Originally Posted by
Jonas36
This was the very first time I've sent a complaint to Delta. I fully expected to wait a number of days to hear a response, however they ultimately responded within 9 hours! I must say that the most I had hoped for was a $50 voucher to cover the cost of the dinner and breakfast my wife and I purchased on-board. Instead, they have offered both my wife and I a $75 voucher each for the inconvenience.
At the end of the day, I find that Delta, as a corporate entity, is rather shameful in their business practices and their overall attitude towards their customers. However, the vast majority of my experiences with their employees have been overwhelmingly positive. At the end of the day, it is their employees that keep me coming back.
----------------
Dear Mr. Jonas36,
RE: Case Number XXXXXX
Thank you for sharing your concerns regarding the service provided while
traveling with us on September 14. On behalf of Delta Air Lines, I
sincerely apologize for your and your wife's disappointment with the
meal service onboard our flight.
I realize that there was no meal service scheduled on our flight. I
recognize that you were not informed about the change in the meal
service. We know that a tasty, appetizing meal can add a great deal of
enjoyment to a flight. Passenger comments like yours are critical in
evaluating our food service, and our future course of action is based on
feedback like you have provided. Please be assured your concerns will
be shared with our Onboard Services leadership team.
As a genuine gesture of apology as there was no meal service onboard our
flight, I have issued two Electronic Transportation Credit Vouchers
(eTCVs) in the amount of $75.00 for each passenger. Please note the
voucher numbers and associated Terms and Conditions will be arriving in
a separate email within 24 hours. I encourage you to add Delta Air
Lines to your receiver list so the voucher documents are not misdirected
to your spam folder. Please keep the voucher numbers and the Terms and
Conditions since the numbers are required for redemption. It is also
important to mention that there is no Direct Ticketing fee for
reservations confirmed online at delta.com.
Mr. Jonas36, thank you for taking the time to write concerning your
disappointing onboard experience. Your support as a Gold Medallion
member is important to Delta, our Connection Carriers, our Joint Venture
team, and our SkyTeam partners. We look forward to your continued
patronage.
Just be thankful you weren't flying UA, or, more accurately, CO dba UA, where the stonewalling is legendary.
Right now there is a thread on the UA forum about a passenger who was stranded in Istanbul because of a UA mechanical.
While UA did provide hotel, ground transportation and meals, the passenger and his companion had to pay for their own Turkish visas ($40 cash per person) which the lokcal UA representative in IST told them would be reimbursed.
The only problem is that there is no cash receipt with the visa, since the visa itself is the receipt.
When the passenger submitted this claim for reimbursement, he waited quite some time before his claim was denied on the basis of insufficient documentation.
In an earlier thread, a passenger flying business class on CO EWR-BOM (a 14 hour flight), discovered that his seat was broken in the down position, which is pretty uncomfortable for such as long flight.
He was on a paid J ticket and wrote CO CS requesting at least a partial refund, which was denied.
After seriously escalating, he was provided compenstation of "500 miles" on his CO frequent flyer account...
Having flown CO for years, I find the far more reasonable and customer-friendly attitude at DL to be a reall breath of fresh air.