Dear Mr. mrs. naroowal,

RE: Case Number xxxxxxx

Thank you for sharing your concerns regarding the service provided while
traveling with us. On behalf of everyone at Delta Air Lines, I
sincerely apologize for the inconvenience caused to you due to our
flight disruption, poor customer service provided by our gate agent at
the airport, and corporate customer service, and reservation agent. I
also appreciate the opportunity to respond to your request for getting
reimbursement for rental car.

I am truly sorry your flight was delayed due to the late arrival of the
aircraft. It concerns us when your flight was interrupted, as we place
continuing emphasis on this aspect of our service. We try to provide the
finest air transportation available but, despite our best efforts, some
irregularities can occur. When this happens, we expect our staff to do
everything possible to assist our valued customers and to hold
inconvenience to a minimum. I am dismayed to know that there was no
gate agent at the airport to assist you. I recognize that you agreed to
fly Phoenix and drive to Tucson as you had a very important engagement
in Tucson.

Moreover, it was disconcerting to know that our reservation desk and
corporate customer service agent gave you false assurance of getting
reimbursement for rental car expenses. Flying with Delta should be
enjoyable and the difficulty you experienced does not support our goal
of providing a high level of service and value to our customers. As our
customer, you are in the best position to point out areas that need
attention. Our goal is to provide consistent and accurate information to
our passengers at all times. Feedback like yours will help us improve
our reservations process and customer experience. We appreciate your
taking the time to share your experience as this is a helpful part of
our overall evaluation. Your concerns will certainly be forwarded to the
proper department for internal review.

Further, please know that 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
getting reimbursement for rental car expenses.

However, when our service does not meet our customer's expectations, we
feel it is important to acknowledge this and appeal for a degree of
understanding. To demonstrate my commitment to customer service and as
a gesture of apology for the discomfort you experienced due to our
flight irregularity and inferior services provided by various agents. I
have issued an Electronic Transportation Credit Voucher (eTCV) in the
amount of $100.00. Please note the voucher number and associated Terms
and Conditions will be arriving in a separate email. I encourage you to
add Delta Air Lines to your receiver list so the voucher document is not
misdirected to your spam folder. Please keep the voucher number and the
Terms and Conditions since the number is required for redemption. It is
also important to remind you that there is no Direct Ticketing fee for
reservations confirmed online at delta.com.

Mr. mrs. naroowal, thank you for bringing this matter to our attention. By
bringing forth your concerns, you give us an opportunity to review our
operations and improve our services. Please accept my sincerest apology
and rest assured that we will make every effort to ensure things are
handled differently in the future. As a loyal Silver Medallion SkyMiles
member, your business is important to us and given the opportunity of
serving you in the future, I am confident Delta will not only meet but
exceed your expectations.

Sincerely,

Tom P. Smith
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines