DaddyRabbit
Nov 5, 10, 6:08 am
Mr. Anderson:
I have been a Delta Frequent Flier :td::Dfor approximately 12 years. In those 12 years this is the first time I have found occasion to write a letter of complaint. 12 years of complaint-free flying should be considered a vote of confidence in your airline. However, I have experienced something on my recent trip from Narita to Detroit that warrants a response.
Being an experienced traveler I put great stock in the ability to pick my seat in advance on Delta flights. I book travel on your website, and closely monitor available seating to take advantage of seat openings that will allow my well-over 6 foot frame to be most comfortable.
I did this on my flights to Japan and the return leg. However, three days before my trip began, when I checked the website, I noticed that my (happily) confirmed seat choices had been replaced by “unassigned” on the return trip to Detroit. Upon looking at the available seats on the seat map I was surprised to see no open seats.
When I called the Gold Medallion customer support, I was rewarded by 20 minutes of blame-awarding followed by no resolution. I stated that I was much less interested in who (or what section) of Delta had caused my problem as I was in how it would be fixed. The response was “sorry, you’ll get a seat at the gate.” In other words, the customer support function was, in this case, simply to give me a feeling that it was someone else’s fault and not that of the customer support desk. Obviously not the result I was looking for.
The final result was a long flight wedged between two 250 pound men (both of whom turned out to have great personalities, fortunately) instead of the exit-row seat that I had so carefully chosen. 63E, to be precise.
Please, if it is possible, let me know how to make sure this doesn’t happen again; how to ensure that my customer service calls are results-oriented instead of blame-oriented; and give me some feeling that I should continue to book on-line through Delta as opposed to letting my corporate travel agency pick the lowest-priced airline (usually not Delta).
Yours,
I have been a Delta Frequent Flier :td::Dfor approximately 12 years. In those 12 years this is the first time I have found occasion to write a letter of complaint. 12 years of complaint-free flying should be considered a vote of confidence in your airline. However, I have experienced something on my recent trip from Narita to Detroit that warrants a response.
Being an experienced traveler I put great stock in the ability to pick my seat in advance on Delta flights. I book travel on your website, and closely monitor available seating to take advantage of seat openings that will allow my well-over 6 foot frame to be most comfortable.
I did this on my flights to Japan and the return leg. However, three days before my trip began, when I checked the website, I noticed that my (happily) confirmed seat choices had been replaced by “unassigned” on the return trip to Detroit. Upon looking at the available seats on the seat map I was surprised to see no open seats.
When I called the Gold Medallion customer support, I was rewarded by 20 minutes of blame-awarding followed by no resolution. I stated that I was much less interested in who (or what section) of Delta had caused my problem as I was in how it would be fixed. The response was “sorry, you’ll get a seat at the gate.” In other words, the customer support function was, in this case, simply to give me a feeling that it was someone else’s fault and not that of the customer support desk. Obviously not the result I was looking for.
The final result was a long flight wedged between two 250 pound men (both of whom turned out to have great personalities, fortunately) instead of the exit-row seat that I had so carefully chosen. 63E, to be precise.
Please, if it is possible, let me know how to make sure this doesn’t happen again; how to ensure that my customer service calls are results-oriented instead of blame-oriented; and give me some feeling that I should continue to book on-line through Delta as opposed to letting my corporate travel agency pick the lowest-priced airline (usually not Delta).
Yours,