx

Thank you for providing the information requested. I apologize for my delayed response.

As a most valued Diamond Medallion member, we would not want this matter to continue to reflect poorly on our company. Therefore, I have requested that a check be mailed to you in the amount of $XXX.XX
Please allow up to 30 business days for the check to arrive from our bank.

Again, we deeply value your business and look forward to the pleasure of serving your air travel needs in the months and years ahead.

Sincerely,

Kathy Johnston
Coordinator
Customer Care
Delta Air Lines/KLM Royal Dutch Airlines

Original Message Follows:
————————-

Thank you. In advance of faxing, I have attached the American Express receipts for each of those transactions. You will see the total cost of the flights and the hotel nights was $XXX.XX.

—–Original Message—–
From: Delta Customer Care [mailto:custrel@delta.com]
Sent: Monday, March 01, 2010 12:15 PM
To: Todd Dubner
Subject: RE: Unsatisfactory Customer_Service (KMM2XXXXX3939L0KM)

Dear Mr. Dubner:
RE: Case Number XXXXXX
I am in receipt of your original complaint. Thank you for forwarding it to me. First and foremost, I want to extend my sincere apology for the unsatisfactory customer service you encountered from our Platinum desk, our Reservations supervisor, and our Customer Care telephone representative. Second, there was simply no excuse for lack of assistance when you and 5 family members were stranded away from home.
Your points are well made and your frustration is understandable.
Feedback like yours will help us to improve our overall customer experience. Be assured your email has been shared with our Reservations and Customer Care leadership teams for internal follow up.
I also recognize your decision to obtain a ride to Denver and purchase tickets on Frontier to Las Vegas seemed to be the best alternative for you at the time. Since you are a valued Platinum customer, I will be happy to review your expenses. Please fax to me at 612-XXX-XXXX copies of the airline tickets you purchased on Frontier for your family along with a copy of your hotel bill. On receipt, I will give this my close attention.
Thank you for sharing your experience. We value your loyalty to Delta Air Lines and we sure do not want to lose your business. I hope to hear from you soon.

Sincerely,
Kathy Johnston
Coordinator
Customer Care
Delta Air Lines/KLM Royal Dutch Airlines
Original Message Follows:
————————-
I am glad you reached out.

First the situation:
Last Saturday, 2/20, I was scheduled to fly with my family
from Eagle, CO – through Detroit – to LGA. My party included my
2 year old and my 10 year old. The flight was scheduled to depart at
12:00. At 5:30 am, I checked the website and found the flight was
delayed and I would miss my connection. I immediately called the Delta
Platinum Desk and worked through a couple of options. Either fly at
3:00 through MSP to LGA or fly through ATL at about the same time – with
a possible tight connection to LGA. From ATL, if we missed our
connection, we could fly the next morning. All OK. While I was on with
that representative, I asked what we could do if Eagle shut down. She
told me that there were no flights from DEN that night on DL, but there
were flights originating on other carriers (United and Continental) that
I could make and would get me home. Thinking I had some good options, I
went to the airport.
We arrived at the airport at 2:00 pm to find all flights cancelled. My
next call to DL was not so helpful. I called the Platinum desk again,
told them the situation, the number of people in my party and my ability
to fly from Denver through any hub to any NY airport so long as I could
get out that evening. I was told that the earliest flight my family
cold be placed on was on Sunday, 2/21 at 7:00pm routing through SLC and
ATL, arriving at LGA mid day on Monday 2/22 (with 2 little kids + 2
parent in-laws). I informed the agent that CO was scheduling a plane
the next morning from Eagle direct to Newark that was 1/2 full. I also
told her of my conversation earlier that morning about the UA flight
from DEN to ATL that evening that would enable me to stay the night in
ATL and get home first thing on the morning of 2/21. The woman refused
to help. She said the prior agent should not have mentioned another
carrier. She said the weather was outside of her control and the best
she could do was Monday morning. I asked to speak with a supervisor who
reiterated the same messages – sorry, its weather we will do nothing for
you. I asked a ton of questions of the supervisor about cities I knew I
could get to and found seats at 7:00 am the morning of 2/21 from LAS
to JFK.
To get home, I had an SUV drive us to DEN. I purchased tickets on
Frontier to LAS and paid for a hotel.
I filed my complaint while in the air on the Delta.com site. In that
complaint I made it clear that if no one from Delta reached out to me to
correct the situation, I would move my loyalty.
To take me from pissed-of to furious, yesterday I called the Delta
Corporate Customer Service line at 404 715 1450. I told them I was
surprised that no one had yet contacted me. I was told by the agent
that she could not look up my complaint and that “Delta is a big
company”. She said that she was not sure if anyone would get back to
me. The only active response I received from the company came from when
I tweeted about my experience and was contacted by DeltaBlog.

My issue:
I fly Delta a lot (FF# XXXXXXX). XXXk Million Miler Miles, 37k miles
this year, 104k last year. I have NEVER asked for an out of policy
switch to another airline. I could have selected any number of airlines
for those segments. Your Customer Service supervisor should have known
this. I showed my loyalty to Delta, and Delta said “No, we won’t pay
for your seats on another carrier to get you home tonight”. Worse yet,
they said “we recommend that you fly overnight tomorrow, on 3 flights to
get home with your 2 year old and 10 year old.”
In my life I have been a platinum flyer on Continental, American and
United. I have flown more than 200k miles in many years. This was the
worst airline experience of my life.

My recommendation:
If you have a good customer, treat them right. If I am a frequent
business traveler who buys first class, fully refundable flights 90% of
the time and I am flying with my family, make the exception and get me
home on another carrier.
I am not sure what you can possibly do to make this right. I am
interested to see what you suggest.
Meanwhile, I am scheduled to fly to ATL next week on DL. If not
remedied, I will move that flight and all subsequent to another carrier.
Thanks,
Todd Dubner
212 XXX XXXX

—–Original Message—–
From: Delta Customer Care [mailto:custrel@delta.com]
Sent: Friday, February 26, 2010 2:52 PM
To: Todd Dubner
Subject: Unsatisfactory Customer_Service (KMM2XXXXX3939L0KM)
Dear Mr. Dubner:
RE: Case Number 8XXX2
Thank you for contacting us about your flights from Eagle Vail. On
behalf of Delta Air Lines, I apologize for your inconvenience.
Unfortunately, I could not locate a copy of your original complaint. If
you can reply to this email with a copy of the details, I will respond
to you directly.
I look forward to hearing from you soon.
Sincerely,
Kathy Johnston
Coordinator
Customer Care
Delta Air Lines/KLM Royal Dutch Airlines