They most likely use stock letters and personalize them. This time somebody might have been a little short on time .
Its get the job done in a timely manner and normally the responses are more detailed with a personal touch:

Hello Grouchy,

RE: Case Number 1x

Thanks for your email letting us know about our staff working in Business Class. I see you were pleased with our Purser, Dan, and flight attendant, Kristen, for making you feel at home with the kind service they provided on Flight 164. They work hard every day to make travel as pleasant as possible. We’re thrilled that you noticed and this experience exceeded your expectations. I will be sure to forward your comments on to our In-Flight Service team.

Your feedback - especially a note like this - means the world to all of us at Delta. We appreciate your business as a Diamond Medallion member and look forward to seeing you on your next Delta flight.

Regards,

Norman X


Hello Grouchy,

RE: Case Number 1x

Thanks for Your Kind Words!

Thanks so much for taking the time to let us know about our flight attendants on DL163 AMS-MSP and specifically Theresa. They work hard every day to make travel as pleasant as possible. We’re happy this was your experience and it exceeded your expectations. I will be sure to forward your comments on to our In-Flight Services Team, so we can make sure to recognize this crew and to make sure each of them knows how they are appreciated by our customers!

Thank you for choosing to fly with us since 200x! We appreciate your loyalty to Delta as a Diamond Medallion member and look forward to continuing to be your airline of choice.

Regards,

Matthew X
You Share, We Care


Hello Grouchy,

RE: Case Number 194x

Thank you for taking the time to reach out to us. I tried to reach you this afternoon by phone but, unfortunately, no success. Our goal is to provide a personalized and enjoyable experience each time you fly. It's pleasing to hear of the outstanding service you received during your recent travel with us.

Our goal is to consistently provide outstanding service to our customers. I'm happy to hear that Robyn went out of her way to make your experience exceptional. I have forwarded your comments to leaders in In-Flight Services to ensure she receives the recognition she deserve for a job well done.

Grouchy, as a Diamond Medallion member you spend a lot of time with us and we want that time to be excellent from start to finish. We appreciate our relationship with you and we hope it lasts for many years to come. We look forward to providing another enjoyable experience on you upcoming flight to Israel.

Regards,

Shirrie X

Hello Grouchy,

RE: Case Number 195x

Thank you for taking the time to reach out to us. I tried to reach you this afternoon by phone but, unfortunately, no success. Our goal is to provide a personalized and enjoyable experience each time you fly. It's pleasing to hear of the outstanding service you received during your recent travel with us from our Atlanta based crew.

Our goal is to consistently provide outstanding service to our customers. I'm happy to hear that Dell, Paul, Marty and Jan went out of their way to make your experience exceptional. I have forwarded your comments to leaders in In-Flight Services to ensure these agents receive the recognition they deserve for a job well done.

Grouchy, as a Diamond Medallion member you spend a lot of time with us and we want that time to be excellent from start to finish. We appreciate our relationship with you and we hope it lasts for many years to come. We look forward to providing another enjoyable experience on you upcoming flight to Israel.

Regards,

Shirrie x