Received a reply 10 days after I originally emailed them. They apologized for a few areas but I'm wondering if they really read my email.
1. "I understand the frustration you experienced when there was a mechanical problem with your flight which caused you to miss your connecting flight. I am truly sorry your travel was adversely affected. "
But I didn't miss my connection. The mechanical isssue caused us to return to ATL.
2. "While we would like to offer special consideration in cases such as yours, we are unable to honor the many requests that we receive from others in similar situations. We follow a consistent policy to ensure that Delta is fair to everyone who travels with us. Accordingly, we must
respectfully decline your request for mileage credit. I am truly sorry to disappoint you, as I am sure this is not the answer you expected."
I asked for them to refund the 175,000 miles I paid for my BE ticket. I got nowhere near DXB and only flew DFW-ATL-DFW. Plus a 7 hour trip to nowhere. Is it fair not to refund the miles for a trip not completed ?
On the other hand they apologized about the bad info on DL.com regarding the lack of lie flat seats. Also they apologized for the 5 days my bag was missing. Delta did offer a $500 voucher for my troubles. If they had offered the voucher and refunded all my miles I would have been quite satisfied.
I sent them a reply email pointing out their mistakes. I'll update this thread when I receive their next reply.
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Quote:
Originally Posted by MileTex
Received a reply 10 days after I originally emailed them. They apologized for a few areas but I'm wondering if they really read my email.
1. "I understand the frustration you experienced when there was a mechanical problem with your flight which caused you to miss your connecting flight. I am truly sorry your travel was adversely affected. "
But I didn't miss my connection. The mechanical isssue caused us to return to ATL.
2. "While we would like to offer special consideration in cases such as yours, we are unable to honor the many requests that we receive from others in similar situations. We follow a consistent policy to ensure that Delta is fair to everyone who travels with us. Accordingly, we must
respectfully decline your request for mileage credit. I am truly sorry to disappoint you, as I am sure this is not the answer you expected."
I asked for them to refund the 175,000 miles I paid for my BE ticket. I got nowhere near DXB and only flew DFW-ATL-DFW. Plus a 7 hour trip to nowhere. Is it fair not to refund the miles for a trip not completed ?
On the other hand they apologized about the bad info on DL.com regarding the lack of lie flat seats. Also they apologized for the 5 days my bag was missing. Delta did offer a $500 voucher for my troubles. If they had offered the voucher and refunded all my miles I would have been quite satisfied.
I sent them a reply email pointing out their mistakes. I'll update this thread when I receive their next reply.
Sounds like a canned response. Have you tried calling customer care? You definitely should get the miles back point blank!
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I sent them a reply email pointing out their mistakes. I'll update this thread when I receive their next reply.
MY experience has been that there is a high likelihood of clueless-ness in the response you receive to a first e-mail (not always, but more often than not).
If you respond to the e-mail explicitly pointing out the facts that the first responder missed in not reading for comprehension, you often get a more enlightened second response (not always, but more often than not).
Whether intentional or not, the system seems to be geared towards screening out those people who give up easily and will not pursue their issue.
If all else fails, a hard copy letter to the executive offices can be very effective.
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Quote:
Originally Posted by MileTex
Received a reply 10 days after I originally emailed them. They apologized for a few areas but I'm wondering if they really read my email.
They didn't. They got to a trigger word, and hit the reply button for that complaint.
I have three kind of complaints. The first is the ones that I send off, as info, and if they get back, so be it. The second is the ones that I keep hitting reply, until someone actually reads the email (that can average 3-4 back-and-forths). The third escalates to snail mail, because I really want something. For 175k, I'd say your complaint has gone straight to level III.
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Received a reply 10 days after I originally emailed them. They apologized for a few areas but I'm wondering if they really read my email.
1. "I understand the frustration you experienced when there was a mechanical problem with your flight which caused you to miss your connecting flight. I am truly sorry your travel was adversely affected. "
But I didn't miss my connection. The mechanical isssue caused us to return to ATL.
2. "While we would like to offer special consideration in cases such as yours, we are unable to honor the many requests that we receive from others in similar situations. We follow a consistent policy to ensure that Delta is fair to everyone who travels with us. Accordingly, we must
respectfully decline your request for mileage credit. I am truly sorry to disappoint you, as I am sure this is not the answer you expected."
I asked for them to refund the 175,000 miles I paid for my BE ticket. I got nowhere near DXB and only flew DFW-ATL-DFW. Plus a 7 hour trip to nowhere. Is it fair not to refund the miles for a trip not completed ?
On the other hand they apologized about the bad info on DL.com regarding the lack of lie flat seats. Also they apologized for the 5 days my bag was missing. Delta did offer a $500 voucher for my troubles. If they had offered the voucher and refunded all my miles I would have been quite satisfied.
I sent them a reply email pointing out their mistakes. I'll update this thread when I receive their next reply.
Yes, emails like this one from Customer Care are frustrating. Our frustrations with canned Customer Care replies that are not responsive were brought up at the Q&A at the DO this past Thursday night. Both Jeff and Josh said that the posts here are read and as long as they aren't "rants" that they are taken seriously. Ok fellas, please take this seriously.
I have three kind of complaints. The first is the ones that I send off, as info, and if they get back, so be it. The second is the ones that I keep hitting reply, until someone actually reads the email (that can average 3-4 back-and-forths). The third escalates to snail mail, because I really want something. For 175k, I'd say your complaint has gone straight to level III.
I have pretty much gave up on levels one and two a long time ago. Last year I gave up on level three more less this year as I got tired of writing letters. Now I just call the corporate office. I give the nice person who answers a brief summary of why I am calling and to please have someone call me back. I should be hearing back later this week regarding Anita in Augusta who hung up on me why I was trying to figure out why my bags were still in SFO and was in Guam.
Waited 10 days to get a response from my 2nd email so I called their customer care center. Guy was most pleasant and after a 4 minute wait agreed to refund all of my 175K miles. So I got the miles back and a $500 voucher.
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Quote:
Originally Posted by MileTex
Waited 10 days to get a response from my 2nd email so I called their customer care center. Guy was most pleasant and after a 4 minute wait agreed to refund all of my 175K miles. So I got the miles back and a $500 voucher.
I'm a happy camper!
Glad to see DL did the right thing.
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